Terms & Conditions
Please read carefully the following terms and conditions. The use of this website is governed by these terms and conditions. Your use of this website constitutes your acceptance of the terms in this notice and the other notices on this website.
PART A: RENTAL AGREEMENT
RELEASE WANAKA / RENTAL AGREEMENT
This contract represents the entire agreement between the Client & Release Wanaka and can be changed only in writing signed by both parties.
BOOKINGS & PAYMENT
No firm booking can be made until the deposit or full-payment has been received by Release Wanaka. The Client’s booking is only secured once Release Wanaka issues written confirmation.
For bookings made more than 60-days in advance of your stay, the Client shall pay a non-refundable deposit of 50% of the total rental amount. The remaining balance is due 60-days before the rental period.
If booking within 60-days of the rental date, the entire contract price shall be paid. If any payment is not made within the times set forth herein, Release Wanaka will be entitled to terminate the Client’s reservation and retain any amounts previously paid.
Please note that any credit card fees and bank transfer fees will be payable by the Client. Visa and MasterCard credit card transactions will incur a 3% surcharge; a 5% fee applies to AMEX transactions. Payments made by international wire transfer will incur a $NZ 25.00 bank fee per payment.
All quoted prices are in New Zealand dollars and are inclusive of GST. Release Wanaka are not liable or in any way responsible for transactional charges passed on to our customers by credit card institutions, banking institutions or merchant service providers (international or domestic), these lay solely with the Client. Release Wanaka process payments and refunds in New Zealand Dollars as per our advertised rates and in adherence with our cancellation policies.
A minimum amount of $NZ 1000.00 or the equivalent of one nights rental will be charged on the day of the Client’s arrival. This bond will be fully refunded once we have confirmed that there is no excessive cleaning required, excessive rubbish to be removed, and any loss or damages to the property.
A credit card authorisation is required by Release Wanaka as security against the Client’s failure to perform the obligations set out in these Terms & Conditions, in the event that the above Bond amount does not cover the cost of excessive cleaning or rubbish removal, loss, damage and unpaid telephone and/or other charges.
CANCELLATION, CHANGES AND REFUNDS
Villas, holiday homes and apartments are not commercial entities like hotels. Properties offered by Release Wanaka must be booked far in advance and are not easily re-rented. We strongly recommend Clients take out Travel Insurance to protect against cancellation charges, medical expenses or certain other unforeseen circumstances, which preclude the client from traveling.
No refunds shall be made on payments received. In the event of cancellation after payment has been made, Release Wanaka will approach the Property Owner and endeavour to obtain a credit for a future stay in the property booked. If the Property Owner is in agreement, Release Wanaka will issue a statement of account in confirmation.
Cancellations after arrival will be subject to a 100% cancellation fee. If after arrival, Clients are dissatisfied with any aspect of their accommodation and decide to terminate their stay, the amount to be refunded, if any, is at the discretion of Release Wanaka.
Transfers and changes to reservations are only permitted at the discretion of Release Wanaka and may incur an administration fee of NZ$ 250.00 and other charges. You will not receive any refund if you vacate the property early.
CHANGE OR CANCELLATION BY PROPERTY OWNER / RELEASE WANAKA
The minimum night stay requirement listed for each individual property is indicative only. At the discretion of Release Wanaka, these may increase during peak seasons.
Release Wanaka reserves the right to relocate guests to alternative accommodation or to cancel any booking where it is necessary to do so as a result of a force majeure, or any other occurrence outside Release Wanaka’s control.
In the event of any change or cancellation by the Property Owner, Release Wanaka shall inform the Client promptly and shall endeavour to offer the Client substitute properties. Should the Client accept a substitute property of their choice, the Client will pay or receive the difference in rate for the new property.
In the event of changes or complete cancellation, Release Wanaka’s liability will be limited to the refund of 100% of the amount paid. In no event will Release Wanaka be responsible for any consequential or incidental damages, including travel expense, alternative lodging, or other expense.
The Client is responsible for ensuring the destination they are booking is safe to travel to. Release Wanaka does not accept liability for any loss or damage caused by weather conditions, riot, strikes, sickness, acts of terrorism or any other cause.
The Client acknowledges that Release Wanaka does not own any rental accommodations and undertakes only to act as agent for the owner of the property. Release Wanaka shall not be responsible or liable for any accident, loss, damage, injury, or inconvenience arising from the rental. All such claims are acknowledged to be solely between the Client and the Property Owner. Release Wanaka will not represent the Client in respect of any such dispute.
