Booking Terms & Conditions

1. About us and these terms

In these terms, "NZ GO", "we", "us" and "our" means NZ GO TOURS AND TRAVEL LIMITED, trading as NZ GO Tours & Travel, a New Zealand company and part of The Shaara Group. "You" means the person making the booking (the "lead traveller") and every person travelling on that booking.

By visiting our website, making an enquiry, or booking or purchasing a tour, package or travel service from us — through our website or directly with us — you confirm that you have read, understood and agree to these terms, and to the terms and conditions, privacy policies and other documents of the suppliers providing your services (see clause 2).

Group bookings: the lead traveller confirms they are at least 18 years old and are authorised by everyone named on the booking to accept these terms on their behalf. The lead traveller is responsible for making all payments, passing these terms and all trip information on to everyone in the group, and requesting any changes. We'll deal with the lead traveller on behalf of the whole group.

These terms work together with our Cancellation & Refunds Policy, our Privacy Policy, our Website Terms of Use and the written quote and booking confirmation we send you. If anything in your booking confirmation conflicts with these terms, the booking confirmation applies.

2. Our role: organiser only, not the provider

NZ GO acts only as an organiser. We design itineraries and arrange travel services on your behalf — including accommodation, tours, activities, experiences, restaurants and meals, transfers and vehicle hire. We are not the provider of any of these goods or services. They are provided by independent third-party suppliers such as hotels, motels, lodges, restaurants, tour and activity operators, transport and vehicle hire companies. We do not own or operate them.

• Supplier documents apply: each supplier's own terms and conditions, privacy policy and any other documents they use — such as booking conditions, cancellation policies, safety rules, waivers, rental agreements, house rules and codes of conduct — apply to the goods or services they provide, in addition to these terms. By booking through us, you agree to follow them. We'll pass on or point you to these documents on request, and suppliers may also ask you to sign or accept them directly.
• The supplier is responsible for delivering its service. We take reasonable care in choosing suppliers and arranging your booking, and we're responsible for our own acts and omissions.
• We may earn a commission or margin from suppliers for the services we arrange. This is already included in the price we quote you.
• Extras you book yourself: any activities, meals, transport or other services you arrange or pay for directly during your trip (including "optional" activities suggested by a guide or supplier) are not part of your booking with us. They're a contract between you and that provider, and we aren't responsible for them.
• We will help you resolve any problem with a supplier, both during and after your trip.

3. Enquiries, quotes, prices and fees

• Prices shown on our website are estimates only, to help you plan. Vehicle hire, accommodation upgrades and other extras are arranged on request.
• After you send an enquiry, we'll prepare a written quote. Your quote sets out what's included, the total price and the payment due dates.
• Trip design fee: for custom itineraries, we may charge a trip design fee before we start detailed planning. We'll tell you the amount before we begin. If you go ahead and book, the fee is deducted from your trip price. If you don't book, or you cancel later, the fee isn't refundable, because it covers the planning work already done.
• Quotes are valid for 7 days unless the quote says otherwise, and are subject to availability until your booking is confirmed.
• All prices are in New Zealand dollars (NZD) and include GST where applicable.
• Room sharing: unless your quote says otherwise, accommodation prices are based on two people sharing a room. If you travel alone, or someone in your party cancels and leaves another traveller in a room on their own, a single-room supplement or higher room rate will apply.
• Promotions: promotional codes and special offers can only be used once per booking, can't be combined with other offers, can't be exchanged for cash, and don't apply to bookings already made. Where a promotion has its own terms, those terms apply to that promotion in addition to these terms.
• Once your booking is confirmed, we won't increase the price except where a supplier passes on an increase caused by government taxes, levies or fuel surcharges outside our control. If that increases your total price by more than 10%, you may cancel and receive a full refund of all money paid.
• Unless your quote says so, prices don't include international flights, visas, travel insurance, meals, personal expenses, optional activities or the International Visitor Conservation and Tourism Levy (IVL).

