Booking Terms and Conditions
Please read the following Terms and Conditions carefully. You must not make any booking unless you understand and agree with the following Terms and Conditions. References to ‘us’, ‘we’, ‘our’ and/or Infinity Holidays in these Terms and Conditions shall mean FCNZ (Company No. 349518), trading as Infinity Holidays. References to “you” and “your” shall mean the customer. References to “travel advisor” refers to third-party agents or agencies that partner with us to sell travel products and services to you, the customer.
We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments) and that person will bind all such travellers to these Terms and Conditions.
BOOKING ARRANGEMENTS: To make a booking contact your travel advisor who will request a reservation for you. All reservations are subject to availability at the time of booking. Any verbal quote given is an estimate only and can only be confirmed when the reservation is confirmed and the deposit is received. All communications from us will be sent to your travel advisor. Please note that all official communications regarding your booking, including confirmations, changes, or additional information, will be directed through your travel advisor. Your travel advisor will, on receipt of any holiday monies, hold such monies for each and every person named in the booking until that booking is confirmed, at which time those monies shall be promptly remitted by your travel advisor, via Infinity Holidays, to the supplier.
AMENDMENTS: An amendment is a change to an existing booking with the same inclusions. Any supplier or airline amendment fees will be charged. A transfer to another package may be treated as a cancellation and operator cancellation fees may apply. If the new package is of greater value and no operator fees apply, there will be no amendment/reissue fee.
NOT INCLUDED IN THE PRICE OF THE HOLIDAY: All passengers are responsible for the cost of their own travel arrangements to and from their departure point. The cost of anything not specifically noted as being included in the holiday package is at the passenger’s expense.
PRODUCT DESCRIPTIONS: Product descriptions are based on current international hotel guides and information provided by hotels and suppliers. Any facilities shown as included are subject to change at any time. Tours may not operate on certain dates, and durations and departure times are approximate only. The standard of accommodation and other services is based on various factors, which are generally accepted as indicative of a certain class. However, Infinity Holidays does not guarantee the standard, class or fitness for purpose of that accommodation or service.
BAGGAGE: Suppliers publish baggage allowances applicable for their own services. We recommend you check your baggage allowance, and baggage safety notices prior to departure.
PRE-DEPARTURE CONTACT: Please ensure you provide your travel advisor with a telephone number or address where you can be reached within 24 hours prior to your departure from New Zealand.
MAPS & PHOTOGRAPHS: Maps are shown for general information and are an indication only; they may not necessarily reflect actual routings, hotel and attraction locations, or services provided. Photographs show places in the geographic areas but are not necessarily included in the holiday. Hotel room photographs are representative only, and the actual rooms occupied may vary in decor and inclusions from those shown. Many images are supplied courtesy of tourist bureaus, hotels and tour operators.
SCHEDULE CHANGES: We recommend that you contact the travel service provider to confirm your scheduled departure time 24 hours prior to your departure.
PASSPORTS & VISAS: All travellers must have a valid passport for international travel and many countries require at least six months’ validity from the date of return, and some countries require a machine-readable passport. It is important to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). If you need information regarding visa and other travel document requirements for your trip, please ask your travel advisor.
TRAVEL DOCUMENTS: Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions, including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. All travel documents are non-transferable. All airline tickets must be issued in the name of the passport/photo identity holder; some carriers will deny carriage if the name varies and the booking may be cancelled. Please review your travel documentation carefully and advise your travel advisor immediately of any errors in names, dates or timings. It is your responsibility to collect all travel documents prior to travel.
TRAVEL INSURANCE: We strongly recommend that you take-out appropriate comprehensive travel insurance to cover your travel arrangements. Your insurance protection should include cover for cancellation; medical and repatriation expenses; personal injury and accident; death; loss of personal baggage and money; and personal liability insurance. Evidence of such insurances should be produced to Infinity Holidays on request. Travel insurance is strongly recommended by the Ministry of Foreign Affairs and Trade for all overseas travel. Your travel advisor can provide information to you about travel insurance.
