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Fix a transport-card overcharge or get a refund

AT HOP, Snapper, Bee Card or Metrocard errors

Prefer to hand it off?

An autonomous agent can draft the letter, send it (with your approval), and chase the council until it's resolved.

Let's get your money back. Which card is it (AT HOP, Snapper, Bee Card, Metrocard), which trip went wrong, and how much were you overcharged? A screenshot of your transaction history helps a lot.

Attach a photo of your notice, signage, or receipts (click the clip or drag and drop). General information, not legal advice. Enter to send, Shift+Enter for a new line.

Your rights

The smartcard's terms of use
These set out how fares, tag-on/tag-off, default fares and refunds work, and your right to have genuine errors corrected.
Consumer Guarantees Act 1993 & Fair Trading Act 1986
The card and top-up service must work as promised. Being overcharged, or misled about fares or refunds, can breach these Acts.

Who to contact

Your region's public-transport operator and smartcard team (AT HOP in Auckland, Snapper in Wellington, Bee Card in most regions, Metrocard in Christchurch).

Timing

Raise it as soon as you spot the charge, within about 60 days while trip records are easy to retrieve.

Refund is an independent service. It is not affiliated with, endorsed by, or connected to any council, transport authority or government agency. It provides general information and document drafting to help you exercise your rights, this is not legal advice. For complex or high-value matters, talk to a lawyer or your free local community law centre.