Refund Policy | New Zealand

This Refund Policy outlines the process for requesting price adjustments, refunds, or submitting complaints regarding your Ride or Eats order facilitated through the Uber platform.

1. Uber’s Role

Uber provides a technology platform that connects you with independent third party providers (“Third Party Providers”) who offer transportation services, delivery services and/or goods.

As an intermediary, Uber facilitates your connection with Third Party Providers. When you use the Uber platform to obtain services or goods directly from these Third Party Providers, Uber and/or its affiliates facilitate your payment of applicable charges on behalf of the Third Party Provider as their limited payment collection agent. Payment of charges in this manner is considered the same as payment made directly by you to the Third Party Provider. For further details, please refer to Clause 4 ("Payment") of the General Terms and Conditions.

An affiliate of Uber may also offer you (i) delivery and/or marketplace services on the Uber Eats platform; and / or (ii) support services on the Uber Rides platform.

2. Requesting Price Adjustments or Refunds from Third Party Providers

You have the right to directly request lower charges from a Third Party Provider for services or goods received by you from such Third Party Provider at the time you receive those services or goods. Uber will respond accordingly to any request from a Third Party Provider to modify the charges for a particular service or good.

3. Submitting a Request or Complaint to Uber

If you would like to request a price adjustment or refund or otherwise have a complaint about your Ride or Eats order that you were unable to resolve directly with the Third Party Provider (where applicable), please submit your request or complaint to help.uber.com within thirty (30) days of the transaction in question. The decision to review any submission made after 30 days will be in Uber’s sole discretion.

4. Uber's Handling of Requests and Complaints

Uber or its affiliate operates a complaints process to allow you to make complaints about Uber, an Uber affiliate (in its capacity as delivery and marketplace service provider) or Third Party Providers, as the case may be. Uber or its affiliate will manage refunds to you in relation to those complaints. Uber or its affiliate will operate this complaints process in a reasonable manner. This may include, but is not limited to taking no action, issuing credits to your Uber account in the form of Uber funded Uber Cash as an appeasement (if permitted by applicable law and the Uber Cash Terms) or refunding the method of payment used for your transaction. If you have used cash to pay for your transaction, we will only be able to refund by bank transfer to your nominated account in Australia.

5. Your Rights at Law

Nothing in this Refund Policy excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited. This includes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Contract and Commercial Law Act 2017, or any other applicable consumer protection legislation in New Zealand. If any provision of this Refund Policy is inconsistent with such legislation, that provision will, to the extent of the inconsistency, be read down or severed.