TRAVEL ADVICE: Infinity Holidays makes no representations as to the safety, conditions or other issues that may exist at any destination. We recommend that you contact the Ministry of Foreign Affairs and Trade (MFAT) or visit their website at https://www.safetravel.govt.nz/ for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with MFAT, so that you may be more easily contacted in an emergency.
HEALTH: You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from MFAT (see https://www.safetravel.govt.nz/).
COVID-19 TRAVEL ADVISORY NOTICE: Government, airline and travel service provider COVID-19 travel requirements are subject to change without notice.
Before booking, regularly after booking, and immediately before you travel, ensure you check the latest New Zealand Government travel requirements and our advice outlined below. New Zealand and all other countries may implement measures which continuously change, including additional health and safety protocols in response to COVID-19 and new variants which may impact your travel.
We recommend that you contact the Ministry of Foreign Affairs and Trade (MFAT) or visit their website at https://www.safetravel.govt.nz/ for general travel advice, as well as specific advice (including safety alert levels) relating to the destination/s you wish to visit or transit through. You can also register your travel plans with MFAT, so that you may be more easily contacted in an emergency.
You acknowledge that in choosing to travel at a time where you may be exposed to COVID-19. It is your own responsibility to acquaint yourself with all relevant travel information, including applicable health risks. You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks.
We recommend consulting your travel advisor for up-to-date advice.
PRICES: Pricing for the travel products and services offered is determined by the respective travel advisors and specific terms of the suppliers. We advise you to consult with your travel advisor for the most current and accurate pricing information related to your travel plans. Prices may be subject to change due to factors such as availability, seasonality, and special offers. Your travel advisor will provide you with detailed pricing information, including any applicable taxes, fees, and surcharges, at the time of booking.
FINANCIAL ARRANGEMENTS: We receive remuneration through commissions, financial incentives, fees or payments, rebates, other means including transaction processing fees, merchant service fees or other payments or credits of a similar nature and other means (together, “financial arrangements”) from third party travel service providers, card issuers, credit providers, payment service providers and/or other suppliers/partners for booking travel and travel-related products and/or services on your behalf. We are entitled to retain, and we are not required to account to you, for any such fees, payments or credits we may receive. We are not required by law to disclose the nature or value of these financial arrangements.
DEPOSITS & FINAL PAYMENTS (Not applicable to online bookings, which must be paid in full at the time of booking): You may be required to pay a deposit or deposits when booking. Your travel advisor will advise you of how much that will be. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Consumer Guarantees Act) or if the travel service provider’s terms and conditions provide that your deposit is non-refundable. You should consult your travel advisor regarding the specifics of deposit and final payment requirements for your travel arrangements. The travel advisor is responsible for informing you about payment schedules and any terms or conditions set by the service providers.
CHANGE & CANCELLATION FEES: Subject to your refund and remedy rights under the Consumer Guarantees Act, any change and cancellation fees that will apply to your booking are set out in your quote, tax invoice and/or itinerary (as applicable) and as set out in the sections below:
Payment of change or cancellation fees via credit card may attract the applicable credit card surcharges or fees.
All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, for change of mind or cancellation, you will only be provided with the remedy as provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
SUPPLIER/TRAVEL SERVICE PROVIDER INSOLVENCY: To the extent permitted by law, neither we nor any of our related bodies corporate, directors, employees or agents, accept any liability for any consequences arising from the insolvency of a third-party provider. This includes any losses, delays, or inconveniences experienced by travelers or travel advisors due to the insolvency of airlines, tour operators, cruise lines, accommodation providers, or other service entities. You should address any issues related to supplier insolvency with your respective travel advisor, who is responsible for assisting with alternative arrangements or solutions. For the avoidance of doubt, in the event of a third party provider being unable to provide you with the product or service you have booked due to that third party provider becoming insolvent or being placed under external administration, subject to your refund and remedy rights under the Consumer Guarantees Act, we have no obligation to reimburse you for the cost of your booking, or for any loss or damage you may otherwise suffer as a result of any such insolvency or external administration.
