Public transport payments terms of use Ngā here whakamahi mō te utu waka tūmatanui

Introduction

Section 1 – AT HOP cards

12. The Terms in this section apply to your possession and use of an AT HOP Card issued by AT or our authorised agents (Retail Agents). They apply in addition to those Terms in the Introduction or General Terms sections of these Terms.

Registered and Unregistered AT HOP Cards

13. AT HOP cards: an AT HOP Card may be either a Registered AT HOP Card (see details on how to register an AT HOP Card below) or an unregistered AT HOP Card.

14. Registered AT HOP Cards:

14.1. You may register one or more AT HOP Cards in your name so that each one becomes a Registered AT HOP Card. You may register an AT HOP Card via AT’s Website by setting up a myAT Account and registering your AT HOP Card in your myAT Account. To set up a myAT Account you must provide your personal information (such as your name, date of birth, email address, physical address and telephone number) and following the instructions on the AT Website. You may visit an AT Customer Services Centre if you require assistance with registering an AT HOP Card.
14.2. You must not allow a Registered AT HOP Card registered in your name to be used by another person. If a Registered AT HOP Card registered in your name is found in the possession of another person, we (and the Retail Agents, Transport Officers and Public Transport Operators) reserve the right to retain that AT HOP Card.
14.3. You must ensure that your contact and payment details for any Registered AT HOP Card registered in your name are kept up to date and correct.

Your obligations

15. By using an AT HOP Card to pay your fare on a Public Transport Service you agree to:

15.1. use the AT HOP Card only in accordance with these Terms;
15.2. comply with all notices, policies and instructions relating to the use of the AT HOP Card, concessions and Products that we may issue from time to time;
15.3. provide us with any information and assistance that we may reasonably request relating to the issue, use, suspension and cancellation of the AT HOP Card;
15.4. tag on at the beginning of your journey and tag off at the end of your journey;
15.5. take proper care of the AT HOP Card to avoid damage including keeping the AT HOP Card flat and not bending it (as that may damage the AT HOP Card);
15.6. not misuse, deface, modify or destroy the AT HOP Card;
15.7. not tamper, or allow anyone else to tamper, with the AT HOP Card;
15.8. ensure that if carrying two or more cards together that only one is used at a time and that the same card is used to tag on and tag off for each journey;
15.9. not alter, remove, or replace any notices, trademarks or artwork on the AT HOP Card; and
15.10. when using an AT HOP Card loaded with a concession, carry a further form of identification to prove your eligibility for that concession.

Identification

16. Identification: We may refuse to provide any information to you in relation to any AT HOP Card if you do not provide us with all reasonably requested information to verify your identity as the lawful holder of the AT HOP Card.

Payment using an AT HOP Cards

17. Payment of fares by tagging on and tagging off: You may use an AT HOP Card to pay for journeys on Public Transport Services provided by Public Transport Operators in the Auckland region by tagging on at the beginning of your journey and tagging off at the end of your journey. The time at which you tag on is deemed to be the time at which you start your journey. Payment will be made using the following products that are provided by the AT Ticketing System (AT Ticketing System) as may be available and as may be added or removed by AT from time to time (Products):

17.1. Monthly Pass: a pass credit valid for one calendar month loaded onto an AT HOP Card allowing you to have unlimited journeys within a number of days (Monthly Pass) on specified ferry services as set out on AT’s Website. (Please note, the monthly pass for buses and trains has been replaced by the 7-Day Fare Cap as set out below in these Terms); and
17.2. HOP Money: stored money value loaded onto an AT HOP Card (HOP Money), which can be used to purchase fares and paper tickets on Public Transport Services.

18. Amendment of Product types: We may at any time add, remove or amend the Products available for use with an AT HOP Card. AT reserves the right to limit the usage of these Products whether by operator, mode, date or time. Where possible, we will give you at least two weeks’ notice via the notice methods set out in these Terms.

19. Public Transport Operators: Certain Public Transport Operators have entered into agreements with us to accept Products on an AT HOP Card as a means of payment for journeys on services run by those Public Transport Operators that are not Public Transport Services. If a Public Transport Operator notifies us that it no longer accepts the AT HOP Card as a means of payment on those services, we will communicate this to customers as soon as reasonably practical.

20. Continuous Journey Calculation: the amount you pay for each journey is calculated by the AT Ticketing System based on your continuous journey which means the total amount of travel within four hours of the time at which your first tag on. The provisions in these Terms on the 7-Day Fare Cap will apply (see below).

21. Concessions: If you are eligible for a concession, you must register an AT HOP Card in your name and apply for that concession to be loaded onto your nominated Registered AT HOP Card at an AT Customer Services Centre.  Only one concession may be loaded onto your Registered AT HOP Card at any one time. When using an AT HOP Card loaded with a concession, you must carry a further form of identification to prove your eligibility for that concession. (Information about concessions and their eligibility criteria is available from www.at.govt.nz).

22. Paper tickets: You may use the HOP Money on your AT HOP Card to pay for a paper ticket for another person. Your AT HOP Card will be charged at the applicable advertised cash fare, not the advertised AT HOP fare.

Adding Products and Topping Up

23. You can add Products to your AT HOP Card and top up at AT Customer Services Centres, at AT top up machines, via our Retail Agents or via AT’s Website (for Registered AT HOP Cards). HOP Money and Products can be added to your AT HOP Card an indefinite number of times unless the AT HOP Card is reported stolen or lost, has expired or is otherwise cancelled in accordance with these Terms.

