Cancellation & Refund Policy

Cancellation timing is measured from when we receive your written cancellation to the scheduled departure date and time. Please send cancellation requests using the contact details below.

• 21 or more calendar days before departure: 100% refund of the amount paid for the cancelled booking.
• 10 to 20 calendar days before departure: 50% refund of the amount paid for the cancelled booking.
• Less than 10 calendar days before departure (including within 72 hours): no standard refund.
• No-show: no standard refund where you do not arrive at the agreed pickup location at the agreed time without arranging an alternative.

These standard rules do not remove any refund, remedy or other entitlement required by law or expressly agreed in your booking confirmation.

An advance deposit is payable where specified in the accepted quote or booking confirmation. The schedule above applies to the amount paid for the cancelled booking — a deposit is not automatically non-refundable simply because it is called a deposit.

The deposit amount and remaining payment deadlines will be communicated before your booking is confirmed.

Weather, road closures, natural events, accidents and safety restrictions are assessed case by case. Depending on the circumstances, we may discuss:

• An alternative route
• A revised departure time
• A rescheduled service
• A modified itinerary
• Cancellation and any applicable refund or other remedy

The outcome depends on the circumstances, the service that can reasonably be provided, the accepted booking terms and applicable law.

If we cancel a confirmed service, we will tell you as soon as reasonably practicable and, where appropriate, discuss rescheduling or an alternative.

If the agreed service cannot be provided, any refund or other remedy will be determined under the accepted booking terms and applicable law. You will not be required to accept an alternative where the law gives you a right to another remedy.

If a significant change to a confirmed itinerary or service becomes necessary, we will communicate the change and discuss reasonable alternatives where practicable. Any refund or other remedy depends on the circumstances, the agreed booking terms and applicable law.

Where a booking includes an independently provided third-party service, that supplier's cancellation conditions may apply to that component only where they were disclosed to you before purchase.

Approved refunds are processed back to the original payment method where possible, or by another arrangement agreed with you. Nothing in this section delays a remedy that must be provided within a timeframe required by law.

Nothing in this policy excludes or limits rights or remedies available under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 where applicable.

Please include your booking reference, scheduled travel date and booking name, and keep our acknowledgement for your records.