TERMS AND CONDITIONS

Adventure Xpress Limited trading as Snow Express

These Terms and Conditions apply to all bookings and services provided by Adventure Xpress Limited trading as Snow Express.

Snow Express provides private charter bus services. It does not operate a scheduled public bus service. Departure times, pickup arrangements and return times are agreed with the customer at the time of booking.

By making a booking with Snow Express, the customer confirms that they have read, understood and accepted these Terms and Conditions.

Nothing in these Terms and Conditions is intended to exclude, restrict or limit any rights or remedies that cannot lawfully be excluded or limited under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, Contract and Commercial Law Act 2017, or any other applicable New Zealand law.

1. PRIVATE CHARTER SERVICE

Snow Express provides private charter transportation for groups travelling to and from Mt Hutt and other destinations agreed at the time of booking.

Unlike a scheduled public bus service, Snow Express operates according to the itinerary and departure times agreed with the customer who makes the booking.

The customer making the booking is responsible for providing accurate information regarding:

  • The number of passengers;

  • The requested departure and return times;

  • Pickup and drop-off locations;

  • Any relevant passenger or equipment requirements; and

  • A valid telephone number and email address for contact.

Once the booking has been confirmed, the agreed departure time and pickup arrangements form part of the booking.

Snow Express will make reasonable efforts to operate in accordance with the agreed itinerary, subject to weather, road, mountain and operational conditions.

2. BOOKING CONTACT AND GROUP RESPONSIBILITY

The person who makes the booking is the booking contact and is responsible for communicating the booking details and these Terms and Conditions to all members of their group.

The booking contact is responsible for ensuring that:

  • All members of the group know the agreed pickup location;

  • All members of the group know the agreed departure time;

  • All members of the group are ready to depart at the agreed time;

  • All members of the group have their required belongings and equipment ready before departure;

  • The group does not cause unreasonable delays to the agreed departure time; and

  • Snow Express has a reliable telephone number for the booking contact on the day of travel.

The booking contact is the primary point of communication between Snow Express and the group.

Snow Express may communicate changes, delays, operational information or other important information to the booking contact, and the booking contact is responsible for communicating that information to the rest of the group.

3. DEPARTURE TIMES AND GROUP READINESS

Departure times for Snow Express charter bookings are agreed with the customer and are not fixed scheduled service times.

The booking contact is responsible for ensuring that the entire group is at the agreed departure point and ready to leave at the agreed departure time.

Snow Express is not required to wait for members of the group who are late.

If one or more passengers are not present and ready to depart at the agreed departure time, Snow Express may depart without those passengers.

Where a delay is caused by the customer or members of the group, Snow Express may, where operationally possible, allow a reasonable short delay. However, Snow Express reserves the right to depart at the agreed time where waiting would materially affect the agreed itinerary, driver hours, safety, or other operational requirements.

Any passengers who miss the departure due to being late or otherwise not being ready to travel will generally be treated as a no-show and will not be eligible for a refund.

4. CHANGES TO THE AGREED ITINERARY

Requests to change agreed departure or return times, pickup locations, destinations, passenger numbers or other booking details must be made as early as possible.

Changes are subject to availability and operational requirements and are not guaranteed.

Snow Express may charge additional fees where a requested change results in additional operating costs, extended hire time, additional mileage or other reasonable costs.

Changes requested on the day of travel may not be possible.

5. WEATHER AND MOUNTAIN CONDITIONS

Snow Express operates in a mountain environment and reserves the right to operate its charter services in adverse weather conditions where it is reasonably safe and operationally appropriate to do so.

Snow, rain, wind, poor visibility, cold temperatures, road conditions or other adverse weather conditions do not, by themselves, entitle a customer to cancel their booking and receive a refund where Snow Express remains able and willing to provide the booked charter service.

A customer's decision not to travel because of weather conditions will be treated as a customer cancellation and will be subject to the cancellation and refund terms in these Terms and Conditions.

Snow Express will not operate where doing so would be unsafe or otherwise not reasonably practicable.

6. MOUNTAIN OR SKI FIELD CLOSURE

If the relevant mountain or ski field is officially closed and this prevents Snow Express from providing the booked service, Snow Express will, where reasonably practicable, offer the booking party the option to transfer the booking to another available date.

Any alternative date is subject to availability and must be agreed with Snow Express.

If an alternative date cannot reasonably be agreed upon, Snow Express will provide a full refund for the affected booking.

If the mountain is open and Snow Express is able to provide the booked charter service, a customer's decision not to travel because they do not wish to ski, because of weather conditions, or for another personal reason will be treated as a customer cancellation.

7. SNOW EXPRESS CANCELLATION OR SERVICE DISRUPTION

Snow Express reserves the right to cancel or alter a charter service where reasonably necessary due to circumstances including, but not limited to:

  • Unsafe road or mountain conditions;

  • Mountain or ski field closure;

  • Severe or unsuitable weather conditions;

  • Natural disasters or significant events;

  • Vehicle or equipment failure;

  • Driver safety or operational requirements; or

  • Other circumstances beyond Snow Express's reasonable control.

