Terms & Conditions
These terms explain how booking and travelling with TAMAKI TRAVEL LIMITED works. We've written them in plain English because we'd rather you understood them than skimmed them. If anything is unclear, just ask us.
1. About these terms
TAMAKI TRAVEL LIMITED ("we", "us", "our") is a New Zealand company based in Tāmaki Makaurau Auckland, run by its directors Javier Thomson and Manuel Romero. "You" means the person who books and everyone travelling in your party. When you accept a quote or pay a deposit, you agree to these terms on behalf of your whole party. Nothing in them takes away your rights under New Zealand consumer law (see section 13).
2. Bookings
- You can enquire by our contact form, email, WhatsApp, phone or Instagram. An enquiry is not a booking.
- Your booking is confirmed when we send you a written booking confirmation and we've received your deposit. Until then, availability isn't guaranteed.
- Please make sure the details you give us (names, dates, pickup place, contact numbers, ship times, dietary and accessibility needs) are accurate and tell us if they change.
- The person who makes the booking is responsible for making sure everyone in the party knows and follows these terms.
- If you booked through Viator or another platform, the platform's own booking terms and cancellation policy shown on your listing apply to that booking, and any changes or refunds go through them.
3. Pricing and quotes
- Every tour is tailored, so we quote individually. We don't publish set prices.
- Your quote is itemised, in New Zealand dollars (NZD), and shows what's included. It stays open for 14 days unless it says otherwise.
- Airport pickups and pickups outside central Auckland are quoted on request.
- Once your deposit is paid, the price is fixed unless you ask us to change your tour (for example adding guests, stops or upgrades). We'll always tell you about any change to the price before you agree to it.
- If we make an obvious pricing mistake, we'll tell you straight away. You can accept the corrected price or cancel and receive a full refund.
4. Payment
- Deposit: 30% of your quote total, to confirm your booking.
- Balance: due 14 days before your tour. If you book within 14 days of the tour date, full payment is due when you confirm.
- How to pay: by bank transfer to the New Zealand bank account on your invoice, or by card using a secure payment link. We don't ask for card details by email or WhatsApp. If a card fee applies, we'll tell you before you pay.
- Currency: New Zealand dollars (NZD). Fees charged by your own bank, including for international payments, are your responsibility.
- If your balance hasn't been paid by the due date, we'll contact you first. If it still isn't paid, we may treat the booking as cancelled by you under section 5.
5. If you cancel or change your booking
Please tell us in writing (email or WhatsApp). Your notice counts from the day we receive it, and the charge is a percentage of your total tour price:
| Notice before your tour | What we charge |
|---|---|
| 30 days or more | Nothing. Full refund of everything you've paid, less any non-refundable third-party cost we've already paid for you and told you about (we'll flag these in your quote). |
| 14 to 29 days | 30% of the tour price (your deposit is kept). |
| 7 to 13 days | 50% of the tour price. |
| 2 to 6 days | 75% of the tour price. |
| Less than 48 hours, or a no-show | 100% of the tour price. |
- Any third-party costs we've already paid for you (for example a prepaid venue or activity) are included in the percentage, not added on top, except in the 30-days-or-more row, where we'll have told you in your quote about any non-refundable item.
- No-shows: if we can't reach you and you haven't arrived within 20 minutes of your agreed pickup or meeting time, we'll treat your booking as a no-show. For Waiheke tours, a missed ferry because of late arrival is treated the same way.
- Changing your date: free, once, if you ask at least 14 days before your tour and we have availability. Closer than that, we'll try to move your tour, or treat it as a cancellation. If the new date costs more (for example peak season), we'll tell you first.
- Changing group size: a smaller group may need a new quote, and is treated as a part-cancellation.
- We'll always try to fill a date you cancel, and if we can, we'll reduce the charge.
- If you need to cancel because of serious illness or an emergency, please talk to us. We'll look at your situation kindly and may offer a new date or credit, but this is at our discretion. We strongly recommend travel insurance that covers cancellation.
- Refunds go back to your original payment method within 10 business days.
6. Weather, safety and cancellation by us
- Most tours run in light rain. We may reorder the day or swap a stop for a better indoor or sheltered option, and that isn't a reason for a refund.
- Your safety comes first. We monitor weather, ferry services, road conditions and venue closures, and we'll contact you as early as we can, usually the evening before and always by 7am on the day.
- If we cancel or can't run your tour (or most of it) because of weather, safety, a cancelled ferry (including Waiheke ferries), a road closure, illness, a vehicle problem or any other reason outside your control, you choose: a new date at no extra charge (valid for 12 months), or a full refund of everything you've paid.