The Client acknowledges that all personal items and vehicles (including vehicle contents) belonging to the Client, and their guests and invitees remain the Client’s responsibility. Neither Release Wanaka nor the Property Owner accept any responsibility for loss or damage to such items.
Any facilities at the Property which are available for the Client’s use will be used at their own risk and neither Release Wanaka nor the Property Owner accept any responsibility for injury or loss suffered as a result of such use.
The Client is responsible for any call out charges incurred through damage or misuse of alarms, appliances, electronics or excessive use of services.
In the event that Release Wanaka’s insurance policy is used to cover damage caused by guests, the Client will be liable for any excess.
Every reasonable effort has been made to describe the property as fully and as accurately as possible. All bookings are made and accepted on the basis of the descriptions contained on our website and Release Wanaka does not accept any liability if the property does not meet guest expectations.
CLIENT RESPONSIBILITY & RULES
The Client agrees to comply with these Terms & Conditions and the Guest Rules. You are also responsible for your guests and visitors and must ensure they comply with all applicable Terms & Conditions and Guest Rules.
The Client is responsible for ensuring the property is left in a reasonable condition of cleanliness and in the same condition of repair as upon arrival. This includes interiors, carpets, curtains, all fixtures and fittings as well as placing rubbish and recycling in appropriate bins when vacating the property. Any excessive cleaning, loss or damage to the property caused by the Client or their guests, or debts or charges incurred will be itemised and charged to the Client.
The Client agrees to:
Comply with the Property’s Compendium located at the property.
Notify Release Wanaka immediately of any damage or defect in respect of the property or its fixtures and fittings, or the failure of any mechanical or electrical appliances in the property. Damages and breakages will be charged at cost to repair damage plus $NZ 150.00 service fee.
Ensure that they and their guests act in a responsible manner at all times, and act with respect towards other guests, neighbours, the Property Owner & Release Wanaka staff. This includes observing quiet hours between 10pm and 7am each night.
Obtain approval for the erection of any temporary structures on the property (e.g. tents or tarpaulins) prior to making your booking.
Ensure children are supervised at all times by a parent or responsible adult.
Keep all doors and windows locked whenever the property is left unoccupied. A call out due to lost keys or lockout will attract a non-negotiable minimum fee of $NZ 150.00.
Allow Release Wanaka, or our agents and contractors, to have access to the Property at all reasonable hours during the day to carry out repairs or other works to the Property.
Pay for all telephone calls made from the property and all other services provided to you at the Property.
Ensure that the Internet connection is used for legal purposes only. The Client will be responsible for any illegal downloads during their stay.
Upon departure, adhere to the terms outlined under clause ‘ARRIVAL AND DEPARTURE TIMES’.
The Client agrees not to:
Do anything that adversely affects or compromises any insurance for the Property
Rearrange, change or remove any furniture, fixtures, installations, artwork or fittings at the property.
Use the property for any improper, immoral or illegal purpose, nor consume any illegal substances whilst on the premises.
Smoke inside the Property or in immediate surrounding outside areas. Should tobacco odour be noted during your stay, or at checkout, you will forfeit your Bond plus incur additional cleaning and fumigation costs starting at $NZ 500.00.
NUMBER OF OCCUPANTS
Unless written authorisation is by Release Wanaka, the total number of guests staying at the property may not exceed the number of sleeping places specified in the promotional material nor the number entered on the face of this contract. Release Wanaka reserves the right to refuse entry or evict the entire party if the number of persons occupying a property exceeds the number stipulated in this contract.
Zero Tolerance: Release Wanaka reserves the absolute right to require any individual to vacate a property for disruptive behaviour, in which case the bond would be forfeited and there would be no refund of any rental payment.
Well-behaved pets may be allowed on a case-by-case basis at the sole discretion of Release Wanaka. If a pet is permitted in writing by Release Wanaka to stay at the Property, the Client will be liable for any damage caused as a result.
Neither Release Wanaka nor the Property Owner accept any responsibility for any disturbances to the Client arising from work being carried out on neighbouring property and land. The Client shall not be liable for any compensation or refund arising from any such disturbance, whether due to road works, construction or any other nuisance or annoyance outside the control of Release Wanaka or the Property Owner.
Increased occupancy, vehicle traffic, excessive noise, or illegal activity, will result in a $NZ 500.00 penalty fee, eviction, and the forfeiture of all prepaid rentals. This penalty fee will be charged either by way of your security deposit or to the credit card provided.
