Fiji Rides Terms and Conditions

1. Who provides your transfer

Fiji Rides arranges transfer bookings and provides booking support. The land transport provider is identified in your booking confirmation. All sea transfers listed on Fiji Rides are serviced by South Sea Cruises Pte Limited, referred to in these Terms as South Sea Cruises. For sea transfers, Fiji Rides acts as the booking agent; South Sea Cruises is responsible for operating the vessel service.

South Sea Cruises booking conditions and Conditions of Carriage also apply to your sea journey. Read the linked conditions in section 15 before booking. These Terms govern your dealings with Fiji Rides, including our refund administration fee. Any special fare or group conditions must be disclosed before payment. No term overrides rights that cannot lawfully be excluded.

2. Booking details and confirmation

The person making the booking must be at least 18, be authorised to book for all passengers, and share these Terms and the travel instructions with them. Provide accurate passenger names, children's ages on the travel date, contact details, travel dates, flight details, pickup points and destinations. Tell us promptly if any information changes.

A booking is confirmed when we issue written confirmation of the service and payment arrangements. Check it immediately and contact us about errors. Only the services and inclusions stated in your confirmation are included. A sea booking does not include an airport or hotel transfer unless expressly stated.

3. Prices and payment

Prices are shown in the currency identified at checkout and include applicable Fiji Government taxes unless clearly stated otherwise. Vehicle and per-person pricing, included services, mandatory charges and any payment fee will be displayed before payment. Your bank may separately charge currency conversion or international transaction fees.

Payment is due as shown at checkout or in your quotation. Fare differences for requested changes must be paid before the amended service is confirmed. Any permitted tax or operator surcharge affecting an existing booking will be explained before collection; your applicable cancellation and consumer rights remain available.

Group bookings, charters and promotional fares may have separate written payment, change and cancellation conditions. Where disclosed and accepted before payment, those specific conditions take priority for the affected service.

4. Customer cancellation charges

The following standard charges apply when you cancel, arrive too late or do not use a booked service. Percentages are based on the price paid for the affected transfer or sea itinerary. Fiji Rides' 2.5% refund administration fee is additional where a refund is payable, as explained in section 6.

Land timing: For an airport arrival transfer, notice is measured against the expected flight arrival recorded in your confirmation. For other land transfers, it is measured against the confirmed pickup time. Separate outward and return land transfers are assessed individually.

Sea timing: Notice is measured against the first booked sea departure in the affected sea itinerary, including linked return or multi-island sectors. An earlier land pickup does not start the sea cancellation period.

Sea exceptions: A sea booking that has been amended and is later cancelled attracts a 100% cancellation charge regardless of notice. Once a sea itinerary starts, voluntarily unused sectors, including the return trip, are non-refundable. Section 10 covers amendments and reissue options.

These customer cancellation charges do not determine your rights when the operator cancels or fails to provide a service. See sections 12 and 13. Special conditions accepted before payment may differ from this standard table.

5. How to cancel or request changes

Send a written request to [email protected], quoting your booking reference, lead passenger name, travel date and the exact passengers or services to be cancelled or changed. You may also submit a request through the booking management facility where available. All deadlines use local Fiji time.

For land transfers, the effective time is when Fiji Rides receives your written request. We will acknowledge it by email. If you receive no acknowledgement within one hour, call +679 6724244 and retain your original message. A later acknowledgement does not change the time we received your request.

For sea transfers, South Sea Cruises must receive the cancellation in writing at [email protected]. We will forward your request, but its receipt by South Sea Cruises determines the supplier deadline. If a deadline is close, email that address directly and copy Fiji Rides, quoting both booking references where available. We will confirm the outcome; you will not bear an increased charge caused solely by our unreasonable delay in forwarding a timely request.

6. Refund administration fee

Where a customer cancellation results in a refund, Fiji Rides deducts an administration fee equal to 2.5% of the amount paid for the cancelled service, including its included taxes. This contributes to payment processing and refund administration costs and applies to refundable land and sea bookings.

We first deduct the applicable cancellation charge, then the 2.5% administration fee. For a partial cancellation, the fee is calculated only on the price paid for the cancelled passengers or services, not on services retained or already used. We will provide an itemised calculation. No fee is charged on a fee-free rebooking or credit where no cash refund is processed.

The fee cannot exceed the balance otherwise refundable. If cancellation charges leave no refund, no additional 2.5% fee is collected. No separate payment-processing deduction will be added to recover the same cost twice; any other non-refundable charge must have been disclosed before payment and be lawfully retainable.

The administration fee does not apply to duplicate or erroneous charges, a service cancelled or not supplied by Fiji Rides or the transport operator, or a refund for which applicable law requires repayment without that deduction. It may also be waived expressly in writing. Customer choice not to travel while the service remains available is assessed under the customer cancellation rules.

Refund examples

These examples assume a fully paid FJD 1,000 service and no special fare conditions or other separately disclosed charges.

