Terms of service

Last updated:  23/06/2025

This website (www.islanddirect.co.nz), and the Island Direct ferry service, is operated by Island Direct 2023 Limited Partnership (“Island Direct”). While Island Direct makes all reasonable efforts to keep the information on this website up to date, none of Island Direct, its related entities, representatives, or contractors makes any representation as to the accuracy or suitability of the information or links provided on this website. Island Direct does not guarantee that this website will be available at all times.

 

Sailings and tickets

The sailing timetable may change from time to time. You should check this website and travel alerts for any changes to the scheduled timetable. If you have purchased a ticket for a sailing, and that sailing cannot occur, whether because of weather or water conditions, mechanical issues, safety concerns, or other reasons, Island Direct will make all reasonable efforts to rebook you on a different sailing on the same day. Island Direct will issue refunds in accordance with the Refund Policy described below.

 

Payment Options

Full payment for all tickets must be made at the time of purchase. Payment may be made by Visa, Mastercard, American Express, or by EFTPOS. Island Direct does not accept cash. Island Direct accepts AT HOP cards for adult standard fares; however, please note that tickets purchased with an AT HOP card are non-refundable and non-transferable. Passengers may also use contactless payment methods, including Apple Pay, Google Pay, debit cards, and most major credit cards through our tag on and tag off system.

You may purchase tickets on this website. Tickets may also be purchased at boarding, subject to availability.

 

Refund Policy 

  • Nothing in this policy affects your rights under the Consumer Guarantees Act 1993.
  • No refund or credit will be issued for no-show or unused tickets.
  • If you cancel a booking up to 24 hours prior to the sailing departure, you will receive a full refund. If you cancel within 24 hours, no refund will be issued.
  • If a sailing is disrupted, we will use all reasonable efforts to re-book you on a later sailing. No refunds will be issued where a sailing is disrupted for a weather event outside of Island Direct’s control. Refunds will be issued where a sailing is canceled because of a mechanical issue.
  • You may change your booking if your sailing is disrupted for weather or mechanical reasons.

Full payment for all tickets must be made at the time of purchase. Payment may be made by Visa, Mastercard, American Express, or by EFTPOS. Island Direct does not take cash. As at the date of these terms, Island Direct is unable to accept an AT HOP card and AT HOP card discounts.

You may purchase tickets on this website. Tickets may be purchased on board subject to there being unsold tickets remaining for a sailing. Island Direct encourages passengers to purchase tickets in advance to avoid disappointment.

 

Island Direct Monthly Pass

Island Direct offers a Monthly Pass, available as either a Child Pass (for children aged 5-15) or an Adult Pass (for individuals aged 16 and over). Each pass is valid for one month from the date of purchase and permits up to two trips per day.

Conditions of Use:

  • Travel Arrangements: Monthly Passes are valid for walk-up travel only, meaning they cannot be used to make reservations for specific times. Pass holders must board on a first-come, first-served basis, subject to seat availability.
  • Usage: Passes are strictly for personal, non-commercial use.
  • Refunds: Refunds or credits are not available for unused days or trips within the month; this policy supports the discounted nature of the pass.

Pass holders acknowledge these conditions, agreeing that travel is based on current availability and operational limits.

 

Auckland Transport HOP Monthly Pass

Island Direct accepts the AT HOP Monthly Pass for ferry travel. AT HOP Monthly Passes are strictly non-refundable, non-transferable, and available for purchase only through Auckland Transport.

Conditions of Use:

  • The AT HOP Monthly Pass, sold through Auckland Transport, offers unlimited travel on Island Direct ferries within a calendar month.
  • Applicable for walk-up travel only.
  • This pass includes buses and trains within the same fare zone as your ferry departure or arrival location, including the Waiheke bus network.

 

Multi-pass

Island Direct’s multi-pass is valid for 12 months from the date of purchase and is available as a 10-trip and a 40-trip.

Conditions of Use:

  • The Multi-pass can be used for both advance bookings and walk-up travel.
  • Each Multi-pass allows up to two passengers per sailing.
  • Multi-passes are non-refundable.
  • A unique account must be created to purchase a Multi-pass.
  • Only one active Multi-pass is permitted per account. An account cannot hold both a 40-trip and 10-trip pass simultaneously.
  • Trips booked with a Multi-pass follow the same rules as standard fares.
  • Cancellations within 24 hours of departure are non-refundable and will count as redeemed trips.

 

Child’s Multi-Pass

Island Direct offers a Child’s Multi-Pass for children aged 5–15, valid for 10 trips within 12 months of purchase.