4. Booking, deposit and payment

• Deposit: a deposit of at least 40% of the total trip price is required to confirm your booking, and must be paid no later than 30 days before your trip starts.
• Confirmation: your booking is confirmed only when we've received your deposit and sent you a written booking confirmation. Until then, prices and availability can change. Please don't book flights or other non-refundable travel until you've received our written confirmation.
• Balance: the remaining balance must be paid in full by the due date on your booking confirmation, and in any case before your trip starts. Travel documents and vouchers are released once full payment is received.
• Late bookings: if you book fewer than 30 days before your trip starts, full payment may be required at the time of booking. Your quote will tell you.
• Late payment: if the deposit or balance isn't paid on time, we may cancel your booking after giving you notice. If that happens, our Cancellation & Refunds Policy applies.
• Payment methods: we'll tell you the accepted payment methods when we send your quote. Any payment surcharge will be shown to you before you pay, and will only apply where the law allows. Card and payment processing fees aren't refundable if your booking is later refunded.
• Exchange rates and bank fees: all payments must reach us in full in NZD. Any international transfer fees, currency conversion costs or exchange-rate shortfalls are your responsibility, and we aren't responsible for exchange-rate differences on refunds.
• Authorised payments: you confirm that you're authorised to use the card or account you pay with, and that you won't pay by fraudulent or unlawful means.
• Payment disputes: if you have a concern about a payment, please contact us first so we can look into it. Please don't make a false or misleading chargeback. We may put a booking on hold while a payment dispute is being investigated. This doesn't affect any genuine rights you have with your bank or card provider.
• Overdue amounts: if any amount you owe us (including charges for damage under clause 5) remains unpaid after we've asked for it in writing, we may take steps to recover it, including through a debt collection agency, and you'll be responsible for our reasonable costs of recovery.

5. Your responsibilities

You are responsible for:

• Giving us complete and accurate information, including names exactly as they appear on passports or photo ID. Any fees charged by suppliers to correct a name you gave us incorrectly are your responsibility.
• Holding a valid passport, plus any visa, NZeTA or other entry documents you need, and meeting New Zealand's entry, biosecurity and customs requirements (see clause 9).
• Making sure each traveller is fit and well enough for the activities booked, and meets any age, height, weight or health limits set by suppliers.
• Holding a valid, full driver's licence (with an approved English translation or International Driving Permit where required) for any vehicle hire, and following New Zealand road rules.
• Your health and safety: taking reasonable care of your own health and safety, and that of others in your group (including any children you're responsible for), throughout your trip. This includes following safety briefings and instructions, using the safety equipment provided, checking weather and track conditions before outdoor activities, not taking part in activities while affected by alcohol or drugs, and telling us and suppliers about any medical condition that could affect your safety. Tour and activity operators remain responsible for their own health and safety duties under New Zealand law.
• Following supplier staff: following the reasonable directions of guides, drivers, skippers, hosts and other supplier staff. A supplier may remove anyone from a tour, activity, vehicle or accommodation whose behaviour is unsafe, abusive, illegal (including illegal drug use) or seriously disruptive. If that happens, no refund is given for services missed, and you must pay your own costs of onward travel and accommodation.
• Smoking, vaping and seatbelts: not smoking or vaping in vehicles, accommodation or anywhere a supplier doesn't allow it, and paying any fines, cleaning or repair costs that result. Seatbelts must be worn in all vehicles where fitted, as required by New Zealand law. To the extent the law allows, our and our suppliers' liability is reduced if an injury happens while a traveller isn't wearing a seatbelt.
• Your belongings: looking after your own luggage, money, valuables and personal belongings at all times, including in vehicles, accommodation and on tours and activities. To the extent the law allows, neither we nor our suppliers are responsible for any loss, theft or damage to your belongings, unless it's caused by our (or their) negligence. Please make sure your travel insurance covers your belongings.
• Damage: any loss of, or damage to, accommodation, vehicles, equipment or other property caused by you or anyone on your booking, including excessive cleaning and missing items. Suppliers may charge you directly for these costs, or we may pass them on to you.
• Flights and connections: leaving plenty of time between your flights and the start or end of your trip, tours and transfers. Please send us your flight details when we ask for them. We aren't responsible if a delayed, cancelled or changed flight causes you to miss a transfer, tour or other service, and any extra costs are yours (or your insurer's).
• Travel documents and reconfirming: we'll send your final itinerary, vouchers and supplier contact details once full payment is received, usually in the weeks before you travel. Please check them carefully, tell us straight away if anything is wrong or hasn't arrived, and reconfirm pickup and start times with suppliers (or us) at least 24 hours beforehand.
• Arriving on time for tours, transfers and check-ins. Missed services are not refundable.
• Behaving respectfully towards our team, suppliers, other travellers and local communities.

