Return & Refund Policy

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This Return Policy describes how cancellations, reschedules and refunds are handled for the active recreation programs booked through Pluzaringhul. Our intention is to be fair to participants while making sure our small team and partner suppliers can operate sustainably. This policy applies in addition to the rights you have under the New Zealand Consumer Guarantees Act and the Fair Trading Act.

1. Confirmation of a booking

A booking becomes confirmed only after we send you a written confirmation by email. The confirmation includes the program details, the meeting point, the price you have paid and the cancellation deadlines that apply to your specific date.

2. Cancellation by the participant

You can cancel a confirmed booking at any time before the program starts. The amount we can refund depends on how early you let us know:

• More than 7 days before the program: full refund, minus any non-recoverable third-party fees clearly mentioned in your confirmation.
• Between 7 and 2 days before the program: 50% refund or, if you prefer, full credit valid for 12 months.
• Less than 48 hours before the program: refunds are not generally possible, but we will always try to offer a credit when circumstances are exceptional (sudden illness, urgent family situation).

3. Cancellation or change by us

If we have to cancel a program because of weather, sea conditions, trail closure or any other safety-related reason, you will be offered a choice between:

• Rescheduling to the next available date that suits you.
• Switching to a comparable alternative program at the same price.
• A full refund of the amount paid, processed within 10 working days.

4. Late arrivals and no-shows

Programs start at the agreed meeting point and time. We can normally wait up to 15 minutes for a late participant before the group has to start without them. Missed start times count as a no-show and are not refundable, but we will always try to offer a credit if circumstances allow.

5. Equipment hire

If your program includes equipment hire (bikes, paddles, shells, helmets), the equipment must be returned in the condition it was received. Reasonable wear is expected. Significant damage caused by misuse may be charged at the replacement cost set by our supplier and clearly listed in your confirmation email.

6. Gift vouchers and credits

Gift vouchers and program credits are valid for 12 months from the date of issue and can be applied to any program of equal or lower value. Vouchers are non-refundable but may be transferred to another person before they are redeemed.

7. How to request a refund

To request a cancellation or refund, please reply to your confirmation email or get in touch through our Contacts page. Include your booking reference, the date of the program and a brief explanation. We aim to acknowledge requests within two working days and to process approved refunds within ten working days.

8. Statutory rights

Nothing in this Return Policy limits or excludes the rights you have under New Zealand consumer protection law. If a service we provide fails to meet a guarantee under that law, you may be entitled to a remedy at no cost to you.

9. Changes to this policy

This Return Policy may be updated to reflect changes in our partners' terms or in applicable law. The current version, with its revision date, is always available on this page. The version that applies to your booking is the one published at the time of confirmation.

10. Contact

If you have any question about cancellations or refunds, the easiest way to reach us is through the Contacts page.