Terms & Conditions

Booking and Payment

All tours with Your Kiwi Tour are exclusively private and must be booked in advance.
Full payment is required at the time of booking to confirm your reservation.
Prices are listed in New Zealand Dollars (NZD) and include GST, unless otherwise stated.
Tours are priced per person, with a minimum of two guests required for any tour.
Credit card and processing fees are non-refundable, including in the event of cancellation. These fees are up to 2.9% of the total booking amount.

Cancellation & Refund Policy

We understand that plans can change. As a small business, we rely on scheduled bookings and appreciate your understanding:

100% refund if cancelled more than 7 days before departure
50% refund if cancelled 2–7 days before departure
No refund if cancelled within 48 hours of departure
Late arrivals and no-shows are treated as cancellations and are non-refundable
Refunds apply only to services provided directly by Your Kiwi Tour. Third-party costs (see below) may have different policies.

Custom Tours & Third-Party Costs

Custom tours or any booking that includes third-party services (e.g. attraction tickets, hired vehicles, external guides) may be subject to cancellation policies set by the provider.
We will inform you of these terms during booking confirmation.
We will always try to recover third-party costs in the event of cancellation, but refunds for these components are not guaranteed.

Changes by You

We aim to provide a personal experience while maintaining clear boundaries around tour design:

You may request changes to the tour date or guest names up to 24 hours before departure, subject to availability.
Signature Tours are lightly customisable — you can adjust the pace, reduce walking time, or skip a stop that doesn't interest you.
Departure times and the core route are fixed, and major timing or location changes are not included.
Custom Tours are fully flexible and built around your interests, timing, and optional add-ons.
Please let us know your preferences early so we can plan accordingly.

Changes by Us

While rare, changes may be necessary due to factors outside our control. We reserve the right to adjust or cancel a tour due to:

Unsafe or extreme weather
Road closures or access issues
Volcanic or geological events
Natural disasters
Safety concerns or other unforeseen events
If we need to cancel your tour, you will receive a full refund or the option to reschedule.

Force Majeure

We are not liable for cancellations or disruptions due to events beyond our control, including but not limited to natural disasters, pandemics, political unrest, industrial disputes, or civil emergencies. In such cases, we will refund the tour price less any reasonable expenses incurred, including non-refundable third-party costs.

Tour Departure and Timeliness

All tours depart promptly at the scheduled time.
Please be ready 5–10 minutes before your confirmed pickup.
Late arrivals will not extend tour time. Any missed time is forfeited, and no refund will be issued.
We are not responsible for missed tours due to guest lateness.

Health, Safety & Suitability

Our tours involve light walking, potentially over uneven surfaces, stairs, or steep terrain.
You are responsible for assessing your own health and mobility.
Please notify us of any accessibility needs or health concerns in advance — especially those that could affect the operation or timing of the tour.
We reserve the right to refuse participation or adjust the tour if your health or mobility poses a safety concern. No refund will be given in such cases unless disclosed in advance.
Children under 7 must travel in an approved child restraint. Let us know in advance if one is required.

Children on Tour

Children are welcome on all private tours when accompanied by a responsible adult.
Please note:

All guests require a booked seat, regardless of age.
Children under 7 must use an approved child restraint (car seat). Please let us know in advance if one is required.
Some tours include walking, uneven surfaces, or limited facilities — we recommend assessing suitability based on your child’s age, mobility, and attention span.
We do not currently offer separate child pricing.

Travel Insurance

We strongly recommend purchasing comprehensive travel insurance to protect against cancellations, illness, delays, or other unexpected events.

Loss & Liability

By booking, you acknowledge and accept that our tours may involve inherent risks. You agree to participate at your own discretion.
We are not liable for injury, damage, or loss resulting from participation in a tour or in any third-party activity included in your itinerary.
You are responsible for your personal belongings. We are not responsible for items lost or left behind in the vehicle.

Behaviour and Right of Refusal

We reserve the right to refuse service or end a tour early if a guest’s behaviour is unlawful, disruptive, or unsafe. In such cases, no refund will be issued.

Photo and Video Use (Optional Consent)

With your consent, we may take photos or videos during the tour for marketing purposes.
If you prefer not to be included, just let us know at the start of the tour.

Privacy

We only collect the personal information necessary to deliver your experience. For more details, please see our Privacy Policy.

Effective: July 2025