Terms & Conditions
These Terms & Conditions apply to all bookings made with Kiwa Explorers Limited T/A The Glass Bottom Boat. By making a booking, you agree to the terms below on behalf of yourself and everyone included in your booking.
1. Our experience
The Glass Bottom Boat operates guided boat tours at Goat Island Marine Reserve. Our tours are designed to showcase the marine life, reef, kelp forests, coastline and history of this special place without guests needing to get wet.
All tours are subject to weather, sea conditions, operational requirements, minimum numbers, vessel availability and safety considerations.
2. Bookings and payment
Bookings are confirmed once full payment has been received, unless otherwise agreed in writing.
All prices are shown in New Zealand dollars and include GST unless stated otherwise.
Prices may change without notice, but confirmed bookings will be honoured at the price paid at the time of booking.
You are responsible for checking that the date, time, number of passengers and contact details on your booking confirmation are correct.
3. Public Holiday Surcharge
A 15% Public Holiday Surcharge will be applied to bookings on nominated New Zealand public holidays where Kiwa Explorers Limited T/A The Glass Bottom Boat incurs additional employment costs under the Holidays Act 2003.
Where a public holiday falls on a weekend and is also observed on a weekday, additional public holiday employment costs may be incurred on both the actual public holiday and the observed public holiday.
Accordingly, where this occurs, the 15% Public Holiday Surcharge applies on both days.
This surcharge helps contribute to the increased cost of operating safely and staffing our tours on public holidays. The surcharge will be shown at the time of booking where applicable.
4. Arrival and check-in
Please arrive in good time for your tour and follow the arrival instructions provided in your confirmation email.
Late arrival may mean you miss your tour. If you are late or do not arrive for your scheduled tour, your booking may be treated as a no-show and no refund will be given.
We recommend allowing extra time for parking, walking to the departure point, summer traffic and busy holiday periods.
5. Weather, sea conditions and operator cancellations
Your safety is our priority. We reserve the right to cancel, delay, reschedule, shorten or modify any tour due to weather, sea conditions, operational issues, safety concerns, minimum numbers, vessel availability or any circumstances outside our reasonable control.
If we cancel your tour before departure, you will be offered one of the following:
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the opportunity to reschedule to another available date or time; or
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a refund of the tour price paid.
We will make reasonable efforts to contact you using the details provided at the time of booking. Please ensure your phone number and email address are correct and that you check for updates before travelling.
Weather and sea conditions can change quickly at Goat Island. The final decision on whether a tour operates rests with The Glass Bottom Boat team.
6. Customer cancellations and changes
If you need to cancel or change your booking, please contact us as early as possible.
Our standard cancellation policy is:
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More than 24 hours before departure: you may request a refund or reschedule, subject to availability.
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Within 24 hours of departure: bookings are non-refundable and non-transferable, unless otherwise agreed by us.
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No-shows or late arrivals: no refund will be given.
For group bookings, private charters, school bookings, promotional bookings, voucher bookings or bookings made through third-party agents, different cancellation terms may apply. These will be confirmed at the time of booking or through the relevant booking provider.
7. Minimum numbers
Some departures may require minimum numbers to operate.
If minimum numbers are not met, we may contact you to offer an alternative departure time, alternative date or refund.
8. Children and supervision
Children must be supervised by a responsible adult at all times.
Parents, caregivers, teachers, group leaders and supervisors are responsible for the behaviour and safety of the children in their care before, during and after the tour.
Children must follow all crew instructions, remain seated when asked, and behave safely around the vessel, boarding area, water and other passengers.
9. Accessibility and mobility
We want our experience to be as accessible as reasonably possible. However, boarding a boat may involve steps, uneven surfaces, movement of the vessel and assistance from crew.
Guests with mobility concerns, injuries, medical conditions, pregnancy, balance concerns or other needs should contact us before booking so we can discuss whether the experience is suitable and what assistance may be available.