Conditions of Use:

  • The Child’s Multi-Pass can be used for both advance bookings and walk-up travel.
  • Children under 10 must be accompanied by a paying adult at all times. Unaccompanied minors aged 10–14 are permitted to travel only under the conditions outlined in the Unaccompanied Minors section.
  • A Child’s Multi-Pass requires a unique email address. Adult and child accounts cannot share the same email.
  • Up to two children may travel on the same Child’s Multi-Pass per sailing.
  • Pre-Booking Process:
    • The child’s booking must be completed through their own account.
    • The accompanying adult’s booking must be completed separately by logging into the adult’s account.

 

Experiences

Island Direct offers curated experiences in partnership with Waiheke Island vendors.

Booking and Usage:

  • Advance Booking: All experiences must be booked at least 24 hours in advance and are subject to availability.
  • Cancellation: Experiences cancelled within 24 hours are non-refundable.
  • Booking Types: Some experiences can be booked immediately, while others require a booking request, as clearly labelled on the Experiences page on www.islanddirect.co.nz. If your experience requires a booking request, it is not confirmed until you receive a booking confirmation from Island Direct.
  • Pricing and Refunds: All experiences are priced per person and include an adult return ferry fare. There are no partial refunds for experiences.
  • Transport: The purchaser is responsible for arranging transport from the Matiatia Ferry Terminal to the Waiheke Island vendor, when required. Packages that require additional transportation are clearly labelled.
  • Vendor Responsibility: Island Direct takes no responsibility for the experience delivered by the Waiheke Island vendor.

 

Bookings, changes, and cancellations

You may book a sailing up to 12 months in advance. Full payment must be made at the time of booking.

You can modify your booking online before the scheduled departure time using the 'Manage Booking' portal, free of charge. Please note that any booking amendments requested via Island Direct customer support (email or phone) will be subject to a $10 administration fee.

You may cancel a booking up to 24 hours prior to the sailing departure and you will receive a full refund. Any cancellation within 24 hours of the sailing departure is not eligible for a refund. To cancel a booking please refer to the FAQs 

Where this website includes the ability to log in and create an account, you are responsible for maintaining your login details and keeping your password secure. Island Direct is not responsible for any transactions or changes made on your account using your login and password details.

 

Pricing

Pricing may change at any time. All prices are in New Zealand dollars and include Goods and Services Tax.

Adult fares apply to all passengers aged 16 and over. Child fares apply to children aged between 5 and 15 (inclusive). There is no charge for children aged under 5, but all passengers, including children under 5, must hold a ticket and be included on a booking. Children under 10 must be accompanied by a paying adult at all times. Children aged 10–14 may travel unaccompanied only under the conditions outlined in the Unaccompanied Minors section.

 

Unaccompanied Minors

Children under 10 years old must be accompanied by a parent or guardian at all times when travelling with Island Direct. Children aged 10–14 may travel unaccompanied only if approved by Island Direct prior to travel. An Unaccompanied Minor Waiver Form must be completed and submitted by a parent or legal guardian prior to travel. Island Direct reserves the right to deny travel to unaccompanied minors if appropriate supervision or safety cannot be assured. All unaccompanied travel is at the discretion of Island Direct staff.

The guardian is responsible for ensuring that the minor is delivered to the ferry at departure and met at the arrival point by the nominated adult. In the event that the minor is not met at the destination, the parent or guardian agrees to indemnify and reimburse Island Direct for any expenses incurred as a result. Island Direct reserves the right to deny boarding if the waiver has not been completed, or if the minor does not appear capable of travelling safely without adult supervision.


Sailing rules

No person may smoke or vape on board any Island Direct service. No dangerous goods may be taken on board a sailing. See FAQs [here] for a full list of prohibited dangerous goods.

Island Direct is a responsible host and may refuse to allow any passenger to board or to serve any passenger on board who appears intoxicated. No passenger is permitted to drink their own alcohol on board an Island Direct sailing.

 

General

Subject to Island Direct’s obligations and liabilities under the Consumer Guarantees Act 1993, or any other applicable law, Island Direct won’t be liable for any damage to you or to your property, or for any disruption to your travel plans, arising from your use of Island Direct’s services.


Island Direct is not responsible for any third-party websites that may be linked to this website. Island Direct does not control any such third-party websites and is not responsible for any third-party website content.


Subject to its obligations and responsibilities under the Consumer Guarantees Act 1993, Island Direct will not be liable to you or any other person for any loss, damage, costs, and expenses that you or anyone else may suffer or incur from reliance on this website.
Island Direct owns, or is licensed to use, all content on this website and all intellectual property rights in this website and its content. You must not copy or use any of this website or any content on this website for a commercial purpose.


Island Direct may update these terms at any time by providing the latest version on this website. If you continue to use this website after the terms are updated, you accept the updated terms.