Visit Waiheke Experiences

Legal

Cancellation & Refund Policy

We specialise in private, intimate Waiheke Island experiences for small parties of two to four guests. Because we reserve our driver, private vehicle and local tasting arrangements exclusively for you, our cancellation terms are structured as follows.

Section 1

Cancellation by the Guest (Direct Website Bookings)

  • More than 7 days before the experience: 100% refund.
  • 2 to 7 days before the experience: 50% refund.
  • Less than 2 days before the experience: no refund, as dedicated host and vehicle allocations are finalised.
  • Date changes are subject to availability.

Section 2

Cancellation by Visit Waiheke Experiences

  • If Visit Waiheke Experiences cancels an experience, you will be offered either a refund or an alternative date.
  • EcoZip: the EcoZip Family Adventure includes an activity operated by EcoZip Adventures, which determines whether its own activity can safely operate in the prevailing weather and safety conditions. Where EcoZip cannot operate, we will offer an alternative arrangement, an alternative date, or a refund of the affected portion of your experience.

Section 3

Third-Party Bookings (Viator, GetYourGuide, TripAdvisor)

  • Cancellations made through third-party platforms are subject to that platform's cancellation terms and are processed through the platform where you purchased your tickets.

Section 4

Weather, Marine & Ferry Disruptions

  • If severe weather or main ferry cancellations (Fullers360 / Explore) prevent us from operating your private tour, you will receive your choice of: rescheduling to a future date, a credit voucher valid for 24 months, or a 100% full refund.

Section 5

Late Arrivals & Missed Departures

  • Please arrive at the designated meeting point or ferry terminal 30 minutes prior to departure. Missed departures resulting from missed ferries or late arrivals do not qualify for a refund, though we will do our best to help you rejoin the tour where logistics allow.