The Fine Print

We like to be very open and transparent about what to expect when you book with us. But if you’re the kind of person that likes to dig deep into the details, you’ll find that here. And if you still cant find what you’re looking for, give us a call. We love to chat!

The contract

The person who completes the booking form does so on behalf of all the individuals included on it, such that all are bound by these booking conditions. They accept these conditions on behalf of himself or herself and all other named persons on the Booking Form and represents that he or she is authorised to accept these conditions on behalf of such others. All persons named on the Booking Form, or if only one person is named, are hereafter referred to as “you”.

All tours and activities described in our marketing materials and tour itineraries will hereafter be referred to as “tours”. All bookings are made with The Real New Zealand Limited (trading as New Zealand Trails), hereafter referred to as the “company”, “we” or “us”. No variation of these conditions may be made unless this is done in writing by a director of the company.

This contract represents your entire agreement with us. You agree that this contract does not transfer any rights or legal redress to a third party, except you as a participant.

If any part of this contract is deemed invalid or impossible to implement according to the law, that part shall be composed according to the law in a way that expresses the intent of the parties in the best possible manner, while the rest of the contract shall remain valid.


Deposit: A deposit of 15% of your tour plus 100% of any additional requested bookings (e.g. pre or post-trip accommodation) and travel insurance (if booked through us) is required at time of booking. If your booking is made 60 days or less prior to the scheduled departure date then full payment is due immediately. Your part or full payment for your travel arrangements indicates your acknowledgement of our booking conditions and your agreement to be bound by them. We will confirm our acceptance of your booking in writing, and it is at the time we send out this confirmation that a contract comes into existence between us.

Trip balance: The balance of the tour price and any other additional travel arrangements booked with us is due 60 days prior to your tour’s scheduled departure date. You can choose to pay this final payment by credit card (VISA or MasterCard) with a 2.5% credit card fee, or avoid the credit card fee by paying by bank transfer. For your convenience we have bank accounts for payment in major currencies (NZD, USD, AUD, GBP, EUR, CAD), which you can pay into by making a local bank payment. Closer to the final payment due date we will send you further information on these payment methods. Should this final payment fail to reach us by the date specified, we reserve the right to treat your booking as cancelled. If you make your reservation through a travel agent we shall address all communication to the agent. All monies paid by you to a travel agent are held by the travel agent for us until such monies are forwarded to us.

Cancellations by you

Any cancellation by you must be made in writing and is effective from the date of physical receipt by us. The date on which the email/letter is received by us or our agents will determine the cancellation charges applicable. The cancellation charges are expressed as a percentage of the total tour price and based on the number of days notice before date of departure. Date of departure is defined as the day of commencement of any tour arrangements we have made for you. If you are unable for any reason whatsoever to start your trip this shall be considered a “cancellation by you”.

Cancellation charges are as follows:

  • 90 days or more before departure: your choice of either a transfer to a different departure date (subject to DATE CHANGES provision below), or loss of deposit
  • 89-60 days before departure: loss of deposit
  • 59-31 days before departure: 50% of amount paid, or deposit (whichever is greater)
  • 30 days or less before departure: 100%
  • After scheduled departure date: 100%

In the event a refund is payable to you, we will refund the amount and currency charged by us when you paid.

Cancellations by us

Very rarely when the minimum number of bookings required to run a tour is not met we may have to cancel a tour, but we will not do so less than 30 days prior to departure. Please enquire at the time of booking as to whether your tour is confirmed to depart. Force majeure is unusual and unforeseeable circumstances beyond our control, the consequences of which neither we nor our suppliers could avoid, even with the exercise of all due care, examples of which are war or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural or nuclear disaster, fire or adverse weather conditions, level of water in rivers or other similar events beyond our control.

If we have to cancel your tour before the date of departure, you will have the choice of taking an alternative tour (and where this is of a lower price we will refund the difference) or withdrawing from the contract and accepting a full refund for your tour price paid. We will operate all trips that are not cancelled, and if you are unable to join your trip for any reason at all, the trip shall not be considered to be “cancelled by us”.

We are not responsible for any incidental expenses that you may have incurred as a result of your tour booking, including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.

In the unlikely event that we become unable to provide a significant proportion of the services you have booked after you depart, we will make alternative arrangements for you at no extra charge, or, if this is impossible, we will provide you with transport back to your point of departure and a pro rata refund for the cost of the remainder of your tour less any unrecoverable expenses we have incurred.

Date changes

You may change the departure date of your tour once without any fees, at least 90 days before the departure date of the tour you are changing from. This is subject to availability and possibly a different tour price, if applicable. We will endeavour to accommodate any date requests but are sometimes limited due to availability on tours and operational requirements.

