Cancellation and Refund Policy

This Refund and Cancellation Policy applies to bookings and travel-related services purchased through NZ Kiwi Tour.
For the purposes of this policy, “we”, “us” and “our” refer to NZ Kiwi Tour, and “you” or “your” refers to the person making a booking or using our services.

1. Travel Services and Booking Conditions

NZ Kiwi Tour provides travel-related services, tours, activities, accommodation arrangements and other travel products.
Each booking may have specific conditions depending on the type of tour, activity or travel service selected.
The cancellation terms shown on the relevant booking page and booking confirmation form part of your agreement with us.
By completing a booking, you agree to the applicable booking conditions and this Refund and Cancellation Policy.

2. How to Cancel a Booking

To cancel a booking, please contact us as soon as possible:
Email: admin@nzkiwitour.com

Your cancellation request should include:

  • Your full name
  • Booking number
  • Name of the tour or travel service
  • Scheduled event or travel date
  • Any other relevant booking details

A cancellation is considered effective when we receive your cancellation request.
The cancellation time will be based on the date and time we receive your request by email.

3. Free Cancellation and Full Refund

You may cancel your booking and receive a full refund if we receive your cancellation request at least 24 hours before the scheduled start time of the tour, activity or event.
For example, if your booking starts at 10:00 a.m. on June 15, your cancellation request must be received by 10:00 a.m. on June 14 to qualify for a full refund.
No payment-processing fee or administration fee will be deducted from an approved refund.

4. Cancellations Within 24 Hours

No refunds will be provided for bookings cancelled less than 24 hours before the scheduled start time.

This may include cancellations made because of:

  • Change of personal plans
  • Illness or injury
  • Travel delays
  • Failure to arrive on time
  • Incorrect travel arrangements
  • Failure to attend the booked service

We may consider an exception in special circumstances, but any exception will be assessed on a case-by-case basis.

5. No-Show or Late Arrival

A customer who does not attend a booked tour, activity or service at the required time may be treated as a no-show.
No-shows may not be eligible for a refund.

A refund may also be refused where a customer:

  • Arrives late and misses the scheduled departure
  • Fails to arrive at the designated meeting point
  • Cannot be contacted at the time of departure
  • Does not follow the supplier’s check-in instructions
  • Does not bring the required travel documents

Customers are responsible for allowing enough time to reach the departure or meeting point.

6. Changes to a Booking

Requests to change a booking may be accepted subject to availability.

Changes may include:

  • Changing the travel date
  • Changing the number of travellers
  • Changing the selected tour or activity
  • Changing traveller details

Please contact us as early as possible if you need to change your booking.
If the requested change cannot be made, the original cancellation policy will apply.

7. Cancellation by NZ Kiwi Tour or a Supplier

NZ Kiwi Tour or the relevant travel supplier may cancel or change a booking because of:

  • Severe weather
  • Safety concerns
  • Natural disasters
  • Road closures
  • Government restrictions
  • Operational reasons
  • Supplier availability
  • Other circumstances beyond reasonable control

If we cancel a booking before the scheduled service begins, we will normally offer one of the following options:

  • A replacement date
  • An alternative service
  • A credit toward a future booking
  • A full refund of the amount paid for the cancelled service

The available option may depend on the reason for cancellation and the circumstances of the booking.
Unless required by law, NZ Kiwi Tour is not responsible for additional costs such as flights, accommodation, transport, meals, visa fees or other arrangements booked separately by you.

8. Weather and Safety Conditions

Tours and activities may be delayed, changed or cancelled because of weather or safety conditions.
A decision to cancel or change a service may be made by NZ Kiwi Tour or the relevant tour operator.
If a service is cancelled because of weather or safety concerns, we will communicate the available options as soon as reasonably possible. These may include:

  • Rescheduling the booking
  • Offering an alternative activity
  • Providing a booking credit
  • Providing a full refund

Weather-related changes or cancellations will be handled according to the circumstances of the event and the applicable supplier conditions.

9. Illness, Injury or Personal Circumstances

If you cancel less than 24 hours before the scheduled start time because of illness, injury, personal circumstances or travel disruption, the booking is non-refundable.
We may consider a refund or booking change in exceptional circumstances if supporting documentation is provided.
We recommend purchasing suitable travel insurance that covers cancellation, illness, injury and travel disruption.

10. Travel Documents and Entry Requirements

Customers are responsible for ensuring that they have all documents and permissions required for their trip, including:

  • Passports
  • Visas
  • Travel permits
  • Health documents
  • Identification
  • Insurance
  • Documents required by the relevant travel provider

A refund is not be available if you cannot travel because you do not have the required documents or permission to enter a destination.

11. Refund Processing

Once a refund has been approved, it will be returned to the original payment method used for the booking.
NZ Kiwi Tour does not charge or deduct payment-processing fees or administration fees from approved refunds.
Refunds will normally be processed within 7 business days after approval. The time for the refund to appear in your account may depend on your bank or payment provider.

12. Delayed or Missing Refunds

If you have been notified that your refund has been processed but have not received it, please:

  1. Check your bank or payment account.
  2. Contact your bank or payment provider.
  3. Contact us at admin@nzkiwitour.com if the refund is still not visible.

Please include your booking number and the date your refund was approved.

13. Third-Party Travel Providers

Some services may be provided by independent tour operators, accommodation providers, transport companies or other third parties.
NZ Kiwi Tour will reasonably assist with communication and booking-related matters. However, where a third-party supplier controls the service, changes or cancellation, the supplier’s operating conditions may also apply.
Where possible, we will inform you of any supplier-specific conditions before you complete your booking.

14. Service Problems and Consumer Rights

If a service is not supplied as agreed or is materially different from the description provided, please contact us as soon as possible so that we can investigate and attempt to resolve the issue.
Nothing in this policy is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded under applicable law.

15. Payment Disputes

If you believe there is an error with a payment or booking charge, please contact us first so that we can investigate the issue and review the booking records.
This does not affect any rights you may have under applicable law or through your bank or payment provider.

16. Policy Changes

We may update this Refund and Cancellation Policy from time to time.
The updated version will be published on this page with a new “Last updated” date.
The policy that applies to a booking will generally be the version in effect when the booking was made.

17. Contact Us

For cancellation requests, refund enquiries or booking changes, please contact:

NZ Kiwi Tour
Email: admin@nzkiwitour.com
Website: https://www.nzkiwitour.com

Last updated: October 3, 2026

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