FAQ's | Nelson City Taxis
How do I pay my fare?
Nelson City Taxis offer you a variety of payment options. You can pay in advance of your ride (see below), or in the taxi. We accept cash, EFTPOS/Credit Cards ($2 service charge if paying by card) and TaxiCharge products. You are also able to pay by a credit card loaded into your i-hail taxi-booking app.
Can I book and pay for someone else’s taxi?
Yes, you can pay for someone else’s taxi using a manual credit card booking. Please state that you would like to pay using this method when you book the taxi.
How can I book a Taxi?
We have a variety of options for booking a taxi, these are as follows:
- Book by Phone: Simply phone our call centre on 03 548 8225, or Freephone 0800 10 88 55.
- Book by email: email your booking details to email@example.com (please allow at least 24 hours before the taxi is required).
Book By App: Our new i-HAIL app offers a streamlined booking process, where you can watch your taxi dispatch to you. The app allows you to pay the driver, or by a pre-loaded credit card. It will give you an estimate of fare cost, AND NEVER SURGES!
What hours do taxis operate?
Our taxis operate 24/7 – you can order a Nelson City Taxi at any time of the day or night.
Can I take my dog in a taxi?
All taxi drivers must take the passengers with disability assist dogs including the guide dogs or other official dogs. However, the person whom the dog is accompanying must comply with any reasonable conditions imposed by the occupier or person controlling the premises or place in relation to the entry or presence of the dog. Some drivers will take other animals in their car, but please check in advance of the ride by asking the driver, or letting the call taker know when you book.
Why are taxi vans so hard to get? Especially on Friday / Saturday nights?
We only have a few taxi vans, most of which work long weeks fulfilling transport contracts, and on Friday and Saturday nights only 1 or 2 will usually work. It is not uncommon for there to be no van available on a weeknight, although if we have advance warning there is a possibility we can arrange this for you. Hence - vans are a rarity and should be pre-booked well in advance. To book a van please call our van co-number: 0800 843 826.
Can you take 5 passengers in a taxi?
For 5 or more passengers, please let our call takers know that you'd like to book a van. We do not have any 5 seater taxis in our fleet. If a van is not available, we can dispatch multiple vehicles to complete your booking.
Can I order a taxi van to help me move flat?
No, a taxi van cannot help you move flat.
Can you deliver my groceries?
For pre-paid items, no problem. We are unable to purchase goods for you, as it is quite common for our drivers to be left out of pocket and have to return items.
Can you deliver alcohol / Cigarettes?
In short, no. It is illegal to buy alcohol then sell it on to you without the proper license. Even if the alcohol is pre-paid, we cannot know that it is not destined for a minor. The same applies to cigarettes.
Why is my pre-ordered taxi late?
Pre-ordering a taxi gives you priority, and we endeavour to get your cab to you at the required time, but sometimes vagaries of traffic/weather, etc. turn even the best-laid plans to dust. With this in mind, please ensure you leave plenty of time to get to your destination – especially if your booking is to catch other transport. Nelson City Taxis will not be liable for any compensation of missed transport if the passenger has not provided ample time to get tot heir destination.
Will the driver knock on my door when he/she arrives?
As a safety measure, we prefer that you do not ask us to knock on your door at night. If you require notice of arrival, please ask the call-taker when placing your order, and we can send a text when your taxi approaches.
Can a driver refuse to take me?
Taxi drivers can legally refuse passengers if, on reasonable grounds, they consider:
- Their personal safety would be threatened or endangered.
- The intending passenger is under the influence of drink or drugs.
- The intending passenger is in a filthy condition.
- The intending passenger is consuming food or drink.
- The intending passenger is noisy, violent or is disturbing the public peace.
- The intending passenger is accompanied by an animal unless that person’s sight is impaired and the animal is a guide dog.
- The intending passenger owes the driver for a previous fare and refuses to pay what is owed.
- The intending passenger doesn't have enough money to meet the cost of the journey - the driver may ask for payment in advance.
- The number of passengers wishing to travel exceeds the number stated on the vehicle’s loading certificate.
The driver may also terminate the journey at any time for any of the above reasons.
What is Nelson City Taxis Cancellation Policy?
Nelson City Taxis reserve the right to charge the estimated fare or part there of, if the driver has commenced travel toward the booking before it is cancelled. If cancelled prior to the driver commencing travel toward the booking pick up address, there is no cancellation fee.
I've left something in the taxi, where do I retrieve it?
Any property found in a taxi is required to be dropped at the nearest police station within 48 hours if not claimed sooner.
If you leave something in a taxi, please try and remember what cab number and/or the driver's name (as shown on the id card which all taxi drivers are required to display in clear view of the passenger).
If you don't remember either of these details, the pickup address, time and date, and drop off point are important information in the finding of lost property.
“It was a white taxi and we got it somewhere in town about 1 - 3 am on Saturday night” is not sufficient info for us to work on.
If you lose a cell phone, try ringing it first. For further information please go to our lost property page.
Do you provide car seats for children?
Nelson City Taxis do have a couple of car-seats that can be hired. You need to state this at the time of booking your cab. The cost of hiring a car seat is $8 (per seat). It is your choice whether or not you request a car seat, but Nelson Taxis recommends always ensuring your child is correctly restrained. For more information, see www.nzta.govt.nz
Can a driver charge me for soiling a cab?
Yes. A driver is legally able to charge you for defiling or soiling their cab. The maximum fee will be stated on the fare schedule. Currently the maximum fee for this is $300. This fee is to compensate the driver for lost income whilst they clean and / or for further income lost if they are unable to go back on the road that day.
Do I have to take the first cab on the rank?
Ultimately, the taxi you get into is your choice. However, it is professionally courteous – and part of our code of conduct – that a driver will suggest you take the car first on the rank if there is one ahead of them.
Do your vehicles have security cameras?
Yes – all Nelson City Taxis have NZTA approved in-vehicle security cameras. These are professionally checked every 6 months, and a driver is not allowed to work if their camera is not in working order.
Can I purchase Taxi Vouchers?
Yes, you can purchase pre-paid taxi vouchers from our office at 27 Selwyn Place. There is no limit as to how much you can put on these voucher cards. Please note that the vouchers must be treated as cash, as they cannot be canceled or refunded if lost. If you would like to top up the voucher card, you must bring the card with you into the office to do so. These vouchers can be used anywhere in NZ where you see the Taxicharge symbol.
How do I set up an account?
Nelson City Taxis runs all of their accounts through Taxicharge – our affiliated billing partner. You can find further information on Taxicharge account at: https://www.nelsontaxis.co.nz/services/open-an-account.
How Do I make complaint?
If you need to make a complaint please either phone our Society office on 035467040 (business hours only), or call our call centre on 0800 10 88 55. You can also email us on firstname.lastname@example.org.
Why do I need to pay extra for an Airport trip?
The airport tolls attributed to fares entering or exiting the Airport are necessary for us to pay the licencing fees associated with operating at the Airport. As a transport company, we are charged every time we enter or exit the Airport, and these charges need to be off-set by charging the customer an extra tariff. Currently, our Airport tolls are $5 for drop off or pick up.