6. Health, mobility, dietary needs and special requests

• Telling us about health and mobility: please tell us, when you enquire or book, about any medical condition, disability, mobility limitation, pregnancy or other health matter that could affect your ability to take part in your trip or need extra support. Tell us straight away if anything changes before you travel. We'll use this information only to arrange a suitable trip and share it only with the suppliers who need it.
• If a trip or activity may not be suitable or safe for a traveller, we may suggest alternatives, ask for a doctor's confirmation that the traveller is fit to take part, or decline the booking. If we decline because of something you told us before booking, we'll refund any money you've paid us for that booking. If relevant information wasn't disclosed and a supplier refuses service as a result, our normal cancellation terms apply.
• Dietary needs and allergies: please give us any dietary requirements or allergies when you book. We'll pass them on to restaurants, accommodation and tour providers, but we can't guarantee every supplier can meet them, or that food is free from allergens or cross-contamination. If you have a serious allergy, please also confirm directly with the supplier and carry any medication you need.
• Special requests: requests such as particular room types, bed configurations, ground-floor or accessible rooms, adjoining rooms, early check-in or late check-out, or celebrations are passed on to suppliers, but they aren't guaranteed and don't form part of your booking unless we confirm them in writing. Accessible rooms may be in a different room category or location within a property.
• Medical emergencies: if a traveller becomes ill or is injured during the trip, you agree that we or a supplier may arrange medical treatment, transport or evacuation where we reasonably believe it's needed. Any resulting costs are your responsibility (usually claimed through your travel insurance). Supplier staff who give first aid aren't medical professionals.

7. Children and young travellers

• Travellers under 18 must travel with a parent, legal guardian or another responsible adult approved by their parent or guardian. That adult is responsible for supervising them at all times and for their health, safety and behaviour.
• Suppliers set their own minimum ages and child requirements for activities, which we'll tell you about where we know them. Please give us the ages of all children when you enquire.
• New Zealand law requires children under 7 to use an approved child restraint (car seat or booster) in vehicles. If you hire a vehicle through us, let us know and we'll arrange suitable restraints with the supplier (charges may apply).
• We have zero tolerance for any behaviour that harms, exploits or endangers a child. We'll report any such concerns to the appropriate authorities.

8. Travel insurance

Comprehensive travel insurance is a condition of booking. Because many supplier services are partly or fully non-refundable once booked, your policy should cover cancellation, curtailment, medical expenses and emergency repatriation (with high or unlimited limits), personal liability, lost luggage and belongings, any pre-existing medical conditions, and any adventure activities you've booked. Please arrange it as soon as you pay your deposit.

Before you travel, we may ask each traveller for their insurer's name, policy number, emergency assistance phone number and an emergency contact person, so we can help quickly if something goes wrong.

New Zealand's Accident Compensation Corporation (ACC) scheme covers some costs of accidental injury for visitors while in New Zealand. It doesn't cover everything — such as medical evacuation home, illness, lost income overseas or cancelled travel — so private insurance is still essential.