Where Snow Express cancels a service, Snow Express will, where reasonably practicable, offer the customer:

  1. A transfer to an alternative available date; or

  2. A refund where an alternative date cannot reasonably be arranged.

Where a customer's rights or remedies under New Zealand consumer law apply, those rights will not be excluded by these Terms and Conditions.

8. CUSTOMER CANCELLATIONS AND REFUNDS

Due to the limited availability and high demand associated with the ski season, Snow Express operates the following cancellation policy.

More than 48 hours before departure

Cancellation requests made more than 48 hours before the agreed departure time may be considered for a refund on a case-by-case basis.

A refund is not automatically guaranteed.

Snow Express will consider the circumstances of the cancellation, the timing of the request and any costs or losses associated with the booking.

Within 48 hours of departure

Cancellations made within 48 hours of the agreed departure time are not eligible for a refund where the cancellation is made voluntarily by the customer.

This includes cancellations resulting from:

  • A change of plans or change of mind;

  • A customer or group member deciding not to travel;

  • Changes to accommodation or other travel arrangements;

  • Personal circumstances;

  • Concerns about weather conditions;

  • A decision not to ski or participate; or

  • Any other reason where Snow Express remains able and willing to provide the booked charter service.

Nothing in this policy excludes, restricts or limits any rights a customer may have under applicable New Zealand consumer law.

9. GROUP BOOKINGS

For group bookings, the cancellation or non-attendance of one or more individual passengers does not automatically cancel the charter booking for the remaining members of the group.

Where an individual group member voluntarily chooses not to travel, no refund will be provided for that individual passenger.

The booking contact remains responsible for the group's booking and for ensuring that the remaining passengers are ready to depart at the agreed time.

Snow Express will not be responsible for delays or additional costs caused by individual group members who are late, unavailable or otherwise not ready to depart.

Nothing in this clause limits any rights or remedies that cannot lawfully be excluded under New Zealand law.

10. NO-SHOWS AND MISSED DEPARTURES

Because Snow Express operates private charters rather than a scheduled service, the agreed departure time is specific to the individual booking.

The booking contact is responsible for ensuring the entire group is present and ready to depart at the agreed time.

Snow Express is not required to wait for late passengers.

If passengers are not present and ready to depart at the agreed time, Snow Express may depart without them.

Passengers who miss the agreed departure due to lateness or failure to be ready will generally be treated as a no-show and will not be eligible for a refund.

Snow Express is not responsible for delays caused by the customer's own travel arrangements, including traffic, accommodation delays, parking difficulties, equipment preparation or failure to allow sufficient time to reach the agreed departure point.

11. CUSTOMER CONTACTABILITY

The booking contact must provide Snow Express with a valid (mobile) telephone number and email address.

The booking contact must remain contactable on the day of travel.

Snow Express may use these details to communicate important information about the booking, including changes to pickup arrangements, delays, weather conditions, mountain closures or other service disruptions.

The booking contact is responsible for communicating relevant information to all members of their group.

Snow Express cannot be responsible for a customer failing to receive important information because incorrect, inactive or inaccessible contact details were provided.

12. PICKUP POINTS

The booking contact is responsible for ensuring that all passengers know the agreed pickup location.

The group must be assembled and ready to depart at the agreed pickup point at the agreed departure time.

Snow Express may not be able to wait for passengers who are late.

If the group is not ready to depart when Snow Express arrives, Snow Express may depart without the group or any passengers who are not ready.

Any resulting missed departure will generally be non-refundable.

13. BAGGAGE AND SKI EQUIPMENT

Snow Express provides dedicated ski and snowboard equipment carriers where advertised.

Customers are responsible for ensuring that their ski, snowboard, luggage and personal belongings are appropriately secured and clearly identifiable.

Where baggage or equipment is accepted for carriage, applicable provisions of the Contract and Commercial Law Act 2017 may apply.

Any claim concerning loss of or damage to baggage or equipment should be reported to Snow Express as soon as reasonably practicable and, where possible, before the customer leaves the destination.

Snow Express does not accept responsibility for loss or damage to items that are not accepted for carriage or are left unattended by the customer, except to the extent that liability cannot lawfully be excluded or limited.

14. ITEMS LEFT ON THE BUS

The bus may remain locked during the day and customers may not have access to the vehicle until approximately 3:30 pm, or approximately 30 minutes before the agreed departure from the mountain.

The bus may or may not be used to shuttle passengers up and down the mountain during the day.

Customers should therefore take any valuables, medication, important documents or other items they may require during the day with them.

Snow Express does not accept responsibility for loss or damage to personal belongings left unattended on the bus, except to the extent that liability cannot lawfully be excluded or limited.

15. DANGEROUS GOODS

For safety reasons, dangerous goods must not be carried on Snow Express vehicles.

Prohibited items include, but are not limited to:

  • Firearms and weapons;

  • Explosives, including fireworks;

  • Flammable liquids or solids;

  • Corrosive substances;

  • Poisonous, toxic or infectious substances;

  • Radioactive materials;

  • Compressed gases; and

  • Other materials that are dangerous, offensive, noxious or may create a safety risk.

