Terms & Conditions
Last updated: 13 September 2026
These Terms & Conditions apply to bookings and travel services supplied by New Zealand National Travel Group (“NZNT”, “we”, “us” or “our”). By making a booking, paying a deposit or balance, or participating in a service, the customer and all persons included in the booking agree to these terms.
1. Bookings and Contract
A booking is not confirmed until NZNT has accepted the booking and any required deposit or payment has been received. Availability shown before confirmation is indicative only. The person making the booking confirms that they are authorised to accept these terms on behalf of all travellers included in the booking and is responsible for providing accurate passenger, contact, pickup and special-requirement information.
2. Prices and Payment
Unless stated otherwise, prices are in New Zealand dollars and include GST where applicable. The price, deposit, balance due date and inclusions shown in the booking confirmation form part of the contract. We may correct an obvious pricing or description error before accepting a booking. Once a booking is confirmed, any additional service, route, waiting time, attraction, accommodation, meal or other item requested by the customer may incur an additional charge agreed before it is supplied.
Where a deposit is required, it is applied toward the total booking price. A booking may be cancelled if a required payment is not received by the due date, subject to applicable New Zealand law and any non-refundable third-party costs already committed.
3. Customer Cancellation
Cancellation requests should be made in writing as soon as possible. Unless a different cancellation policy is clearly stated in the relevant quote, product page or booking confirmation, the following standard cancellation schedule applies:
- More than 30 days before departure: refund of amounts paid less any non-refundable third-party charges and reasonable costs already incurred for the booking.
- 15–30 days before departure: up to 25% of the booking price may be retained, together with any additional non-refundable third-party charges or reasonable costs directly arising from the cancellation.
- 7–14 days before departure: up to 50% of the booking price may be retained, together with any additional non-refundable third-party charges or reasonable costs directly arising from the cancellation.
- Less than 7 days before departure, or no-show: up to 100% of the booking price may be retained to the extent reasonably required to cover committed services, lost capacity and costs arising from the cancellation.
Any cancellation amount will be applied only to the extent permitted by New Zealand law. Where the Consumer Guarantees Act 1993 or other mandatory law gives the customer greater rights, those rights prevail.
4. Changes Requested by the Customer
Requests to change dates, passengers, pickup points, itinerary or services are subject to availability. We will try to accommodate reasonable requests but cannot guarantee that a change is possible. The customer is responsible for any additional supplier charges, fare differences or reasonable administrative costs caused by an accepted change.
5. Changes, Delays and Cancellations by NZNT
New Zealand travel is affected by weather, road conditions, traffic, attraction operating hours, track closures, natural events and other circumstances that can change without notice. NZNT may make reasonable changes to routes, timing, vehicles, stops or the order of an itinerary where necessary for safety, operational reasons or circumstances outside our reasonable control. We will use reasonable efforts to provide a substantially comparable service.
If NZNT cancels a service and no reasonable alternative is accepted, we will provide the refund or other remedy required by applicable New Zealand law. We are not responsible for losses caused solely by circumstances outside our reasonable control except to the extent that liability cannot lawfully be excluded or limited.
6. Third-Party Suppliers
Some bookings include or depend on services supplied by independent third parties, including attractions, accommodation providers, ferry operators, activity operators, restaurants and other tourism suppliers. Their own terms, availability and operating requirements may apply. NZNT is not responsible for an independent supplier’s acts or omissions except where NZNT is legally responsible under New Zealand law. Any third-party terms that materially affect the booking will be passed on where reasonably practicable.
7. Pickup, Waiting Time and No-Shows
Customers must be ready at the confirmed pickup point at the confirmed time. Please notify us promptly if you expect to be delayed. Where a customer is late, we will make reasonable efforts to accommodate the delay, but the itinerary may need to be shortened or altered. Additional waiting time or transport required because of customer delay may be charged where disclosed and reasonable. A failure to attend without notice may be treated as a no-show.
8. Passenger Responsibilities
Passengers must follow reasonable safety instructions from the driver, guide and relevant suppliers and must not behave in a way that is unsafe, unlawful, abusive or materially disruptive. NZNT may refuse or discontinue service where reasonably necessary to protect passengers, staff, property or the safe operation of the service. Any additional cost caused by a passenger’s misconduct is the passenger’s responsibility to the extent permitted by law.
9. Children, Health, Mobility and Special Requirements
The customer must tell us before travel about child restraints, significant mobility requirements, oversized luggage or other requirements that may affect the vehicle or service. We will make reasonable efforts to accommodate disclosed requirements but some activities, locations and vehicles may have practical restrictions. Customers are responsible for deciding whether an activity is suitable for them and should seek appropriate professional advice where necessary.
10. Luggage and Personal Property
Passengers remain responsible for their luggage, valuables and personal property. Vehicle capacity is limited and luggage requirements should be disclosed before booking. To the maximum extent permitted by law, NZNT is not liable for loss or damage to personal property unless caused by our failure to exercise reasonable care and skill.
11. Travel Insurance
We strongly recommend comprehensive travel insurance appropriate to the traveller’s circumstances, including cover for cancellation, medical expenses, disruption, lost luggage and activities. Insurance is the traveller’s responsibility unless specifically included in writing.
12. Itineraries, Images and Travel Information
Website descriptions, photographs, travel times and itineraries are provided to help customers plan their journey. Images may be illustrative and seasonal conditions vary. Travel times are estimates and may change due to traffic, weather, road conditions and operational factors. Specific inclusions stated in the confirmed booking take priority over general promotional material.
13. Liability and New Zealand Consumer Law
Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including applicable rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Where those laws apply, NZNT will provide services with the care and skill and other guarantees required by law.
Subject to those mandatory rights, NZNT is not liable for indirect or consequential loss, loss arising from a customer’s own act or omission, or loss caused by an independent event outside our reasonable control. Any limitation in these terms applies only to the extent permitted by law.
For a booking acquired wholly for business purposes, where both parties are in trade and it is fair and reasonable to do so, the parties may agree in writing that relevant statutory provisions capable of being contracted out of will not apply.
14. Force Majeure and Events Beyond Reasonable Control
Where performance is prevented or materially affected by events outside reasonable control — for example severe weather, natural disaster, road closure, government restriction, civil emergency, epidemic, industrial disruption or failure of essential infrastructure — we may suspend, reschedule, reroute or cancel affected services. We will act reasonably, consider available alternatives and provide any refund, credit or other remedy required by applicable law. Reasonable and irrecoverable costs already incurred may be taken into account where the law permits.
15. Complaints
If something is not satisfactory during a journey, please tell the driver, guide or NZNT as soon as reasonably possible so we have an opportunity to address it. Formal complaints should be submitted promptly with the booking reference and relevant details. This clause does not limit any statutory right or remedy.
16. Privacy
Personal information is handled in accordance with our Privacy Policy and applicable New Zealand privacy law. We may provide information reasonably necessary to suppliers involved in delivering a customer’s booking.
17. Governing Law
These terms are governed by New Zealand law. Any dispute is subject to the jurisdiction of New Zealand courts and tribunals, subject to any mandatory rights a consumer may have.
18. General
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue to apply. A failure by NZNT to enforce a term on one occasion does not waive our right to enforce it later. The booking confirmation, any specific written booking conditions and these Terms & Conditions together form the agreement for the booking. If there is an inconsistency, a specifically agreed written booking condition takes priority, subject always to mandatory New Zealand law.
These Terms & Conditions are intended as general booking terms for NZNT’s New Zealand travel services. They should be reviewed periodically and whenever NZNT materially changes its products, cancellation practices or supplier arrangements.
