En 中文
0800 656501 Freephone (within New Zealand) 1800 656501 Freephone (within Australia) Phone +64 3 249 6000 Media +64 27 313 3973 Trade +64 3 4427509
Close
Home  /  Terms & Conditions

Terms & Conditions

Standard terms and conditions:

Your acceptance of the terms and conditions outlined are required to process your reservation.

Prepayment by credit card and subsequent confirmation by RealNZ Ltd is accepted as confirmation of your booking. 

All transactions are conducted in New Zealand Dollars (NZD). Due to exchange rate fluctuations, at times there may be some variance in the amounts refunded compared to the amount initially charged. RealNZ Ltd (and associated companies) does not accept any liability for these variances or any subsequent credit card/bank charges relating to these transfers to customer's accounts. 

RealNZ (and associated companies) reserve the right to amend timetables, cancel departures, substitute plant and equipment, amend specials or offers and alter ticket prices at any time.

All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts. In the event of a cancellation or amendment to your booking, the notification period is in NZ time (NZST).

We strongly recommend travel insurance for all our experiences, especially for those that require longer notification periods for cancellation (see below).

By making a booking and consenting to our terms & conditions, you are agreeing to receive emails from us. These emails are only for internal improvement purposes and will never be passed to third parties for any mailing lists. Please ensure you have read and understand our Privacy Policy.

The majority of our vessels and all coaches are smoke-free zones, no smoking will be permitted onboard. Smoking is only allowed in the designated area on our overnight and multi-day cruises. 

Cancellations:

In the event of a cancellation or amendment to your booking, refunds will only be granted when RealNZ receives notification at least 24 hours prior (NZ time) to departure date EXCEPT:

  • Milford Sound Business Class: 48 hours prior departure
  • Milford Sound Overnight Cruises: 14 days prior to departure
  • Doubtful Sound Overnight Cruises: 14 days prior to departure
  • Selected Special Events: Refer below * 

Please note the different and additional booking terms and conditions detailed below for Discovery Expeditions, promotions and competitions.

Separate terms and conditions apply for group bookings make through trade partners.

Discovery Expeditions - Terms and Conditions:

Age: If you are over 70 years old, please consult your doctor to check your physical fitness.

Cancellations: All cancellations must be received in writing. Cancellation fees are not negotiable - we recommend travel insurance. 

Web bookings require full payment at the time of booking.

Phone and all other booking methods require a non-refundable deposit at the time of booking and full payment 120 days prior to departure.

Cancellation fees are charged on the following basis for all bookings: 

  • Outside 90 days prior to departure: NZ$100.00 per person + 20% of your ticket price
  • 89 - 60 days prior to departure: NZ$200.00 per person + 20% of your ticket price
  • Within 59 days prior to departure: 100% of your ticket price

Once the expedition has departed, no portion of the package payment is refundable in the event of the individual or group being unable to proceed.

A $50 fee is charged for amendments to a confirmed reservation. Please note we cannot accept any amendments within 59 days prior to travel.

Promo Code promotions - Terms and Conditions:

Standard terms and conditions apply, plus any relevant additional terms as mentioned above:
- Bookings made on the RealNZ website will require the promo code to be entered in the “promo code” field during the booking process - then the discount will be applied.
- The promo code is case-sensitive and must be exact
- Full payment must be made at the time of booking
- Offer cannot be transferred to another product nor redeemable for cash
- This offer is valid for the specified travel dates only and cannot be used in conjunction with any other special offer or discount
- Bookings must be made direct with RealNZ and are subject to availability
- RealNZ has the right to amend timetables, cancel departures, amend specials or offers, alter ticket prices and substitute plant at any time.

$250 RealNZ Gift Card Giveaway T&Cs

ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS:

Entering the RealNZ $250 Giveaway (“the Competition”) is considered to be accepting the below terms and conditions (“Terms and Conditions”).

  1. PROMOTER: The Promoter is RealNZ, Level 2 74 Shotover Street, Queenstown, Otago 9300.
  2. ELIGIBILITY: Open only those 18 years or over, who sign up with their email address to become part of the RealNZ email database. Employees of Promoter, its agencies or any entity involved in the development, production or administration of the promotion are not eligible to enter or win the prize. Void where prohibited by law.
  3. HOW TO WIN: An individual can enter the Competition by providing their first name and email address on the Competition page https://www.realnz.com/en/lp/subscribe-for-realnz-emails/ , or website pop-up entry form during the “Competition Period”. A fully completed response including “First name” alongside submitting an email address to sign up for the RealNZ email marketing database is considered an “Entry”. Competition is open to new sign ups only. Promoter reserves the right to verify all Entries. If a dispute arises regarding the identity of an entrant, the authorized subscriber of the email account used at the time of entry will be considered the entrant. "Authorized account subscriber" is defined as the natural person who is assigned an email address by an Internet access provider, online service provider or other organization which is responsible for assigning email addresses or the domain associated with the submitted email address. Any mechanical reproductions or automated entries are prohibited, and any use of such automated devices will cause disqualification. By entering this Competition you consent to Promoter, its promotional agencies and Competition judges storing and using the personal information you submitted with your entry for competition and advertising purposes.
  4. COMPETITION PERIOD: The Contest begins on 00:01 New Zealand Time 1st day of the current month and ends on 23:59 on the last day of the current month (“Promotion Period”). Promoter’s computer is the official clock for this Contest. Winner will be contacted within 5 working days of the Competition end date, and has 14 workings to confirm acceptance of prize, or a new winner will be selected.
  5. NUMBER OF ENTRIES: An individual can only enter once during the competition period.
  6. NOTIFICATION: The winner will be informed via email, using the email address they provided when entering.
  7. PRIZES: The winner of the competition will receive:

1 x $250 voucher for RealNZ, including a discount code for online use. This prize is non-refundable and cannot be exchanged for cash in part or full. The prize must be used to book an experience which takes place within 1 year of issue. Not applicable on all experiences. Any change to the prize will be updated in the competition terms and conditions on the Promoter website.

  1. ANNOUNCEMENTS: By participating in the competition, each entrant hereby agrees to participate in any publicity related to the competition. Entrants and winners in the competition agree that their identity may be disclosed in winner announcements and promotional material. Winners also agree to have their image used for publicity purposes without any additional payment being made.
  2. CONTRACT LAW: All agreements and contracts shall be subject solely to New Zealand law and the exclusive jurisdiction of the New Zealand courts.
  3. CHANGES TO COMPETITION: Promoter reserves the right to change the prizes or Terms and Conditions throughout the competition. Any change to the prize will be updated in the competition terms and conditions and on the Promoter website/s.
  4. PERSONAL INFORMATION: Entrants agree that personal data, especially name and email address, will be processed and signed up RealNZ email databases, shared, and otherwise used for the purposes and within the context of the Competition and any other purposes outlined in these Official Rules or the Promoter’s Privacy Policy.

Doubtful Sound Social Giveaway T&Cs 

ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS: 

Entering the Doubtful Sound Giveaway (“the Competition”) is considered to be acceptance of the following terms and conditions (“Terms and Conditions”). 

  1. PROMOTER: The Promoter is RealNZ, Level 2, 74 Shotover Street, Queenstown, Otago 9300. All agreements and contracts are governed by the laws of New Zealand and subject to the exclusive jurisdiction of New Zealand courts.
  2. ELIGIBILITY: Open to individuals aged 18 years or older who comment on the official RealNZ social media post for the giveaway and follow the RealNZ Instagram account (@real.newzealand). Employees of the Promoter, its agencies, or entities involved in the development or administration of the promotion are not eligible to enter or win. Void where prohibited by law.
  3. HOW TO WIN: To enter, participants must comment on the official giveaway post on Instagram during the Promotion Period and follow the RealNZ Instagram account (@real.newzealand). Each unique comment counts as an individual entry, so the more unique comments you leave, the more chances you have to win. Accounts must be set to public to be eligible. Fake, bot, or spam accounts will be disqualified. After the Promotion Period ends, three winners will be selected at random from eligible entries and contacted via direct message (DM) on Instagram.
  4. COMPETITION PERIOD: The Competition begins on 28/03/2025 (date of the original Instagram post) and ends 31/03/2025 at 23:59 NZDT (“Promotion Period”). The Promoter’s computer is the official clock for the Competition.
  5. NUMBER OF ENTRIES: Each comment on the Competition post equals one (1) entry. Multiple entries are allowed.
  6. NOTIFICATION: The winner will be notified via direct message on the Instagram account used for entry. Instagram profiles must be on public so that RealNZ can notify them of their winning. If profiles are private, a new winner will be chosen. Winner has 24 hours to accept before a new winner is chosen. 
  7. PRIZES: Each winner will receive 1 x Doubtful Sound Wilderness Cruise for two people. Prizes are non-transferable, non-refundable, and cannot be exchanged for cash or credit. The cruise must be booked and taken within 12 months of prize notification. Not valid on all sailing dates; blackout periods may apply. Any change to the prize will be updated in the competition terms on the Promoter’s website or social channels.
  8. PUBLICITY: By entering, participants consent to their name, comment, and likeness being used by the Promoter in announcements and promotional material without further compensation. Winners also agree to participate in any reasonable publicity related to the Competition.
  9. CHANGES TO COMPETITION: The Promoter reserves the right to change or cancel the Competition, the prize, or these Terms and Conditions at any time. Any updates will be posted on the Promoter’s website or official social media pages.
  10. PERSONAL INFORMATION: Personal data (including name, Instagram handle, and any publicly visible contact information) will be used for the purposes of administering the Competition, contacting winners, and for promotional use by RealNZ. Data will be handled in accordance with the Promoter’s Privacy Policy.

