En 中文
0800 656501 Freephone (within New Zealand) 1800 656501 Freephone (within Australia) Phone +64 3 249 6000 Media +64 27 313 3973 Trade +64 3 4427509
Close
Home /  Terms & Conditions

Terms & Conditions

Standard terms and conditions:

Your acceptance of the terms and conditions outlined are required to process your reservation.

Prepayment by credit card and subsequent confirmation by RealNZ Ltd is accepted as confirmation of your booking. 

All transactions are conducted in New Zealand Dollars (NZD). Due to exchange rate fluctuations, at times there may be some variance in the amounts refunded compared to the amount initially charged. RealNZ Ltd (and associated companies) does not accept any liability for these variances or any subsequent credit card/bank charges relating to these transfers to customer's accounts. 

RealNZ (and associated companies) reserve the right to amend timetables, cancel departures, substitute plant and equipment, amend specials or offers and alter ticket prices at any time.

All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts. In the event of a cancellation or amendment to your booking, the notification period is in NZ time (NZST).

We strongly recommend travel insurance for all our experiences, especially for those that require longer notification periods for cancellation (see below).

By making a booking and consenting to our terms & conditions, you are agreeing to receive emails from us. These emails are only for internal improvement purposes and will never be passed to third parties for any mailing lists. Please ensure you have read and understand our Privacy Policy.

The majority of our vessels and all coaches are smoke-free zones, no smoking will be permitted onboard. Smoking is only allowed in the designated area on our overnight and multi-day cruises. 

Cancellations:

In the event of a cancellation or amendment to your booking, refunds will only be granted when RealNZ receives notification at least 24 hours prior (NZ time) to departure date EXCEPT:

  • Milford Sound Overnight Cruises: 14 days prior to departure
  • Doubtful Sound Overnight Cruises: 14 days prior to departure
  • Stewart Island Lodge: 14 days prior to arrival date.
  • Selected Special Events: Refer below * 

Please note the different and additional booking terms and conditions detailed below for Landsborough Wilderness Experience, Discovery Expeditions, Locals' Specials and promo code promotions.  

Landsborough Wilderness Experience - Terms and Conditions:

Cancellation policy:

  • 30 days before departure - full refund less your deposit of $200
  • Between 14 and 30 days before departure - 50% refund
  • and less than two weeks - No refund

Discovery Expeditions - Terms and Conditions:

Age: If you are over 70 years old, please consult your doctor to check your physical fitness.

Cancellations: All cancellations must be received in writing. Cancellation fees are not negotiable - we recommend travel insurance. 

Web bookings require full payment at the time of booking.

Phone and all other booking methods require a non-refundable deposit at the time of booking and full payment 120 days prior to departure.

Cancellation fees are charged on the following basis for all bookings: 

  • Outside 90 days prior to departure: NZ$100.00 per person + 20% of your ticket price
  • 89 - 60 days prior to departure: NZ$200.00 per person + 20% of your ticket price
  • Within 59 days prior to departure: 100% of your ticket price

Once the expedition has departed, no portion of the package payment is refundable in the event of the individual or group being unable to proceed.

A $50 fee is charged for amendments to a confirmed reservation. Please note we cannot accept any amendments within 59 days prior to travel.

Promo Code promotions - Terms and Conditions:

Standard terms and conditions apply, plus any relevant additional terms as mentioned above:
- Bookings made on the RealNZ website will require the promo code to be entered in the “promo code” field during the booking process - then the discount will be applied.
- The promo code is case-sensitive and must be exact
- Full payment must be made at the time of booking
- Offer cannot be transferred to another product nor redeemable for cash
- This offer is valid for the specified travel dates only and cannot be used in conjunction with any other special offer or discount
- Bookings must be made direct with RealNZ and are subject to availability
- RealNZ has the right to amend timetables, cancel departures, amend specials or offers, alter ticket prices and substitute plant at any time.

$250 RealNZ Gift Card Giveaway T&Cs

ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS:

Entering the RealNZ $250 Giveaway (“the Competition”) is considered to be accepting the below terms and conditions (“Terms and Conditions”).

