Terms and Conditions

Bookings not meeting the following Terms and Conditions are treated as invalid, and will be reversed (cancelled) by the Department of Conservation.


GENERAL

  • Bookings can only be made for people intending to use the facilities/services at the time of booking.
  • A booking is required for each adult, youth, child and infant intending to use the facility/service.
  • The given name, family name, age, gender and nationality of each party member must be entered at the time of booking, except for sole occupancy sites where only the party leader details need to be entered.
  • Bookings are not transferable from one person/entity to another.
  • Names listed on the booking as using the facility/service may not be substituted unless approved via a Department of Conservation office. Substitution of all or the majority of names listed on a booking will not be approved.
  • Those persons named on the booking may be required to produce proof of identity when collecting tickets or accessing the facilities/services booked. Accepted forms of ID are a passport, driver's licence, credit card or student ID.
  • Commercial and/or guided groups are not permitted to use Department of Conservation facilities/services unless authorised by the Department of Conservation via a Concession or other agreement.
  • Commercial Agents wishing to make multiple bookings for services on behalf of customers must hold an Agent agreement with or obtain permission from the Department of Conservation.

AGE RANGES

  • For booking purposes the following age classifications apply to all facilities/services provided by the Department of Conservation (DOC):
Infant Child Youth Adult
0 - 4 years 5 - 10 years 11 - 17 years 18 years plus
  • Facilities/services provided by other organisations e.g. transport operators may use other age ranges. Please check the particular facilities/services you require.
  • Persons aged 14 years and under must be accompanied by an adult.
  • Some services may have age restrictions or recommendations.

PRICES

  • All prices are in New Zealand dollars and include GST (Goods and Services Tax).
  • Bookings made Online will automatically be charged to your credit card through the ANZ Bank secure payment network at the time the booking is made.
  • Accepted credit cards are Mastercard and Visa.
  • For security reasons Credit Card information is not held by DOC and must be resupplied if alterations or cancellations are made through a DOC office.
  • No bookings will be accepted without payment. Only one payment per booking transaction will be accepted.
  • Prices, transport timetables and other details may change without notice.

DISCOUNTS

Discounts are not available online. To qualify for a discount you must meet the criteria outlined below and make your booking through a DOC office.


Lake Waikaremoana, Tongariro Northern Circuit, Abel Tasman Coastal, Heaphy, Routeburn, Milford, Kepler and Rakiura tracks and the Whanganui Journey huts and campsites.
  • Members of one of the following organisations who also hold a current 12 month Backcountry Pass are entitled to a 10% discount : NZ Federated Mountain Clubs (FMC), NZ Deer Stalkers Association (NZDA), NZ Land Search and Rescue (LandSAR) and NZ Mountain Safety Council (MSC) staff and instructors

No other discounts are available on any booked services


PENALTY RATES

- for non-valid and un-booked accommodation or services.
  • Failure to have a valid booking for a facility/service for the date of use will result in penalty fees being charged.
  • The Penalty rate for all persons is the normal age fee plus the full adult fee for that service.
  • Where there is no valid booking, the Department of Conservation does not guarantee access to that, or other, facilities/services.

ALTERATIONS AND CANCELLATION POLICIES

General
  • Booking refunds will only be made to the person/ agent who made the original booking.
  • Refunds will be made back to the payment type used to pay for the booking.
  • Refunds for services closures must be applied for not later than 7 days after booked service date.
  • For security reasons credit card details are not held by the Department of Conservation and will have to be resubmitted to the Department of Conservation office making your alteration, transfer or cancellation by phone. Sending credit card details by email is not recommended for security reasons.
Transfer of Booking Dates
  • Transfer fees up to $10 per booking may be charged.
  • Only two date transfers will be permitted on any booking.
  • If a booking transferred to a later date is then cancelled, cancellation fees will apply as of the date of the original booking.
  • If a booking transferred to an earlier date is then cancelled, cancellation fees will apply as of the new booking date.
  • Bookings may only be transferred within the current open booking period. Bookings must be cancelled if the date required is not open for bookings.
  • Any additional fees must be paid at time of transfer being made.
  • Any refunds, less cancellation fees as per below table, will be issued at the time transfer is made. Credit card details must be supplied so transfer and refund can be processed.
  • Altering/transferring booking dates 1 to 2 days prior to start date will incur 100% cancellation fee.

Alterations via Internet
  • Only selected changes can be made online, alterations and transfers that will not affect:
  • 1. the cost or
  • 2. change the facilities/services booked or order of use of those facilities or
  • 3. the people booked into those facilities/services,
  • can be made online up to two days prior to departure. After this date you must contact the Department of Conservation office listed on the confirmation letter/receipt. A new booking is required if you want to add additional people or services to an existing booking or contact the Department of Conservation office listed on your letter/receipt.
Alterations via DOC Office
  • Alterations may be made to any existing booking and may incur a fee of up to $10.
  • Altering/transferring booking dates 1 to 2 days prior to start date will incur 100% cancellation fee.
Cancellations due to DOC Closures
  • If the Department of Conservation closes a facility/service due to severe weather or facility/service conditions, a full refund of the fee for the unused Department of Conservation facilities/services will be given.
  • Those visitors who have already started their trip/ booking may be required to leave before their trip/ booking is completed.
  • Refunds or rescheduling bookings due to facility/services closures must be applied for within 7 days. NO refunds will be given after this time and trips will not be rescheduled.
  • Visitors will only be rescheduled if there are vacancies available once the facility/service reopens.
Cancellations By Visitors
  • If visitor / agent cancels their bookings the following cancellation fees apply.
  • Booking and alteration fees are not refundable.
  • These fees are not negotiable.
Note: If a booking has been transferred to a later date and is then cancelled, cancellation fees will apply as of the date of the original booking. If a booking has been transferred to an earlier date and is then cancelled, cancellation fees will apply as of the new booking date.

Cancellation fees are based on the earliest start date
Applies to all booked services
Cancellation Fee
More than 10 days before the first date service/s will be used and more than 48 hours after making the booking 25%
Between 3 and 10 days before the first date service/s will be used 50%
Between 1 and 2 days before the first date service/s will be used 100%
On or after the first date service/s will be used 100%
Medical circumstances that prevent customer using a facility/service - must be accompanied by a medical certificate and requested within two weeks of the certificate being issued and no later than one month after the departure date 20%
Booked Transport more than 24 hours prior to departure and before tickets are issued 0%
Booked Transport less than 24 hours prior to, or on or after departure date or after tickets are issued 100%

TRAVEL INSURANCE

  • The Department of Conservation recommends that you arrange travel insurance to guard against the loss of costs associated with cancellation or delay of your trip.
  • The Department of Conservation is unable to rearrange non Department of Conservation booked transport, accommodation and flight bookings if delays should occur.

LIABILITY DISCLAIMER

  • The Department of Conservation will not be liable for injury, damage or any costs incurred by visitors.