Terms & conditions
At Forgotten World Adventures we strive to ensure that all our experiences are delivered at the highest level of safety, while also being fun and adventurous. Please read our Ts&Cs below to ensure you understand the key points, including some do’s and don’ts while in the railway corridor and/or on the Whanganui River.
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Things you need to know
Terms & conditions
Digital Liability: Pre-Arrival Waiver and Consent / Risk Disclosure
14 days prior to their booking with us, the lead booker (the person who made the booking and whose email address is attached to the booking), will receive a link to an electronic pre-arrival waiver form via email from our software provider ‘Wherewolf’. A pre-arrival waiver form must kindly be completed and submitted online by each guest named on the booking (or on behalf of the guest if they are 15 years of age or under) ahead of their tour departure date. The lead booker must kindly forward the link to individual guests in their group/booking in order for them to complete their own pre-arrival waiver individually. The form contains an important section relating to ‘Guest Consent and Risk Disclosure’. You can view this form here. Children aged 15 and under do not need to complete their own waiver but we do require the legal guardian travelling with that child to complete a waiver on their behalf please. If the lead booker wishes to complete the waiver on behalf of one or more additional guests from their booking in addition to their own, they must ensure the individual(s) concerned are fully aware of the questions asked, including the information pertaining to the risk disclosure section presented in the waiver, and that they are providing their consent.
Please contact us if you have any questions. We are always here to help.
TERMS AND CONDITIONS
Once the Operator, Forgotten World Adventures Ltd, (hereinafter referred to as “the Operator”), confirms your booking, a contract is made between you and the Operator under the terms and conditions set out below. Your statutory rights are not affected. In a booking with more than one passenger the ‘lead passenger’ will be deemed to have accepted the terms and conditions on behalf of all passengers within the booking. The ‘lead passenger’ is the passenger who makes the booking on behalf of all passengers in a multi-passenger booking.
The Operator runs both RailCart, Jet Boat day tours and multi-day tours as well as various bespoke tours. These tours are operated on the condition that the Operator shall not be liable for any sickness, injury, damage, loss, accident, delay or irregularity which may be occasioned, either directly or indirectly, by reason of any defect in any RailCart, vehicle or vessel, by weather, by any other cause, or through acts of default of a company or person engaged in conveying the passengers, or in carrying out arrangements for these activities.
RESERVATIONS, PAYMENT AND CANCELLATION POLICY
PAYMENTS
Payment is preferred by direct credit into our bank account, but we do accept Visa and MasterCard. Credit card payments will incur a 1.5% surcharge. If these methods of payment are not suitable, please make contact with us to discuss other options. All payments must be cleared into Forgotten World Adventures’ accounts before a booking is deemed confirmed.
If you make payment via a debit to your nominated credit card, the amount debited at the time of booking confirmation will be in New Zealand dollars (inclusive of New Zealand Goods and Services Tax) on the booking page prior to you clicking “make payment” on that page. The deposit may be converted to your local currency by your credit card company. Depending upon the currency of the booking, your credit card’s currency and the country in which your card was issued, your credit card provider may impose foreign exchange fees and other fees in accordance with your arrangements with that credit card provider. We are not responsible for currency conversion or any fees imposed by your credit card provider and any questions relating to such matters should be directed to them.
Should any foreign bank account bank fees be incurred by Forgotten World Adventures in refunding any payment; such fees will be passed directly on to the relevant customer(s).
PAYMENT AND CANCELLATION/ REFUND POLICY
Forgotten World Adventures needs to be notified in writing of all cancellations. We realise circumstances change and we will work with you through any situation that might arise but the standard cancellation and refund policies will be the default: Cancellation of your booking must be in writing to either the Operator at bookings@fwa.co.nz (for direct or website bookings) or the authorised Agent through which your booking was made. If your booking was made through an authorised Agent, all amendments and cancellations must be made directly through the Agent and not with the Operator (the Agent may also levy cancellation charges in addition to those noted below – please check with the Agent at time of booking). When written notification has been received by the Operator, a fee will be levied to cover the costs incurred.
Multi-day/ Combo Tours (The Epic, The Expedition, The Ultimate, Rail River Combo)
Payment
– A 50% deposit must be received in order to confirm a booking.
– Full payment of invoice must be received 120 days prior to tour departure date.
Cancellation Policy
Written notice of cancellation received 42 days or more from tour departure date:
– 20% of the total tour cost plus any third party cancellation fees is non-refundable. The balance will be refunded.
