Terms and Conditions

General Rental Terms and Conditions

These terms apply to every booking and hire of a campervan from Get Lost in NZ Limited, trading as Get Lost. Please read them before confirming a booking and keep a copy with the vehicle during the Rental Period.

Version 2. Effective date: 20/08/2026.

1. The Rental Documents

1.1 Your hire is governed by the following documents (together, the Rental Documents):
(a) the booking confirmation and booking-specific Rental Agreement;
(b) these General Rental Terms and Conditions;
(c) the vehicle condition report and inventory;
(d) the insurance or liability option selected for the booking;
(e) any add-on terms, safety instructions and written changes agreed by Get Lost and the Hirer.

1.3 You accept the Rental Documents when you sign or electronically accept the Rental Agreement, pay any part of the booking price, or take possession of the Vehicle.

1.4 If the Rental Agreement contains a specific term that differs from these general terms, the specific term in the Rental Agreement applies to that booking, unless it is unlawful.

1.5 You must keep a copy of the Rental Agreement in the Vehicle throughout the Rental Period and produce it without delay if requested by an enforcement officer.

2. Driver and licence requirements

2.1 Every driver must be at least 21 years old and hold a current full driver licence appropriate for the Vehicle.

2.2 Learner, restricted, probationary, provisional or intermediate licences are not accepted unless Get Lost gives prior written approval and the insurer accepts the driver.

2.3 A licence not issued in English must be accompanied by a current International Driving Permit or an accurate English translation from an accepted translator.

2.4 Every driver must comply with all licence conditions and must be legally entitled to drive in New Zealand for the entire Rental Period.

2.5 Before collection, each driver must either provide the original licence and any other identity or eligibility documents reasonably requested by Get Lost or complete online ID verification. Only people named and approved as authorised drivers may drive the Vehicle.

2.6 The Hirer and every driver must disclose any matter that may affect driver eligibility or insurance, including licence suspension, disqualification, relevant convictions, serious recent driving offences, or declined or cancelled motor insurance. Get Lost may reasonably refuse or cancel a driver where its insurer’s criteria are not met.

2.7 The Hirer is responsible for checking that every authorised driver remains legally entitled, fit and safe to drive throughout the hire.

3. Permitted use, occupants and authorised drivers

3.1 The Vehicle may carry no more than two occupants and must never carry more people or weight than permitted by its certificate of loading or manufacturer specifications.

3.2 The Hirer is solely responsible for the correct supply, installation and use of any child restraint.

3.3 The Vehicle is supplied for private recreational travel only. You must not use or allow it to be used:

(a) to carry passengers for hire or
reward, unless Get Lost has knowingly hired it for use in a properly licensed
passenger service;

(b) for courier, delivery, trade,
commercial transport or any other commercial purpose;

(d) in a race, rally, speed test,
contest, driver training event or motorsport activity;

(e) for any illegal purpose;

(f) outside New Zealand;

(g) by any person who is not an
authorised driver or is not appropriately licensed;
(h) in breach of any New Zealand law,
regulation, land transport rule, road rule or bylaw.

3.4 You must not sublet, lend or hire the Vehicle to another person, transfer the booking, or allow the Vehicle to be operated outside your authority.

3.5 No person may drive while affected by alcohol, illegal drugs, medication or any condition that may impair safe driving.

4. Road and geographic restrictions

4.1 Unless Get Lost agrees otherwise in writing, the Vehicle may be driven only on formed public roads suitable for a two-wheel-drive campervan. Formed gravel roads are permitted only where they are open, reasonably maintained, suitable for the Vehicle and not restricted by this clause or a Get Lost safety notice.

4.2 You must not drive or take the Vehicle:

(a) on Skippers Canyon Road near
Queenstown;

(b) on Ball Hut Road near Aoraki/Mount
Cook;

(d) on a closed, restricted, unformed,
four-wheel-drive-only or vehicle-prohibited road or track;

(e) on any road or track signposted as
unsuitable for campervans or motorhomes;

(f) through a stream, river, tidal area,
salt water, floodwater or any area of standing water where depth or road
condition is uncertain;

(g) on sand, dunes, riverbeds, farm
tracks, fire trails, paddocks or fields;

(h) on a ski-field access road when
chains are required unless approved chains supplied or approved by Get Lost are
correctly fitted;

(i) on any additional road or area that
Get Lost identifies in the Rental Agreement, pre-departure information or a
reasonable safety instruction during the Rental Period.

