Terms & Conditions

1. Your Agreement With Us

Your booking is governed by these Terms and Conditions and the Booking Confirmation issued to you by Your NZ Concierge. Together, these documents form the agreement between you and Your NZ Concierge.

By asking us to provide Services, accepting a Booking Confirmation or making payment to us, you acknowledge that you have read and agree to these Terms.

If there is any inconsistency between these Terms and your Booking Confirmation, the Booking Confirmation will take priority.

2. Our Services

Your NZ Concierge provides luxury travel planning, private journey design, concierge and destination management services, primarily within New Zealand.

Our Services may include:

• personalised itinerary design and planning;
• travel coordination and destination management;
• concierge assistance before and during travel;
• accommodation reservations;
• restaurant reservations;
• activities, private experiences and events;
• guides and specialist providers;
• transport coordination;
• private driver and touring arrangements;
• helicopter, cruise, golf and other specialist experiences; and
• other travel-related services agreed with you in writing.

Together these are referred to as the Services.

3. Planning Your Journey

Before a full journey is confirmed, we may undertake preliminary planning including:

• itinerary design;
• destination and travel research;
• availability enquiries;
• supplier enquiries;
• journey scoping;
• preparation of recommendations and proposals; and
• preliminary coordination of your journey.

These are referred to as Planning Services.

Where a Planning Fee applies, we will tell you the applicable fee before commencing detailed planning services. No Planning Fee is required to submit an enquiry, receive initial guidance, receive indicative pricing, or participate in an invited 20-minute introductory conversation.

Planning Fee

• A Planning Fee is payable before we commence detailed itinerary design work.
• Once detailed planning work has commenced, the Planning Fee is non-refundable because it represents professional services already performed.
• Where you confirm your journey, the Planning Fee is credited in full towards your confirmed Journey Price in accordance with the booking arrangements.
• A Planning Fee is not required to submit an enquiry, receive initial guidance, receive indicative pricing, or participate in an invited 20-minute introductory conversation.

4. Confirming Your Booking

A booking is not confirmed until:

• we have issued you with a Booking Confirmation;
• you have accepted the Booking Confirmation; and
• the required booking payment or other payment has been received by us.

You are responsible for carefully reviewing your Booking Confirmation and telling us promptly if any information is incorrect or does not meet your requirements.

Prices, availability and Supplier arrangements cannot be guaranteed until the required payment has been received and the relevant booking has been secured.

5. Third-Party Suppliers

Your journey may include Services provided by independent third-party suppliers including hotels, luxury lodges, transport operators, guides, activity providers, restaurants, airlines, cruise operators and other travel businesses (Suppliers).

Depending on the particular Service, Your NZ Concierge may act in one of several capacities.

Acting as your agent

We may arrange, reserve or book Services with a Supplier on your behalf.

In these circumstances, the contract for those Supplier Services is between you and the Supplier.

You authorise us, where reasonably necessary, to:

• make reservations on your behalf;
• provide relevant traveller information to Suppliers;
• communicate with Suppliers on your behalf;
• communicate or accept usual Supplier booking requirements where reasonably necessary to secure or manage your booking; and
• make payments to Suppliers using funds received from you.

Acting as a coordinator or facilitator

We may recommend, arrange or coordinate a Service that you ultimately book or contract for directly with a Supplier.

In these circumstances, your contract for that Service is directly with the Supplier.

We are responsible for exercising reasonable care and skill in arranging, recommending or coordinating that Service, but we are not responsible for the Supplier's performance of its own Services.

Acting as principal

In some circumstances, Your NZ Concierge may contract directly with a Supplier or subcontractor and provide, package or on-charge the relevant Service to you.

Where we act as principal, we are responsible for providing that Service in accordance with these Terms and your Booking Confirmation.

We may use approved Suppliers, contractors, subcontractors or other service providers to perform some or all of that Service.

Supplier Terms

Supplier Services remain subject to the relevant Supplier's:

• booking conditions;
• deposit requirements;
• cancellation policies;
• amendment conditions;
• operating requirements; and
• other applicable terms.

You and all travellers included within your booking are responsible for complying with applicable Supplier requirements.

Where a Supplier has a material cancellation, deposit or payment condition that is more restrictive than our standard terms, we will advise you where reasonably practicable in connection with your booking.

6. Pricing and Payment

The price of your Services will be stated in your proposal and/or Booking Confirmation.

Unless otherwise stated, prices are quoted in New Zealand dollars and include GST where applicable.

If you request alterations after planning or booking has commenced, additional charges may apply.

We will advise you of any material additional charges where reasonably practicable before proceeding.

Booking Payment

• An initial Booking Payment normally starts from 30% of the total Journey Price, but may be higher or may require full payment depending on supplier commitments and proximity to travel.
• Where a Planning Fee has been paid and your journey is confirmed, the Planning Fee is credited in full towards your Journey Price in accordance with the booking arrangements.
• Payment of your booking payment allows us to commence confirming and committing the arrangements forming part of your journey.
• Cancellation charges are governed separately by our cancellation schedule, supplier conditions and exceptional-circumstances provisions, as set out in section 8 below.