For safety reasons, we may be unable to carry a passenger if we reasonably believe they cannot board, travel or disembark safely.
10. Health, safety and behaviour
All passengers must follow the instructions of the skipper and crew at all times.
We may refuse boarding or remove a passenger from a tour, without refund, if we reasonably believe that the person:
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is under the influence of alcohol or drugs;
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is behaving in an unsafe, abusive, disruptive or threatening way;
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refuses to follow crew instructions;
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poses a risk to themselves, other passengers, crew, the vessel, wildlife or the environment;
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or is not suitably able to participate safely.
Passengers must not interfere with safety equipment, vessel operations, wildlife, marine life or other passengers.
11. Assumption of risk
Boat tours take place in a natural marine environment. While we take reasonable care to manage risks, some risks cannot be completely eliminated.
These may include, but are not limited to, changing weather and sea conditions, vessel movement, slips, trips, boarding and disembarking risks, sun exposure, wind, rain, seasickness and the actions of other passengers.
By joining the tour, you acknowledge these risks and agree to take reasonable care for your own safety and the safety of those in your care.
12. Wildlife and marine life
Goat Island Marine Reserve is a natural environment. While we do our best to provide a memorable experience, sightings of particular fish, birds, marine mammals or other wildlife cannot be guaranteed.
The quality of underwater viewing may vary depending on weather, sea conditions, sunlight, water clarity, tides and natural marine activity.
13. Marine reserve care
Goat Island is a protected marine reserve. Passengers must respect the marine environment and follow all instructions relating to wildlife, marine life, rubbish, fishing restrictions and reserve protection.
Nothing may be taken from or left in the marine reserve.
14. Personal belongings
You are responsible for your own personal belongings.
We are not responsible for loss or damage to personal items, including phones, cameras, bags, glasses, clothing, hats, jewellery or other valuables, unless required by law.
Please secure loose items before and during the tour.
15. Photos and marketing
We may take photos or videos during tours for promotional, social media, training or operational purposes.
If you do not want yourself or someone in your care to appear in photos or videos, please let our team know before the tour begins.
Guests are welcome to take their own photos and videos, provided this does not interfere with safety, crew instructions, other passengers or the operation of the tour.
16. Gift vouchers
Gift vouchers are subject to the terms stated on the voucher or at the time of purchase.
Vouchers are not redeemable for cash and cannot be refunded once purchased, unless required by law.
Bookings using vouchers are subject to availability and must be made before the voucher expiry date.
17. Third-party bookings
If you book through a third-party agent, travel platform, reseller or accommodation provider, their booking terms and cancellation policies may also apply.
Where a refund is approved for a third-party booking, it may need to be processed by the original booking provider.
18. Travel costs and other expenses
We are not responsible for any travel, accommodation, parking, meals, transport costs, exchange rate differences, bank fees or other expenses incurred if a tour is cancelled, delayed, rescheduled or modified.
We recommend guests allow flexibility in their travel plans, especially during periods of unsettled weather.
19. Liability
We will meet our obligations under New Zealand law, including applicable consumer and health and safety laws.
To the extent permitted by law, we are not liable for indirect loss, consequential loss, loss of enjoyment, missed travel connections or costs arising from delays, cancellations, weather, sea conditions or circumstances outside our reasonable control.
Nothing in these Terms & Conditions limits any rights you may have under New Zealand law that cannot legally be excluded.
20. Privacy
We collect personal information needed to manage your booking, contact you about your tour, process payments, meet safety and operational requirements, and provide customer service.
We will handle your personal information in accordance with New Zealand privacy laws.
21. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time. The version displayed on our website at the time of booking will apply to your booking.
22. Governing law
These Terms & Conditions are governed by the laws of New Zealand.
Any dispute will be subject to the jurisdiction of the New Zealand courts.
23. Contact us
For booking changes, cancellations, accessibility questions or any other enquiries, please contact The Glass Bottom Boat team before your scheduled departure.