Terms and Conditions for Sky Century Online and Physical Services

Introduction: Sky Century Booking Centre (referred to as “Sky Century”, “we”, “us”, or “our”) is a tourism booking agency based in Queenstown, New Zealand. We operate concierge booking desks at the DoubleTree and Hilton hotels in Queenstown, and we accept bookings through various channels including in-person at our desks, by phone, email, WeChat, WhatsApp, QR code payments, and online payment links. By making a booking with Sky Century through any channel, you acknowledge that you have read and agree to these Terms and Conditions. These terms are written in plain language and are designed to be fair and transparent, in line with New Zealand consumer protection guidelines. Nothing in these terms is intended to limit your rights under New Zealand law.

1. Booking Confirmation and Payment Terms

● Confirmation of Booking: A booking is considered confirmed only when we have received the required payment and have issued you a booking confirmation (such as a confirmation email, ticket, or voucher). Until full payment is received, prices and availability are subject to change. We reserve the right to decline or cancel a booking request (with a full refund of any payment made) if payment is not received in the agreed timeframe or if the service is no longer available.

● Payment Methods: We accept a variety of payment methods for your convenience, including:

○ Credit/Debit Cards: Major credit and debit cards can be used either in person or via a secure online payment link. Online card payments are processed through secure payment gateways (for example, Stripe or eWAY) that comply with PCI DSS security standards – we do not directly access or store your full card details when you pay online .

○ Cash and Eftpos: For in-person bookings at our concierge desks, we accept cash (New Zealand Dollars) and local EFTPOS transactions.

○ Mobile Payments: We support certain mobile payment options (e.g. WeChat Pay, Alipay, or other QR code-based payments) when available. If you choose to pay via a QR code or link we send (for instance, through WeChat or WhatsApp), please follow the instructions provided to complete the transaction securely.

○ Bank Transfers: In some cases (e.g. group bookings or by prior arrangement), we may accept NZ bank transfers. The booking will be confirmed once the funds have cleared in our account.

● Timing of Payment: Full payment is generally required at the time of booking confirmation. We will inform you of the amount due and payment deadline when you make your booking. Bookings made on the spot (e.g. at hotel concierge desks) or within short timeframes before the activity typically require immediate payment. If payment is not received by the specified due date, the booking will not be guaranteed and may be cancelled. For most bookings, full payment is due immediately upon confirmation .

● Currency: All prices are quoted and charged in New Zealand Dollars (NZD). Prices include New Zealand Goods and Services Tax (GST) where applicable . If you are using an international credit card or a non-NZD payment method, your bank or card provider may apply currency conversion rates and fees at your cost. We are not responsible for any differences between quoted prices and the amount ultimately charged in your home currency due to exchange rate fluctuations or bank fees.

● Surcharges and Fees: We strive to be transparent about any extra fees:

○ Credit Card and Payment Processing Fees: We do not add a surcharge for most common payment methods unless a specific platform charges us a significant fee (we will inform you in advance if a surcharge applies). In cases where a credit card or third-party payment processing fee is applicable, we will disclose the percentage or amount prior to you making the payment. By proceeding with the payment, you agree to any disclosed surcharge.

○ Holiday or Specialty Surcharges: Some activities or tours (e.g. those on public holidays or special events) may incur additional surcharges as imposed by the operator. If applicable, these will be communicated to you before booking.

○ Non-Refundability of Surcharges: Please note: transaction processing fees (such as credit card surcharges) and foreign exchange differences are generally non-refundable in the event of a cancellation and refund, unless required by law or stated otherwise. If we issue you a refund for a booking, it will typically be for the base amount paid for the activity, excluding any third-party transaction fees that we cannot recover.

● Price Accuracy and Changes: We endeavor to keep our prices up-to-date and accurate. However, all prices are subject to change until your booking is paid in full. If our suppliers (the tour/activity operators) alter their prices, or in case of obvious errors or currency fluctuations, we reserve the right to correct the price before confirming your booking . We will notify you of any such adjustment, and you may choose to accept the new price or cancel for a full refund if you have already made a payment. Once your booking is confirmed and paid, the price is locked in and will not change.

● Failed or Declined Payments: If a payment you attempt to make is declined, incomplete, or fails for any reason, we will notify you to arrange an alternate payment method. Your booking will not be confirmed or may be cancelled if payment cannot be processed. Sky Century is not responsible for any costs or losses incurred due to a failed payment (for example, currency fees or lost reservations), but we will assist you in trying to secure the booking once payment issues are resolved.

● Booking Confirmation Receipt: After full payment is received, we will issue you an official confirmation, ticket, or voucher for your activity/tour. It is your responsibility to check all details on the confirmation (dates, times, participant names, activity details) and inform us immediately of any errors or discrepancies. We will not be liable for issues arising from incorrect information you provided at the time of booking (e.g., wrong dates or participant details) .

2. Changes, Cancellations, and Refunds

We understand that plans can change. This section explains how changes and cancellations are handled for bookings, and what refunds may be available. Sky Century acts as an agent for various tour operators and activity providers, so each operator may have its own cancellation and refund policies. We will communicate any specific terms that apply to your booking, but in general the following conditions apply:

● Cancellation by You (Customer Cancellation):

○ If you need to cancel your booking, please contact us (and the activity operator, if possible) as soon as possible. The ability to receive a refund or credit for a cancellation depends on the notice period you give and the operator’s terms .

