Consumer terms and conditions

Last update: May 2016

Please note: if you are a third party agent, separate terms and conditions apply – contact us to receive the relevant documentation.

Our consumer terms and conditions are outlined in the following sections:

  1. Your responsibilities
  1. Our responsibilities
  2. Our policies
    1. Guided tour policy
    2. Rental gear hire policy
    3. Bond policy
    4. Cancellation policy
    5. Infant and child policy
    6. Additional charges policy
    7. Privacy policy
    8. Conditions of website use.

YOUR RESPONSIBILITIES

  1. All customers need to provide the following information as a minimum requirement when reservations are requested:
    1. Customer name and contact information
    2. Purchase order number if relevant
    3. Product booked – we required the full name of product (e.g.: Auckland City Discovery – Guided Bike Tour); abbreviations of full product name will not be accepted (e.g.: Auckland Guided Bike Tour)
    4. Date/s products booked – for long term rental gear hires, we need the pickup date and return date
    5. Location products booked – where one-way rentals apply, we need the pickup location and return location
    6. Tour departure time – if relevant
    7. Dietary requirements – if relevant
    8. Special requests – if relevant
  2. All customers are required to notify our customer service team on email of any additional client requests or modifications to the booking, including cancellation. If change requests are made within 24 hours of departure, you are required to call our customer service team (+64-9-337-0633), followed by an email confirming the change requests ([email protected]).
  3. Customers are required to pay in full on tour departure date or pickup date, unless prior arrangements have been made.

 OUR RESPONSIBILITIES

  1. We agree to provide accurate, up to date pricing and product descriptions at all times.
  2. Despite our best efforts, a product included in the retail ratecards or on our consumer website may be mispriced. If we discover a mispricing, we will inform you of the pricing correction as soon as the error is noted. The incorrect price will be honoured by us where bookings have been paid in full, prior to the pricing correction being notified.
  3. We will deliver the services booked according to the details provided by the customer.
  4. We operate strict policies which will be enforced at all times, regardless of any exemption request made by the customer.
  5. We aim to deliver a high level of customer service to all our customers. This includes, but is not limited to, the delivery of guided bike tours, self-guided bike rentals and car camping deals in New Zealand.
  6. We agree to respond to all booking requests and change notifications within 24 hours of receipt.

OUR POLICIES

Guided tour policy

  1. All customers will receive a safety briefing.
  2. All customers booking a guided bike tour must be able to ride a bike unassisted. All customers will be required to sign a participant waiver on arrival at our store and prior to departure.
  3. We will not provide customers with bike skills training prior to tour departure for unconfident or unqualified riders. Any customer unable to participate in a guided bike tour on arrival will not be eligible for a refund or credit of any kind.
  4. Guided bike tour participants will not be permitted to supply their own bike for health and safety reasons.
  5. All guided bike tour participants must wear the helmet provided during the safety briefing, and agree to follow all instructions given by our bike guides and other staff members.
  6. All customers agree to take full responsibility for their own safety, the safety of others and the safety of any hire gear supplied by us during the agreed rental period. This includes bikes, helmets and cable locks included in guided bike tours. Customers will be subject to additional charges where gear is returned damaged or is lost or stolen during your hire period and immediate and direct settlement will be required.

Rental gear hire policy

  1. We agree to provide all customers with rental equipment that is in working order. If any equipment is hired to customers with a minor fault or defect (e.g.: grass staining on tent floor), we will point this out and supply documentation so you are not held responsible on return.
  2. If you believe you have been provided substandard equipment you must inform us immediately to ensure you are not held responsible for the imperfection.
  3. Customers also agree not to lend the equipment hired from us to any other party during the hireage period. We agree to hire equipment to you – our customer – for your sole use only.
  4. We will provide customers with documentation outlining the correct process for erecting and dismantling tent, inflating sleeping mats, installing and using gas cooker & gas cylinders, adjusting pack harness and inserting bicycle wheels (where applicable).
  5. When customers hire equipment through us, you are subject to these guidelines. If any equipment is damaged as a result of misuse and disregard for these processes, you will be charged full repair and/or replacement costs of the goods damaged directly.

Bond policy

  1. When you hire equipment through us, Visa or Mastercard credit card details must be supplied (card number, name as it appears on card, expiry date and CSV code). We will not accept any other form of payment for the bond.
  2. No charges are applied to the card unless additional charges need to be passed on to you directly (refer Additional Charges Policy for more information).

