Cancellation & Refunds Policy

1. How cancellations work

NZ GO is only the organiser of your trip, not the provider of the services in it. As soon as your booking is confirmed, we use your payments to secure your accommodation, tours, activities, transport and other services with independent suppliers. Each supplier has its own cancellation and refund terms. Some allow free cancellation up to a certain date. Others charge a fee, and some (such as special-offer rates, prepaid accommodation and many activities) are fully non-refundable once booked.

Because every package and custom trip uses a different mix of suppliers, we can't set one fixed cancellation charge for all trips. Instead, any refund depends on the terms of the suppliers in your booking and on when you cancel.

2. Before you book

• Your quote and booking confirmation will tell you about the cancellation conditions of the main parts of your trip, where we know them, and flag any parts that are non-refundable.
• You're welcome to ask us about the cancellation terms of any supplier before you pay your deposit. We'll give you the information we have.
• Please read your quote carefully before confirming. If flexibility matters to you, tell us. Where possible, we can suggest options with more flexible cancellation terms (these may cost more).

3. If you cancel

• All cancellations must be made in writing by the lead traveller, by email to admin@nzgotoursandtravel.com. Your cancellation takes effect on the day we receive your email (New Zealand time).
• We'll contact your suppliers to cancel the services and find out what each of them will charge or refund.
• Before we finalise your cancellation, we'll send you a written breakdown showing what you've paid, each supplier's cancellation charges, any reasonable costs we've incurred in arranging your booking, and the refund (if any) due to you.
• Your refund is the amount suppliers refund to us for your booking, minus those cancellation charges and reasonable costs.
• Our fees aren't refundable: our trip design fee, service fees, amendment fees and any card or payment processing fees are not refunded when you cancel, because they cover work already done and costs already paid. Any commission or margin we've earned on services that suppliers don't refund is also kept. All of this is shown in your breakdown.
• If you cancel before the balance is due, you won't need to pay the rest of the balance, unless supplier cancellation charges are more than the amount you've already paid. If so, the breakdown will show the difference payable.
• If we cancel your booking because the deposit or balance wasn't paid on time (after giving you notice), it's treated as a cancellation by you.

4. Your deposit

Your deposit (at least 40% of the trip price) is used to secure your services with suppliers straight away. Depending on the suppliers' terms and when you cancel, your deposit may be partly or fully non-refundable. Your cancellation breakdown will show exactly how it has been applied.

5. No-shows and unused services

Most suppliers don't give refunds for services you don't use. This includes missing a tour, arriving late, checking out early, skipping a night or choosing not to take part in an activity. It also includes being refused service because you don't meet a supplier's requirements (such as age, health, licence or behaviour rules). If a supplier does refund an unused service, we'll pass that refund on to you.

6. Changing your booking

• We'll do our best to help with changes, such as new dates, extra nights or swapping an activity. All changes depend on supplier availability and terms.
• Suppliers may charge change fees or price differences, and an NZ GO amendment fee may apply. We'll tell you the full cost in writing before we make any change.
• Reducing the number of travellers, or removing parts of a confirmed booking, is treated as a partial cancellation under section 3.
• Name changes (transferring a place to another person) may be possible, subject to supplier approval and fees.

7. If we or a supplier cancel or change your trip

• If we or a supplier cancel a confirmed service, or make a significant change to it, for reasons within our or their control, you can choose a comparable alternative (with any price difference refunded) or a refund of the money paid for that service. Cancellations caused by events beyond anyone's control are covered by section 8.
• Minor changes, such as an adjusted departure time, a different vehicle of the same class or equivalent accommodation, don't count as significant changes.
• If a supplier changes or cancels an activity because of weather or safety conditions on the day, we'll try to rebook it. If that isn't possible, we'll pass on any refund the supplier gives for that activity.

8. Events beyond anyone's control

We are not responsible if events outside our and our suppliers' reasonable control stop your trip going ahead or stop it being completed. These include floods, earthquakes, volcanic activity, storms, road closures, pandemics, government orders and border closures. We aren't liable for any compensation or extra costs (such as additional accommodation, transport or changed flights) in these situations. We'll still try to arrange new dates or alternatives. Where none of these is possible, we'll pass on any refund we're able to recover from suppliers for services you haven't received, minus reasonable costs we've already incurred on your behalf, and show you the breakdown. We don't give refunds beyond what suppliers return to us. This is the situation travel insurance is designed for.

9. How refunds are paid

Where a refund is due, we'll pay it within 14 days of receiving the money back from the supplier(s), or within 14 days of confirming your breakdown if that's later. Refunds are paid in New Zealand dollars, by the original payment method where possible. We aren't responsible for exchange-rate differences or fees charged by your bank.

10. Your rights under New Zealand law

Nothing in this policy limits any rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Contract and Commercial Law Act 2017 or other New Zealand laws that can't be excluded. For example, if a service we provide isn't carried out with reasonable care and skill, you may be entitled to a remedy under the Consumer Guarantees Act.