9. Visas, entry requirements and travel advice

We can share general information to help you plan, but we don't give immigration, visa, legal or medical advice. It's your responsibility to check and meet the entry requirements that apply to you — including passports, visas, the NZeTA and the IVL — using official sources such as Immigration New Zealand (immigration.govt.nz), and to get health advice from a medical professional. We aren't responsible if you're refused boarding or entry, or have to change your plans, because you don't have the right documents.

10. Changes and cancellations by you

Please ask in writing if you'd like to change your booking. We'll try to help, but changes depend on supplier availability and may involve an amendment fee plus any extra charges from suppliers. If a change isn't possible, the original booking stands.

If you cancel, change your mind or don't travel, any refund depends on the cancellation terms of the suppliers in your booking and when you cancel. Some services are fully non-refundable once booked. Our trip design fee, service and amendment fees, and payment processing fees aren't refundable. Before we process a cancellation, we'll send you a written breakdown of all charges and any refund due. Full details are in our Cancellation & Refunds Policy.

11. Changes and cancellations by us or our suppliers

• Occasionally, suppliers have to change or cancel a service — for example, due to weather, safety or operational reasons. Minor changes (such as a different departure time or equivalent accommodation) can happen. We'll tell you as soon as we can.
• If we or a supplier cancel a confirmed service, or make a significant change to it, for reasons within our or their control, you may choose a comparable alternative (with a refund of any price difference) or a full refund of the money paid for the affected service. Cancellations caused by events beyond our control are covered by the next point.
• Events beyond our control: we are not responsible for any failure to provide, delay, change, interruption or cancellation of your trip (before it starts or part-way through) caused by events beyond our or our suppliers' reasonable control. These include floods, earthquakes, volcanic activity, storms and other severe weather, road or track closures, fires, pandemics and other health emergencies, government orders, border closures, strikes, and transport or power failures. In these situations we aren't liable for any loss, compensation or extra costs (such as additional accommodation, meals, transport or changed flights). We'll still do our best to help: we'll try to arrange alternatives or new dates, and pass on any refund we're able to recover from suppliers for services you haven't received, minus reasonable costs already incurred. Travel insurance is designed to cover these situations.

12. Adventure activities and risk

Many New Zealand experiences — such as jet boating, rafting, bungy, skiing, hiking, glacier and water activities — carry risks of injury. These activities are run by independent operators, who may ask you to sign their own safety acknowledgement or waiver. You take part at your own choice and must follow the operator's instructions. Nothing in this clause limits any rights you have under New Zealand law.

13. What we can't guarantee

Nature doesn't run to a timetable. We can't guarantee weather, clear views, snow or track conditions, wildlife or marine-life sightings (such as whales, dolphins, penguins or glow-worms), the Aurora Australis (Southern Lights) or any other natural event. Where a supplier offers a free retry or partial refund when a sighting or view doesn't happen, we'll pass that on to you. Otherwise, these situations don't entitle you to a refund.

14. Weather

• New Zealand's weather can change quickly and we have no control over it. We can't change, predict or prevent the weather, and we are not responsible for any trip, activity, transfer or service that is changed, delayed, shortened or cancelled because of it.
• You carry the risk of weather. If bad weather affects your trip, you are responsible for any extra costs, changed plans or lost experiences that result. This includes additional accommodation, meals, transport and changed flights, and any part of your trip that can't go ahead.
• Weather-related changes, disruptions and cancellations are not a reason for a refund from us. If a supplier chooses to refund or rebook an affected service, we'll pass that on to you as set out in these terms and in our Cancellation & Refunds Policy. We'll still do our best to help you find alternatives.
• Do your own due diligence. We recommend that you check things for yourself, including weather forecasts, road and track conditions, and advice from suppliers and official sources (such as MetService, NZTA and the Department of Conservation), before and during your trip, and that you keep some flexibility in your plans. Travel insurance that covers weather disruption is strongly recommended (see clause 8).
• Nothing in this clause limits any rights you have under New Zealand law that can't be excluded.

