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Terms & Conditions

Health and Safety Information

  • You must be 18 years or older to make a booking on this website. If you are under 18 years old, we will require a parent or guardian to make the booking on your behalf AND purchase their own ticket in order to accompany you for the duration of your chosen trip with Franz Josef Glacier Guides.
  • In order to uphold safety standards we are not able to accept as clients any person over the weight of 115kg (253.5lb).
  • Glacier conditions change rapidly and as such we cannot fully brief you on current conditions. In general ice steps on our trips can be over 400mm (1.3 feet) high. This height can challenge people with low physical fitness or low levels of agility.
  • Children wishing to join our Heli Hikes need to be at least 10 years old, weight at least 35kg and be at least 137cm tall. Ice climbers must be at least 16 years old. Due to glacier and weather conditions this guideline may change and participation in the hike is ultimately the decision of the lead guide on the day. For further information please contact us.
  • Due to the risks involved on our glacier trips we do not take anyone who is, or may be, pregnant.
  • Factors such as lack of physical fitness, pre-existing medical conditions including, but not limited to, ankle injuries, knee injuries or ACL damage, joint replacements, dislocations, neck or back injuries, heart conditions, high or low blood pressure, diabetes or asthma can effect capacity to safely take part in a glacier trip and in turn increase the possibility of sustaining an injury. If you have any medical conditions or have had surgery in the last 10 years we recommend consulting your doctor about your participation in a glacier trip and making Franz Josef Glacier Guides aware of your condition.
  • We do not guide customers who are under the influence of intoxicating drugs and / or alcohol.
  • As we operate in a mountain environment certain events may result in customers having to stay on the glacier overnight.
  • Franz Josef Glacier is an unstable geological feature that presents certain significant hazards, including, but not limited to, avalanche, rock fall, ice fall, heavy rain, cold exposure, heights, flooding, uneven terrain, tripping and sun exposure. To learn more about the risk please click here
  • Franz Josef Glacier Guides reserve the right to curtail or cancel trips for customers whose fitness or ability it not appropriate to the trip on which they are booked. If you are unable to complete the glacier trip you have booked due to inadequate fitness, you will not be entitled to a refund. If you are not familiar with our trips please consult a member of our reservations team for advice on which trip will best suit your ability.

Booking Terms and Conditions

Changes and Cancellations:
You may modify or cancel your booking free of charge by contacting us directly up to 24 hours before your scheduled check-in time, (rescheduling is subject to availability).

Cancellations Within 24 Hours:
Cancellations made within 24 hours of your check-in time will be charged the full amount of your booking.

Changes Within 24 Hours:
Any changes made within 24 hours of your scheduled check-in time are at the sole discretion of the operator and the full payment may be applied.

Failure to Check In (No shows):
If you fail to check in or fail to check in at the designated time, you may be unable to participate in your experience, and the full payment will be applied.

Operator Cancellations:
Franz Josef Glacier Guides reserves the right to cancel or modify any service due to weather conditions, insufficient reservations, or unforeseen circumstances.

If we must cancel the tour due to weather or operational reasons, we will offer you either the next available time slot or a full refund.

If the tour is shortened after it has started (curtailed) due to weather or operational reasons, a partial refund may be available depending on the time spent on the ice. If you spend less than 1.5 hours on the ice, a partial refund will be calculated based on our current policy (generally calculated based on the proportion of time spent on the ice compared to the total duration of the scheduled experience).

No refund will be provided if 1.5 hours or more have been spent on the ice.

Trip Suitability
Franz Josef Glacier Guides reserves the right to cancel or curtail trips for customers whose fitness or ability is deemed unsuitable for the tour they have booked. If you are unable to participate in or complete the tour due to inadequate fitness, no refund will be provided. To ensure you select the appropriate tour, please consult our reservations team for advice on which trip best matches your fitness level and abilities.

Third-Party/Agent Bookings
Please note that these terms apply to bookings made directly with Franz Josef Glacier Guides. Different terms may apply to bookings made through third-party agents, please check with your booking agent.

Share Your Pinnacle Moments - Competition Terms & Conditions

Prize description (“the Prize”):

The Prize is a refund of the individual pass retail rate paid by one passenger from the entrant’s Franz Josef Glacier Guides trip.

