Support Center
We’re Here to Help
GoSplit is committed to helping our community have a smooth carpooling experience, especially for urban commuters. Whether you’re a passenger looking for a ride or a driver offering one, our support resources will guide you through any questions or issues.
This Support Center is designed to provide ride-sharing support for both riders and drivers, covering everything from getting started to safety and troubleshooting. We want every GoSplit trip to be easy, cost-effective, and safe for everyone involved.
Need more help, email us at support@gosplit.co.nz.
Support For Passengers
Whether you are driving to work or across town, GoSplit helps you cover costs by sharing your empty seats with riders headed the same way. Learn how to get set up, manage your rides, receive payments, and handle any issues on the road. Explore the topics below to make the most of driving with GoSplit:
This section helps passengers navigate the booking process and understand key safety and payment considerations specific to carpooling in New Zealand.
🔍 Booking & Trip Management
How do I find a ride?
Enter your origin, destination, and preferred date/time into the search bar.
How do I book a seat?
Select your preferred trip, review the route details and driver profile, then click “Make An Appointment” to confirm the number of seats and any notes (e.g., luggage).
How do I contact the driver?
After your booking is confirmed, use our secure in-app messaging system to finalise pick-up details and timing, or call the driver directly.
What if the trip is cancelled by the driver?
You will be notified immediately. If you’ve already paid, a full refund is issued automatically. You can then search for alternative rides.
💲 Cost & Payment
How is the carpool fare calculated?
Drivers set a suggested fare to cover reasonable operating costs (e.g., petrol, tolls, maintenance).
When do I pay the driver?
Payment is usually made through the platform once your booking is confirmed. Funds are securely held until the trip is successfully completed.
What is the cancellation policy?
If you cancel before the cut-off time (e.g., 24 hours prior to departure), you may be eligible for a refund in line with our Cancellation Policy.
🛡️ Safety & Security
What should I do in an emergency?
Call 111 immediately. Once safe, report the incident through our dedicated emergency support channel.
How do I file a complaint about a driver?
Submit a formal complaint after the trip or leave detailed feedback through the rating system. All reports are reviewed by our team.
One-tap emergency help
Riders can use a one-tap emergency button in the app to quickly call the local emergency number or their saved emergency contact.
Verified drivers and vehicles
All drivers and vehicles on our platform are reviewed and approved by our team before they can accept trips.
Insurance requirement
Every driver is required to have valid vehicle insurance that meets New Zealand legal requirements.
Need more help
If you need further assistance as a passenger, you can reach us directly via in-app chat or email at support@gosplit.co.nz. We’re here to ensure you have a great experience on every ride.
Contact Support
Support For Drivers:
GoSplit makes it easy for passengers to share rides and split costs on their daily commute. Learn how to request rides, use app features, handle payments, and stay safe while carpooling. Browse the topics below to get started with confidence:
This section covers trip posting, setting fair cost contributions, and most importantly following New Zealand legal guidelines for non‑commercial ridesharing.
⚙️ Trip Posting & Management
How do I post my trip?
Enter your origin, destination, and the date/time of your journey. Once you submit these details, the system will create a trip listing that potential passengers can find and request to join.
How should I set the cost contribution?
Set the passenger contribution to only cover your direct running expenses. For example, the cost of petrol, road tolls, and a reasonable allowance for vehicle wear-and-tear. It’s illegal to make a profit from ridesharing in New Zealand. Our recommended fee structure is designed to comply with New Zealand Transport Agency (NZTA) guidelines, ensuring you stay within legal cost-sharing limits.
What if I need to cancel a trip?
If you must cancel a trip, act quickly. Cancel the trip through the platform to trigger refunds, and notify your passengers as early as possible so they can make alternative travel plans. Cancelling through the system is essential because it keeps everyone informed and ensures passengers receive their refunds without delay.
When will I receive payment from passengers?
Payments are processed after the trip is successfully completed to ensure fairness and adherence to our policy.
⚖️ NZ Regulations & Compliance (Crucial for NZ Drivers)
Do I need a special driving license (P Endorsement)?
No, as long as you are genuinely sharing costs and not operating for profit, you do not need a special licence or Passenger (“P”) Endorsement for carpooling. In New Zealand, traditional cost-sharing carpool trips are exempt from the passenger-service licensing requirements.
Does my insurance cover carpooling?
You should check with your insurance provider to be sure your policy covers non-commercial ridesharing. In general, if you are only sharing costs and not profiting, no special car insurance is required and most private vehicle insurance policies treat carpooling like ordinary use, but you must confirm this with your insurer.
Do I need to pay tax (GST) on the contributions I receive?
Since the contribution should only cover your costs, it is generally not considered taxable income. However, you should keep records and consult with the IRD (Inland Revenue Department) if you are unsure, especially if the contributions are significant.
⭐ Community & Ratings
How can I get good passenger ratings?
Be on time, drive safely, maintain a clean vehicle, and confirm pick-up details politely via the messaging system. Consistently applying these practices will help you receive great feedback. Happy passengers are more likely to rate you highly and even recommend you to others.
What should I do about an unfair rating or review?
If you believe you’ve received an unfair or inappropriate rating/review, you have the option to dispute it. Contact our support team through the help centre or support email, and provide details about the rating in question. We take such matters seriously and will investigate the situation.
🛡️ Safety & Security
One-tap emergency help
Riders can use a one-tap emergency button in the app to quickly call the local emergency number or their saved emergency contact.
Verified drivers and vehicles
All drivers and vehicles on our platform are reviewed and approved by our team before they can accept trips.
Insurance requirement
Every driver is required to have valid vehicle insurance that meets New Zealand legal requirements.
Need more help
If you have an issue on the road or need immediate help, you can contact our support at support@gosplit.co.nz or use the contact feature in the app. For general questions, fill the form below or refer to our frequently asked questions section.