Terms and Conditions

1. Package Overview:

The Rainforest Retreat Lakes and Mountains Package (hereinafter referred to as “the Package”) includes a 3-night stay at the Rainforest Retreat Deluxe Spa and various adventure tourism activities. Guests will book the Package online based on the availability of the accommodation.

2. Booking Confirmation:

Upon booking the Package, a member of the Rainforest Retreat concierge team will contact the guest to arrange and confirm the adventure activities included in the Package.

3. Activity Availability:

While we strive to secure availability with our tour operators, we cannot guarantee that all adventure activities will be available on the specific dates of your stay.

4. Alternative Arrangements:

If any tour operators are fully booked during your stay, we will make every effort to arrange alternative activities of equivalent value.

5. Refund Policy:

In the event that we are unable to secure alternative activities of the same value, we will provide a refund for the portion of the Package that pertains to the unavailable activities.

6. Changes and Cancellations:

Guest-Initiated Changes: Any changes to the booking must be requested in writing. Changes are subject to availability and may incur additional charges.

Cancellation Policy: The Cancellation policy of each operator as part of the package will apply.

7. Force Majeure:

Rainforest Retreat is not liable for any failure or delay in performing any of its obligations under these terms and conditions if such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes, labour disputes, government orders, or any other force majeure event.

8. Liability:

Rainforest Retreat is not responsible for any injury, loss, or damage to person or property in connection with the adventure activities. Guests participate in activities at their own risk.

9. Governing Law:

These terms and conditions shall be governed by and construed in accordance with the laws of the jurisdiction in which Rainforest Retreat operates.

10. Acceptance of Terms:

By booking the Rainforest Retreat Lakes and Mountains Package, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions.

Contact Information:

For any questions or concerns regarding your booking, please contact our concierge team at [email protected]

These terms and conditions are subject to change without notice. Please review them periodically for updates.

Franz Josef Glacier Guides Terms & Conditions

Health and Safety Information

• You must be 18 years or older to make a booking on this website. If you are under 18 years old, we will require a parent or guardian to make the booking on your behalf AND purchase their own ticket in order to accompany you for the duration of your chosen trip with Franz Josef Glacier Guides.
• In order to uphold safety standards we are not able to accept as clients any person over the weight of 115kg (253.5lb).
• Glacier conditions change rapidly and as such we cannot fully brief you on current conditions. In general ice steps on our trips can be over 400mm (1.3 feet) high. This height can challenge people with low physical fitness or low levels of agility.
• Children wishing to join our Heli Hikes need to be at least 10 years old, weight at least 35kg and be at least 137cm tall. Ice climbers must be at least 16 years old. Due to glacier and weather conditions this guideline may change and participation in the hike is ultimately the decision of the lead guide on the day. For further information please contact us.
• Due to the risks involved on our glacier trips we do not take anyone who is, or may be, pregnant.
• Factors such as lack of physical fitness, pre-existing medical conditions including, but not limited to, ankle injuries, knee injuries or ACL damage, joint replacements, dislocations, neck or back injuries, heart conditions, high or low blood pressure, diabetes or asthma can effect capacity to safely take part in a glacier trip and in turn increase the possibility of sustaining an injury. If you have any medical conditions or have had surgery in the last 10 years we recommend consulting your doctor about your participation in a glacier trip and making Franz Josef Glacier Guides aware of your condition.
• We do not guide customers who are under the influence of intoxicating drugs and / or alcohol.
• As we operate in a mountain environment certain events may result in customers having to stay on the glacier overnight.
• Franz Josef Glacier is an unstable geological feature that presents certain significant hazards, including, but not limited to, avalanche, rock fall, ice fall, heavy rain, cold exposure, heights, flooding, uneven terrain, tripping and sun exposure. To learn more about the risks please click here.
• Franz Josef Glacier Guides reserve the right to curtail or cancel trips for customers whose fitness or ability it not appropriate to the trip on which they are booked. If you are unable to complete the glacier trip you have booked due to inadequate fitness, you will not be entitled to a refund. If you are not familiar with our trips please consult a member of our reservations team for advice on which trip will best suit your ability

Glacier Heli Hike – Terms & Conditions of Participation

The Franz Josef Heli Hike is operated by Franz Josef Glacier Guides Limited. Franz Josef Glacier Guides Limited, (“FJGG”) will provide you with the guiding services on the glacier and we have teamed up with The Helicopter Line Limited who will provide the helicopter flying services to access the glacier.  We aspire to provide you a friendly, exciting and safe experience.

In participating in this activity, you, the customer / passenger (“you”), agree to the following terms and conditions:

1. Participation in all adventure activities carries a degree of inherent risk and by participating in the activity provided by FJGG you are expressly assuming those risks personally and are, to the maximum extent permitted by law, waiving and releasing FJGG and its officers and employees and any subsidiary or related company from any liability, claims, losses, damages or expenses caused by any event including, but not limited to:
a) Personal injury or death;
b) Property loss or damage;
c) Acts which may be construed as negligent or accidental;
d) Any other loss, damage, suffering, emotional or nervous disorder.

2. You agree the laws New Zealand apply exclusively to these terms and conditions and that the Courts of New Zealand have exclusive jurisdiction. You agree not to commence any litigation or proceedings in any country in relation to the risks and perils set out in clause 1 above and to indemnify FJGG against any such actions. In the event that any liability is attributed to FJGG, such liability is limited to the price paid by you to the Operator or FJGG as booking agent for the activity.

3. You confirm that you are physically fit and suffer no medical conditions which may be aggravated by this activity. Please see adjacent health and safety information.

4. You consent to receive medical treatment in the case of injury, accident or illness during the activity and to indemnify FJGG against any claims in respect of this treatment.