  1. By participating in the promotion, entrants agree to be bound by these terms and conditions.
  2. The Promoter is Franz Josef Glacier Guides, through its website franzjosefglacier.com (“the Promoter”).
  3. The promotion is open for entry 1 December 2024 to 31 May 2025. Entrants must have been on a trip with Franz Josef Glacier Guides from 1 November 2024 – 31 May 2025
  4. To be included as an entrant, entrants must:
    1. publish a Google review for Franz Josef Glacier Guides: g.page/r/Cc3FLz8MOOrkEBM/review
      OR
    2. On Social Media Platforms mention/tag @FranzJosefGlacierGuides. Platforms include but not limited to Facebook, Instagram or TikTo. On RED and WeChat platforms mention and tag @新西兰旅游Ngai Tahu
  5. The Prize will be refunded to the credit card used at the time of purchasing the individual pass.
    1. Where cash or debit card was used to purchase an individual pass, the Prize winner must provide their nominated New Zealand bank account details for the refund to be transferred to their account. If the Prize winner cannot provide a New Zealand bank account, a credit card will be required to issue the refund. No cash refunds will be provided.
  6. The maximum total refund will be $795 for an individual Glacier Heli Hike pass.
  7. To be eligible to win entrants must have booked directly through Franz Josef Glacier Guides and not a third-party agent.
  8. Visitors who used a free of charge or complimentary pass are not eligible to enter this promotion.
  9. Employees of Te Rūnanga o Ngāi Tahu Group and their immediate families or related entities are not eligible to enter this promotion.
  10. The Promoter reserves the right to amend, suspend or terminate this promotion and/or these terms and conditions at any time for any reason, or without notice.
  11. The Promoter will not be liable in any way in relation to any loss, damage, harm, including personal injury arising in connection with this promotion. Any decisions made by the Promoter in relation to this promotion are final and no correspondence will be entered into.
  12. The Prize is non-transferable.
  13. All entrants must be aged 18 years or older.
  14. Entries are the property of the Promoter and may be used for promotional purposes by them.
  15. The winner will be drawn on 6 June 2025.
  16. The winner will be notified via social media or Google. If the winner has not confirmed acceptance of their Prize within three days, the Prize will be redrawn.
  17. The Prize does not include any other facilities or activities that are not listed in the prize description.

 

Franz Josef Winter Escape

  1. The Franz Josef Winter Escape ( “the Package”) includes:
    • a 2-night stay [JT(1] [CC2] for two people [JT(3] at the Rainforest Retreat Deluxe Retreat (operated by Rainforest Retreat) in the Deluxe Spa Tree House accommodation. This room has one king size bed suitable for two people only; and
    • a guided Glacier Heli-Hike with Franz Josef Glacier Guides (operated by Franz Josef Glacier Guides Limited) for two people. 
  2. Availability: the Package is available to be booked online[JT(4] [CC5]  at rainforest.nz/franz-josef-glacier-winter-escape until 30 September 2024, or until fully booked, whichever comes first. Upon booking the Package, a member of the Rainforest Retreat concierge team will contact the guest to arrange and confirm the Glacier Heli Hike experience with Franz Josef Glacier Guides included in the Package. This is subject to availability and alternative arrangements or a refund may be available where a Glacier Heli Hike is unable to be booked.
  3. Alternative Arrangements: If Franz Josef Glacier Guides are fully booked during the dates the accommodation is booked, guests will have the opportunity to change the dates of their accommodation booking at Rainforest Retreat (subject to availability), in order to align with Franz Josef Glacier Guides availability.
  4. Refund Policy: In the unlikely event that a guided Glacier Heli Hike with Franz Josef Glacier Guides is unable to be secured for the requested dates a refund will be provided for the portion of the Package that pertains to the unavailable activity.
  5. Guest-Initiated Changes: Any changes to the booking must be requested in writing. Changes are subject to availability and may incur additional charges.
  6. Cancellation: the cancellation policy of each operator as part of the package will apply.[JT(6] [CC7]
  7. Franz Josef Glacier Guides is not responsible for any injury, loss, or damage to person or property in connection with the adventure activities. Guests participate in activities at their own risk.[JT(8] [CC9]
  8. By booking the Franz Josef Winter Escape you acknowledge that you have read, understood and agree to be bound by these terms and conditions.
  9. These terms and conditions are subject to change without notice. Please review them periodically for updates.

 

 

Glacier Heli Hike - Terms & Conditions of Participation

The Franz Josef Heli Hike is operated by Franz Josef Glacier Guides Limited. Franz Josef Glacier Guides Limited, ("FJGG") will provide you with the guiding services on the glacier and we have teamed up with The Helicopter Line Limited who will provide the helicopter flying services to access the glacier.  We aspire to provide you a friendly, exciting and safe experience.

In participating in this activity, you, the customer / passenger ("you"), agree to the following terms and conditions:

1. Participation in all adventure activities carries a degree of inherent risk and by participating in the activity provided by FJGG you are expressly assuming those risks personally and are, to the maximum extent permitted by law, waiving and releasing FJGG and its officers and employees and any subsidiary or related company from any liability, claims, losses, damages or expenses caused by any event including, but not limited to:

a) Personal injury or death;
b) Property loss or damage;
c) Acts which may be construed as negligent or accidental;
d) Any other loss, damage, suffering, emotional or nervous disorder.

2. You agree the laws New Zealand apply exclusively to these terms and conditions and that the Courts of New Zealand have exclusive jurisdiction. You agree not to commence any litigation or proceedings in any country in relation to the risks and perils set out in clause 1 above and to indemnify FJGG against any such actions. In the event that any liability is attributed to FJGG, such liability is limited to the price paid by you to the Operator or FJGG as booking agent for the activity.

3.  You confirm that you are physically fit and suffer no medical conditions which may be aggravated by this activity. Please see adjacent health and safety information.