24. HOP Money: The following provisions apply if the HOP Money Product is available:

24.1. each time you add HOP Money to your AT HOP Card online, you must top up a value so that your card reaches a minimum balance of $5;
24.2. each time you add HOP Money to your AT HOP Card at an AT Customer Service Centre, top up machine or Retail Agent, you must add a minimum of $1;
24.3. the maximum amount of HOP Money that may be held on any AT HOP Card is $500 (including  GST);
24.4. A Public Transport Operator may permit you (at its discretion) to commence and complete a journey, as long as there is a positive or $0.00 HOP Money balance on the AT HOP Card for each leg of your journey;
24.5. HOP Money on multiple AT HOP Cards cannot be combined to pay a single fare.

25. Monthly Pass: The following provisions apply to using a Monthly Pass:

25.1. Monthly Pass Products are available for travel on ferry services stated on AT’s Website including on Fullers360 Waiheke, Island Direct, Inner Harbour ((Bayswater, Birkenhead, Devonport, Northcote Point and Stanley Bay), Mid Harbour and Outer Harbour ferry services. (Note, the 7-Day Fare Cap replaces monthly passes on buses and trains);
25.2. A Monthly Pass includes bus and train travel in the same zone in which you start or end your ferry journey;
25.3. A monthly pass is activated by "tagging on" and expires when the specified number of days from the day of activation has elapsed.
25.4. Only one type of Monthly Pass may be loaded on an AT HOP Card at any time. A second Monthly Pass may be loaded onto an AT HOP Card only after the previous Monthly Pass has been activated.

7-Day Fare Cap

26. 7-Day Fare Cap: The total amount you pay for certain Public Transport Services using your AT HOP Card in a seven-day period is capped at an amount set by AT from time to time (7-Day Fare Cap). The 7-Day Fare Cap currently is $50 but this may be amended. See AT’s Website for more information.

27. The 7-Day Fare Cap means that you will pay no more than $50 in any seven-day period for travel anywhere within Auckland on an included Public Transport Service included within the 7-Day Fare Cap when you travel on and from midnight of the first day on which you tag on with your AT HOP Card up to midnight on the seventh day.  Once you reach the 7-Day Fare Cap amount, further travel on included services will be free of charge until 11.59pm on the seventh day from (and including) the day on which you first tagged on – (if you tag on at 10.50am on a Monday, the fare cap will apply for all travel up to 11.59pm on the following Sunday).

28. The 7-Day Fare Cap is automatically activated by "tagging on" with your AT HOP Card.

29. The Public Transport Services included in the 7-Day Fare Cap are all bus, train and inner harbour (Bayswater, Birkenhead, Devonport, Northcote Point and Stanley Bay) ferry journeys paid for with an AT HOP Card (Included Services). All other services are excluded from the 7-Day Fare Cap (Excluded Services). AT may change the services that are deemed Included Services or Excluded Service at any time.

30. If you have not tagged on with your AT HOP Card at the beginning of a journey or tagged off at the end, that journey will not count towards the 7-Day Fare Cap being applied and the 7-Day Fare Cap will not apply to that journey so you will be required to pay the full adult fare or default fare for that journey.

31. HOP Money used to buy a paper ticket does not count toward the 7-Day Fare Cap.

32. Prior to reaching the 7-Day Fare Cap, where any journey involves both Included Services and Excluded Services, only the journeys on included services will count towards reaching the 7-Day Fare Cap. The following services are excluded services: mid-harbour ferries, outer-harbour ferries, non-AT ferries (such as the Waiheke ferry), buses not operated by (or under contract with) AT and Te Huia.

33. After reaching the 7-Day Fare Cap for any journey that involves both included and excluded services, customers will receive free travel only where the travel on an included service occurs after the travel on an excluded service.

34. If you are travelling using a Monthly Pass, the 7-Day Fare Cap does not apply to journeys where a Monthly Pass has been used for part or all of journey. The 7-Day Fare Cap also does not apply to bus, train or inner-harbour ferry journeys that start or end in a zone in which bus, train or ferry travel is included in the Monthly Pass.

35. Auto Top Up: You can add HOP Money to your Registered AT HOP Card automatically (Auto Top Up) for a specific period (eg, once per week) or when the value of your HOP Money on your AT HOP Card reaches a specified minimum level (eg, $10). To use Auto Top Up on your AT HOP Card, you:

35.1. must have a Registered AT HOP Card and a myAT Account;
35.2. must follow the instructions in your myAT Account to set up Auto Top Up by providing details of the bank account, debit or credit card from which Auto Top Up payments will be made;
35.3. must set the period for (eg, weekly) or set a minimum dollar amount at which Auto Top Up will be triggered (eg, $10) and set the amount you want to automatically top up when that minimum amount is reached noting that the minimum Auto Top Up amount is $5;
35.4. acknowledge and accept that by setting up Auto Top Up by entering the details above, you are authorising AT to automatically deduct the specified amount from your bank account or debit or credit card each time the Auto Top Up is triggered;
35.5. acknowledge and agree that we will hold the information regarding your bank account or debit or credit card in the AT Ticketing System;
35.6. acknowledge and agree that you may not receive advance notice of each Auto Top Up payment, but that we will notify you by email when the Auto Top Up is or was triggered; and
35.7. acknowledge and agree that, if a direct debit or credit card payment to us is dishonoured, rejected or we are otherwise unable to process the payment for any reason, we will attempt to process the direct debit or credit card payment again on two occasions and if we are unable to process the payment three times, the top up amount will be removed from your AT HOP Card and Auto Top Up will be cancelled. If this occurs and you wish to continue to use Auto Top Up, you will need to set up Auto Top Up again.