○ Each operator has a required minimum notice period for cancellations (often 24, 48, or 72 hours before the scheduled activity). If you cancel before the required notice period, we will do our best to secure a refund or partial refund from the operator according to their policy. In many cases, a full refund or a refund minus an operator’s administration fee is possible with sufficient notice.

○ If you cancel late (i.e. less than the required notice period before the activity) or fail to show up, it is usually treated as a last-minute cancellation with no refund available. Failure to comply with the operator’s cancellation deadline or to meet check-in times may result in the booking being cancelled without any refund .

○ In some instances, we (Sky Century) may charge a small cancellation handling fee for processing your cancellation. For example, if you cancel voluntarily and we are able to provide a refund, we reserve the right to deduct an administrative cancellation fee (up to 10% of the booking value) to cover our costs . We will disclose any such fee to you at the time of cancellation. This fee does not apply if the cancellation is due to the operator cancelling the service or due to a force majeure event (see below).

○ Non-Refundable Products: Certain bookings are explicitly non-refundable once booked (for example, some special offers, last-minute bookings, or specific products like ski passes or tickets marked as non-refundable). We will advise you at the time of booking if this is the case. If you cancel a non-refundable booking, no refund or credit can be issued (except where you are protected by law or at the operator’s discretion).

● Changes by You (Date/Time or Participant Changes): If you wish to make a change to your booking (such as changing the date, time, or the number of participants), please let us know as early as possible. We will liaise with the operator to request the change. All changes are subject to the operator’s approval and availability:

○ Prior to the cutoff: If you request a change well before the activity (outside the operator’s cancellation cutoff window), many operators will accommodate rescheduling or minor changes (sometimes with a small rebooking fee or fare difference, if applicable). We will inform you of any price differences or fees before confirming the change.

○ Short-notice changes: Requests made on short notice (closer than the cancellation cutoff, e.g. on the same day or day before the activity) may be treated as a late cancellation by the operator. In such cases, changes might not be possible, or you may need to pay a fee or lose your booking if the change is not accepted. We do not guarantee that any last-minute change requests can be honored, but we will make a good-faith effort to assist you.

○ If change is not possible: If you are unable to attend and cannot change the booking, this will be handled as a cancellation (see above). You are welcome to transfer your booking to someone else where allowed by the operator – ask us if this is an option for your activity (some operators permit name changes or substitutions, others do not).

● Cancellation by the Operator or Adverse Conditions: Sometimes, the tour or activity operator may cancel or alter a booking due to reasons beyond your control:

○ Weather and Safety: Many Queenstown activities (such as skydiving, paragliding, scenic flights, cruises, etc.) are weather-dependent. Operators may cancel or postpone an activity if conditions are unsafe (e.g. high winds, storms) or unsuitable. Similarly, other safety or operational issues (mechanical problems, staff illness, etc.) could cause a last-minute cancellation by the operator.

○ Minimum Numbers / Operational Reasons: Some tours require a minimum number of participants to run. If that minimum isn’t met, or an event beyond the operator’s control occurs (e.g. road closures, venue issues), the operator might cancel the trip.

○ Notification: If an operator cancels your booking, we will do our best to notify you as soon as we are informed. This could even be on the day of the activity (for example, morning of the tour for a weather cancellation). Please ensure we have your correct contact details (local phone, email, or hotel) so we can reach you promptly.

○ Your Options in Case of Operator Cancellation: In the event that the operator cancels, you will normally be offered one of the following:

■ Reschedule: The first option is usually to reschedule your activity to a later time or another day (subject to your availability and travel schedule). We will work with you to find a new time if possible.

■ Alternative Activity: Where feasible, we may offer to transfer your booking to a comparable activity or tour with your agreement (for example, if a helicopter flight is weather-cancelled, perhaps a different scenic activity could be arranged).

■ Refund or Credit: If rescheduling or alternatives are not suitable, you are entitled to a refund for the cancelled activity. In some cases, the operator may authorize a full refund via Sky Century, or offer a credit/voucher to use at a later date. We will facilitate the refund process on your behalf. If an operator cancels your activity, any Sky Century cancellation fee will not apply – you will receive the full amount you paid for that activity (including any deposit) as long as we receive the funds back from the operator.

■ Please note that if an operator offers you a credit or voucher and you accept it, the terms of that credit (expiry date, transferability, etc.) are determined by the operator. If you prefer a cash refund over a credit, let us know and we will advocate for that with the operator when possible.

● Refunds (Processing and Timing): If you are eligible for a refund (due to a permitted cancellation or an operator cancellation), the following will apply:

○ Processing Time: Refunds must often be approved by the operator and then processed by Sky Century. We aim to process approved refunds promptly. Once we have confirmation and any necessary funds from the operator, we will issue the refund to your original payment method. Please allow up to 5–10 working days for the refund to appear in your account (processing times can vary by bank or credit card). We will keep you informed of the refund status.

○ Method of Refund: We will refund to the same payment method you used. For credit card payments, the refund will go back to that card; for WeChat/Alipay, back to that account; for cash payments, we will arrange an electronic bank transfer or cash pickup. We cannot typically refund to a different card or account for security reasons.

