FAQ

Do you have a question?

You might find what you are looking for in our FAQ section below. Alternatively, please contact us direct via email: info@ontrackhealth.co.nz

  • Healthy snacks for the hike. A recovery snack, along with tea, coffee, or juice at the end of the hike. Nutrient composition of all snacks will be available.
  • Resources to take away: a summary of what we have covered over the course of the day.
  • Hiking poles for the day (optional use).

Once your booking is confirmed, we will send you a comprehensive list of essentials for the day to ensure your safety.

To ensure you get the most out of your day our day hikes are kept to a maximum of five ladies plus your guide for the day. 

We walk at a comfortable pace for all and take regular breaks to enjoy and appreciate the natural surroundings, discuss healthy eating habits, and physical fitness.

Our Terms & Conditions are available here:

https://www.ontrackhealth.co.nz/terms-conditions/

All prices are quoted in NZ dollars.
All guided hikes must be paid in full at the time of booking via internet bank transfer (NZ only).

On Track Health Cancellation Policy

Cancellation by the client

We hope you do not need to cancel your day hike with us, however if cancellation takes place the following will apply:

    • More than four weeks before the trip, you will be given a full refund
    • Between 7 days and 48 hours 50% will be deducted unless you re-book
    •  
    • Within 48 hours or if you “no show” no refund will be given.

Cancellation by On Track Health

We reserve the right to cancel or reschedule a walk for the following reasons

  • Adverse environmental conditions such as weather warning or watches in place
  • Guide illness
  • Insufficient uptake for the walk (less than 3)
  • Circumstances outside of our control

If we need to cancel, you will be advised by text or email by 8 pm the evening before your walk/hike and a full refund will be given or you can re-book for another date.

Cancellation due to COVID-19

If alert levels change so that the walk can no longer take place on the booked date, a full refund will be given, or you can re-book for a later date.

On Track Health Complaints Policy and Procedure

Policy

On Track Health aims to provide a quality service. If for any reason you are not happy with the service or experience you have received, please let us know. The owner of On Track Health will review and resolve complaints as quickly as possible. Mistakes will be acknowledged, and the necessary actions implemented. On Track Health is committed to learning and improving from these experiences.

Anyone making a complaint will be treated with fairness, respect, and courtesy at all times.

Procedure

If complaints are made in person on the day they occur, the owner will try to resolve your complaint there and then.  If further investigation is needed or if you wish to make a complaint at a later date about a service or experience you have received, please do so in writing and send to information@ontrackhealth.co.nz

Please provide

  • a short clear description of the reasons for the complaint,
  • any relevant supporting documentation and
  • the full names and details of the people involved.

Written complaints will be acknowledged and On Track Health will try to resolve the complaint within three working days of when it was received.

If further investigation is required, you will be advised of an expected resolution date.

Any information provided to On Track Health will be treated as confidential.

On Track Health holds a public liability insurance for general indemnity.

Yes, a DOC concession to guide on selected conforming tracks in the Bay of Plenty, Coromandel, and Waikato regions.

Yes, On Track Health is OutdoorsMark safety audit certified.

On Track Health has the right to refuse client participation in the guided hike if the participant arrives not suitably equipped for the walk or is acting in a way that endangers the safety of self or others. No refund will be given.

To participate in a hike all clients must return the health and risk disclaimer form prior to the hike.

For detail  of our privacy policy please read here: https://www.ontrackhealth.co.nz/privacy/

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