Special requests

If you have special requests, you should inform us of such requests prior to departure. We will advise any relevant suppliers of your requirements, but we cannot guarantee that such requests will be met. Furthermore, we have no liability to you if such requests are not met.


The type of travel we offer requires flexibility and we must allow for alternatives. The itinerary as given for each tour must therefore be taken as an indication of what each trip may accomplish, and not as a contractual obligation on the part of the company. The final decision on the itinerary and conduct of any tour will be taken by us in the interests of the group/or clients as a whole. It is understood that the route schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events which may include sickness or medical breakdown, flight cancellations, strikes, climate and other unpredictable or unforeseeable circumstances.


At all times the decision of our tour leader or representative will be final on all matters likely to endanger the safety and well being of the tour. You must at all times strictly comply with all laws, customs, foreign exchange and drug regulations. Should you fail to do so then you may be ordered to leave the tour without recourse to any refund and without any legal claim against the company.

Travel Insurance

It is essential that you are covered by insurance before setting out on holiday. This insurance must cover personal accident, medical expenses, and repatriation costs, and could optionally cover loss of effects and all other expenses which might arise as a result of loss, damage, injury, delay or inconvenience. When obtaining travel insurance from a source other than us you must ensure that the insurer is aware of the type of travel to be undertaken. We strongly recommend obtaining travel insurance that covers the costs you have incurred if you are unable to start your trip for any reason whatsoever.

Discharge of liability

You acknowledge that the nature of travel and activities undertaken while travelling is adventurous and that as such tours and activities undertaken may involve personal risk. These include injury, disease, loss or damage to property, inconvenience, and discomfort. You further acknowledge that you are fully aware of the risks of injury associated with your participation in these various activities and agree to voluntarily assume such risk of injury. It is a fundamental condition of this contract between us and you that to the extent permitted by law you discharge us (including but not limited to our directors, employees, contractors, suppliers and agents) from any liability for any damage, death or injury to person or property whatsoever arising out of or incidental to your tour, whether or not such damage or personal injury is caused or contributed to by us. You also agree to make no claim against us arising out of the tour and further agree that no third party may make a claim through you or on your behalf.


If you have a complaint whilst on your tour you must inform us immediately. Matters can be most easily sorted out for you on the spot whilst you are on your tour. We must further request that you make the complaint known to us in detail in writing within 28 days of your tour's scheduled completion and we will do our best to reach a settlement with you.

Travel documents

You must be in possession of a valid passport and visas as may be required for your travel. It is your sole responsibility to make sure that you have all necessary visas and health requirements for your entire journey, including transit visas where required. We do not accept responsibility for changes in regulations for visas or any particular requirements for visas and will not be held responsible for your failure to obtain the necessary visas. Any information and advice given by us on visas, vaccinations, climate, clothing, baggage, etc. is given in good faith.

Medical statement

By agreeing to these booking conditions you confirm that you are in good health for the activities which you are undertaking and have advised fully any medical history of heart or lung disorders, asthma or epilepsy, insulin or drug dependency, or any other known medical condition. You agree that you will not participate in activities if you are feeling unwell while on the tour.

Withdrawal of services

We reserve the right to withdraw services and remove from any tour any person who is causing risk to themselves or the environment, or negatively impacting on others’ enjoyment of their tour. In the event that this occurs, you agree that you will not be entitled to a refund of any sort and that you will be fully responsible for your travel arrangements from the point of expulsion.

Legal jurisdiction and principles

By submitting this form back to us you are agreeing to accept all the above conditions, and we agree to operate your tour in the way stated by us, subject to the conditions above. Your contract with us and any matters arising from it shall be exclusively subject to New Zealand law and to the exclusive jurisdiction of the Courts of New Zealand.

Use of imagery and reviews

New Zealand Trails reserves, and is grateful for the use any photographic or video images of guests or any written reviews for promotion purposes. This may include but is not limited to images used online, in printed material or events.

Outdoor activity important information

Your voluntary participation in the outdoor activities included in this tour implies understanding and acceptance of the following points:

  • If you have any medical conditions or there is any other reason that may affect your ability to do this please let us know immediately.
  • We operate under an independently audited safety plan however please be aware that walking in an outdoor environment does involve exposure to some risk.
  • You agree to listen to and follow the instructions of your guides at all times. The guide has the ability to curtail or change the trip itinerary if your safety could be compromised.
  • Caregivers will ensure any accompanying children will abide by all the above conditions.