Common grounds for a transport card claim
Default fare from a failed reader
When a card reader doesn’t detect your tag-on or tag-off, the system often charges a default (maximum) fare. If the reader failed, that charge can be disputed.
Double-tagged by mistake
Accidentally tagging twice — or a technical error causing a duplicate transaction — results in being charged for a trip you didn’t take. Refund can claim that fare back.
Incorrect fare calculation
If the fare charged doesn’t match the route, zone, or concession rate that should have applied, Refund identifies the discrepancy and claims the difference.
How Refund handles your transport card claim
Tell Refund which card and which trip
Identify the card you use (AT HOP, Snapper, Bee Card, or Metrocard), the trip or transaction that went wrong, and the amount you believe was overcharged.
Upload your transaction history
A screenshot of the relevant transactions from your card provider’s app or website is the most useful piece of evidence. Upload it alongside any other supporting details.
Review the claim draft
Refund works out who to contact and what to claim, then drafts a formal request to the card operator for your review and approval before sending.
What you’ll need
Which card
AT HOP, Snapper, Bee Card, or Metrocard — Refund handles all four major NZ public-transport smartcards.
The trip that went wrong
The route, direction, date, and time of the journey where the overcharge occurred.
Amount overcharged
What you were charged versus what you should have been charged, if you know it. Refund can also work this out from your transaction history.
Transaction history screenshot
A screenshot or export of your card transactions showing the disputed charge — available from your card provider’s app or website.
Prefer to hand it off entirely?
- Chat interface
- Autonomous agent
Go to refund.co.nz/case/pt-card, describe the overcharge, and upload your transaction history. Refund drafts the claim and sends it once you’ve approved.
Frequently asked questions
What if I didn't notice the overcharge until weeks later?
What if I didn't notice the overcharge until weeks later?
Many operators allow retrospective claims going back several weeks or months. Start a case and Refund will advise on whether the timeframe is still open and the best way to present the claim.
Do I need to contact the card provider directly first?
Do I need to contact the card provider directly first?
No. Refund handles the contact with the operator. You don’t need to call or email the provider yourself — just start your case and let the agent take it from there.
What does it cost?
What does it cost?
Nothing unless Refund recovers money for you. The success fee is 25% of what is saved; if the claim is unsuccessful, you pay nothing.
Is this legal advice?
Is this legal advice?
No. Refund provides general information and manages the claims process on your behalf. It is not a law firm and is not affiliated with any council, government agency, or card operator.