Final Balance

The remaining balance must be paid by the date specified in your Booking Confirmation.

Some journeys or Supplier bookings may require:

• earlier payment;
• full payment at the time of confirmation; or
• additional deposits.

This is particularly likely where travel is booked close to the commencement date or where Suppliers impose their own payment requirements.

Payment Processing Fees

• Where a credit or debit card processing fee applies, this will be disclosed before payment.
• Unless a different Supplier-specific payment arrangement applies, our current card processing surcharge is 2%.

Supplier Payments

Where we act as your agent, amounts paid to us for Supplier Services may be collected, held or administered by us on behalf of the Supplier or for the purpose of managing your Booking Confirmation.

Late Payment

If an amount is not paid when due, we may:

• suspend further planning or booking work;
• decline to make further Supplier payments or commitments;
• cancel Services where reasonably necessary; and
• recover reasonable costs incurred in collecting overdue amounts.

Where cancellation results from non-payment, applicable cancellation charges and Supplier costs may still apply.

7. Supplier Commissions and Commercial Benefits

Your NZ Concierge may receive:

• Supplier commissions;
• referral fees;
• preferred-partner benefits;
• trade rates;
• wholesale or contracted rates; or
• other commercial benefits from Suppliers.

Unless otherwise agreed with you in writing, Your NZ Concierge is entitled to retain those commissions, margins, trade benefits or other commercial benefits.

Our contracted, wholesale or net Supplier pricing is commercially confidential and does not determine the retail price charged to you for a Service.

8. Changes, Cancellations and Refunds

We understand that travel plans sometimes change.

Because bespoke journeys involve significant planning, reserved resources and financial commitments to Suppliers, cancellation charges increase as your travel date approaches.

If You Cancel Your Journey

Unless your Booking Confirmation or a Supplier's specific conditions provide otherwise, the following standard cancellation policy applies:

The cancellation charge applicable to your booking will never include the same Supplier cost twice.

Supplier-Specific Cancellation Conditions

Some Suppliers — particularly luxury lodges, airlines, cruises, helicopters, golf courses, private experiences and specialist providers — may impose stricter cancellation conditions than our standard policy.

Where these conditions apply, the Supplier's cancellation charges may apply to that component of your journey in addition to any amount otherwise properly payable to Your NZ Concierge.

We will disclose material Supplier-specific conditions where reasonably practicable.

Amounts We Recover After Cancellation

Where an amount has been retained from you because it was payable or believed to be payable to a Supplier, and we subsequently recover that amount from the Supplier, we will refund the recovered amount to you, less any amount otherwise properly payable under these Terms.

We will make reasonable efforts to minimise cancellation losses where practicable, but we cannot guarantee that Suppliers will agree to waive or refund their charges.

Compassionate and Exceptional Circumstances

We understand that exceptional circumstances — such as serious illness, bereavement or other genuine hardship — can affect travel plans. In such situations, we will work with you and the relevant Suppliers in good faith to seek the best reasonably available outcome.

Your NZ Concierge will make reasonable efforts to recover and pass on any refunds or credits available from Suppliers. However, Supplier cancellation charges may still apply where the Supplier is unable or unwilling to waive them, and our standard cancellation charges may also apply to the extent they reflect work already performed or commitments already made on your behalf.

Travel insurance is the primary protection against losses arising from such circumstances. We strongly recommend that you discuss any exceptional circumstances with your insurer as soon as possible.

If You Want to Amend or Defer Your Journey

If you want to change, postpone or defer your booking, we will do our best to assist.

Changes remain subject to:

• Supplier approval;
• availability;
• revised pricing;
• amendment charges; and
• any additional costs incurred.

We cannot guarantee that an existing booking can be transferred to another date or that a Supplier will provide a refund or credit.

Future Travel Credits

Where a Supplier offers a credit in lieu of a refund, we will pass that credit on to you where reasonably practicable, subject to the Supplier's terms and any conditions attaching to the credit.

Supplier credits are typically valid for a limited period and may be subject to availability, seasonal restrictions or rebooking fees. We are not responsible for a Supplier's failure to honour a credit, but we will assist you in exercising that credit where reasonably possible.

Where Your NZ Concierge has acted as principal for a Service, we will offer a credit on terms consistent with these Terms and your Booking Confirmation where reasonably practicable.

No-Shows and Late Arrival

If you do not attend a booked Service, or arrive sufficiently late that the Supplier treats the booking as a no-show, a cancellation charge of up to 100% of that Service may apply.

9. Changes or Cancellations by Us or a Supplier

We or a Supplier may amend or cancel part of your journey:

• to correct an error;
• for operational reasons;
• because of availability changes;
• for health and safety reasons;
• because of weather or road conditions;
• because of transport disruption;
• because of events beyond reasonable control; or
• if you have materially failed to comply with these Terms, your Booking Confirmation or applicable Supplier terms.