TRAVEL SERVICE PROVIDER CHANGE & CANCELLATION FEES: Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Your travel advisor will inform you about any such potential fees and the conditions under which they apply. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will facilitate the refund process through your travel advisor. We will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the travel service provider processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider’s change or cancellation policy. Your travel advisor will be your point of contact throughout this process and will keep you informed of the progress of any refund request.
CHANGE OR CANCELLATION BY YOU: If you change any aspect of your booking, all changes will be subject to any applicable travel service provider fees and any change fees set out in your quote, tax invoice and/or itinerary (as applicable), and you may be responsible for any increase in pricing that may occur as a result of your change request.
If you cancel any aspect of your booking, your deposit may be forfeited, and you will be required to pay any applicable travel service provider fees and any cancellation fees set out in your quote, tax invoice and/or itinerary (as applicable), and you will be provided with a refund for the remaining funds (if any). Alternatively, you may be offered a travel credit for the full amount paid by you without applying any applicable travel service provider fees or the applicable cancellation fees. If your deposit or booking is refundable, this is subject to receiving the funds from the travel service provider and/or being authorised by the travel service provider to refund your deposit or booking funds.
For instant-purchase or non-refundable bookings, if you cancel any aspect of your booking, you will not be entitled to a refund, travel credit or other remedy from the travel service provider and/or us.
CHANGE OR CANCELLATION BY A TRAVEL SERVICE PROVIDER: The following terms apply to a cancellation by a travel service provider, except in the event of unavoidable or extraordinary circumstances (set out below).
To the extent permitted by applicable law, if your booking is cancelled by a travel service provider, the travel service provider will generally offer you in the first instance alternative travel arrangements of comparable standard if available (and will refund any price difference if the alternative is of a lower value), or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s change or cancellation policy, the travel service provider may offer you a refund of all money paid by you in respect of the booking, from which the travel service provider and/or we will deduct any unrecoverable costs, and any applicable travel service provider fees and our applicable cancellation fees.
“Unrecoverable costs” means all reasonable, direct and indirect costs the travel service provider and/or we have incurred in relation to your booking, and includes amounts paid by us to other relevant travel service providers who are responsible for components of your booking and which may be non-refundable. For example, costs paid to overseas in-destination tour or transfer operators.
For instant purchase or non-refundable bookings, if your booking is cancelled by a travel service provider, subject to the travel service provider’s change or cancellation policy, you may not be entitled to a refund, travel credit or other remedy from the travel service provider and/or us.
UNAVOIDABLE OR EXTRAORDINARY CIRCUMSTANCES: In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking as set out below. In these Terms and Conditions “unavoidable or extraordinary circumstances” means any cause outside a travel service provider’s reasonable control which could not have been prevented or avoided even if all reasonable measures had been taken by the travel service provider (including, but not limited to, war, threat of war, riot, civil disturbances, industrial dispute, terrorist activity and its consequences, plague, epidemic, pandemic, infectious disease outbreak or any other public health crisis (including quarantine or other employee restrictions), natural or other disaster (such as volcanic ash or hurricanes or similar events), nuclear incident, fire or bushfires, adverse weather conditions (actual or threatened, including snow and fog), closed or congested airports or ports or other modes of transport, unavoidable technical problems with transport, unforeseen alterations to transport schedules, transportation disruptions or cancellations, domestic and/or international travel restrictions, changes to travel advisories and restrictions, changes to health advisories and quarantines, changes to immigration, labour and free-movement laws resulting from BREXIT, rescheduling of aircraft or boats or other modes of transport, changes to applicable laws and/or other government mandates (including evacuation orders and border closures), and similar events). A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than 12 hours).
CANCELLATION DUE TO UNAVOIDABLE OR EXTRAORDINARY CIRCUMSTANCES: If your booking is cancelled by the travel provider/s due to unavoidable or extraordinary circumstances, either the travel service provider will offer you a travel credit or the travel advisor may, subject to any applicable hardship policy, offer you a travel credit for the full amount paid by you.
