Quick version
You cancel · 48hrs+ before
Full refund. No fees, no questions. Just let us know.
You cancel · inside 48hrs
The booking stands. You're welcome to send a friend in your place at no extra cost.
We cancel · weather
Full refund or free reschedule to any future available date.
If you need to cancel
The simplest way is to use the booking lookup — type in your reference and email, and you can cancel or reschedule yourself in a couple of clicks. Or reply to your confirmation email, or call us on 0800 944 999.
More than 48 hours before pickup
Full refund. The whole charge goes back to the card you booked with — usually within 5–10 business days depending on your bank.
Less than 48 hours before pickup
The booking stands and the full amount applies. We've already held bikes, shuttle seats, and driver time for you, and at short notice we usually can't re-sell that capacity.
That said: you can transfer the booking to someone else at no extra cost. Friends, family, colleagues — just let us know the new rider's name and contact details and we'll update the booking.
Rescheduling
If you can't make the day but want to keep the booking, get in touch. We'll reschedule to any future date that still has availability, even inside the 48-hour window, for no charge. We'd rather you come on a different day than not at all.
No-shows
If nobody arrives at the pickup stop within 15 minutes of the scheduled time and we haven't heard from you, the booking is treated as a no-show and no refund applies. If you're running late, ring the driver on the number in your confirmation SMS — we'll wait when we can.
If we need to cancel for weather
Most of the time, Queenstown weather is excellent for riding. The Gibbston Valley sits in a rain shadow, the trail is sheltered through the gorge, and even on cool or overcast days a ride is a great day out. We don't cancel just because it's drizzling.
We do cancel when weather would make it a horrible experience. The judgement is the shuttle driver's on the morning, based on the forecast and what's actually happening on the trail.
Ride goes ahead
- Light rain or drizzle
- Cool temperatures (down to about 5°C)
- Overcast or cloudy
- Light to moderate wind
- Light dusting of snow on the surrounding peaks (the trail is at valley floor)
We cancel the ride
- Sustained winds above 50 km/h or gusts above 70 km/h
- Heavy rain that's flooded sections of the trail
- Snow or ice on the trail surface
- Electrical storms or lightning warnings in the area
- Fire warnings or active fires near the route
- Any official road, trail, or civil defence closure that affects the route
If we cancel, you'll hear from us by phone or text as early as we can — usually the morning of the ride. You choose:
- Full refund back to your card (5–10 business days), or
- Free reschedule to any future available date.
If the weather turns dangerous during the ride, the driver will collect you early. You're not stuck out there — call or text the driver and we'll come.
What to wear · clothing guide
Queenstown weather has moods. You can start cool, ride warm, and finish with a breeze on your neck. Layers are your friend — anything you can shed when the sun comes out and chuck back on at the next cellar door.
Base layer
- A T-shirt or long sleeve does the job — go long sleeve if it's cool out
- Anything you'd happily wear on a country walk is right
Mid layer
- A light fleece, hoodie, or jumper
- Easy on, easy off — stash it in the bike basket when the sun pops out
Outer layer
- A light packable jacket. If there's any hint of rain in the forecast, make it a waterproof one — windproof alone won't cut it once a shower hits.
- Even on a bluebird morning, chuck one in. Showers can roll through quick.
Legs
- Stretchy pants, leggings, or shorts — whatever the weather's doing
- Avoid jeans if you can — they're shockers on a bike. If they're all you've got, you'll be right.
Feet
- Closed-toe shoes — trainers, hikers, or flat-soled boots all do the job
- Jandals? Hard no. Save 'em for after the ride.
Bring along
- Sunglasses and sunscreen — the NZ sun bites, even on cool days
- Water bottle (one's mounted on the bike for you)
- Phone in a zip pocket — for photos and to call the driver
- Light gloves April through October — fingers cop the wind first
Helmets are sorted — we hand one over before the ride. If you'd rather wear your own, all good, bring it along.
How refunds work
Refunds go back to the card you paid with. No charge from our end. Stripe (our payment processor) typically takes 5–10 business days to land the refund in your account, depending on your bank. Apple Pay or Google Pay refunds route back to the underlying card the same way.
If a refund hasn't shown up after 10 business days, check with your bank first, then email us with the booking reference and we'll chase it down.
Talk to us
If your situation isn't a clean fit for the above, talk to us. We're a small team in Queenstown and we'd rather sort it on a phone call than hide behind a policy page.
Email: hello@whizzy.co.nz
Phone: 0800 944 999