We will let you know as soon as reasonably practicable when we become aware of a significant change.

Supplier Cancellation or Events Outside Reasonable Control

If we or a Supplier cancels a Service because of circumstances outside reasonable control, we will pass on to you any refund that we recover from that Supplier, less any amount otherwise properly payable under these Terms.

Where reasonably possible, we may also offer:

• an alternative Service;
• a change of date; or
• a credit,

subject to Supplier agreement and availability.

Cancellation Because of Your Breach

If Services are cancelled because you have materially failed to comply with these Terms, your Booking Confirmation, payment requirements or applicable Supplier terms, you may not be entitled to a refund and the applicable cancellation charges will apply.

10. Travel Insurance

We strongly recommend comprehensive travel insurance for every traveller as soon as the first travel arrangements are confirmed.

Your policy should provide appropriate cover for circumstances including:

• cancellation;
• illness or injury;
• curtailment of travel;
• medical treatment;
• unexpected travel disruption;
• missed connections;
• delays;
• baggage and personal belongings; and
• non-refundable Supplier charges.

Many of the Suppliers used in bespoke New Zealand journeys impose cancellation fees or require non-refundable payments.

Depending on the reason for cancellation and the terms of your insurance policy, some of these costs may be recoverable through your travel insurer.

Travel insurance is a separate contract between you and your insurer. Your NZ Concierge cannot guarantee that any particular event, loss or cancellation will be covered.

Where reasonably required, we will provide booking confirmations, invoices and cancellation information to assist you with an insurance claim.

A lack of travel insurance does not require Your NZ Concierge or a Supplier to waive an otherwise valid cancellation or amendment charge.

11. Our Responsibility and Liability

Your NZ Concierge takes reasonable care in selecting, arranging and coordinating Services and Suppliers.

However, many Services forming part of your journey are performed by independent Suppliers over whom we do not have direct operational control.

To the extent permitted by law, Your NZ Concierge and its related businesses, directors, employees, representatives and agents are not responsible for injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by:

• the acts or omissions of independent Suppliers;
• third-party service providers used by those Suppliers;
• circumstances outside our direct control;
• force majeure events; or
• other events beyond our reasonable control.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under New Zealand law.

Consumer Guarantees Act 1993

Where the Consumer Guarantees Act 1993 applies to your booking, these Terms are subject to the rights and remedies available to you under that Act.

Where Services are acquired for business purposes and New Zealand law permits the parties to contract out of the Consumer Guarantees Act, the Act may not apply.

12. Passports, Visas and Travel Documentation

It is your responsibility to ensure that every traveller has the documents required for their journey.

These may include:

• valid passports;
• visas;
• entry or transit authorities;
• vaccination or health certificates; and
• any other documentation required by a government, airline or other relevant authority.

Travellers are responsible for ensuring that all documents are correct, valid and available when required.

13. Health, Mobility and Special Requirements

Please tell us before booking about any mobility requirements, accessibility needs, medical considerations, dietary requirements or other circumstances that may materially affect the suitability or delivery of Services.

We will make reasonable efforts to communicate these requirements to relevant Suppliers.

However, accessibility and suitability ultimately depend upon the facilities and Services available from the relevant Supplier.

14. Baggage and Personal Belongings

Your baggage, valuables and personal belongings remain at your own risk during travel.

You are responsible for any additional costs relating to excess, oversized or additional luggage unless specifically included within your Booking Confirmation.

Please tell us before travel if you will be carrying:

• unusually large amounts of luggage;
• mobility equipment;
• wheelchairs;
• golf clubs;
• bicycles;
• sporting equipment; or
• other oversized or specialist items.

This enables us to arrange an appropriate vehicle or Supplier wherever reasonably possible.

15. Information and Privacy

We may need to provide relevant personal information about you or your travelling party to Suppliers in order to arrange and deliver your Services.

This may include information relating to:

• names and contact details;
• travel arrangements;
• passport or identification information where required;
• dietary requirements;
• accessibility requirements; and
• other information reasonably required to provide your journey.

We will use and disclose personal information only as reasonably required to arrange and provide your Services, comply with legal obligations, or as otherwise permitted by New Zealand law and our Privacy Policy.

16. Confidentiality

Information exchanged between you and us in connection with your booking will be treated confidentially except where disclosure:

• is required by law;
• is reasonably necessary to arrange or provide your Services;
• is required by a Supplier in connection with your booking; or
• has been authorised by the relevant party.

17. New Zealand Law

These Terms are governed by the laws of New Zealand.

The parties submit to the jurisdiction of the New Zealand courts.

18. Entire Agreement

Your Booking Confirmation, these Terms and any other document expressly incorporated into them form the agreement between you and Your NZ Concierge concerning the Services.

They replace earlier discussions, negotiations, representations, understandings or agreements concerning those Services, whether written or verbal.

19. Your Statutory Rights

Nothing in these Terms is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded under New Zealand consumer law.