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We operate in a very changeable alpine environment. Accordingly, it is important to understand that our trips may vary from the descriptions given and may have to be cancelled from time to time due to natural events.
Glacier walking is an all weather activity. Except in the event of extreme weather or adverse environmental conditions, our walking trips invariably take place. The exception to this is the Heli-Hike and other trips which rely on helicopter flights. These trips are more often affected by the weather and subject to cancellation if flying conditions are not good on the day.
Our policy in respect of bookings, cancellations and refunds is set out below.
Confirming your booking
By Email or Fax
When you make a booking by email or fax, you must send us your credit card details to confirm your booking. In order to secure your booking, you must pay us the full cost of your trip, which we charge to your credit card.
By Telephone
To confirm a booking with us, you need to give us your credit card number as security for your booking. With the exception of Ice Climbing and Heli-Ice Climbing, Chancellor Heli-Treks and Mountaineering Trips (where we take the full cost of the trip from your card) we do not process the credit card transaction until you have checked in with us on the day of departure of your trip. By giving us your credit card number, you should be aware that you are authorizing us to charge any cancellation fee set out in this policy, to your card.
Our Contact Details
RESERVATIONS
Tel +64 3 751 0825
Fax +64 3 751 0857
Freephone 0800 111 600 (inside New Zealand)
Email info@foxguides.co.nz
Web www.foxguides.co.nz
Mail PO Box 38, Fox Glacier, New Zealand
Cancelling your booking
Because of the high demand and limited space available on our trips, the following cancellation policy is strictly applied.
You may cancel your booking with us and receive a full refund, provided you give us the appropriate period of notice. The appropriate period of notice is as follows and differs, depending on which trip you have booked with us:
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| Trip |
No cancellation fee payable if: |
Cancellation fee of 50% of cost of trip payable if: |
Cancellation fee of 100% of the cost of the trip payable if: |
- Fox Trot: Half-Day Walk
- Nimble Fox: All-Day Walk
- Fox Trail: Terminal Face Walk
- Flying Fox: Heli-Hike
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You cancel your booking at least 1 hour before the reporting time for your trip; or, we cancel the trip for any reason |
n/a |
You cancel your booking less than 1 hour before the reporting time for your trip; or, you do not show up at the reporting time of your trip |
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- Fox It Up: Ice Climbing Adventure
- Fox It Up: Heli-Ice Climbing Adventure
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You cancel your booking by 4pm the night before the trip; or, we cancel the trip for any reason |
n/a |
You cancel your booking after 4pm the night before the trip; or, you do not show up at the reporting time of your trip |
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- Browne Fox: Chancellor Dome Heli-Trek
- Browne Fox: Chancellor Dome Overnight Heli-Trek
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You cancel your booking more than 48 hours before the reporting time for your trip; or, we cancel the trip for any reason |
You cancel your booking at least 24 hours (but less than 48 hours) before the reporting time for the trip |
You cancel your booking less than 24 hours before the trip; or, you do not show up at the reporting time of your trip |
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- Alpine Fox: Mountain Instruction Courses
- Private High Guiding Trips
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You cancel your booking at least 4 weeks before the trip is scheduled to depart; or, we cancel the trip for any reason |
You cancel your booking at least 1 week (but less than 4 weeks) before the trip is scheduled to depart |
You cancel your booking less than 1 week before the trip is scheduled to depart; or, you do not show up at the reporting time of your trip |
Tour group cancellations
Tour Operators must advise us of all cancellations in writing (email or fax preferred). The following cancellation policy will apply:
- If the Operator notifies us more than 48 hours before the reporting time for the Group’s trip of any cancellation, then no cancellation fee will be charged.
- If the Operator notifies us more than 24 hours (but less than 48 hours) before the reporting time for the Group’s trip, we will invoice the Operator 50% of the total cost of the trip.
- If the Operator notifies us less than 24 hours before the reporting time for the Group’s trip or if the group does not show up at the reporting time of their trip, then we will invoice the Operator 100% of the total cost of the trip.
- If the Group is going to be late or unable to report for the trip on time, the Operator should notify us as soon as possible. We will make all effort to allocate another time slot for the Group. However, this will not always be possible. In these circumstances, we reserve the right to invoice the Operator 50% or 100% of the total cost of the trip (as set out above) depending on the notice given.
- If we cancel the trip due to weather, environmental factors, or any other reason, we will contact the Operator and ensure that their customers receive the appropriate refund.
Refunds once a trip has commenced
We recognize that there are occasions, usually if the weather or environmental conditions are extreme, when a trip must be cancelled after it has already commenced. For these circumstances, we have developed a partial refund policy, which is designed to balance the customer’s reasonable expectations of the trip against the costs that are incurred by the company. The policy is intended to ensure the customer receives an appropriate (but not necessarily complete) refund to reflect the value delivered by us on the trip.
If you require details of this policy, please do not hesitate to ask us.
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