Cancellation, Changes
and Refund Policy

1. Cooling-Off Period

Eligible bookings may be cancelled within 7 days of booking, subject to the conditions stated in your booking confirmation. The 7-day cooling-off period does not apply to bookings made within 71 days of departure or tailor-made travel packages. Certain bookings may also be subject to supplier payment deadlines, ticketing conditions and non-refundable commitments once confirmed. Nothing in this section excludes or limits any cancellation or refund rights available under applicable consumer law.

2. Cancellation by the Traveller

If you wish to cancel all or part of your booking, you must notify Goalie Tours Ltd in writing. Your cancellation will take effect when we receive your written notification. Unless different cancellation conditions have been specifically disclosed and agreed for your booking, the following standard cancellation charges apply, subject to applicable consumer law.

• 56 days or more before departure: Your deposit will be retained as a travel credit rather than refunded in cash.
• 31–55 days before departure: A cancellation fee of 30% of the total booking cost.
• 15–30 days before departure: A cancellation fee of 60% of the total booking cost.

• 14 days or fewer before departure: A cancellation fee of 100% of the total booking cost.

The cancellation fee is calculated against the total booking cost, unless different terms have been confirmed in writing. Where applicable supplier cancellation fees, non-refundable payments or other unavoidable costs exceed the standard cancellation charge, additional amounts may be payable only where permitted by the applicable booking terms and law. Any applicable charges will be explained to the traveller.

3. Third-Party Supplier Cancellation Policies

All bookings are also subject to the applicable cancellation, amendment and refund policies of the relevant travel suppliers, including airlines, hotels, resorts, tour operators, activity providers, safari operators, transport companies and other service providers. Cancellation fees, refund eligibility and amendment charges may vary depending on the supplier, the type of service booked and the time of cancellation. Certain services, including airline tickets, accommodation, safaris, activities and specially arranged travel packages, may be non-refundable once confirmed, ticketed or paid for. Where a supplier imposes cancellation fees, retains payments or does not provide a refund under its applicable terms, these costs may affect the amount refundable to the traveller, subject to the booking conditions and applicable consumer law. Where supplier-specific cancellation conditions differ from the standard cancellation schedule in this policy, the specific conditions disclosed and agreed in the booking confirmation will apply to the relevant service, subject to applicable law. Goalie Tours Ltd will communicate material supplier restrictions and known non-refundable costs before confirming the booking, where reasonably practicable.

4. Deposit Credits

Where a deposit credit is offered under this policy, the credit may be used towards a future booking with Goalie Tours Ltd, subject to the conditions communicated when the credit is issued. Unless otherwise agreed in writing, the credit cannot be applied to the same or similar travel dates as the original booking. Credits are subject to availability, applicable supplier conditions and any expiry date communicated when the credit is issued. A credit is not redeemable for cash unless required by law or agreed in writing.

5. Bookings Made Within 71 Days of Departure

For bookings made within 71 days of departure, Goalie Tours Ltd may offer a customised payment schedule depending on the booking, departure date and supplier payment deadlines. These bookings may require immediate payment of deposits or other amounts to secure flights, accommodation, activities and other travel arrangements. The applicable payment schedule, deposit requirements and cancellation conditions will be communicated before the booking is finalised. Due to the short period before departure, certain supplier payments may become non-refundable immediately after confirmation or ticket issuance. Travellers should review these conditions carefully before making payment.

6. Changes to Bookings

Requests to change travel dates, passenger details, flights, accommodation, activities or other arrangements must be submitted to Goalie Tours Ltd in writing. All changes are subject to availability, supplier approval and the applicable amendment conditions. Airline, hotel, activity and other supplier amendment fees may apply. Any additional costs resulting from the requested changes must be paid by the traveller where applicable. Some bookings, including airline tickets and tailor-made packages, may not be changeable or may incur substantial charges once confirmed. A request to change a booking may be treated as a cancellation and a new booking if required by the relevant supplier's conditions. Any applicable charges will be communicated to the traveller.