  1. PROMOTER: The Promoter is RealNZ, Level 2 74 Shotover Street, Queenstown, Otago 9300.
  2. ELIGIBILITY: Open only those 18 years or over, who sign up with their email address to become part of the RealNZ email database. Employees of Promoter, its agencies or any entity involved in the development, production or administration of the promotion are not eligible to enter or win the prize. Void where prohibited by law.
  3. HOW TO WIN: An individual can enter the Competition by providing their first name and email address on the Competition page https://www.realnz.com/en/lp/subscribe-for-realnz-emails/ , or website pop-up entry form during the “Competition Period”. A fully completed response including “First name” alongside submitting an email address to sign up for the RealNZ email marketing database is considered an “Entry”. Competition is open to new sign ups only. Promoter reserves the right to verify all Entries. If a dispute arises regarding the identity of an entrant, the authorized subscriber of the email account used at the time of entry will be considered the entrant. "Authorized account subscriber" is defined as the natural person who is assigned an email address by an Internet access provider, online service provider or other organization which is responsible for assigning email addresses or the domain associated with the submitted email address. Any mechanical reproductions or automated entries are prohibited, and any use of such automated devices will cause disqualification. By entering this Competition you consent to Promoter, its promotional agencies and Competition judges storing and using the personal information you submitted with your entry for competition and advertising purposes.
  4. COMPETITION PERIOD: The Contest begins on 00:01 New Zealand Time 1st day of the current month and ends on 23:59 on the last day of the current month (“Promotion Period”). Promoter’s computer is the official clock for this Contest. Winner will be contacted within 5 working days of the Competition end date, and has 14 workings to confirm acceptance of prize, or a new winner will be selected.
  5. NUMBER OF ENTRIES: An individual can only enter once during the competition period.
  6. NOTIFICATION: The winner will be informed via email, using the email address they provided when entering.
  7. PRIZES: The winner of the competition will receive:

1 x $250 voucher for RealNZ, including a discount code for online use. This prize is non-refundable and cannot be exchanged for cash in part or full. The prize must be used to book an experience which takes place within 1 year of issue. Not applicable on all experiences. Any change to the prize will be updated in the competition terms and conditions on the Promoter website.

  1. ANNOUNCEMENTS: By participating in the competition, each entrant hereby agrees to participate in any publicity related to the competition. Entrants and winners in the competition agree that their identity may be disclosed in winner announcements and promotional material. Winners also agree to have their image used for publicity purposes without any additional payment being made.
  2. CONTRACT LAW: All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts.
  3. CHANGES TO COMPETITION: Promoter reserves the right to change the prizes or Terms and Conditions throughout the competition. Any change to the prize will be updated in the competition terms and conditions and on the Promoter website/s.
  4. PERSONAL INFORMATION: Entrants agree that personal data, especially name and email address, will be processed and signed up RealNZ email databases, shared, and otherwise used for the purposes and within the context of the Competition and any other purposes outlined in these Official Rules or the Promoter’s Privacy Policy.

Milford Sound Survey Giveaway - Terms and Conditions 

ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS:

Entering the RealNZ $250 Giveaway (“the Competition”) is considered to be accepting the below terms and conditions (“Terms and Conditions”).

