1. Vouchers are valid for travel in one direction for the route stated on the Voucher, except with an Unlimited Travel Pass where you can re-travel certain sections (see point 20).

  2. Travel using the Voucher must commence within 12 months of the date of purchase unless otherwise stated. Travel Passes are valid for 12 months from the first date of travel, or until you have travelled once over all sections of the Travel Pass, whichever occurs first.

  3. Travel agent vouchers or website E-Tickets are not valid Travel Passes and must be exchanged for a valid Travel Pass before you can travel on a Kiwi Experience service.

  4. Travel Passes which have expired may be extended on the following terms. A Travel Pass can expire either because you did not use it within 12 months of purchase (or such lesser period if stated in the specific terms of purchase) or you have not finished your travels within 12 months from the first date of travel. Extensions must be requested and paid for prior to the expiry date of the Travel Pass. A charge of NZD$50 per month (period) of extension applies to all extensions. Further, if you wish to extend your Travel Pass prior to your first date of travel and the current Travel Pass price is higher at time of extension than the price you paid for your Travel Pass, the difference must also be paid. There are no refunds in the event the Travel Pass price at the time of extension is less than the price you paid for your Travel Pass.

  5. Kiwi Experience assumes no responsibility for lost or stolen Travel Passes. Upon proof of purchase, Kiwi Experience may, at its sole discretion, issue a replacement Travel Pass. An NZD$25 re-issue fee will apply.

  6. Kiwi Experience Travel Passes are non-transferable.

  7. Cancellation policy for Travel Passes: In the event you have purchased a Travel Pass and subsequently wish to cancel it, Kiwi Experience may refund your Travel Pass at its sole discretion, in which event you will be required to pay a cancellation fee as follows: a. where the purchase price of the Travel Pass is less than NZD$200, the cancellation fee shall be equivalent to the price paid for the Travel Pass; b. where the purchase price of the Travel Pass is greater than NZD$200, the cancellation fee is NZD$200. No Travel Pass may be cancelled following the first date of travel.

  8. Travel reservations are recommended on Kiwi Experience services and should be made at least 5 days before departure to give you the best chance of a seat in the summer period (1 January to 30 April), and 2 days before departure to ensure a seat at other times. Changes to reservations must be made at least 24 hours prior to departure. All reservations and changes must be made by contacting our reservations department:
    Ph: +64 (9) 336 4286 or email: travel@kiwiex.co.nz

  9. No Shows: Should you fail to show for any booked and confirmed departure your Travel Pass will become invalid unless and until an NZD$50 fee is paid to reinstate the Travel Pass.

  10. Kiwi Experience reserves the right to vary any fares, routes, overnight stops, pricing, inclusions, accommodation operators, departure dates, times and locations without notice. Kiwi Experience reserves the right to substitute other vehicles in place of our own. Kiwi Experience product inclusions and advertised accommodation operators are not guaranteed and will be provided where possible.

  11. Kiwi Experience will endeavour to adhere to stated departure and arrival times but will not be liable for any failure to meet those times or for any cancellation or delay of Kiwi Experience services.

  12. Kiwi Experience shall not be liable for any loss or damage of any kind, including indirect or consequential loss or damage, arising directly or indirectly out of a cancellation or abandonment of, or delay to, any trip, however caused.

  13. Kiwi Experience has preferred agreements with accommodation providers however we cannot always guarantee your first choice of accommodation.

  14. Luggage is limited to one piece at 23 kilograms. For additional luggage, charges may apply.

  15. Kiwi Experience reserves the right to refuse to carry any passenger, luggage or goods at its sole discretion.

  16. Kiwi Experience will not be liable for the sickness of, injury to, or death of, any passenger, or the loss of, or damage to, any personal effects, whether caused by Kiwi Experience’s negligence or otherwise. There is no travel insurance cover included in the price of a Travel Pass and Kiwi Experience recommends that you obtain travel insurance to cover any sickness, injury, or loss that may occur while you are travelling with Kiwi Experience.

  17. You agree to indemnify Kiwi Experience against any loss, damage or expense suffered or incurred by Kiwi Experience, its officers, employees, agents or related companies as a result of any claim by any third party whose claim arises from your use of your Travel Pass or your acts or omissions while travelling on any Kiwi Experience service.

  18. Where the services of another operator are provided as part of the Travel Pass it is agreed and understood that Kiwi Experience has no responsibility whatsoever for any default of that operator.

