Tū Māia Tours Limited

Terms and Conditions

Welcome to Tū Māia Tours (“Tū Māia”, “we”, “us”, or “our”). By booking or participating in any of our guided tours or cultural experiences, you (“the Guest”, “Customer”, or “Participant”) agree to be bound by the following Terms and Conditions. Please read them carefully before completing your booking.

1. Booking and Payment

• Confirmation: A booking is considered confirmed only upon receipt of full payment (or an agreed deposit) and the issuance of a written booking confirmation from Tū Māia.
• Pricing: All prices are quoted in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) unless explicitly stated otherwise. We reserve the right to alter pricing prior to booking confirmation.
• Group & Custom Bookings: Group bookings or customized charter tours may require a non-refundable deposit at the time of booking, with the balance due no later than 7 days prior to the scheduled tour date.

2. Booking Window, Cancellation, and Refund Policy

• Booking Cutoff: Standard bookings are accepted up to 6 to 12 hours prior to scheduled tour departure times, depending on the specific tour.
• Short-Notice Bookings: Any booking placed within 24 hours of tour commencement falls inside our late-cancellation window. These bookings are final and non-refundable upon confirmation.

Cancellations must be submitted in writing via email. Refunds are issued based on the time notice is received prior to scheduled departure:

Cancellations by Tū Māia

• Safety: We reserve the right to cancel or reschedule tours due to severe weather conditions, safety risks, unexpected natural events, or circumstances beyond our reasonable control.
• Refund on Cancellation: If Tū Māia cancels a tour prior to departure due to weather or operational reasons, you will be offered a full refund or the option to reschedule to another available date. Tū Māia is not responsible for secondary expenses incurred by guests (e.g., travel or accommodation costs).

3. Health, Fitness, and Participant Responsibilities

• Physical Requirements: Tours involve sustained outdoor activity on varied terrain (paved streets, gravel paths, uneven ground, and outdoor environments). Participants are responsible for ensuring they possess a suitable level of fitness and mobility for their booked experience.
• Medical Disclosures: Guests must inform Tū Māia prior to departure of any pre-existing medical conditions, mobility restrictions, severe allergies, or health concerns that may impact their ability to participate safely.
• Footwear & Attire: Guests must wear comfortable, enclosed footwear and bring suitable weather-appropriate clothing (e.g., waterproof jacket, sun protection, warm layers). Tū Māia reserves the right to refuse participation if a guest is inadequately equipped for safety.

4. Route and Itinerary Modifications

• Adaptive Itineraries: While we make every effort to follow published routes and schedules, Tū Māia reserves the right to modify tour routes, stops, or timings without prior notice to ensure safety, account for local road/path closures, or respect cultural events and marae protocols.

5. Cultural Protocols, Photography, and Conduct

• Cultural Respect: Our tours share cultural heritage, storytelling, and visits to culturally significant sites (including marae and wāhi tapu). Guests are expected to follow all cultural protocols and guides' instructions at all times.
• Behavior: Disruptive, abusive, or dangerous behavior, or attendance under the influence of alcohol or non-prescription drugs, will not be tolerated. Tū Māia reserves the right to terminate a guest's participation immediately without refund under these circumstances.
• Photography & Media:
  • Photography for personal, non-commercial use is generally welcomed, except where explicit restrictions are announced by your guide (e.g., inside specific sacred spaces or marae protocol areas).
  • Tū Māia may occasionally take promotional photos or video during tours. By participating, you grant permission for non-identifying or group imagery to be used in marketing unless you explicitly opt out prior to departure.

6. Liability and Consumer Guarantees

• Health and Safety at Work Act 2015: Tū Māia maintains comprehensive safety management procedures to manage operational risks. Participants must adhere to all safety briefings and instructions given by tour guides.
• Accident Compensation Scheme (ACC): Under New Zealand law, personal injury claims are governed by the Accident Compensation Corporation (ACC) scheme. Tū Māia holds no liability for personal injury covered by ACC.
• Limitation of Liability: To the maximum extent permitted by New Zealand law, Tū Māia, its employees, and directors shall not be liable for any loss, damage, delay, or expense resulting from personal injury, loss of personal property, or travel delays beyond our direct control.
• Consumer Guarantees Act 1993: Nothing in these terms excludes or limits rights under the New Zealand Consumer Guarantees Act 1993, except where bookings are made for business purposes.

7. Personal Belongings

• Guests are solely responsible for the care and safety of their personal items, bags, electronics, and valuables during the tour. Tū Māia accepts no responsibility for lost, stolen, or damaged property.

8. Governing Law

• These Terms and Conditions are governed by and construed in accordance with the laws of New Zealand. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the New Zealand courts.