Terms and Conditions
BOOKING TERMS AND CONDITIONS
Price
This website contains price information. Unless specified prices are shown in New Zealand dollars (NZD) and charged as such. All purchases on this website will be charged the equivalent in NZD at the bank exchange rate of the day. Prices include Goods and Services Tax. We accept all major credit cards. A credit card fee of 2% will be charged when paying by credit card. Credit card fees are non-refundable unless as a result of "cancellations or changes by operator" detailed below.
Check in
All participants must check in a minimum of 30 minutes before their scheduled tour departure time.
You may be required to verify your credit / debit card when checking in, as well as provide photo identification. This verification process protects you against credit / debit card fraud and ensures your security when making credit / debit card payments.
Missed Tours or Late Arrivals
If you are late or miss your scheduled tour time, your ticket(s) are forfeited and non-refundable. New bookings will incur the full tour cost and are subject to availability.
Changes to bookings
If you need to make changes to your booking, please contact our team on 0800 456 922
Amendments can be made up to 24 hours before your pre-booked tour time.
Our tours can book out well in advance. If you need to make changes to your booking, we recommend doing so as soon as possible.
Please note, amendments to your booking are subject to availability. If your preferred tour time or date is not available and you would like to cancel your booking, our below cancellation policy applies.
Cancellation Policy
Cancellations or changes to your booking must be made by phone between the business hours of 9am-4pm daily to the Discover Waitomo office at least 24 hours ahead of the booked experience, free phone 0800 456 922 or international calling +64 7878 8228. If you cannot contact us via phone please email caveinfo@waitomo.com
Cancellations made within 24 hours of the booked experience occurring are 100% non-refundable. Cancellations made prior to 24 hours of the booked experience occurring are refundable. In the case of a cancellation where a refund is allowed, the refund will be made to the card used in the original transaction method.
Cancellations on Combo tours must be made 24 hours ahead of the first scheduled cave tour.
Cancellations for the Kiwi Cave combo must be made 24 hours ahead of the first scheduled cave tour.
Cancellations on bookings that have been made via a voucher will not be refunded.
Cancellation Group Policy
Cancellations or changes to your group booking (e.g. direct, agent, and tour companies) must be made by email to the Discover Waitomo office at least 72 hours ahead of the booked experience, email caveinfo@waitomo.com. Cancellations made within 72 hours of the booked experience occurring are 100% non-refundable. Cancellations or changes made prior to 72 hours of the booked experience occurring are refundable. In the case of a cancellation where a refund is allowed, the refund will be made to the card used in the original transaction method.
Cancellations or changes by the operator
Discover Waitomo reserves the right to cancel bookings as a result of health and safety concerns, weather conditions, or unforeseen events or circumstances. In the event that your experience is cancelled by the operator, you will be entitled to a 100% refund of your purchase.
Refunds
All purchases on this website are non-refundable unless as a result of cancellations detailed below. All refunds are in NZD and subject to fluctuations in currency/exchange rates.
Gift Vouchers
Gift vouchers do not have a confirmed tour date or departure time. To confirm your tour date and departure time please book by calling us directly on 0800 456 922. Redemptions are subject to availability and must be confirmed at least 24 hours in advance.
Gift Voucher Terms & Conditions
Vouchers are for one use only and subject to availability.
Vouchers are not exchangeable for cash and are non-refundable.
The voucher's expiry date is shown on the front of the voucher.
The voucher is valid up to and including the expiry date and cannot be extended.
Vouchers cannot be returned or refunded.
To use the voucher, the voucher holder must redeem the voucher using the voucher's unique serial number on our website or calling us on 0800 456 922 before the voucher expires.
Each voucher can only be used once.
The Merchant is not responsible for vouchers lost, stolen, destroyed,used without purchaser's permission or voucher holder forgetting to use the voucher before the expiry date.
Pricing Validity
Price and tour times shown on our website are valid from 1st October 2024 until 30th September 2025 and are subject to change without notice.
Availability
All tours are subject to availability and weather conditions.
No pets allowed on any sites
No pets or domestic animals are allowed on all Discover Waitomo sites - even if your pet is on a lead, in a harness, carrier or otherwise contained.
No smoking
Smoking is prohibited on all Discover Waitomo sites.
Waitomo Trail Run - Survey Prize
Waitomo Trail Run Survey Prize Draw – Terms and Conditions
1. Eligibility:
• The prize draw is open to all participants of the Waitomo Trail Run who complete the post-event survey.
• Participants must be at least 18 years old or have the consent of a parent or guardian to enter.
2. How to Enter:
• To enter, participants must complete and submit the official post-event survey provided by Waitomo Trail Run organizers.