  19. Child fares apply for passengers under 15 years old. Passengers under 18 years must travel with their parent(s), spouse or guardian. There must be at least 1 parent, spouse or guardian for every 2 passengers under 18 years old. Proof of identification and age may be requested and failure to provide such proof may invalidate your Travel Pass.

  20. “Unlimited Travel” is available only on Kiwi Experience National Passes validated as ‘Unlimited Travel’ on the Kiwi Experience pass. Unlimited Travel excludes the Cape, Deep South, Waitomo Wanderer and any other sectors operated by an external supplier to Kiwi Experience. Unlimited Travel is subject to availability with first-time Travel Pass users having priority. Unlimited Travel is valid for 12 months from the date of first validation, as per the standard Kiwi Experience Travel Pass validity. The Unlimited Travel Pass user is entitled to reuse the pass for repeat travel, provided that travel follows the fixed route stipulated on the pass type. Unlimited Travel cannot be used for repeat, back to- back travel on any specific section of the route and the whole route must be completed before repeating any sector. Unlimited Travel Passes are nontransferable and identification must be presented to the driver. Kiwi Experience reserves the right to cancel Unlimited Travel without reason. Failure to adhere to these conditions will result in you being removed from the relevant Kiwi Experience service and being liable to pay for any sectors travelled in breach of these conditions.

  21. Kiwi Experience does not offer the Waitomo sector on routes heading North. No Kiwi Experience Travel Pass that includes the Waitomo sector can exchange the Waitomo sector going Southbound for a trip operated by the Waitomo Wanderer going Northbound.

  22. These terms and conditions are governed by the law of New Zealand and you and Kiwi Experience agree to submit to the jurisdiction of the courts of New Zealand in any dispute. Nothing in these terms and conditions affects your rights under the Consumer Guarantees Act 1993.

  23. Kiwi Experience may, at any time and without notice, vary any of these terms and conditions.

  24. Kiwi Experience will not be liable for breach of, or any failure to perform its obligations under, these terms and conditions where such breach or failure is caused by anything beyond Kiwi Experience’s reasonable control including, but not limited to, war, civil commotion, hostility, act of terrorism, strike, lockout, other industrial act, weather phenomena or other act of God, or governmental regulation or direction.

  25. If any part of these terms and conditions is held to be invalid, unenforceable or illegal for any reason, they will be deemed to be amended by the addition or deletion of wording necessary to remove the invalid, unenforceable or illegal part, but otherwise to remain unchanged to the maximum extent permissible under applicable law.

Age Restrictions

We offer tours designed for persons aged 18 – 39 years. Unfortunately this means persons under 18 years and those over 39 years at the time of travel cannot travel with us. Please do not make a booking for anyone under the age of 18 years or over the age of 39 years as unfortunately we will have to return your money minus card processor fees.

Travel Insurance

Travel insurance is your responsibility and it is an absolute requirement that you have it for your tour. Please check your policy documents thoroughly to ensure you are adequately covered for your travel arrangements, including flights, activities and excursions for the duration of your time overseas, including if necessary, to cover any extra days in case of delays.

Please check that any activities that you plan to do or take part in are covered to your satisfaction by your insurance.

Travel Documents

It is your responsibility to ensure you have the necessary travel documents for your trip, including having a valid passport and visa (if applicable). We will not be held responsible in any way for you not having the correct travel documentation. We are, however, happy to assist you with any general advice or queries you may have.

For entry into most countries you will need to have at least 6 months of validity left on your passport. This is a general rule of thumb. Please check entry requirements for the country you plan on travelling to which may also include visa requirements.

Travel Advice and Vaccinations

British Citizens should refer to the travel advice posted by the Foreign and Commonwealth Office at https://www.fco.gov.uk/ for all the countries you intend to visit.

Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged necessary vaccinations for your itinerary.

Tour Operators

The products available on our website are operated in conjunction with local and international tour operators & suppliers and are therefore subject to tour specific and also sometimes component-specific booking & cancellation terms and polices. Please refer to the Booking Terms for full details when prompted to in the checkout process, for each respective tour.

General Conduct & Behaviour

Your enjoyment and safety is our main concern, and we want you to have a great time. However, antisocial / abusive / dangerous behaviour will not be tolerated. Operators reserve the right to ask anyone who is deliberately or negligently not complying, or causing trouble, to leave the group – in which case no refund can be given and you will have no claim against the Tour Operator who asked you to leave, or any other party (including, for the avoidance of doubt, no claim against us as Retailer).

