A product or service booked by New Zealand Expert, acting as a travel agency (herein referred to as “we”, “us” “our” or, “agent”), from a tour operator (herein referred to as “Tour Operator”) on behalf of the Customer (herein referred to as “you”, “your”, or “client”).

The enclosed ticket(s) (“voucher(s)”) have been booked by us on your behalf with Tour Operator/s.

• Terms and Conditions

New Zealand Expert is an intermediary Travel Agency. When you acquire travel-related services through New Zealand Expert, we earn a commission from the Tour Operator we are in partnership with.

The client shall undertake to read the relevant and corresponding brochure for each booking to understand all applicable terms and conditions. All suppliers have different cancellation and refund policies, and New Zealand Expert, likewise, maintains its own policy. It is essential to familiarise yourself with these at the time of purchase. If you require additional information that may not be indicated in the brochure, we recommend that you contact the Tour Operator for further clarification.

• Amendment of Terms

New Zealand Expert reserves the right to change, modify, add, or remove words or portions of these terms at any time. Please check these terms regularly before booking to ensure you are aware of any changes. We will highlight any significant or substantive changes to you whenever possible.

• Booking Inquiry 

1. All prices and availability are dynamic and are subject to change during the booking process at the supplier’s discretion. This includes quotations and estimates prepared based on the information served at the time of booking. New Zealand Expert has no control over exchange fee rates or fluctuations on pricing within the booking system.
2. A booking is considered FINAL or CONFIRMED when the Client has paid the total amount of the booking or amount within the agreed terms. Some suppliers also provide a separate booking confirmation. 
3. New Zealand Expert shall timely notify, from the time of knowledge, the Client on confirmations, as well as relevant changes and information regarding the booking.
4. New Zealand Expert shall not be liable for any losses or damages incurred in connection with any increase in the cost of rentals or tours and excursions during the booking stage.

• Ticket and Customer Responsibilities

New Zealand Expert will ask you for certain required information necessary for the fulfillment of your purchased tour, such as but not limited to pick-up location, dietary requirements, pre-existing and existing medical conditions, weight, snorkelling and swimming ability, dive logs and records, and flight information.

If you cannot provide this during the booking process, the client is responsible for contacting the Tour Operator via email/call as soon as possible or 48 hours before the start of your trip. If you were unable to inform them and missed a tour for this reason, New Zealand Expert will not be liable for any cancellations and will not be entitled to provide any refunds.

D.1. Dated Tickets:

It is your responsibility to ensure the dates on vouchers are correct and correspond to your itinerary, including any transport company, bus tickets or passes (Greyhound, and Premier), campervans, critical tours before flight, and accommodations.

• You must reconfirm all booked dates and pick-up locations and times 48 hours before travel or in the manner stated on your ticket voucher or confirmation ticket.
• You must ensure you redeem your tickets on the dates booked.
• New Zealand Expert will provide information before finalising the booking with the customer’s awareness and will not be held liable if the dates do not match the customer’s itinerary. 

D.2. Open-Dated Tickets: 

You are responsible for booking your preferred travel date in advance with each Tour Operator as per the details provided on your voucher. You must book these in advance notice, especially Greyhound Buses. Please be aware that open-dated tickets are subject to supplier price fluctuations, which you could incur. A $30 AUD service charge fee will be applied for every open-dated ticket claim and change.

We recommend booking an open-dated ticket in time. For example, activities at K’gari (Fraser) Island and Whitsundays can often be full at the last minute. In the high season, we recommend planning six weeks in advance if you want to do an activity to avoid disappointment.

D.3. Pre-existing and/or Current Medical Conditions 

You are responsible for advising us and the Tour Operators of any existing or previous medical conditions like Asthma, Heart Conditions, Allergies, Dietary Requirements, etc. Suppose you are refused to participate in any of the activities booked on your behalf due to any pre-existing or existing medical condition. In that case, failure to declare these at the time of purchase will result in a 100% cancellation fee. 

