Hire Refund Policy

1. Overview

We understand that plans can change. This policy sets out the circumstances in which refunds are available for hire bookings and the process for requesting them. All refund requests are assessed in accordance with this policy.

By confirming a booking, you acknowledge and agree to this Refund Policy in full.

2. Cancellations more than 20 days before hire start

If you cancel a confirmed booking more than 20 days before the scheduled hire start date, you will receive a full refund of all payments made, less a non-refundable administration and processing fee of $50 NZD.

Refunds will be processed to the original payment method within 5–10 business days of the cancellation being confirmed.

4. Exceptional circumstances

SOEL Outdoors may, at its sole discretion, consider a partial or full refund where a cancellation arises from genuine and verifiable exceptional circumstances that make the hire impossible or unsafe. Circumstances that may be considered include:

• Serious illness, hospitalisation, or death of the hirer or an immediate family member, supported by appropriate documentation
• A declared natural disaster or emergency that directly prevents travel to or from the hire location
• Government-imposed travel restrictions that were not in effect at the time of booking

Personal changes of plan, financial circumstances, employment changes, or matters within the hirer's control do not constitute exceptional circumstances. Any decision made under this section is final and at the absolute discretion of SOEL Outdoors.

5. Cancellation by SOEL Outdoors

In the rare event that SOEL Outdoors is unable to fulfil a confirmed booking due to circumstances within our control — such as a vehicle becoming unavailable through mechanical failure or accident — we will offer a full refund of all payments made or, where possible, arrange an alternative vehicle of equal or greater specification.

6. How to request a refund or cancellation

To cancel a booking or request a refund, please contact us as soon as possible:

• Use the contact form on our website
• Email us at the address provided on your booking confirmation
• Reference your booking code in all correspondence

Cancellations are effective from the date we receive your written request. Verbal cancellations are not accepted. We will confirm receipt and advise the applicable refund outcome in accordance with this policy.

7. Payment processing

All refunds are processed via our payment provider, Stripe. SOEL Outdoors does not store payment card details. Refund processing times are subject to your bank or card issuer and typically take 5–10 business days from the date of approval.

8. Consumer rights

Nothing in this Refund Policy limits or excludes any rights you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand consumer protection legislation. Where those rights apply, they prevail to the extent of any inconsistency with this policy.

9. Contact

If you have questions about this Refund Policy or wish to request a cancellation, please contact us via the website contact form or at the email address provided on your booking confirmation. Please include your booking reference in all correspondence.