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Terms & Conditions


Important things to know below

Luxe Tours, trading under Luxe Travel Limited is a New Zealand company operating out of Te Anau and Queenstown. 

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Bookings

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  • All bookings will be processed in New Zealand dollars. 

  • Bookings will be processed when you click 'confirm booking' on the Rezdy booking system that is integrated with our website. 

  • A booking confirmation email will be sent to the email address you enter into the booking details form. We recommend keeping a copy of this email on record so that you have your booking confirmation code and other details relating to the purchased tour. 

  • The booking confirmation also acts as your proof of booking, should there be a need to request it. If you cannot produce this booking confirmation, your place on our tour may be cancelled. In this instance, a refund will not be offered if within 5 days of the tour departure date. 

  • You have the right to request an amendment to your booking such as details or date of tour. If this is within 5-days of the tour, this may trigger a non-refund. Please refer to our cancellation policy below. Luxe Tours will do its best to accommodate amendment requests.

  • If you have any issues, concerns or questions with your booking, you should contact Luxe Tours at bookings@luxetours.co.nz as soon as possible. 

  • Your credit card will be charged by 'Luxe Tours'. 

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Pay 0% / 20% Now, 80% / 100% Later Option

  • This payment option is applicable on most Milford Sound Tours. 

  • Doubtful Sound Day Tours, Doubtful Sound Overnight Tours and Te Anau Glowworm Caves are exempt. 

  • Depending on the exact tour, customers taking up this payment option will pay 0% or 20% upon booking.

  • Customers will then receive an automated payment link 7-days to go until their tour for the remaining 80% or 100%.

  • Full payment of the tour is due with 5-days to go. 

  • At 3-days to go, an communication will be made with the customer to remind them to pay for their booking. 

  • At 2-days to go, if full payment has not be received and no communication has been received from the customer, the customer's tour shall be cancelled and the customer notified. 

  • The customer can rebook but only with full payment. 

  • All refund rules as per our the Luxe Travel terms & conditions still apply when using this payment option. 

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Cancellation / Refund Policy

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  • Luxe Travel Ltd reserves the right to cancel your booking for any reason that we deem appropriate including, but not limited to, a safety concern, incorrect or false information provided, accidental over-booking, or due to an abnormal weather event occurring that impacts or closes the roads we use.

  • In the event of us cancelling your booking, for any reason, you will be entitled to a full refund which our team will process immediately. 

  • If any tour is cancelled due to weather or a road closure, you will receive a full 100% refund. 

  • Milford Sound Tours - You have the right to request an amendment to your booking, as well as change the date, number or names of guests, or other information that you have provided such as lunch & food options up to 5-days to go until the tour.

  • Milford Sound Tours - If you fully cancel your booking more than 5-days from the start of the tour, you will be provided with a 100% refund that will be processed immediately. You can also choose to credit your tour in this instance.

  • All Milford Sound Tours - If you fully cancel any Milford Sound Tour booking within 5-days of the tour, you will not be provided with a refund or credit, unless you have purchased 'Last-minute Cancellation Coverage' (see details below). This includes all Milford Sound Tour packages with add-ons such as helicopters, planes, Glowworms or Doubtful Sound.

  • If weather does not permit a helicopter or flight portion to go ahead as planned, guests shall be refunded for that portion immediately. Cancelling the remaining part of the tour package (Milford Sound Tour portion) later than 5-days to go will result in no refund. 

  • "Milford Sound from Queenstown, via Walter Peak" Tours can be cancelled up to 5-days to go for a full refund. A cancellation within this period is non-refundable.

  • Doubtful Sound Overnight Tours - These tours, operated by RealNZ, are only refundable more than 14-days to go until the tour. Any cancellation within 14-days of a Doubtful Sound Overnight tour is non-refundable, and any change request may not be able to be met within this time period. 

  • Not showing up to any tour will result in a non-refund. 

  • Luxe Travel Ltd reserves the right to remove you from our tour if we cite security or safety concerns, both psychologically or physically, to any other guest on the tour or to the driver/guide. In this instance, you will not be provided a refund. This situation may also lead to Luxe Travel Ltd requesting police assistance if the safety of the tour is deemed at risk.

  • If Luxe Travel Ltd is forced to cancel a tour due to an authority such as the government, council, Department of Conversation, NZTA, or police, guests shall have the option to credit their tour for up to 12 months, or receive a full 100% refund. 

