Terms & Conditions

Booking and Payment

All tours with Your Kiwi Tour are private and must be booked in advance.

Payment is required to secure your reservation.

Prices are listed in New Zealand Dollars (NZD) and include GST, unless otherwise stated.

Tours are priced per person, with a minimum booking value equivalent to two guests.

Credit card and payment processing fees may be charged at up to 2.9% of the total booking amount. Any non-refundable processing or credit card fees will be clearly identified at the time of payment.

By completing a booking with Your Kiwi Tour, you confirm that you have read, understood and accepted these Terms and Conditions. These Terms and Conditions form part of the agreement between you and Your Kiwi Tour.

Deposit Options

For bookings made 21 days or more before the scheduled departure date, a deposit option may be available at checkout.

If the remaining balance is not received by the due date, Your Kiwi Tour may contact the guest to request payment. We will allow a reasonable period for the outstanding balance to be paid before cancelling the booking.

If Your Kiwi Tour cancels a booking due to non-payment, any amount already paid towards the booking will be refunded, less any applicable non-refundable payment processing or credit card fees.

Once a booking has been cancelled due to non-payment, the original booking is terminated and the reserved tour date, time and vehicle availability are released. Any subsequent booking will be treated as a new booking and will be subject to the availability and pricing applicable at that time. Full payment will be required to secure any new booking.

The deposit option does not change the cancellation policy. Bookings made using a deposit remain subject to the same cancellation and refund terms as bookings paid in full.

Cancellation and Refund Policy

Cancellations received by Your Kiwi Tour more than 24 hours before the scheduled departure time will receive a full refund of the Your Kiwi Tour tour price, excluding any non-refundable payment processing or credit card fees.

Cancellations made within 24 hours of the scheduled departure time are non-refundable.

Cancellation times are calculated using New Zealand local time.

Payment processing and credit card fees of up to 2.9% of the booking value are non-refundable, including where a cancellation qualifies for a refund.

Late arrivals and no-shows are treated as cancellations and are non-refundable.

Refunds apply to the Your Kiwi Tour portion of your booking only. Any third-party costs associated with a Custom Tour are subject to the terms set out below.

Custom Tours and Third-Party Costs

Your Kiwi Tour offers both Signature Tours and Custom Tours.

Signature Tours follow an established itinerary and are designed to provide a consistent private touring experience. They may be lightly customised during the tour, such as adjusting the pace, reducing walking, or skipping a stop that does not interest you. Departure times and the core route remain fixed, and major changes to the itinerary, timing or locations are not included.

Custom Tours are designed around your interests and can offer greater flexibility in itinerary, timing, locations and optional add-ons. Custom Tours are subject to availability and may involve additional costs.

Groups of more than six guests require advance confirmation of availability and will be treated as a Custom Tour. Additional vehicle hire or other third-party services may be required and will be quoted separately.

Custom Tours may include third-party services arranged at the guest's request, such as attraction tickets, activities, hired vehicles, external guides or other services.

Third-party services are additional costs and are charged to the guest in addition to the Your Kiwi Tour price. Any applicable booking, ticketing or processing fees associated with these services are also the responsibility of the guest.

Third-party services are subject to the cancellation, refund and booking conditions of the relevant provider. Your Kiwi Tour does not guarantee a refund for third-party costs where the provider does not offer one.

Where possible, we will advise you of the applicable third-party terms before confirming or purchasing the service on your behalf.

Changes by You

We understand that plans can change, and we will always do our best to accommodate reasonable changes to your booking where we can.

Changes to your booking may be requested more than 24 hours before the scheduled departure time and are subject to availability. We do not charge a fee for changes.

Changes may include the tour date, departure time, number of guests or other booking details. While we will make every reasonable effort to accommodate your request, changes cannot be guaranteed where availability, vehicle capacity, scheduling or other operational requirements prevent us from doing so.

Please note that changing the number of guests may change the applicable group-size rate for your booking.

Changes requested within 24 hours of departure cannot be guaranteed and may be treated as a cancellation under our Cancellation and Refund Policy.

Please let us know about any changes as early as possible so we have the best opportunity to accommodate them.

Changes by Us

While we make every reasonable effort to operate your tour as booked, circumstances outside our control may occasionally require us to change or cancel a tour.

