Stray's Terms and Conditions

Travelling with Stray should be an enjoyable and relaxed experience, and we’re here to make that happen. We know that from time to time things don’t always go exactly to plan, so our team is committed to supporting you, keeping you informed, and finding solutions wherever possible. The Terms & Conditions below set out clearly what you can expect from us and what we ask of you, so you can book and travel with confidence.

Standard Terms and Conditions

1. Prices

All prices are inclusive of tax.
New Zealand products are priced in NZD; Asia products are priced in USD.
Prices shown on our website may be rounded, and the final charge may vary by up to ±$0.50.
Stray tours are valid for the named passenger only and are non-transferable.

2. Behaviour & Conduct

Stray is not a common carrier and may refuse to carry any person whose behaviour adversely affects others.
By travelling with Stray, you agree to accept the authority of your Guide and follow their decisions.
Threats to safety, inappropriate behaviour, or physical/verbal abuse towards staff or passengers may result in removal from the trip without refund.
Removed passengers are responsible for their own onward travel costs.

3. Published information:

We aim to keep departure times, itineraries, and details accurate, but events beyond our control (e.g. weather, road closures) may require changes.
If this happens, we’ll try to minimise disruption and keep you informed, but we’re not liable for resulting costs or losses
New information published online (with a “valid from” date) replaces older brochures or materials.
Complimentary (“free”) items are not part of your ticket price, have no cash value, and are non-refundable and non-transferable

4. Travel Insurance:

Travel insurance is compulsory and not included in your fare.
Your policy must cover:

- Accidents, injury, illness, death, medical expenses (including pre-existing conditions)
- Emergency repatriation (including helicopter rescue and air ambulance where applicable)
- Personal liability

We strongly recommend cover for: trip cancellation/curtailment, loss or damage to luggage/personal items, and natural disasters.
For Asia travel, you must provide insurance details before departure, carry proof while travelling, and show it on request.
Failure to provide proof may result in cancellation of your trip or removal from the tour without refund.
Stray is not responsible for any lost possessions.

5. Sickness & Injury

While all care is taken, Stray accepts no liability for sickness or injury during your trip.

6. Visas & Travel Documents

You are responsible for carrying a valid passport and all necessary visas.

7. Included Accomodation, Activities & Third-Party Services

Where accommodation is included on Stray Adventure tours, dorm share accommodation is not gender-split. On Stray Select tours, twin share accommodation is gender-split.

If an included activity is cancelled or cannot run due to itinerary changes, we’ll do our best to offer a fair resolution, such as a partial refund or an alternative. If a booking agent has misrepresented a service, you will need to resolve it directly with them.

Please note: inclusions in our passes can’t be refunded, transferred, or credited if you choose not to participate. We understand that sometimes you might prefer a rest day instead of joining in — and that’s absolutely fine. Just let your Guide know, and we’ll make sure the group captures the memories (and even a few photos) for you.

Other Third-Party Services

From time to time Stray may introduce you to or help you book experiences and services provided by trusted third-party operators. These could be anything from optional activities to local accommodation or transport add-ons.

If you choose to book one of these services, your contract is directly with the supplier, not Stray. While we only work with partners we believe will deliver a great experience, we cannot be held responsible for their actions, omissions, or the quality of service they provide.

8. Illegal Activity

If you are found engaging in illegal activities (including possession of illegal drugs), your trip will be terminated immediately without refund.
Stray will refuse further carriage and accepts no responsibility for any consequences.

9. Images & Video

On some trips, Stray’s Guides may take photos or videos for promotional use.
You may opt out by advising your Guide.
If you do not opt out, you grant Stray a worldwide, royalty-free licence to use such images for marketing purposes.

10. Deposits & Payments

A minimum of a $200 deposit is required to make a booking.
Full payment is due within 6 months of booking or at least 31 days before departure (whichever comes first).
Deposits are non-refundable and non-transferable.
When booking with a deposit, you agree to pay the price at the time of booking, regardless of later promotions.
Failure to pay in time may result in cancellation of your place on the tour.
Cancellations are subject to Stray’s Cancellation Policy.

11. Privacy

We only contact you with information necessary to supply your purchased service unless you opt-in to marketing communications.
You can opt-out at any time, but then it is your responsibility to stay informed about trip updates.
See our full Privacy Policy for details.

12. Disputes & Feedback

Issues during travel should be raised immediately with your Guide or by emailing reservations@straytravel.com.
Post-travel concerns must be emailed within 28 days of the incident. Claims after this period will not be considered.

13. Applicable Law

These terms apply except where overridden by local law in the country of travel.
All legal proceedings arising from or in connection with your booking or travel with Stray must be brought in the courts of New Zealand, which shall have exclusive jurisdiction. New Zealand law governs this contract.

14. Children

NZ Tours (Select Tours only): Ages 12–15 may travel if accompanied by a parent/legal guardian. Eligible for 15% off based on age at trip start. Travellers aged 16–17 may travel alone with signed parental consent.
Asia Tours: Ages 12–15 may travel with a parent/legal guardian. Travellers aged 16–17 may travel alone with signed parental consent.

