Hello Queenstown Terms and Conditions

Acceptance of Terms

By using the Hello Queenstown website or booking our services, you are agreeing to the Terms and Conditions (the “Terms”) as outlined below. If you do not agree to these Terms, you should not access our site or book our services.

Services

Hello Queenstown Play Ltd provides tourism activity booking services. The exact details of the service, including dates, times, locations, and other details will be as described on our website or as confirmed during the booking process via email.

Hello Queenstown Stay Ltd provides short term accomodation services. The exact details of the service, including dates, times, locations, and other details will be as described on our website or as confirmed during the booking process via email.

Bookings

To make a booking, you must be 18 years or over. By making a booking, you warrant that you are 18 years or over and have the authority to enter into a contract.

Payment

Bookings are not finalised until full payment is received by Hello Queenstown.

You will have multiple options for payment including direct bank deposit and credit card payment.

Please note that credit card payments are subject to card usage fees that are inline with the New Zealand normal numbers and reflect only the processing fees associated with credit card payments.

If you use a direct bank deposit payment method, please include your invoice number as the reference and email our team to confirm your payment.

Liability

Hello Queenstown is not responsible for any injuries, damages, or losses suffered by you or any third party during the provision of our services, to the extent permitted by law.

Third Parties

Services are provided by third parties. These third parties are not under the control of Hello Queenstown Play, and we are not responsible for their actions.

Changes to the Terms

Hello Queenstown reserves the right to change these Terms at any time. Changes will be posted on our website.

Governing Law

These Terms are governed by the laws of the jurisdiction in which Hello Queenstown operates (New Zealand).

Hello Queenstown Stay Accomodation Terms & Conditions

Self check-in is operating for all properties. We will email arrival information and an access code for your property 72hrs prior to your check in.

Cancellations for any other reason must be made at least 14 days in advance of the commencement date of the booking to be eligible for a refund with the following exceptions:

(i) The one night deposit is non-refundable if cancelled for bookings over any Gibbston Valley concert dates or local marathon events.
(ii) The hotel requires fully paid reservations in advance, non refundable at any time, for Chinese New Year, Easter, Christmas & New Year (22 December – 9 January).

For bulk bookings (3 or more apartments) 50% of the booking value is payable at the time of booking and is non-refundable.

In the unlikely event of a no-show, our cancellation policy requires the full amount of the confirmed booking to be credited to Hello Queenstown.

Please note that the minimum age for reservations is 23 years and we have a strict ‘No Party Policy’.
10% deposit will be charged at the time of booking to secure the reservation, remaining balance will be charged 10 days before your check in date.

Hello Queenstown Play Cancellation Policy

Cancellations Due to Weather

If the operator of the activity does not cancel your booking, no refund will be available to a customer due to weather conditions. If you choose to cancel due to weather concerns, no refunds will be issued if cancellation is requested less than 4 days prior to your scheduled booking.

Cancellations by Customers

All cancellations by customers must be received in writing via email to Hello Queenstown at [email protected] If you cancel your booking 2 or more days (48 hours) prior to the commencement of your experience, you will receive a full refund less any non-refundable administrative fees incurred by Hello Queenstown.
If you cancel your booking less than 48 hours prior to the commencement of your booking, no refund will be provided.
Please note, specific activities have varied cancellation policies. Review each activity listing carefully to note the terms & conditions applicable.

Cancellations by Operators

In the event that an operator cancels part or all of an experience and is not able to reschedule your experience in a satisfactory manner, partial or full refunds will be issued subject to the terms and conditions of the suppliers refund policy. Please contact Hello Queenstown to arrange for your refund.
Please note some operators have exceptions, please refer to the below terms and conditions for each supplier.

Cancellations by Hello Queenstown

Hello Queenstown reserves the right to cancel any experience due to weather conditions, safety concerns, or any other circumstances beyond our control. If we have to cancel your experience and we cannot reschedule to a mutually agreeable date, you will be given a full refund.

Late Arrivals and No Shows

No refunds or credit will be given to customers who fail to show up for their booked activity or who arrive late such that they cannot participate in the adventure.

Travel Insurance

We strongly recommend that all customers take out appropriate travel insurance to cover any unforeseen circumstances which may result in the cancellation of your booking.
Please ensure that your travel insurance covers your desired experience, particularly in the case of sports participation, such as snow sports, motorbike riding, adventure water sports and rock climbing.