○ Amount of Refund: You will be refunded the applicable amount as per the policy. For example, if you canceled within the allowed timeframe for an 80% refund (20% cancellation fee), you will get 80% back. If the operator canceled and offered full refund, you get 100% back. Any non-refundable charges (disclosed at booking) will not be included. As noted in Payment Terms, transaction fees or surcharges (e.g. credit card fees) may not be refundable. We will provide a breakdown if any deductions are made.

○ Surcharge Handling: If we charged you a separate credit card surcharge at booking and we are issuing a refund due to cancellation, that surcharge may not be returned to you unless we are able to recover it from our payment provider. (For instance, if you paid $100 plus a 3% card fee, we might only receive $100 back from the operator on cancellation – in such case, $100 would be refunded. We do not receive a refund of the bank fee.)

○ Refunds on Partial Packages: If your booking was part of a package or bundle and one component is canceled, we will refund the portion attributable to that component as provided by the operator, but this will not automatically cancel the rest of the package unless those too cannot proceed.

● No-Shows and Late Arrivals: Please arrive on time for your scheduled activity. If you do not show up for your booking at the designated time and place, or if you arrive so late that the tour or activity departs without you, it will be treated as a no-show. No-shows are typically not eligible for any refund or rebooking. The operator has reserved a spot for you and may have turned away others; therefore, failing to show is considered a last-minute cancellation. Likewise, if you miss a pickup or departure due to lateness, it is likely considered a no-show. We strongly recommend planning to be at the meeting point at least 10-15 minutes early. In cases of self-drive activities, ensure you allow plenty of time to travel to the location. No refund will be given for no-shows or very late arrivals, and any rebooking will be at the discretion of the operator (they may treat it as a new booking at full cost). If you anticipate being late or have an emergency, please contact us or the operator immediately – sometimes a slight delay can be accommodated if the operator is informed, but this is not guaranteed.

● Impact of Unused Services: If you leave or depart a tour early, or choose not to use a portion of a booked service (for example, you decide to skip an included activity), you will generally not be entitled to a refund for the unused portion. Refunds are only provided under the specific conditions described above and in line with operator policies.

● Travel Insurance and Cancellations: Sky Century strongly recommends that you consider purchasing travel insurance at the time of booking, especially for higher-cost activities or group bookings . Travel insurance can cover you for unforeseen events that might force you to cancel (such as illness, flight delays, personal emergencies) which our standard cancellation policy will not cover. Our cancellation fees and the operator’s fees cannot be waived, even in cases of unexpected personal circumstances, where travel insurance would have covered the situation . For this reason, having travel insurance is highly advisable to protect your investment in case you need to cancel for reasons outside of our policy scope.

● Consumer Rights: We will always adhere to the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. Nothing in our cancellation policy is intended to infringe on your statutory rights. If you have rights to a remedy under consumer law (for instance, if a service was not provided with reasonable care and skill, or at all), those rights apply in addition to our terms. In the event of a major failure on the part of an operator, you may be entitled to a refund or other compensation under the Consumer Guarantees Act. We will facilitate such claims to the best of our ability. However, please note that aside from those statutory protections, our ability to provide refunds is largely governed by the terms of the operators who deliver the services.

● No Reimbursement of Additional Expenses: If a tour or activity is cancelled (whether by you, by the operator, or due to unforeseen events), Sky Century and the operators are not responsible for any other costs you may have incurred related to that booking outside the price of the tour itself. This means we will not reimburse costs such as travel to the activity location, accommodation, meals, or other arrangements you have made in connection with the tour, except as required by law . For example, if you traveled to Queenstown specifically for a hike that gets canceled due to weather, we can only refund the cost of the hike (per the policy) – we cannot cover your hotel or transport costs. We strongly recommend travel insurance to cover such collateral losses.

3. Risk and Liability

Adventure and tour activities carry inherent risks, and it’s important that all participants understand their responsibilities and the limits of our liability as a booking agent.

● Customer Responsibilities (Fitness, Weather, and Transport): When you book an activity through Sky Century, you accept responsibility for ensuring that you are adequately prepared and eligible for that activity:

○ Physical Fitness and Eligibility: It is your obligation to review any physical requirements or restrictions of your chosen activity before booking. Many activities (e.g. skydiving, bungee jumping, jet boating, kayaking, etc.) have age, weight, height, health, or mobility restrictions for safety reasons. By booking, you confirm that you (and anyone you are booking for) meet those requirements – for example, that you are in suitable health, within required weight limits, of the appropriate age, and (if required) have any necessary experience or qualifications (such as a driver’s license for vehicle rentals or tours). If you have any medical conditions, allergies, or injuries, you should inform us and the operator in advance to see if any special arrangements or precautions are needed, or to confirm whether participation is advisable. You participate in activities at your own risk, and you must use your judgment to ensure you are fit to partake.

○ Weather and Environmental Conditions: Please understand that many outdoor activities depend on weather and environmental conditions. It is your responsibility to monitor the weather forecast and be aware of any advisories relevant to your activity (especially for alpine or water-based activities). On the day of your activity, if you are unsure about conditions, you should proactively contact the operator to confirm if the activity is still proceeding, or check any notifications you have received (operators may email or text cancellation notices early). We also recommend reconfirming your booking details with the operator at least 24 hours in advance whenever possible . While operators will cancel if conditions are unsafe, you should dress and prepare appropriately for the expected weather (e.g. wear warm layers, bring rain protection or sunscreen as needed).

