Policies, Terms & Conditions

The Booking Policy

To reserve the booking, we require payment in full.

 Payment Options

Credit Card: Payment via PayPal.

Direct Deposit: New Zealand bank accounts only.

 

Cancellation Policy

We recommend having travel insurance due to unforeseen circumstances ie. injury, sickness, track closure, etc. 

Track Closure

If the Department of Conservation (DoC) closes the track while you are on it, or you decide to start the hike in the hopes its. will open, we will contact DoC directly to see if your vehicle still needs to be relocated and act accordingly.

If we don’t move your vehicle, you will receive a 70% refund less any transaction fees (i.e less booking agent fees and/or PayPal fees).

If the track is not closed by DoC, but you decide to turn back and we have already relocated your car, there may be extra fees to get your car back.

If we have already started moving your car, then there will not be any refund.

In all cases above, you need to contact us via the hut radio to let us know. The hut wardens know us and should have our contact details.

 

Cancellation Fees (Note that Paypal transaction fee is non-refundable) 

  • 10% cancellation fee: If you notify us by 5pm 7 days before you start your hike.
  • 30% cancellation fee : If you notify us between 5pm 7 days before your hike and 5pm 2 days before your hike.
  • You will be charged full price (100% fee) : If you notify us after 5pm 2 days before your hike.
  • No fee charged if you change to another date. (same season). This must be done by 5pm two days before your original start date.

If you decide to cancel or change the relocation, please contact us as soon as possible.

  • If you have already changed your date this season, then cancel, the cancellation fee will be 30% minimum.

 Terms and Conditions

Trackhopper will take all reasonable care of your vehicle.
Trackhopper only accepts liability for the insurance excess up to $5000, while shifting your vehicle.
Trackhopper does not accept liability for any mechanical problem, puncture and / or damage/stone chip to any glass.
Trackhopper does not accept liability for any theft or damage (not caused by Trackhopper) that occurs at any track car park.
There have been no reported incidents at either Routeburn car park in the last 17 years.

Trackhopper does not accept liability for any uninsured vehicle.

Some rental companies do not cover their vehicles for insurance when driven on any unsealed roads.

It is the responsibility of the hirer to clarify this with the rental company.

Private Vehicle – Please notify your insurance company regarding any additional drivers if it is required.
Trackhopper can provide you with our driver’s licence details.

If your car is not road legal, we may refuse to relocate it.
It is your responsibility to make sure your car is road legal and safe to drive.

Rental Vehicle – Trackhopper will contact your rental car company to add our driver on the rental agreement for insurance purposes.
The customer is responsible for any additional driver fees charged by rental companies.

Fuel Money – Routeburn Car Relocations only.
Each vehicle has different fuel economy. (Total distance your car will travel between petrol stations is 500-550kms)
Trackhopper advises you to prepay a minimum $40 for fuel for us to refill your vehicle, due to the distance your vehicle will travel.
If you leave cash / fuel voucher in your vehicle, Trackhopper will leave the fuel receipt and change (if any).

Any unused fuel money, prepaid when booking, will be refunded on completion of the car relocation.

Breakdowns – If your vehicle is a rental, we will contact the rental company and get advice from them.
We will contact you through the DoC radio system or leave a note in your car.

For private vehicles, we will contact you through the DoC hut radio system.

Please let us know if your car has any problem or care requirements.

Track Closure  (due to snow, wind, flooding, etc)

If you start the track and the track closes, you need to talk to the hut warden.
They will contact us to organise where to proceed from this point.

If you are turned back, we need to check where your car is and get it back to you.

It is best if you have the following information ready:
a) name booked with Trackhopper
b) start date
c) direction hiking
d) what is your plan from here (turn back or stay at the hut an extra night).
e) car licence plate number

I am sure you won’t remember, but I need to say a big thank you to you. 

When we stopped at your place in Glenorchy you shared with us the importance of going down hill with your toes first to reduce compression forces .  My husband was having trouble with his knee/leg with our first hikes and was feeling very apprehensive about how he was going to manage.  He used your advice and we have put on many a painless mile, starting first with Routeburn   

A very big THANK YOU for your help and the value added.  And thank you as well for moving our vehicle; you provide an awesome service.

Sincerely Cindi Pederson

I just wanted to relay our thanks for the service you provided us when in NZ.

When you leave your vehicle and tramp across the country for two days you are naturally nervy as to whether your vehicle will be there at the end. Of course, we needn't have worried.

Superb service, clear instructions and more importantly it allowed us to thoroughly enjoy the fabulous Routeburn!!

Thanks again for the rocking service!

Stuart and family

Thanks for yesterday and the great service.

