Terms & Conditions

Terms and Conditions
These terms and conditions apply to the use of the Everything New Zealand websites found at www.everythingnewzealand.com and www.everythingqueenstown.com. In addition, the Big Red Group Privacy Policy applies to your use of these websites.

These terms and conditions specifically refer to the following products and services which may be purchased or accessed via our websites:

Experience Vouchers, Gift Vouchers

Experience Voucher – an Everything New Zealand voucher for a specific experience.

Tickets – a ticket, pass or coupon to gain entry to a park, attraction, tour, show or event.

Gift Voucher – an Everything New Zealand voucher with a dollar value that can be used as currency to purchase from the Everything New Zealand and Everything Queenstown websites.

Bookings – an instant booking on the Everything New Zealand & Everything Queenstown website regardless of payment type

Throughout these terms and conditions, the above products and services are collectively referred to as ‘Everything New Zealand Products'.

1. Making a Purchase
When you purchase and/or use an Everything New Zealand product, by clicking “Process My Booking”, you become legally bound by these terms and conditions and the Big Red Group Privacy Policy. Please do not proceed to purchase/use your Everything New Zealand product until you have read, understood and accepted these terms and conditions.

When you make a purchase on behalf of another individual (such as purchasing an experience or gift voucher for them) and you provide us with their personal information, you warrant that you are authorised to provide us with that personal information and that we are able to use that personal information for the purposes as set out in our privacy policy. This would include, for example, using their email address to undertake delivery of the purchase.

If you have any queries, please contact us and we will be pleased to assist.

Contact our friendly customer service team at [email protected]

2. Booking Cancellations
Our experience providers have their own cancellation policies which you are bound to follow. Please refer to the cancellation terms section on the product description page for the policy specific to your chosen experience. In the case of cancellations by you or if you fail to show at the booked time or day, you may lose your voucher completely if the Experience Provider is unable to fill your space on the day. If an Experience Provider needs to cancel an experience for any reason, you will be offered to reschedule to a convenient alternative date, or provided with a credit from the supplier. In the event of multiple experience cancellations by the Experience Provider or if the Experience Provider cannot reschedule within a reasonable period of time, you may be entitled to a remedy in accordance with your statutory consumer guarantee rights (see below). Except as required by your statutory consumer guarantee rights, Everything New Zealand will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.

In all other circumstances, cancelling a booking with Everything New Zealand can result in cancellation fees being applied by Everything New Zealand, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Everything New Zealand Voucher for specific details). When cancelling any booking you will be notified via email of the total cancellation fees.

If a booking is cancelled by 'The Experience Provider' and you are unable to reschedule please contact us. Explain the reason for the cancellation and the person you spoke to and if possible, your voucher number. We will then offer you a 100% credit so you can realise this tour at a later date or use it towards the cost of another experience offered on our website. Alternatively, you can contact us to discuss further action in line with our change and cancellation policy. 

If you need to reschedule, change or cancel your booking you will need to contact us (Everything New Zealand) so we can first get authorization to do so from the respective Experience Provider.

If you cancel your booking, then you will need to contact us to request a credit. All credits are entirely at the discretion of Everything New Zealand. We recommend purchasing Change & Cancellation Protection to protect your booking. (see point 3 below)

If you cancel within 72 hours of the scheduled departure time, then no credit will be given.

'No shows' on the day of your activity will result in you being charged a 100% cancellation fee.

The Experience Provider reserves the absolute right to cancel any service as a result of weather conditions, insufficient numbers or any other unforeseen event or circumstances. In this instance, you can choose to reschedule directly with The Experience Provider or request a credit from Everything New Zealand.

Guarantees and Warranties required by law
You should contact Everything New Zealand with any issues with a product or experience voucher purchased through Everything New Zealand. Upon receiving your query, Everything New Zealand will contact the supplier or Experience Provider to endeavour to resolve the issue on your behalf. If your issue cannot be resolved, we will provide you a remedy in accordance with your statutory consumer guarantee rights and these terms and conditions.

In particular:

  • In respect of services, it is the independent Experience Providers who provide the experience to you following the redemption of an experience voucher (see section 9). You will be entitled to a refund in accordance with your statutory consumer guarantee rights if there is a major failure with the Experience Provider not providing the experience with due skill and care, not providing the experience within a reasonable period of time within the validity period, or with the experience not being fit for the purpose described at the point of sale.

Please note that refunds can only be processed back to the original purchaser.

