On Track Health 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).
To participate in a hike all clients must return the health and risk disclaimer form prior to the trip.
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
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 2 weeks before the trip, you will be given a full refund.
- Between 14 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 On Track Health has to cancel due to an 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.
If the client needs to cancel due to having COVID-19 symptoms, or from being a confirmed or probable COVID-19 case, or having to isolate as they are a close contact of someone with COVID-19, the client can re-book for a later date.
Complaints Policy and Procedure:
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.
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 email@example.com
- 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 - March 2021