Metlink Wellington

phone: 04 478-8315

Terms & Conditions


-Fares (Child Fares)
-Passenger Behaviour
-Duty to Carry
-Personal Property
-Customer Service Feedback


  1.     Introduction

1.1     These conditions of carriage apply to all Passengers travelling with Mana Coach Services Limited and Newlands Coach Services Limited. Each Passenger who uses the Services for any purpose agrees to be bound by these conditions of carriage in their entirety.  These conditions of carriage constitute the entire agreement between the Company and the Passenger, and may be changed from time to time at the sole discretion of the Company.

1.2   In these conditions of carriage, the following terms will have the following meanings:

Company meansthe companyMana Coach Services Limited and Newlands Coach Services Limited;

Customer means any person being carried by or about to be carried by the Company on a vehicle whether by special pass, hire or reward on the transport system and every other person bound by these conditions.

Disability assist dog (or assist dog) means a dog authorised under the Dog Control Act 1996 to help people with disabilities. Assist dogs may enter and remain in places where other dogs are prohibited to go;

Driver means any person in charge of a Vehicle or engaged in the duties of issuing or checking tickets or regulating the operation of Vehicles;

Employee means and includes any employee or agent of the Company with the responsibility for the operation of the Services;

Fare means any fare, toll or charge, which may be fixed from time to time by the Company in respect of its services;

Inspector means an employee with the responsibility for on-bus ticket auditing and other duties as required on Mana/Newlands buses and/or the routes and loading locations used by the company’s services.

Manager means any employee with the job designation Manager and includes the Chief Executive;

Mana/Newlands means the companies Mana Coach Services Limited and Newlands Coach Services Limited;

Mobility scooter is a mobility vehicle used by people with reduced or limited mobility. It is not considered a disability device and is not permitted on passenger services;

Operator means and includes any Mana/Newlands employee engaged in the duties of operations management, driving, issuing or inspecting tickets or regulating the loading or operation of vehicles. It also includes any employee delegated to represent the company in an official capacity.

Pass means anycard or coupon that entitles the holder to travel on a Mana/Newlands bus service without the need to purchase a cash fare at the time of travelling. These include, but are not limited to, SmartCards, Mana School Termpasses, SuperGold cards, Mana Staff Passes, Community Guardian passes.

Passenger means any person being carried on a Vehicle and every other person bound by these conditions of carriage;

Rural Pass is a pass issued to rural school students which is authorised by the rural school in conjunction with the Ministry of Education. A Rural Pass is valid for one school year.

Services means the operation of bus and coach carrier services provided by the Company;

SmartCard (or Mana/Newlands SmartCard) is the stored value concession card issued for use on Mana Coach Services and Newlands Coach Services bus services.

Snapper Card is a stored valueconcession card issued for use on some NZ Bus services. It cannot be used on Mana Coach Services and Newlands Coach Services bus services.

SuperGold Card means a valid SuperGold card issued to a Card Holder by the New Zealand Government under the Social Security (SuperGold Card) Regulations 2007;

Termpass is a pre-paid pass issued to school students which is valid for one school term.

Ticket includes a pre-paid multi-trip fare card or period pass.

Transfer means transferring from one service to another. Customers can purchase a fare that includes one transfer but may not purchase a fare that includes more than one transfer.

Vehicle means the bus, coach or any other vehicle used by the Company in provision of the Services;

Wheelchair means a manually operated or powered disability chair used in a public transport context as defined by the Greater Wellington Regional Council;

Wheelchair accessible means the ability of buses to accommodate a wheelchair.

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  1.     Fares

2.1    Each Passenger must pay the appropriate fare / show the appropriate pass / use the appropriate card at the time of boarding in accordance with the fares set by the Company.

2.2    Each Passenger must produce a valid ticket or show the appropriate pass or card upon demand, as well as provide full and correct information as to where and when they boarded the Vehicle.  If such evidence cannot be produced, the Passenger must pay a replacement fare.

2.3    No Passenger shall travel on the Vehicle beyond the point for which they have paid the appropriate fare, unless they pay the correct fare for the additional distance they intend to travel.

2.4     Passengers may not purchase a fare that includes more than one transfer.

2.5     All fares and tickets are non-transferrable and non-refundable.

2.6     All fares include GST.

2.7                 SmartCard (or Mana/Newlands SmartCard)

The Mana/Newlands SmartCardis the stored value concession card issued for use on Mana Coach Services and Newlands Coach Service bus services.

SmartCards are subject to administration fees, refer Mana SmartCard brochue or call a Mana or Newlands Coach Services office.

The SmartCard will hold a maximum of $100 prepaid travel.

The $10 card cost is a deposit and will be refunded if your card is returned in resaleable condition. Should the card become damaged and unusable, the card owner will need to purchase a replacement card for a cost of $10; the $10 deposit paid for the card that has become damaged will not be refunded. Any remaining prepaid travel may be either refunded or transferred to the new SmartCard.