3. Change & Cancellation Protection (CCP)
CCP provides flexibility and peace of mind and will protect you if you change your mind or need to cancel a booking for any reason. As long as you contact us no less than 72 hours prior to the departure time of the specified activity we will allow you to change the time or date of departure for no additional cost. Or you cancel your booking all together and receive a 100% credit for use toward another tour booking or a refund back to your credit card with a 25% administration fee.

CCP is not travel insurance. The Everything Travel Group do not take any responsibility or cover for any out of pocket expenses caused before, during or after travel. CCP is limited only to the value of activities booked & paid for via the Everything Travel Group website at the same time CCP was purchased.

CCP is only available prior to completion of your transaction and can not be purchased retrospectively.

CCP is non refundable.

Please note, as mentioned above, some experience providers have their own cancellation policies which extend beyond the Everything New Zealand 72 hour change and cancellation period. These include but are not limited to:

  • Real NZ Milford Sound overnight and Doubtful sound overnight cruises require a minimum of 30 days notice for changes or cancellations to be considered otherwise a 100% cancellation fee applies.


4. Selection of Everything New Zealand Products

Experience Vouchers
The purchaser or recipient of an experience voucher, at any time during the validity period, can make a booking, for any experience on the Everything New Zealand website. The experience presented on the voucher is only a suggestion from the purchaser of the voucher. Tour operators reserve the right to alter ticket prices at any time. 

Your experience voucher is flexible and can be used as a method of payment for any Everything New Zealand bookings on the website. However, if you choose an experience of higher value, you will be required and prompted to pay the difference. Additionally, if the new experience chosen is of lesser value, any remaining balance will be held on that voucher for use at a future date.

The value of your voucher that becomes available does not include any delivery or transaction fees paid at the time of purchase.

Booking Requests
Availability via booking requests can take between 2-4 hours to be confirmed or denied. Make sure to allow for this in your plans.


5. Prices
We reserve the right to change prices without notice. Where applicable, all prices include Goods and Services Tax (GST) at the current rate of 15% in New Zealand.

Everything New Zealand may charge a transaction fee to recover the costs it incurs for various payment methods. Everything New Zealand charges no fees for payments made using debit cards, ZipPay or AfterPay and fees will not apply when redeeming a voucher.

Transaction fees vary dependent on the payment method chosen.

If transaction fees apply, the transaction fees charged will be clearly displayed to Everything New Zealand customers at the time of purchase.

Sometimes, despite our best efforts, products may be incorrectly displayed on our website at a price that is lower than the correct price. Where there is such a manifest error, we will notify you of the error as soon as possible to provide you with the option of purchasing the product at the correct price. In the event that you do not wish to pay the correct price, we reserve our rights to cancel your order, in which case we will refund you any payments that you have made to us in respect of that product.

6. Transfer of Everything New Zealand Gift Vouchers

All valid and unused Everything New Zealand Gift Vouchers are fully transferable. Everything New Zealand accepts no responsibility for any stolen or fraudulent Vouchers. It is the responsibility of the person who holds possession of the voucher to ensure the safe keeping of the Voucher(s).

Vouchers (including experience vouchers, gift vouchers,) may not, without the prior written consent of the Big Red Group, be resold or offered for resale (including via on-line auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes. If a voucher is sold or used in breach of this condition, the voucher may be cancelled without a refund and holder of the voucher will be unable to use the voucher.

Big Red Group cannot guarantee the validity of any voucher offered for resale on 3rd party websites such as Viagogo, Facebook, eBay, Trade Me or Gumtree.

Gift Vouchers
Defaced, mutilated, altered, lost, or stolen vouchers and/or cards will not be replaced, refunded, or redeemed. Gift Vouchers and Gift cards are redeemable for any product on the Everything New Zealand website. Not redeemable for cash and cannot be refunded. Cannot be used in conjunction with promotional offers. Gift Vouchers will expire 12 months from the date of issue. Gift Vouchers will be void and may not be redeemed after the expiry date. Cannot be reloaded. We reserve the right to change the Terms of Use at any time. For further assistance, contact us at [email protected]


7. Lost Vouchers and/or Tickets
If an Everything New Zealand Voucher or Ticket is received and subsequently lost, the recipient may be eligible to have a replacement Voucher or Ticket emailed to them.

Conditions for replacement of lost Everything New Zealand Vouchers or Tickets:

  1. The voucher or ticket is still valid and has not yet been used.
  2. Proof of purchase is provided; either an order number, purchaser's full name or purchaser's email address.
  3. Everything New Zealand is able to correctly verify you as the original recipient.
  4. The replacement of a voucher or ticket meets with the relevant experience provider’s terms and conditions.

