Cancellations & Refunds

Covid-19 Traffic Light System

From Friday 3 December,  all customers may need to use My Vaccine Pass to enter winery venues as required by the traffic light system. You can present either a print out of your vaccine certificate, or your My Vaccine Pass for the winery host to scan. You may also be asked to show ID. Failure to do so may result in you not being able to enter a winery. Businesses cannot accept a purple vaccination card or vaccination confirmation letter as proof of your vaccination status.

If you can no longer attend your booking due to you unable to comply with the new regulations, please inform us as soon as possible. We will not be giving cash refunds within 5 days of booking as per our standard cancellation policy.

 Our cancellation policy is very straight forward:

Cancellation Policy

We understand that sometimes, plans can go awry. However, from the time that you make a booking, bikes are held for you in anticipation of you coming. We cannot give refunds because your changed your mind. 

When you book, we ask that you pay the full amount up front. We no longer take deposits or verbal reservations.

Change of Mind Policy

Please make your bookings carefully. If you have made a booking and wish to cancel within 72 hours of making such booking, we will not issue a refund. We will only issue gift vouchers to the value of the hire for you to use at a later date.

If you make a booking within 48 hours of your chosen date and time, we expect you to turn up and we will not issue refunds for cancellations or changes in booking quantities.

Up to five (5) days before your booking
Charges
Free of Charge*
Details
If you cancel your booking or adjust your booking quantity, date, or time, prior to 5 days the pickup date and time, there is no cancellation fee.
Within 5 days, but more than 2 days (48 hours).
Charges
Vouchers or 50% of the total hire*
Details
For cancellations within 5 days only gift vouchers, valid for 2 years, will be issued - no cash refunds. For cancellations of groups of 9 or more, only 50% of the value of the booking will be issued in vouchers. If you reduce your booked numbers, we will only issue gift vouchers for the difference, no cash refunds.**
Within 48 hours
Charges
100% of total hire
Details
If you cancel or adjust your booking within 48 hours, there will be a cancellation fee equal to 100% of the total hire amount.
On the day of pickup
Charges
100% of total hire
Details
If you cancel or adjust your booking on the day of pickup there will be a cancellation fee equal to 100% of the total hire amount.
After Pickup
Charges
100% of total hire
Details
If you do not show up and the booking date and time has passed or once a hire has started, no refunds will be given.

*card processing fees are not refunded and not included in refund calculations.

**This is assuming “fair warning” for us to be able to re-sell the bikes reserved by you. If there is more than a 25% change in booking numbers, we will refund only 50% of the booking change.

Please note, all cancellations or changes to a booking must be done by email. All emails can be sent to info@onyerbikehb.co.nz

We take all cancellation requests into consideration, pease let us know if there are unusual or exceptional circumstances that casued the cancellation.

Cancellation due to weather

Bicycling is an outdoor event, and it may be windy or raining during the winery tour. We don’t generally cancel for unsettled weather unless we consider it to be too uncomfortable or dangerous to cycle during our operation hours.

For this to occur we would have a weather forecast for Hastings district showing rain in excess of 1.5mm per hour for two or more hours or winds in excess of 30 km/h during the period of 11am to 4pm on the booked date. These readings are taken from the MetService website. Please note, Napier and Hastings have different forecasts and can experience different weather on the day.

If the weather doesn’t look enticing for a bike ride, please call us first to confirm the forecast. Weather is rarely as bad as it looks, so give us a call first.

If you still want to cancel becaue the weather is too wet or windy for you to cycle, we do allow booking cancellations within 24 hours with the following terms:

  1. We can organize the next available day to book you in for a bike ride, please let us know at the time of cancellation which day you would like to come on. This is subject to availability on your proposed date.
  2. We can issue you with a gift voucher to the value of the booking you made. This can be used within 2 years of issue.

Unfortunately we cannot do bank, card or cash refunds for weather cancellations.

Once a hire has started or the booking date and time has passed and you have not been in contact, no refunds will be given.

Cancellation by On Yer Bike

On Yer Bike Hawke’s Bay Ltd reserves the right to cancel bike hires without prior warning due to weather or other related conditions. If a cancellation is due to poor weather conditions such as heavy rain or strong winds, we will endeavour to either reschedule your booking on the next available day, subject to availability or find an alternative date.

Should we not be able to find a suitable alternate date for any reason, a full refund of any deposit or payment made to On Yer Bike Hawke’s Bay Ltd will be given.

Changes to this policy

We do review and update our refunds and cancellation policy on a regular basis. This page is considered a true and accurate representation of our current policy and supercedes any previous policies that we may have issued in whole or in part.