Terms & Conditions
The following terms and conditions apply to direct bookings made with Raro Tours. By placing a booking with Raro Tours online, by phone or via email, you confirm that you have read, understand and accept these terms and conditions. From time to time we may alter these terms and conditions without notice and post the new version on the Raro Tours website. Your continued access to this website and use of Raro Tours services will constitute acceptance of the amended terms and conditions. These terms and conditions and carriage of passengers are governed by the laws of the Cook Islands.
All prices are quoted and paid in New Zealand Dollars (NZD) and are for passengers being ready to travel at the booked time. Prices are per person, one way unless otherwise stated in the Raro Tours tariff notice. To qualify for the children's fare discount, children 12 years and under must travel with a full paying adult, maximum 2 children per adult. The child fare discount is based on the standard adult rate. All prices are subject to change without notice.
We take great care with all our bookings to ensure accuracy is maintained. Some of the bookings may be used for training and development purposes. In agreeing to these terms and conditions you accept that Raro Tours will not be held responsible for any losses, expenses or claims arising from errors made by you when making your booking or for inaccurate or incomplete information provided to Raro Tours by a third party on your behalf. Raro Tours will not be responsible for any losses you may suffer (including for example missed flights) due to your failure to allow sufficient time for your journey to the airport.
We will send e-mail confirmations to all of our passengers, provided they have included a valid e-mail address with their booking. If you do not receive a booking confirmation email from us within 48 hours you must let us know as failure to do so may lead to missed emails about your booking which we cannot be held responsible for. It is your responsibility at all times to ensure that your email address remains active. If your email address changes, you must advise us immediately and similarly let us know if you do not receive our acknowledgment of your email address change within 48 hours.
Whilst we make every effort to provide child seats on request, we cannot guarantee suitability for your child, or availability for your journey. Usage of child seats is entirely at the passenger's discretion, and we cannot be held responsible or liable for any misuse or non- usage.
Payments & Deposits
Payments can be made by cash or credit/debit card except Amex (this means we will take your credit/debit card details to secure the booking). Any online credit/debit card bookings will be subject to verification and passengers may be asked to provide a valid ID with their credit/ debit card. If a booking is made within 30 days of the transfer or tour full payment is due upon confirmation of booking. If a booking is more than $200 a 25% deposit is required upon confirmation of booking with the balance payable 30 days prior to the transfer or tour (if booked within 30 days of travel full payment is due upon confirmation of booking).
Airport Transfer Bookings
It is your responsibility to ensure that you book your airport transfer in sufficient time for Raro Tours to carry you and your baggage to/from the airport. Due to airport security and airline check in procedures, passenger pick up times for international and domestic flight departures are as follows:
Zone A: from Rarotonga Backpackers Arorangi to Super Brown Tupapa - anti-clockwise
International: Coach 2½ hours prior to scheduled flight departure.
VIP car 2 hours prior to scheduled flight departure.
Domestic: Coach 1½ hours prior to scheduled flight departure.
VIP car 1hr 10min prior to scheduled flight departure.
Zone B: from Moana Sunset Arorangi to Super Brown Tupapa - clockwise
International: Coach 2 hours prior to schedule flight departure.
VIP car 1 hr 45 min prior to scheduled flight departure.
Domestic: Coach 1 hour prior to scheduled flight departure.
VIP car 50 min prior to scheduled flight departure.
Airline schedules are subject to change
Oversized or excess baggage (golf clubs, bikes, large instruments, etc.) are subject to additional charges and must be booked in advance with Raro Tours. This is to ensure that the vehicle provided can accommodate passengers and their baggage. Passenger(s) will be liable for all expenses incurred should additional vehicles be required to transport their undeclared excess or oversized baggage.
Because your plans may change, Raro Tours guarantees a full refund on all cancellations of direct bookings received prior to pick-up with advance notice as per the policy below. Please contact Raro Tours as soon as possible for cancellations on confirmed bookings so that we can issue your refund.
Changes, Cancellations & Delays
Changes to your booking or cancellation requests must be received by phone call from you or by email (from the email address we have on your booking) at least 48 hours before a tour or at any time prior to 24 hours of a transfer to receive 100% refund.
- Cancellations received prior to 48 hours before a tour - 100% Refund
- Cancellations received within 48 - 25 hours before a tour - 50% Refund
- Cancellations received prior to 24 hours before a transfer - 100% Refund
- Cancellations received within 24 hours before a tour or transfer - No Refund
Your booking is not considered cancelled until Raro Tours confirms your cancellation. The time of cancellation is considered to be the time Raro Tours receives your cancellation request.
NOTE: Raro Tours Island Discovery Tour requires a minimum of 4 booked passengers to operate the tour. If minimum numbers are not met we reserve the right to cancel the tour in which case clients who have made a booking on the cancelled tour may re-book on another day or receive a full refund.
If your outbound flight is delayed you must contact us immediately. We will make all reasonable endeavours to accommodate your request for a later airport pick-up.
A No Show is when a passenger has a confirmed booking with us and fails to meet our driver at the pre-arranged pick up time and location (hotel, airport, home or other private address). No refund will be made in the case of No Shows.
We reserve the right to terminate the transfer or tour if you or your party's behaviour or conduct is disruptive towards the driver or other passengers. We will not accept any liability for any extra costs incurred by you or your party.
Passengers are forbidden to consume alcoholic drinks or smoke on any Raro Tours vehicle.
Any costs incurred due to damages caused by you or your party to any Raro Tours vehicle must be paid by your or your party at your destination. We will not be liable for these costs.
Raro Tours will not be responsible for delays, changes or cancellation of service due to force majeure, or to other circumstances that are unforeseeable or beyond our control, such as extreme weather conditions, abnormally heavy traffic, accidents suffered by third parties on the route, unforeseen road construction or road closures, police checkpoints, natural disasters, fire, airline failure, closure or disruption to airspace or airport.During holidays and peak travel days, please be aware that availability may be limited for last minute changes.
We encourage passengers to plan accordingly and/or purchase travel insurance to cover missed flights and resulting expenses.