OUR SERVICES

We, Splendid South Limited (“Splendid South”), are an inbound tour operator (ITO) and destination marketing company (DMC) based in Queenstown and Wānaka in the Southern Lakes area of New Zealand.

By engaging our services, you authorise us to create a customised New Zealand tour itinerary and to liaise with third-party providers on your behalf to deliver the components for the planned tour.

QUOTES

All our quotes are subject to availability at time of final booking. Our initial quote and one amended quote (first re-quote) for your tour itinerary are provided on a complimentary basis.

If a second re-quote is required, a Plan-To-Go Deposit of 10% of the projected tour cost will be requested and credited toward your Deposit.

If you decide not to proceed with the second re-quote, 50% of the Plan-To-Go Deposit will be retained to cover administration and planning costs, with the balance refunded within 30 days of written notification being received by Splendid South.

We reserve the right to withdraw, change, cancel or reallocate any tour components, the tour itinerary cost, and to rework dates at our discretion, before the booking is confirmed.

COMPLETE PACKAGE PRICING

We offer complete package pricing. While we do not provide itemised cost breakdowns, we are happy to quote additional or custom options separately.

CHECKING YOUR TRAVEL ARRANGEMENTS

We take care in designing your tour itinerary. Please ensure all adult travellers review the proposed itinerary carefully, before accepting it and paying a deposit, to confirm that it meets your expectations.

The finalised itinerary will be detailed in the Booking Documents issued after acceptance.

DEPOSIT AND FINAL PAYMENT REQUIREMENTS

Upon written acceptance by you of the quoted itinerary, a non-refundable 35% Deposit (as specified in the Booking Documents) must be received within 10 days to hold reservations, less any previously paid Plan-To-Go Deposit. Additional deposit requirements may apply to hold reservations at select accommodation providers and will be advised at the time of booking. Full payment must be received 60 days prior to departure. For bookings made within 60 days, full payment is due immediately upon confirmation of tour arrangements.

We recommend paying via International Bank Transfer to our New Zealand account. Alternatively, we do accept Visa or MasterCard for payments via Stripe. Payments from China can be made via Alipay, processed securely through Stripe. We reserve the right to pass on a 2.9% surcharge for all Stripe payments. This will be noted in your Booking Documents and shown as an additional optional fee in your invoice if you choose to make your payments by credit card.

All fees are quoted and payable in New Zealand dollars (NZD), unless otherwise stated.

All payments must be received in New Zealand dollars (NZD), unless otherwise specified. Please note that exchange rates and international transfer fees may vary depending on your payment provider.

CHANGES TO CONFIRMED ARRANGEMENTS

Any change requested after confirmation may incur an administration fee of NZD $500. Once Booking Documents have been issued, the fee increases to NZD $750. These fees are in addition to any price changes resulting from the amendment.

CANCELLATIONS AND REFUNDS

If it is necessary to cancel any travel plans, a full refund (less non-refundable deposit, supplier charged fees and any credit card charge fees) will be made, provided cancellation is at least 60 days prior to departure.

Within 60 days we charge an additional administrative fee of NZD$500 per person plus any fees charged by the hotels or other suppliers. Within 15 days of departure the additional fee increases to NZD$750 per person plus any fees charged by hotels or other suppliers. Third-party supplier cancellation fees are those charged by the suppliers and may vary by season, provider, or notice period.

No refund on any arrangements will be given within 5 days prior to travel or once travel has commenced.

TRAVEL INSURANCE

We strongly recommend the purchase of comprehensive travel insurance as soon as any tour deposits or flight payments have been made. By agreeing to your travel arrangements with Splendid South, you accept it is your responsibility to take out and maintain your chosen travel insurance. We strongly recommend that your travel insurance includes ‘Cancel For Any Reason’ coverage, including for travel disruptions.

We also recommend securing medical evacuation cover from Global Rescue particularly if you are undertaking any adventure activities.

Failure to obtain appropriate travel insurance may limit our ability to assist or provide refunds in the event of cancellations, delays, illness, or other disruptions.

RESPONSIBILITY

You acknowledge that there are inherent risks involved in participating in the tour, including close contact with native fauna and exposure to the harshness of the wilderness. By making a booking, you accept all risks associated with the tour.

You release Splendid South, together with its officers and employees, from all actions, proceedings, claims and demands that you may otherwise have now or in the future against us, as a result of or in connection with, whether directly or indirectly, from your participation in the tour (except where we have breached these Terms and Conditions).

We do not make any express warranties in relation to the tour, and we exclude all implied conditions and warranties, except any implied condition or warranty the exclusion of which would contravene any statute or cause this clause to be void (“Non-Excludable Condition”).

Our liability for any Non-Excludable Condition is limited, at our option, to supplying the relevant services again, or paying the cost of having the services supplied again. We will not be liable for any special, indirect or consequential losses or damages, regardless of the circumstances. In any event, our liability to you under these Terms and Conditions shall not exceed the itinerary cost.

