Terms of Service

Acceptance of Terms 

  • By using the Hello Queenstown Play Ltd 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.


  • Hello Queenstown Play Ltd provides adventure tourism 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.


  • 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.


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


  • Any cancellations must be made in accordance with our Cancellation Policy, which is available on below.


  • Hello Queenstown Play Ltd 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. We do not operate any of the activities sold on this website or by our business and you should refer to the supplier of these services in the event of any liability concerns.

Third Parties 

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

Changes to the Terms 

  • Hello Queenstown Play Ltd 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 Play Ltd operates (New Zealand).

Hello Queenstown 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 5 days prior to your scheduled booking.

Cancellations by Customers

  • All cancellations by customers must be received in writing via email to Hello Queenstown Play Ltd at [email protected] If you cancel your booking 5 or more days prior to the commencement of your experience, you will receive a full refund less any non-refundable administrative fees incurred by Hello Queenstown Play Ltd.
  • If you cancel your booking less than 5 days prior to the commencement of your booking, no refund will be provided.

Cancellations by Operators

  • In the event that an operator cancels an experience and is not able to reschedule your experience in a satisfactory manner, full refunds will be issued. Please contact Hello Queenstown Play Ltd to arrange for your refund.

Cancellations by Hello Queenstown

  • Hello Queenstown Play Ltd 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 experience or who arrive late such that they cannot participate in the experience.

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.