• Only one entry per participant is allowed.
3. Prize:
• The prize is a Family Top Cave Combo Pass, allowing access to the top caves at Waitomo for two adults and two children.
• The prize is non-transferable and cannot be exchanged for cash or an alternative.
4. Draw Date:
• The prize draw will take place 30th January 2024 The winner will be selected randomly from all eligible survey entries.
5. Winner Notification:
• The winner will be notified via the contact information provided in the survey.
• If the winner cannot be contacted within 14 days after the draw, a new winner may be selected.
6. Public Announcement:
• The winner's first name and initial surname may be announced on Waitomo Trail Run's official communication channels and website.
7. Data Privacy:
• Personal information collected during the survey and prize draw will be used solely to administer the draw and will not be shared with third parties.
8. Disqualification:
• Waitomo Trail Run organisers reserve the right to disqualify any participant who is found to violate the terms and conditions or who engages in any fraudulent or inappropriate behaviour.
9. Amendments:
• Waitomo Trail Run organisers reserve the right to amend the terms and conditions or cancel the prize draw at any time.
Waitomo Glowworm Caves – Experience Specific Additional Terms and Conditions
Most Popular Cave Combo includes guided tours of the Waitomo Glowworm Caves and Ruakuri Cave.
Valid from 1st October 2024 until 30th September 2025. Family pass is for 2 adults and 2 children, with the ability to add an extra child when purchased with a family pass only. Child age is 4-14 years inclusive. Children under 4 are free, but you will still need to add them to your booking to secure their position on the tour. Discount is not valid with any other promotion. Saving is on individual cave prices versus combo prices. Prices and tour times are subject to change without notice. Tours are subject to availability and weather conditions. No smoking, food, drink or litter are permitted inside the caves. Photography and video are not permitted inside the Waitomo Glowworm Caves but is allowed inside the Ruakuri Cave.
Twin Cave Combo includes guided tours of the Waitomo Glowworm Caves and Aranui Cave.
Valid from 1st October 2024 until 30th September 2025. Family pass is for 2 adults and 2 children, with the ability to add an extra child when purchased with a family pass only. Child age is 4-14 years inclusive. Children under 4 are free, but you will still need to add them to your booking to secure their position on the tour. Discount is not valid with any other promotion. Saving is on individual cave prices versus combo prices. Prices and tour times are subject to change without notice. Tours are subject to availability and weather conditions. No smoking, food, drink or litter are permitted inside the caves. Photography and video are not permitted inside the Waitomo Glowworm Caves but is allowed inside the Aranui Cave.
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. Child age is 4-14 years inclusive (proof may be required). Children under 4 are free, but will still need to be added to your total booking. Family Pass is for 2 adults and 2 children. Additional children can be added at a reduced rate when purchased with a family pass only. No smoking, food, drink or litter are permitted inside the caves. Management reserve the right to refuse entry to the caves. Photography and videography is not allowed on this tour. Offer may not be used in conjunction with other special offers.
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. Child age is 4-14 years inclusive (proof may be required). Children under 4 are free, but will still need to be added to your total booking. Family Pass is for 2 adults and 2 children. Additional children can be added at a reduced rate when purchased with a family pass only. No smoking, food, drink or litter are permitted inside the caves. Management reserve the right to refuse entry to the caves. Offer may not be used in conjunction with other special offers.
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. Child age is 4-14 years inclusive (proof may be required). Children under 4 are free, but will still need to be added to your total booking. Family Pass is for 2 adults and 2 children. Additional children can be added at a reduced rate. No smoking, food, drink or litter are permitted inside the caves. Management reserve the right to refuse entry to the caves. Offer may not be used in conjunction with other special offers.
The Legendary Black Water Rafting Co. – Experience Specific Additional Terms and Conditions
Attention is drawn to the fact that caving is regarded as a hazardous activity. Therefore we cannot accept any responsibility for injury or property loss/damage. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All disabilities and medical conditions should be made known to our reservation office prior to tour departure. We reserve the right to cancel/alter any tour times at any time. We reserve the right to change the prices of tours at any time. Minimum of 2 people per trip. We reserve the right to cancel tours due to minimum numbers. If your tour is cancelled as it does not meet minimum numbers you are entitled to a refund if we cannot book you on another tour at a suitable time.