You acknowledge that all third party operators are independent to Splendid South and are not its agents or employees.

You indemnify us (and all of our officers and employees) against all actions, proceedings, claims, demands, losses, damages, costs and expenses (including legal fees) arising from any claim by a third party arising directly or indirectly out of or in connection to your participation on a tour, your breach of these terms and conditions, and/or your breach of the terms and conditions of a third party operator.

Splendid South, together with its officers and employees, shall not be responsible for personal injury, or property damage, loss, accidents, delay, irregularity or change of itinerary incurred by any person arising out of the act of negligence of any direct or supplemental air carrier, hotel or ground operator, or other persons rendering any services or accommodations being offered.

We will not accept responsibility for losses or additional expenses due to adverse weather conditions, delay, changes or cancellation in air or other services, sickness, strike, war, quarantine, pilferage, monetary crisis, political or social unrest, labour problems, natural disasters, climatic aberrations, local law, disease, or any act of God.

Baggage is at the owner’s risk entirely. The airlines concerned, and their agents and affiliates, are not to be held responsible for any act, omission or event during the time passengers are not onboard their aircraft. Air schedules are subject to change without notice.

We will require that all travellers complete and sign all health and safety waivers required by Splendid South and as outlined in the Booking Documents. Travellers electing to take advantage of sporting equipment offered by hotels and ground operators do so at their own risk. Splendid South will not be held responsible while any equipment is in use by the client.

You must comply with our and all third party operator instructions. Without limiting any other rights, should you fail to comply with instructions, we may, in our absolute discretion, exclude you from the tour or any component of the tour.

It is your sole responsibility to take all medical advice prior to departure as to whether you are fit enough to undertake the tour and as to the vaccines, medications and other precautions appropriate to the tour. You acknowledge that medical services and facilities may not be readily available during the tour, and that no medically qualified personnel will accompany the tour.

You must inform us at the time of making the booking (or any stage thereafter should you become aware of a medical condition) of any medical conditions, which may affect your ability to participate in the tour. You acknowledge and agree that we and our third party operators may in our sole discretion exclude you from the tour or any activity if we or a third party operator considers that you are unable to safely participate in the tour or activity as a result of a medical condition.

It is also your responsibility, prior to confirmation of the booking, to inform us of any special needs you may have. We will not be held liable for any additional costs or loss of enjoyment for a failure to disclose these needs.

We reserve the right to cancel your participation, without refund, if information relevant to your health, fitness, or medical condition is not disclosed in advance.

COVID-19 OR HEALTH DISRUPTIONS

Travel may be subject to government regulations, health-related advisories, or border restrictions, which could result in changes to your itinerary before or during travel. While we will assist where possible, we cannot guarantee reimbursement for any such changes.

We recommend maintaining flexibility with your travel bookings and reviewing cancellation policies for all international carriers.

ITEMS NOT INCLUDED

International airline flights and domestic airline transfers within New Zealand (unless otherwise specified as included), costs of passports, visas, items of a personal nature such as laundry, unspecified meals, parking, drinks and alcohol, hotel parking, room service, minibar use, movie channels, WiFi charges, and optional activities, other tours and other services not specified and quoted in the Tour Itinerary are NOT included.

TRAVEL DOCUMENTS

You are responsible for ensuring you have a valid passport, New Zealand Electronic Travel Authority (NZeTA), and any required visas. Splendid South and participating airlines are not liable if you fail to obtain necessary documentation. Please contact us if you are unsure whether special entry requirements apply based on your nationality.

COMPLAINTS AND DISPUTE RESOLUTION

If you have any cause for complaint while travelling you must immediately notify us and the relevant third party operator, where possible in writing, to give us the opportunity to remedy the complaint.

We will not accept responsibility for complaints received more than 14 days after the occurrence of an event leading to the complaint.

We and you will take reasonable steps to employ alternative dispute resolutions to resolve disputes prior to resorting to legal proceedings.

PRIVACY

We may be required to share limited personal information with third-party suppliers to enable reservations (typically names, country of origin and ages, but sometimes also contact details). This ensures that suitable services are provided.

We do not share your contact information with unrelated third parties. If you have consented, we may retain your contact details for marketing purposes. You can unsubscribe at any time. On request, we will provide access to any data we hold about you.

FORCE MAJEURE

Splendid South shall not be liable for failure to perform, or for delay in performing, any of its obligations if such failure or delay is due to events beyond its reasonable control including, but not limited to, natural disasters, pandemics, war, government actions, or major transport disruptions.

CHOICE OF LAW AND JURISDICTION

You agree that any dispute with and/or the making of any claim against Splendid South or any of its employees or agents (whether in tort, contract or otherwise) will be subject to the laws of New Zealand and you agree to submit to the exclusive jurisdiction of the courts of New Zealand for the determination of any such dispute and/or the making of any such claim and acknowledge and agree that the New Zealand courts are the appropriate forum for resolution of such a dispute and/or the making of such a claim.