– or guests can choose to amend the tour departure date, subject to space and availability. There will be no charge for this amendment but any difference in price will be payable.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
Written notice of cancellation received 7-41 days from tour departure date:
– 50% of the total tour cost plus any third party cancellation feels is non-refundable. The balance will be refunded.
– or guests can choose to amend the tour departure date, subject to space and availability. There will be no charge for this amendment but any difference in price will be payable.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
Written notice of cancellation received less than 7 days from tour departure date:
– 100% of the total tour cost is non-refundable. No refund available.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
After tour commencement:
No refund available.
Day Tours (The Republic, Tokirima Taster):
Payment:
– Full payment is required at the time of booking in order to confirm a booking.
Cancellation Policy
Written notice of cancellation received 14 days or more from tour departure date:
– 20% of the total tour cost plus any third party cancellation fees is non-refundable. The balance will be refunded.
– or guests can choose to amend the tour departure date, subject to space and availability. There will be no charge for this amendment but any difference in price will be payable.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
Written notice of cancellation received 2-13 days from tour departure date:
– 50% of the total tour cost plus any third party cancellation fees is non-refundable. The balance will be refunded.
– or guests can choose to amend the tour departure date, subject to space and availability. There will be no charge for this amendment but any difference in price will be payable.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
Written notice of cancellation received less than 48 hours from tour departure date:
– 100% of the total tour cost plus any third party cancellation fees is non-refundable. The balance will be refunded.
– or guests can transfer the tour pass to another named guest if they are able to travel on your booked dates.
Minimum Numbers
The Epic, The Expedition and The Ultimate tours require a minimum number of full fare adults to cover minimum operating costs. Should we not have enough passengers to run, we hold the right to cancel the tour. Notification will be given 1 month (30 days) before tour departure if we are unable to depart and we will look for alternatives for you.
Your Options:
a) We will change your booking date/time to the next available and confirmed departure for the tour you want.
b) Cancel your trip and be fully refunded after notice of cancellation has been given.
Cancellation by Forgotten World Adventures (the Operator)
Forgotten World Adventures (the Operator) reserves the right to alter, amend or cancel any trip should unforeseen circumstances, adverse weather affecting guest safety and comfort, unforeseen operational reasons or any other issue or circumstance outside of FWA’s control necessitate this. Once the tour has departed from Taumarunui, Whangamōmona or Stratford, no portion of the package payment is refundable in the event of an individual or group being unable to proceed further on the adventure, for whatever reason.
Refund Policy
In the event that a refund is owed, refunds will be processed within 5-15 working days..
Package Refund Policy
Any unused portion(s) of a package is not refundable, except in instances where a component of the package is cancelled due to adverse weather affecting client safety and comfort, unforeseen operational reasons or any other issue or unforeseen circumstance outside of FWA’s control, prior to departure, and/ or during the tour, by the Operator.
Gift Vouchers
(both monetary value vouchers and vouchers for a specific named 'experience')
Gift vouchers are valid for two years from the date of purchase.
Gift vouchers and Family passes are non-refundable.
A voucher purchased for any given experience (including a Family pass) can only be exchanged for a different experience by paying the difference between the purchase price of the voucher and the price of the experience as per the present day’s cost, if the present day’s cost is greater..
Exclusive and Custom Tours
If we are undertaking an exclusive tour for you, there are some changes to our standard Terms and Conditions. A deposit of 20% is required to confirm the booking and full payment is due 60 days prior to arrival. Cancellations will be refunded less the 20% deposit, which can be used to book another tour within three years of the cancellation date. Please note that cancellations within 7 days of departure will result in the 20% deposit being forfeited.
Agents and Third Party Operators
Please contact Forgotten World Adventures to discuss payment and cancellation requirements for third party bookings.
Promotions
All reservations pertaining to a promotional offer must be paid in full at the time of booking in order to be entitled to the promotional offer. Promotions relate to direct bookings through Forgotten World Adventures only. Promotions exclude bookings made through agents or a third party.
If you or any member of your party have any medical condition or disability at the time of booking and/or at any other time until the completion of your tour which may affect your participation, please tell us so we can advise you of the suitability of your chosen trip. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline the booking.
Although Forgotten World Adventures will provide assistance where possible, we do require anyone who uses a wheelchair to be accompanied by an able-bodied caregiver.
The person in control of the rail cart must have a current Driver’s Licence (restricted or full). Participants must obey the instructions of all FWA staff at all times. Equally if a participant causes damage to FWA property or that of any third party their trip will be terminated and we will be under no further liability for refunds or in meeting any costs incurred as a result.