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. To complete the Black Labyrinth cave tubing tour requires a moderate level of fitness. Minimum weight restriction of 45kg+ apply, and the minimum age is 12 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Minimum of 2 people per trip. Maximum of 12 people per trip. Youth prices are for 15 years and younger and must be over 45kg (proof of age may be required). Family tickets are for 2 adults and 2 youths. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Black Labrinyth and Twin Cabin Combo
Rates for this combo are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. Book a minimum of 2 adults for a Black Labrinyth experience tour and get a night's stay in the Waitomo Homestead Cabin. This experience must be completed within 2 days. The deal must be purchased as a package price.To complete the Black Labyrinth cave tubing tour requires a moderate level of fitness. A minimum weight restriction of 45kg+ apply, and the minimum age is 12 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Minimum of 2 people per trip. Maximum of 12 people per trip. Youth prices are for 15 years and younger and must be over 45kg (proof of age may be required). Family tickets are for 2 adults and 2 youths. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Black Labrinyth and Quad Cabin Combo
Rates for this combo are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. Book a minimum of 3 adults for a Black Labrinyth experience tour and get a night's stay in the Waitomo Homestead Cabin. This experience must be completed within 2 days. The deal must be purchased as a package price.To complete the Black Labyrinth cave tubing tour requires a moderate level of fitness. A minimum weight restriction of 45kg+ apply, and the minimum age is 12 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Minimum of 2 people per trip. Maximum of 12 people per trip. Youth prices are for 15 years and younger and must be over 45kg (proof of age may be required). Family tickets are for 2 adults and 2 youths. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. To complete the Black Abyss cave tubing tour requires a moderate level of fitness. Minimum weight restriction of 45kg+ apply and the minimum age is 16 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Minimum of 4 people per trip. Maximum of 8 people per trip. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Black Abyss and Twin Cabin Combo
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. When booking this combo deal you must book a minimum of 2 adults and stay to do the Black Labrinyth adventures within 2 days of each other. To complete the Black Abyss cave tubing tour requires a moderate level of fitness. Minimum weight restriction of 45kg+ apply and the minimum age is 16 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Black Abyss and Quad Cabin Combo
Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST. When booking this combo deal you must book a minimum of 3 adults and stay to do the Black Labrinyth adventures within 2 days of each other. To complete the Black Abyss cave tubing tour requires a moderate level of fitness. Minimum weight restriction of 45kg+ apply and the minimum age is 16 years old. Guides reserve the right to refuse to take anyone into the cave that they consider to be unsuited for the tour (e.g. physically incapable or too small). All equipment is provided, including footwear, tubes, wetsuits, helmets, abseiling devices and safety equipment. You will need to bring your swimwear and a towel. Subject to availability and weather conditions. Cameras and GoPro's cannot be taken on this tour for safety reasons. Offer may not be used in conjunction with other special offers.
Refer to individual attraction website for full terms and conditions; Rotorua Canopy Tours. Rates are in NZD and are valid from 1st October 2024 until 30th September 2025 and are inclusive of 15% GST.
Price is valid from the 1st October 2023 until 30th September 2024, is in NZ dollars and includes GST. All purchases are non-refundable. Package price only is available (individual experiences must be purchased directly from each operator). Opening days: Ruakuri Cave and Hobbiton Movie set are closed on the 25th of December each year. All other experiences are open every day of the year. All other experiences are open every day of the year. Hobbiton / Te Puia (Te Po) / Discover Waitomo are owned and operated by different entities. These entities have entered into an arrangement to provide a package offering to customers. All bookings are fielded through Te Puia. For Hobbiton and Te Puia please refer to their individual websites for full terms and conditions.
Price is valid from the 1st October 2023 until 30th September 2024, is in NZ dollars and includes GST. All purchases are non-refundable. Package price only is available (individual experiences must be purchased directly from each operator). Opening days: Black Water Rafting and Hobbiton Movie set is closed on the 25th of December each year. All other experiences are open every day of the year. Hobbiton / Te Puia (Te Po) / Black Water Rafting Co. are owned and operated by different entities. These entities have entered into an arrangement to provide a package offering to customers. All bookings are fielded through Te Puia. For Hobbiton (www.hobbitontours.com) and Te Puia (www.tepuia.com) please refer to their individual websites for full terms and conditions.
Social Media Competition Terms and Conditions
The promoter is Tourism Holdings Limited (THL), 83 Beach Road, Auckland 1010. THL retains the right to change the Terms and Conditions of the competition at any time. If any prize is amended/cancelled for reasons outside of THL’s control, THL holds the right to amend/cancel the competition. Entry is open to anyone except employees of THL and their immediate families. Prizes do not include travel to and from Waitomo or any additional funds. Transport and transfers are the responsibility of the winner. Tickets will not be posted to winners outside of New Zealand. Prizes cannot be transferred, exchanged, on sold or redeemed for cash. Winner will be selected by random draw. Winner must make contact by private message with their details within 24 hours or the competition will be redrawn.