Terms & Conditions

Terms and Conditions

We recommend that you arrange travel insurance to guard against the loss of costs associated with the cancellation or delay of your trip due to weather or unforeseen circumstances.

We know things happen when you are travelling. Talk to us and we can work it out together.

It is the customers responsibility to check weather conditions and cancel within the cancellation periods below. For Fiordland weather forecasts we recommend MetService.

Cancellation & refund policy - Fiordland Outdoors Operated Transport

All trips including Milford, Kepler and Routeburn Track Transport

We require full payment at the time of booking in order to confirm your booking unless arranged directly with us. Please call us as soon as possible if you need to cancel, change or amend your booking. Otherwise, our cancellation and refund policies for Fiordland Outdoors operated services (water taxis) are as follows:-

• Changes more than 24 hours prior to your departure = no charge.
• Cancel more than 24 hours prior to your departure = full refund.
• Cancel less than 24 hours of your itinerary start date and time = no refund
• Track Conditions – Department of Conservation cancels on the day of departure due to severe weather or facility/service conditions = 100% refund
• Track Conditions – Department of Conservation cancel whilst on the track at any stage due to track or weather conditions, no refund will be available and DOC will organise your removal from the track.

Cancellation & Refund policies - Third Party Operators

Fiordland Outdoors books on behalf of our customers the following operators who may have differing cancellation and refund policies to our policy for the transport Fiordland Outdoors operates (water taxis). Please click on the links below as required:

Great Walks Bus - Bus Services cancellation policy - Free to cancel or amend more then 24 hours of departure, no refund within 24 hours of departure (100% cancellation fee).

Easyhike Vehicle relocation services cancellation policy for Fiordland Outdoors customers -

• 90% refund up to 7 days - (10% cancellation fee)
• 70% refund up to 2 days - (30% cancellation fee) before the start of your hike (i.e., if start the hike on 4 April, 70% refund applies up to 5pm on 1 April)
• Within 24 hours of the start date - no refund (100% cancellation fee)
• Track closure: 90% refund if track closes and you can’t get on it or your car hasn’t been relocated. No refund if track closes and car has already been relocated.

Other partners cancellation policy links:

• Trackhopper - Vehicle relocation services
• Tracknet - Bus Services
• Glenorchy Air - Flight Services
• Cruise Milford - Milford Sound Cruises
• Southern Discoveries - Milford Sound Cruises

Cancel Anytime Service - For those that opt-in for our cancel anytime service, this is a non-refundable fee that ensures you can cancel right up until the first itinerary commences for a full refund. Once the itinerary has commenced, i.e. the first transport has been taken up, our normal cancellation policy applies.

Milford Flyback - Hold bus seat Milford Sound to Queenstown - For those choosing to fly back to Queenstown from Milford Sound, due to bus availability we hold a bus seat in the even your flight can't go ahead. This fee is refundable if you end up having to take the bus ride but not if you end up flying as we incur a cost if the seat is left empty.

Safety Terms and Risk Disclosure for Fiordland Outdoors Water Taxi Operations

1. Risk Acknowledgment

By using Fiordland Outdoors water taxi services, you acknowledge and accept that water taxi operations involve inherent risks and hazards. These may include, but are not limited to:

• Weather Conditions: Changes in weather can affect the safety and comfort of the journey, including rough seas, high winds, and rain.
• Water Hazards: Risks associated with water travel, including potential for rough waters, sudden swells, and proximity to watercraft.
• Personal Safety: The potential for slips, trips, and falls while boarding or disembarking from the water taxi.

2. Personal Responsibility

• Health and Fitness: Participants must be in good physical health and fit for the activity they are accessing using the water taxi. Fiordland Outdoors is not responsible for your fitness or ability to participate in the activities at your destination. Ensure you are capable of safely engaging in the activity and have the necessary skills and condition.
• Safety Instructions: Follow all safety instructions provided by the water taxi crew, including the use of life jackets and other safety equipment.

3. Emergency Procedures

• Emergency Contact: Be aware of emergency contact procedures and numbers. In case of an emergency, the local emergency services can be reached by dialing 111.
• Safety Briefing: Pay attention to the safety briefing provided by the water taxi crew, which will cover emergency procedures and the location of safety equipment.

4. Environmental Considerations

• Respect for the Environment: Follow guidelines for protecting the natural environment and adhere to any specific instructions regarding waste disposal and wildlife interaction.

5. Insurance and Liability

• Insurance: It is recommended that participants have appropriate travel insurance that covers water-based activities and potential accidents.
• Liability: Fiordland Outdoors and its affiliates are not liable for any injuries, losses, or damages incurred during the water taxi journey or related to the activity at the destination. Passengers are responsible for their own safety and well-being.

6. Consent

• Voluntary Participation: Use of Fiordland Outdoors water taxi services is voluntary. By boarding the water taxi, you consent to the risks involved and agree to follow all safety guidelines and instructions provided.

Other policies, terms, and conditions

Departure Times – Whilst we will always do our best to keep to our scheduled departure time, sometimes things happen, and we have to adjust our schedule. We will let you know in plenty of time what the new arrangement will be, and we will not let you down.

Delivery of Service - We book bus transfers on behalf of our customers with our preferred partners who offer the same top-notch service we value. From time to time, it may be necessary to re-book bus and boat passengers with a different provider but at the same time and at the same price and we will notify you of this change as soon as possible.

Customer Safety - For safety reasons, Fiordland Outdoors reserve the right to cancel a customer's booking if we genuinely feel their plans, ability or preparedness is not adequate.

Missed Services - If you fail to meet the departure time for a service, i.e. miss your bus departure, that service will be deemed to have been taken. Any subsequent bookings will be a deemed a new booking and therefore incur the additional cost of a new booking.

Price Promise - We'll match any commercial competitor's advertised or quoted price or offered deal as long as it is for the same service under the same conditions, excluding vehicle relocations. We reserve the right to request verification of the price offered.

Privacy Policy – Please visit our Privacy Policy page for more information.

Outstanding Balances – Fiordland Outdoors has the authorisation to charge any outstanding balances of the trip to the same card used to pay the deposit immediately after the trip is completed.

Marketing Emails - We like to keep our hiking community up to date with relevant, helpful information about hiking in Fiordland. For example, the release date for the Great Walk hut tickets or any awesome offers/deals we are able to secure and pass on. When you book with us you will be automatically added to our email database but you are welcome to unsubscribe at any time if you would no longer need to hear from us.

Last reviewed and updated: 26th September 2024

Fiordland Outdoors reserves the right to amend any of these policies at any time.