7. Refunds

Refund eligibility depends on the circumstances of the cancellation, the applicable booking conditions, supplier policies and any rights available under consumer law. A refund may be available where:

• Goalie Tours Ltd or a relevant supplier cancels a service and the applicable terms or law provide for a refund.
• A booked service cannot be provided and the traveller is legally entitled to a refund or other remedy.
• A supplier refunds a cancelled service and the amount is recoverable by Goalie Tours Ltd.
• The traveller cancels within an applicable refundable cancellation period.
• A significant change to the booked arrangements gives the traveller a right to cancel or receive a refund under the applicable terms or law.

• A refund or other remedy is otherwise required by applicable consumer law.

Where only part of a booking is refundable, the refund will normally be limited to the eligible portion after applicable and lawful cancellation charges. Where a refund depends on a third-party supplier returning funds to Goalie Tours Ltd, we will keep the traveller informed and process the applicable refund once the funds have been received, subject to any legal obligations that require an earlier remedy. Refunds will generally be made to the original payment method unless otherwise agreed or required by law.

8. When Refunds or Credits May Not Be Available

Subject to applicable consumer law and any specific terms of the booking, a refund or travel credit may not be available where:

• The traveller voluntarily cancels due to a change of mind or personal circumstances.
• The traveller fails to obtain or maintain the required passport, visa, entry permission or other travel documentation.
• The traveller is refused entry into a country because they do not meet the applicable entry requirements.
• The traveller fails to arrive on time for a flight, transfer, tour, activity or other booked service.
• The traveller chooses not to use a booked service.
• A flight, accommodation, tour or other service has been booked on a non-refundable or restricted fare or rate.
• The traveller requests a cancellation or change after the applicable supplier's cancellation or amendment deadline.
• The traveller fails to comply with applicable terms and conditions of an airline, hotel, resort, tour operator or other travel supplier.

• A supplier legitimately retains a payment under the cancellation conditions applicable to the booking.

Where a supplier offers a credit, rebooking or alternative arrangement instead of a refund, Goalie Tours Ltd may communicate that option to the traveller. A traveller's decision not to travel because of personal concerns, where the booked services are still operating and no legal or contractual right to cancel applies, will generally be treated as a voluntary cancellation. Nothing in this section excludes any refund, compensation, cancellation right or other remedy available under applicable consumer law.

9. No-Shows and Unused Services

If a traveller fails to join a tour, arrives after departure, misses a flight or transfer, or leaves a tour before completion, no refund will ordinarily be available for unused services where the applicable booking and supplier conditions permit this. If a traveller voluntarily leaves a tour after it has commenced, Goalie Tours Ltd is generally not obliged to refund the cost of unused accommodation, transport, activities or other services, subject to applicable consumer law. Any additional costs arising from missed departures, alternative transport or changes to travel arrangements will be the traveller's responsibility where applicable.

10. Cancellation or Changes by Goalie Tours Ltd

If Goalie Tours Ltd needs to cancel or significantly change a booked travel arrangement, we will inform the traveller as soon as reasonably practicable and explain the available options. Depending on the circumstances, these options may include alternative arrangements, rescheduling, a refund or another appropriate remedy. Where a third-party supplier cancels or changes a service, Goalie Tours Ltd will communicate the available options and assist the traveller in accordance with the booking conditions and applicable law. Nothing in this policy removes any rights the traveller may have where a service is not provided as agreed or where a refund, replacement service, compensation or other remedy is legally required.

11. Travel Insurance

Goalie Tours Ltd strongly recommends that all travellers obtain suitable travel insurance before departure. Travel insurance should ideally cover trip cancellation, medical expenses, travel disruption, lost or delayed baggage and other relevant risks. Travellers should review their insurance policy carefully to understand its coverage, exclusions and claim requirements. Travel insurance does not automatically guarantee a refund for every cancellation.

12. Consumer Protection

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable law, including the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 and the Australian Consumer Law, where applicable. Where applicable consumer law provides a traveller with a right to a refund, compensation, cancellation or another remedy, that right will take precedence over any inconsistent provision in this policy.

13. Contacting Goalie Tours Ltd

For cancellation requests, booking changes or refund enquiries, travellers must contact Goalie Tours Ltd in writing using the contact details provided in their booking confirmation. Please include your booking reference, traveller names, departure date and details of your request so that we can assess the applicable conditions and advise you of the next steps.