○ Transport and Meeting Point: You are responsible for arranging your own transport to and from the activity’s meeting point or departure location (unless your booking explicitly includes transfers). Be sure to double-check the location and time on your voucher/confirmation. Plan to arrive early, accounting for possible delays like traffic or parking. If you are unsure how to get to a location, ask us – we can provide guidance but ultimately it’s up to you to ensure you make it there on time. If you miss a tour departure because of transportation issues on your end (e.g. car breakdown, wrong directions, missed bus), it will be treated as a no-show (see No-Shows above).

○ Compliance with Instructions: During the activity, you must follow all instructions, guidelines, and rules given by the tour/operator staff. This includes safety briefings, signage, and any legal requirements (for example, wearing seatbelts or lifejackets, not being under the influence of drugs/alcohol, etc.). Failure to follow instructions or behaving recklessly can result in your removal from the activity without refund, and you may be liable for any damage or loss caused by your actions.

● Acknowledgment of Risk: By booking and participating in an activity, you acknowledge that the activity involves inherent risks. All activities – especially adventure and outdoor tours – carry a degree of risk of personal injury, property damage, or loss. You voluntarily assume these risks. All activities are undertaken at your own risk , and you will not hold Sky Century or the operator liable for any personal injury or loss of property that may occur during the activity, except where required by law. We urge you to heed all safety advice provided by the operators and to make an informed judgment about your own capabilities and the risks involved.

● Sky Century’s Role as Agent: Sky Century is a booking agent facilitating the arrangement between you (the customer) and the third-party operator who provides the actual tour or activity. The contract for the actual activity/service is between you and the operator. We issue tickets or vouchers on behalf of the operator and collect payment as their agent . Sky Century does not itself run or control the activity (for example, we are not flying the helicopter or guiding the rafting trip – that is the operator’s responsibility). We will exercise reasonable care in selecting reputable operators, and we will assist you in dealing with the operators, but:

○ We cannot guarantee the ultimate safety or outcome of any activity. That responsibility lies with the operator of the activity.

○ Liability for the Activity: Any liability for death, injury, illness, damage, or loss that arises from participation in the activity lies with the operator and/or the participant, not with Sky Century, except to the extent that New Zealand law specifies otherwise. The operators will have their own terms and liability waivers which you may be required to sign or acknowledge before participating. You agree to release Sky Century from any liability for any such incidents connected with the activity. In other words, we disclaim responsibility for personal loss, injury or damage which may occur during your tour or activity . All services are provided by third parties on whose behalf we book, and we do not assume liability for their operations.

○ Limitation of Our Liability: To the fullest extent permitted by law, Sky Century’s liability for any claim arising from your booking or participation in an activity is limited. We will of course fulfill our own obligations to you with reasonable care and skill. If we or our staff are negligent in making your booking (for example, booking the wrong date or providing incorrect information that causes you loss), we will take responsibility for correcting the error or refunding you as appropriate. However, we are not liable for the acts or omissions of the third-party operators or for events outside our control (see Force Majeure below) . In any case, where liability cannot be fully excluded, it will be limited to the amount you paid for the booking or as otherwise required by the Consumer Guarantees Act.

○ No Consequential Damages: Sky Century will not be liable for any indirect or consequential losses. For example, we are not responsible for any additional expenses or losses (such as missed flights, accommodation, lost income, etc.) resulting from the cancellation or delay of any tour, or any accident that may occur on a tour . We only are liable to ensure you either get the service you paid for or an appropriate remedy (like a refund) if you don’t get that service.

○ Statutory Protections: Nothing in these Terms and Conditions is intended to limit or exclude any rights you have under New Zealand consumer protection laws, including the Fair Trading Act 1986 and the Consumer Guarantees Act 1993 . If any part of these Terms is found to be inconsistent with those laws, those legal rights will prevail to the extent of the inconsistency. In plain terms, you always have the right to services that are provided with reasonable care and skill, fit for purpose, and as described – and you have remedies if those standards are not met. Our aim is to work with you and the operators to sort out any issues fairly and promptly.

● Operator Liability and Waivers: When you participate in an activity, you may be required by the operator to sign a separate waiver or agreement. For example, many adventure sports operators will ask you to sign a form acknowledging the risks and releasing them from certain liabilities to the extent allowed by law. We recommend you read any such document carefully. Note that those waivers are between you and the operator – you must address any concerns or claims directly with the operator. Sky Century is not a party to those waivers, and they do not limit any claim you might have against the operator under law. If you refuse to sign a required waiver, the operator may not allow you to participate, in which case it would be treated as a cancellation on your part (potentially with no refund). Please ask us in advance if you’d like to see the operator’s terms for any activity; we can usually provide or direct you to these.

