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Our Cancellation Policy


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 reserve the right to change pick up times to maximize efficiency or to make the most of the weather.  Please check emails to ensure you receive messages about any change in pick up time or weather information and cancelation.

There is a minimum of 10 to confirm Taupo goes ahead.  Therefore a cancelation effects other travelers.  Transferring your booking to another day can only be approved if it does not effect the status of the trip you originally booked.

If we need to cancel due to poor or unsafe weather conditions on the Tongariro Alpine Crossing or any other reason, we offer a transfer on your ticket to another day that suits you or you can cancel for a refund. You must email the office for this refund or transfer to occur. 

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, additional charges, or a refund, charges may apply depending on the nature of the booking amendment.


No refunds or credits will be provided if you fail to advise any amendments to the booking or fail to report at the venue of the operator with the appropriate vouchers issued for that booking on the day and/or time booked. Make sure you are waiting at your pick up point, outside and visible, well before departure time. Follow these instructions for Ketetahi parking and pick up.  There is not great phone coverage in the morning near Ketetahi.  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 try to cancel if we think the weather is not safe or suitable.