Tours, Attractions & Third-Party Bookings

These terms apply if you make a booking through What’s On Aotearoa for a tour, attraction, experience or activity supplied by an independent provider. They apply together with our General Terms & Conditions, our Refund Policy, and the offer-specific conditions made available to you before purchase. An informational listing or a link to another website is not itself a booking through our platform.

1. Who Supplies the Experience

What’s On Aotearoa provides a discovery and booking platform. For a third-party booking, the business identified on the offer and in the booking process (“the provider”) supplies the experience. We may act as its booking agent to receive and administer your booking and payment on its behalf. Your agreement for delivery of the experience is with that provider. If an offer is expressly identified as supplied by us, the terms for that offer apply instead.

The provider controls its staff, equipment, venue, on-site service and applicable safety arrangements. We do not operate or supervise a third-party experience merely because we list it or process its booking. We remain responsible for our own statements, platform services, handling of payments and any duties imposed on us by law. This section does not remove a remedy you may have against us.

2. Offer Details, Price & Confirmation

Before payment, the offer and checkout should identify the provider and display the total price, date and time, location, inclusions, material participation restrictions and the cancellation conditions applicable to your booking. Prices and any compulsory customer charge must be clearly disclosed before you pay. We may receive a commission from the provider; this is a separate arrangement with the provider and does not change the cancellation rights displayed to you.

A booking is subject to the availability and confirmation conditions displayed for that offer. Check the confirmation promptly and contact us if any detail appears wrong. Unless expressly stated otherwise, activity times are local to the New Zealand location of the experience.

3. Provider Conditions

A provider may have participation, safety, age, accessibility or other conditions relevant to delivery. Material conditions must be made available before purchase. The provider’s cancellation policy displayed or clearly linked before you pay applies to a voluntary cancellation by you, subject to New Zealand law. A new or different provider policy cannot be imposed retrospectively on a confirmed booking without lawful agreement.

You must follow reasonable safety instructions, lawful access rules and material participation requirements disclosed for the experience. Any decision to refuse participation for non-compliance must be reasonable in the circumstances and remains subject to the applicable terms and law.

4. If You Want to Cancel or Change a Booking

Contact us with your booking reference as soon as possible. We will apply the provider’s cancellation or change policy that was disclosed for your booking before purchase and assist with any refund or rescheduling it permits. Different offers may have different deadlines, charges or conditions. If the policy does not permit a voluntary refund, we do not promise to fund one ourselves, although we or the provider may choose to offer a goodwill remedy.

No provider policy excludes any refund or other remedy that you are entitled to under applicable law. We will not describe a supplier commission retained from a provider as a separate customer booking fee.

5. If the Provider Cancels or Cannot Supply

If the provider cancels the experience, cannot honour your confirmed booking, or cannot supply it as purchased, please contact us if you paid through our platform. We will help arrange a full refund of the amount you paid for the affected booking through our platform. You may choose an alternative date or offer if one is available and you agree to it; we will not require you to take credit instead of a refund where a refund is due. Nothing in this section limits any additional remedy required by law.

If a change is minor and the experience can still be supplied as agreed in substance, we will explain the change and the available options. Whether a change is material depends on the offer and the circumstances, not solely on how the provider describes it.

6. Administrative or Technical Errors

Despite reasonable care, genuine errors can occur, such as an unavailable time or venue, double booking, incorrect date, or obvious listing or price error. If the experience cannot be supplied as booked because of such an error, we may cancel the affected booking. We will notify you as soon as reasonably practicable and refund the full amount you paid for that booking through our platform, without deducting our costs of taking or processing it. This does not give us an unrestricted right to cancel a confirmed booking for convenience or limit any additional remedy required by law.

7. Refund Processing & Contact

If you paid through our platform, contact us with the booking reference for cancellation or refund assistance. We will investigate with the provider where necessary and process a refund due through our platform to the original payment method where practicable. We will not require you to secure the provider’s approval before we consider a remedy required by law or by these terms. The time taken by your bank or payment service to return funds may vary after we issue a refund. Our Refund Policy describes the request process.

If you paid a provider directly or completed the purchase on its website, contact that provider about the payment; we can assist by identifying the right contact where practicable. We remain responsible for our own conduct and statements.

8. Information, Outdoor Activities & Safety

We take reasonable care with the information we publish, including provider-supplied material, but schedules, weather, access and conditions may change. Follow any updates, warnings and instructions from the provider and venue. Contact us or the provider if a detail material to your decision is unclear. This does not excuse inaccurate or misleading information supplied by us.

For a self-guided or outdoor experience, the Self-Guided Activity Risk Acknowledgement may also apply. You should assess your suitability and current conditions, supervise people in your care and comply with access rules. The provider remains responsible for its own applicable safety duties, and we remain responsible for ours.

9. Responsibility & Consumer Rights

The independent provider is responsible for performing its experience and for its own acts and omissions. We are responsible for our booking, payment and information services and our own acts and omissions to the extent required by law. We do not control weather or the provider’s on-site operations, but neither that fact nor our role as booking agent removes a responsibility imposed on us by law.

Nothing in these terms excludes or limits rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable law. These terms do not impose a general cap on a remedy the law provides.

10. Governing Law

These terms are governed by New Zealand law, subject to any mandatory rights that apply.