Terms and Conditions
1. Parties
These Terms and Conditions form the agreement between Bespoke Kiwi (“we”, “us”, “our”) and the person or persons named in the booking (“you”, “your”). By confirming a booking, you accept these Terms and Conditions on behalf of all travellers in your party.
2. Services
We create private, tailor-made journeys throughout New Zealand. Our services may include itinerary design, private guiding, transport, and other travel arrangements as outlined in your confirmed itinerary or proposal.
3. Booking and Payment
A non-refundable deposit is required to secure your reservation. The amount will be stated in your quotation or invoice. The balance is due 30 days before the start of your journey. If payment is not received by the due date, we reserve the right to cancel your booking and apply the relevant cancellation fees.
All prices are quoted in New Zealand dollars (NZD) unless otherwise stated and include applicable taxes. Any additional costs such as optional activities, beverages, or personal expenses are payable directly to the supplier.
4. Cancellations and Refunds
Every Bespoke Kiwi journey involves bookings with hand-picked hotels, lodges, and activity providers. Many of these partners are small and exclusive, with limited availability and strict cancellation policies. Our terms reflect these realities and help protect both our guests and our partners.
Your deposit is non-refundable. The remaining balance is due 30 days before the start of your journey. If you cancel after full payment, we will refund 50 percent of the total trip cost for cancellations made more than 14 days before your scheduled arrival. Cancellations made within 14 days of travel, or once your journey has begun, are non-refundable.
We appreciate your understanding that many of the special places we reserve on your behalf hold limited space and often turn away other travellers once your booking is confirmed.
5. Amendments by You
Requests to change travel dates, accommodation, or itinerary details will be considered where possible but may incur administration fees and any additional charges imposed by suppliers. Substituting traveller names or reducing guest numbers may also attract fees.
6. Cancellation or Amendment by Us
While we always aim to deliver your itinerary as confirmed, we may occasionally need to modify or cancel arrangements due to circumstances beyond our control, such as supplier failure, weather, natural disasters, or safety concerns. In such cases, we will offer alternative arrangements of similar value where possible. If cancellation is necessary before departure, we will refund all monies paid. We are not responsible for any incidental expenses such as flights or insurance premiums.
7. Force Majeure
We are not liable for loss, damage, or delay caused by events beyond our reasonable control. These include but are not limited to natural disasters, pandemics, strikes, war, civil unrest, or government restrictions. Where such events occur, we will make reasonable efforts to reschedule or amend your journey, but refunds or compensation cannot be guaranteed.
8. Traveller Responsibilities
You are responsible for ensuring all travellers hold valid passports, visas, and required documentation for entry into New Zealand. You must inform us at the time of booking of any medical conditions, dietary needs, or mobility concerns that may affect your travel plans. Travellers are expected to behave respectfully, comply with local laws, and follow all safety instructions from guides and operators. We reserve the right to remove any guest from a tour if behaviour is unsafe or disruptive.
9. Health and Safety Acknowledgement
You acknowledge that travel in New Zealand may include outdoor or adventure activities such as hiking, boating, scenic flights, or other experiences that carry inherent risks. You participate voluntarily and agree to assume all associated risks. We strongly recommend travel insurance that includes medical evacuation, cancellation, and personal liability cover.
10. Travel Insurance
Comprehensive travel insurance is essential for all Bespoke Kiwi guests. Your policy should cover trip cancellation, medical emergencies, personal accident, loss or damage to luggage, and any high-risk activities you choose to undertake.
11. Third-Party Suppliers
We work with a curated network of accommodation, transport, and activity providers. These suppliers operate under their own terms and conditions, which you agree to accept when confirming your booking. While we take care to partner with reputable operators, we are not liable for the acts or omissions of any independent supplier except where required by law.
12. Photography and Content Use
During your journey, photographs or videos may be taken by our team or guides for marketing and social-media purposes. By travelling with Bespoke Kiwi, you grant permission for such imagery to be used unless you notify us in writing prior to departure.
13. Limitation of Liability
To the fullest extent permitted by New Zealand law, Bespoke Kiwi’s liability for any loss, damage, or injury is limited to the total price paid for your booking. We are not liable for indirect, consequential, or incidental losses. Nothing in these Terms affects your rights under the Consumer Guarantees Act 1993 or any other legislation that cannot be excluded.
14. Complaints and Feedback
If you experience an issue during your journey, please notify your guide or our office immediately so that we can resolve it promptly. We value feedback and encourage you to share your experience upon return.
15. Privacy and Data Protection
We collect personal information to organise your travel arrangements and communicate with you. Your information will be stored securely and may be shared only with suppliers directly involved in your booking. We never sell personal information to third parties. For details, refer to our Privacy Policy.
16. Governing Law
These Terms and Conditions are governed by the laws of New Zealand. Any dispute will be resolved under the exclusive jurisdiction of New Zealand courts.
17. General Provisions
If any part of these Terms and Conditions is found invalid or unenforceable, the remainder will continue in full effect. We may update these Terms periodically, and the version applicable at the time your booking is confirmed will apply.