4.3 A ferry crossing does not breach clause 4.2 where the Vehicle is carried on an authorised vehicle ferry and all operator instructions are followed.

4.4 If you breach this section, you are responsible for all resulting loss, damage, towing, recovery, salvage, cleaning, transport and other costs. Insurance or liability reduction may not apply.

5. Your responsibilities

5.1 You must take reasonable care of the Vehicle and its contents and use them only for their intended purpose.

5.2 Smoking, vaping and the use of candles, incense or any unapproved open flame are prohibited in or near the Vehicle. The supplied cooking equipment may be used only as instructed and with adequate ventilation.

5.3 Animals are not permitted in the Vehicle. A breach may result in cleaning, deodorising, allergy-treatment and loss-of-use charges.

5.4 You must lock the Vehicle whenever it is unattended, close windows and roof vents as appropriate, and keep keys under your personal control.

5.5 You must drive and park carefully, allow for the Vehicle’s height, length and width, and use a spotter where practical when reversing or manoeuvring in a confined area.

5.6 You must comply with all road, parking, toll, camping, fire, conservation and freedom-camping laws and local bylaws.

5.7 You must follow the handover instructions for fuel, oil, coolant, tyres, fresh water, wastewater, batteries, gas, electrical equipment and any toilet supplied with the Vehicle.

5.8 If a warning light activates, the temperature gauge rises, unusual noise or vibration occurs, or you suspect the Vehicle is unsafe, you must stop as soon as it is safe, switch off the engine where appropriate, and contact Get Lost before continuing.

5.9 You must not alter, dismantle, repair, attach stickers to, paint, modify or install equipment on the Vehicle without prior written approval.

5.10 You must immediately report any accident, impact, theft, loss, break-in, damage, defect or missing item, even where it appears minor and even where another person is at fault.

5.11 You must not carry dangerous, explosive, corrosive, illegal or improperly secured goods, or use or store fuel, gas cylinders, batteries or other hazardous materials in or around the Vehicle except equipment supplied or expressly approved by Get Lost and used in accordance with instructions and law.

6. Our obligations and vehicle substitution

6.1 Get Lost will supply the Vehicle in a safe and roadworthy condition, reasonably clean and fit for the purpose made known to us, subject to any defects specifically disclosed and accepted at collection.

6.2 The make, model, registration and layout shown in marketing or at booking may be indicative. If the reserved Vehicle is unavailable, Get Lost may provide a reasonably comparable or superior vehicle at no additional hire charge.

6.3 If the substitute is materially lower in class or features, Get Lost will make a reasonable price adjustment. If no suitable vehicle can be supplied, Get Lost will refund the charges paid for services not supplied, and the booking will end unless another solution is agreed.

6.4 Get Lost is not responsible for differences that do not materially affect the booked travel purpose, including minor differences in colour, age, fittings, storage or layout.

6.5 Nothing in the Rental Documents limits any remedy or guarantee that cannot lawfully be excluded.

7. Breakdowns, maintenance and repairs

7.1 Contact Get Lost as soon as a problem occurs and no later than 24 hours after you first become aware of it. Delayed reporting may increase damage and may affect your entitlement to a remedy or cover.

7.2 You must not carry out or arrange repairs, replace parts, or incur repair costs without prior approval, except fitting the supplied spare wheel where safe and lawful. If urgent action is required to prevent injury or serious further damage and Get Lost cannot be reached, the authorised emergency repair limit is $200, supported by itemised receipts and replaced parts where practical.

7.3 Get Lost provides 24-hour roadside assistance for covered mechanical faults. You are responsible for call-out, recovery and repair costs caused by:

(a) running out of fuel or using the wrong fuel, oil, coolant, water or other fluid;

(b) continuing to drive after a warning light, overheating or a known fault;

(d) lost, damaged or locked-in keys;

(e) a flat battery caused by lights, accessories or equipment being left on or incorrectly used;

(f) flat or damaged tyres, unless included in the selected cover;

(g) the Vehicle being unattended when assistance arrives;

(h) the Vehicle being bogged, trapped or located away from a formed public road;

(i) any willful act, misuse, breach or
negligence by the Hirer, a driver or a passenger.

7.4 Get Lost will use reasonable efforts to repair or replace the Vehicle after a serious covered breakdown, subject to location, availability, safety and the terms of replacement cover.