● Insurance and Accident Cover: New Zealand has a no-fault accident compensation scheme (ACC) which may cover some costs of injuries incurred during activities, but it limits your ability to sue for damages in the case of an accident. It is therefore important you have adequate personal insurance. We strongly advise that you have travel or accident insurance that covers the activities you plan to do. This insurance should cover things like medical treatment, emergency evacuation, personal injury, as well as trip cancellations or curtailments and loss of personal property. Neither Sky Century nor the operators will be responsible for medical, evacuation or other costs incurred if you are injured or if an emergency occurs during an activity.

4. Photo and Media Consent (GoSnap Tours)

Sky Century offers certain tours and experiences (such as our GoSnap tours) where photography and videography are a part of the adventure. We also occasionally take photos/videos during other activities for promotional purposes. This section explains how we handle photos/media and your rights:

● Photography/Video During Tours: By participating in a tour or activity booked through Sky Century, you consent to photography, video, and other recordings being taken of you by our staff or the operator’s staff during the course of the activity, unless you notify us otherwise. On designated GoSnap tours (or other activities where it’s advertised that photos will be taken), guides or photographers will be capturing images of the group as part of the experience. We take care to respect guests’ comfort – photos are generally taken in public or group settings and focus on capturing the fun of the tour.

● Use of Images for Promotion: Sky Century (and our related operators) may use photographs or videos taken during your tour for promotional and marketing purposes. This might include posting a selection of tour photos on our websites or social media pages, using them in brochures, flyers or other advertisements, or other commercial uses that showcase our tours. By joining the tour, you grant us a license to use and publish such images of you royalty-free and without further consent for our business promotion . For example, we might post a group photo of a rafting trip on Facebook, or use a snapshot of a happy customer in a brochure. Rest assured, we will not knowingly use any image that is undignified or compromising, and we typically focus on positive, group-oriented moments.

● Opting Out: We respect your privacy. If you prefer not to be photographed or have your image used, you have the right to opt out. To do so, please inform us in writing (for example, via email) before your tour, or inform your tour guide at the start of the activity, that you do not consent to being photographed. Our guides and photographers will then make best efforts to avoid capturing you in images. If group photos are taken, you may need to step aside to avoid being in the shot. If you initially don’t object to being photographed but later change your mind about our use of a photo, please contact us. While we cannot retract printed materials already distributed, we will promptly remove your image from any online media we control and refrain from using it in future materials.

● Ownership and Rights: All photographs and video footage taken by our staff during the tours are the property of Sky Century and/or the operator/photographer. You are welcome to request access to copies of photos of your tour (often operators will share a link or files with participants). In some cases, photos taken by professional photographers on a tour may be offered for sale to you (e.g., an adventure activity might have a photo package you can buy); whether you purchase them or not does not affect our rights to use the images for promotion. We will not sell your individual images to third parties (other than as part of promotions for our own services) without your explicit consent.

● Social Media and Sharing: If you share your own photos of our tours on social media and tag us or use our hashtag, we may re-share those on our own channels (with credit to you). If you prefer we do not re-share your social media posts, please let us know. Our goal is to celebrate your experiences while respecting your preferences.

● No Compensation: You understand that you will not be entitled to any payment or compensation for the use of your image in our marketing materials. The photos/video are typically taken as part of the tour experience itself (often provided at no extra cost to you on GoSnap tours), and the promotional use is ancillary.

This media consent is not meant to infringe on your privacy rights; it is simply to let you know how we might use the fun moments captured. If you have any concerns about this, we encourage you to discuss them with us.

(For clarity: guests on our tours may be photographed or recorded for promotional purposes, and should notify us if they do not wish to be photographed .)

5. Privacy and Data Protection

Your privacy is important to us. Sky Century Booking Centre collects and uses personal information only as needed to provide our services to you. This section explains what data we collect, how we use and protect it, and your rights regarding your data, in accordance with the New Zealand Privacy Act 2020 and other relevant laws.

● Personal Information We Collect: When you make a booking (or inquire about a booking) with Sky Century, we may collect personal information such as:

○ Contact Details: Your full name, phone number, email address, and/or messaging app ID (e.g. WeChat/WhatsApp username or number) so we can communicate with you about your booking. If you are booking on behalf of others (friends, family, tour group), we may collect similar details for those individuals (with the expectation that you have their consent to provide this information).

○ Booking Details: Information related to the booking itself, such as the names and ages of participants, the dates of travel or activity, any preferences or requirements you have mentioned (e.g. dietary requirements for a tour, or health conditions relevant to an activity).

○ Identification: For certain activities, an operator may require participant identification or qualification details. For example, you might need to provide a passport number (for a cruise manifest or an international tour), a driver’s license (for vehicle rentals or driving activities), or proof of vaccination (for some experiences). We will only collect such info if necessary for the booking and will only share it with the people who need it (e.g. the operator, or authorities if required by law).

○ Payment Information: To process payments, we collect payment details. For card payments, this means we (or our payment processor) collect your cardholder name, card number, expiry, etc., at the time of transaction. For online payments, you enter these details into a secure payment gateway – Sky Century itself does not store your full credit card number . For other methods like bank transfer, we record the fact that you paid and any reference numbers (and possibly your bank account details if we need to refund you). If paying via WeChat or similar, we might receive confirmation of your transaction ID from that service. We do not keep credit card CVV codes or other sensitive data beyond what is needed to verify and process the transaction.

