CHILLI TOURS TERMS AND CONDITIONS
(Effective Date: 26/09/25)
These Terms and Conditions ("T&Cs") form the contract between you (the "Client" or "Passenger") and Chilli Tours. All bookings are subject to these T&Cs and New Zealand law.
1. Booking, Payment, and Cancellation
1.1. Deposit: A non-refundable deposit of 15% of the total tour price is required at the time of booking to secure your reservation.
1.2. Balance Payment: The remaining balance is due 30 days prior to the scheduled tour start date. Failure to pay by this deadline will be treated as a cancellation by you, and Section 2 fees will apply. 1.3. Departure Confirmation: The Client is responsible for confirming their final start date and pick-up location with Chilli Tours no less than 7 days prior to the scheduled departure by emailing [Insert Reservations Email]. 1.4. Tour Operation Guarantee: In the unlikely event that we cannot meet our required operation numbers, any deposit paid will be refunded to you in full (minus only the credit card processing fees retained by third-party processors).
2. Cancellation Policy (Liquidated Damages)
Cancellations incur costs due to committed payments for suppliers. The following cancellation fees are a genuine pre-estimate of the loss we incur and are not a penalty. They are deducted from the total tour price:
More than 30 days prior to departure: 15% of the total tour price (forfeiture of the non-refundable deposit).
7 – 29 days prior to departure: 50% of the total tour price.
Less than 7 days prior to departure: 100% of the total tour price.
2.1. Refunds: Where a refund is due, it will be processed, minus any credit card processing fees retained by the payment gateway (Stripe).
3. Our Role and Limitation of Liability
3.1. Agent Status: Chilli Tours acts as an organiser and agent for services provided by third-party suppliers (accommodation, activities, transport hire). We are not a common carrier or the direct provider of most services.
3.2. Third-Party Liability Disclaimer: Your booking is subject to the T&Cs of third-party suppliers. You agree that Chilli Tours is not liable or responsible for any loss, damage, injury, death, or expense arising from the acts, omissions, negligence, or default of any third-party supplier. Your legal rights in connection with their services are against the specific supplier.
4. Health, Insurance, and Assumption of Risk
4.1. Mandatory Travel Insurance: Travel insurance is compulsory and must cover, at a minimum: medical expenses and emergency repatriation. The Client must carry proof and present it upon request. Failure to provide proof of adequate cover may result in immediate cancellation without refund.
4.2. Fitness Requirements: The tour requires an average fitness level for light walking and travel. Participation in optional challenging activities requires an above-average fitness level and is at your own risk.
4.3. Sickness and Injury: While all reasonable care is taken, Chilli Tours accepts no liability for sickness or injury sustained during your trip.
5. Tour Details and Included Services
5.1. Tour Itineraries: Details of tour inclusions and endpoints are outlined in the respective tour description.
5.2. Optional/Third-Party Activities: Chilli Tours acts solely as a facilitator for recommendations of optional paid activities. Any arrangement, payment, risk, and liability related to these optional activities are directly between you and the third-party provider.
5.3. Published Information and Itinerary Changes: Events beyond our control (e.g., weather, road closures, operational necessity) may require changes to departure times or itineraries. We are not liable for resulting costs or losses (e.g., missed flights). New information published online replaces older materials.
5.4. Included Activities Guarantee and Substitution: If an included activity or service cannot be provided due to reasons outside of our control (e.g., supplier cancellation, capacity, weather), Chilli Tours will provide a suitable alternative service or activity of comparable or equivalent value. No cash refund will be provided if an equivalent alternative is accepted.
6. Accommodation and Flexibility
6.1. Accommodation Type and Dorm Allocation: Multi-share accommodation is based on current availability with our third-party providers. The Client accepts that, due to operational necessity or peak season demand, allocation to a mixed-gender dormitory or a room that includes individuals not travelling with Chilli Tours may occur. All accommodation providers adhere to strict safety protocols.
6.2. Accommodation Location and Itinerary Flexibility: If accommodation in a specific destination is fully booked or inaccessible for reasons outside of our control, Chilli Tours reserves the right to source alternative accommodation in a nearby named area not explicitly listed on the original itinerary. We will ensure the alternative location maintains the core experience of the tour.
7. Passenger Conduct and Luggage
7.1. Conduct and Guide Authority: You must follow all instructions given by the Chilli Tours guide. If you are removed from the tour for any breach of conduct (including abuse or illegal drug use), you are solely responsible for all costs and arrangements related to your onward travel and accommodation and will not receive a refund.
7.2. Luggage and Property: Each passenger is allowed one main bag (maximum 20kg) plus one small daypack. Chilli Tours accepts no responsibility for the loss, damage, or theft of personal possessions or luggage.
7.3. Photography Consent: You consent to Chilli Tours using photographs and videos taken of you during the trip for promotional purposes unless you clearly notify the Chilli Tours guide at the start of the tour or contact the office via email to opt-out.
8. Force Majeure and External Events
8.1. External Events: Chilli Tours is not liable for any costs or losses due to events beyond our reasonable control that prevent us from operating or completing the tour. External Events include, but are not limited to: natural disasters, public health emergencies (pandemics), civil unrest, or major infrastructure failures.
8.2. Response to External Events: Where an External Event prevents us from operating all or part of a trip, we will offer an alternative date or a refund (pro-rata if partial). Travel insurance must cover any additional disruption, cancellation, or costs caused by these events.
9. Disputes and Applicable Law
9.1. Dispute Resolution Timeline: Issues during travel should be raised immediately with your Guide. Any complaints arising after the tour must be submitted via email to hello@chillitoursnz.com within 30 days of the tour completion date; claims received after this period will not be considered.
9.2. Applicable Law: This contract is governed by and construed in accordance with the laws of New Zealand. All legal proceedings must be brought in the courts of New Zealand, which shall have exclusive jurisdiction.
9.3. Visas and Travel Documents: You are responsible for carrying a valid passport and all necessary visas for New Zealand travel.
