Terms of Use
Please take your time to review our terms and conditions and contact us if you have any further questions.
Pricing
All pricing is displayed and charged in New Zealand dollars and includes relevant taxes. Real Rotorua reserves the right to alter published prices at any time. Child prices apply to children aged 6-15 years inclusive for all activities.
Eligibility Requirements
Our walking tours take place on forest trails, which may include uneven or slippery surfaces. Walks can be up to 2 kilometers in length and require a moderate level of fitness and good balance.
All participants are responsible for ensuring they meet the physical requirements of the tour before making a booking.
Physical requirements
● Must be able to walk continuously for up to 20 minutes
● Climb a full flight of stairs without using handrails for assistance.
Cancellation Policy
Cancellations
Guest(s) will receive a full refund for cancellations made at least 24 hours before the selected activity date. Guest(s) will also receive a full refund or credit in case of operator cancellation due to weather or other unforeseen circumstances. If a cancellation is made within 24 hours of the selected activity date, no refund will be made. Refunds may only be obtained from the Booking Agent.
Guest(s) must contact the local service provider to verify the exact pick up time. Please, be at the confirmed pick up point 10 minutes before departure. Guest(s) who arrive after the arranged departure/pick up time are considered no-shows and will not be refunded. Contact us by phone/e-mail to cancel or inquire about a cancellation.
Private tour refund policy: No refunds within two weeks of departure unless the Operator cancels the activity due to weather or other unforeseen circumstances. Otherwise, refunds are granted solely at the discretion of the Agent according to the Operator’s cancellation policy. Refunds may only be obtained from the Booking Agent.
Operator Cancellation: The Operator reserves all rights to cancel any Activity at its discretion for (but not limited to) any of the following reasons: a) land; b) weather conditions; c) lack of numbers participating in the Activity; d) unsuitability of Guest(s) due to reasons such as age, ill health, poor fitness, intoxication or any other reasons rendering a Guest unsuitable or unfit to participate in the activity; e) any other circumstances which are beyond the reasonable control of the Operator. All Guests agree to adhere to any instructions in relation to the Activity from the Operator at all times.
Medical Considerations
Before you come on tour with us, please disclose any medical conditions or disabilities. Medical conditions or disabilities will not automatically exclude you from taking part in the tour. If you have concerns about a condition, please contact us prior to booking.
Risk Disclosure
Your health is our top priority, and we have put special measures in place to keep all guests safe both during and after your activity. However, there will always be elements of the tour and the working environment that are beyond our control. We strongly encourage you to read all information carefully before booking.
These risks may include but are not limited to:
● Uneven grounds, exposed tree roots and rocks which could increase the risk of slips, trips and falls resulting in bruising, cuts, strains, sprains or broken bones.
● Falling objects from above, like tree branches and epiphytes.
● Vehicle collision.
● Geothermal landscapes: can be potentially dangerous. Hazards include thin crust surfaces, hot geothermal gasses and fluids, high concentrations of carbon dioxide and sulphur gasses. Contact with them can cause serious injuries such as burns, asphyxiation or death. Staying on formed tracks and behind barriers is of the utmost importance. Please, when bathing in geothermal waters keep your head above water at all times because of the risk of contracting the rare but potentially fatal disease Amoebic Meningitis.
Photos and Video
Guest photos taken on tour will be provided to guests free of charge, these will be taken to the best of the guide’s ability but as lighting and weather conditions can be challenging we cannot guarantee the quality of these images. Real Rotorua reserves the rights to use any recording and images for promotional purposes without reward.
Photos of guests may be used by Real Rotorua for promotional purposes.