Please note it is the voucher recipient's responsibility to obtain and provide Everything New Zealand with all required verification details. Failure to do so will mean no replacement voucher or ticket can be issued.


8. Voucher Delivery via Email
It is the responsibility of the purchaser to correctly address products. Everything New Zealand cannot be held responsible for missing or delayed orders where incorrect or incomplete delivery details have been provided.

Everything New Zealand is not liable or responsible for any loss suffered as a result of a Voucher or Ticket sent via email being blocked by filters or firewalls, or where the incorrect email address has been entered by the purchaser. If the recipient does not receive the email Voucher or Ticket, please contact us immediately on to send vouchers to an alternative email address.

9. Providers of Experiences
Nothing in these terms (including the exclusions and limitations in this section 8) excludes, restricts or modifies any guarantee, right or remedy that under law cannot be excluded, modified or restricted such as your statutory consumer guarantee rights, including under the New Zealand Consumer Law (for more information see section 2).

 Subject to such legislation:

  • Vouchers are sold by Everything New Zealand as agent for businesses that provide tourism, lifestyle and recreational services to customers (‘Experience Providers').
  • Everything New Zealand is not a provider of experiences and Experience Providers provide these services to customers. Everything New Zealand has no responsibility for any services or experiences provided or not provided by the Experience Provider or any other party.
  • Everything New Zealand makes no warranty or representation regarding the standard of any service to be provided to you by the Experience Provider.
  • All Everything New Zealand vouchers and tickets are issued subject to the terms and conditions of each Experience Provider and these Everything New Zealand terms and conditions.
  • Everything New Zealand does not control the business operations of any Experience Provider.
  • Everything New Zealand make no guarantees or warranties about the services that are provided to you by the Experience Providers.

10. Everything New Zealand’s Liability
Nothing in these terms (including the exclusions and limitations in this section 10) excludes, restricts or modifies any guarantee, right or remedy that under law cannot be excluded, modified or restricted such as your statutory consumer guarantee rights, including under the New Zealand Consumer Law (for more information see section 2 and section 10). Subject to such legislation, Everything New Zealand has:

  • No liability for any act, omission or default, whether negligent or otherwise of any Experience Provider or third party.
  • No liability for any loss or damage occasioned by any negligent act or omission of any Experience Provider or third party.

Where Everything New Zealand's liability cannot be excluded by law, such liability is limited to the value of the Voucher or Ticket purchased to the extent permitted by law, including the Australian Consumer Law (for more information see section 2).

11. Availability of Experiences
All experiences are offered by Experience Providers subject to availability. Bookings are recommended to be made at least 3 weeks in advance. If you would like to book during peak times (such as weekends or holidays), you should book further in advance. Bookings are not finalised until you have received the email entitled "Confirmation of your booking". Please be advised that some experiences display availability dates on the website. These dates are guidelines only and are subject to change. We suggest that if you plan to purchase a voucher for a date listed at short notice, you contact us to ensure there is still availability before completing the transaction.

    All Everything New Zealand experiences are subject to removal from our website at any time without notice.

    In the event that an experience is removed from the site and the Experience Provider is no longer honouring bookings or an experience is otherwise no longer available, you will be offered a choice of remedy in accordance with your statutory consumer guarantee rights such as an alternative experience of the same value (if available) or a refund back to the original purchaser only (for more information on your statutory consumer guarantee rights see section 2).

    Where you choose to receive a refund, the refund will be processed back to the purchaser only (we are unable to provide a refund to the recipient of an experience voucher) for the original amount paid excluding any delivery and transaction fees. Where the original purchase was made by Gift Voucher, the experience voucher will be credited in the original form of tender.

    Everything New Zealand accepts no liability for the removal of experience from the website (subject to your statutory consumer guarantee rights, for more information see section 2).

    12. Contact Details Given to Experience Providers
    It is your responsibility to ensure you enter your email address and other contact details correctly when you complete the experience booking process on an Everything New Zealand website. Failure to do so may result in loss or incorrect delivery of the email confirmation of your experience. As the experience provider will be expecting you, you may end up forfeiting your experience (subject to the experience provider's terms and conditions).

    13. The Weather
    Many experiences are weather dependent. You will have the Experience Provider's details so you can call to confirm whether adverse weather affects your proposed experience. We suggest you call on the morning of your experience if you have any doubt about the weather suitability. If bad weather affects a booking, you will be offered alternative times to reschedule at no cost to you, or provided with a credit from the supplier. if the supplier is unable to reschedule, please contact Everything New Zealand within 7 days of the cancellation to arrange a recredit to the payment method you used to make the booking. In the event of multiple cancellations for adverse weather or if the Experience Provider cannot reschedule within a reasonable period of time, you may be entitled to a remedy in accordance with your statutory consumer guarantee rights (for more information see section 2).?

