CONSUMER TERMS & CONDITIONS

Last update: August 2017

Please note: if you are a third-party agent, please request our agent terms and conditions.

Our consumer terms and conditions are outlined in the following sections:

Your responsibilities
Our responsibilities
Our policies
- Guided tour policy
- Cancellation policy
- Abandonment policy
- Infant and child policy
- Additional charges policy
- Privacy policy
- Conditions of website use.

YOUR RESPONSIBILITIES

All customers need to provide the following information as a minimum requirement when reservations are requested:

Customer name and contact information
Purchase order number if relevant
Tour booked – we required the full name of product (e.g.: Fine Art, Food and Fashion Walking Tour, Auckland Gourmet Tasting Tour.)
Date/s Tour booked
Tour departure time – if relevant
Dietary requirements – if relevant
Special requests – if relevant

All customers are required to notify our Reservations Manager by email of any additional client requests or modifications to the booking, including cancellation. If change requests are made within 24 hours of departure, you are required to call our Reservations Manager (+64-21-808-155), followed by an email confirming the change requests (helen.[email protected]). Any modifications made by the customer will incur a 25% change fee.

Customers are required to pay in full 7 days prior to tour departure date, unless prior arrangements have been made.

OUR RESPONSIBILITIES

We agree to provide accurate, up to date pricing and product descriptions at all times.

Despite our best efforts, a product included in the retail ratecards or on our consumer website may be mispriced. If we discover a mispricing, we will inform you of the pricing correction as soon as the error is noted. The incorrect price will be honoured by us where bookings have been paid in full, prior to the pricing correction being notified.

We will deliver the services booked according to the details provided by the customer.

We operate strict policies which will be enforced at all times, regardless of any exemption request made by the customer.

We aim to deliver a high level of customer service to all our customers.

We aim to respond to all booking requests and change notifications within 24 hours of receipt whenever possible.

OUR POLICIES

Guided tour policy

All customers will receive a safety briefing and sign a participant waiver form before the tour departs. Any participant refusing to sign the waiver form will not be able to take part in the tour and no refund will be offered on this basis.

Most of our tours involve walking and, in some instances, include stairclimbs and walks across uneven, unpaved terrain. Participants may be refused on tour departure date if mobility issues have not been highlighted beforehand (some tours may be able to be customised to suit less mobile participants if we know in advance; an additional fee to customise the tour will apply of at least 25% additional fees).

Any customer unable to participate in a tour on arrival will not be eligible for a refund or credit of any kind.

All tour participants must agree to follow all instructions given by our guides and other staff members at all times.

All customers agree to take full responsibility for their own safety and the safety of others.

All tour participants must take care of their personal belongings; our guides will not be held responsible for the return of lost property discovered in our vehicles or at venues visited at the end of the tour. The customer make their own arrangements to recover all lost property found at their own expense.

Cancellation policy

All customers are subject to our cancellation policy, which is strictly enforced. Last minute changes made may be subject to additional charges (e.g.: special dietary requirements not specified at time of booking). Additional charges will be billed directly to you.

If you decide to cancel your booking with us, you will be subject to the following policy:

How to cancel a booking\

To cancel a booking, customers must inform us immediately.

You must send an email to us that contains the name the booking was made under and the booking reference number supplied on your booking confirmation form.

Cancellation fees

The following cancellation fees will apply to all customer bookings, regardless of the reason why the cancellation has been requested:

30 days or more before tour departure date: an administration fee of $25 will be charged
11-30 days before tour departure date: we will charge 25% of the total owing
5-10 days before tour departure/gear collection date: we will charge 50% of the total owing
Less than 5 days before collection date: we will charge the full amount owing
Please be aware that any cancellations requested due to poor weather (all tours proceed regardless of the weather, with the exception of certain types of transportation such as helicopter flights), family illness, bereavement or alternative arrangements being made by the customer are completely outside our control and therefore the fees outlined here will be charged. We strongly recommend taking out travel insurance in case of such events.

Confirmation of cancellation

Once you have cancelled a booking, we will send an email to the address nominated by the customer

If the email address has changed since the booking was originally made, you will need to supply us with the new address so the cancellation can be confirmed in writing.

We will not be held responsible for cancellation confirmation emails not received by the customer due to invalid or expired email accounts.

Abandonment policy

Should a participant decide to voluntarily leave the tour for whatever reason the participant will not be entitled to a refund, and must pay for their own costs of returning to their hotel or accommodation.

The participant will sign our Tour Abandonment form before heading back to their chosen location at their own cost.

Infant and child policy

Our tours are not suitable for infants or young children. We reserve the right to refuse the participation of infants or young children in all tours.

Privacy policy

We respect your right to privacy. We are bound by New Zealand law to comply with the Privacy Act (1993).

We collect personal information from you, including information about your Name, Contact information, Computer or network, Interactions with us, Billing or purchase information.

We collect your personal information in order to process your booking request and online payment. Besides our staff, we share this information with Paypal in order to process your online booking and payment for goods and services purchased.

Providing some information is optional. If you choose not to enter your name or credit card information, we’ll be unable to confirm your booking request.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at [email protected], or 59 Seafield View Road, Grafton, Auckland 1023, New Zealand.

Conditions of website use

The following conditions apply for use of our website content:

Copyright

All content included on our site is our property or our content suppliers.

Content includes, but is not limited to, copy, images, design, software, logos, graphic devices and downloadable PDF brochures.

All content is our exclusive property and is protected by New Zealand and International copyright laws. All software used on the website is our property or its software suppliers and protected by New Zealand and international copyright laws.

Provider descriptions

Our attempts to be as accurate as possible. However, this does not warrant that product descriptions or any other content of the website site is 100% accurate, complete, reliable, current, or error-free.

You must contact us for final written clarification.

Pricing

Except where noted otherwise, the online list price displayed for products on our website represents the full retail price.