Kiwi Experience Booking Terms & Conditions

By purchasing, booking, or using any Kiwi Experience product or service, you agree to be bound by the latest version of these Terms and Conditions, as published on our website. In these terms and conditions, references to “you” or “your” mean the purchaser of the travel pass and/or the passenger using the travel pass as the case may be. References to “Kiwi Experience” or “our” mean Tourism Holdings Limited.

General Terms and Conditions:

1. All Kiwi Experience products are strictly non-transferable and may only be used by the individual to whom the pass was issued. Any person attempting to use a travel pass that has not been issued to them will be refused service. In such cases, the travel pass will be cancelled immediately, and no refund will be provided.
2. No Shows: Should you fail to show for any booked and confirmed departure your Travel Pass may become invalid unless and until an NZD$50 fee is paid to reinstate the Travel Pass. Kiwi Experience will apply this fee at it’s sole discretion. 
   This does not include the Milford Explorer, Cape Reinga add-on passes, or any Small Group Tour products which are 100% non-refundable if a no-show occurs and require full payment to reinstate the booking.
   For Classic Pass holders, non-refundable accommodation charges for up to 3 days may apply.
3. Kiwi Experience reserves the right to vary any fares, routes, overnight stops, pricing, inclusions, accommodation operators, departure dates, times and locations without notice. Kiwi Experience reserves the right to substitute other vehicles in place of our own. Kiwi Experience product inclusions and advertised accommodation operators are not guaranteed and will be provided where possible. Where possible, we will notify affected travellers of significant changes as soon as practicable.
4. Kiwi Experience will endeavour to adhere to stated departure and arrival times but will not be liable for any failure to meet those times or for any cancellation or delay of Kiwi Experience services.
5. Kiwi Experience shall not be liable for any loss or damage of any kind, including indirect or consequential loss or damage, arising directly or indirectly out of a cancellation or abandonment of, or delay to, any trip, however caused.
6. Luggage is limited to one piece at 23 kilograms. The sum of its length, width & depth is not to exceed 160 cm (63 inches) For additional luggage, charges may apply or if limited space is available will be refused.
7. Kiwi Experience reserves the right to refuse to carry any passenger, luggage or goods at its sole discretion.
8. Kiwi Experience will not be liable for the sickness of, injury to, or death of, any passenger, or the loss of, or damage to, any personal effects, whether caused by Kiwi Experience’s negligence or otherwise. There is no travel insurance cover included in the price of a Travel Pass and Kiwi Experience recommends that you obtain travel insurance to cover any sickness, injury, or loss that may occur while you are travelling with Kiwi Experience. Failure to obtain travel insurance is at your own risk.
9. You agree to indemnify Kiwi Experience against any loss, damage or expense suffered or incurred by Kiwi Experience, its officers, employees, agents or related companies as a result of any claim by any third party whose claim arises from your use of your Travel Pass or your acts or omissions while travelling on any Kiwi Experience service.
10. Where the services of another operator are provided as part of a product it is agreed and understood that Kiwi Experience is not responsible if that company fails to deliver their service.
11.  Passengers must be 18 years old at the time of travel. Proof of identification and age may be requested, and failure to provide such proof may invalidate your Travel Pass. Valid forms of accepted ID will be valid passports or drivers license (no photos or photocopies accepted). People of any age above 18 are welcome to join our tours but please be aware that a moderate level of fitness is required. If you have any concerns surrounding your health on our tours please contact us and we will be more than happy to discuss your options.
12. These terms and conditions are governed by the law of New Zealand and you and Kiwi Experience agree to submit to the jurisdiction of the courts of New Zealand in any dispute. Nothing in these terms and conditions affects your rights under the Consumer Guarantees Act 1993.
13. Kiwi Experience may, at any time and without notice, vary any of these terms and conditions.
14. Kiwi Experience will not be liable for breach of, or any failure to perform its obligations under, these terms and conditions where such breach or failure is caused by anything beyond Kiwi Experience’s reasonable control including, but not limited to, war, civil commotion, hostility, act of terrorism, strike, lockout, other industrial act, weather phenomena or other act of God, or governmental regulation or direction.
15. If any part of these terms and conditions is held to be invalid, unenforceable or illegal for any reason, they will be deemed to be amended by the addition or deletion of wording necessary to remove the invalid, unenforceable or illegal part, but otherwise to remain unchanged to the maximum extent permissible under applicable law.
16. Deposit payments: to confirm your booking with Kiwi Experience using a deposit, a 10% non-refundable deposit is required. The remaining balance for your pass must be paid at least 45 days before your departure date. Missing the final payment deadline may result in the cancellation of your booking. 
17. Pricing: all fares published supersede all prices previously advertised.
18. Itineraries are subject to alteration without notice & are intended as a guide only. Kiwi Experience reserves the right to change the itinerary without any notice. Any additional expenses incurred by the passenger is not Kiwi Experience responsibility. Kiwi Experience can give no guarantees as to the exact arrival & departure times for carriers and operators used by Kiwi Experience & will not be liable for the failure of any services or attractions beyond its control. Where possible, we will notify affected travellers of significant changes as soon as practicable.
19. Liabilities: Kiwi Experience does not accept any liability of whatever nature for the acts, omissions, or default (whether negligent or otherwise) of those properties/suppliers providing services in connection with your reservation pursuant to a contract between them and yourselves and over whom we have no direct and exclusive control. Kiwi Experience, its respective servants, agents and employees shall not be liable for any death, injury, damage, loss, property (including baggage), additional expenses, accident, delay or irregularity, whether in property, person or otherwise resulting directly or indirectly from delay, changes in accommodation, breakdown in equipment or vehicles, weather, strike, sickness, theft, cancellation of or changes in itinerary, or other causes beyond their control.
