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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 customers' 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 * 

CLICK HERE for our COVID-19 Cancellation terms.

Please note the different and additional bookings 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, 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 December 2023 and ends on 23:59 31st December 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 01/12/2024. 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.

RealNZ COVID-19 Policy

Here is everything you need to know about COVID-19 and your experience with RealNZ.

At RealNZ we are dedicated to helping you take every opportunity to enjoy the experiences we offer in a safe manner. With this in mind, we have carefully considered how we operate and how we reduce the potential spread of COVID-19.

Our commitment to you

We have intensified daily disinfecting of high-touch points such as handrails, door handles, point-of-sale equipment and countertops. Our routine cleaning and sanitising procedures are completed utilising New Zealand company ‘Hygiene Systems’ and ‘Ecolab’ – a global leader in promoting hygienic environments. We also receive ongoing advice from Ecolab on infection prevention for COVID-19 as it develops.

  • RealNZ has put in place the government-recommended precautions published online at covid19.govt.nz.
  • We have implemented increased hygiene measures across our experiences and encourage social distancing where possible to reduce the risk of transmission.
  • All staff are encouraged to be vaccinated against COVID-19, including recommended boosters.
  • We have a dedicated internal COVID-19 team to provide expert guidance and information.

How to protect yourself and others from COVID-19

  • Please stay at home if you are unwell or have any COVID symptoms.
  • Remain at home if you are self-isolating as a confirmed case or a household contact, as per government guidelines.
  • When joining our experiences, you accept that even though we have taken appropriate precautions, you are still at risk of getting COVID-19.
  • Please familiarise yourself with government guidelines about protecting yourself and others from COVID-19 and follow them. See covid19.govt.nz.

Terms, Conditions and Cancellation Policy

For the majority of our experiences, we have a flexible 24-hour cancellation policy, allowing guests to cancel or reschedule free of charge up to 24 hours out from travel (for accommodation and overnight cruises, this is 14 days). We ask guests to respect this policy. However, we have put some exceptions in place in response to COVID-19.

If you cannot travel because you are directly impacted by COVID-19, you will be offered the option to reschedule your experience, receive a Gift Card to the value of your trip or a refund. For example, your region enters a lockdown, you have been identified as a close contact of a known COVID-19 case or are awaiting COVID-19 test results.

We are following all government guidelines, which include reducing capacity numbers or stopping operating at short notice, based on changes to the alert levels at a national or regional level. If we cannot cater to your booking, we will contact you and organise for your booking to be rescheduled or refunded.

If you have any questions or concerns, please get in touch with the friendly Contact Centre Team:

Tel: +64 3 249 6000 or 0800 656501 (within NZ)

Email: [email protected]