Cancellation & Refund Policy — What’s On Aotearoa

 

This policy applies to purchases and bookings paid for through What’s On Aotearoa and its regional pages, including What’s On Ōamaru. Some offers have additional cancellation conditions displayed or clearly linked before payment. Read those conditions before purchasing. This policy does not remove any rights you have under New Zealand law.

If you leave our platform and pay another business directly, contact that business about the payment and its refund process. We can help identify the right contact where practicable and remain responsible for our own statements and conduct.

1. If You Choose to Cancel

For a tour, attraction, event or other booking supplied by an independent provider, that provider’s cancellation policy disclosed before purchase generally determines whether you can voluntarily cancel, change the date or receive a refund. Different offers may have different deadlines and conditions. Contact us with your booking reference as soon as possible if you paid through our platform. We will help administer a refund or change available under that policy.

If the disclosed policy does not allow a voluntary refund, we do not promise to fund one ourselves. We or the provider may still offer a goodwill exception. A change of mind, a personal scheduling conflict or failure to attend does not automatically entitle you to a refund, subject always to the offer’s terms and applicable law. Transfers to another person require the provider’s agreement or an express permission in the offer; some tickets, accommodations and activities cannot be transferred.

2. If the Provider Cancels or Cannot Supply

If an independent provider cancels a confirmed event, tour or experience, cannot honour the confirmed booking, or cannot supply what you purchased, we will help arrange a full refund of the amount you paid for the affected offer through our platform. We will not deduct our costs of taking or processing that booking. You may choose a suitable alternative date, replacement or credit if offered and you agree to it; where a refund is due, a credit is not compulsory.

If the provider changes a date, place, inclusions or another material part of the offer, contact us. We will explain the options available under the terms accepted for your purchase and applicable law. We will not treat a materially different service as if nothing changed.

3. Unavailable Bookings & Errors

Genuine availability, duplicate-booking, listing, date, price or technical errors can occur despite reasonable care. If we cannot supply an affected booking as purchased and cancel it, we will notify you as soon as reasonably practicable and refund the full amount you paid for that booking through our platform. If you were charged twice by mistake, we will refund the duplicate charge. This does not remove any additional remedy required by law or permit arbitrary cancellation of confirmed bookings.

4. Our Own Digital Products & Listing Services

For our own audio tours and other digital content, the Audio Tours & Digital Content Terms apply. Accessing digital content does not eliminate statutory rights if it is faulty or not supplied as described. Change-of-mind requests after access has been provided are assessed under those terms and applicable law.

For a paid listing or promotional service purchased from us, the offer’s displayed duration, deliverables and conditions apply. If we cannot provide a paid service we promised, contact us so that we can provide the service, correct the problem or arrange the refund or other remedy due for the undelivered part, as appropriate under the terms and law. A free listing does not create a payment to refund.

5. Consumer Rights

An offer-specific “no refunds” condition applies only where lawful. It cannot override your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable law. A remedy for a materially different, faulty or unprovided product or service depends on the circumstances and may include correction, replacement, cancellation, a refund or compensation as required by law. The identity and responsibilities of the provider and of What’s On Aotearoa are described in the applicable purchase terms.

6. How to Request a Refund

Email hello@whatsonaotearoa.nz with your booking or order reference, the name and date of the offer, and a brief description of the issue. We may need to check details with the provider. We will not require you to obtain a provider’s approval before we consider a remedy required by law or promised in these terms.

Where a refund is due and we processed your payment, we aim to initiate it within 10 business days after confirming entitlement. We will normally return it to the original payment method; your bank or payment service may take additional time to show the funds. If that method is unavailable, we will arrange a lawful alternative with you. We will tell you if more time is needed to investigate and keep you informed.