D.4. Dietary Requirements

Some tour operators charge a fee if a client has special requirements, such as vegan, gluten allergy or lactose intolerance, to cater to a Client’s needs. We will try our best to communicate this during the booking process. New Zealand Expert is not liable if the Tour Operator decides to implement an extra fee if they find it necessary. 

D.5. For Excursions (Exclusive of Transfers / Pick-Up or Drop-Off)

You are responsible for making your way, at your own cost, to the location from which your tour or excursion is arranged to take place on the date and at the time scheduled. This will be noted on your confirmation and may be subject to change depending on the third-party provider’s terms and conditions.

D.6. Promotions
Discount vouchers can not be used if New Zealand Expert has already used an existing voucher or discount. The voucher holder is responsible for informing us in advance if they would like to use it before we send the quotation or price. 

D.7. Extra Costs

Many tours have extra costs, and you should know that these costs may be added. These expenses will differ for each Tour Operator, but some of the more usual extras are EMC Tax, Stinger suit Hire, Wetsuit Hire, Luggage storage, Sleeping Bag Hire, Linen Hire, National Park Fee, Food, Insurance, Accommodation, Equipment Hire, Petrol Levy of Public Holiday sub-charge.  We will alert you to extra costs to the extent reasonably practicable. However, you must also check with each Tour Operator when reconfirming your ticket.

• Booking Modifications

Any changes you wish to make on your booking is dependent on the availability, individual Tour Operators’ terms and New Zealand Expert’s terms.

E.1. Rebooking (Change of Dates)

If you wish to do a rebooking for the same tour and tour operator, you must organise it directly with the tour operator, and notify us about the changes as soon as possible. Individual terms for rebooking fees may apply.

E.2. Singular Booking

Minor changes, such as name corrections or contact information updates, may still be accommodated. 

For cancellations, please refer to clause B (General Refund Policy) under Cancellations and Refunds.

E.3. Multiple Bookings or Packages (more than 3 products in your booking)

If you wish to make changes to your itinerary for whatever reason, you are entitled to make one major change to your (confirmed) booking itinerary with an administration fee of $50 AUD, in addition to New Zealand Expert’s cancellation fees and Supplier fees.

However, after the initial major change, no further modifications to the itinerary will be allowed. 

A Major change is defined as a change of travel dates, destination, tours, etc.
A Minor change includes name corrections or contact information updates.

For groups of 3 pax or more, $100 AUD will be charged for one major change in the (confirmed) booking itinerary.

Any other changes that are not indicated under our terms are subject to approval. 

• Cancellations and Refunds

F.1. General Refund Policy

Refund policies vary for each Tour Operator, and we will strictly adhere to, follow, and implement their defined policies. 

Our cancellation fees apply in all cases where a tour can run, and you are absent (no-show). There are no refunds given in the event you do not attend, miss, or are late for the activity or services for any reason.

1. Cancellations made by You / Client 

In case the client cancels the booking for any reason, including natural disasters/force majeure/COVID-19 restrictions, the Client shall be aware and agree to abide by the cancellation policies and fees of New Zealand Expert and the tour operator.

As such, New Zealand Expert follows the following Cancellation Fees:

Between 365 days to 7 days prior to the date of the tour = 10% of the total booking price;

Within Seven (7) days prior to the date of the tour = 30% of the total booking price;

Within Forty Eight (48) hours prior to the date of the tour = 100% of the total booking price.

Travel Credit from cancellations made by the Client

If the tour is eligible for a FULL refund based on the Tour Operator’s terms and conditions, we can waive the cancellation fee on our end and use the total booking amount as credit to use for another tour or service. The credit is valid for 1 year. 

If the tour operator applies a cancellation fee, the remaining balance or amount left, can be used as a travel credit to waive New Zealand Expert’s cancellation fees. The credit is valid for 1 year. 

1. Cancellation by the Tour Operator 

If the Tour Operator cancels your trip and is no longer going ahead for any reason (except for natural disasters/force majeure), please notify and inform New Zealand Expert as soon as possible to discuss alternatives. Please be aware that we will endeavour to use the same policy you would have had when booking directly with the Tour Operator.

