Terms and Conditions
Privacy and Data Policy
The data you supply to us via enquiry forms, or when communicating with us by any other method, is used to respond to your enquiry. If you decide to book a holiday with us we may be required to share limited information with our suppliers to enable reservations to be made (mostly names, country of origin and ages but in some cases, a contact number, address and email) to ensure that suitable and correct services are supplied.
We do not share email information or any other contact details with other parties.
If you have consented, we will retain your contact details for marketing purposes. Any marketing emails from us will give you the option to unsubscribe. On request, you can see all and any data we hold about you.
Mobile APP location permissions
If you use our app please be aware of the following. The app collects location data to display real-time risk alerts and personalized assistance notification features, even when the app is closed and not in use. This option can be changed in the settings on your own device.
What are the categories of cookies?
Session - These cookies expire when the browser is closed.
Permanent - These remain in operation, even when you have closed the browser. They remember your login details and booking reference so you don’t have to type them in every time you use the site.
Third-Party - These are installed by third parties with the aim of collecting certain information to carry out various research into behaviour, demographics etc.
If you have any questions about data protection or want to access information about your personal data stored by us, please send an email.
Booking terms and conditions
These terms and conditions are between Pure Journeys New Zealand, ("company", "we", "us" or "our") and all persons named on the itinerary ("you", "your").
Pricing and Payment policy
All pricing is in New Zealand Dollars and includes GST (goods and services tax) at 15%. Where applicable prices are converted to other currencies using the Bank of New Zealand current exchange rates. This means that pricing in currencies other than NZ$ may fluctuate as currency values change. (Note: This includes the balance amounts due on live reservations.)
Our system allows you to pay for your tour in the following currencies :
- New Zealand dollar (NZD)
- Australian dollars (AUD)
- United States of America dollar (USD)
- Great British pounds (GBP)
- Canadian dollar (CAD)
- Euro (EUR)
- Hong Kong dollars (HKD)
- Singapore dollars (SGD)
- Chinese Yuan (CNY)
- Japanese yen (JPY)
- South African rand (ZAR)
If your credit card is issued in Australia and you choose to pay in AU$ then you should not be charged any currency conversion fees by your issuing bank. Please check this. If you pay for your tour in NZ$ and your credit card is issued in a currency other than NZ$ your issuing bank may charge you a fee (as much as 3%) for currency conversion. Paying for your tour in the currency that the credit card is issued in could save you a considerable amount of money.
NOTE - Our payment system and bank do not charge or add additional credit card fees or charges. Any fees or additional charges for using a credit card are applied by your issuing bank.
All pricing on quotes and suggested itineraries are subject to change.
We will ask for a deposit before we go ahead and secure reservations. The company requires 20% of the original quoted tour cost (or minimum NZ$250 per person) as a deposit, this is non refundable. Additionally, the costs of pre or instant purchase items such as domestic airfares may be required in advance. This will be clearly displayed on your itinerary, and we will communicate it with you before booking. If making a reservation within 45 days of your tour commencement, full payment is required upon confirmation of all your arrangements.
NOTE - The deposit is non refundable once your itinerary is confirmed.
Full and final payment
Full and final payment for the balance of your tour costs is payable 45 days prior to your tour commencing. This date will be clearly displayed on your itinerary and documentation. If we have not received the balance payment by this date we may be obliged to cancel itinerary components and will not be able to guarantee your tour. If this happens your booking will fall subject to our cancellation policy.
We accept payment by Visa and MasterCard and use a secure automated service provided by Direct Payment Solutions and the Bank of New Zealand.
Safe and Secure
All client payments, made by credit card or direct deposit, are directly deposited into our Client Trust Account. The dedicated client Trust Account is separate to the company's operating accounts. Any money is held there on trust for our clients until such time payments are required to be made to suppliers or the travel commences.
You may cancel your tour for any reason at any time, however, cancellation fees may apply as set out below. All cancellations must be advised in writing.
Cancellation any time following confirmation of your tour arrangements:
The deposit is non refundable. In addition, you may be charged cancellation fees applied by third-party providers such as accommodation, car rental or other activities that have been prepaid and are subject to cancellation terms.
Cancellation 45 - 21 days prior your tour commencement date.
If you cancel your tour 45-21 days prior to your tour commencement date the cancellation fee will be 55% of the total tour reservation value, plus any cancellation fees applied by third-party providers that are subject to cancellation terms.
Cancellation 20 - 8 days prior your tour commencement date:
If you cancel your tour 20-8 days prior to your tour commencement date the cancellation fee will be 70% of the total tour reservation value, plus any cancellation fees applied by third-party providers that are subject to cancellation terms.
Cancellation 7 days or less prior your tour commencement date:
If you cancel your tour 7 days or less prior to your tour commencement date the cancellation fee will be 100% of your total tour reservation.
Travel agents or other third parties may have their own cancellation policy. If your reservation is to be made through such a third party you may be liable for additional cancellation costs. Please check when you make your reservation through a travel agent or third party.
