Bookings, Cancellations and Refunds Policy

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This Policy should be read in conjunction with our General Terms and Conditions. Te Puia offers a range of products and services available both on-site and through our website www.tepuia.com. Bookings can be made by phone, email or online. Once your booking is complete, cancellations, changes and refunds cannot be made online. Please contact us directly if you wish to make any changes, cancellations or requests for refunds.

Collection of Information

We collect information voluntarily provided by you to process transactions through e-mail reservations, website reservations and sales, telephone, application forms, questionnaires, competitions, customer feedback forms, correspondence, or in-person contact. This information is governed by our Privacy Policy, which should be read in conjunction with this policy.

Price

This website contains price information, which is shown in New Zealand dollars (NZD) unless otherwise specified. All purchases made on this website will be charged in NZD at the bank exchange rate of the day. Prices include Goods and Services Tax. We accept all major credit cards, including Visa, MasterCard, American Express, and Alipay. A credit card fee of 2.5% will be charged when paying by credit card.

Changes to Bookings

Amendments to your booking must be made by phone or email at least 48 hours before the pre-booked time. Our experiences can book out well in advance, so we recommend making any necessary changes as soon as possible. Please note that amendments are subject to availability. If your preferred time or date is unavailable and you wish to cancel your booking, our cancellation policy applies.​​

Cancellation Policy

Cancellations or changes to your booking must be made by phone or email at least 48 hours before the booked experience, or 72 hours prior for groups of 10 or more. Cancellations made more than 48 hours (or 72 hours for groups) in advance are refundable. Cancellations made within 48 hours (or 72 hours for groups) of the booked experience are non-refundable.

Cancellations or Changes by the Operator

Te Puia reserves the right to cancel bookings due to health and safety concerns, weather conditions, or unforeseen events or circumstances. If your experience is cancelled by the operator, you will be entitled to a full refund of your purchase.

Missed Tours or Late Arrivals

All visitors must check in at least 15 minutes before their pre-booked time. If you are late or miss your scheduled time, your ticket(s) will be forfeited and are non-refundable. While we will try to accommodate you on a later experience, this is subject to availability.

Refunds

All purchases on this website are non-refundable, except as specified in the cancellation policy detailed above. Refunds are issued in NZD and are subject to currency exchange rate fluctuations. If a cancellation qualifies for a refund, the amount will be credited to the card used for the original booking. Bookings made with a voucher are not eligible for a refund.

Contact Details

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

Te Puia, Hemo Road, PO Box 334, Rotorua, New Zealand