You will incur a 10% service charge fee in the following circumstances: 

1. The Tour Operator has not provided an alternative date or product, and no other options are available.
2. If the Tour Operator provided an alternative but you did not accept their offer.
3. If New Zealand Expert has provided an alternative, but you have decided to book through other platforms/agencies.

If you would like to waive the 10% cancellation fee, we can keep the total amount as credit in our system that will be valid for 1-year from the start of the cancelled tour. (non-transferable / non-refundable)

If the situation is applicable, we can provide a letter to help you claim with your travel insurance.

III. Cancellation by Tour Operator due to Natural Disasters / Force Majeure

Please note that cancellation and refund policies for natural disasters and force majeure vary for each region, state, and country.

In the case of Natural Disasters (e.g. floods, cyclones, and other disasters.), most tour operators do not offer any refunds; therefore, a refund by our service will not be provided unless otherwise required by law. We strongly recommend you take out appropriate Travel Insurance to cover this situation at the time of making your booking.

If the supplier allows for a full or partial refund, New Zealand Expert will apply a 10% from the total booking price to cover admin costs. 

Refund Processing Time

Whilst we usually attempt to process refunds swiftly, situations (such as natural disasters) may result in up to 7 days of processing time. By purchasing a cancellation insurance policy at the time of entry into these terms and conditions, you can reduce all risk of being subject to various fees and unexpected costs due to unforeseen circumstances and changes.

Note: We do not process refunds in cash. All payments will be made via an online bank platform. Credit card and other additional fees paid to us when making your booking are non-transferable or non-reimbursable, except as otherwise required by law.

F.2. Dive / Add on Activity Cancellation (Partial Refund) 

• Suppose you were refused to participate in a dive/activity booked on your behalf due to any pre-existing or existing medical condition. In that case, this will result in a 100% cancellation fee with no refund.

Important note about your Travel Credit with us:

When the situation applies that you are entitled to a full or partial credit refund. We will honour the following booking conditions:

– Your Credit is valid until (1) year from the date of confirmed cancellation
– Your Credit may be applied towards any other available offer with more or less the same value

– Your Credit is not  transferrable to another person or redeemable for cash

• Campervan / Car / Transport Rentals

G.1 Booking / Payment / Modifications

• We can only finalise and book any camper or car rental quote once you have paid a deposit or the total amount discussed. Once paid, we will send you the confirmation email. The remaining balance will be paid before pick-up, in advance, or on arrival, depending on each camper company’s conditions. All deposits and payments can be paid in AUS, USD, NZD, EURO or GBP.
• The Rental Company is responsible for providing the vehicle and fulfilling all obligations related to it. 
• We reserve the right to charge a service fee for processing bookings if applicable.
• The Client must meet the minimum age and license requirements as set by the Rental Company. An international driver’s permit (IDP) may be required for non-residents and foreign driver’s license holders with non-English texts.

G.3. Cancellations & Refunds 

• Cancellations, Refunds, or Partial Refunds, if applicable, will be processed according to the Rental Company’s policies and are subject to the following penalties stated in section F of our terms and conditions. 
• Non-refundable bookings cannot be refunded under any circumstances. 
• Please be informed that Refunds may take up to 12 weeks, depending on the Rental Company’s processing times. 

G.4.  Liability & Disclaimers 

• The Agent is not liable for delays, cancellations, vehicle breakdowns, or disruptions caused by the vehicle or product provided by the Rental Company. 
• The Agent shall not be liable for any force majeure events such as natural disasters, pandemics, strikes, or government restrictions affecting travel plans.
• Any complaints, disputes, or issues arising from the rental experience or the rental company’s product must be addressed directly to the Rental Company via direct communication, road service or customer service hotline and reported to the Agent within 24 hours.