36. Inactive Products:

36.1. HOP Money: Any HOP Money added to your AT HOP Card via AT’s Website must be activated by tagging on at an AT HOP Card reader or an electronic gate within 60 days topping up online.  If you do not tag on within 60 days, the top up will expire. If this happens the payment will be reversed to the credit or debit card you used for your online top up.
36.2. Monthly Pass: Any Monthly Pass purchased on AT’s Website must be activated by tagging on at an AT HOP Card reader or an electronic gate within 60 days topping up online.  If you do not tag on within 60 days, the Monthly Pass will automatically be cancelled. If this happens the payment will be reversed to the credit or debit card you used to purchase the Monthly Pass.

37. Determination of HOP Money and other Products: The determination by us, a Retail Agent, Transport Officers or a Public Transport Operator (as the case may be) as to the amount of HOP Money and nature and value of other Products on an AT HOP Card will be final and conclusive. We reserve the right to correct the Products loaded on your AT HOP Card if we believe that a technical or accounting error has occurred. For the purposes of such determination, the nature and value of Products as determined by us, a Retail Agent, Transport Officer or a Public Transport Operator from any of the following sources will be deemed to be conclusive and binding:

37.1. the Products encoded in the AT HOP Card; or
37.2. our records, including records that we generate from the AT Ticketing System.

38. Obligation to examine: You must check your AT HOP Card on purchase or issue and on each occasion you add or remove a Product to that AT HOP Card.

39. Debits for products and fees: The AT Ticketing System will debit your AT HOP Card from the point of tag on using the following process from the points of tag on:

(1) is there a Monthly Pass to match the journey undertaken? If yes – the fare detail is recorded, if not:
(2) is there a Monthly Pass that could cover part of the journey? If yes – monthly pass amount is recorded and any remainder deducted from HOP Money, if not:
(3) the AT Ticketing System deducts the fare from HOP Money.

40. Transaction details: All transaction details, journey details and other details recorded when you pay your fare with your AT HOP Card will be recorded and retained by us. After you purchase Products (including HOP Money) on your AT HOP Card, we will update the AT HOP Card balance to reflect that purchase:

40.1. immediately, if you add Products to your AT HOP Card at an AT Customer Services Centre, via a Retail Agent or using an AT top up machine; or
40.2. immediately, if you have established an Auto Top Up as the direct debit payment instruction will be triggered once the specified minimum balance has been reached and your AT HOP Card has been automatically reloaded with the amount you have stipulated; or
40.3. at the next tag on event once we receive payment for the Products into our bank account (usually 1 hour after your online transaction is processed) if you add Products (including HOP Money) to your AT HOP Card using your myAT Account (for Registered AT HOP Cards only).

41. Online Transaction History: If you use your myAT Account (for Registered AT HOP Cards only):

41.1. you will be able to view your transaction history and journey details for each Registered AT HOP Card in your myAT Account (Online Transaction History) for the preceding three months or preceding 60 transactions via AT’s Website;
41.2. we may update your Online Transaction History at any time and will endeavour to update your Online Transaction History at least once per day, however there may be delays in updating some information, which may result in that information appearing in your myAT Account one or more days after the journey took place. (However, you will be able to check the current balance of your AT HOP Card in your myAT Account an AT Customer Service Centre, via a Retail Agents or at a top up machine).

AT HOP Trust arrangements, interest and GST

42. Trust arrangements: We maintain in a separate bank account an amount in excess of the face value of all Products that we are liable to repay to holders of AT HOP Cards in accordance with these Terms less any amounts cancelled, redeemed or otherwise forfeited in accordance with these Terms from time to time, which is held on trust for all holders of AT HOP Cards. You have a right to a proportion of the account equal to the value of the Products loaded on your AT HOP Card that we are liable to repay to holders of AT HOP Cards in accordance with these Terms less any amounts cancelled, redeemed or otherwise forfeited in accordance with these Terms from time to time. The bank where the account is maintained has been given written notice of the status of the account as a trust account for all holders of AT HOP Cards.

43. Interest: No interest will be payable to you in relation to any Products loaded on any AT HOP Card. All interest earned in relation to Products loaded on any AT HOP Card will remain our property.

44. GST: The charges and other amounts payable to us or our Retail Agents under these Terms are stated and payable in New Zealand dollars inclusive of GST, if any. No invoice or tax invoice will be provided to you when you purchase an AT HOP Card or load any Products on an AT HOP Card or pay your fare with Contactless. If you need to make an expense claim or GST claim, please use a printout from your myAT Account as a basis for your claim.

Balance transfers

45. A balance transfer can be completed only between two cards registered to the same myAT Account. Balance transfers cannot be completed between two separate myAT Accounts, from a primary to a linked account or between active Registered AT HOP Cards.

46. Retail agents: Certain Retail Agents have entered into agreements with us that authorise those Retail Agents to:

46.1. sell AT HOP Cards to customers;
46.2. load Products (including HOP Money) onto your AT HOP Card.

47. Identification: Retail Agents can be identified by their display of an “AT HOP is sold here” sign. You should present your AT HOP Card only at retailers when you see the AT HOP sign. If you present your AT HOP Card at readers that do not show the AT HOP acceptance sign, this may damage the AT HOP Card.

48. Unauthorised or unlawful transactions: You must not attempt to add Products via any Retail Agent if you have any suspicion that the Retail Agent is not a Retail Agent authorised by us. We will not honour Products that are added to an AT HOP Card by any unauthorised person or through any unauthorised or unlawful means.