EXPENSES PAID LOCALLY AT EXTRA COST
The rental property and any facilities or services expressly included in the written information provided by Release Wanaka are included in the contract price. Normal use of gas, electricity and water are also included unless otherwise stated. Some local expenses may be excluded from the rental cost specified in this contract, such as telephone, cleaning services, heating, utilities and personal services such as maids or cooks. Release Wanaka will list known locally paid expenses on the Confirmation Invoice.
ARRIVAL AND DEPARTURE TIMES
Unless otherwise agreed, Clients should arrive between 3PM and 6PM on the day of arrival and vacate the property by 11AM on the day of departure. If you require special arrival/departure times, please contact us ahead of time and we will try to arrange for the changes.
Please respect the appointment time as should our staff member need to wait unnecessarily or return again at another time there will be a $NZ 150.00 call out charge. Unless agreed by prior arrangement, arrivals after hours will result in the call out fee being applied.
Late departures may incur additional charges plus any additional staff or cleaning waiting time costs. If there is any damage to the property, we will require you to notify us prior to your departure. Accounts must be settled in full prior to departure.
Please note: Lost keys will result in a charge of $NZ 100.00. Lost garage remote controls will incur a minimum charge of $NZ 150.00. These charges will be either deducted from the bond or debited to the credit card provided.
Release Wanaka has taken care to ensure the accuracy of all information and descriptions contained in its website and promotional material at the time prepared, however, nothing in those materials shall be treated as a term or condition of this contract. Release Wanaka shall not be liable with regard to any difference of opinion as to the condition or quality of the properties, or the surrounding area, nor for temporary defects or stoppages of any utilities. Properties may not always appear exactly as pictured or described due to normal wear and tear, changes in furnishings and changes after materials were prepared.
COMPLAINTS & DISPUTES
Should any problem occur with the property, the Client must immediately (within 24 hours) notify Release Wanaka. The Client should allow the owner or manager reasonable time to remedy the problem, or to find a suitable replacement property.
Vacating the property without Release Wanaka’s authorization does not constitute an adequate cause for a refund. The Client is responsible for informing Release Wanaka of any complaint and allowing it a reasonable opportunity to remedy the problem during the rental period; failure to do so will void any claim following the rental period.
If any complaint or dispute arises under this agreement, the parties will meet to discuss in good faith in an attempt to resolve it by negotiation. If that process does not result in resolution of the dispute, then the dispute may be referred by either party to the Disputes Tribunal. A dispute does not excuse either party from performing its obligations under the Terms & Conditions.
Release Wanaka and its Client agree that the contract shall be governed by New Zealand Law, and that exclusive jurisdiction over all disputes arising out of the contract shall be in the courts located in New Zealand.
CONSEQUENCES OF BREACH
In the event that you do not comply with these Terms your occupancy of the Property may be terminated with immediate effect and all amounts paid by you for the remaining nights of your stay will be forfeited.
Any breach will result in: bond forfeiture, possible eviction from the Property with no refund and/or fines and additional Costs charged per breach:
Noise/nuisance behaviour call out - $NZ 500.00
Evidence of use as a party venue - $NZ 1000.00
Deodorizing due to smoking - $NZ 500.00
Lost keys or remote - $NZ 150.00
Excessive cleaning - $NZ 75.00 per hour
Excessive rubbish removal - $NZ 75.00 per hour
Damages and breakages - Charged at cost to repair damage plus $NZ 75.00 per hour fee.
PART B: WANAKA TRAVEL FIXER - CONCIERGE SERVICE. TAILOR-MADE EXPERIENCES & ITINERARIES
Our local ‘Wanaka Fixer’ team will work with you to design your tailor-made Wanaka itinerary. Accommodations, vehicle bookings, local tours, activities, dining suggestions and guiding services, amongst other agreed inclusions, as per your requirements. Release Wanaka Fixer Services are charged at an hourly rate of $NZ 75.00 per hour.
A non-refundable retainer fee of $NZ 150.00 will be charged to start designing your personalised Wanaka itinerary.
This non-refundable retainer is in place to protect Release Wanaka and its local networks and partners from false bookings, while maintaining transparency and integrity. The retainer covers the substantial time, internal costs, expertise and networks used in the itinerary-building process.
TAILOR-MADE SERVICES, EXPERIENCES & ITINERARIES
Release Wanaka acts as booking agent for companies that provide activities to the public. Release Wanaka is not the provider of these activities, will not be held liable or take any responsibility for any damages, activity or associated activities conducted by any of it’s Subcontractors.
