Cancellation Policy

Before we accept your request

You can withdraw an online booking request before we accept it. No booking deposit is payable until we have accepted the request and sent deposit instructions.

After acceptance but before deposit payment

If we have accepted the request but you no longer want the service, tell us as soon as possible. If the deposit has not been paid, the booking is not yet confirmed unless we have expressly confirmed it without a deposit.

After the booking is confirmed

If you cancel a confirmed booking, the $30 booking deposit will normally be retained. The deposit is applied against the final price when the job proceeds.

Item unavailable, seller unavailable, or access not ready

If we attend or reserve the booking but collection cannot proceed because the item is no longer available, the seller/pickup contact cannot provide access, or access materially differs from what was agreed, the $30 deposit will normally be retained. We will discuss any separate additional cost before charging it.

Changes instead of cancellation

Contact us as early as possible if you need to move the booking. We may be able to transfer the deposit to a new date or run. Whether we can do that depends on the circumstances and whether we have already incurred loss or reserved capacity that cannot reasonably be recovered.

If Ute & Trailer Co. cancels

If we cancel or cannot provide the agreed service, we will refund the deposit unless you choose to transfer it to another booking. This does not limit any other remedy you may have under applicable consumer law.

Service problems and legal rights

This policy does not remove rights to cancel or obtain a remedy where New Zealand law gives you that right, including where a service substantially fails to meet applicable consumer guarantees.

How to cancel or change a booking

Reply to your booking email or contact uteandtrailerbookings@gmail.com with your booking reference and the change you need.