Right to Refuse

49. We, a Retail Agent, Transport Officer or a Public Transport Operator (as the case may be) may refuse to accept an AT HOP Card for payment of a journey on a Public Transport Service provided by a Public Transport Operator if:

49.1. the AT HOP Card is expired, suspended, or cancelled, whether or not notice is given to you regarding such expiry, suspension or cancellation;
49.2. We, a Retail Agent, Transport Officers or a Public Transport Operator suspect that the AT HOP Card has been fraudulently issued, stolen, tampered with, or used, or that the AT HOP Card may in any way pose a risk to the AT Ticketing System;
49.3. The HOP Money or Products on the AT HOP Card are insufficient or have been exhausted;
49.4. the AT Ticketing System is unable to process the payment for any reason whatsoever, or any circumstance arises which prevents a Retail Agent or a Public Transport Operator from accepting or processing the AT HOP Card as a means of payment; or
49.5. You do not comply with these Terms.

Transfer

50. Where you lawfully hold an AT HOP Card that is not a Registered AT HOP Card, you may (unless the AT HOP Card is a Registered AT HOP Card) permanently give that AT HOP Card to another person and we will treat the new holder of the AT HOP Card as the lawful holder, and he or she will be bound by these Terms.

AT may require return of an AT HOP Card and provide a replacement:

51. We may at any time require you to return your AT HOP Card or register it in a manner notified by us. If this happens, we will replace your AT HOP Card with a new AT HOP Card having equivalent Products loaded on it.

AT’s Right to Retain an AT HOP Card

52. Right to retain: We, the Retail Agents, Transport Officers and Public Transport Operators will be entitled to confiscate or retain any AT HOP Card that we (or a Retail Agent, or Transport Officers or Public Transport Operator) have reason to suspect or believe:

52.1. has been fraudulently issued, stolen, tampered with or used in breach of the Terms;
52.2. in the case of a Registered AT HOP Card, was not issued to the person presenting the AT HOP Card (ie, you are using someone else’s Registered AT HOP Card or someone else is using your Registered AT HOP Card); or
52.3. the person presenting an AT HOP Card has no lawful entitlement to use that AT HOP Card for any other reason.
53. Co-operation: You agree to co-operate with us and, if applicable, the New Zealand Police, in recovering your AT HOP Card if it is lost or stolen, or if we have reason to suspect or believe any questionable behaviour or activity in relation to your AT HOP Card.

Risk and Title in AT HOP Cards

54. Subject at all times to our rights and those of our Retail Agents and Public Transport Operators as set out in these Terms:

54.1. you agree that risk of loss or damage to an AT HOP Card that you have purchased, or a replacement AT HOP Card provided in accordance with these Terms, will pass to you on your receipt of that AT HOP Card;
54.2. you carry and use an AT HOP Card at your own risk, and we will not be responsible for any interference or damage suffered by, or to, any electronic device that occurs as a result of your carrying or using an AT HOP Card;
54.3. we retain the right to manage and change the software and data on the AT HOP Cards at any time; and
54.4. upon the request of any authorised AT employee or representative, Retail Agent, Transport Officer or Public Transport Operator, you must produce for inspection all AT HOP Cards in your possession or control.

Expiry

55. An AT HOP Card (including any Products loaded on the AT HOP Card) will expire if the AT HOP Card is not used, no refund is requested or no Products are loaded onto the AT HOP Card for a continuous period of six years. AT will disable an AT HOP Card in the AT Ticketing System upon its expiry. Any HOP Money or Products remaining on the AT HOP Card upon its expiry will be forfeited and become AT’s property. If your AT HOP Card expires, we may be able to transfer HOP Money onto another AT HOP Card purchased by you in certain circumstances if you contact AT’s customer services telephone line or visit an AT Customer Services Centre. The amount of HOP Money we may agreed to transfer to a new AT HOP Card will be equal to:

55.1. the HOP Money balance on the date your previous AT HOP Card expired; and
55.2. the value (at the time of purchase) of any inactivated Products on your previous AT HOP Card on its expiry date.

Please note that if your expired AT HOP Card was not registered, you must present that expired AT HOP Card (in person) at an AT Customer Service Centre to obtain a transfer of HOP Money or value of inactivated Products to your new AT HOP Card.

Suspension

56. We may suspend any AT HOP Card or myAT Account if you breach any of these Terms where such breach amounts to fraud or fare evasion (to be determined by AT in its sole discretion). If AT suspends any AT HOP Card or myAT Account:

56.1. the suspension will remain in force for such period as we may direct; and
56.2. we may require the payment of a reasonable administration fee (and impose such other terms as we deem necessary or desirable as a condition of reactivation of a suspended AT HOP Card or myAT Account).

Cancellation and refund in relation to AT HOP Cards

57. Cancellation by you:

57.1. if your AT HOP Card is registered on AT’s Website (Registered AT HOP Card), you may apply to cancel your AT HOP Card and receive a refund of the remaining HOP Money on your AT HOP Card.  You acknowledge and agree that the cancellation and refund option set out in this clause is available only for Registered AT HOP Cards. If your AT HOP Card is not registered, then no HOP Money can be refunded to you;
57.2. your application to cancel your Registered AT HOP Card must be completed in the form requested by AT and include all information, including proof of identity, reasonably required by AT;
57.3. if you apply to cancel your Registered AT HOP Card and receive a refund of any HOP Money on it, AT will process payment of any refund of HOP Money due to you within 14 days of AT receiving your correctly completed application (including proof of identity, reasonably required by AT);
57.4. only unused HOP Money on a Registered AT HOP Card (registered in your name) can be refunded in cash to you. No refunds are available for Monthly Passes that have been activated, Products on unregistered AT HOP Cards or paper tickets purchased from AT ticket machines. Any refund given by us is inclusive of any goods and services tax (GST).

