Heartwood Hollow

3.1 Your 10% deposit (or 10% of the value of your stay if you have paid in full) is non-refundable, however it can be transferred to another booking made within 12 months of the date of confirmation of your original booking, if you cancel your stay more than 21 Days prior to your check-in time.

3.2 Cancellation or date changes by you that are between 3 and 21 Days prior to your check-in time will result in 50% of the total cost of your stay being charged. Cancellation or date changes made 3 Days (72 hours) or less prior to your check-in time will result in 100% of the total cost of your stay being charged. 

3.3 Date changes made more than 21 Days prior to your check-in time are allowed without forfeit of any amounts paid.

3.4 Force Majeure

You are entitled to a full refund if you need to cancel for the following reasons:

• Road closure. If at 1pm on the day before your arrival, a road on your route to your accommodation is designated by Waka Kotahi as closed or for essential travel only, and there is no detour, or the detour adds more than two hours to your travel according to the Waka Kotahi Journey Planner.

• Metservice RED Weather Warning. If at 1pm on the day before your arrival, the Metservice has issued a RED warning/forecast in either your home region or the region of your accommodation, for either the day of your arrival or departure.

• Natural disasters in New Zealand. Natural disasters such as cyclones, earthquakes, volcanic eruptions, tsunamis, and other severe and abnormal natural events causing large scale disruption of essential services and/or transport, specifically impacting your travel to or from your accommodation.

4.1 Exceptional or unforeseen circumstance

Hosts reserve the right to cancel a booking at any time in the event of exceptional or unforeseen circumstances. This right will only be exercised in good faith and in exceptional circumstances such as: 

(a) Any alteration to the property or its surroundings which may pose a safety risk for the guest. 

(b) Unexpected damage or destruction at the property. 

(c) A death in the Host family.

(d) Our relationship with the Host ends for any other reason.

In the unlikely event a Host cancels under this clause, the guest may elect to receive a full refund or to credit the booking to another available date or Escape. The Host’s liability will be limited to the refund of amounts paid for any part of your stay that is cancelled.

4.2 Cancellation for breach

Hosts may terminate a booking at any time if they, or we, reasonably believe that there is, or has been, a breach of these Booking Conditions by you or any guest or visitor. Where a Host cancels under this clause, all amounts paid are forfeited and, where such termination occurs during the rental period, you and all guests and visitors must immediately leave the property.

5.1 Accommodation is often situated on working farms and there are hazards both natural and man-made. You accept that you, and any guests or visitors, enter the property at your own risk.

5.2 Participation by you and any guests or visitors in activities, such as, outdoor baths, climbing trees, walking on the property and any other activity on the property, is done so at your and their own risk.

5.3 To the extent permitted by law, neither we nor the Host accept any liability for accident, loss of property or personal injury during your stay.

No pets are allowed unless otherwise specified on the Website listing. Most accommodation is situated on working farms and therefore are not suitable for visiting pets.

GST of 15% (where the accommodation is GST-registered) is included in the daily per night cost. A tax receipt will be supplied by Canopy Camping Escapes if requested.

8.1 Guests have a licence to occupy the Property for the paid holiday period only. You are responsible for ensuring that you and they arrive no earlier than the check-in date, and leave no later than the check-out time, specified on the Website.

8.2 You are required to, and must ensure that all guests and any approved day visitors, observe the rules and procedures in relation to the property:

• Specified on the Website.
• Contained in the information folder provided at the property.

8.3 You must, and must ensure that all guests and any approved visitors, take all reasonable and proper care of the property and its furniture, fittings and effects and leave them in the same state of repair, condition, cleanliness and tidiness as at the commencement of the rental period. Where the property has not been left in the same state of repair, condition, cleanliness and tidiness as at the commencement of the rental period, you will be required to pay an additional cleaning cost of $100 which may be charged to the credit or debit card used at the time of booking.

8.4 You are required to inform Canopy Camping Escapes of any damage or breakage occurring during the rental period in or around the property promptly so that it can be repaired and replaced for the next booking. You must reimburse the Host for the reasonable costs of replacement or repair of any damage caused by you or any guests or visitors and such costs may be charged to the credit or debit card (VISA/Mastercard) used at the time of booking.

8.5 You must ensure that any access information in relation to a property (including any access codes, location of keys, etc) is kept confidential and not disclosed to any person.

8.6 Smoking is not permitted anywhere on the properties.

8.7 The Host may access the property during the rental period to the extent reasonably necessary to undertake repairs or replacement or where we or the Host have reason to believe these Booking Terms are not being complied with.

8.8 The number of guests staying at the Escape overnight must be the same as the number of guests included in the booking. Any day visitors must be approved by the Host prior to your stay. No overnight visitors are permitted. 

8.9 You and all guests and any approved day visitors must behave in a proper, appropriate and legal manner with due respect to the Host, the Property, other guests and neighbouring properties and neighbours, and Canopy Camping Escapes’ staff and representatives. 

If you encounter any issues or problems during your stay, you must first contact the Host to try to resolve the issue. The Host should be given the opportunity to address and fix the problem before any further steps are taken.

If you decide to leave the accommodation early due to an issue without first contacting the Host to resolve it, you will not be entitled to compensation. Essentially, if you don’t give the Host a chance to fix the problem, you cannot expect financial reimbursement for leaving early.

If you have a complaint that you'd like to alert Canopy Camping Escapes about after your stay, please contact us promptly at [email protected] with details of the complaint. As an agent, we will be the initial contact between you and the Host but may need to put you in direct contact to resolve any issues.

To the extent permitted by law, as agent for the Hosts, we have no liability, to you or any other person, in contract, tort (including negligence) or otherwise:

• for the acts or omissions of the Hosts; or
• under or in relation to these Booking Conditions or your stay, 

Your rights are against the Host, not Canopy Camping Escapes. 

If, for any reason, Canopy Camping Escapes has any liability to you under or in relation to these Booking Terms or your stay, to the extent permitted by law, our liability is limited to the 20% of the amount paid by you in relation to the relevant booking. 

Any liability the Host has to you under or in relation to these Booking Conditions or your stay is, to the extent permitted by law, limited to refund of amounts paid by you for the relevant booking and shall not extend to any other costs or loss incurred by you or any guest or other person.

Gift vouchers expire if not redeemed within 2 years of purchase.  If a booking paid for using a gift voucher is cancelled, any refund will be by way of a gift voucher with the same expiry date as the original gift voucher. Gift vouchers are not refundable or redeemable for cash and cannot be transferred or on-sold.

These Booking Conditions are governed by New Zealand law and the New Zealand courts have exclusive jurisdiction.

We may amend these Booking Conditions at any time. Any changes shall apply to bookings made from the date of such changes. You are responsible for familiarising yourself with these Booking Conditions each time you make a booking.

As the person who completes the Booking Form, you certify that all information provided is true, accurate and correct and that you: are authorised to agree to the Booking Conditions on behalf of all persons included in the Booking Form, including those substituted or added at a later date; are over eighteen years of age; agree to take responsibility for the party occupying the Property and shall ensure that they (and any approved visitors) comply with these Booking Conditions; and will notify us if you are not present at the property for the rental period.