G.5 Rental Responsibilities

• The Client is responsible for inspecting the vehicle before departure and reporting any damages. Any pre-existing damage must be noted in the rental agreement before the vehicle is driven. 
• Clients are strongly advised to take photos during pick up and upon returning the vehicle in excellent condition. If everything is not in working order, please reach out to the depot manager before starting your journey.
• The Client is financially liable for any damages, fines, or penalties incurred during the rental period.
• The Rental Company’s insurance policy will govern any claims for accidents or damage. The Client is advised to read and understand the terms of the policy and discuss this with the rental company before taking any action. 
• The Client acknowledges that the Rental Company reserves the right to impose additional charges for cleaning, late returns, fuel discrepancies, or other violations of rental conditions.

G.5. Rental Requirements 

• The Client must return the vehicle in the same condition as received, including the accessories that came with it, with the agreed fuel level and cleanliness.
• The Client is responsible for ensuring compliance with all traffic laws and regulations in New Zealand.
• Additional drivers must be registered with the Rental Company and may be subject to additional charges. 
• The Client must adhere to the Rental Company’s restrictions regarding permitted driving locations. (e.g., off-road driving, remote areas, ferry crossings, etc.). Failure to comply may result in fines that the renter should be financially liable for.
• The Client must follow all maintenance instructions provided by the Rental Company and it is important to report any mechanical issues immediately. 

G.6. Dispute Resolution

• Disputes shall be resolved under Dutch law for Agent-related matters and under New Zealandn law for Rental Company-related matters. 
• Alternative Dispute Resolution (ADR) or mediation may be used where applicable.

We aim to provide reliable and well-researched campervan options, ensuring high standards and quality. However, certain factors, such as third-party services or unforeseen circumstances, may be beyond our control. While we cannot guarantee a flawless experience every time, we take all feedback seriously and will always strive to address concerns fairly and transparently.

• Flights

H.1.  Booking & Payment Terms 

• All flight bookings are subject to availability and airline terms.
• The Client must provide accurate personal details as per their passport or official travel document. The Agent is not liable for errors in the provided information, and the Client must verify its accuracy before submission.
• Full payment is required before ticket issuance unless a partial payment is explicitly agreed upon.
• Prices may change until full payment is received. The Agent is not responsible for airline-imposed price fluctuations.
• The Agent may charge a service fee for processing bookings.

H.2. Cancellations & Refunds 

• Flight Cancellations follow airline policies and fare conditions.
• Refunds, if applicable, are processed per airline policies and may incur penalties.
• Non-refundable tickets cannot be refunded.
• Refund processing may take up to 12 weeks, depending on the airline.

H.3. Changes & Modifications 

• Changes to bookings are subject to airline policies and availability.
• The Client is responsible for any fare differences, penalties, and service fees related to modifications.
• Some airlines may not allow name changes; in such cases, a new ticket must be purchased, and refunds will not be issued.

H.4. Liability & Disclaimers 

• The Agent is not liable for delays, cancellations, reschedules, or disruptions caused by the airline.
• The Agent is not responsible for denied boarding due to overbooking, invalid travel documents, or failure to meet entry requirements.
• The Agent is not liable for any force majeure events such as natural disasters, pandemics, strikes, or government restrictions that affect travel plans. We strongly recommend that clients purchase travel insurance to cover these situations.

H.5. Travel Requirements & Responsibilities 

• The Client must ensure they meet all visa, passport, and health requirements before travel
• The Agent is not responsible for visa denials, passport issues, or health-related entry restrictions. 
• The Client should ensure that they understand and know the airline’s terms and conditions regarding baggage, check-in, and special requests. 
• The Client is strongly advised to purchase travel insurance to cover unforeseen circumstances.

H,6. Consumer Rights & Dispute Resolution 

• The Client is entitled to rights under EU Regulation 261/2004 regarding flight cancellations, delays, and denied boarding. 
• Complaints must be submitted in writing to the Agent within 48 hours after travel. 
• Disputes shall be resolved under Dutch law, and the parties agree to the jurisdiction of Dutch courts or the jurisdiction of the country where the Airline company is registered.
• Alternative Dispute Resolution (ADR) or mediation may be used where applicable.

