Weather and safety cancellations

Safety comes before any booking. If a trip cannot be delivered safely, it should not go ahead.

Boats and yachts

Boat trips run in daylight only, and operators cannot switch this off. Life jackets are worn at all times.

• Schedule every trip to start and end in daylight.
• The app does not offer an extension that would run past sunset.
• Your captain decides whether conditions are safe to sail. If they are not, the trip does not leave.
• Follow any instruction from NIWA, NIMASA or LASWA.

On the day, the booking asks for your captain's call. You can go as planned, Start 1 hour later if that stays in daylight, Offer a new date, or Cancel for weather. If it isn't safe, the guest is offered a new date or a full refund, and it doesn't count against you. Close for weather in the calendar does the same for the rest of a day.

Private jets

Weather, air traffic and operational decisions sit with you as the AOC holder and your flight crew. If a flight cannot operate safely or legally, it should not operate.

Chauffeur driven cars

Flooding, road closures or unrest may make a route unsafe. Discuss alternatives with the guest in the app, such as a later time or different route.

How to handle it

1. Message the guest in the app as early as possible. Explain the reason.
2. Offer another time if you can.
3. If the trip cannot go ahead, tap Change or cancel, continue and choose Safety, or A direction from an authority.
4. Add your evidence within 24 hours, such as the captain's note or the authority's notice.

How it is treated

A cancellation for a genuine safety reason is never held against you, even if it later turns out the trip could have gone ahead. The captain of a vessel and the pilot in command of an aircraft have the final say on safety.

Add your evidence within 24 hours of cancelling, for example a weather or water advisory, a photo of the fault or the authority's direction. Without evidence, the cancellation counts against you. The guest is offered a comparable verified option or a full refund either way. The full rules are in the Cancellation and Refund Policy.

Do not rely on a safety reason for a cancellation that was really about availability. Misuse is a breach of the Operator Standards.

During a trip

If conditions change during a trip, bring guests to safety first. Emergency? Call 112. Then use the help icon on the booking. See Safety during trips.

The full rules are in the Major Disruptive Events Policy.