58. Cancellation of a Registered AT HOP Card with a SuperGold travel concession: If you are eligible for the SuperGold concession, you must have a Registered AT HOP Card and have the SuperGold concession loaded onto your Registered AT HOP Card to pay the concession fare on eligible journeys. You must tag on and off when you pay using the SuperGold concession because the tag on and off locations allow AT to accurately identify the subsidy that should be applied to the fare and claim for that subsidy AT is entitled to make from the New Zealand government. For this reason, AT may cancel the card (except where it has a Monthly Pass loaded on it ) for repeated failure to tag on and off. We will attempt to contact you before such cancellation. If AT cancels your Registered AT HOP Card in accordance with this clause, you may contact AT’s customer telephone line or visit an AT Customer Services Centre and request that AT transfer any HOP Money or the HOP Money equivalent of any inactivated Products to another AT HOP Card purchased by you. 

59. Cancellation for fraud or fare evasion: In addition to any other remedy available to AT, we may cancel any AT HOP Card or myAT Account if you breach any of these Terms and such breach amounts to what AT determines to be fraud or fare evasion. Any Products remaining on the AT HOP Card on cancellation for breach of these Terms will be forfeited and become our property. If the remaining balance is negative, we retain the right to recover the negative balance and may engage a collection agency the cost of which the card holder shall be liable.

60. Cancellation of unregistered AT HOP Card: if your AT HOP Card is not registered, you may not apply to have this card cancelled and you will not be entitled to payment or transfer of any AT HOP Money or inactivated Products on that unregistered AT HOP Card.

Faulty or Damaged AT HOP Cards

61. Responsibilities:

61.1. Your responsibility: You are responsible for safeguarding your AT HOP Card against loss, damage, and theft, and ensuring that your AT HOP Card is not used by any person without your permission (or by any person other than you in the case of a Registered AT HOP Card).
61.2. Our responsibility: by accepting your AT HOP Card for payment for a journey on a Public Transport Service, neither AT nor a Public Transport Operator have any obligation to prevent a person using a lost or stolen AT HOP Card or to cancel any lost or stolen AT HOP Card (whether a Registered AT HOP Card or not) or to transfer the Products on that lost or stolen AT HOP Card to a replacement AT HOP Card.

62. Faulty or Damaged AT HOP Cards:

62.1. There are two types of non-functioning AT HOP Cards:

(a) Faulty Cards: An AT HOP Card that fails to function as the result of an inherent manufacturing or technical fault or defect (Faulty Card); and
(b) Damaged Cards: An AT HOP Card that is not a Faulty Card but fails to function for any other reason, such as physical damage (Damaged Card).

62.2. Please bring your non-functioning AT HOP Card into an AT Customer Service Centre. We will determine whether it is a Faulty Card or a Damaged Card.
62.3. If a card is a Faulty Card, AT will retain the Faulty Card and issue a replacement AT HOP Card free of charge. We will transfer any HOP Money and/or Products from the Faulty Card to the replacement AT HOP Card.
62.4. AT is not responsible or liable for replacing any non-functioning AT HOP Card that is a Damaged Card.

Lost/stolen AT HOP Cards

63. If a Registered AT HOP Card is lost or stolen, you may ask us to cancel your AT HOP Card by calling us on Tel: 09 366 4HOP (09 366 4467). You will be required to supply your AT HOP Card number, full name, and answer some security questions. If we accept, in our sole discretion, that your Registered AT HOP Card has been lost or stolen, then:

63.1. we will do our best to promptly cancel your Registered AT HOP Card.
63.2. We will transfer any Products to a replacement Registered AT HOP Card (to be purchased by you);
63.3. We will determine the Products (including, to avoid doubt, the sum of HOP Money) we will transfer to your new Registered AT HOP Card and our decision will be final and conclusive. However, we reserve the right to make subsequent adjustments to that determination if we obtain transaction records which indicate that an adjustment is required to the number of Products transferred; and
63.4. you acknowledge and agree that the cancellation and transfer options set out in this section are available only for Registered AT HOP Cards. If your AT HOP Card is not registered, then it cannot be cancelled and no Products, including HOP Money, can be transferred or refunded to you if your unregistered AT HOP Card is lost or stolen.

Section 2 - Contactless payments terms and conditions

Introduction

64. The Terms in this section apply to your use of Contactless to pay the fare on Public Transport Services. They apply in addition to those Terms in the Introduction, or General Terms sections of these Terms.

65. A Contactless payment method includes:

65.1. a debit card or credit card issued by your bank or financial institution (Bank) including physical Visa, Mastercard, American Express and UnionPay credit or debit cards on which contactless payment is enabled. (Please note, Buy Now, Pay Later company, pre-paid gift cards and some reloadable debit cards are not accepted by the AT Ticketing System, please check with your card issuer); and
65.2. digital wallets linked to your credit or debit card via a Smart Device (including smart phones, watches and other wearable devices) supported by Apple Pay, Google Pay and Samsung Pay.

Your virtual and physical cards are considered separate payment methods in the AT Ticketing System, even if they are linked to the same credit or debit card. To make sure you pay the right fare, always tag on and tag off with the same card or device.

Use of contactless payment methods

66. The use of Contactless is available only to customers travelling only on a Public Transport Service that has payment via Contactless enabled.

67. If you have a joint bank account with a debit card for each person, or a credit card account with primary and secondary credit cards, (and each card is enabled for contactless payments), each card can be used as a Contactless payment method to pay for travel on a Public Transport Service.