A 50% deposit is required to confirm your booking. Payment of your deposit indicates your agreement to Release Wanaka cancellation policy.
Payment of the balance is due 60 days prior to your trip commencement date.
All quoted prices are in New Zealand dollars and are inclusive of GST. Release Wanaka are not liable or in any way responsible for transactional charges passed on to our customers by credit card institutions, banking institutions or merchant service providers (international or domestic), these lay solely with the Participant. Release Wanaka process payments and refunds in New Zealand Dollars as per our advertised rates and in adherence with our cancellation policies.
It is your responsibility to read and understand our cancellation policy before making a reservation. Naturally, no one books an activity, itinerary or package with the intention of cancelling or postponing, but unexpected things do happen.
Release Wanaka strongly suggests that each Participant purchases a trip or holiday cancellation/interruption insurance in addition to medical, personal and travel insurance. Please note that the medical / travel insurance purchased should cover hospital and helicopter ambulance evacuation expenses.
If you fail to show at the booked day and time of your activity, itinerary or package we cannot offer a refund or credit. Refunds are also not offered to any Participant due to injury, lack of ability or fitness for any of the activities organised by Release Wanaka.
Cancellations must be made in writing and received by email. Changing or cancelling your booking at any time will incur an administration fee ($NZ 250.00) plus any relevant fees from the Subcontractor / 3rd party operator.
Cancellations outside of 60 days of booking will result in a full refund of the deposit, minus NZ$ 250.00 administration costs.
For cancellations made within 60 days or less of the trip commencement date a cancellation fee of 100% of the full fee applies.
Due to the tailor-made nature of our activity itineraries and packages, we do not offer the option to postpone or reschedule.
Release Wanaka is not responsible for your expenses incurred in preparation for any cancelled activity itinerary or package, such as airline tickets, loss of work, and/or other costs associated with preparing for your trip.
Each Participant will be required to sign a LIABILITY RELEASE, WAIVER OF CLAIMS ASSUMPTION OF RISKS AND IDEMNITY AGREEMENT. By signing this agreement you are giving up certain legal rights. This agreement must be signed and witnessed before the Participant is allowed to take part in any activity, itinerary or package organised by Release Wanaka. Refusal to sign this agreement will result in cancellation of that Participant’s activity or itinerary with no refund of any sort. If you are under the age of 18, you may need to have a parent or guardian sign the 'Liability Release' on your behalf.
The Participant unconditionally agrees to fully indemnify Release Wanaka and all its servants, agents, clients and employees against any injury, damage or accident that may be sustained by the Participant, whilst participating in activity, itinerary or package booked through Release Wanaka.
The Participant warrants that he/she does not suffer from any medical condition and/or incapacity, which may impair the Participant’s ability to participate in any Release Wanaka activity, itinerary or package.
Release Wanaka and its 3rd party operators reserve the right to cancel an activity, itinerary or package at any time in the event of adverse weather conditions, equipment failure or other reasonable and unforeseen circumstances. In such an event occurs and if possible, an alternative date will be arranged with the Participant, or a full refund of payments less admin fee of $NZ 250.00.
Release Wanaka, will not be responsible for any loss, injury or damage incurred or suffered by the Participant during the activity, itinerary or package, or in the event the activity, itinerary or package is cancelled or postponed.
Release Wanaka is not responsible for loss, theft, or any damage to your equipment (should you chose to use your own) that may occur while partaking in any activity, itinerary or package booked through us.
The Participant pledges that no legal action will be initiated by it against Release Wanaka, it’s Clients, it’s agents, employees, instructors, and/or personnel, due to any accident or injury sustained during the course of undertaking an adventure booked through Release Wanaka.
The Participant realises that the activities offered, inherently involve risks that may result in property damage or loss, serious or fatal injury. I hereby assume all risks and release all persons, entities or contractors connected with Release Wanaka from all liability for any injuries or damages and from any claim by me, my family, estate, agents, heirs or assigns arising in anyway from my participation in all, and any activities connected with Release Wanaka.
Release Wanaka will use its best endeavours to select reputable and competent suppliers, but will not accept responsibility for the actions of persons and/or companies supplying goods and/or services. or any extra costs incurred due to delays or complications beyond the suppliers/companies control.
Release Wanaka will endeavour to curate the most suitable itinerary arrangements to meet the particular requirements the Participant makes known to us. However, travel is an individual experience, and the Participant’s preferences and opinions may vary from our own; accordingly, we cannot take responsibility the Participant’s personal satisfaction.