You can purchase a SmartCard on the bus (cash only), at any of the Mana/Newlands offices (cash, EFTPOS, Credit Card [except AMEX])  or on line at

You can top up a SmartCard on the bus (cash only) or at any of the Mana/Newlands offices (cash, EFTPOS, Credit Card [except AMEX]). Note, SmartCards may only be topped up on-line during the original purchase of the SmartCard.

You will be issued with a ticket receipt whenever you use your smartcard to let you know how much is remaining on your smartcard

SmartCards may be used on the After Midnight and Whenua Tapu bus services but the discounted fare does not apply.

All members of the family can use the SmartCard so a family need only own one card if they wish

Customers are encouraged to register their SmartCards. If you lose a SmartCard and it is registered it can be hot-listed so no one else can use it. Call a Mana/Newlands office for more details on registering your card.

There is normally no need to remove your SmartCard from your wallet when buying a ticket, the bus ticket machine scans the SmartCard through most wallets.


2.8     SuperGold Card

The SuperGold Card means a valid SuperGold card issued to a Card Holder by the New Zealand Government under the Social Security (SuperGold card) Regulations 2007.

To be eligible for a SuperGold card customers must be a) 65 years or over and legally and ordinarily resident in New Zealand or b) under 65 years who receive the Non-Qualified Spouse or Partner rate of NZ Super or Veteran's Pension or c) under 65 years who currently receive the Veteran's Pension. All holders of SuperGold cards can travel free on off-peak Metlink services.

Weekday off-peak travel is between 9am and 3pm and after 6.30pm. Outside these times a normal fare will be payable.

          Off-peak also applies all day on weekends and public holidays.

Train services identified as off-peak in timetables may differ from services eligible for free travel with your SuperGold card.

SuperGold cards may be used on After Midnight bus services.

For general information about SuperGold cards please call 0800 25 45 65 or visit


3.0    Child & Student Fares

Children under the age of 5 travel free of charge but must be accompanied by an adult or child ten years of age or over.

Children aged 5 to 15 years + 364 days pay child fares.

Secondary school students aged 16-19 years + 364 days in school uniform or on production of a current secondary school photo ID pay child fares.

Tertiary students do not qualify for child fares.

Any Passenger travelling on a child fare must stand if an adult requires a seat.

Adults are responsible for the behaviour of accompanying children in their care or under their supervision.

3.1   Promotions and competitions

From time to time the Operator may run certain promotions or  competitions which may be restricted to certain routes, times, fare and payment types and shall be subject to such terms and conditions as the Operator advertises to Passengers.

The Operator reserves the right to withdraw or amend any promotion or competition at any time, including before any published end date.

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  1.     Passenger Behaviour

  Passengers must

  • behave in a reasonable, sensible and lawful manner on Vehicle;
  • comply with any request from an Employee concerning the availability of certain seats reserved for disabled passengers or children;
  • use mobile phones considerately; and
  • every Customer shall upon request give to the Operator true and correct information as to where and when they boarded the vehicle and details as to payment of the fare and shall produce for inspection the ticket which relates to the fare.
  • every Customer upon request shall give to the Operator true details of their name and address, where the Operator has good reason to require that information.
  • customers must ensure that they are clearly visible to the driver at all pick up points.
  • customers should be careful moving about the vehicle which may start or stop without warning. The Operator recommends that all Customers use the hand holds and rails provided at all times.

     Passengers must not

  • smoke, or  consume any type of alcohol or items of food and drink at any time in any part of the Vehicle;
  • speak or behave in a manner that is abusive, threatening or likely to cause offence to other Passengers or Employees;
  • speak to the Driver whilst the Vehicle is in motion, obstruct the Driver’s vision or otherwise distract the Driver from their duties;
  • damage, deface, soil or otherwise misuse any fixture, fitting or other part of the Vehicle including the seating, or attach any article to or throw any article from the Vehicle;
  • play any musical equipment in a manner which may cause annoyance to Passengers or Employees;
  • allow small children to be uncontrolled at any point when boarding or travelling on the Vehicle;
  • take part in any form of criminal activity or carry dangerous or legally prohibited items onto the Vehicle in any way;
  • take any animal other than a disability assist dog on the vehicle;
  • enter or leave the Vehicle whilst it is moving or waiting anywhere other than an authorised bus stop;
  • stand or remain standing on the steps of the Vehicle or any other unauthorised part of the Vehicle; or
  • Customers must not enter (or attempt to enter) the vehicle through any entrance until all alighting Customers have alighted.

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  1.      Duty to Carry

The Company shall, within the legal limits of the Vehicle, carry all Passengers who wish to use the Vehicle.