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Refund Policy after a tour has begun but affected by cancellation

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  • In some rare circumstances, after a tour has begun, conditions outside of the control of Luxe Travel Ltd may affect the full completion of the tour. There include but are not limited to the following:

    • A change in weather that closes the road, such as snow. ​

    • Environmental conditions such as avalanche that close the road. 

    • Any road closure made by authorities. 

    • Very high winds that prevent the Milford Sound cruise from sailing. 

    • A vehicle accident in front of us that causes significant delay or full road closure. 

  • In these situations, including any others affecting the full completion of the tour, Luxe Travel Ltd will assess the loss to the customer such as the amount of usual tour that has been experienced, the guest amenities or food/drink that has been provided, and any other factors, to make a decision on providing a possible refund. 

  • In any situation where the Milford Sound cruise is cancelled, customers shall be refunded that portion as a minimum.

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Last-Minute Cancellation Coverage

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  • When booking Milford Sound tours on our website, customers will have the option to purchase 'Last-minute Cancellation Coverage'.

  • This Coverage ensures the customer can cancel their Milford Sound tour within 5-days for a 100% full refund, no questions asked. 

  • 'Last-minute Cancellation Coverage' cannot be added after the initial booking is made. 

  • Customers who did not purchase 'Last-minute Cancellation Coverage' at the time of their booking will not be entitled to a refund if cancelling their tour within 5-days to go.  

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Magic Milford Moments Photo/Reel Contest
 

  • Luxe Travel Ltd is running a photo contest called 'Magic Milford Moments' from 14th May 2024 onwards. 

  • Luxe Travel Ltd reserves the right to end the contest at any point it deems fit. 

  • Participants must submit their photo or reel to Facebook or Instagram by doing a hash-tag #magicmilford and mentioning Luxe Tours @luxetoursnz. 

  • Participants agree that by submitting their photo or reel, they are giving Luxe Travel Ltd permission to repost the image/video on their social media accounts and/or website and/or advertising material. Participants agree this is at no cost to Luxe Travel Ltd.

  • One individual winner will be selected each month and have the 'Milford Sound Day Tour' portion of their ticket refunded. If the winner booked a package - i.e. Milford Sound Day Tour + Heli Tour, they will only be refunded the Milford Sound Day Tour portion and for only one person. 

  • The winner decision is final. 

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Promotions

  • Luxe Travel Ltd reserves the right to run promotions at any time. 

  • These promotions may result in discounts for tour seats. 

  • More than one promotion cannot be combined on a booking.

  • Luxe Travel Ltd reserves the right not to compensate any customers who have already booked tour seats within the promotion period.

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Risk and Responsibility 

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  • Luxe Travel Ltd accepts no responsibility for any financial loss occurred by its guests from matters outside of its control in relation to proceeding on the tour such as in-climate weather leading to not making the tour departure time, not informing Luxe Travel Ltd that the guest wishes to have a change or cancellation or not being at the designated pick up point for the tour in the time allocated and communicated to the guest. 

  • Luxe Travel Ltd accepts no responsibility for any financial loss occurring due to unforeseen circumstances on the tour such as a delay of the cruise arrival back at Milford Sound, traffic delays, other guests causing delays or any weather event happening on the day of the tour. 

  • All Luxe Travel Ltd tours may carry a degree of risk and that by choosing to book and participate in a Luxe Travel Ltd tour, you are assuming those risks personally and by doing so release Luxe Travel Ltd (trading as Luxe Tours) from any liability, losses, claims, expenses or damages.

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Complaints

 

  • Luxe Travel takes the driving standards and safety of our tour very seriously. If you are a guest or a member of the public and you feel we have not met safe driving or behaviour expectations, you can submit a complaint. 

  • We take complaints very seriously and are required by law to investigate & act on any complaints. This may include you witnessing one of our vehicles driving above the speed limit, passing in an unsafe manner or anything you deem to be unsafe. 

  • Upon submission of a complaint, you will receive an initial response from us within 24-hours. We may or may not start an investigation. If we investigate, you will hear from us again no later than 7-days with either a resolution or update. 

  • To submit a complaint, please email us with information including: your name, email, date of action witnessed and explain what we did wrong. Our email is: hello@luxetours.co.nz

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Rezdy

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  • Rezdy provides our booking and payment services. Their policies in relation to payment processing, privacy, security, cookies, terms & conditions, and data, can be found here: https://www.rezdy.com

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Contact

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  • You accept that you should contact us at hello@luxetours.co.nz if you have any concerns or questions in relation to the above terms and conditions, as well as our privacy policy. Not doing so releases Luxe Travel Ltd from being aware of any issue or concern that may result in a loss for you. 

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