These Terms and Conditions apply to all bookings made with Altitude Tours Ltd trading as Altitude Tours, a New Zealand-owned business based in Queenstown, New Zealand. By making a booking with us, you agree to these Terms and Conditions.

1. Bookings and Payment

1.1 Booking confirmation

All bookings are subject to availability and acceptance by Altitude Tours. A booking is only confirmed once full payment has been received and we have issued a confirmation email to you.

1.2 Payment

Unless otherwise agreed in writing, full payment is required at the time of booking. All prices are charged in New Zealand dollars.

1.3 Booking details

It is your responsibility to check your booking confirmation carefully, including passenger names, travel date, pickup details, and any add-ons. Please contact us as soon as possible if any details are incorrect.

1.4 Card statement

The name that may appear on your credit card or bank statement is Altitude Tours or Altitude Tours Ltd.

1.5 Pricing and website errors

We reserve the right to correct any pricing, product description, availability, or website errors at any time before a booking is confirmed. If this affects your booking, we will contact you and give you the option to proceed with the corrected details or receive a full refund.

1.6 Special requirements

Please let us know before booking if any traveller has mobility limitations, medical conditions, dietary requirements, or any other special needs that may affect participation in a tour. We will do our best to advise whether the experience is suitable.

2. Customer Responsibilities

2.1 Fitness to participate

You are responsible for ensuring that you, and anyone included in your booking, are physically and medically fit to participate in the booked experience.

2.2 Following guide and driver instructions

For the safety and comfort of all guests, you agree to follow the instructions of Altitude Tours staff, drivers, guides, and any third-party operator involved in your booking.

2.3 Behaviour

We reserve the right to refuse participation or remove any guest from a tour if their behaviour is unsafe, disruptive, abusive, intoxicated, or likely to negatively affect the safety or enjoyment of others. In these cases, no refund will be provided.

2.4 Arrival and no-shows

Guests must be ready at the confirmed pickup location and time. If you miss your departure, are not ready at the scheduled pickup time, or do not arrive for your tour, this will be treated as a no-show and no refund will be payable.

3. Changes, Cancellations and Refunds

3.1 Changes or cancellations requested by you

Any request to change or cancel a booking must be made by phone or email and must be acknowledged by Altitude Tours.

3.2 Standard daily tours excluding Milford Sound Business Class

For standard daily tours, cancellations made more than 48 hours before the scheduled departure time will receive a full refund. Cancellations made within 48 hours of departure are non-refundable.

3.3 Group bookings and private charters excluding Milford Sound Business Class

For group bookings and private charters:

  • cancellations made more than 7 days before departure will receive a full refund
  • cancellations made between 7 days and 48 hours before departure will receive a 50% refund
  • cancellations made within 48 hours of departure, or no-shows on the day, are non-refundable
3.4 Milford Sound Business Class

The Milford Sound Business Class experience is operated in conjunction with RealNZ and is subject to a separate cancellation policy.

For standard Milford Sound Business Class bookings:

  • cancellations made more than 48 hours before departure will receive a full refund
  • cancellations made within 48 hours of departure are non-refundable

For groups of more than 10 people booked through an agent, or for conference and incentive groups:

  • cancellations made 7 days or more before departure will receive a full refund
  • cancellations made from 6 days to 24 hours before departure will receive a 50% refund
  • cancellations made within 24 hours of departure are non-refundable
3.5 Bookings made through agents, resellers and online travel agents (OTAs)

Where your booking is made through a travel agent, reseller, online travel agent, booking platform, marketplace, concierge, hotel desk, or any other third-party seller, that third party may apply its own booking terms, cancellation terms, change fees, processing fees, and refund procedures in addition to these Terms and Conditions.

Where a booking has been made through a third party, any request to cancel, amend, or obtain a refund should first be made through the original booking agent or platform, unless Altitude Tours advises otherwise.

Altitude Tours is not responsible for any separate service fees, commissions, foreign exchange charges, merchant fees, booking fees, or administration fees charged by an agent, reseller, or OTA.

Altitude Tours is not responsible for errors, omissions, pricing discrepancies, product descriptions, inclusions, or representations published by a third-party seller that have not been supplied or confirmed by Altitude Tours.

Where Altitude Tours cancels a tour or is unable to deliver the booked service, any refund payable by Altitude Tours will be limited to the amount received by Altitude Tours for that booking, except where a greater remedy is required under applicable law.

3.6 Change and Cancellation Protection (CCP)

Where available, Change and Cancellation Protection can be purchased at the time of booking only and cannot be added after checkout. CCP is non-refundable.

If CCP has been purchased, and you contact us by 6:00pm on the day before departure, you may:

  • move your booking to another available date
  • transfer the booking value to another eligible Altitude Tours small group experience

If you choose to cancel your booking completely, CCP allows you to claim a 75% refund of the tour price paid for the eligible booking. The CCP fee itself is non-refundable.

CCP is not travel insurance and does not cover flights, accommodation, transport costs, missed connections, or any other out-of-pocket expenses.

3.7 If Altitude Tours cancels or changes a tour

We reserve the right to cancel, amend, delay, shorten, substitute, or reschedule any tour due to weather conditions, road closures, safety concerns, natural events, supplier issues, insufficient numbers, operational requirements, or other circumstances beyond our reasonable control.