Acceptance of Risk

By booking a tour, you acknowledge that the nature of travel is adventurous and participation involves a degree of personal risk. In some cases, you may be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives at home. Group leaders will always be with you during group activities to advise on best practice with regards to safety however there may still be inherent risks due to the nature of the activity and you need to take all reasonable precautions at all times. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you assume the personal risks attendant upon such travel.

If you chose to drink alcohol at any time during the tour then you accept all responsibility for your own safety and that of your belongings.

Rolling Deposits

If you decide to cancel your booking more than 70 days before the first day of the tour, you may request in writing that we (Travelbug Tours) provide you with a rolling deposit voucher for a future tour.

The rolling deposit voucher must be redeemed within two years from the date of cancellation (not two years from the date of the tour you decided to cancel). The voucher can be transferred to a friend once but cannot be transferred a second time. One voucher per person per trip.

Price Match Guarantee

We are confident that we won't be beaten on our price for the same tour elsewhere. If you find the same tour with the same activities on the same dates cheaper elsewhere, we will refund you the difference + £50 once you have a confirmed booking with us. For the same tour to be considered 'cheaper' elsewhere, the normal price of the tour on their website (not the sale price) in £ (GBP) must be at least 1% cheaper than our price (whether our tour is on sale or not) to take into account any currency exchange rates/fees.

Cryptocurrency bookings

Where you are paying for a tour in Cryptocurrency, you agree that you will pay the full price of the tour at the time of booking.

On receipt of any Cryptocurrency payments from you, it is instantaneously converted to fiat in order for us to pay our suppliers, partners and related costs.

Bookings made in Cryptocurrency shall be subject to the same terms and conditions as bookings made in traditional (fiat) currencies save for the following:

Any return of Cryptocurrency payments to you shall be paid back to you in the same Cryptocurrency and to the same wallet address. E.g. if you paid in BTC, you will receive a refund in BTC.

The amount of Cryptocurrency returned to you shall be the equivalent of the GBP tour booking price you paid, and based on the GBP/ Cryptocurrency exchange rate at the time of the return of Cryptocurrency is issued (minus any fees and charges). Neither you nor us should profit from any price fluctuations of any Cryptocurrency between the time you paid for the tour and the time we had to return your monies to you.

For example, you may have sent 0.2368 BTC (at today’s rate that is £1750) to Travelbug Tours in full payment of a tour when you booked a tour with us. If you decide you no longer want to join the tour (and it is more than 70 days prior to the tour start date), we will refund you in BTC the amount of BTC equivalent to £1750 (minus your deposit, fees and applicable charges) at the time of the refund. The rate will be determined by a selected Cryptocurrency partner at the time.

Competitions and Offers etc.

Competitions, offers, sales and/or discounts are strictly subject to the terms and conditions of the competition, offer, sale and/or discount.

Tree Program

Travelbug Tours is committed to responsible travel. As part of this commitment, we will plant a tree for every customer who goes on one of our tours within a reasonable time of the tour taking place.

Trip Cancellations

In certain limited circumstances a Tour Operator may have to cancel a trip. This is entirely out of the control of Travelbug Tours (who are a Retailer only) but please note a Tour Operator may only cancel a trip if it is lawful to do so. Please refer to the specific Booking Terms for more information (which are provided to you before booking a respective tour). A Tour Operator is likely to offer alternative tour dates, a contribution to or pay for flight changes and/or some accommodation to assist with cancellations by the Tour Operator, although this is not up to us so cannot be guaranteed.


Travelbug Tours, as a Retailer, shall not be held responsible for any loss as a result of failure of any third-parties (including but not limited to Airlines, Tour Operators & Hoteliers), or any other acts or omissions outside of Travelbug Tours' direct control, including failure to provide your tour service or any part of your tour service. If you have any complaints or claims about the provision of your tour, or any part thereof, you should direct your correspondence to the Tour Operator named on the Booking Terms. Please be assured that the Tour Operator, as the provider of your booked services, is fully liable to you for the performance and provision of your tour. ​

We only partner with extremely reputable Tour Operators based in the EU, who are members of ABTA and are bonded and able to provide you with financial protection in the event of their insolvency to at least the standards required by EU law.

We are happy to assist in helping you make contact with any Operator to whom we have a direct contractual relationship, in this regard.

Travelbug Tours

Travelbug Tours is a trading name of Charlie Bravo Services Limited, a limited company registered in England with Companies House. Any reference to Travelbug Tours is ultimately a reference to Charlie Bravo Services Limited.


Governing Law and Jurisdiction

These terms and any agreement between you and Travelbug Tours are governed by the laws of England. Any dispute be subject to the exclusive jurisdiction of the courts of England.