7.5 Where a covered mechanical breakdown makes the Vehicle unusable and Get Lost cannot provide a reasonable repair or replacement, Get Lost will refund the base hire charge for each complete unused day from the time the fault was first reported. Additional consequential costs such as accommodation, meals, tours, ferries and flights are the Hirer’s responsibility except where the law requires otherwise.

7.6 Minor problems with accessories or living equipment, including the fridge, cooker, water pump, battery system, USB outlets or similar items, do not automatically make the Vehicle unusable. Get Lost will take reasonable steps to help resolve the issue.

8. Accidents, theft and damage reporting

8.1 If the Vehicle is involved in an accident, theft, attempted theft, fire, impact or damage event, you must contact Get Lost immediately and no later than 24 hours after the event.

8.2 At the scene, you must:

(a) stop safely, assist injured people and contact emergency services where required;

(b) report the event to Police where required by law, where anyone is injured, where theft or criminal conduct is involved, or where Get Lost asks you to do so;

(d) obtain the full name, address, telephone number, vehicle registration, insurer and licence details of every other driver or relevant party;

(e) obtain witness details;

(f) take clear photographs or video of the scene, road conditions, registration plates and all damage;

(g) complete the Get Lost accident report
and provide all information reasonably requested.

8.3 You must not abandon the Vehicle without taking reasonable steps to secure it and following Get Lost’s instructions.

8.4 Get Lost may charge or pre-authorise the applicable liability amount, bond or reasonably estimated loss while the claim is assessed. Liability applies separately to each accident, incident or item of new damage.

8.5 Whether a replacement vehicle is supplied after an accident is at Get Lost’s reasonable discretion, taking account of availability, safety, fault, insurance and the circumstances. Additional delivery, relocation and accommodation costs may be payable by the Hirer.

9. Insurance and your damage liability

9.1 Before the hire begins, Get Lost will offer the Standard Insurance option and any optional liability-reduction product then available. The selected option, daily charge, bond, liability amount per incident and material inclusions and exclusions will be shown in the Rental Agreement.

9.2 The current cover options and headline amounts are set out in the table below. If an amount in the Rental Agreement differs from this table, the Rental Agreement applies to that booking, provided the difference was clearly disclosed before the hire began.

Option	Daily charge	Liability per incident	Bond / pre-authorisation
Standard Insurance	$0	$5000	$5000
Full Insurance	$59	$0	$0

9.3 For covered damage, your liability is limited to the excess or liability amount for the selected option, per incident, unless an exclusion applies. The amount may include repair or replacement, assessment, towing, recovery, loss of use and reasonable administration costs, subject to the selected cover and applicable law.

9.4 You are not required to purchase any excess reduction offered by Get Lost. If you decline excess reduction, the Standard Insurance liability amount and bond will apply. Cover provided by a credit-card provider, travel insurer or other third party is separate from the Rental Documents and does not reduce your liability to Get Lost.

9.5 If you intend to rely on third-party insurance, Get Lost will still collect the applicable bond and may charge you for damage, loss or other amounts properly payable under the Rental Documents. You are responsible for paying Get Lost and claiming reimbursement directly from the third-party insurer. Get Lost is not responsible for submitting, administering or guaranteeing that claim.

9.6 Insurance premiums and liability-reduction charges are not travel insurance and do not cover personal belongings, personal injury, disrupted travel or any cost not expressly included in the selected option.

9.7 The applicable liability amount may be charged when an incident occurs irrespective of fault. If the final covered loss is lower, Get Lost will refund the difference after the cost is established and any third-party issues are sufficiently resolved.

9.8 The selected cover applies only during the Rental Period and only to an Authorised Driver complying with the Rental Documents. A liability-reduction option cannot be added or upgraded after collection unless Get Lost agrees in writing before any incident or damage occurs.