TAXES: Certain taxes are mandatory in various countries. There may also be an additional local tax charged at some airports. All taxes are subject to change without notice.
SERVICE GUARANTEES: Our booking and advisory services come with guarantees under the Consumer Guarantees Act that:
- they will be provided with due care and skill;
- they will be reasonably fit for the specified purpose;
- they can reasonably be expected to achieve the desired result; and
- they will be provided within a reasonable time.
If we fail to meet any of these guarantees, you have rights under the Consumer Guarantees Act.
AGENCY: We act as an agent for and sell various travel-related products as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as all of our wholesalers. Our role is to facilitate the provision of these travel services to you through our network of authorized travel advisors. These travel advisors are independent entities that assist you in selecting and booking the travel services that best suit your needs. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made by your travel advisor on your behalf, and are subject to the terms and conditions, including provisions regarding cancellations, refunds, changes to bookings, conditions of carriage and limitations of liability, imposed by these service providers. Your travel advisor can provide you with copies of the relevant service provider terms and conditions on request. We recommend that you carefully review these terms with your travel advisor before finalizing your travel plans. The travel service provider’s terms and conditions may include terms and/or fees relating to booking cancellations or changes for reasons outside the travel service provider’s control, conditions relating to cancellations or changes on your part which may incur cancellation or change fees, the exclusion or limitation of liability of the travel service provider, and the provision of data about you or provided by you to a third party. Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem arises as a result of our gross negligence, fraud, criminal conduct or wilful misconduct, are not against us. Specifically, if for any reason (excluding gross negligence, fraud, criminal conduct or wilful misconduct on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us. Although we will use due care and skill in performing our services, we will not always be able to verify if, and cannot guarantee that, all information provided by the travel service provider (including the travel service provider’s brochure and terms and conditions) is accurate, complete and correct. Subject to any rights and/or remedies you may have under the Consumer Guarantees Act, we cannot be held responsible or liable for any errors, omissions, interruptions (for example, aircraft substitutions, renovations occurring at hotels, swimming pool closures, accommodation inclusions or changes to inclusions, resort fees payable, breakdowns, repairs, upgrade or maintenance of systems), or inaccurate, misleading or untrue information or non-delivery of information by the travel service provider. If we become aware that the information provided by the travel service provider is incorrect or incomplete in any way, we reserve the right to correct any information (including, but not limited to, pricing information (except where pricing has been finalised)) and amend your booking (in consultation with you and/or your travel advisor) to ensure that it reflects the correct price or otherwise contains the correct and complete information.
LIABILITY: To the extent permitted by law, neither FCNZ nor any of its related bodies corporate, directors, employees or agents, accept any liability in contract, tort, or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third -party providers or by travel advisors over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail, and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers, and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Consumer Guarantees Act). This liability clause is subject to your rights under the Consumer Guarantees Act nothing in these Terms and Conditions is intended to limit any rights you may have under the Consumer Guarantees Act or the Fair Trading Act.
MONIES NOT HELD ON TRUST: All monies paid by you to us, if you pay us directly, will be the property of FCNZ and will be a debt due and payable to the relevant supplier (contingent on availing) once the services to which the money relates have been availed, or the relevant booking is cancelled (subject to cancellation fees). You agree and acknowledge that such monies will not be held by FCNZ on trust for or on behalf of you, and we may hold such monies in any account as we see fit, including with our own and/or other customer monies.
MODIFICATIONS OF THESE TERMS AND CONDITIONS: We reserve the right to modify any of these Terms and Conditions at any time without prior notice. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on the Infinity Holidays website, applications, or services, which are effective upon posting. The applicable terms that apply are those in effect at the time you make a booking.
GOVERNING LAW: If any dispute arises between you and us, the laws of New Zealand will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of New Zealand and waive any right that you may have to object to an action being brought in those courts.
For full terms & conditions please contact your travel advisor (if and where applicable).
These Terms and Conditions were last updated on 7 February 2024.