- My successors, executors and administrators are bound by the Terms and Conditions;
- I agree not to commence any litigation proceedings in any country in relation to the risks and liabilities set out above and to indemnify the Operator against any claims;
- I confirm and warrant I suffer no medical conditions, which may affect my ability to participate in the activity;
- I consent to receive medical treatment in the case of injury, accident or illness during the activity and to indemnify the Operator against any claims, costs or expenses in respect of the treatment;
- I agree that any film, sound, video or other recordings taken of or during the activity will not be used in any production, or advertising without prior consent of the Operator, however the Operator may use such recordings itself at its complete discretion without any prior approval.
- I agree to listen to and cooperate with my driver/host/guide/conductor or any other FWA staff, follow their instructions and make sure any children in my care do the same.
- I agree that I will not cause offence, distress, danger or annoyance to other participants.
- I understand the use of drones during the activity is forbidden.
The consumption of alcohol, drugs and smoking is not permitted at any time by any person while in the SOL railway corridor or whilst in any FWA vehicle, vessel or any third party conveyance.
Any person in control of a rail cart must not be under the influence of alcohol or any drug that affects his/her ability to control the rail cart.
We reserve the right to refuse participation should any person be in what FWA staff consider to be a state of intoxication.
We strongly recommend you take out travel insurance to cover any unexpected changes to plans.
The Operator reserves the right to change these Terms and Conditions at any time without notifying customers. Any booking correspondence will be subject to the Terms and Conditions which apply at the time of the correspondence and you are advised to read all the Terms and Conditions carefully on each occasion.
This website and all component parts, including these Terms and Conditions, are governed exclusively by the laws of New Zealand and you agree to submit to the exclusive jurisdiction of the Courts of New Zealand.
FWA hope you never have anything but positive things to say about your adventure and our service. However, in the event that you do, we would like to find out about it immediately. Please bring any comments to our attention to allow us to resolve the matter.
Upon proceeding with payment of your deposit, you and those in your booking party agree to be bound by all the above Terms and Conditions and acknowledge your receipt and understanding of these Terms and Conditions.
We can shift your vehicle for an additional charge – this means moving your vehicle from point A to point B, ensuring it’s waiting for you at your final destination at the end of your experience with us. This allows guests to continue their onward journey without needing to return to their starting point (e.g., Taumarunui). A vehicle shift can be added on when making a booking online, or alternatively, it can be arranged separately with our Bookings team via email or phone. But remember, we always shuttle guests back to their starting point. We can also offer this service for rental cars, excluding those rented through Euro Car. Please note that Forgotten World Adventures does not insure any guest vehicle when performing a vehicle shift service. However, rental companies can be provided with our driver’s name and a copy of their licence to be added as a named driver on the rental policy.
Our vehicle shifters are certified and licensed. Forgotten World Adventures will provide a responsible driver, over the age of 25, holding the appropriate licences and familiar with the local roads. They will adhere to driving conditions and speed limits. However, if an accident or damage occurs during the vehicle transfer, your car insurance will need to cover this. If you’re uncomfortable with this arrangement, we won’t be able to move your vehicle unfortunately. Forgotten World Adventures is happy to provide proof of any designated driver’s licence upon request.
Our vehicle shifters can also move camper vans if required by the owner.
To celebrate the launch of our new website on 14th October 2024, we’re running a promo whereby the first 100 people to purchase their experiences via our website will receive an automatic discount of 10% if they submit the promo code WEBLAUNCH24 at the time of booking online. This offer is only valid if you book to travel before the end of the 2024/25 season, which is up to and including 10th May 2025, for the sake of clarity. Offer closes on 11/11/24 or when we hit the hundred – whichever comes first. This promotion applies to adult, child and family rates and all six Forgotten World Adventures experiences (Tokirima Taster, The Republic, Rail River Combo, The Ultimate, The Expedition and The Epic). The code applies to direct bookings only and those made as a result of seeing this promotion on our October 2024 EDM newsletter. Bookings made through a third party operator are not entitled to this promotion. This promotion cannot be combined with any other promotion. Gift vouchers are not redeemable for cash under any circumstances. Confirmed bookings must be paid in full at time of booking for promotion to be applied – this applies to day tours and multi-day/combo tours. A booking is not considered confirmed without payment in full.
Contact
If you have any questions, or information to share, please fill out our contact form and we’ll respond within two business days. In the meantime, take a look at our FAQ – your question might already be answered there.
or email info@fwa.co.nz