The Driver may at any time refuse to carry a Passenger, or remove a Passenger from a Vehicle without refunding their fare, if:

  1. the Driver believes that such action is necessary for the Passenger’s safety, or the safety of the Driver, other Passengers or Employees;
  2. the Driver believes the Passenger is behaving in a manner that is or may become dangerous, unlawful, offensive, abusive, intimidating or annoying to the Driver, other Passengers or Employees;
  3. the Driver believes such action is necessary to comply with these conditions of carriage, or any applicable laws, regulations, licenses, consents or approvals;
  4. the Passenger refuses to obey a reasonable request made by the Driver; or
  5. the Passenger fails to act in accordance with clause 3.
  6. Is in a filthy condition; or
  7. Is consuming food or drink or appears to be under the influence of alcohol or any other intoxicating substance; or
  8. Is noisy, offensive, violent or is disturbing the public peace, or the Operator otherwise has reasonable grounds to believe that the personal safety of the Operator or any other passenger is being threatened by that person; or
  9. Has damaged or is threatening to damage the vehicle or its fittings; or
  10. Is accompanied by an animal other than a registered disability assistdog.
  11. Is unable or refuses to pay the correct fare for the journey, or has travelled beyond the point to which he has paid to travel and is unable or refuses to pay the additional fare due; or
  12. Is smoking any substance or material whether by use of a cigarette or pipe or any other means.

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  1.      Wheelchairs

Most Mana/Newlands buses are wheelchair-accessible.  Customers are advised to contact the company to check if a wheelchair accessible bus is or can be deployed on a particular service.

Foldup and non-foldup manual and powered wheelchairs may be carried on Mana/Newlands wheelchair accessible buses provided they meet certain criteria. Mobility scooters are not considered disability devices and are not permitted on Mana/Newlands passenger services.

            Wheelchairs must meet the following criteria

  1. Wheelchair accessible buses are designed to accommodate a wheelchair with a maximum footprint of 70cm by 120cm.
  2. The combined weight of a self-propelled wheelchair and its user must not exceed 200kgs. For powered wheelchairs it must not exceed 250kgs.
  3. drivers may not be able to leave their seats to assist passengers boarding or exiting the bus
  4. drivers are not permitted to participate in carrying passengers [in wheelchairs] on and off the vehicle.
  5. wheelchair users must provide their own helper if special manoeuvring, manual lifting and heavy handling of the wheelchair is required.
  6. drivers will not operate powered wheelchairs.
  7. wheelchairs must be in a safe and good working condition
  8. luggage and bags must not be attached to the wheelchair especially when using the ramp.
  9. if you are using a folding wheelchair you must be accompanied by enough helpers to allow you to travel safely, including getting on and off the bus and storing the folded wheelchair.
  10. wheelchairs should be secured in the allocated space using the restraints with wheelchair brakes applied. In the case of powered aids, the power is to be switched off. Wheelchairs may not be parked in bus aisles under any circumstances.

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  1.      Personal Property

The Company reserves the right to refuse or restrict the size and type of    luggage or other belongings a Passenger can bring on the Vehicle. 

            Passengers are entitled to bring small items of luggage and other belongings at the sole discretion of the Driver, provided they are not likely to present a danger to the Driver, other Passengers or Employees. 

  1. No Customer shall bring any large luggage, parcel, pram or pushchair onto the vehicle unless approved by the Operator and shall place it in the area provided for luggage.
  2. Customers with prams must not block the aisle with the pram. If there is no space available to park the pram away from the aisle, the chair should be folded and placed in the luggage compartment area and the child held on the knee or seated.

            For safety reasons, Customers must not carry the following items onto the vehicle or in any luggage:

  1. Firearms loaded or unloaded
  2. Corrosive materials, car batteries
  3. Explosives, fireworks
  4. Flammable liquids and solids, petrol, kerosene
  5. Poisonous, toxic, infectious substances, weed killer
  6. Radioactive materials;
  7. Compressed gases, LPG bottles
  8. Paint in unsealed containers or in plastic containers exceeding 5 litres, 10 litre plastic pails.
  9. Any other item reasonably considered by a driver to be capable of injuring or causing harm to the driver or to other passengers.
  10. Other dangerous goods (such as offensive and noxious materials).


            Each Passenger agrees to indemnify the Company for any loss or damage caused to Company property or other persons by the carriage of luggage or other goods, and the Company accepts no responsibility for any luggage or other goods placed or left in any Vehicle.

            If a Passenger finds lost property on any Vehicle, they must hand it to the Driver.  Providing the item is not perishable or objectionable, the Company will keep it for a period up to but not exceeding two months after which any unclaimed lost property may then be handed to the Police or otherwise disposed of.

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  1.      Customer Service Feedback

For any complaints or feedback regarding Mana Coach Services or Newlands Coach Services urban services please contact either the operator at or  METLINK Service Centre on 0800 801 700

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  1.      General

The Company shall be under no liability whatever directly or indirectly caused by or arising out of anything done by the Company, Driver, employer or agent pursuant to these conditions of carriage. 

Except as provided in these conditions of carriage, the Company shall not be liable for any loss, damage, liability, or cost suffered by you as a result of any cancellation or withdrawal of any service by the Company, or any delay to any service, or termination of any service. 

Any Passenger who damages or causes to be damaged any property of the Company shall be liable for the cost of the repair and reinstatement of that property together with any other losses, damage or expense the Company may have incurred.

In the event that any clause or any part of any clause contained in these conditions of carriage is declared invalid or unenforceable, all other clauses or parts of clauses contained in these conditions of carriage shall remain in full force and effect and shall not be affected thereby.

These conditions of carriage shall be governed by and construed and interpreted in accordance with the laws of New Zealand and the parties submit to the exclusive jurisdiction of the New Zealand courts.

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