5. You agree to listen to the guide, follow their instructions and make sure any children in your care do the same. FJGG reserves the right to remove or to refuse to allow any passenger to participate who does not comply with instructions or who is deemed to be a nuisance, acting recklessly or otherwise considered to be unsuitable, to participate.

6. This voucher is issued by an agent for the Operator providing the services and activities described and is non-transferable.

7. Cancellations of the Heli Hike:
In some circumstances it may be necessary to cancel or curtail the Heli Hike eg inclement weather conditions. You agree to the cancellation policy, the policy is available on request from Franz Josef Glacier Guides.  The selling agent and/or FJGG accept no responsibility for any loss or additional expenses arising from changes, delays or cancellations of the services and activities.

8. This voucher is non-refundable (other than at the absolute discretion of the FJGG) however pre-paid bookings can be altered in accordance with the following:
a) Up until 24 hours prior to the date and time of any pre-paid reservation you may change (subject to availability) or cancel your booking at no charge.
b) Within 24 hours of any scheduled reservation, any change to the booking is at the absolute discretion of the Operator and may incur a fee up to a maximum of 100% of the price paid for the activity or service.
c) In the event that a pre-paid reservation is not utilised by the customer without any notification to the Operator, this voucher is deemed to have been used.

9. Any decision regarding an exception to these terms and conditions will be made entirely at the discretion of Franz Josef Glacier Guides Limited.

10. The name of the business that will appear on your bank/credit card statements will be Franz Josef Glacier Guides. Your account will be charged in New Zealand Dollar.

Franz Josef Wilderness Tours Terms & Conditions

We want you to be confident when you book directly with us! We provide hassle-free full refunds without any penalties.  We do ask that any cancellations and changes are made a full 24 hours prior to the trip time. Cancellations made within the 24 hour time frame cannot be refunded (for any reason including medical or other) so please let us know in time if you need to change, or cancel your booking!  Good travel insurance will cover last minute scenarios you might encounter that affect your bookings.  Private/Group bookings or charters incur a 48 hour cancellation policy.

We reserve the right to cancel tours if minimum numbers are not met or in the event of unsafe conditions, in which case full refunds are issued.

Kayak Tours

Lake Mapourika is deep and is an exposed body of water. Inherent risks of the activity include (but are not limited to):

1. RISK OF CAPSIZE OR FALLING IN

We will fit you into equipment suitable for your size, level of experience as well as the current weather conditions.

2. RISK OF HYPOTHERMIA

Hypothermia is a risk at any time of year in this climate. The risk is especially high during WINTER. It is up to you to bring WARM LAYERS on your tour. ASK US if you’re dressed appropriately. We provide splash jackets to aid with keeping you dry.

Please note: we recommend no denim on our tours!

3. RISK OF DROWNING

We will fit you to a buoyancy aid suitable for your weight and size, you must ALWAYS wear a buoyancy aid throughout the activity.

4. LOSS OF PERSONAL ITEMS

We provide waterproof dry-bags, and we will show you how to use them properly.  It is important that EACH ITEM you take with you is kept in the drybag. When you take items out of the dry bag – it’s at YOUR OWN RISK.

5. RISK OF DEATH OR OTHER SERIOUS INJURY
We will provide all safety equipment, safety instructions, safety pre trip training, a fully trained guide who is trained in first aid. During the tour you will be monitored and given extra safety instructions. YOU MUST listen and follow your guides INSTRUCTIONS at ALL TIMES.

Franz Josef Wilderness Tours staff reserve the right to terminate the tour / your participation at any time that your safety becomes compromised. Pre-tour consumption of DRUGS or ALCOHOL is strictly forbidden.

Our Kayak Tours are an ADVENTURE, through a REMOTE part of the Wild West Coast! This means that at times during your trip you will be 1-2 HOURS FROM MEDICAL ASSISTANCE. Before your tour we will ask that you advise us of any medical conditions or injuries.

If you’re not sure about something feel free to get in touch with our team and ask!

HeliServices Terms & Conditions

Cancellations due to adverse weather conditions

HeliServices.NZ reserves the right to cancel reservations should the weather be unsuitable on the day of your flight booking. We will endeavour to reschedule to a later time if we feel a weather clearance is likely. When the weather is exceptionally unpleasant, flights will be cancelled for the day and a departure time the following day may be offered.

When your departure is cancelled due to weather and you are unable to make the next available flight we will cancel your booking and NO CHARGE will be processed against credit card details supplied or invoiced to the agent from which you purchased your flight.

When the weather is suitable for flying and when card details have been supplied or vouchered bookings have been made this constitutes a confirmed reservation and the appropriate charges will be processed at check-in time, up to 30 minutes before flight departure.

If you will be unable to take the booked flight please let us know at least 12hrs IN ADVANCE. Reservations may be cancelled up to 12 hours before departure to avoid any cancellation fees.

Cancellation fees

If you cancel your flight/s less than 12 hours before departure you will lose any possibility of a refund if we are unable to fill the seats with other passengers. If you fail to report at check in time, 30 minutes prior to departure the full amount will be charged either to the credit card details supplied or via invoice to the wholesaler or retailer where you purchased your flight.

If you need to cancel your reservation with less than 24hrs before departure it is advisable to do so BY TELEPHONE by calling – Franz Josef or Fox Glacier 0800 800 793 / Haast +64 3 7500 111 to ensure we are made aware at your earliest convenience.

Flight routes and snow landings are subject to suitable weather conditions and are at your pilot’s discretion. Our experienced team of pilots have your safety as their number one priority followed closely by value for money to ensure you get the best views available on the day. We will only fly in suitable weather conditions.