If we cancel a tour and are unable to offer you a suitable alternative date or product, we will refund the affected portion of the booking. Refunds are limited to the amount paid to Altitude Tours for the affected service.

3.8 Third-party extras and add-ons

Some tours may include optional extras or add-ons operated by third-party providers, including but not limited to scenic flights, helicopter flights, jet boat rides, heli-hikes, or similar activities.

If a third-party extra is cancelled but the main Altitude Tours experience still operates, you will receive a refund for the cancelled third-party component only. The core tour will continue as booked, and the standard cancellation policy will still apply to the main tour.

Altitude Tours is not responsible for the acts, omissions, cancellations, timetable changes, or service failures of third-party operators, except where liability cannot be excluded by law.

3.9 Travel restrictions and extraordinary circumstances

If you are unable to attend your tour due to government-imposed travel restrictions, border restrictions, or other extraordinary circumstances outside your control, and the booking falls within a non-refundable period, we may, at our discretion, offer a credit valid for 12 months instead of a cash refund.

Nothing in this clause limits any rights you may have under applicable law.

4. Refund Processing

4.1 Refund method

Approved refunds will usually be returned to the original payment method used at the time of booking, unless otherwise agreed.

4.2 Processing time

Refund processing times may vary depending on your bank, card provider, or payment platform.

5. Health, Safety and Risk

5.1 Inherent risk

Some experiences involve outdoor activity, mountain roads, changing weather, water-based travel, remote locations, or third-party adventure components. By participating, you acknowledge that these experiences may involve inherent risks that cannot be completely eliminated.

5.2 Personal responsibility

You are responsible for taking reasonable care for your own safety and the safety of anyone included in your booking.

5.3 Medical conditions

You must let us know before travel if you have any medical condition, injury, disability, or other issue that may affect your ability to safely participate in the tour.

6. Liability

6.1 Consumer rights

Nothing in these Terms and Conditions excludes, restricts, or modifies any rights or remedies you may have under New Zealand consumer law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, where those rights cannot lawfully be excluded.

6.2 Limitation of liability

To the maximum extent permitted by law, Altitude Tours is not liable for any indirect, consequential, incidental, or special loss, including loss of enjoyment, loss of opportunity, accommodation costs, transport costs, missed connections, or other out-of-pocket expenses arising from delays, cancellations, rescheduling, weather events, road closures, or third-party supplier failure.

6.3 Maximum liability

To the maximum extent permitted by law, Altitude Tours’ total liability in relation to any claim arising out of a booking or tour is limited to the amount paid by you to Altitude Tours for the relevant booking.

6.4 Third-party operators

Where part of your booking is delivered by a third-party operator, that operator may also have its own terms, conditions, and limitations of liability, which will apply in addition to these Terms and Conditions.

7. Photography and Marketing

7.1 Photography and video

We may take photographs or video during tours for operational, safety, or promotional purposes. By participating, you agree that images or footage in which you may appear may be used by Altitude Tours for marketing and promotional purposes, unless you let us know before the tour that you do not wish to be photographed or filmed.

8. Privacy

8.1 Personal information

We collect, use, store, and disclose personal information for purposes connected with processing bookings, delivering tours, customer support, payment handling, operational safety, fraud prevention, legal compliance, and marketing where permitted by law.

8.2 Privacy compliance

We handle personal information in accordance with applicable New Zealand privacy laws.

8.3 Sharing information

We may share relevant personal information with service providers and operators involved in delivering your booking, including payment providers, reservation systems, transport providers, and third-party operators such as RealNZ where required for your booked experience.

8.4 Marketing communications

If you opt in, or where otherwise permitted by law, we may send you promotional communications. You can unsubscribe at any time.

8.5 Access and correction

You may request access to, or correction of, your personal information by contacting us directly.

9. Cookies and Website Use

9.1 Cookies

Our website may use cookies and similar technologies to operate the site, remember preferences, improve user experience, measure website performance, and support advertising and remarketing.

9.2 Third-party tools

We may use third-party services such as analytics, advertising platforms, live chat tools, booking systems, and payment providers that collect data through cookies or similar technologies in accordance with their own privacy policies.

9.3 Browser settings

You can control cookies through your browser settings. Please note that disabling cookies may affect website functionality.

10. Force Majeure

10.1 Events beyond our control

Altitude Tours is not liable for any failure or delay in performing its obligations where that failure or delay is caused by events beyond our reasonable control, including but not limited to severe weather, natural disasters, road closures, strikes, accidents, pandemics, government restrictions, supplier failure, or other force majeure events.

11. Governing Law

11.1 Applicable law

These Terms and Conditions are governed by the laws of New Zealand. Any disputes arising in connection with these Terms and Conditions will be subject to the non-exclusive jurisdiction of the New Zealand courts.

12. Updates to These Terms

12.1 Changes to these Terms

We may update these Terms and Conditions from time to time. The version published on our website at the time of booking will apply to that booking, unless otherwise required by law.

13. Contact Us

13.1 Contact details

Altitude Tours Ltd

75-83 Gorge Road

Queenstown, New Zealand

Email: [email protected]

Tel: (+64) 3 441 4788