4. You consent to receive medical treatment in the case of injury, accident or illness during the activity and to indemnify FJGG against any claims in respect of this treatment.

5. You agree to listen to the guide, follow their instructions and make sure any children in your care do the same. FJGG reserves the right to remove or to refuse to allow any passenger to participate who does not comply with instructions or who is deemed to be a nuisance, acting recklessly or otherwise considered to be unsuitable, to participate.

6. This voucher is issued by an agent for the Operator providing the services and activities described and is non-transferable.

7. Cancellations of the Heli Hike:
In some circumstances it may be necessary to cancel or curtail the Heli Hike eg inclement weather conditions. You agree to the cancellation policy, the policy is available on request from Franz Josef Glacier Guides.  The selling agent and/or FJGG accept no responsibility for any loss or additional expenses arising from changes, delays or cancellations of the services and activities.

8. This voucher is non-refundable (other than at the absolute discretion of the FJGG) however pre-paid bookings can be altered in accordance with the following:

a) Up until 24 hours prior to the date and time of any pre-paid reservation you may change (subject to availability) or cancel your booking at no charge.
b) Within 24 hours of any scheduled reservation, any change to the booking is at the absolute discretion of the Operator and may incur a fee up to a maximum of 100% of the price paid for the activity or service.
c) In the event that a pre-paid reservation is not utilised by the customer without any notification to the Operator, this voucher is deemed to have been used.

10. Any decision regarding an exception to these terms and conditions will be made entirely at the discretion of Franz Josef Glacier Guides Limited.  

11. The name of the business that will appear on your bank/credit card statements will be Franz Josef Glacier Guides. Your account will be charged in New Zealand Dollar.

Glacier Heli Ice Climb - Terms & Conditions of Participation

Heli Ice Climb is operated by Franz Josef Glacier Guides Limited (“FJGG”). We, FJGG, will provide you with the guiding services on the glacier. We have teamed up with The Helicopter Line Limited, who will provide you with the helicopter services to access the glacier. Together, we aspire to provide you a friendly, exciting and safe experience.

In participating in this activity, you, the customer / passenger, agree to the following terms and conditions:

1. Participation in all adventure activities carries a degree of inherent risk and by participating in the activity provided by FJGG you are expressly assuming those risks personally and are, to the maximum extent permitted by law, waiving and releasing FJGG and its officers and employees and any subsidiary or related company from any liability, claims, losses, damages or expenses caused by any event including, but not limited to:

a) Personal injury or death;
b) Property loss or damage;
c) Acts which may be construed as negligent or accidental;
d) Any other loss, damage, suffering, emotional or nervous disorder.

2. You agree the laws New Zealand apply exclusively to these terms and conditions and that the Courts of New Zealand have exclusive jurisdiction. You agree not to commence any litigation or proceedings in any country in relation to the risks and perils set out in clause 1 above and to indemnify FJGG against any such actions. In the event that any liability is attributed to FJGG, such liability is limited to the price paid by you to FJGG or any booking agent for the activity.

3.  You confirm that you are physically fit and suffer no medical conditions which may be aggravated by this activity. Please see adjacent health and safety information.

4. You consent to receive medical treatment in the case of injury, accident or illness during the activity and to indemnify FJGG against any claims in respect of this treatment.

5. You agree to listen to the guide and follow all instructions (including compliance with all CAA air operating requirements) and make sure any children in your care do the same. FJGG reserves the right to remove or to refuse to allow any passenger to participate who does not comply with instructions or who is deemed to be a nuisance, acting recklessly or otherwise considered to be unsuitable, to participate.

6. This voucher is issued by an agent for the Operator providing the services and activities described and is non-transferable.

7. This voucher is based on fares and tariffs, which are, to the best of the Operators knowledge, correct at the time of issue. Any price increases arising since the date of issue are at the cost of the customer and payable to the Operator before departure.

8. Cancellations of the Heli Ice Climb:
In some circumstances it may be necessary to cancel the Heli Ice Climb (e.g. inclement weather conditions). You agree to the cancellation policy provided by FJGG . The policy is available on request. The selling agent and/or FJGG accept no responsibility for any loss or additional expenses arising from changes, delays or cancellations of the services and activities.

9. This voucher is non-refundable (other than at the absolute discretion of FJGG) however pre-paid bookings can be altered in accordance with the following:

a) Up until 24 hours prior to the date and time of any pre-paid reservation you may change (subject to availability) or cancel your booking at no charge.
b) Within 24 hours of any scheduled reservation, any change to the booking is at the absolute discretion of FJGG and may incur a fee up to a maximum of 100% of the price paid for the activity or service.


10. In the event that a pre-paid reservation is not used by the customer without any notification to us, this voucher is deemed to have been used.

11. Any decision regarding an exception to these terms and conditions will be made entirely at the discretion of FJGG.

ONLINE ONLY: The name of the business that will appear on your bank/credit card statements will be Franz Josef Glacier Guides . Your account will be charged in New Zealand Dollars.