68. Full adult fare, no concessions: All journeys paid for using Contactless will be charged at the full adult AT HOP fare for that Public Transport Service. Concession fares are not available via Contactless at this time.

69. Cannot pay for another person: You cannot tag on twice to the same Public Transport Service with the same Contactless payment method to pay for yourself and another person.

70. Sufficient funds:

70.1. You must ensure sufficient funds are available in the bank account linked to the Contactless Payment Method you are using to pay to board a Public Transport Service;
70.2. AT will combine all fares paid by the same Contactless payment method at the end of the day before debiting the funds from your bank account. Please note, this transaction may not appear immediately in your Bank records due to bank processing timeframes.
70.3. If you do not have sufficient funds to pay a fare using your Contactless payment method, you will be unable to pay your fare. If your payment transaction is declined and you are unable to pay your fare, your contactless payment method may be blocked from being able to be used on a Public Transport Service until AT recovers the amount owing and your card returns to a positive balance.
70.4. The AT Ticketing System will regularly validate that your bank account has sufficient funds to pay for your fare and has not been blocked or suspended for any reason each time you tag on. Please note that your Bank may show this validation as a nominal amount in your records with your Bank.

Journey Continuation and Default Fare

71. To benefit from a journey continuation calculation and to avoid being charged the default fare for Contactless, you need to use the same Contactless payment method to tag on and tag off for each journey in the journey. A journey refers to travel from the first point at which you tag on to the AT Ticketing System and ends at the last point at which you tag off according to the following rules:

71.1. You must tag on to each subsequent Public Transport Services within 30 minutes of tagging off from your previous service;
71.2. Your total journey must be completed within 4 hours of tagging on to the first Public Transport Services in your journey. Further travel after 4 hours have elapsed from the time you first tagged on will be treated as a new journey being commenced.

72. If you use a different Contactless Payment Method for multiple Public Transport Services in a journey, (eg, if you begin your journey on one bus, transfer to another bus and then transfer to a train), the AT Ticketing System will record each journey as an individual journey and you will be charged multiple single journey fares. This will result in you paying a higher aggregate of fares for the journey. Please see AT’s Website for more information. If you do not tag on or tag off correctly, you may be charged the default fare.

Daily Fare Cap

73. The total amount you pay for travel on Public Transport Services each day using Contactless is capped by an amount set by AT (Daily Fare Cap). The Daily Fare Cap is currently $20 but this may be amended. See AT’s Website for more information.

74. The Daily Fare Cap means that you will pay no more than $20 per day for travel anywhere within Auckland on an included Public Transport Service included within the Daily Fare Cap when you travel on the same calendar day (from midnight to midnight) as the day on which you first tag on.

75. The Public Transport Services included in the Daily Fare Cap are all AT operated bus, train and inner harbour ferry services (Bayswater, Birkenhead, Devonport, Northcote Point and Stanley Bay). To avoid doubt, the Daily Fare Cap does not apply to mid-harbour ferries and outer-harbour ferries including the Waiheke Ferry.

76. The $20 daily cap is automatically activated by "tagging on" with a Contactless payment method. Once you reach the Daily Fare Cap, further travel on included services will be free until the end of the same calendar day (from midnight to midnight) as the day on which you first tag on.

77. You must tag on to start and tag off at the end of each journey, during the calendar day, and use the same Contactless payment method to count towards the Daily Fare Cap.

78. Any journey for which there is a failure to tag on or a failure to tag off, will not be a journey which will be counted toward the Daily Fare Cap or which will be free after that Daily Fare Cap has been reached.

79. For the avoidance of doubt, any default fare charged following a failure to tag on or tag off will not count towards a customer reaching the Daily Fare Cap.

80. Using Contactless to buy a paper ticket does not count toward the Daily Fare Cap.

81. After reaching the Daily Fare Cap, where any journey involves both included and excluded services, customers will only receive free travel where the travel on an included service occurs after the travel on an excluded service.

82. Battery life: You must ensure that your Smart Device has sufficient battery life to enable the device to be used for the entire journey.

Loss, theft or misuse of a Contactless payment method

83. AT assumes no liability for any loss, theft or unauthorised use of a Contactless payment method. You acknowledge that you are responsible for following your Bank's procedures for reporting a lost, stolen or misused Contactless payment method.

84. Once a Bank has blocked or cancelled a Contactless payment method, it cannot be used on a Public Transport Service. There may be a short period between your Bank cancelling or blocking your Contactless payment method and the Contactless payment method being blocked in the AT Ticketing System. You should contact your Bank if you become aware of any travel related transactions that occur during this period.

Section 3 – General Terms and Conditions

Information

85. Information about the fares, routes, concessions, and other information relating to public transport journeys is available at AT’s Website (www.at.govt.nz).

Fare changes

86. Fare changes: You acknowledge that fares may change from time to time. AT will give you at least two weeks’ notice of a fare change, where that fare change is instigated by us. If you pay a fare using an AT HOP Card, HOP Money will be deducted at the fare, fee or rate in effect when the AT HOP Card is used for a journey. We will honour any Monthly Pass that you have already commenced using prior to a fare change at that pre-change price.

Default Fares

87. Default fares: When you do not correctly complete both a tag on and tag off transaction for your journey, a default fare may be charged. The default will be calculated and applied to your HOP Money balance at your next tag on event or Contactless card method at the end of the day. If the application of a default fare puts your HOP Money balance below $0, you will be unable to tag on using HOP Money until such time as additional HOP Money has been loaded onto your AT HOP Card. The exercise of remedies available under this clause will not restrict the exercise of any additional or alternative remedies, including other remedies in these Terms.