20. Kiwi Experience reserves the right to alter the price, cancel or withdraw any property, component, service or tour.
21. Kiwi Experience will take all reasonable steps to provide an enjoyable tour, it accepts no liability for any loss of enjoyment experienced by passengers due to circumstances Kiwi Experience deems as beyond its control. Kiwi Experience further accepts no liability for any loss beyond its reasonable control and provides no warranties in addition to those set out under The Fair Trading Act 1986, and nothing herein restricts any passenger from exercising their rights and remedies to pursuant to Law.
22. Your Travel Agent will forward booking confirmations and other payments to Kiwi Experience on your behalf, but your Travel Agent is not our agent for the purpose of receipt of monies. Receipt of booking confirmations and subsequent payments by the Travel Agent does not constitute receipt of those monies by Kiwi Experience and the Travel Agent has no authority expressed or implied to receive monies on our behalf. There is no liability on the part of Kiwi Experience in respect to any monies paid to the passengers Travel Agent unless and until Kiwi Experience notifies the passenger (by way of a booking confirmation advice) that monies have been received by Kiwi Experience.
23. The optional activities and accommodation sold via our Trip Planner system are not operated by, or at the direction of, or on behalf of Kiwi Experience, its employees or agents or any other persons or companies associated with Kiwi Experience. All optional activities and accommodation are an additional cost to the tour price and by taking bookings for these tours, Kiwi Experience acts as the agent for each of the optional activity suppliers. These tours include the services of operators other than Kiwi Experience e.g Hoteliers, Airlines and optional tour excursions, which are not under the direct control of Kiwi Experience & whilst all reasonable care is taken in selecting these operators it cannot accept responsibility for the operators conduct or the conduct of the representative employees or agents or for any ramifications of that conduct.
24. On tours including activities or where passengers have purchased optional activities via the Trip Planner system passengers accept that degrees of risk are involved. No passenger will be permitted to embark or continue on tour while their mental or physical condition is, in the opinion of any representative of Kiwi Experience, such as to render them incapable of caring for themselves or whereby they become objectionable to other passengers or they become a hazard to themselves or other passengers. Kiwi Experience will not be responsible for any expenses resulting in such persons being precluded from completing their trip.
25. General Terms and Conditions: All contracts for bookings with Kiwi Experience are governed by New Zealand law. Kiwi Experience does require a minimum number of bookings in order for a tour to be financially viable & to have a pleasant group atmosphere. This means that in the event of our minimum numbers not being reached, it may be necessary to cancel a scheduled tour. In this event, we will endeavour to offer an alternative tour date. The last possible date on which a decision for a tour to be cancelled will be no later than 30 days prior to departure. Prior to booking any flights or making any travel arrangements customers are required to receive a confirmation from Kiwi Experience to confirm their place on tour. In this case, it would be a ‘welcome letter’ sent via email from Kiwi Experience.
26. Pre-booked activities, accommodation, and other inclusions: Activity and accommodation pricing is set by third party operators and may rise at any time and is outside of our control. All activities and accommodation booked through your Trip Planner will require 72 hours notice in order to be cancelled. Note that any cancellations will incur a fee. This is as per the cancellation policies of the activity suppliers.
27. In trip customer feedback: If a problem occurs during your tour then it is in your own best interests to inform your Tour Guide immediately. This will ensure steps can be taken to resolve the problem straight away. If for any reason you do not feel comfortable consulting your Tour Guide then the next best thing to do is to give our head office a call and inform the team.
28. Kiwi Experience aims to provide a safe & enjoyable environment for all passengers and personnel onboard our tours. Therefore please make a note of the below conditions: Kiwi Experience does not tolerate any form of abuse, verbal or otherwise, of our personnel. Any person abusing or threatening Kiwi Experience personnel or associated representatives will automatically forfeit their right to onward travel. There might be times when Kiwi Experience personnel and/or representatives have to make decisions within the best interest of safety for its passengers. It is a condition of booking that you comply with the authority and decisions of the appointed representative of Kiwi Experience. Should you choose not to comply with the said representative or are not compatible with the general enjoyment and well-being of members of the tour, Kiwi Experience reserves the right to refuse to allow you to continue with the tour. In such case that you are removed from the tour, Kiwi Experience will not be liable to provide you with any refund, compensation or any additional costs incurred by you. Kiwi Experience cannot accept liability for the behaviour of others on your tour nor if any facilities are curtailed as a result of their actions.
29. Kiwi Experience representatives may take on tour photos and video recordings of you whilst you are a passenger. These may be used in the Kiwi Experience brochures and/or advertising and publicity material (including social media) without obtaining any further consent or payment in respect of such photographs and/or films Kiwi Experience may use any text written in comments books, recorded in customer surveys or input to online forums, in brochures, websites and/or advertising and publicity material without obtaining any further consent or payment in respect of comments.
30. Cancellations: Please refer to the Cancellation Policy table for information of cancellation processes and fee’s.
31. Change of Product Policy: Customers may request to swap to a higher priced product type (e.g., Hop-On Hop-Off → Classic Tours or Small Group Tours), and must be requested at least 35 days prior to the original travel start date. Changes will require the price difference to be paid at least 30 days before the new travel start date. All change requests are processed on a first-come, first-served basis and are subject to availability. All requests must be made in writing at travel@kiwiex.co.nz. Changes are confirmed only upon receipt of full payment for applicable fees and price differences. Change of Product Restrictions: Customers cannot swap to a lower-priced product type (e.g., Small Group Tours → Hop-On Hop-Off). No refunds, credits, or partial reimbursements will be provided for change of product requests.