7. Processing your refund

Approved refunds are returned to the original payment method and in the original transaction currency. If that method is unavailable, we will agree a secure alternative with the original payer. We do not pay a refund to an unrelated third party.

For land transfers, we will process a due refund within seven Fiji business days of confirming the cancellation and refund amount. For sea transfers, supplier approval or repayment may be needed; we will tell you the status and process the approved refund within seven Fiji business days after the necessary approval and funds are received. This does not postpone any refund deadline or obligation imposed by law.

Your bank or payment provider may take additional time to post the credit. Exchange-rate movements and fees independently charged by your bank can affect the amount you receive in your home currency. We will explain Fiji Rides deductions in the refund confirmation.

8. Land transfer arrangements

Airport welcome and pickup

Prebooked airport arrival land transfers include complimentary meet and greet assistance at the arrival concourse. Keep your flight details current and follow your confirmation instructions. If you cannot find the team, call Fiji Rides before leaving the meeting point.

For private pickups from hotels or ports, be ready at the confirmed location and time. Unless otherwise agreed, the driver waits up to 30 minutes. After that, the transfer may be recorded as a no-show and charged in full. Airport arrival delays are handled under the flight delay provision below. If the driver is absent, contact us immediately; our failure to attend is not a passenger no-show.

Flight delays and land booking changes

Notify Fiji Rides of a flight delay or change as soon as you know, and at least two hours before the scheduled transfer where possible. If less notice is possible, contact us immediately and provide updated flight details. A land transfer postponed because of a notified flight delay can be rebooked within 24 hours of its original time without a cancellation or amendment fee, subject to vehicle availability.

A revised route, larger vehicle or extra service may cost more; we will confirm any difference before you accept it. Other changes require written confirmation and availability. Cancelling instead of taking an available rebooking is subject to the cancellation rules unless section 9 or a legal right applies. A land rebooking does not automatically change a sea ticket.

Children and additional passengers

Tell us every passenger's age and any child seat requirement when booking. Baby and child seats are paid extras for land transfers, subject to limited availability and advance confirmation. The applicable price is shown during booking before payment. Do not assume a seat is reserved until confirmed. Additional passengers require approval, adequate vehicle capacity and any applicable additional fare; unbooked guests may need a separate private transfer.

Land luggage

The standard land allowance is one standard suitcase per passenger within the booked vehicle's capacity. Register additional suitcases, surfboards, golf bags, prams, boxes and other oversized items at least 24 hours before travel. Extra space or a larger vehicle may be needed and is subject to availability.

We will advise the extra cost before it is incurred. Where payable on arrival, it is paid in cash to the authorised customer service team and a receipt will be issued. Undeclared items may be refused if safe carriage cannot be arranged. Keep valuables with you and report loss or damage promptly; your legal rights are unaffected.

9. Medical emergencies and personal disruption

For land transfers, if a documented medical emergency, severe weather or other serious travel disruption prevents you travelling, notify us promptly and provide supporting evidence within 24 hours of the scheduled service, or as soon as reasonably practicable if the emergency prevents this. We will waive the land cancellation penalty and offer a refund, less the 2.5% fee where applicable, or a rebooking without an amendment fee, subject to availability.

For sea transfers, we can submit an exceptional waiver request with your evidence, but South Sea Cruises must approve any departure from its cancellation conditions. A flight disruption or medical emergency does not automatically entitle you to a sea refund. Operator cancellations are addressed separately in section 12.

10. Sea transfer changes and unused travel

For a resort transfer amendment requested more than 72 hours before the first sea sector, South Sea Cruises allows changes without an amendment penalty, subject to availability. Within 72 hours, reissue to an available alternative service may be possible, but no refund applies and a higher fare must be paid. Once amended, later cancellation incurs a 100% charge, even with more than 72 hours' notice.

South Sea Cruises also provides for travel document reissue for use within 12 months of the original travel date, with any fare increase payable. Request this through Fiji Rides; supplier confirmation and availability are required. It is not a guaranteed cash refund or an automatic remedy for a no-show.

The first departure starts the sea itinerary. Choosing not to use a later leg does not create a refund entitlement, even if the outward and return legs were priced separately. These restrictions do not remove rights arising from operator cancellation or failure to supply.

11. Sea travel arrangements

Check in and resort connections

Follow the check-in and boarding instructions on your confirmation. For departures from Port Denarau, South Sea Cruises recommends checking in at least 30 minutes before sailing; allow more time where your ticket requires it. Carry your confirmation and any identification requested. Vessels follow their schedules and cannot be assumed to wait for late passengers.

For island departures, reconfirm your meeting point and any resort-operated tender connection with your resort. A tender, coach or road connection is included only where your confirmation says so. Tell us if you need help coordinating a connection; do not assume that a sea ticket includes a complimentary mainland transfer.

Children and baggage

For standard resort transfers, child fares cover ages 2 to 15 inclusive. Infants under 2 travel free but must be included in the booking. Children must be supervised by a responsible adult throughout the journey.

