Our full terms are available here: https://go-penny.com/terms

Service pricing is set by the operator of each site, so the price for similar services such as showers does vary.

The pricing for all services is listed with each site on our website explore page, or via Explore in our app.

Transaction fees are a necessary cost recovery measure, passed on from our payment provider.

Please see this page for full details on our payment methods and the associated transaction fees.

We can help reunite lost keys with their owners. This is especially helpful if the Penny key is attached to a set of other keys!

Please contact us and let us know:

• Where you found the key / keytag
• The code printed on the rear of the tag and/or a photo of the code
• Whether you are happy for your phone number to be given to the key account holder, so that they may contact you to arrange collection

We will then reach out to the account holder to see what can be done. This might include:

• You leaving the keys in a safe place (such as dropping at a police station)
• Meeting at an arranged point (especially if you are both still at the same camp site)
• De-registering the found key tag (making it available to be registered as a new key on a different account)

As a payment and activation facilities provider, we need a certain amount of information to be able to deliver services to you safely and legally.

Please refer to this page for a full breakdown of this.

You are still able to use your KiwiCash key tag at all sites using Penny technology.

The Penny key tags come in an updated format with two keys per pack – one is designed to go on your keyring and one can go in your wallet or on a lanyard.

To use both Penny keys, please ensure that you add both key numbers (located on back of the keys) to your Penny account, to activate.

If you are wanting additional keys to add to your Penny account, these are available from one of our key retailers.  These retail for $5.

You will need a Penny key tag to use most Penny enabled services.

You can have more than one key tag attached to your account, sharing a balance. This is useful for partners or other family members.

If you've lost a key tag, removing it from your account will prevent any finder from using your balance.

In addition to providing a key tag number when you first create your Penny account, they can also be added and removed from your Penny dashboard/app.

Find "Penny Keys" on the menu in your app, then:

• Use the trash can icon to remove a key
• Use the pencil icon to edit a key, where you can change it's nickname or temporarily deactivate it
• Or add a new key by choosing "Register a key now"

Space is limited at many of our locations. You must book in advance online to comply with site rules and for gate access.

Sometimes you might be unable to book a site because it is full, even though there are clearly spaces available inside.

Possible reasons for this include:

• Vehicles with a current booking are free to come and go as they please, while retaining their overnight booking. They will return later.
• Those who have booked in advance may not have arrived yet
• Failure to arrive for booked vehicles, without cancellation
• Temporary closure of a site for maintenance or safety purposes

For lost or found property at Penny locations, please email help@go-penny.com with the details (photo if possible) of what has been lost or found, and where. We'll reach out to other users of that location around that time to appeal for their assistance. 

If unsure, please drop the item off at the nearest police station, or call the nearest police station by dialling 105 and ask about your lost property.

Yes!

• There is a $5 fee for any credit reimbursed
• We can only reimburse using the same method used for your original top up. Transferring to regular bank accounts is not allowed.
• If you would like a refund please request it via the Penny app

You are welcome to keep the profile  open with funds in it. Your profile will not expire for at least 2 years of inactivity.

Please note that it can take up to 3 business days to clear funds for New Zealand issued (local) cards, and up to 10 business days for Internationally issued cards.

Please check our website at https://go-penny.com/locations for a map of public sites.

Some sites are not listed if they require membership to visit.

Sometimes your account may slip into negative amounts.

This can happen for a number of reasons, including:

• Late departure from a site, resulting in additional overnight camping fees being applied
• An offline site coming back online, resulting in unprocessed transactions being sent
• Charges being applied to your account by the Penny team (we'll always communicate with you about this if it happens)

To continue to use services, you will need to settle your negative balance. Please contact us with any concerns or queries and we will be happy to assist.

Yes.

You can use our gates as much as you like with no charge as long as you have a current booking.

If you try and enter a site without a booking (including before the arrival time), this will decline. Check your app to confirm the decline reason of the transaction, then make a booking via the app or wait until the arrival time and try again.

Exiting a site late may cause a late departure fee. We need to make sure there is space available for inbound travellers.

Please check this page for our list of retailers.

You can also mail order key tags via your Penny dashboard, though we do recommend using a retailer.

Don't worry, your balance is not stored on your key tag. You will not lose any funds, but to ensure nobody else uses it, you should unlink the lost key tag from your account.

Unlinking a lost key tag

You can remove misplaced key tags via your app. Visit Penny Keys on the menu, and use the "Trash can" icon to prevent that key from being used. You can also edit a key to temporarily deactivate it.

I've also lost my actual keys!

Contact us with a description of your keys. We'll reach out on your behalf to other recent users of that Penny location to help you find them. 

I need a new key tag!

Please see our retailer list here.

1) Get your Penny account set up

• Purchase a Penny key from a local retailer: Where can I get a key tag?
• Download the app from the Apple App Store or Google Play or visit our web dashboard at go-penny.com
• Use your email address to log in to the app. You'll need to verify your email address by entering an emailed verification code. Follow the steps to finish creating your profile.
• Grab a key tag from a retailer or order one via mail order.
• Top up your account via the dashboard.

2) Use a Penny pod

• Approach the Penny pod attached to the service you would like to use. This could be a shower, entry gate, cooktop, power point, charging service, hot water, dump station... or just about anything really!
• Swipe your key tag to begin an activation. If the transaction is approved, the service will activate immediately.
• Check your app and you'll see the details of your transaction.

If you would like your Penny account and all associated personal data to be closed and deleted, this can be requested via your Penny app.

1. Log in to your app, or into the web dashboard at go-penny.com
2. On the menu, go to "My Profile -> Close Account"
3. Read and understand the information presented, then proceed to Request Closure. Please let us know the reason for closure.

This will:

• Immediately suspend your account, preventing further logged in activity
• Notify us of your request for us to action it during business hours, including any applicable refund of credit.

We will schedule for deletion, in accordance with our Privacy Policy:

• All PII (personally identifiable information) from our platform. This is permanent and irreversable
• We do not store any payment method details.

We will retain:

• The fact of the account, logging and all non PII transactional data
• Your nationality and year of birth (for demographic statistics)
• Any emails or support tickets you have sent us

As a Penny Tag retailer, please email help@go-penny.com to reorder keys, or to request information about becoming a retailer.

There is a minimum order of 50 keys