  1. PROMOTER: The Promoter is RealNZ, Level 2 74 Shotover Street, Queenstown, Otago 9300.
  2. ELIGIBILITY: Open only those 18 years or over, who fully complete the survey titled: Milford Overnight (Link: https://delighted.com/t/2WVNgyrM). Employees of Promoter, its agencies or any entity involved in the development, production or administration of the promotion are not eligible to enter or win the prize. Void where prohibited by law.
  3. HOW TO WIN: An individual can enter the Competition by providing their first name and email address on the Competition page on the last question of the Milford Overnight Survey (Link:  https://delighted.com/t/2WVNgyrM). A fully completed response including “First name” alongside submitting an email address is considered an “Entry”. Promoter reserves the right to verify all Entries. If a dispute arises regarding the identity of an entrant, the authorized subscriber of the email account used at the time of entry will be considered the entrant. "Authorized account subscriber" is defined as the natural person who is assigned an email address by an Internet access provider, online service provider or other organization which is responsible for assigning email addresses or the domain associated with the submitted email address. Any mechanical reproductions or automated entries are prohibited, and any use of such automated devices will cause disqualification. By entering this Competition you consent to Promoter, its promotional agencies and Competition judges storing and using the personal information you submitted with your entry for competition and advertising purposes.
  4. COMPETITION PERIOD: The Contest begins on 00:01 New Zealand Time 1st October 2023 and ends on 23:59 30th October 2023 (“Promotion Period”). Promoter’s computer is the official clock for this Contest. Winner will be contacted within 5 working days of the Competition end date, and has 14 workings to confirm acceptance of prize, or a new winner will be selected.
  5. NUMBER OF ENTRIES: An individual can only enter once during the competition period.
  6. NOTIFICATION: The winner will be informed via email, using the email address they provided when entering.
  7. PRIZES: The winner of the competition will receive: 1 x $250 voucher for RealNZ, including a discount code for online use. This prize is non-refundable and cannot be exchanged for cash in part or full. The prize must be used to book an experience which takes place before 01/09/2024. Not applicable on all experiences. Any change to the prize will be updated in the competition terms and conditions on the Promoter website.
  8. ANNOUNCEMENTS: By participating in the competition, each entrant hereby agrees to participate in any publicity related to the competition. Entrants and winners in the competition agree that their identity may be disclosed in winner announcements and promotional material. Winners also agree to have their image used for publicity purposes without any additional payment being made.
  9. CONTRACT LAW: All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts.
  10. CHANGES TO COMPETITION: Promoter reserves the right to change the prizes or Terms and Conditions throughout the competition. Any change to the prize will be updated in the competition terms and conditions and on the Promoter website/s.
  11. PERSONAL INFORMATION: Entrants agree that personal data, especially name and email address, will be processed and signed up RealNZ email databases, shared, and otherwise used for the purposes and within the context of the Competition and any other purposes outlined in these Official Rules or the Promoter’s Privacy Policy.

New Zealand Holiday Giveaway T&Cs

ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS: 

Entering the New Zealand Holiday Giveaway (“the Competition”) is considered to be accepting the below terms and conditions (“Terms and Conditions”).

