Fiona M.

In April 2019 a group of us booked our holiday for NZ, the highlight of which was to be cycling the Otago Rail Trail with She Bikes He Bikes. We had paid all monies to the company as requested by them. Unfortunately, COVID-19 struck and we were unable to make the trip to NZ and had to cancel all of our plans. Fortunately, the airlines and Air BnB provided us a refund due to the circumstances of our cancelled holiday. However, SHE BIKES HE BIKES, would not do the same. After numerous emails back and forth, and much stalling on their part, they provided us with a small refund (44% of what we paid them - that's a whopping 56% cancellation fee!), and proposed to provide us with a credit to be used at a future date. They have our money and have provided no service to us whatsoever. No reasonable explanation has been provided by them as to why we are not entitled to a refund. Advice received by us is that under the circumstances, consumers are entitled to a refund for cancelled travel plans, less reasonable expenses by the provider. Apparently, Steve from SHE BIKES HE BIKES, believes that the rules put in place by the NZ government do not apply to him!
Due to the way in which the management of SHE BIKES HE BIKES had conducted themselves through this very difficult period, none of us will ever do business with them again. Be very careful before booking with this company. There are plenty of other operators around who are fair and ethical unlike what we have experienced with SHE BIKES HE BIKES.