○ Correspondence: If you contact us with an inquiry, complaint, or feedback (via email, text, or any channel), we may keep a record of that correspondence for reference.

● How We Use Your Information: We use the personal information collected only for legitimate business purposes in connection with your bookings and our services, such as:

○ Providing and Managing Services: We use your details to book the tours/activities you request, to issue tickets or vouchers, and to keep track of your reservations. For example, we will share the necessary details (names, ages, etc.) with the tour operator so they know who is coming and can safely conduct the activity. We also use your contact info to send you booking confirmations, reminders, and any updates or changes about your tours.

○ Communication: We may contact you via phone, SMS, email, WeChat, WhatsApp, or other provided contact methods to confirm details, answer your questions, notify you of any schedule changes or cancellations, or follow up on payment issues. We will also contact you if we need additional information (for instance, weight for a skydive, or shoe size for a rental) that the operator requires.

○ Payment Processing: We use your payment info to charge for your bookings through secure systems. Receipts or invoices may be emailed to you. We may also use your contact and payment information to process any authorized refunds.

○ Compliance and Record-keeping: We keep records of transactions as required for accounting, tax purposes, and legal compliance. For example, we must retain invoices and proof of transactions for auditing. We may also use data to prevent or detect fraud or other misuse of our services.

○ Marketing (Opt-in only): We value your privacy and will not spam you. We will only use your contact information for marketing or promotional purposes if you have given explicit consent (for example, if you subscribe to a newsletter or agree to receive special offers). If you do opt-in, we might send occasional updates about new tours, special deals, or events in Queenstown that might interest you. You can opt out of marketing communications at any time, and we will honor such requests promptly.

○ Photos/Media Linkage: If photos are taken on your tour (see Photo and Media Consent above) and we want to send those to you, we might use your contact info to do so (for example, emailing you a link to your photo album).

● How We Store and Protect Your Data: We take reasonable measures to protect the personal information we hold from unauthorized access, disclosure, or loss. These measures include:

○ Secure Systems: Customer data is stored in secure, password-protected systems or cloud services that we use for booking management. We limit access to personal data to our staff and contractors who need to see it to perform their duties (for example, our booking staff and the specific tour operator for your activity). Our computers and devices are protected by up-to-date security software.

○ Payment Security: All online payments are handled through encrypted payment gateways. As noted, we do not store full credit card numbers – those are handled by the payment processor (which is PCI DSS compliant) . Any paper records (e.g. if you fill out a physical credit card slip or provide details on a form) are kept secure and shredded or securely destroyed after use.

○ Retention Period: We retain personal information only as long as necessary to fulfill the purposes for which it was collected. For bookings, this typically means we will keep your data while your booking is upcoming and for a reasonable period afterward. We generally retain booking records for a few years for accounting and reference (and in case of any disputes or follow-up needs). If there are legal requirements (e.g., financial records must be kept for 7 years under NZ law), we adhere to those. After that, or if data is no longer needed, we will securely delete or anonymize your personal information.

○ Third-Party Data Storage: In some cases, your data might be stored in third-party services we utilize (for example, a cloud booking system or a secure customer database). We ensure that any such providers have appropriate data protection measures and comply with privacy standards. Some of these providers may be overseas; if so, we will ensure the transfer is permissible under Privacy Act 2020 (New Zealand has strict rules about sending personal data offshore – we either use providers in countries with comparable protections or have contracts ensuring your data is safeguarded).

○ Confidentiality: All Sky Century staff are bound by confidentiality obligations. We do not share your personal information with any unauthorized party. Within our company, we communicate customer details on a need-to-know basis (e.g., the staff member handling your booking will know your info; someone who isn’t involved will not).

● Disclosure of Information to Third Parties: We will never sell your personal information to third parties. We only share your information in the following contexts:

○ With Tour/Activity Operators: Since we are an agent, we must provide relevant details to the operator who will be delivering the service. For example, if you book a bungee jump, we will send the bungee company the list of participants’ names, ages, weights (if required), and any special notes. The operator uses this info for their operations (scheduling, safety, etc.). They are not allowed to use your data for any other purpose beyond the service.

○ With Payment Processors and Banks: During payment processing, necessary data is shared with banks and payment gateways to complete the transaction. This is standard for any credit card or online payment.

○ Legal Requirements: If we are required by law to disclose information (for instance, by a court order, or to law enforcement or government agencies), we will comply with our legal obligations. We will only do so to the extent required (for example, providing records requested).

○ Business Operations: Occasionally, we use external service providers (such as IT support, cloud service hosts, or printing services for brochures/mailers). If such a provider might have incidental access to personal data (for example, data stored on a cloud server), we ensure they are reputable and have privacy commitments in place. In all cases, we remain responsible for the protection of your information.

○ In Case of Sale or Restructuring: If Sky Century’s business structure changes (e.g., merger or sale of the business), customer information might be part of the transferred assets so that the service can continue. If that happens, we will ensure the new owner is bound to the same privacy standards, and we will notify customers if law requires.

● Your Rights – Access and Correction: Under the New Zealand Privacy Act 2020, you have the right to access the personal information we hold about you and to request correction of any inaccuracies .