  1. PROMOTER: The Promoter is RealNZ, Level 2, 74 Shotover Street, Queenstown, Otago 9300.
  2. ELIGIBILITY: Open only to those 18 years or over. Employees of the Promoter, its agencies, or any entity involved in the development, production or administration of the promotion (and immediate family members of the same employees) are not eligible to enter or win the prize. Void where prohibited by law.
  3. HOW TO WIN: An individual can enter the Competition by providing their first name and email address on the Competition page https://www.realnz.com/en/lp/nz-holiday-giveaway, or pop-up entry form on https://www.realnz.com/en during the “Competition Period”. A fully completed response including “First name”, alongside submitting an email address to opt in to receive marketing emails from RealNZ, THL Australia & New Zealand and The North Face Australia & New Zealand, is considered an “Entry”. Individuals already signed up to any or all of the above marketing databases may enter. Promoter reserves the right to verify all Entries. If a dispute arises regarding the identity of an entrant, the authorized subscriber of the email account used at the time of entry will be considered the entrant. "Authorized account subscriber" is defined as the natural person who is assigned an email address by an Internet access provider, online service provider or other organization which is responsible for assigning email addresses or the domain associated with the submitted email address. Any mechanical reproductions or automated entries are prohibited, and any use of such automated devices will cause disqualification. By entering this Competition you consent to Promoter, all competition partners and/or their promotional agencies storing and using the personal information you submitted with your entry for competition and advertising purposes.
  4. COMPETITION PERIOD: The Contest begins at 00:01 on New Zealand Time on Thursday, September 12 2024 and ends at 23:59 on Thursday, September 19 2024 (“Promotion Period”). Promoter’s computer is the official clock for this Contest. The winner will be contacted within 5 working days of the Competition end date and has 5 working days to confirm acceptance of the prize, or a new winner will be selected.
  5. NUMBER OF ENTRIES: An individual can only enter once during the competition period.
  6. NOTIFICATION: The winner will be informed via email using the email address they provided when entering.
  7. PRIZES: The winner of the competition will receive:
    1. RealNZ Experiences:
      • 2 x Milford Sound Day Cruise
      • 2 x Doubtful Sound Wilderness Cruise
      • 2 x Te Anau Glowworm Caves Tour
      • 2 x Walter Peak Gourmet BBQ Dining Experience
      • 2 x Queenstown Jet Boat Experience
      • 2 x Steward Island Day trip (including return ferry and Ulva Island Explorer Experience)
    2. 1 x 7-day maui motorhome hire in New Zealand.
      • The prize includes:
        • 7-day vehicle daily hire of a maui motorhome
        • Value Pack
        • Windscreen & Tyre Protection Plus Roadside Assistance
      • maui Prize Terms & Conditions
        • a. All standard maui Rental Terms and Conditions Apply. For full terms and conditions visit https://www.maui-rentals.com/nz/en/travel-info/terms-and-conditions
        • b. Prize is for the hire of a maui motorhome only. All fuel costs, campsite fees, flights, transport/transfers to and from the airports, tolls, security deposits and personal expenditure are not included in the prize and must be covered by the winner.
        • c. Prize is for pick up and drop off at the maui Christchurch or Queenstown branch during opening hours only.
        • d. Travel must be completed before 26/09/2025.
        • e. Block out dates apply. Prize cannot be used for travel between 18/12/2024 – 10/01/2025, 03/02/2025 – 23/02/2025 and 04/04/2025 – 27/04/2025.
        • f. maui drivers must be 21 years of age or over and hold a full driver licence. For full licence terms and conditions, please refer to above terms link.
        • g. There are areas of exclusion for liability cover outlined in the rental terms and conditions. By accepting this prize, winners acknowledge and accept areas of exclusion.
        • h. This is a single event holiday and cannot be separated into different holiday vacations or redeemed for cash.
        • i. The winners will be required to present their driver licence and credit card upon checking in at the maui branch.
        • j. All vehicles are subject to availability at the time of booking. Availability of this prize cannot be guaranteed during peak periods such as school holidays or special event periods and is subject to availability.
        • k. The prize winner will be required to sign a liability waiver form to accept the prize.
    3. The North Face apparel:
      • 2 x Sets of hiking gear. Specific items to be determined by The North Face, subject to stock and size availability.

        This prize is non-refundable and cannot be exchanged for cash in part or full. The competition is open to entrants resident in any country, but the prize does not include travel to or from the motorhome collection point. The prize must be used within 1 year from the date of the winner being informed they are the winner. RealNZ Prize Experiences subject to availability. Any change to the prize will be updated in the competition terms and conditions on the Promoter website.
  8. ANNOUNCEMENTS: By participating in the competition, each entrant hereby agrees to participate in any publicity related to the competition. Entrants and winners in the competition agree that their identity may be disclosed in winner announcements and promotional material. Winners also agree to have their image used for publicity purposes without any additional payment being made.
  9. CONTRACT LAW: All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts.
  10. CHANGES TO COMPETITION: Promoter reserves the right to change the prizes or these Terms and Conditions throughout the competition. Any change to the prize will be updated in the competition terms and conditions and on the Promoter website/s.
  11. PERSONAL INFORMATION: Entrants agree that personal data, especially name and email address, will be processed and signed up to RealNZ email marketing database, THL Australia & New Zealand email marketing databases and The North Face Australia & New Zealand email marketing database, shared, and otherwise used for the purposes and within the context of the Competition and any other purposes outlined in these Official Rules or the Promoter’s Privacy Policy.