Terms and Conditions

Operated by The Real Symphony Limited (NZBN 9429047218796), trading as Whakahā · whakaha.com · hello@whakaha.com · Effective 14 July 2026

By making a booking with us, you agree to these terms and to any cancellation policy and house rules shown during booking.

Booking with us

You book directly with The Real Symphony Limited, trading as Whakahā — there's no third-party platform involved. A contract forms once we confirm your booking. Questions? hello@whakaha.com.

Who can book & how long

Whakahā sleeps a maximum of 10 guests (plus infants in porta cots). The lead guest must be 21+ and is responsible for the whole party. Book up to 18 months ahead, minimum 72 hours before arrival. Minimum stay: 3 nights (6 over Christmas, no check-in/out on Christmas Day; 5 over Easter).

Prices & payment

All prices are in NZD and include GST (15%). A 50% deposit is charged when you book, with the balance due 30 days before arrival (100% up front if you book within 30 days of arrival).

Cancellation

All payments are non-refundable, and no security deposit is required. If your plans change, contact us — in exceptional circumstances we may reschedule your stay at our discretion. Because payments are non-refundable, we strongly recommend comprehensive travel insurance.

Cancellation or rescheduling by us

If we need to cancel or reschedule a confirmed booking for reasons within our control (for example, an operational or availability issue on our side), we will let you know as soon as possible and offer you the choice of: (a) rescheduling to alternative dates, or (b) a full refund of all amounts paid for that booking. No cancellation fee or other penalty applies to you in this situation. This is separate from "Events beyond our control" below, which covers cancellations caused by matters outside either party's control.

What's included

Exclusive use of the property, bikes, outdoor gear and Starlink wifi; your first night's meal, a stocked kitchen, and one group experience of your choice arranged by our concierge at no extra charge.

House rules

Max 10 guests · no smoking anywhere · a vehicle is required · no parties or visitors beyond your party · use the outdoor equipment safely and take reasonable care of the property (you may be liable for damage beyond fair wear and tear). Well-behaved, non-shedding dogs are welcome with prior permission; horses can be grazed by arrangement (extra costs may apply). Access is by lockbox — keep your code confidential.

Your stay is at your own risk

Whakahā is a remote rural property with private river access and nearby open water, an unfenced outdoor hot tub and bath, steep drops and self-use outdoor gear. Please take reasonable care, supervise children at all times, and note that use of the property, water and equipment is at your own risk. For security, three exterior cameras operate at the driveway entrance and rear path — none in private areas or inside the house. Active pest trapping runs across the grounds: stay on marked paths and don't touch any trap.

Extra experiences

Extra experiences (rafting, fishing, horse trekking, hunting, spa, transport, vehicle hire, helicopter) are run by independent operators under their own terms, safety requirements and availability. We arrange them via concierge as a convenience and aren't liable for their delivery or conduct.

Our liability

To the extent permitted by law, and except where loss is caused by our negligence, we aren't liable for loss, injury or damage during your stay, and our total liability for a booking won't exceed what you paid for it. Nothing here limits liability that can't lawfully be limited, or your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.

Events beyond our control

If events beyond our reasonable control (extreme weather, flooding, fire, road closures, loss of utilities, public-health measures) disrupt your stay, we're not in breach; we'll work with you in good faith to reschedule where we can, with refunds subject to the cancellation terms above.

Privacy

We handle your personal information under the Privacy Act 2020 and our Privacy Policy, and may share it with experience operators to arrange what you've requested.

Complaints & governing law

Contact hello@whakaha.com with any complaint and we'll work to resolve it with you directly. These terms are governed by New Zealand law and don't affect your mandatory consumer rights. We may update these terms; bookings already made continue under the terms that applied when you booked.