1. Cancellation Policy
| Cancellation hours | Cancellation Return Amount |
| 48 hours or more prior to the departure time | 100% full refund |
| Within 24 hours to 48 hours prior to the departure time | 50% refund |
| Within 24 hours prior to the departure time | No refund |
| – Any refund will be made to the same credit card that was used to confirm the booking. | |
| – Guests will be refunded in full if the service is cancelled due to road conditions or unforeseen events. | |
| – If you have booked through a third party or booking agent, refunds will be processed through them. | |
| – Refunds will be processed within 5-10 working days. | |
| – Tekapo Shuttle reserves the right to alter the tour itinerary. A partial refund will be considered in the event of Hooker Valley track closure or a delay of more than 1 hour due to vehicle breakdown, etc. | |
| Reference: NZTA road closure, Met Service, Hooker Valley Track | |
２. Passenger Child Policy
Please note that the driver is not in a position to be responsible for an unaccompanied child, and our service does not have staff available either on board or at any of the stop locations to supervise unaccompanied children.
Please note the following guidelines when booking a trip:
- A child is classified as those between 3 and 14 years of age.
- If a child (up to 2 years old) will be sitting on a parent’s lap for the duration of the trip, there is no charge.
- There are no child passenger discounts.
- Minor children 12 and under must be accompanied by an adult.
3. Luggage Policy
- There are no size restrictions for suitcases.
- Oversized items may be carried subject to available space, at a cost of $10 per item.
- One piece of checked luggage per person is allowed free of charge. Additional pieces are subject to a $10 fee each.
- Luggage or carry-ons must not contain hazardous materials.
- Please do not pack fragile items in the luggage. You are responsible for any damages incurred.
4. Pets and Service Animals Policy
Please note that you are not allowed to bring your pet into the vehicle. If you travel with a service animal please contact us before you make a booking.
5. Right to Refuse Carriage Policy
Our staff may at any time refuse to carry you, or remove you from the vehicle if:
- That such action is necessary for your safety, or the safety of our staff or any other person
- That such action is necessary to avoid damage to our vehicles and equipment, or the possessions of any other person
- You are under the influence of alcohol or drugs, or you are smoking, or you are behaving in a manner that is or may become dangerous, unlawful, offensive, abusive, intimidating or annoying to our staff, any passenger, or any other person;
- That such action is necessary to comply with these terms, or any applicable laws, regulations, licenses, consents or approvals;
- You refuse to obey a reasonable request made by our staff;
6. Use of image Policy
- Tekapo Shuttle may use Images for marketing and promoting its services. The ways in which the Images will be used for marketing purposes include social media.
- The passenger has a right to request access to the passenger’s images. However, the passenger acknowledges that if the images have been incorporated into marketing materials, it may not be reasonably practicable for Tekapo Shuttle to make any changes to the images. The passenger authorises Tekapo Shuttle to refuse the request for correction in such circumstances.
7. Complaints
We strive to deliver exceptional customer service and welcome feedback. Should you wish you register a complaint about any aspect of your experience, please contact us at info@tekaposhuttlenz.com and provide details. To enable us to validate your travel we request that you attach a copy of your ticket and note the day/s you travelled.
8. Privacy policy
View our Privacy Policy here