15. Luggage

One bag (max 23kg) plus a daypack is allowed.
Stray accepts no responsibility for loss or damage to property.

16. Water Safety

Any swimming or water activity participation is at your own risk.
You are responsible for assessing your ability to take part.

17. Fitness

A reasonable fitness level is required.
Tours include walks to break up travel days. If unsure, check with our team before booking.

18. Dietary Requirements & Allergies

Must be advised at the time of booking so we can cater where possible.

19. Departure Confirmation

Please confirm your departure date and pick-up location with our Reservations Team 7 days prior by emailing reservations@straytravel.com.

20. What’s Included in our Tours

All Transport, expert Guide, accommodation, activities, meals as specified in your itinerary as well as the in-trip booking platform for optional activities.
Meals marked as (B) = Breakfast, (L) = Lunch, (D) = Dinner.

21. Re Booking & Changing Your Start Date

You may change your departure date as often as you like up until 31 days before departure, subject to availability and our standard terms, subject to availability, and must be within 18 months of original booking.
Price differences apply; refunds for lower-priced options are subject to applicable cancellation fees.
Bookings cannot be cancelled and a new ticket rebooked within 30 days of the cancellation date, a new booking must be on a different departure date.

22. Cancellations

See Stray’s Cancellation Policy below.

Additional Terms – Stray Journeys & Inclusive Tours

Adventure Plus Product – Stray Adventure & Stray Select

When passenger numbers on Stray Adventure are low, Stray reserves the right to move customers onto the Stray Select product. Travel days will remain the same, but the product may differ slightly. Accommodation will be upgraded to twin share where locations are different, representing an upgrade in service from the Stray Adventure product originally booked.

For full details of the adventure plus product, please contact reservations@straytravel.co.nz

Itinerary Changes

Note: Where the Adventure Plus Product Terms apply (as agreed at the time of booking), those terms take priority. The following conditions apply to all other Stray products or potential events relating to product or service changes.

Stray may vary itineraries, activities, or transport due to operational needs or events beyond our control (e.g. weather, road closures, political unrest). Multiple tour styles may share transport. If Stray cancels all or part of a trip, you will be offered an alternative or a refund (pro-rata if partial).

Itinerary Changes (External Events)

Where an external event prevents us from operating, we will offer an alternative date; otherwise, standard cancellation fees apply. External events include, but are not limited to:

Natural disasters (earthquakes, floods, volcanic activity, storms, bushfires)
Political or civil unrest (riots, strikes, war, terrorism, or government restrictions)
Public health emergencies (pandemics, epidemics, or outbreaks of infectious disease)
Infrastructure or utility failures (major road closures, transport shutdowns, power outages)
Other force majeure circumstances beyond Stray’s reasonable control

Travel insurance is compulsory and must cover such events, including disruption, cancellation, or additional costs caused by them.

Significant Changes & Your Rights (EU Travellers)

If you are travelling on a package covered by EU package travel regulations and we make a significant change before departure, we will inform you as soon as possible. A “significant change” includes:

A major alteration to your trip’s main characteristics (e.g. itinerary, destination, accommodation type), or
A price increase of more than 8% of your total booking cost

If this happens, you may choose to:

Accept the change (with any price difference applied), or
Accept an alternative trip of equivalent or higher value at no extra cost, or a lower value trip with a refund of the difference, or
Cancel and receive a full refund within 14 days

If a significant change occurs after your trip has started and it substantially affects the agreed services, we will provide suitable alternatives at no extra cost. If no equivalent arrangements can be made, or you reasonably reject them, you may be entitled to a price reduction and/or compensation, except where the change is caused by unavoidable and extraordinary circumstances outside our control.

Additional Terms – Stray Journeys & Inclusive Tours

Adventure Plus Product – Stray Adventure & Stray Select

When passenger numbers on Stray Adventure are low, Stray reserves the right to move customers onto the Stray Select product. Travel days will remain the same, but the product may differ slightly. Accommodation will be upgraded to twin share where locations are different, representing an upgrade in service from the Stray Adventure product originally booked.

For full details of the adventure plus product, please contact reservations@straytravel.co.nz

Itinerary Changes

Note: Where the Adventure Plus Product Terms apply (as agreed at the time of booking), those terms take priority. The following conditions apply to all other Stray products or potential events relating to product or service changes.

Stray may vary itineraries, activities, or transport due to operational needs or events beyond our control (e.g. weather, road closures, political unrest). Multiple tour styles may share transport. If Stray cancels all or part of a trip, you will be offered an alternative or a refund (pro-rata if partial).

STRAY'S CANCELLATION POLICY

Standard Cancellation Policy applies for: Stray Journeys Adventure Tours and Select Tours, Stray Freestyle Passes, Arrival Packs and Day Trips.

31+ days before departure:

If fully paid direct with Stray: full refund (less card fees).
If deposit paid direct: refund minus non-refundable $200 deposit.
If booked via agent: contact them for their terms.

30 days or less before departure or no-show:

100% non-refundable and non-transferable.

All cancellations must be made through your original booking channel.