Terms & Conditions
Inc. booking policy; payment policy; cancellation policy; & luggage policy.
We recommend all guests have fully comprehensive travel insurance, and fully comprehensive medical insurance while travelling within New Zealand and planning to partake in any activities.
Booking Policy & Payment Policy
Day Trip activity bookings:
Guided Day trip activities or rental activities are paid in full at the time of booking for direct bookings.
Queen Charlotte Track Multiday Packages:
Deposit: Upon confirmation of your requested package departure date, a non-refundable $200NZ per person deposit will be processed.
This is required for booking all multi-day independent and guided tours/packages.
Final Balance:
Your final balance is due 60-days prior to your package departure date.
70-Days before your package departs you will receive a payment request via email, and have 10-days to complete this.
If this payment is not completed we will attempt to contact you, before the on-system credit-card is charged in full or you package will be cancelled.
Package Amendments:
An additional $50-per-person administration fee may be charged for any amendments to confirmed bookings including but not limited to changing rooms, changing departure dates, or changing package types.
This administration fee increases to $100-per-person within 60 days from the date of departure.
All administrations fees are non-refundable
Package Amendments requested within 60-days may be subject to our Cancelation Policy, as any request requiring an alternate room/date within this is considered a cancelation of the original booking.
Child and infant Fares:
Child rates may be available for those aged 4-15 years old inclusive for applicable packages and tours.
Infants (under 4 years old) are generally free of charge for applicable packages and tours where sharing with paying adults, however we do not provide lunches so please provide suitable food for your trip for infants.
For Risk Declaration Waiver requirements, persons under 18-years of age are required to have a 18+ signatory.
For further details please contact us at the time of your booking.
Cancellation Policy
Cancellation for Multi-Day Packages;
Within 30 days inclusive of trip departure:
No refunds for multi-day independent and guided track packages available.
Between 60-31 days inclusive before trip departure:
50% of total package price is non-refundable + any non-refundable booking or administration fees, with remaining balance available for refunded.
Greater than 60 days before your trip departure:
All non-refundable booking or administration fees will be held, and any remaining balance available for refund.
Day Trip activities, Guided or Rental;
No refund will be issued if you choose to cancel your booking within 24 hours of the trip's departure time.
Full refunds are available for day bookings cancelled outside of the 24 hours prior to the departure time.
In the event your tour is cancelled by Wilderness Guides due to poor weather conditions, then a full refund will be given and we will make all efforts to contact you as soon as possible.
Wilderness Guides staff reserves the right to amend or alter your booking for the safety of yourself, other guests, and staff at any time including during the tour without notice.
Cruise Ship passenger cancellation policy:
No refund will be issued if you choose to cancel your booking within 24 hours of your departure time, including if you are unable to make the activity due to a change of schedule by your cruise ship for any reason.
Full refunds are available for day bookings cancelled outside of the 24 hours prior to the departure time.
We encourage you to notify us directly of any changes to your cruise ship docking schedule as soon as you are made aware of these.
In the event your tour is cancelled by Wilderness Guides due to poor weather conditions, then a full refund will be given and we will make all efforts to contact you as soon as possible.
3rd Party Agent Bookings:
3rd Party Agent bookings are subject to the specific Terms & Conditions as agreed in that specific organizations Rate Sheet.
All clients and guests who have been booked with Wilderness Guides by a 3rd party agent (including but not limited to 3rd party agents, websites, or Online Travel Agents such as Viator.com etc) are subject to the agents own Terms & Conditions which may differ from those presented by Wilderness Guides.
Wilderness Guides cannot provide any refund directly for 3rd party agent bookings.
Luggage policy
Please note we request a limit of 1 overnight bag/suitcase per-person weighing no more than 20kg.
This is to ensure safe handling of luggage around wharfs and boats, and for the safety of all staff who may handle 100+ bags a day.
We recommend and request all guests use some form of waterproof pack-liner inside overnight luggage.
Additionally we recommend "hard shell" cases for greater weatherproofing compared to soft duffle-bags.
Secure storage for excess luggage is available at our office for no extra cost during your trip with Wilderness Guides.
All staff, water transport providers, and accommodations take care whilst transporting your luggage as part of your track package with us; however, during the process of the day this can be handled by many different persons, i.e. at the hotel while being taken to your room or by other operators or walkers placing bags on top of yours whilst at designated drop off points.
Unfortunately, Wilderness Guides (and by extension all other staff, accommodations, or transport companies used as part of your package) cannot accept responsibility for any damage (or loss of items) incurred during part of your trip.
We require that no loose items (including walking poles, shoes, etc) are hanging off your bag as they can cause damage to both your own or other’s bags – or become separated from your bag and get lost. All items must be secured within your luggage.
We suggest that costly or breakable items such as laptops, cash, jewellery, be kept in storage in Picton or are carried on your person.
Changes to Terms & Conditions
Wilderness Guides reserves the right to change these Terms and Conditions at any time without notifying customers. Any future bookings you may make will be made subject to the Terms and Conditions which apply at the time a booking is made and you are advised to read all the Terms and Conditions carefully on each occasion prior to making a booking.
Governing Law
This website and all component parts, including these Terms and Conditions are governed exclusively by the laws of New Zealand and you agree to submit to the exclusive jurisdiction of the Courts of New Zealand.
WGTC Updated February 19th 2026