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The Small Print

Terms & Conditions

Please read the following Terms and Conditions carefully, as they govern your booking and travel experience with Rove Experience Ltd, a NZ owned business trading out of Wellington, New Zealand. By making a booking, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.

PRICING

  • All prices are in New Zealand Dollars (NZD) and include 15% Goods and Services Tax (GST).
  • Additional fees may apply depending on your chosen payment method, as set by the payment gateway provider.
  • Tour prices are on a per person and are subject to change without notice.
  • Pricing applicable from 01/Apr/2025 through to 31/Mar/2026.
  • Once you have clicked ‘process my booking’ your credit card will be charged the full amount owing in New Zealand dollars. Please email us immediately if any details are incorrect or changes needed. A sales consultant will process your booking request and send your updated confirmation via email during office hours. Please note that our standard office hours are 8.00am - 5.00pm, Mon-Fri. 

AGE RESTRICTIONS

  • Some of our experiences are restricted to guests aged 18 and over—such as wine or gin tastings, craft brewery tours, and other experiences that may include alcohol. Please don’t be offended if we ask to see your ID.
  • In accordance with New Zealand law, children under the age of 7 must use an approved child restraint seat. Due to the varied nature of our tour vehicles, we are unable to accommodate bookings that include children under 7.
  • Children under the age of 16 must be accompanied by an adult at all times, including during stops at tour locations.

WAIRARAPA TOURS

  • On rare occasions, the Remutaka Hill Road may be closed due to severe weather conditions. This will affect any tours that include travel to or through the Wairarapa region.
  • In such cases, you will be offered a full refund or the option to reschedule for an alternative tour of equal or lesser value.
  • If you choose an alternative tour, it must be taken within 12 months of your original booking date.

TOUR CANCELLATIONS & ITINERARY CHANGES

  • Cancellations more than 48 hours before the scheduled start time: Full refund of the ticket price (excluding credit card surcharges and booking fees).
  • Cancellations between 24–48 hours before the scheduled start time: 75% refund of the ticket price (excluding credit card surcharges and booking fees).
  • Cancellations less than 24 hours before the scheduled start time: 25% refund of the ticket price (excluding credit card surcharges and booking fees).
  • No-shows or No communication: No refund will be issued.
  • While it’s highly unlikely, we may occasionally need to make minor changes to your tour due to circumstances beyond our control (e.g. temporary closures). If this occurs, we’ll notify you as soon as possible. If the changes are unsuitable, you are entitled to a full refund (excluding credit card surcharges and booking fees), regardless of how close to the tour start time the change is made.
  • If external factors beyond our control delay your return and affect your onward travel plans, we will do our best to assist you. However, we are not responsible for any additional costs incurred in amending those arrangements.
  • If your tour cannot be attended due to government-imposed travel restrictions, pandemic-related health issues, or other unforeseen circumstances beyond your control, and it falls within the cancellation period stated above, we will honour the booking value as credit for 12 months.

REFUNDS

  • Tour Commencement: No refunds will be issued once a tour has commenced, except in cases of extenuating circumstances. Such circumstances will be assessed on a case-by-case basis, and any decisions regarding refunds will be made at the sole discretion of RoveXperience Limited.
  • Weather Interruptions: Weather-related interruptions are beyond our control. While we will make every effort to rearrange services in such situations, RoveXperience Limited cannot be held financially responsible for any resulting disruptions. We strongly recommend that all guests obtain comprehensive travel insurance to cover unforeseen events.
  • Tour Cancellation by RoveXperience: If RoveXperience must cancel your tour prior to the scheduled start date, you will be offered either a full refund or the option to reschedule for an alternative tour of equal or lesser value. If you choose to reschedule, the new tour must be taken within 12 months of the original tour date. If you prefer not to reschedule, a full refund will be issued. No cancellation fee will apply in these instances.

OTHER TERMS

  • We advise that all tours may carry a degree of risk and that by participating in the tour or service provided by Rove Experience Ltd you are expressly assuming those risks personally and are releasing Rove Experience Ltd from any liability, claims, losses, damages or expenses.

PHOTOGRAPHY & MEDIA CONSENT

By booking with RoveXperience, you acknowledge and agree that we may take photographs or video footage of you during your experience. These images or videos may be used or republished by RoveXperience in print or electronic formats for lawful purposes, including but not limited to marketing, advertising, and display on our website or social media channels.

If you do not wish to be photographed or recorded, please inform us prior to or at the start of your tour. We respect your privacy and will make every reasonable effort to exclude you from images or edit you out before publishing.

Privacy

By booking a tour with us, you consent to the collection and use of your personal information as described in this Privacy Policy. We collect your details solely for the purpose of processing your booking and providing relevant updates to ensure the best possible experience with us.

We take your privacy seriously. All personal information is securely stored and will not be shared with any third parties, except where necessary to fulfil your booking (e.g., with our service providers). Customer transactions are handled with the highest level of confidentiality.

Our booking and payment platform, Rezdy and RezdyPay, are Level 1 PCI DSS compliant, which is the highest standard of security available for processing payment card transactions.

If you have subscribed to our mailing list, you agree to receive occasional updates from us. You can unsubscribe or update your contact preferences at any time by contacting us at hello@rovex.co.nz 

For any questions about how we handle your personal information, please reach out to us at the same email.

Health & Safety

At RoveXperience Ltd, we are committed to providing a safe and enjoyable experience—a “day out with a difference.”

Your health and safety, as well as that of our staff, is our highest priority.

Please inform us at the time of booking if you have any medical condition that may require attention, medication, or special assistance. We recommend that all guests bring any necessary medications with them.

While we take the utmost care to ensure your safety, some risk is inherent in the nature of our activities. To help keep everyone safe, all customers must:

  • Always Follow the instructions of the Tour Guide.
  • Wear a seatbelt while the vehicle is in motion.
  • Remain seated during travel and avoid distracting the Driver or Tour Guide.

Potential Risks May Include:

  • Bee stings (anaphylaxis)
  • Slips, trips, and falls
  • Rockfall
  • Vehicle collision
  • Allergic reactions to food items

Please advise us of any food allergies, medical conditions, or specific requirements at the time of booking. Your Tour Guide will also confirm this information before the tour begins.

In the event of an earthquake, please drop to the ground, cover your head, and hold on.

Before your tour begins, your Tour Guide will deliver a health and safety briefing outlining the known hazards specific to your tour.

We are dedicated to ensuring you have a safe, enjoyable, and memorable experience.

Vehicle Safety:

  • Our vehicles fully comply with NZTA requirements for passenger transport and undergo a six-monthly Certificate of Fitness (COF) safety inspection.
  • Vehicles are serviced every 10,000 km to ensure reliability and safety.
  • All our staff hold the necessary licences and passenger endorsements to operate vehicles safely.
  • We actively encourage feedback and implement changes where practicable to improve safety and service.
  • We stay informed on the latest safety regulations and best practices to ensure we follow industry-leading standards.
  • All our tour vehicles are 100% smoke-free to maintain a clean and comfortable environment.