Snow Express may refuse carriage of any item that it reasonably considers unsafe or unsuitable for transport.

16. SMOKING AND ALCOHOL

Smoking, vaping and the consumption of alcoholic beverages are not permitted on Snow Express vehicles.

Snow Express reserves the right to refuse travel to or remove a passenger where the passenger's behaviour creates a safety risk, causes significant disruption or affects the comfort or safety of other passengers.

17. PASSENGER CONDUCT AND FITNESS TO TRAVEL

Passengers must behave in a reasonable and respectful manner and follow all reasonable instructions given by the driver or Snow Express staff.

Snow Express reserves the right to refuse travel to or remove a passenger where the passenger:

  • Is intoxicated or otherwise unfit to travel;

  • Behaves aggressively, abusively or threateningly;

  • Creates a safety risk;

  • Refuses to follow reasonable safety instructions;

  • Causes significant disruption to the driver or other passengers; or

  • Is otherwise unable to travel safely.

Where a passenger is refused travel because of their own conduct or condition, this will generally be treated as a customer cancellation and will not be eligible for a refund.

Nothing in this clause limits any rights or obligations imposed by applicable law.

18. UNACCOMPANIED MINORS

Snow Express does not accept bookings for unaccompanied children under 13 years of age.

Children under 13 must be accompanied by an individual who is 18 years of age or older.

The booking contact and/or accompanying adult is responsible for ensuring that children travelling with Snow Express comply with these requirements.

19. ANIMALS AND ASSISTANCE DOGS

Certified guide dogs and other assistance dogs permitted by law are welcome on Snow Express.

Customers travelling with an assistance dog must notify Snow Express at the time of booking so that appropriate arrangements can be made.

Any other animals may only be carried with prior approval from Snow Express.

20. PASSENGER MOBILITY AND ACCESSIBILITY

Customers who require assistance with boarding, mobility or accessibility should contact Snow Express before booking so that we can discuss whether the vehicle and service can safely accommodate their requirements.

The Snow Express vehicle may have a narrow access door and may not be equipped with a wheelchair lift or ramp.

Drivers are not permitted to lift or carry passengers on or off the vehicle where doing so would create a safety risk or breach applicable health and safety requirements.

Snow Express will make reasonable efforts to discuss available options with customers before travel.

21. PAYMENTS AND BOOKINGS

Bookings must be made and paid for online in advance unless otherwise agreed by Snow Express.

Snow Express does not accept cash payments.

A booking is not confirmed until payment has been successfully processed and a booking confirmation has been issued.

The booking contact is responsible for ensuring that the booking details supplied to Snow Express are accurate, including passenger numbers, pickup location and agreed departure and return times.

22. CHARTER SERVICE TIMING

Snow Express is a private charter service and does not operate according to a fixed public timetable.

The customer chooses the requested departure and return times, which are then agreed with Snow Express and form part of the booking.

Snow Express will make reasonable efforts to operate according to the agreed itinerary.

Agreed times may need to be changed due to weather, road conditions, traffic, mountain conditions, safety requirements or other circumstances beyond Snow Express's reasonable control.

Where reasonably practicable, Snow Express will communicate significant changes to the booking contact.

23. LIABILITY

Snow Express will provide its services with reasonable care and skill as required by applicable New Zealand consumer law.

Nothing in these Terms and Conditions excludes or limits liability or rights that cannot lawfully be excluded or limited.

For personal injury, New Zealand's accident compensation scheme applies to covered personal injuries under the Accident Compensation Act 2001.

Nothing in these Terms and Conditions is intended to exclude or limit any liability that cannot lawfully be excluded or limited.

24. CONSUMER RIGHTS

Nothing in these Terms and Conditions excludes, restricts or limits any rights or remedies available to a customer under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Contract and Commercial Law Act 2017, or any other applicable law where those rights cannot lawfully be excluded or limited.

Where a service does not comply with an applicable statutory guarantee, customers may have rights to a remedy depending on the circumstances.

25. REFUND PROCESSING

Where a refund is approved or otherwise required under these Terms and Conditions or applicable law, Snow Express will process the refund to the original payment method where reasonably practicable.

Processing times may vary depending on the payment provider or financial institution.

26. EXCEPTIONAL CIRCUMSTANCES

Snow Express understands that exceptional circumstances can arise.

Customers may contact Snow Express to request consideration of a cancellation or refund outside the standard cancellation terms.

Such requests may be considered on a case-by-case basis.

Snow Express may request reasonable supporting information where appropriate.

Any discretionary refund or concession offered by Snow Express does not create an entitlement to the same treatment for future bookings.

This discretionary process does not affect any statutory rights a customer may have.

27. ACCEPTANCE OF TERMS

By completing a booking with Snow Express, the customer confirms that they have had an opportunity to read and understand these Terms and Conditions before completing the booking.

The booking contact is responsible for ensuring that all members of their group are made aware of the relevant booking arrangements and requirements.

These Terms and Conditions should be read together with the customer's booking confirmation and any specific terms communicated at the time of booking.

Adventure Xpress Limited trading as Snow Express