If you are needing to cancel your shuttle please ensure you let us know at least 2 days prior so that a refund can be issued. We do not refund the booking fee. If you cancel the day before the trip or on the morning of the trip there is no refund. It is your responsibility to ensure that you have booked the correct day and time. If you accidentally book the wrong day and do not turn up, there is no refund for this.
If we need to cancel due to poor or unsafe weather conditions on the Tongariro Alpine Crossing or any other reason, we offer a refund or transfer to another day. You must email the office to request refund or transfer. We reserve the right to change pick up times to maximise efficiency or to make the most of the weather. Please check emails to ensure you receive messages about any change we need to make to your booking.
Where you are entitled to a refund, the refund will be made to the same credit card that you used to confirm the booking. For amendments of bookings, a refund or additional charges may apply depending on the nature of the booking amendment. There is no extra charge for changing the date of your bookings as long as it is at least two days prior to your trip or as a result of poor weather.
No refunds or credits will be provided if you fail to check in by the agreed time. Make sure you are waiting at your pick up point, outside and visible, well before departure time. Follow our instructions that we give you to make sure you are in the right place at the right time. Email for clarification as soon as you book if needed. There is not great phone coverage in the morning near the mountain. Our office is not open at that time and the drivers do not answer phones when driving. So you need to be confident with where you are going before the morning.
You have booked a date and pick up location only. You MUST check your emails the day before in case there is any reason we need to communicate with you.
Please prepare yourself for conditions on the Tongariro Alpine Crossing adequately. Check our weather advice on our weather page the day before your trip.
We go by and share a Met Service weather report. We do not take responsibility for a change in the forecast and no refunds will be given if this happens. We do cancel if we think the weather is not safe or suitable.
E-mail: [email protected]
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