Cancellations and Refunds Policy


This Policy should be read in conjunction with our General Terms and Conditions. Please read this policy carefully. Te Puia offers a range of products and services available on site or on our website Bookings can be made by phone, email, fax or online. Cancellations, changes and refunds can not be made online once your booking has been completed. Please contact us directly if you wish to make a cancellation, change or request for a refund.

Collection of Information

We collect information provided by you voluntarily to process any transactions you might make through e-mail reservations, website reservations and sales, telephone, fax, application forms, questionnaires, competitions, customer feedback forms, correspondence or contact in person. Our Privacy Policy governs this information and should be read in conjunction with this policy.


This website contains price information. The price advertised may not be the same price charged to your credit card account due to exchange rate fluctuations. This means that because we are based in New Zealand, we have to convert your purchase to New Zealand dollars at the exchange rate on the day it is processed. So if you make a purchase on this website, you will always be charged the equivalent in New Zealand dollars at the bank exchange rate of the day.

Online Payment

We accept online payment by Visa, MasterCard and American Express only. All prices are in New Zealand dollars and include New Zealand Goods and Services Tax of 15%.


Unless otherwise specified, all products and services booked and paid for by cash, cheque, direct credits or credit cards are non-refundable. If refund is due, we reserve the right to make a refund in the same manner and the same currency used to pay for your purchases. To process your refund, if due, you will need to provide your contact and bank account details. Please refer to our Privacy Policy regarding the collection, storage and use of personal information.


You may cancel your bookings at any time prior to making full payment without any penalty, unless otherwise specified. If you cancel your bookings after making full payment, our refund policy applies. If cancellation is allowed, notification is required 24 hours prior to arrival. Failure to do so may result in a 50% penalty fee of total costs. In the case of unexpected events or for visitor safety reasons, Te Puia can not be held accountable to the unavailability of any products or services. We will, however, take reasonable steps to keep you informed.


Changes to the date and time of your product and services bookings are allowed prior to your arrival. You may also be able to change to a different product or service. If these result to an increase in price you will have to pay the difference between the original price and the new price. However, if these result in a decrease in price, you may be eligible for a refund. All changes are subject to availability.

Contact Details

If you have any questions about our terms please contact us at:

Te Puia, Hemo Road, P O Box 334, Rotorua, New Zealand

Covid-19 Policy

As per COVID-19 Protection Framework guidance, Te Puia is doing it’s part in to minimize the spread of covid 19. We are committed to keeping our visitors, our staff, and our community safe.

If you are feeling ill or presenting with symptoms of a cough, a high temperature (at least 38°C), or shortness of breath please stay home and seek advice from Healthline 0800 358 5453.

Te Puia has robust COVID-19 policies in place which include; staff staying home if unwell, smaller socially distanced groups on guided experiences, regular cleaning of communal areas, social distancing in dining areas, and sanitizing stations at key points of entry.

Please call 07 348 9047 or email [email protected] with any queries and we will be in touch as soon as possible.