Terms & Conditions
# Terms and Conditions
A. We appreciate your custom and aspire to provide a friendly, professional and safe experience.
B. Where one person makes a booking on behalf of other participants, that person is the lead booker and is responsible for the booking.
The lead booker confirms that they are authorised to make the booking on behalf of all participants in the group, and that all participants have been provided with the relevant trip information, risk information, trip requirements, cancellation terms and Terms and Conditions.
The lead booker is responsible for ensuring all participants meet the trip requirements, including age, fitness, swimming ability, medical disclosure, clothing and equipment requirements, and the ability to understand spoken English well enough to follow safety briefings, guide instructions and emergency directions.
The lead booker is responsible for payment for all places booked, including any unpaid balances, late cancellations, no-shows or participants who withdraw from the booking, unless the Operator agrees otherwise in writing.
Changes to participant names or group numbers must be agreed with the Operator before the trip. A participant dropping out does not automatically reduce the amount payable for the booking.
C. Packrafting and associated outdoor activities involve inherent risks. By booking or participating, you acknowledge that you have been informed of these risks and that serious injury or death is possible.
These risks may include, but are not limited to: drowning, entrapment, capsize, collision with rocks, trees or other river features, slips, trips and falls, cold-water immersion, hypothermia, weather exposure, changing river conditions, vehicle travel, medical events in remote locations, delayed rescue, personal injury, death, property loss or damage, distress or inconvenience.
The Operator manages these risks through its Safety Management System, trained guides, client screening, safety briefings, suitable equipment, operating procedures, dynamic risk assessment and emergency planning. These controls reduce risk, but they cannot remove all risk from the activity.
Nothing in these Terms and Conditions limits, excludes, modifies or transfers the Operator’s duties under the Health and Safety at Work Act 2015, the Health and Safety at Work (Adventure Activities) Regulations 2016, the Consumer Guarantees Act 1993, or any other legal duties that cannot be excluded under New Zealand law.
1. In booking or participating in the activity, I, the customer, agree to the conditions set out in A, B and C above and consent to the conditions in clauses 1a to 1f and 2 to 9 below.
a. I confirm that I have read and understood the risk information provided and have had the opportunity to ask questions before participating.
b. I agree to follow all reasonable instructions given by the guide, driver or host, and I understand that the Operator may refuse participation or remove a participant from an activity if they believe the participant is unsuitable or unable to participate safely.
c. I confirm that, to the best of my knowledge, I am physically able to participate and have disclosed any medical conditions, injuries, medications, allergies, swimming limitations or other information that may affect my safety or the safety of others during the activity.
d. I consent to receiving reasonable first aid or emergency medical assistance if required during the activity.
e. I agree that any films, sound, video or other recordings taken by me during the activity will not be used in any commercial promotion or advertising without the prior written consent of the Operator. The Operator may use photos, video, sound or other recordings taken during the activity for its own promotional purposes unless I advise the Operator otherwise in writing.
f. I agree to listen to my driver, guide or host, follow their instructions, and make sure any children in my care do the same.
2. An itinerary is issued by the Operator for the services and activities described. Itineraries are non-transferable unless otherwise agreed by the Operator.
3. The Operator is not responsible for additional travel, accommodation or personal expenses arising from changes, delays or cancellations, except where required by law.
4. Prices are based on fares, tariffs, supplier costs and operating costs that are, to the best of the Operator’s knowledge, correct at the time of booking. Any increases after the date of booking may be passed on to the customer where reasonable and where permitted by law.
5. Trip cancellations by the Operator: the Operator reserves the right to cancel, delay, alter or relocate any service or activity due to weather conditions, river conditions, safety concerns, insufficient reservations, access issues, client suitability, operational requirements, or any other unforeseen event or circumstance. The Operator also reserves the right to cancel any departure that does not meet the minimum requirement of 3 guests, unless otherwise agreed.
6. Booking cancellations and refunds: the Operator reserves the right to assess cancellations on a case-by-case basis. Unless otherwise agreed in writing, the following refund criteria apply:
a. Deposits are non-refundable.
b. If customers advise cancellation before the trip departure date, the following refund policy applies:
i. Cancellation within 48 hours of departure: no refund applies.
ii. Cancellation 7–12 weeks before departure: deposit is non-refundable and 80% of any balance paid will be refunded.
c. Once the trip has commenced, no refund applies due to any circumstance, including voluntary withdrawal, change of mind, weather, river conditions, injury, illness, personal circumstances, or changes made for safety or logistical reasons.
d. Incorrect booking dates, failure to read the booking confirmation, late arrival, attending on the wrong date, going to the wrong meeting location, or failing to attend are not grounds for a refund. These situations are treated as no-shows or last-minute cancellations.
e. For group bookings, the lead booker remains responsible for the full booking value, including any places booked for other participants. If a participant cancels, withdraws, does not attend, attends on the wrong date, arrives late, or is replaced without the Operator’s agreement, the standard cancellation and refund terms still apply.
f. We strongly recommend that all customers hold appropriate personal travel, cancellation and medical insurance.
7. Any decision regarding an exception to the stated cancellation or refund policy will be made at the discretion of the Operator.
8. Due to the complex nature of some trips, itineraries may be altered by the Operator for safety, environmental, access, weather, river, operational or logistical reasons.
9. No-shows, incorrect dates and late arrivals
Trips depart at the stated time and date shown on the booking confirmation.
Customers are responsible for checking the date, time and meeting location of their booking. Customers are asked to arrive at least 15 minutes before the scheduled departure time.
If a customer arrives late, arrives on the wrong date, goes to the wrong location, fails to attend, or does not provide enough notice to cancel or change the booking under the cancellation policy, they may be treated as a “No Show”.
No-shows are treated as last-minute cancellations. No refund applies, and any unpaid balance remains payable.
For group bookings, the lead booker remains responsible for all places booked, including participants who arrive late, attend on the wrong date, fail to attend, or withdraw from the booking.
