ALENTO TOURS – TERMS & CONDITIONS
Alento Tours provides private, bespoke touring experiences throughout New Zealand’s South Island, with a focus on premium service, comfort, and meaningful travel. These Terms & Conditions are designed to ensure clarity, fairness, and a high standard of service for all clients.
By confirming a booking with Alento Tours, you acknowledge and agree to the terms outlined below.
1. Pricing, Reservations & Payment
All prices are quoted in New Zealand Dollars (NZD) and include 15% GST unless otherwise stated. Each experience is privately arranged and tailored, with final itineraries confirmed in writing prior to travel.
A deposit is required to secure all bookings, and the applicable amount will be specified in your quote. A booking is not considered confirmed until this deposit or full payment has been received.
For standard bookings involving a single day and one vehicle, the deposit remains refundable in accordance with the cancellation terms outlined below. For multi-day bookings, bookings involving more than one vehicle, or where external vehicle hire or significant logistics are required, the deposit is strictly non-refundable. This reflects advance commitments made by Alento Tours, including but not limited to vehicle hire, staffing, and third-party services. In any case, where Alento Tours has incurred unrecoverable costs at the time of booking, the deposit may be deemed non-refundable regardless of booking type.
Full payment is due 14 days prior to the commencement of services unless otherwise agreed in writing. For bookings made within 14 days of travel, full payment is required at the time of confirmation. Alento Tours reserves the right to cancel any booking where payment has not been received by the due date.
2. Cancellation Policy
All cancellations must be made in writing and are effective from the date received by Alento Tours.
Standard Bookings (Single-Day, One Vehicle)
Cancellations made more than 14 days prior to the scheduled travel date will receive a full refund, less any unrecoverable third-party costs.
Cancellations made between 7 and 14 days prior to travel will incur a cancellation fee of 50% of the total booking cost.
Cancellations made within 7 days of travel, or failure to arrive for the scheduled service, will be charged at 100% of the total booking cost and are non-refundable.
Multi-Day & Custom Bookings
This includes multi-day itineraries, bookings involving multiple vehicles, or any booking requiring external vehicle hire or significant operational commitments.
A deposit is required to secure these bookings and is strictly non-refundable, as it covers planning, supplier commitments, and advance vehicle and staffing arrangements.
Where cancellation is made more than 30 days prior to travel, the deposit will be retained and any additional payments refunded, less any unrecoverable third-party costs.
Cancellations made between 15 and 30 days prior to travel will incur a cancellation fee of 50% of the total booking cost.
Cancellations made within 14 days of travel, or failure to commence the service, will be charged at 100% of the total booking cost and are non-refundable.
Third-Party Services
Where Alento Tours has committed to third-party services — including, but not limited to, vehicle hire, accommodation, guides, or activities — and those services are non-refundable, these costs remain fully payable by the client.
In such cases, cancellation charges may exceed the standard terms outlined above. While Alento Tours will make reasonable efforts to minimise such costs, recovery of third-party payments cannot be guaranteed.
Amendments
Requests to amend bookings are subject to availability and may incur additional costs. Changes may be treated as a cancellation and rebooking at the discretion of Alento Tours. Payments (excluding any non-refundable deposit) may be transferred to a new date where feasible.
Refunds & Currency
Refunds will be returned to the original payment method where possible.
Any non-refundable payment processing fees charged by third-party providers may be deducted from the refund amount.
For payments made in foreign currencies, refund amounts may vary due to exchange rate fluctuations at the time of processing. Alento Tours is not responsible for any differences resulting from currency conversion or fees applied by the client’s bank or payment provider.
3. Changes & Operational Flexibility
Alento Tours reserves the right to make minor adjustments to itineraries where necessary due to weather conditions, operational requirements, or to enhance the overall guest experience. Every effort will be made to maintain the agreed standard and inclusions.
4. Third-Party Services
Certain components of an itinerary may be delivered by carefully selected third-party providers. While Alento Tours takes all reasonable care in selecting its partners, it cannot be held liable for changes, delays, or cancellations arising from third-party operations. Alento Tours will, however, manage all communication and coordination on behalf of the client.
5. Vehicles & Transport
Alento Tours reserves the right to substitute vehicles due to availability or operational factors. Any replacement vehicle will be of an equal or higher standard where reasonably possible.
Vehicle Condition & Damage
Clients are expected to treat all vehicles used during their experience with reasonable care and respect.
Alento Tours reserves the right to recover any costs associated with damage to vehicles, excessive cleaning, or contamination caused during the service. This includes, but is not limited to, spills, stains, food waste, illness-related incidents, or any condition requiring professional cleaning or rendering the vehicle temporarily unavailable for use.
Where vehicles are externally hired, any damage or cleaning charges imposed by the vehicle provider will be passed on to the client in full.
Alento Tours may, at its discretion, charge a reasonable cleaning or damage fee following the service, or recover costs invoiced by third-party suppliers.
6. Health & Safety
All services are delivered in accordance with New Zealand health and safety legislation. Clients are required to provide accurate information regarding any medical conditions, mobility limitations, or dietary requirements at the time of booking, and to follow all safety instructions provided by their guide or driver. Clients are expected to take reasonable care for their own safety and the safety of others during the experience.
7. Delays & Additional Charges
A grace period of 15 minutes applies to all scheduled pick-up times. Additional waiting time may incur charges. Extended delays may result in reduced service or cancellation without refund.
Additional charges may also apply for extended hours, services outside the agreed itinerary, vehicle cleaning or damage, public holiday surcharges, or peak season operations.
8. Travel Insurance
Clients are strongly advised to hold comprehensive travel insurance to cover unforeseen circumstances, including cancellations, travel delays, and medical expenses.
9. Force Majeure
Alento Tours shall not be held liable for any failure or delay in performance where such failure arises from events beyond its reasonable control. These include, but are not limited to, weather events, natural disasters, road closures, government restrictions, and transport disruptions.
10. Contact
Alento Tours Limited
Queenstown, New Zealand
info@alentotours.co.nz