- If only part of your day is affected, such as a closed track or cave, a cancelled boat trip or a venue that is shut, we'll offer a substitute of similar value, or refund that part.
- Cruise guests: if your ship is late, we'll adjust the day where we can. If your ship skips Auckland or you can't join your tour because of your ship, we'll move your tour if possible. Otherwise we'll refund what you've paid, less any non-recoverable third-party cost we've already paid and told you about.
- If you choose to cancel because of the forecast while we're still able to run your tour safely, section 5 applies.
7. Itinerary changes
Our itineraries are suggestions. Times are approximate, and we may change the order, timing or stops because of weather, tides, traffic, venue availability or safety. If we have to change something significant, we'll tell you and offer an equivalent alternative. If we can't, you'll receive a refund for that part. On the day, we're happy to adjust the plan to suit you, although pre-booked tickets and time slots such as ferries and cave tours can't always move.
8. Third-party venues and entry fees
- Many of your day's experiences are provided by independent venues and operators, such as vineyards, restaurants, ferry and boat operators and visitor attractions. They have their own rules, opening hours, safety requirements and terms.
- Your quote confirms which entry fees, tastings, meals and tickets are included. Anything not listed is not included, and we'll tell you before you add it.
- Some venues can only be visited on their own guided tours, which are usually shared with other visitors. We'll tell you when that applies.
- If a venue changes, closes or can't host you, we'll arrange an alternative or refund that part, as described in section 6.
9. Behaviour and safety
- Please follow your guide-host's reasonable safety instructions and the rules of each venue. Seatbelts must be worn at all times in the vehicle.
- Our vehicles are smoke-free and vape-free. Please tell us if anyone needs a particular seating arrangement.
- You are responsible for any damage caused by you or your party to our vehicle, a venue or other people's property.
- We may end or change a tour without a refund if someone's behaviour is unsafe, abusive or unlawful, or puts others at risk. We'll always try to talk to you first.
- Some activities involve walking on uneven ground, steps, water or heat. Please tell us about any health or fitness concerns when you enquire so we can plan sensibly. You're responsible for deciding whether an activity suits you.
10. Alcohol
Wine and other alcohol is only served to guests aged 18 and over, as required by New Zealand law. Venues may ask for ID. Your guide-host never drinks while driving, and we may ask a venue not to serve, or may end a tour, if someone becomes unwell or unsafe through alcohol.
11. Children and child seats
Families are very welcome. Please tell us your children's ages when you enquire. New Zealand law requires children under 7 to be properly restrained in an approved child seat. Child seats are available for every booking, with any cost included in your quote, and we'll fit them for you. Some activities have minimum ages, and some days are long for little ones. We'll advise you honestly.
12. Accessibility
We'll do our best to plan around any mobility needs, and many days can be adapted. At this time, our vehicles are not wheelchair accessible, and several tours include uneven ground, hills or stairs. We're sorry about that. Please tell us about your needs when you enquire so we can suggest what suits you best.
13. Liability and insurance
- We'll carry out our services with reasonable care and skill.
- Nothing in these terms limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that can't be excluded.
- Subject to those rights, we aren't responsible for delays or changes caused by events outside our control, such as severe weather, road or ferry disruption, venue closures, or the actions of independent venues and operators. If something goes wrong that is our fault, we'll make it right.
- Please look after your belongings. Subject to your legal rights, we aren't responsible for loss of, or damage to, personal items unless caused by our negligence.
- We recommend comprehensive travel insurance covering cancellation, medical treatment, personal belongings and your whole trip. Travel insurance is not included in our tours.
- On a cruise day, we plan a comfortable buffer before your ship's all-aboard time. If a delay is caused by us, we'll take responsibility. Otherwise please keep an eye on the time with your guide-host.
14. Complaints
If something isn't right, please tell us as soon as you can, ideally on the day so we can fix it there and then. You can also write to tamaki.travel.ltd@gmail.com or message us on WhatsApp. We'll acknowledge your complaint within 2 working days, and aim to resolve it within 20 working days. If we can't agree, you may contact the Disputes Tribunal or Citizens Advice Bureau, or seek your own legal advice.
15. Privacy
We collect and use your personal information as set out in our Privacy Policy, in line with the Privacy Act 2020.
16. Governing law
These terms are governed by New Zealand law, and the New Zealand courts have non-exclusive jurisdiction over any dispute.
17. Changes to these terms
We may update these terms from time to time. The terms in force when we confirm your booking apply to that booking.
18. Contact us
TAMAKI TRAVEL LIMITED
Email: tamaki.travel.ltd@gmail.com
Phone / WhatsApp: +64 21 103 4040