○ Access Requests: You may contact us at any time to ask what information we have about you, and we will provide you with a copy of your personal data that we hold (in a readily retrievable format, typically within 20 working days as required by law). For example, you can ask to see the details you gave us for a booking, or any notes on your account. We will need to verify your identity before releasing data to ensure we don’t give your information to an unauthorized person.

○ Correction Requests: If any personal information we have is incorrect or out-of-date, you have the right to ask us to correct it. We will update it if we are satisfied the new information is accurate. If for some reason we cannot (or do not) agree to make the requested correction, we will note on the file that a correction was sought and what the request was.

○ Both access and correction requests are usually free of charge. In most cases, we will not charge you for requesting your own information. If a request is unusually large or complex, the Privacy Act does allow charging for the reasonable costs, but we will discuss this with you in advance if it ever applies (which is rare).

○ Deletion Requests: You may request that we delete your personal information. You can, for instance, request deletion after your tour is completed. We will comply with your request provided we do not have a legal requirement or compelling business need to retain the data. If we have to keep certain information (e.g., for financial records), we will explain that to you and will securely delete all other data that is not needed. We will also inform operators or third parties who received your data (through us) of your deletion request where feasible, so they can also remove your details from their records or refrain from contacting you.

● Privacy Act & Compliance: Sky Century is committed to handling personal information in accordance with the 13 Information Privacy Principles of the Privacy Act 2020. In summary, this means we will only collect what we need, be transparent about its use, keep it secure, allow you to access it, and not keep it longer than necessary, among other requirements . If you’re interested, the Privacy Act principles cover things like not collecting information unlawfully or unfairly, storing it safely, and allowing individuals to access and correct their data. We consider your privacy in all of our projects and processes.

● Contacting Us & Privacy Queries: If you have any questions or concerns about how we handle your personal information, or if you wish to make a request related to your data, please contact our Privacy Officer at Sky Century (you can email or write to us – contact details are provided on our website and booking confirmation). We will do our best to address your inquiry promptly and thoroughly.

● Complaints: If you believe we have not handled your personal information properly or have breached our obligations under the Privacy Act, please let us know immediately so we can work to resolve the issue. We take privacy complaints seriously and will investigate your complaint and respond to you. If you are not satisfied with our response, you have the right to lodge a complaint with the Office of the New Zealand Privacy Commissioner. The Privacy Commissioner’s office can investigate and enforce privacy laws. (Contact details for the Commissioner can be found at privacy.org.nz.)

● Data Protection for Messaging Apps: A note for those contacting us via WeChat, WhatsApp, or similar apps: Any information you send us through these platforms will be used by us in line with this privacy policy. However, keep in mind that those services have their own privacy policies and data storage (possibly on servers outside New Zealand). We recommend not sending highly sensitive personal information (like full credit card numbers or passport scans) via chat apps. We will provide a secure method if we ever need such details (for example, a secure payment link, or asking you to call us with a credit card number rather than typing it in a chat).

In essence, we collect only what we need, we guard it carefully, and we respect your rights regarding your personal data.

6. Force Majeure

“Force Majeure” refers to events outside of a party’s reasonable control that prevent a booking or service from being fulfilled. This includes, but is not limited to, natural disasters, severe weather events, epidemics/pandemics, acts of God, war, terrorism, civil disturbances, government directives, strikes, or other major disruptions. In the tourism context, it also covers things like sudden road closures, ash clouds, nationwide travel bans, or any unforeseen event that makes it impossible or unsafe to carry out the tour or activity.

● Force Majeure Events – Our Policy: If a force majeure event occurs that affects your booking, Sky Century or the operator may cancel or alter your booking at any time (even at very short notice) for the safety of guests and staff, or because it has become impossible to operate. Examples:

○ A sudden weather event (such as a blizzard or cyclone) might cause widespread activity cancellations.

○ A natural disaster (earthquake, flooding) or infrastructure failure could close roads or venues.

○ A government order or alert level change (for instance, a COVID-19 lockdown or travel restriction) could force activities to stop.

○ Other circumstances like major accidents, fire, or utility outages could also be cause.

● Notification: In such cases, we will treat the situation as an emergency cancellation. We will attempt to notify you as soon as we become aware of the situation. However, in large-scale events (like a sudden city-wide shutdown), communications could be disrupted, so we also advise guests to keep an eye on news and operator websites if something major is occurring.

● Your Options in Force Majeure Cases: If your booking is cancelled due to a force majeure event, our standard procedure is as follows:

○ Postpone/Reschedule: We will first see if your booking can be rescheduled to a later date after the disruption has passed (subject to your travel availability). Many operators will extend open-dated vouchers or allow a credit for a future date in these scenarios.

○ Credit: If rescheduling in the short term isn’t possible, we (or the operator) may issue you a credit or voucher that you can use at a later date, either for the same experience or any other experience offered by that operator (or by Sky Century, as applicable). We will give you details on how to redeem such credit and any expiry (operators typically try to give a reasonable timeframe).

○ Refunds: If neither rescheduling nor credit is acceptable to you, or if the operator is unable to resume the service within a reasonable period, we will work with the operator to secure a refund. In force majeure situations, operators might offer full or partial refunds at their discretion; we will advocate on your behalf for a fair outcome. Generally, if an activity cannot be delivered at all due to such events, you are entitled to a refund. However, please understand that during widespread force majeure events (like a pandemic), cash refunds might take longer to process due to volume, or operators might initially offer credits per industry guidance. Sky Century will not retain your money unfairly – any funds we can recover from the operator for a cancelled service will be passed back to you.