Really cool hike with amazing views all along the way - and then we arrived on the other side to find our car waiting for us! Also great that we avoided the long drive from Queenstown as our visit today is the Milford Sound.

We have already recommended your services to several people we have met along the way, do you have a Facebook page so we can post something a ca lot of people including locals weren’t aware of this option 🙂

Thanks again allowed us to make the routeburn in a day (otherwise would have been a pass for us due to time) and we would have missed out on the best trek we have ever done!

Matt & Nico

I just wanted to say thank you for your wonderful service! It was very easy and I was so happy when I walked out of a rainy hike and my warm, dry car was sitting there waiting for me!

Also, thank you to your dad for coming out and checking on me.

Casey

Due to closure of the Routeburn Track we had to postpone our hike twice and in the end do it within a day - no problem for Mike and Kiyomi.

They were extremely kind and flexible and even gave us great hiking recommendations for the time we had until the track opened again. Thank you!!!

Nina

Thanks for all your excellent info and service of moving our car for us between the Rees trail head to Chinamans Flat. Everything went well and we feel very lucky to have had a great window of weather. It was a challenging walk but we had a great time on the Rees-Dart. We will highly recommended you to future trampers.

JennyAnn and Guy

Just wanted to drop you a line to say thank you for another great transfer.

As with last time, everything worked as described. Really appreciate it. It was lovely to get back to dry clothes and into the warm out of the rain after the track and not have to wait hours of a bus.

You have a lovely corner of the world here. Very jealous.

Vincent

Thanks very much for moving my car, everything worked perfectly.

The hike was great, although quite strenuous, but that’s what I wanted. You were right about the Earland Falls, they were just tremendous! And also the view right after the Harry’s Saddle shelter. A life’s experience.

Thank you very much again for making this journey possible for me.

Best regards, Dmitry 21 Apr 2019

Mike,
It was such a pleasure to meet you and thank you so much for making our journey so easy! We probably had the best weather one could hope for. Clear skies and a perfect temperature. We got to Mackenzie hut in 8 hours before dusk and had a wonderful trip out yesterday.

I just dropped your key lock at the Caltex here in Te Anau. Thanks again for your superior service.

Cheers, Paul 19 Apr 2019

Just wanted to THANK YOU! We had a great Tramp with beautiful weather (luckily we got out before all this rain). It was so nice to have the car waiting for us.

We also appreciate that you provided all the information about Pass Creek and that you were able to accommodate the change which meant some extra driving for you.

After getting the email from DOC which discouraged Pass Creek, it was a relief to know we didn't have to change our plans. We meet many people at the huts who had changed their plans based on the DOC's warnings. Without your advice, we might not have made the right decision.

Thanks for making our tramp go so smoothly.

Kathy 10 Apr 2019

Thanks again for the timely and valuable info you gave us on the Pass Creek. It made the decision to continue when we were about to give up on the tramp. We had a brilliant time and loved it thoroughly!! Pass Creek only took us 1.5 hours to get out.

Cheers - 10 Apr 2019

Just wanted to say thanks for the great service.
Im sorting emails as our flight is delayed, a good opportunity to say thank you for such a positive service experience under difficult conditions. Even though the emergency weather event stopped us doing the Routeburn track this time we had a great time day walking in NZ and were so impressed by your service response all round, thanks.

Best regards, Jacqui 6 Apr 2019

Hey guys,
I just want to send you both a huge THANK YOU for a hasslefree professional TrackHopper experience. You've both been friendly, helpful and knowledgeable throughout our dealings, and working in retail, I know how hard service can be to get right but man, you guys are killing it on every level.

If I ever need a car transfer in this area again, I won't be using anyone else!

3 Apr 2019

I wish to thank you and Kyomi for the magnificent service you provided recently in taking the car of my friends and I from the Routeburn Shelter around to the Divide. We found everything to be as you said it would be, locating your house and thence the lockbox, applying the lockbox with the car keys etc to our vehicle, and then finding our car with the attached lockbox several days later at the Divide. My friends and I are unanimous in that we will have no hesitation in recommending your service to any others that we become aware of as intending trampers of the Routeburn Track. Once again, our grateful thanks to you both.

Cheers from Darcy 9/May 2019

Thank you very much for your understanding and flexible cancellation policy.

We'll be sure to recommend you to anyone we know doing the Routeburn! Since booking we've had friends say how amazing you were when they used your service.

Thanks again. Cheers,
Hilary, 18 Mar 2019

Thanks very much for relocating our car recently while we walked the Routeburn.

Your systems are streamlined and efficient; communication prompt and helpful; and interactions friendly and pleasant.

We would definitely recommend your business to others.

Thank you
Kind regards,
Judy 5 Mar 2019