‘Hop-on-Hop-off’ and ‘Classic Tours’ specific terms and conditions:

These terms and conditions are in addition to the general terms and conditions outlined previously, which apply to all Kiwi Experience products.

1. Kiwi Experience travel passes (Travel Passes) are valid for travel in one direction for the route stated on the Travel Pass, repeating sections is not possible.
2. Travel using the Travel Pass must commence within 12 months of the date of purchase unless otherwise stated. Travel Passes are valid for 12 months from the first date of travel, or until you have travelled once over all sections of the Travel Pass, whichever occurs first.
3. Travel agent vouchers or website E-Tickets are not valid Travel Passes and must be exchanged for a valid Travel Pass (your welcome email will do) before you can travel on a Kiwi Experience service.
4. If your Travel Pass expires because you have not started or completed your travel within 12 months of purchase or first use (unless a shorter period applies), you may request an extension before the expiry date. Extensions cost NZD$50 per month. If the current price of your pass is higher at the time of extension, you must pay the difference. No refunds are given if the price is lower.” Note that travel passes and Classic Tours can only be extended for a maximum of 3 months post your initial expiry date.
5. Unlimited Travel applies only to passes where ‘unlimited travel’ is explicitly stated. To qualify for unlimited travel, an entire route circuit must be completed. An entire route circuit is considered completed when the traveller has journeyed through each step of the advertised itinerary for their specific travel pass. Completion requires that all segments and destinations listed in the official itinerary for that pass have been travelled. Only the first return inter-island ferry crossing, Milford sound cruise, and/or Cape Reinga day trip is included in the pass. Any repeats of these inclusions are at the pass holders' expense. All other T&Cs still apply. 
6. All national passes include ferry crossings between the North and South islands in line with the itinerary of the pass i.e. (one-way or return). Ferry tickets are for walk-on passengers only and do not include food and beverage, lounge access or excess luggage.
7. Travel reservations are recommended on Kiwi Experience services and should be made at least 14 days before departure to give you the best chance of a seat in the summer period (1 January to 30 April), and 7 days before departure to ensure a seat at other times. Changes to reservations must be made at least 24 hours prior to departure in your trip planner account and are subject to availability.
   If you need help arranging your travel reservations you can contact the customer support team at Ph: +64 (9) 336 4286 or email: travel@kiwiex.co.nz
8. Accommodation: Our included accommodation for our ‘Classic Tours’ is in shared dormitory accommodation.
9. Any inclusions whilst on the road that you choose not to partake in will not be refunded to you

‘Small Group Tours’ specific terms and conditions:

These terms and conditions are in addition to the general terms and conditions outlined previously, which apply to all Kiwi Experience products.

1. If we cancel or change a Kiwi Experience Small Group Tour Kiwi Experience reserves the right to make changes to their itineraries or cancel any tour, including a guaranteed tour, at any time prior to departure if something beyond the control of Kiwi Experience deems it necessary; including natural disasters, political instability, terrorism, weather, cultural conditions or other external events. Kiwi Experience will inform all booked customers of any changes or cancellations by email or phone. Kiwi Experience holds no responsibility for any incidental expenses that you may have incurred as a result of your booking being cancelled. If the alternative tour chosen is of a lower value than that originally booked then you are entitled to a refund of the price difference. If the difference is higher you must pay the difference
2. If you need to change to an alternative departure date you may do so in accordance with the below fee table. If the tour you are changing to has a higher price you are liable to cover the difference.
3. Accommodation: Our included accommodation for our standard small group tours is dorm share. While our maximum number of guests is 6 per room on the odd occasion this may be more.
4. What’s not included in our tours? Airfares to & from the tour starting point, airport taxes, passport & visa costs, airport & ferry transfers to the tour departure point, insurance, laundry, phone calls, beverages, meals not specified in the itinerary, excess baggage fees, additional activities.
5. Any inclusions whilst on the road that you do choose not to partake in will not be refunded to you

Cancellation Policy and Fee’s Schedule