    14. Complaints or Problems During Your Experience
    If you have a problem or a complaint on the day of your experience, please bring this to the experience provider's attention immediately so that issues may be addressed on the spot, where possible.

    15. Insurance
    Some of the experiences that we promote as an agent are considered dangerous. Prior to ordering or participating in any experience you should be aware of the risks involved. Everything New Zealand can provide further information if you are in any doubt about any experience. Experience providers warrant that they maintain appropriate public liability insurance for all risks associated with its business and service provisions. We make no warranty or representation about their business or services whatsoever (subject to your statutory consumer guarantee rights, for more information see section 2). The responsibility rests with you to make independent enquiries with the experience provider or other third parties as to the need to acquire your own insurance cover.

    Independent experience providers provide the information about their experiences. We try to ensure that our promotional information is accurate and up-to-date. However, the content or format of some experiences may change slightly from time to time. The experiences provider (upon confirmation of each booking) will provide the final details about each experience. The experiences provider will notify you of any subsequent changes. Your participation in each experience is conditional upon your acceptance of the experience provider's terms and conditions at the time your booking is confirmed by the experience provider.

    17. Illustrations on Our Sites
    The photographs used on our websites to illustrate single or multi-location experiences are provided to us by experiences providers and are used as an indication only of the machines, vehicles, craft, venues and animals you will experience.

    18. Experience Locations
    Everything New Zealand experience providers are located at many of New Zealand’s best locations. We are continually adding locations but occasionally we may need to stop featuring some venues. Where locations are described as "New Zealand-wide" the description is indicative only. Some experiences may not be available in remote areas.

    19. Experience Session Length
    Experience session lengths are approximate and are given by experience providers as a guide to the total time you will be at their venue. Unless otherwise stated, you will normally take your turn with the experience provider's other customers and there may be waiting time involved. Any itinerary provided to you is indicative only and the order of events may change.

    20. Restrictions on Taking Experience
    Certain Experiences provided by experience providers are subject to minimum age, weight, health or other restrictions. These restrictions are outlined on the relevant experience information page and also in the email of your booking confirmation. Please read this information carefully. It is your responsibility to understand any restrictions prior to confirming your booking. If you are later forced to cancel due to restrictions, you may be liable for charges by the provider of your experience or forfeit the experience all together. It is your responsibility to adhere to the State-based rules and guidelines relating to COVID-19. You may be turned away on the day of the experience if you are not able to produce evidence that you have complied with the State-based regulations, such as full vaccination or medical exemption. Failure to adhere to these or other State-based guidelines may result in forfeiture of monies paid. Please refer to section 2 - Cancellations.

    21. Promotional Offers
    Everything New Zealand offers promotional discounts and special offers from time to time ('Promotional Offers' or 'Promotional Codes'. If you have a Promotional Code, it should be entered at the final payment screen where prompted. By redeeming any of Experience Oz's Promotional Codes or Promotional Offers, you agree to accept and comply with all of the following terms and conditions of use.

    • Promotional codes carry a minimum spend value unless stated otherwise. This minimum spend value refers to payments made using any accepted payment method excluding vouchers and gift cards.
    • Promotional Offers and Promotional Codes cannot be used in conjunction with Gift Vouchers or Gift Cards.
    • If you have been provided a valid Promotional Code, you must enter it into the designated field in the shopping cart. Otherwise, your discount will not be applied.
    • Promotional Codes must be used before the designated expiration date. No extensions will be allowed under any circumstances.
    • Promotional Codes and Promotional Offers cannot be combined.
    • Unless otherwise specified Promotional Codes may only be used once per person.
    • Where multiple Promotional Codes are offered, only one can be used per transaction.
    • Where multiple discounts apply, the user will receive the maximum discount available.
    • Everything New Zealand reserves the right to verify the validity of Promotional Code use at any time. If there has been (or we have reason to believe there has been) any unauthorised use we will immediately act to rectify this.
    • Everything New Zealand reserves the right to remove any Promotional Offer or Promotional Code without notice at any time.
    • Promotional Offers and Promotional Codes may be subject to additional terms and conditions as specified in the relevant Promotion from time to time.

    22. Other Information
    The text and illustrations (including photographs) used by Everything New Zealand are protected by copyright and must not be copied in whole or in part with the express permission of Everything New Zealand.

