> ## Documentation Index
> Fetch the complete documentation index at: https://help.refund.co.nz/llms.txt
> Use this file to discover all available pages before exploring further.

# Transport Card Overcharge? Claim Your Refund in NZ

> Overcharged on AT HOP, Snapper, Bee Card, or Metrocard? Refund claims your overcharge back from the card operator — no win, no fee.

Transport card systems are supposed to charge you the correct fare automatically, but reader failures, double-tags, and calculation errors can leave you paying more than you should. Whether you've been hit with a default fare because a reader didn't register your tag, charged twice for the same trip, or given the wrong fare rate, Refund identifies what went wrong and claims the overcharge back from the operator on your behalf.

## Common grounds for a transport card claim

<CardGroup cols={2}>
  <Card title="Default fare from a failed reader" icon="wifi-slash">
    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.
  </Card>

  <Card title="Double-tagged by mistake" icon="clone">
    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.
  </Card>

  <Card title="Incorrect fare calculation" icon="calculator">
    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.
  </Card>
</CardGroup>

## How Refund handles your transport card claim

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Refund follows up until it's resolved">
    Once approved, the agent sends the claim and chases the operator for a response. You'll be notified when the refund is confirmed.
  </Step>
</Steps>

<Tip>
  Most card providers — AT HOP, Snapper, Bee Card, and Metrocard — let you download a full transaction history from their app or website. Downloading this before you start your case means Refund has everything it needs right away.
</Tip>

## What you'll need

<CardGroup cols={2}>
  <Card title="Which card" icon="credit-card">
    AT HOP, Snapper, Bee Card, or Metrocard — Refund handles all four major NZ public-transport smartcards.
  </Card>

  <Card title="The trip that went wrong" icon="route">
    The route, direction, date, and time of the journey where the overcharge occurred.
  </Card>

  <Card title="Amount overcharged" icon="dollar-sign">
    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.
  </Card>

  <Card title="Transaction history screenshot" icon="mobile-screen">
    A screenshot or export of your card transactions showing the disputed charge — available from your card provider's app or website.
  </Card>
</CardGroup>

## Prefer to hand it off entirely?

<Tabs>
  <Tab title="Chat interface">
    Go to [refund.co.nz/case/pt-card](https://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.
  </Tab>

  <Tab title="Autonomous agent">
    Launch the autonomous agent to handle drafting, sending, and follow-up without further input from you.

    [Launch the agent →](https://refund.co.nz/launch?type=pt-card)
  </Tab>
</Tabs>

## Frequently asked questions

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>