Your Kiwi Tour places the safety of our guests and guide first. We regularly monitor weather forecasts, road conditions and access information and may alter, shorten, relocate or cancel a tour where conditions are considered unsafe or unsuitable.

This may include:

Severe or extreme weather, including heavy rain, strong winds, storms or tropical weather systems
Dangerous coastal conditions, including large swells or hazardous beach conditions
Flooding, slips, fallen trees, debris or other weather-related hazards
Road closures, access restrictions or unsafe driving conditions
Volcanic or geological events
Natural disasters or civil emergencies
Closure of attractions, parks or other locations included in the itinerary
Other unforeseen circumstances that may affect the safe or practical operation of the tour

Where reasonably possible, we will work with you to adjust the itinerary or make alternative arrangements so that your experience can still go ahead.

If we are unable to safely or reasonably operate the tour, we may cancel the tour. In this situation, you will be offered the choice of a full refund of the Your Kiwi Tour portion of your booking or rescheduling to another available date.

Where a Custom Tour includes third-party services, any refund relating to those services will remain subject to the relevant provider's terms and conditions.

Force Majeure

Your Kiwi Tour is not liable for delays, disruptions or cancellations caused by circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, political unrest, industrial disputes, civil emergencies, significant infrastructure failures or other extraordinary events.

Where a Force Majeure event prevents us from operating a tour, we will make reasonable efforts to reschedule the tour or provide a refund of the Your Kiwi Tour portion of the booking, where appropriate.

Any third-party services or costs associated with a Custom Tour remain subject to the terms and conditions of the relevant provider.

Tour Departure and Timeliness

Tours depart at the scheduled time, so please be ready 5–10 minutes before your confirmed pickup time.

If you arrive late, the tour will still finish at the originally scheduled end time. Any time missed due to a late arrival cannot be added to the end of the tour, and no refund will be provided for time missed.

If you are significantly delayed, please contact us as soon as possible. We will always do our best to accommodate you where our schedule allows, but we cannot guarantee that a delayed departure will be possible.

Guests who do not arrive for their tour and cannot be contacted will be treated as a no-show and the booking will be non-refundable.

Cruise passengers: Guests travelling to or from a cruise ship are responsible for allowing sufficient time for their tour, travel, port procedures and any required boarding or disembarkation. While Your Kiwi Tour will make reasonable efforts to operate the tour as scheduled, we cannot guarantee arrival by a particular time where delays arise from traffic, weather, road conditions, mechanical issues, emergency situations or other circumstances outside our reasonable control.

Health, Safety & Suitability

All passengers must use the seatbelt provided for their seating position while the vehicle is in motion. Children and young passengers must be secured in the appropriate child restraint or seatbelt as required by New Zealand law.

Our tours may involve light walking, uneven surfaces, stairs, steep terrain, beaches, exposed coastal areas and other outdoor environments.

Guests are responsible for assessing their own health, mobility and ability to participate safely in the tour.

Please notify us of any accessibility requirements, mobility limitations or other relevant health or safety concerns before your tour, particularly where these may affect the operation or timing of the tour.

Guests should come prepared for the conditions expected on the day, including appropriate footwear, clothing and sun protection. Drinking water is provided onboard the vehicle.

We reserve the right to modify the itinerary or refuse participation where a guest's health, mobility or physical condition presents a safety concern for the guest, other guests or the guide. Where relevant concerns have not been disclosed in advance, no refund will be provided.

Children on Tour

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

All children require their own booked seat and are included in the total number of guests when determining the applicable group-size rate. The applicable rate is based on the total number of guests in the booking, regardless of age.

Child Seats

Children under 7 years of age must travel in an approved child seat appropriate for their age and size.

Your Kiwi Tour provides child seats at no additional cost. Child seats are available as optional booking extras and must be selected at checkout when required so we can ensure the appropriate seat is available for your tour.

We currently provide:

Child Car Seat: Suitable for children
Rear-facing: 40–105 cm, up to 18 kg
Forward-facing harness: 76–105 cm, up to 18 kg
Booster Seat: 100–150 cm, approximately 18–36 kg
Used with the vehicle's three-point seatbelt.

If you are unsure which seat is appropriate, please contact us before your tour.

Child seats are provided subject to availability. If a booking requires more child seats than we have available, we may contact you after booking to discuss the available options and determine whether suitable arrangements can be made.

