Payment & Cancellation Terms and Booking Policy
Payment Policy
Queen Charlotte Track Multiday Packages:
Upon confirmation of your requested departure date, $200NZ per person deposit will be processed. This is required for booking all multi-day independent and guided tours/packages; 50% ($100NZ per person) is a non-refundable administration fee.
An additional $50 per person administration fee is charged for moving a booking once confirmed, $100 per person if moved within 30 days from the date of departure. This will depend on availability and differences in the package price may apply.
Day Trip activity bookings:
Guided Day trip activities or rental activities are paid in full at the time of booking.
Cancellation Policy
Multi-Day Packages:
No refunds for multi-day independent and guided tours/packages if cancelled within 12 days of travel; 50% of total refundable if cancelled within one month of departure less the $100NZ per person non-refundable booking fee.
Day Trip activities: Guided or Rental
No refund will be issued if you choose to cancel your booking within 24 hours of your departure time.
Full refunds are available for day bookings cancelled outside of the 24 hours prior to the departure time.
In the event your tour is cancelled by Wilderness Guides due to poor weather conditions, then a full refund will be given and we will make all efforts to contact you as soon as possible.
Cruise Ship passenger cancellation policy:
No refund will be issued if you choose to cancel your booking within 24 hours of your departure time, including if you are unable to make the activity due to a change of schedule by your cruise ship for any reason.
Full refunds are available for day bookings cancelled outside of the 24 hours prior to the departure time. We encourage you to notify us directly of any changes to your cruise ship docking schedule as soon as you are made aware of these.
In the event your tour is cancelled by Wilderness Guides due to poor weather conditions, then a full refund will be given and we will make all efforts to contact you as soon as possible.
We recommend all guests have full travel insurance, and full medical insurance while travelling within New Zealand and planning to partake in any activities.
Cancellation Due to Government-imposed Travel Bans:
If you cannot travel due to a Government-imposed travel ban or border closure, we can transfer your booking to a later date with no penalty or transfer fee as long as this is within the next 12 months from your original date. This will depend on availability and differences in the package price may apply. Otherwise, our standard cancellation policies apply.
Luggage
Please note there is a limit of 1 overnight bag/suitcase per person weighing no more than 15kg. Secure storage for excess luggage is available at our office for no extra cost.
Please rest assured that the water transport providers, and accommodations take the utmost care whilst transporting your luggage as part of your track package with us; however, during the process of the day this can be handled by many different persons, i.e. at the hotel while being taken to your room or by other operators or walkers placing bags on top of yours whilst at designated drop off points.
We require that no sharp objects (walking poles), or loose items (shoes, pots and pans,) are hanging off your bag as they can cause damage to both your own or other’s bags – or become separated from your bag and get lost.
Unfortunately, Wilderness Guides (and by extension all other staff, accommodations, or transport companies used as part of your package) cannot accept responsibility for any damage (or loss of items) whilst in the care of other parties, and we suggest that costly or breakable items such as laptops, cash, jewellery, be kept in storage in Picton or are carried on your person.