88. The default fare on rail and bus is:

(1) the adult fare for travelling three zones if you pay using Contactless;
(2) the adult fare for travelling three zones if you pay using an AT HOP Card with no concession; or
(3) the concession fare on your AT HOP Card for travelling three zones if you pay using an AT HOP Card that has a valid concession to which you are entitled on it (for example Child, Secondary student, Tertiary student, Accessible or Senior and SuperGold).

89. The default fare on ferry is equivalent to the AT HOP fare for the service. Where multiple services leave through one tag on point, the higher of the fares charged is the applicable default fare.

90. See AT’s Website for further information on fares.

Refund of Amounts Charged

91. This section applies where you request a refund for a reason that is different from one of the reasons set out above in these Terms (eg, for cancellation, expiry, lost or stolen AT HOP Card).

92. In the event of any refund claim being received we will investigate the circumstances of the claim. If we determine that the claim was the result of faulty equipment, a faulty card or a fault in the AT Ticketing System, we will refund the appropriate fare overcharge. Also, AT, at its discretion, may refund some or all of a default fare where AT deems that you did not tag off (1) for reasons beyond your control or (2) your failure to tag off was a mistake (ie, not intentional) and you have not failed to tag off more than twice in one calendar month.

93. If we determine that, as a result of error by us, the wrong Product or wrong amount of HOP Money is deducted from your AT HOP Card for a journey, we will refund to you as HOP Money (unless we in our sole discretion determine to give such refund) the difference between the amount deducted from your AT HOP Card and the correct fare or Product value for the relevant journey.

94. If we do decide to provide a fare refund, we will make the refund as follows:

94.1. For Registered AT HOP Cards: the refund will be paid as HOP Money that can only be collected when your Registered AT HOP Card is next tagged on to the AT Ticketing System;
94.2. For unregistered AT HOP Cards: We will work with you to determine the easiest way to apply the top up, as this must be completed in person;
94.3. For Contactless payment methods: where you have been charged the default fare or the journey continuation calculation has not been applied because you did not tag off (ie, a missed tag), AT may refund an approximated amount if you accept our offer of a faster payment of an approximated fare for a missed tag via the AT HOP app.  Further terms will be stated in the AT HOP app if AT offers you an approximated refund for a missing tag. Payment of any refund resulting from fare adjustments for travel using a Contactless Payment Method is subject to the processing requirements and timeframes of your Bank. Any refund will be paid to the same Contactless Payment Method used to pay for the relevant journey less any outstanding amount owed to AT for travel using the relevant Contactless Payment Method. If the amount outstanding is greater than the refund due, the outstanding amount will be reduced by the amount of the refund.

Timetables and route changes

95. AT will use reasonable endeavours to give you at least two weeks’ notice of changes to timetables and routes.

Public Transport Operator’s Conditions of Carriage

96. Public transport operator's conditions of carriage: When you travel using a Public Transport Service provided by a Public Transport Operator, you do so in accordance with any applicable legislation, regulations, conditions of carriage, and conditions of use (including any signs and notices displayed by the relevant Public Transport Operator) relating to that travel (Public Transport Operator's Conditions of Carriage). These Terms are in addition to, and are not intended to limit, the Public Transport Operator's Conditions of Carriage. Where required by the Public Transport Operator's Conditions of Carriage applicable to your public transport journey, you must hold your AT HOP Card or Contactless payment method against or near the Fare Payment Device (FPD) such that the FPD provides a visual or audible acknowledgement that it has successfully processed your AT HOP Card or Contactless payment method (each a "tag"). If an authorised representative of the Public Transport Operator or Transport Officer inspects your AT HOP Card or Contactless payment method during or after a public transport journey and determines that you did not "tag" your AT HOP Card or Contactless payment method in accordance with the Public Transport Operator's Conditions of Carriage, the authorised representative or Transport Officer may:

96.1. require you to purchase a paper ticket at the appropriate fare for the journey;
96.2. impose any other charges permitted by the Public Transport Operator's Conditions of Carriage; and/or
96.3. take any other action permitted by the Public Transport Operator's Conditions of Carriage.

97. Acknowledgement: You acknowledge that we are not a Public Transport Operator and are not directly responsible for the day-to-day operation of Public Transport Services on buses, trains and ferries. We make no warranty or representation as to the standard or availability of service from a particular Public Transport Operator.

Areas of liability

98. Consumer protection laws: If the Consumer Guarantees Act 1993 or Fair Trading Act 1986 applies to these Terms, nothing in these Terms limits your rights under those acts. If you acquire any goods or services from us for the purposes of a business, the Consumer Guarantees Act 1993 does not apply.

99. Our liability to you: We will be liable if we cause you loss or damage due to our breach of these Terms or our negligence and the loss or damage you suffer is:

(a) reasonably foreseeable and is directly caused by our breach or our negligence; or
(b) not caused by something beyond our control where an event or cause beyond our control includes, but is not limited to:

(i) your acts or omissions (for example, through your breach of these Terms or negligence);
(ii) an act or omission of a Public Transport Operator;
(iii) earthquake, flood, fire, storm, adverse weather conditions or any other natural events or acts of God that could not have reasonably been foreseen or, if foreseen, could not reasonably have been resisted;
(iv) sabotage, riot, civil disturbance, explosion, terrorist acts, insurrection, epidemic, national emergency (whether in fact or law), act of war (whether declared or not) or civil disturbances;
(v) strikes, lockouts or other industrial disturbances; and
(vi) the binding order or requirement of any court, any government, any local authority or any government, statutory or regulatory body that we could not reasonably have avoided; or

(c) not an indirect or consequential loss, or loss of profits or business or any similar claim (except where we are liable to compensate you under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986).