While we understand that cancellations may at times be unavoidable we highly recommend you purchase adequate travel insurance to cover you for this.
Amending or changing your tour
If you wish to make any changes to your holiday we will, of course, make every effort possible to accommodate these. Please note that we cannot guarantee that this will be possible, particularly within 7 days of your start date where changes may be difficult due to availability and supplier restrictions. Be mindful that some of the more popular niche New Zealand products like guided hikes and prepaid items such as flights or hotels over peak travel dates are also unlikely to be changeable or cancellable. If the amendments you request are indeed possible then they will be subject to both any rate changes or fees imposed by relevant suppliers and a sum of NZ$250pp to cover our administrative costs. Requests for amendments need to be made in writing to your consultant by the person who made the original booking.
COVID-19 & Quarantine Restrictions
Should any changes be required as a result of government travel advisories against travelling to New Zealand or New Zealand border closures due to COVID-19, any Pure Journeys New Zealand amendment fees will be waived. We will do our utmost to ensure any supplier rebooking fees are also waived however this cannot be guaranteed.
Should a holiday be forced to cancel due to the closure of the New Zealand border or New Zealand government-imposed COVID-19-related quarantine requirements, you will have the option to amend your travel dates, penalty-free - less any supplier penalties (these may be due to itinerary components being within cancellation periods, or additional costs due to changes in seasonality and will be deducted from your credit).
If you choose to cancel the holiday as a result of needing to self-isolate prior to or post-holiday (either in New Zealand or in your country of origin) standard cancellation penalties will apply. We strongly recommend that you protect your investment with comprehensive travel insurance that covers these possibilities.
Force majeure events
In the event of an unforeseen circumstance such as natural disaster, war, pandemic, fire, terrorism or other similar event beyond our control, we will provide a refund less any unrecoverable costs.
We reserve the right to amend pricing at any time.
From time to time events outside of our control mean that itinerary components may need to be replaced. We guarantee that the replacement product or service will be of equal or higher quality.
Any information provided is done so with the understanding that the information may have been provided by a third party and should therefore only be used as a guideline. We may use third-party suppliers or providers of some services and products and as such acts as agents for those suppliers. Any claim or liability resulting from those services or products is the responsibility of the supplier or provider.
The company, its employees, independent contractors, suppliers and any person acting on behalf of the company accept no responsibility for damage or loss to property or person however caused.
Car rental with the company is limited to the payment of and securing of the rental portion and or other inclusions such as collision damage waiver fees of the rental car hire. All other insurance costs (unless specified otherwise on your tour inclusions) are to be settled directly with the car rental supplier. Any other costs incurred by the renter are the sole responsibility of the renter. A full set of terms and conditions for car rental is available on request and will be detailed in your confirmed itinerary or quote.
We recommend you seek local and professional advice on your specific insurance needs at the time you make your reservation. Many insurance providers can include cancellation or interruption cover. This means that should your flight be delayed or cancelled or you need to amend your plans due to illness or other unforeseen circumstances then fees and costs may be recoverable. Check with your insurance provider and ask the question. It is your responsibility to ensure you are adequately covered.
Third-party terms and conditions
The omission of a link or reference to terms and conditions for third parties does not imply that our terms and conditions supersede those. It is impractical to list all of our provider's terms and conditions and on request, we can supply their individual terms and conditions to you or answer a specific question. At the time of reservation we will provide you with any information we feel you should be aware of but it is ultimately your responsibility to ensure you are happy with these terms.
All clients are solely responsible for making sure that they meet the correct immigration requirements to enter New Zealand. After 01 October 2019, it is a requirement that most travellers obtain an NZeTA (New Zealand Electronic Tourist Authority) visa and pay the International Visitor Conservation; Tourist Levy before arriving into New Zealand. See here for further details.
Honest, fair and reasonable
The company prides itself on operating with honest, fair and reasonable business practices and has been built on providing excellent service and product to its guests. Should you feel that the product or service you have experienced did not live up to our promise then please contact the General Manager(+64 3 443 0812). All possible actions will be undertaken to rectify the situation to your satisfaction.
Statutory Protections under New Zealand Law
These terms and conditions should be read subject to and in conjunction with the provisions of the Consumer Guarantees Act and the Fair Trading Act (applicable in New Zealand) and do not affect your rights as expressed in these acts.
Gift Vouchers are issued by the New Zealand Fine Touring Group and can be used to purchase travel products only, they may not be refunded or redeemed for cash. Once a voucher has been used, if a refund is owed due to a change or cancellation the portion paid using a voucher will be returned as company credit for use at a future date.
Gift vouchers will not be replaced if lost, stolen or damaged. We may - at our sole discretion - place a stop on the use of gift vouchers if we believe it is being used contrary to these terms and conditions. Where a voucher has not been used and is reported lost or stolen we will cancel and replace it.