H.7. Privacy & Data Protection 

• The Agent complies with the General Data Protection Regulation (GDPR) regarding the collection and processing of personal data.
• The Client’s personal data will only be used for booking and related travel services.

• Tour Operators

New Zealand Expert acts solely as a travel agency and an intermediary between the Client and the individual Tour Operators. We do not own, operate, or control any of the services provided by the Tour Operators, such as but not limited to tours, campervans, transportation, accommodation, or activities. We strive to provide our customers with the best experience possible within the bounds of law and within our inherent limitations. Upon accepting these Terms and Conditions, you acknowledge that we will not be made liable for any loss, expense, or damage that you may incur during any tour, travel, or accommodation. Furthermore, we are not liable for any force majeure or fortuitous events (i.e. typhoon, earthquake, etc.) that affects your tour, as well as for any changes, cancellation, delay or failure made by the Tour Operator, or even illness, injury, property damages, and other losses that occurs during the tour.

• Travel Insurance

We endorse the recommendation of the Department of Foreign Affairs and Trade that all travellers take out travel insurance. You are responsible for taking out insurance covering all liability you wish to be insured. We can provide information to you about travel insurance should you require it. It is your responsibility to purchase travel insurance to cover any liability incurred to us or a Tour Operator and other travel misadventures you wish to be insured against.

• Delays & Claims

We recommend that you take out insurance that includes cancellation insurance. If your flight is delayed or your bus cannot depart/is significantly delayed, causing you to miss your tour or activity, you can claim this back with your insurance. We recommend taking out insurance with a low deductible so that it is worth claiming the canceled tours. Please note that most insurance policies only cover tours and activities booked before your departure to New Zealand, not what was recently booked during your New Zealand trip.

• Prices

We endeavor to package the best value tours available at the best prices, and we will do our best to let you know if there is an extra fee to pay on arrival and what that fee will be.

• Payment in Terms / Instalment

By choosing to pay for your booking through By Terms, you must adhere to the following:

Payment Schedule, Communication, and Cancellation

1. The total amount will be paid in mutually agreed terms and schedule. If a payment is not received within (7) seven days of the due date and you have failed to rectify the situation, the entire remaining balance becomes non-refundable and non-transferable.
2. This means that no portion of the amount paid will be refunded, and you will not have the option to transfer the remaining balance to another product or service. 
3. It is your responsibility to promptly communicate any issues or concerns regarding payments. If extenuating circumstances affect the payment schedule, you must contact New Zealand Expert to discuss possible alternatives.
4. Cancellation of the installment plan before completing all payments will result in the forfeiture of all amounts paid.
5. The product or service will be provided once the full payment has been received.

• Passport, Visa Requirements & Driver License:

You are responsible for having a valid passport, visa, (international) driver’s license, and other immigration requirements for all transiting and stopover destinations applicable to your itinerary. You should confirm these with the relevant high commissions, embassies, and consulates. We do not accept any responsibility if you cannot travel due to not complying with any such requirements. Your passport must be valid for 6 months or more from your return date from New Zealand.

• Business Hours

Our regular business hours are from 9:00 am to 16:00 CET, Monday to Saturday. Our business hours may vary based on public holidays and specific periods of the year, such as the Christmas period.

Please note that we are closed on Sundays. We value our team members’ well-being and believe in providing them with a day of rest and rejuvenation. During this time, our services will be temporarily unavailable.

While our office is closed on Sundays, we are committed to providing exceptional service. You may still reach us via email at info@newzealandexpert.nl for non-urgent matters. We will try to respond to your inquiries promptly on the next business day.

• Emergency Assistance

Regarding travel emergencies on Sundays, please refer to the contact information of the Tour Operator provided in your travel documentation. Please be aware that the store hours and schedules vary for each Tour Operator. 

• Fairness & Commitment to Quality

We take feedback and concerns very seriously and are committed to promoting only high-quality and well-vetted tours. While we strive to research, assess, and recommend the best possible experiences, there are always a lot of factors that may be beyond our control. We will always make a fair and reasonable effort to investigate any issues that arise and address them to the best of our ability.