99.1. Our maximum liability to you: The maximum amount we will pay as compensation for your loss is $100 in respect of any event or series of related events. We may choose to replace any damaged property or goods, up to the maximum amount, instead of paying cash.

100. Your maximum liability to us: If you are liable for any loss caused to AT, the maximum amount you will pay AT as compensation for our loss is $100 in respect of any events or series of related events (Customer Liability Cap) subject to following exceptions:

100.1. any actions, proceedings, claims, liabilities, penalties, costs (including legal costs on a solicitor and own client basis), awards, damages, losses and expenses incurred by us arising directly or indirectly as a result of:

(d) you altering, interfering with or tampering with an AT HOP Card (or allowing a third party to do so);
(e) your failure to comply with any of these Terms where such breach amounts to fraud or fare evasion;
(f) our collecting, using, storing and disclosing personal information you have provided to us about another person in the manner set out in the Customer Privacy Policy; or
(g) your negligent or wilful acts or omissions.

Intellectual property

101. Ownership: The AT HOP Cards (including any software and data stored on them), the AT Ticketing System and AT’s Website are protected under copyright and other laws of New Zealand, under international conventions and similar laws abroad. You acknowledge and agree that, unless otherwise stated, all copyright and other intellectual property rights that may subsist in the AT HOP Cards (including any software and data stored on them), the AT Ticketing System and AT’s Website belong to us or our suppliers (as the case may be).

102. Restriction: Except with our prior written permission in each instance, you must not:

102.1. alter, remove or obscure any copyright notice or other notice appearing on an AT HOP Card; or
102.2. decompile, reverse engineer, decrypt, resell, distribute, reproduce, or modify any AT HOP Card (or any software or data stored on it) in any way or for any purpose (or permit anyone else to do so).

103. No rights conferred: Nothing you do on or in relation to the AT HOP Cards (or any software or data stored thereon), the AT Ticketing System or AT’s Website will transfer any intellectual property rights to you or license you to exercise any intellectual property rights except with our express written permission in each instance.

104. Trademarks: You acknowledge and agree that the trademarks appearing on any AT HOP Card or on AT’s Website belong to us, our suppliers, or other third parties (as the case may be). Except with the prior written permission of the trademark owner, you must not use, copy, or adapt any trademark appearing on an AT HOP Card or AT’s Website (or permit anyone else to do so).

General

105. Defined terms: Where a definition is set out anywhere in these Terms, that definition will apply to the rest of these Terms unless the context otherwise requires.

106. Assignment and subcontracting: We may assign, transfer or subcontract our rights or obligations under these Terms without your consent.

107. No waiver: Our failure or neglect to enforce at any time any of these Terms will not be construed to be a waiver of our rights, or to in any way affect the validity of the whole or any part of these Terms, or to otherwise prejudice our rights to take subsequent Any waiver made by us in respect of any right provided for in these Terms will not be construed to be a waiver of any further or future right arising under these Terms.

108. Severability: If any of these Terms is held invalid, unenforceable or illegal for any reason, that provision will be deemed deleted and the remainder of these Terms will remain in full force and effect to the maximum possible extent.

109. Governing law: These Terms will be governed by, and construed in accordance with, New Zealand law and the courts of New Zealand will have non-exclusive jurisdiction to hear and determine all issues and disputes which may arise under or in relation to AT HOP Cards, the Products, the AT Ticketing System, or these Terms.

110. New Zealand use only: The AT HOP Cards are intended for use in Auckland, New Zealand.

111. Notice: we will endeavour to give notice to you in relation to these Terms on AT’s Website and via a range of media. It is your responsibility to check AT’s Website for up-to-date information before you travel. If you have a Registered AT HOP Card and you have opted in to receive updates from us, we will send you email messages advising of changes, updates and other information from time to time.

112. Electronic communications: You consent to receiving communications from us electronically (other than promotional messages under the Unsolicited Electronic Messages Act 2007, in which case we will obtain your consent to receiving such promotional messages in accordance with that Act) and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. You agree to be bound by any agreement reached through electronic communications in terms of the Electronic Transactions Act 2002.

113. Entire agreement: These Terms, together with any other terms produced by us relating to the AT HOP Card incorporated by reference into these Terms, constitute the entire agreement between you and us and supersede all prior communications, representations, agreements or understandings, either verbal or written, between you and us with respect to the subject matter of these Terms.

114. Force majeure: AT, any Retail Agent or any Public Transport Operator will be liable for any non-performance, error, interruption, or delay in the performance of their obligations under these Terms or in the availability or performance of the AT Ticketing System, if this is due (in whole or in part, directly or indirectly) to any event or circumstance which is outside reasonable control of us, the Retail Agents or Public Transport Operators, including (without limitation):

114.1. flood, lightning, acts of God, fire, earthquakes, and other natural disasters;
114.2. judgments, legislations, acts, orders, regulations, bylaws or other measures of any kind on the part of any court, governmental, parliamentary, or regulatory authority;
114.3. The acts or omissions of any party for whom us, a Retail Agent or Public Transport Operator (as the case may be) is not responsible.

Updates

Last updated 1 October 2025.

Previous versions

• 17 November 2024
• 12 December 2020
• 4 November 2019
• 22 May 2018
• 27 November 2017
• 7 September 2017
• 1 December 2016