Your Kiwi Tour will not transport a child under 7 unless an appropriate approved child seat is available and correctly fitted.

Some tours include walking, uneven surfaces, beaches, exposed areas or limited facilities. Parents and guardians are responsible for assessing whether a tour is suitable for their children.

Luggage

Our Mercedes-Benz V-Class has flexible seating and luggage space, allowing the interior to be configured to suit different group and luggage requirements.

Guests travelling with substantial, oversized or unusually large amounts of luggage should advise us at the time of booking so we can plan the vehicle configuration appropriately.

Please note that configuring the vehicle to accommodate additional luggage may require the rear seating to be moved forward, which can reduce available passenger legroom.

Luggage must be stored securely within the vehicle and must not obstruct passenger seating, seatbelts, doors or access to emergency exits.

Your Kiwi Tour cannot guarantee that all luggage can be accommodated where the quantity or size of luggage exceeds the practical capacity of the vehicle.

Travel Insurance

We strongly recommend that all guests have comprehensive travel insurance covering cancellations, illness, travel delays, lost or delayed baggage, and other unexpected events that may affect their travel plans or ability to participate in a tour.

Loss & Liability

Your Kiwi Tour takes reasonable care to provide a safe and enjoyable experience. By booking, you acknowledge that tours may involve inherent risks associated with travel, walking, uneven terrain, beaches, outdoor environments and other activities included in your itinerary.

Guests participate at their own discretion and are responsible for taking reasonable care of themselves and following safety instructions provided by Your Kiwi Tour.

Your Kiwi Tour is not responsible for loss or damage to personal belongings, including items that are lost, damaged or left behind in the vehicle or at tour locations.

Where a tour includes third-party activities, attractions, transport or other services, those services are provided subject to the terms and conditions of the relevant provider.

Nothing in these Terms and Conditions is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded under New Zealand law, including rights under the Consumer Guarantees Act 1993.

Behaviour and Right of Refusal

We want every guest to enjoy a safe, comfortable and respectful experience. Guests are expected to behave appropriately and follow reasonable instructions from their Your Kiwi Tour guide.

Alcohol and Intoxication

Alcohol may not be consumed in the vehicle or during the tour, except where alcohol is consumed at a licensed venue as part of the itinerary or during a scheduled stop.

Guests must not board or remain on the tour while intoxicated. We reserve the right to refuse participation or end a tour where a guest is intoxicated, aggressive, disruptive, abusive or otherwise presents a safety concern.

No refund will be provided where a tour is ended or participation is refused due to a guest's behaviour or intoxication.

Vehicle, Equipment and Damage

Guests are expected to treat the vehicle, child restraints and any other equipment provided by Your Kiwi Tour with reasonable care and to follow any instructions provided by Your Kiwi Tour.
Smoking, vaping and the use of other inhaled products are not permitted inside the vehicle.

Guests may be responsible for the reasonable cost of cleaning, repair or replacement where they, or a child in their care, cause damage beyond normal wear and tear. This includes, but is not limited to, stains, spills, excessive soiling, vomiting, damage to upholstery, trim or fittings, and physical damage to the vehicle such as scratches, dents, chips or damage caused by doors, luggage or seatbelts.

Where damage occurs, we will assess the required cleaning, repair or replacement reasonably and may seek to recover the actual reasonable cost of restoring the vehicle or equipment.

Guests will not be charged for ordinary wear and tear or routine cleaning associated with normal use of the vehicle.

Right of Refusal

We reserve the right to refuse service or end a tour early where a guest's behaviour is unlawful, unsafe, abusive, threatening, excessively disruptive or otherwise inappropriate.

Where participation is refused or a tour is ended due to a guest's behaviour, intoxication or failure to follow reasonable safety instructions, no refund will be provided.

Questions, Concerns and Complaints

If you have a question, concern or complaint about your booking or tour, please contact Your Kiwi Tour as soon as reasonably possible. We will make every reasonable effort to understand the issue and work with you to resolve it fairly.

Where an issue arises during a tour, please raise it with your guide at the earliest opportunity where possible, so that we have an opportunity to address it at the time.

Privacy

We collect and use personal information as necessary to process bookings, communicate with guests and deliver our tours.

For information about how we collect, use, store and protect personal information, please see our Privacy Policy.

Effective: August 2026