Sea baggage limits are separate from the land allowance. Check the allowance confirmed for your sailing before travel and tell us about extra bags, mobility equipment and oversized items when booking. Operator approval, available space and additional charges may apply. Any excess fee is payable as directed by the operator. A land baggage approval does not authorise carriage on the vessel.

Safety and assistance

Follow crew instructions, safety briefings and boarding directions, and supervise people in your care. Hazardous goods and unsafe behaviour are prohibited. Tell us before booking about mobility needs or assistance required for vessel or tender boarding so arrangements can be checked. A request is not confirmed until the operator accepts it. Carriage may be refused where reasonably necessary for safety or compliance with law.

12. Delays and operator cancellations

Land and sea travel can be affected by traffic, weather, sea conditions, port restrictions, mechanical problems and events outside reasonable control. Operators may delay services or use alternative vehicles, vessels, routes or departure times when reasonably necessary, particularly for safety. We will communicate material changes when advised.

If a booked service is cancelled or cannot be provided by the operator, contact Fiji Rides for the available alternative arrangements or refund for the affected unused service. South Sea Cruises' terms provide for an alternative service or an appropriate fare refund when adverse conditions prevent operation. We will explain the applicable options and preserve any wider legal entitlement. The 2.5% fee is not deducted from an operator-cancellation refund.

For a booking containing both land and sea services, changes and cancellation charges are assessed separately for each affected service. A cancelled sailing does not automatically cancel a road transfer. Notify us about every affected leg so we can seek adjustments. A right to a broader remedy under applicable law is not limited by this separation.

Allow enough time for immigration, baggage collection, road travel, vessel check-in and onward flight check-in. A missed connection caused by a delayed flight or another service does not automatically waive the next operator's charges. We will help request alternatives; refunds or costs arising from our own service failure remain subject to your legal rights.

13. Responsibility and travel insurance

Fiji Rides is responsible for its own booking and support obligations. Each transport operator is responsible for delivering its transport service. Our agency role does not exclude responsibility for our own negligence, misleading statements or other breach of duty, or rights that applicable law makes non-excludable.

Additional accommodation, meals, replacement travel, missed flights and other consequential expenses are not automatically included in a transfer refund. Responsibility depends on the cause, the relevant contract and applicable law. Any valid operator limitation applies only to the extent legally permitted. Nothing in these Terms excludes liability or remedies that cannot lawfully be excluded.

We recommend travel insurance covering cancellations, missed connections, weather disruption, medical costs and baggage. Check the exclusions and connection requirements of your chosen policy. Insurance does not replace your rights against Fiji Rides or the operator.

14. Personal information

We use the information you provide to arrange bookings, take payments, provide support and communicate travel changes. Relevant details may be shared with the transport operator, resorts involved in a connection and payment or service providers as needed for those purposes. Provide other passengers' details only with their authority and share this notice with them.

We do not sell your personal information. Payment card information is handled through our payment providers; Fiji Rides does not store your full card details. Promotional communications are separate from essential booking messages, and you may opt out of marketing. Contact us about access, corrections or privacy concerns.

15. South Sea Cruises conditions

The South Sea Cruises conditions applicable when you book form part of the sea travel arrangements. The links below provide the operator's booking and carriage terms. Request a copy from us if you cannot access them. These Terms address resort transfers; day cruises and activities have different conditions and are not included merely because they appear on the operator's website.

South Sea Cruises terms and conditions

South Sea Cruises Conditions of Carriage

Operator requirements on vessel safety and carriage apply to the sea service. Specific fare conditions disclosed before payment govern that fare; otherwise the relevant standard cancellation rules above apply. Fiji Rides' own administration fee is governed by section 6. If information conflicts, contact us before payment so we can clarify the applicable condition in writing. A supplier website update does not by itself retrospectively impose a new cancellation charge on an existing booking.

16. Changes to these Terms and applicable law

The version accepted when a booking is made applies to that booking. We may update these Terms for future bookings by publishing a revised version. Existing bookings are not retrospectively subjected to less favourable refund or cancellation conditions without a lawful basis and any required agreement.

These Terms are governed by Fiji law, subject to any mandatory consumer protections that apply to you. Disputes may be brought before the competent courts of Fiji without restricting any non-excludable right to seek redress elsewhere. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

17. Contact and complaints

For booking changes, cancellations, refunds or complaints, contact Fiji Rides and include your booking reference, travel date and a short description of the issue. Report an urgent travel issue immediately so we can try to resolve it while assistance is still useful. We will review the matter and explain the outcome in writing.

Email: [email protected]

Phone: +679 6724244

Website: https://fijirides.com/contact

Office: Level 1 HLB Building 2, Nadi International Airport, 3 Cruickshank Road, Nadi, Fiji

For a sea cancellation close to the supplier deadline, also email [email protected] and copy Fiji Rides as explained in section 5. Fiji Rides remains your contact for any refund of a payment made to us.