Terms & Conditions

1) Direct bookings & contract

• Hidden Springs accepts direct bookings only (no third-party agents).

• Your accommodation contract is between you and Hidden Springs Retreat for a short-stay holiday booking at our property (“the Property”).

• Your booking gives you a temporary licence to occupy the Property for holiday purposes. It is not a residential tenancy.
   

2) Booking confirmation
A booking is confirmed only when:

• you complete the booking process, and

• full payment (100%) is received, and

• we send you written confirmation (email/message).

Please review your confirmation promptly (dates, guest count, contact details). If something is incorrect, contact us as soon as possible.

3) Payment (100% upfront)

• Full payment is required at the time of booking.

• We do not offer deposits, instalments, or part-payments.

• Prices and inclusions are as shown at the time of booking.
   

4) Cancellation policy (guest cancellations)

All cancellations must be made in writing (email is fine). Cancellation cut-offs are measured from 3:00pm (check-in time) on your arrival day.

• More than 22 days before check-in: Full refund (minus any non-refundable payment processing fees, if applicable).

• 8 to 21 days before check-in: 50% of the total booking cost is refundable (minus any non-refundable payment processing fees, if applicable).

• 7 days or less before check-in: No refund.

• No-shows / early departure: No refund.

If Hidden Springs must cancel, you will receive a full refund..

5) Changes to bookings
If you want to change dates, contact us as soon as possible. Any change is subject to availability and our written approval. Unless we agree otherwise in writing, changes may be treated as a cancellation and a new booking (and the cancellation policy above may apply).

6) If we cancel / events outside our reasonable control

• If we cancel your booking for reasons within our control, we will provide a full refund.

• If an event outside anyone’s reasonable control makes the Property unsafe, uninhabitable, or inaccessible (for example: flood, fire, storm damage, major utility outage, or access restrictions), we may need to cancel or shorten your stay. In that situation, we will act reasonably and offer either:

  • alternative dates (by agreement), or

  • a refund for any nights we cannot provide.

We recommend you consider travel insurance to cover personal circumstances and travel disruption.
 
7) Acts of God / adverse weather / events outside reasonable control (Force Majeure)
In some situations, events outside anyone’s reasonable control may affect your booking. These may include (without limitation) acts of God, adverse weather (storms, flooding, heavy snow, slips), fire, earthquake, pandemic/epidemic impacts, government or council restrictions, road closures, or utility failures (power/water/internet outages) that are not caused by us (“Force Majeure Event”).

• If a Force Majeure Event makes the Property unsafe, uninhabitable, or inaccessible (including where authorities issue an evacuation order or access is closed), we may need to cancel or shorten your stay. In that case, we will act reasonably and offer either:

  • alternative dates (by agreement), or

  • a refund for any nights we cannot provide.

• If adverse weather affects your travel plans but the Property remains available and safe to occupy, the booking remains subject to the cancellation policy in section 4 (including the 7-day non-refundable period).

We recommend you consider travel insurance to cover personal circumstances and travel disruption.

8) Check-in / check-out

• Check-in: 3:00pm

• Check-out: 10:00am

Early check-in or late check-out may be available by prior arrangement, but cannot be guaranteed.

9) Maximum guests, visitors, and use of the Property

• Maximum occupancy: 2 guests total.

• Only the guests included in the booking may stay overnight.

• No parties, events, or gatherings.

• No additional visitors without our prior written approval.

• The Property must be used for quiet, private accommodation only, and guests must respect neighbours and the local environment.
   

10) No smoking / vaping
Smoking and vaping are not permitted anywhere on the Property.

11) Pets
No pets are permitted.
Service animals are welcome where required by law. Please let us know in advance so we can make appropriate arrangements. Where permitted by law, we may request reasonable evidence that the animal is a service animal.

12) Bond, damage, and additional cleaning (no bond)

• We do not charge a bond.

• However, you are responsible for any damage, loss, or excessive cleaning required due to you or your guests.

• If costs arise, we may request reimbursement and provide reasonable supporting information (e.g., photos, invoices/quotes). Payment is due within the timeframe we specify.
   

13) Serious breaches (ending a stay)
We may refuse entry, cancel the booking, or require you to leave (without refund) for serious breaches, including:

• exceeding the 2-guest maximum,

• holding a party/event or bringing unauthorised visitors,

• smoking/vaping on the Property,

• illegal, unsafe, or seriously disruptive behaviour,

• causing significant damage.
   

14) Complaints or issues during your stay
If something is not right, please contact us as soon as possible so we can try to resolve it promptly.

15) Liability and consumer rights (New Zealand)
Nothing in these Booking Terms limits any rights or remedies you may have under New Zealand law that cannot be excluded (including the Consumer Guarantees Act 1993, where applicable). You are responsible for your personal belongings and vehicles during your stay.

16) Contact
Email: hello@hiddensprings.co.nz

17) Governing law
These Booking Terms are governed by New Zealand law.
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