Find Dougal Giveaway T&Cs 

1. ENTRY ACCEPTANCE OF THESE TERMS AND CONDITIONS: 
Entering the Find Dougal Giveaway (“the Competition”) is considered to be acceptance of the following terms and conditions (“Terms and Conditions”). 

2. PROMOTER: The Promoter is RealNZ, Level 2, 74 Shotover Street, Queenstown, Otago 9300. All agreements and contracts are governed by the laws of New Zealand and subject to the exclusive jurisdiction of New Zealand courts.

3. ELIGIBILITY: Open to individuals aged 18 years or older who locate one of the hidden Dougal the Cow plush toys, follow RealNZ on Instagram (@real.newzealand) and Facebook (facebook.com/RealNZ.Aotearoa/) , and collect a prize tag to present at the Queenstown RealNZ Visitor Centre (88 Beech Street, Queenstown). Employees of the Promoter, its agencies, or entities involved in the development or administration of the promotion are not eligible to enter or win. Void where prohibited by law.

4. HOW TO WIN: To be eligible to win, participants must find one of three hidden Dougal the Cow plush toys in the Queenstown region by correctly following the daily clue posted on the official RealNZ Instagram or Facebook account. The prize will be awarded to the first person who:

  1. Follows the daily clue from RealNZ social channels
  2. Is the first to find Dougal at the correct location on the correct day
  3. Follows all instructions given in the clue (e.g. you must say the secret keyword)

Only participants who complete all steps as outlined by RealNZ will be eligible to win the daily prize. Each toy will include a prize tag that must be presented at the RealNZ Visitor Centre in Queenstown to redeem a prize. One prize will be awarded per winner. Limit of one prize per person for the duration of the promotion. If a prize is not found by 5PM on any given day, the same prize will remain hidden and the hunt will continue the following day until it is found. Once an individual has won a daily prize, they will not be eligible to win on subsequent days and will need to leave their prize at the RealNZ Visitor Centre, where it will be re-hidden.

5. MOREFM GIVEAWAY: One prize will be awarded through a separate competition run by MoreFM. Entry to this giveaway is via text message as directed by MoreFM on-air. The winner will be randomly drawn by MoreFM, and all aspects of entry, eligibility, and winner selection are managed solely by MoreFM. RealNZ is not responsible for the administration of this portion of the competition and is only the prize provider. The prize provided through MoreFM is non-transferable, non-refundable, and cannot be exchanged for cash or credit. It is subject to the same validity period and blackout dates as other prizes.

6. COMPETITION PERIOD: The Competition begins on 14/04/2025 and ends on 28/04/2025 or when all plush toys have been found and redeemed, whichever comes first. The Promoter’s computer is the official clock for the Competition.

7. NUMBER OF ENTRIES: Each individual can redeem one prize by finding one plush toy. Multiple entries or claims by the same person are not permitted. 

8. NOTIFICATION: Winners must present the official prize tag included with the plush toy at the RealNZ Visitor Centre in Queenstown to claim their prize. RealNZ staff will verify the tag before issuing the prize. Social media follow will be checked upon prize redemption. 

9. PRIZES: Each prize consists of one of the following RealNZ Family Passes (2 adults + 2 children under 15): 

1 x Family Pass for the TSS Earnslaw Cruise

1 x Family Pass for the Walter Peak Farm Tour on the Spirit of Queenstown OR TSS Earnslaw

1 x Family Pass for the Walter Peak Eco Experience on the TSS Earnslaw

1 x Family Pass for Walter Peak Gourmet BBQ Dining on the Spirit of Queenstown OR TSS Earnslaw

Prizes are non-transferable, non-refundable, and cannot be exchanged for cash or credit. Each prize is valid for 12 months from the date of issue. Some blackout dates may apply. 

10. PUBLICITY: By accepting a prize, winners consent to their name, photo, and likeness being used by the Promoter for promotional purposes, including on social media and other marketing channels, without further compensation. 

11. CHANGES TO COMPETITION: The Promoter reserves the right to change or cancel the Competition, the prize, or these Terms and Conditions at any time. Any updates will be posted on the Promoter’s website or official social media pages. 

12. PERSONAL INFORMATION: Personal data (including name, Instagram handle, and any publicly visible contact information) will be used for the purposes of administering the Competition, verifying prize claims, and for promotional use by RealNZ. Data will be handled in accordance with the Promoter’s Privacy Policy.

13. SAFETY & CONDUCT: Participators must display respectful behaviour — no trespassing, damaging property, or unsafe behaviour while searching. RealNZ will not be liable for any laws broken during the duration of the competition. Dougal hiding locations are all public, accessible and safe. RealNZ is not liable for any injuries or accidents during participation.