Booking Terms

General Terms and Conditions

Eligibility for Purchase and Use: Activities are available exclusively for purchase and use in conjunction with a Kiwi Experience Small Group Tour. Standalone purchases or use outside of these tours are not permitted.
Account Requirement: All customers are required to have their own individual Trip Planner account. Bookings or activity purchases cannot be made without a valid account.
Trip Planner Date Alignment: When selecting the date for your activity in the Trip Planner, it is essential that this date matches the date your scheduled Small Group Tour is in the corresponding location. Selecting an incorrect date does not guarantee your place and may result in the forfeiture of your booking.
Email Confirmation and Voucher: Upon successful purchase of activities, you will receive an email confirmation. Your Driver Guide will confirm the booking with the activity supplier, and this email may need to be presented so please retain it.
Booking Validity: The activity booking is only valid for the duration of your chosen Small Group Tour. The booking will expire at the conclusion of your tour and cannot be used beyond these dates.
Booking and Payment Timing: All activities must be fully booked and paid for prior to the commencement of the activity. Bookings and payments cannot be accepted once the activity has started.
A 3% Transaction Fee is charged on all purchases made via the Kiwi Experience Trip Planner.

Refunds and Cancellations

How to Request a Refund: To request a refund for a purchased activity, please navigate to the "My Bookings" section of your Trip Planner account and click the "cancel" button next to the relevant booking. Refunds will be processed according to the cancellation policy outlined below.
Refunds for Cancelled Activities: If an activity cannot proceed due to unforeseen circumstances such as adverse weather conditions, a full refund will be provided to the affected customers.

Cancellation Policy

Cancellations with More Than 48 Hours' Notice: If you cancel your activity booking with more than 48 hours' notice before the scheduled activity time, a cancellation fee equivalent to 10% of the booking cost will be deducted. The remaining 90% will be refunded to you.
Cancellations Within 48 Hours: If you cancel within 48 hours of the scheduled activity time, you will forfeit 100% of the booking cost; no refund will be issued in this case.

Important Reminders

Booking Responsibility: It is your responsibility to ensure that all information entered in the Trip Planner is accurate, especially the alignment of activity dates with your tour dates.
Verification: Always retain your email confirmation. You may be required to present this to your Driver Guide or to the activity supplier. Failure to provide valid proof of purchase may result in denied entry or participation.
Booking Usage: Bookings are non-transferable and may only be used by the person named in the booking or on the Trip Planner account. Bookings cannot be exchanged for cash or credit and are only valid for the intended tour and dates.
Booking Window: To avoid disappointment, book all desired activities as soon as possible. Activities are subject to availability and may sell out.
Unforeseen Changes: If your tour is rescheduled or cancelled for any reason outside your control, please contact Kiwi Experience customer service for assistance regarding your activity bookings and possible refunds.

Contact and Support

If you require assistance with your Trip Planner account, activity booking, or have questions regarding these Terms of Service, please reach out to the Kiwi Experience support team through the contact options provided on our website.
For urgent matters while on tour, your Driver Guide may be able to assist or advise you on the next steps.

Agreement to Terms

By purchasing activities through the Kiwi Experience Trip Planner, you acknowledge and agree to abide by all of the terms and conditions outlined above. It is your responsibility to read and understand these terms prior to making a booking. Kiwi Experience reserves the right to update or modify these terms at any time. Changes will be communicated via the website or by email to account holders. Continued use of your Trip Planner account and participation in activities constitutes your acceptance of any revised terms.

We thank you for choosing Kiwi Experience and wish you a safe, enjoyable, and memorable adventure!