    23. Everything New Zealand Legal Entities
    The Everything New Zealand websites (www.everythingnewzealand.com and www.everythingqueenstown.com ) are owned and operated by ENZ Experiences Ltd (CO. #8564909) herein referred to as " Everything New Zealand ". We reserve the right to change these terms and conditions without notice.

    24. Information security
    Notwithstanding the reasonable steps taken to keep information secure, breaches may occur.  In the event of a security incident we have in place procedures to promptly investigate the incident and determine if there has been a data breach involving personal information, and if so, to assess if it is a breach that would require notification.  If it is, we will notify affected parties in accordance with Privacy Act requirements.

    In the event of a security incident involving unauthorised access, use or disclosure of personal information where a third party with whom we share personal information is involved, we will seek to work cooperatively with them to protect the personal information we have shared with them.

    25. Competition Terms & Conditions
    For all Everything New Zealand competition terms and conditions please see the relevant competition page.

    26. Customer ratings and reviews terms of use
    We encourage you to leave feedback on your experience with Everything New Zealand and the experiences Everything New Zealand offers.

    All submitted content is subject to these terms of use. In the event of a conflict between these terms and Big Red Group’s Privacy Policy, these terms will prevail to the extent of the inconsistency.

    By submitting any content to Everything New Zealand, you represent and warrant that:

    • You are the sole author and owner of the intellectual property rights of the content of your review, and that the content of your review does not infringe any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy.
    • For any content that you submit, you grant Everything New Zealand a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you;
    • All "moral rights" you may have in such content have been voluntarily waived by you (including rights of attribution or integrity) that may subsist in your content and agree you have no objection to the publication, use, modification, deletion or exploitation of your content by Everything New Zealand;
    • You are at least 18 years old if completing a review for an experience that includes alcohol;
    • You have not been compensated or granted any consideration by any third party for your review, and that you are providing your review in good faith and in the spirit in which the process is intended;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity;
    • The content you provide to Everything New Zealand: is not false, inaccurate or misleading; does not violate any law, statute, ordinance or regulation (including, but not limited to, those governing export control, consumer protection, unfair competition, anti-discrimination or false advertising) does not contain any content which is defamatory, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation; does not contain any computer viruses, worms or other potentially damaging computer programs or files; and
    • The content you provide does not contain any of the following types of content or violates other guidelines: Obscenities, discriminatory language, or other language not suitable for a public forum; advertisements, “spam” content, or references to other products, offers, or websites; email addresses, URLs, twitter handles, phone numbers, physical addresses or other forms of contact information; critical or spiteful comments about other reviews posted on the page or their authors.

    You agree to indemnify and hold Everything New Zealand (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, harmless from all claims, demands, and damages (direct or indirect) including reasonable legal fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.

    All content that you submit will be used at Everything New Zealand’s sole discretion. Everything New Zealand reserves the right to change, condense or delete any content on Everything New Zealand’s website that Everything New Zealand deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use. Everything New Zealand  does not guarantee that you will have any recourse through Everything New Zealand to edit or delete any content you have submitted. You acknowledge that you, not Everything New Zealand, are responsible for the contents of your submission. None of the content that you submit will be subject to any obligation of confidence on the part of Everything New Zealand, its agents, subsidiaries, affiliates, partners or third party service providers and their respective directors, officers and employees.

    By submitting your email address in connection with your rating and review, you agree that Everything New Zealand and its third party service providers may use your email address to contact you about the status of your review and other administrative purposes.

    From time to time Everything New Zealand may offer customers incentives to leave reviews (e.g. discount coupon/entry into prize draws, etc.) As it is important to Everything New Zealand that reviews are impartial and honest, these incentives will be available to customers regardless of whether the review is positive or negative.


    Writing guidelines

    We want to publish your review, so please:

    • Focus on the product you have purchased or experienced and your individual experience using it
    • Provide details about why you liked or disliked a product or experience
    • Talk specifically about the experience – likes and dislikes
    • Avoid anything that could be offensive
    • Omit any personally identifying information, such as names
    • Avoid writing about customer service, contact us instead if you have issues requiring immediate attention
    • Refrain from mentioning company names, competitors or the specific price you paid for the product


    Promoter is ENZ Experiences Ltd (CO. #8564909)

    The Big Red Group, Level 17, 5 Martin Place, Sydney, NSW, 2000, Australia


    93% of new customers that used Everything Queenstown to provide advice and securely book their Queenstown activities have let us know they've had a good or excellent experience with us. Thank you.