退款政策

Ryd Refund & Cancellation Policy

At Ryd, we aim to keep things fair and transparent while protecting both our users and our business.
This policy outlines when refunds apply and what fees may be charged.
It should be read together with the Ryd End User Terms & Conditions, which take precedence in the event of any conflict.

1. Cancelling a Booking

  • You may cancel your booking free of charge up to 24 hours before the scheduled start time.

  • Cancellations made within 24 hours of the booking start time will incur a NZD $20 cancellation fee.

  • Once a booking has commenced, the full booking charge applies and no refund will be issued for unused time.

2. No-Show Policy

  • If you fail to begin your booking within 30 minutes of the scheduled start time, the booking will be automatically cancelled and a NZD $20 no-show fee will apply.

  • The vehicle will then be released back into the Ryd fleet for other users.

3. Late Returns

  • If the vehicle is returned more than 30 minutes after the scheduled end time, a NZD $20 late return fee will be charged.

  • Standard hourly rates will continue to apply for any additional usage time until the vehicle is locked and the booking ended in the Ryd app.

4. Ryd-Initiated Cancellations

  • Ryd may cancel a booking at any time for operational, technical, mechanical, safety, or emergency reasons.

  • In such cases, Ryd will, where reasonably possible and subject to fleet availability, offer an alternative vehicle from the Ryd fleet.

  • If no suitable vehicle is available, Ryd will provide a full refund for the unused portion of the booking.

  • Ryd is not liable for indirect losses, consequential damages, or additional expenses resulting from the cancellation.

5. Refund Processing

  • Approved refunds will be processed to the original payment method within 5–10 business days.

  • Processing times may vary depending on your financial institution.

  • Refunds will only be issued to the original payer of record.

6. Non-Refundable Charges

Refunds will not be issued for:

  • Cleaning, soiling, damage or infringement fees

  • User-induced breakdowns, towing, or roadside assistance costs

  • Late return, no-show, or cancellation fees

  • Misuse, negligence, or policy breaches as defined in the Ryd End User Terms & Conditions

7. Refund Disputes and Requests

If you believe a fee or charge has been applied in error:

  • Contact support@ryd.co.nz within 7 days of the booking end date.

  • Include your name, booking ID, date, and a brief description of the issue.

  • Ryd will review the request and respond within 3 business days.

  • Ryd’s decision will be final, except where otherwise required by New Zealand consumer law.

8. Consumer Rights

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993.
Where the Act applies, you are entitled to remedies as prescribed by law.