● No Additional Liability: Neither Sky Century nor the operators will be liable for any losses, costs, or damages you incur arising from a force majeure event. This ties back to the “no consequential damages” principle and the nature of force majeure. For example, if a sudden snowstorm cancels all tours on your last day in Queenstown, we regret the inconvenience, but we cannot pay for your extra hotel night or other compensation beyond refunding the tour itself. The occurrence of a force majeure event means no party is at fault, so each bears their own losses. We encourage again that travel insurance may cover some costs in such scenarios (many policies cover trip disruptions due to weather, etc., though coverage varies).

● Partially Consumed Services: If a force majeure event interrupts a tour that has already started (e.g., an overnight tour where day 2 is cancelled due to a natural disaster), the operator will make decisions in the interest of safety. Refunds for partially completed services are at the discretion of the operator, but generally they would refund the unused portion or offer a proportional credit. We will assist in negotiating this if needed.

● Your Responsibilities: If you are aware of potential disruptions (for instance, a forecasted storm or a developing situation), you should communicate with us or the operator for advice. Always put safety first. If authorities issue travel warnings or evacuation orders that affect your activity, please heed them. Sky Century will not pressure any customer to proceed with an activity against official warnings or if you reasonably feel unsafe, but standard cancellation terms might apply if the operator is still willing to run (we’d discuss options with you).

In summary, force majeure events are unpredictable and can affect bookings. We will always aim to treat customers fairly in such events, provide alternatives, and minimize inconvenience, but we appreciate your understanding that these situations are out of our control.

7. Jurisdiction and Dispute Resolution

This section outlines the legal framework governing these Terms & Conditions and how disputes are handled:

● Governing Law: These Terms & Conditions, and any services we provide to you, are governed by the laws of New Zealand. This means that any contractual or legal issues that arise will be interpreted and resolved under New Zealand law.

● Jurisdiction: Any disputes or claims arising out of or relating to your booking or these Terms will be subject to the exclusive jurisdiction of the courts of New Zealand . By agreeing to these Terms, you are agreeing that if you need to pursue legal action, you will do so in New Zealand and under New Zealand court system. (In practical terms, given that we operate in Queenstown, New Zealand, most disputes would fall under the jurisdiction of New Zealand’s courts; this clause mainly prevents arguments about moving disputes to another country’s courts.)

● Dispute Resolution: We genuinely hope that any issues can be resolved amicably through communication. If you have a complaint or dispute with Sky Century or an operator, we encourage you to first contact us directly. We will listen to your concerns and attempt to resolve the matter in good faith. Often, issues can be resolved quickly by our customer service team (whether it’s a refund question, a service problem, or something else). If a dispute cannot be resolved through dialogue, you and Sky Century may mutually agree to explore alternative dispute resolution methods (like mediation or arbitration in New Zealand), but neither party is obligated to do so unless required by law. If the dispute does proceed to court, it will be in a New Zealand court as noted above.

● Consumer Protection: As noted, you maintain all rights under New Zealand consumer law. If you have concerns that we have breached the Fair Trading Act (for example, by making false or misleading statements) or not honored the Consumer Guarantees Act, you can seek assistance from agencies like the New Zealand Commerce Commission or Consumer NZ. We aim, however, to adhere to those laws fully and to ensure our terms and conduct are fair.

● Severability: If any provision of these Terms & Conditions is found by a court to be invalid or unenforceable, that provision will be severed (i.e. removed) to the minimum extent necessary, and the remainder of the Terms will continue in full effect. This ensures that a single invalid clause does not nullify the entire agreement.

● Updates to Terms: Sky Century may update or amend these Terms & Conditions from time to time to reflect changes in our services or legal requirements. We will post the latest version on our website or provide it upon request. For bookings that have already been made, the Terms & Conditions in effect at the time of booking will generally apply (unless a change in law requires immediate application of new terms). We recommend customers review the Terms periodically, especially for long-forward bookings, to stay informed of any changes. If we make a material change, we will endeavor to notify upcoming affected bookings.

● Entire Agreement: These Terms & Conditions, along with the specific details of your booking confirmation and any operator-specific terms that were communicated, constitute the entire agreement between you and Sky Century regarding your booking. No oral or written representation outside of these terms is binding on us unless it has been formally agreed or stated by us in writing.

● No Waiver: If we do not enforce a provision of these Terms in a particular instance, that does not constitute a waiver of our right to enforce it in the future. For example, if we choose not to charge a cancellation fee in a particular case as a gesture of goodwill, we still reserve the right to enforce that fee policy for other cases.

By proceeding with a booking through Sky Century Booking Centre, you indicate that you understand and agree to all the above Terms and Conditions. We thank you for reading through this comprehensive document – it is designed to protect both you as the customer and us as the service provider, and to ensure transparency in our relationship. We sincerely appreciate your business and are committed to providing you with an enjoyable and hassle-free experience in Queenstown.

If you have any questions or need further clarification about these terms, please do not hesitate to reach out to us. Safe travels and have a fantastic time on your Queenstown adventures!