• Special Arrangements

Please get in touch with us in advance if you have specific scheduling needs or require assistance outside our regular business hours. We will make every effort to accommodate your requests whenever possible.

You agree to indemnify us from any loss, cost, claim, liability or expense (including legal or debt collection fees on a full indemnity basis) we incur from any Tour Operator as a result of, or arising out of, your breach of these Terms or the agreement between you and the Tour Operator.

You agree to adhere to the outlined Terms and Conditions by engaging in our services.

• Data Collection

New Zealand Expert is committed to protecting your personal data in accordance with applicable privacy laws, including the General Data Protection Regulation. By using our services, you agree to the collection, use, and processing of your personal data as outlined in our Privacy Policy.

• We collect personal information (such as name, contact details, and payment information) solely for booking and service purposes.
• Your data may be shared with tour operators and relevant third parties only to fulfill your booking.
• We do not sell, rent, or distribute your personal information to unauthorized parties.
• Reasonable security measures and operational security are in place to protect your data from unauthorized access or misuse.
• You have the right to access, correct, or request deletion of your personal data by contacting us.

• Intellectual Property

S.1. Ownership of Intellectual Property

All content, materials, and intellectual property displayed on or made available through the New Zealand Expert website and services, including but not limited to text, images, graphics, logos, trademarks, digital assets, software, and itineraries (collectively, the “Content”), are the exclusive property of New Zealand Expert or its licensors and are protected under applicable copyright, trademark, and other intellectual property laws.

No part of the Content may be copied, reproduced, distributed, modified, displayed, or otherwise used for commercial or public purposes without the express prior written consent of New Zealand Expert. Unauthorized use of any Content may result in legal action.

S.2. Customer Generated Content

By submitting, uploading, or otherwise providing any content, including but not limited to reviews, testimonials, photographs, or other materials (“User Content”), to New Zealand Expert, whether through the website, social media, email, or other communication channels, you grant New Zealand Expert a non-exclusive, worldwide, royalty-free, perpetual, irrevocable, and transferable license to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such User Content in any media or format now known or hereafter developed, including but not limited to marketing and promotional materials, social media, and website content.

By submitting User Content, you represent and warrant that:

• You own or have the necessary rights, licenses, and permissions to grant the license described above.
• The User Content does not infringe upon or violate any third-party intellectual property rights, privacy rights, or any applicable laws or regulations.
• The User Content does not contain offensive, defamatory, or unlawful material.

New Zealand Expert reserves the right, but is not obligated, to review, edit, or remove any User Content at its sole discretion. If you wish to request the removal of any User Content that you have submitted, you may contact us at info@newzealandexpert.nl, and we will assess such requests in accordance with our policies.

• Dispute Resolution

In case of dispute regarding the booking process or any service provided directly by New Zealand Expert, you shall submit to us your concern in writing or via email within 24-hours when the situation arises. New Zealand Expert will review such formal complaints and will ensure to make reasonable efforts to resolve the dispute in a timely manner.

In case of dispute relating to tours, campervan, accommodation or other services provided directly by the Tour Operator, you or the client must contact the Tour Operator directly, as they are responsible for execution of the service.

In the event of a dispute that cannot be resolved through direct communication, both parties agree to first attempt mediation or negotiation before pursuing legal action. If mediation fails, disputes shall be resolved under the governing law specified in these Terms & Conditions.

Any legal claims must be filed within 14 days from the date of the disputed service.

• Governing Law

These Terms and Conditions are governed by and interpreted in accordance with the laws of The Netherlands. Any dispute arising from or relating to these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts in Groningen, Netherlands.

• Acceptance of Terms

By accessing, using, or making a booking through New Zealand Expert, you acknowledge and agree that you have read, understood, and accepted these Terms & Conditions in their entirety. Your continued use of our website or services constitutes your acceptance of these Terms, including any modifications or updates that may be made from time to time.

If you do not agree to be bound by these Terms, you must discontinue use of our website and services immediately