Cancellation policy

  1. All customers are subject to our cancellation policy, which is strictly enforced throughout the year. Last minute changes made may be subject to additional charges (e.g.: special dietary requirements not specified at time of booking). Additional charges will be billed directly to you.
  2. If you decide to cancel your booking with us, you will be subject to the following policy:
    1. How to cancel a booking
      1. To cancel a booking, customers must inform us immediately.
      2. You must send an email to us that contains the name the booking was made under and the booking reference number supplied on your booking confirmation form.
    2. Cancellation fees
      1. The following cancellation fees will apply to all customer bookings, regardless of the reason why the cancellation has been requested:
        1. 31 days or more before tour departure/gear collection date: an administration fee of $25 will be charged
        2. 11-30 days before tour departure/gear collection date: we will charge 25% of the total owing
        3. 5-10 days before tour departure/gear collection date: we will charge 50% of the total owing
        4. Less than 5 days before collection date: we will charge the full amount owing
        5. Please be aware that any cancellations requested due to poor weather, family illness, bereavement or alternative arrangements being made by the customer are completely outside our control and therefore the fees outlined here will be charged.
    3.  Confirmation of cancellation
      1. Once you have cancelled a booking, we will send an email to the address nominated by the customer
      2. If the email address has changed since the booking was originally made, you will need to supply us with the new address so the cancellation can be confirmed in writing.
      3. We will not be held responsible for cancellation confirmation emails not received by the customer due to invalid or expired email accounts.

Infant and child policy

  1. Any customer wishing to rent bicycles or involve infants or children in guided bike tours must be aware of the following:
    1. Infant
      1. Children under 3 years old and weighing less than 20kgs are classified as infants. A charge of NZ$10 per infant applies.
      2. Infants must ride with a parent in a baby seat attached to the parent’s rental bicycle. We will not permit bike guides to ride with infants.
    2. Child
      1. Children between 4 years – 10 years old are classified as children. A charge of NZ$79 per child participating in a couples guided bike tour (retail rate).
      2. All children must measure over 1.2m to ride a child’s hire bike and participate in a guided bike tour.
      3. All children must be able to ride a bike confidently and unassisted to partake in bike rental or a guided bike tour.
    3.  Infant and child bookings
      1. You must inform us if infants or children wish to participate at the time of booking. We may not be able to accommodate the addition of infants or children on arrival at our location due to inventory restrictions.
      2. We will not provide bike skills training to any children prior to bike rental or guided bike tour.
      3. For safety reasons, we do not offer ‘tag-along’ bikes, trailers or junior bikes fitted with training wheels. We do not offer adult bikes fitted with training wheels or tandem bikes, also for health and safety reasons.
      4. No refunds or credits of any kind will be offered to the customer if a child does not meet an acceptable level of competent bike riding and is therefore not deemed suitable to participate in the activity.

 Additional charges

  1. Customers must be aware that any damage caused to the equipment you hire will be charged to your nominated credit card and will be based upon published repair estimates. These estimates will be outlined in the hire checklist documentation so, should anything happen whilst the goods are in your care, you are aware of your responsibilities to us.
  2. Additional charges will appear on your nominated credit card within six weeks of returning the damaged goods to us (refer Bond Policy for more information).

 Privacy policy

  1.  We respect your right to privacy. We are bound by New Zealand law to comply with the Privacy Act (1993).
  2. If you are concerned about a possible interference with your privacy, you can contact our Privacy Officer. Address: 23 Commerce Street, Auckland Central, Auckland, New Zealand. Phone: 64-9-337-0633

Conditions of website use

  1. The following conditions apply for use of our website content:
    1. Copyright
      1. All content included on our site is our property or our content suppliers.
      2. Content includes, but is not limited to, copy, images, design, software, logos, graphic devices and downloadable PDF brochures.
      3. All content is our exclusive property and is protected by New Zealand and International copyright laws. All software used on the website is our property or its software suppliers and protected by New Zealand and international copyright laws.
    2. Provider descriptions
      1. Our attempts to be as accurate as possible. However, this does not warrant that product descriptions or any other content of the website site is 100% accurate, complete, reliable, current, or error-free.
      2. You must contact us for final written clarification.
    3. Pricing
      1. Except where noted otherwise, the online list price displayed for camping, tramping and mountain bike equipment packages and products on our website represents the full retail price.
    4. Google Analytics
      1. This website uses Google Analytics, a web analysis service of Google Inc. (Google). Google Analytics uses cookies, i.e. text files stored on your computer to enable analysis of website usage by you. Information generated by the cookie about your use of this website is usually transmitted to a Google server in the United States and stored there. In case of activated IP anonymization on this website, however, your IP address is previously truncated by Google within member states of the European Union or in other states which are party to the agreement on the European Economic Area. Only in exceptional cases is a full IP address transmitted to a Google server in the United States and truncated there. On behalf this website’s owner, Google will use this information to evaluate your use of the website, compile reports about website activities, and provide the website’s operator with further services related to website and Internet usage. The IP address sent from your browser as part of Google Analytics is not merged with other data by Google. You can prevent storage of cookies by appropriately setting your browser software; in this case, however, please note that you might not be able to fully use all functions offered by this website. In addition, you can prevent data generated by the cookie and relating to your use of the website (including your IP address) from being collected and processed by Google, by downloading and installing a browser plug-in from the following link: http://tools.google.com/dlpage/gaoptout?hl=en