Tracknet Transport Policy

(Updated September 2023)

Travel Conditions: Please ensure you are ready 15 minutes prior to the scheduled pick-up time.

• Excess baggage will be charged for; however, in the event of a full vehicle, it will be at the Driver's discretion whether excess baggage is carried or left for the next available vehicle.
• Unaccompanied baggage will be transported at the owner's risk (extra charges).
• Bicycles and Sports equipment must be advised to the office when booking to ensure sufficient space. Failure to do so may result in passengers and their excess baggage or sports equipment being left for the next available vehicle. Passengers must accompany their bicycles and sports equipment. We do not transfer unaccompanied bikes and sports equipment.
• It is entirely at the Driver's discretion and with full company support that should a passenger's behaviour be such that they are required to vacate the vehicle, there will be no refund of fare. In the event of a return trip, the return segment may be refunded at the discretion of management..
• Tracknet are committed to ensuring your comfort and enjoyment when travelling. We will make every effort to maintain our services as per schedule. We also advise that where inclement weather conditions occur, we reserve the right to make timetable alterations, route changes and/or cancellation of a service in the best interest of our passengers, vehicles, and staff.
• No Smoking or vaping onboard or near our vehicles for the comfort of our passengers.

Cancellation Policy

• Full refund if a booking is cancelled 24 hours before departure
• No refund if cancellation is made within 24 hours of departure or a 'No Show'
• Private charters must be cancelled 7 days prior to departure for a full refund. Cancellations received after this time are non-refundable.
• If necessary, one change is allowed to your initial booking with no extra charge (must be made more than 24 hours prior to departure). Each subsequent change attracts a $10.00 administration fee

Price Information: Whilst care is taken, prices are subject to change without notice. Prices charged will be at the set rate at the time of travel. All prices as quoted on this website are in NZ dollars (include all relevant taxes: GST and other taxes / National Park Concessions etc).

Secure Server Reservations & Email Enquiries: Tracknet endeavors to respond to all booking enquiries and reservations within 1 working day. If you have not received a response within this time, please check your junk mail or spam mail filter. To avoid this problem please add our email address to your address book: res@tracknet.net

Change booking Policy: If necessary, one change is allowed to your initial booking with no extra charge (must be made more than 24 hours prior to departure). Each subsequent change or cancellation to your booking will then attract a $10.00 admin fee. However, free unlimited changes are permitted when using the link to your customer portal provided at the bottom of your confirmation email.
If you change your booking and then later cancel your reservations, the cancellation/change policy shall apply from the departure time noted on the earlier of your bookings.
If you miss your Tracknet bus connection due to circumstances beyond your control, (including flight disruption) and you are able to advise us prior to the departure time, we are able to offer the option to travel on the next available service (which could be the following day subject to timetables and seat availability). Should you not wish to travel on the next available service then the cancellation policy as above applies to your bookings.

Seasonal Information: Tracknet operations are timed to service Fiordland National Park’s Great Walks Tracks and to improve transport options for visitors during the Summer period from October to April each year.
If travelling between May to October, please note that limited schedules are available and minimum numbers may apply. Between May and October each year, Tracknet may operate charter services as and when required on demand.
Where possible Tracknet may be able to offer alternative options – please do not hesitate to contact us.

Child Policy:

• A child is aged up to 14 years
• There is no charge for an infant safely sharing a seat with an adult
• Accompanied children will pay the sector fare
• Tracknet DO NOT provide childrens’ vehicle seats. Please advise when making a booking if you will be bringing a child’s seat. Unaccompanied children between the ages of 7 to 14 years may be carried providing our “unaccompanied minor form” is completed. It is the responsibility of the parents/caregiver to ensure their child’s wellbeing and that they are being met or collected at both ends of the journey.
• Children aged between 0 to 6 years must be accompanied by a full fare-paying adult or will not be transported.

SAFETY is your responsibility. You are responsible for your own safety. Please ensure your group is well equipped and carrying the correct equipment for your journey. Tracknet reserves the right to refuse transport to poorly equipped individuals. All departures are subject to lake, weather, road, & track conditions.

Tracknet strongly suggests that:

• Intention Forms should be completed before departure and left with your trusted contact. These can be found on the Adventure Smart website
• Mountain Radios or Personal Locator Beacons should be carried – In Te Anau, Stu’s Place hire Mountain Radio’s (+64 3 249 8363) and Caltex Te Anau hire Personal Locator Beacons (+64 3 249 7140).

General Policy: Tracknet Transport reserves the right to amend timetables, cancel departures, substitute plant or equipment, and alter ticket prices at any time. Tracknet reserves all rights.