Frequently Asked Questions

How do I book with you?
Please refer to the “Booking – How it works?”.

How can I pay? Do you accept card payment? Debit and credit card? How secure is payment process?

You can pay using the following methods:

a) Internet Banking / Wire transfer to our bank account, or

b) Debit or Credit cards (we accept all card types like Visa, Mastercard & AMEX)

We use renowned, secure online payment platforms like Poli Payment NZ and Stripe. You’ll receive a secure payment link directing you to these trusted payment processing platforms, where you can safely enter your card details with peace of mind. We neither have the ability to access nor store your sensitive card information, as your payment is processed directly on these secure platforms.

What is generally included in your tours?

• Pickup and drop-off at your desired location or a location near your desired location
• Private vehicle experience with a guide/driver exclusively for your group
• Packaged water bottles
• Packaged snacks
• WiFi in the vehicle
• Commentary
• Use of charging cables & emergency rain gear

What should I bring with me?

Be in comfortable walking shoes and clothing. It’s recommended to have sunscreen if the weather is sunny. Weather can change rapidly in many regions of New Zealand, so carrying a warm, waterproof jacket is always a good idea.

How clean can I expect your vehicle interior?

We do thorough interior cleaning, which includes sanitization, before picking you up. We ensure that our customers travel in a clean, comfortable, and hygienic vehicle.

How many passengers can your vehicle take?
We can offer a comfortable vehicle based on the group size & luggage requirement. Our vehicles can accommodate anywhere from 1 passengers to 10 passengers, and their luggage.

Do you I need to have my own travel insurance?

We do not provide travel insurance. Travelers should have their own comprehensive travel insurance for situations in which things don’t go as planned.

What is your cancellation and refund policy?

We understand the importance of flexibility in holiday planning. We will provide you with a copy of the booking terms and conditions along with quote for your review before payment and booking confirmation, which will include all applicable policies in detail. For your quick reference, there is no cancellation charge for single-day tours if you cancel at least 24 hours before the scheduled journey. For multi-day tours, the cancellation charge is as little as 10% of the total booking amount if canceled at least 7 days before the scheduled journey.

How much luggage can I carry with me while on tour?

We have variable luggage capacity depending on the availability of a particular vehicle. Before booking confirmation, we will coordinate with you regarding your luggage and do our best to offer the right vehicle to comfortably fit all your luggage.

How do I feel safe while travelling with you?

Your safety is our main priority. We want our customers to always have a pleasant travel experience, which is why we offer the following:

Our Guide-Driver: Our guides/drivers are reliable, professional, responsible, English-speaking, adhere to all legal requirements, and strive for customer satisfaction. They are thoroughly vetted with a good track record. We will provide you with details of your allocated guide/driver, including their full legal name and identification photo, after booking confirmation and before pickup.

Our Vehicle: Our vehicles are highly reliable, with the current certificate of fitness as per legal requirements, and inspected before every trip. We will provide you with the vehicle details (such as model, color, and registration number) after booking confirmation and before pickup.

Wi-Fi on board: Our vehicles offer free Wi-Fi during the journey so you can stay in touch with your loved ones or share your live location through an app that you trust.

Do you have a total mobility vehicle?

As of now, we do not have a total mobility (wheelchair accessible) vehicle in our fleet.

I’ve left something in your vehicle, where can I find it?

We strongly encourage passenger(s) to check all of their belongings before leaving the vehicle. If you’ve accidentally left something behind, please contact us at +64 22-500-6545 or bookings@waimatejourneys.com. Provide essential details like your name, tour date and time, and we will assist you in finding it.