15. When we may refuse or cancel a booking

We may refuse a booking, or cancel a confirmed booking after telling you why, if we reasonably believe you've given false or misleading information, used fraudulent payment, behaved in an abusive, threatening or unsafe way towards our team, suppliers or other travellers, or seriously breached these terms. A cancellation for these reasons is treated as a cancellation by you under our Cancellation & Refunds Policy.

16. Photos, videos and reviews

• We or our suppliers may take photos or videos during tours and activities, and you may share photos, videos, reviews or comments with us or tag us on social media. You agree that we may use this content (with credit where appropriate) on our website, social media and other marketing, without payment to you.
• If you'd prefer not to appear in our marketing, just tell us in writing (ideally before your trip) and we'll make sure images of you aren't used, and remove any already published where we reasonably can.
• Any reviews or testimonials you give us must be honest and about your own experience. We won't edit a review in a way that changes its meaning.

17. Our liability and yours

• If you're booking as a consumer, nothing in these terms limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that can't be excluded.
• If you're booking in trade (for business purposes), we both agree that the Consumer Guarantees Act 1993 does not apply, to the extent permitted by section 43 of that Act, and that it's fair and reasonable to agree this.
• To the extent the law allows, we're not liable for the acts or omissions of independent suppliers, or for indirect or consequential losses (such as lost income or missed connections).
• To the extent the law allows, our liability is reduced to the extent that a loss was caused or contributed to by you or anyone on your booking.
• To the extent the law allows, our total liability for any claim relating to a booking is limited to the amount you paid us for that booking.
• Claims caused by you: to the extent the law allows, you agree to cover us for reasonable losses, costs and claims made against us by suppliers or other people that are caused by your (or your group's) unlawful conduct, deliberate or careless damage, or serious breach of these terms or a supplier's terms. This doesn't apply to losses caused by our own fault.

18. How we'll contact you

We'll contact you about your enquiry and booking by email, text message or phone, using the details you give us. We'll only send you marketing (such as travel ideas and offers) if you've agreed to receive it, and every marketing email includes a way to unsubscribe. Even if you unsubscribe from marketing, we'll still send you important messages about your booking, payments and travel changes.

19. Problems, complaints and disputes

Tell us during your trip: if something isn't right, please tell the supplier and contact us straight away at admin@nzgotoursandtravel.com, so we have the chance to fix it on the spot. Most problems can be solved quickly while you're still there. If a problem isn't raised during the trip, it may be harder for us or the supplier to investigate or put it right afterwards.

If you're still not satisfied, please send us your complaint in writing within 28 days after your trip ends. We'll acknowledge it within 5 working days and work with you towards a fair resolution.

If we can't resolve a dispute by talking it through in good faith, either of us may suggest mediation through an independent mediator. Nothing in this clause stops you from going to the Disputes Tribunal, contacting Consumer Protection (consumerprotection.govt.nz), or exercising any other legal right.

20. Customers from outside New Zealand

Many of our travellers live overseas. These terms are governed by New Zealand law. If you live outside New Zealand, you also keep any consumer rights in your home country that the law there says can't be excluded, and nothing in these terms removes them.

21. General

• Your personal information is handled in line with our Privacy Policy.
• We may update these terms from time to time. The version in force when your booking is confirmed applies to that booking.
• Written notices may be sent by email. An email is treated as received when it's sent, unless the sender is told it wasn't delivered.
• If we don't enforce part of these terms straight away, we can still enforce it later.
• You can't transfer your booking or your rights under these terms to someone else without our written agreement (see our name-change rules in the Cancellation & Refunds Policy).
• If these terms are translated into another language, the English version applies if there's any difference.
• If any part of these terms is found to be unenforceable, the rest still applies.
• These terms are governed by New Zealand law, and New Zealand courts and tribunals have jurisdiction.