10. Events and damage not covered

10.1 Insurance and liability reduction do not apply to the extent that the loss, damage or associated cost was caused or materially contributed to by any of the following. In that case, you may be liable for the full amount of the loss, damage and associated reasonable costs:

(a) the Vehicle being driven by a person
who is not an Authorised Driver or is not legally licensed for the Vehicle;

(b) a driver is affected by alcohol,
drugs, medication, fatigue or another impairment;

(d) damage results from submersion, salt
water, floodwater, a beach, river, stream, off-road use or recovery from an
unsuitable area;

(e) the Vehicle is driven after a warning
light, overheating, a known defect or an unsafe condition should reasonably
have caused the driver to stop;

(f) damage results from incorrect fuel,
fluid, electrical connection, battery charging, gas use or water-system use;

(g) incorrect or unauthorised fitting or
use of roof racks, bike racks, snow chains, awnings, accessories or
attachments;

(h) the Vehicle is left unlocked, keys
are not secured, or reasonable theft precautions are not taken;

(i) damage or loss is intentional,
reckless, wilful, criminal or caused by serious negligence;

(j) the Vehicle is overloaded, used to
tow, used commercially, raced or driven in breach of law;

(k) leaving the scene unlawfully, failing
to report the event within the time required by clause 8.1 without reasonable
excuse, knowingly giving false information, or unreasonably failing to assist a
claim where that failure prejudices the claim;

(l) a single-vehicle rollover, tip-over
or fall, unless the Rental Agreement expressly states that the selected option
covers that event and identifies any separate liability.

10.2 Unless the Rental Agreement expressly says otherwise, the following are payable at full repair or replacement cost and are not limited by the vehicle damage excess:

(a) lost, broken, damaged or locked-in
keys and associated retrieval, locksmith and replacement costs;

(b) damage, loss, theft or defacement of
interior fittings, bedding, kitchenware, tables, chairs, power leads, hoses,
toilet, add-ons and other contents;

(d) tyres, wheels, windscreens, windows,
mirrors, underbody, roof and overhead damage, unless the Rental Agreement
expressly states that the selected option includes that category and identifies
any separate liability;

(e) cleaning, deodorising, smoking, pet, toilet, contamination or
pest-treatment costs;

(f) recovery, salvage or extraction where
the Vehicle is bogged, stuck, submerged, trapped or taken to a prohibited area.

10.3 These exclusions apply only to the extent permitted by law and subject to any requirement that the excluded conduct caused or contributed to the loss.

11. Bond and payment authority

11.1 The bond or credit-card pre-authorisation for the selected cover is shown in the Rental Agreement. The card must be acceptable to Get Lost and, unless approved otherwise, be in the primary Hirer’s name.

11.2 The bond will be released or refunded after the Vehicle is returned on time, to the agreed place, in the required condition, with all contents, and after Get Lost has completed a reasonable inspection and identified no outstanding amounts.

11.3 You authorise Get Lost to charge the nominated payment method for amounts properly payable under the Rental Agreement, including damage, liability, excess, missing contents, cleaning, fuel, RUC, tolls, infringements, administration, relocation, late return and recovery costs.

11.4 Get Lost may retain all or part of the bond for a reasonable period where loss, repair cost, third-party damage, infringement liability or another amount cannot yet be quantified. We will provide a reasonable explanation and reconcile the amount when sufficient information is available.

11.5 After each accident, incident or item of new damage, Get Lost may require the applicable bond or pre-authorisation to be reinstated before the Hirer continues with the same Vehicle or receives a replacement Vehicle. Any higher amount must be permitted by the selected cover terms and reasonably reflect the circumstances.

11.6 Bank or card-provider processing times for releasing a pre-authorisation are outside Get Lost’s control.

12. Third-party claims

12.1 Where another person may be liable for damage, Get Lost will use reasonable efforts to pursue recovery, but the insurer or third party may control the process and resolution may take time.

12.2 Your liability, bond or excess remains payable until Get Lost is satisfied that liability is admitted or recovery has been received. Any refundable balance will be paid within 10 working days after final resolution and receipt of cleared funds.

12.3 You must provide reasonable assistance, including statements, photographs, records and attendance at a hearing if reasonably required.

12.4 Any refund may be reduced by uninsured loss, costs not recovered from the third party, or amounts otherwise payable under the Rental Documents.

13. Travel insurance and personal belongings

13.1 We strongly recommend comprehensive travel insurance covering cancellation, illness, injury, disrupted travel, alternative transport, accommodation, ferries, flights and personal belongings.

13.2 Personal belongings are not insured by Get Lost. You are responsible for their security and for any loss, theft or damage, except to the extent caused by Get Lost’s negligence or where the law provides otherwise.

14. Collection and return of the Vehicle

14.1 You must collect and return the Vehicle at the dates, times and locations stated in the Rental Agreement. Collection and return location: Get Lost In NZ’s Christchurch pick up and drop off location.

14.2 Any requested changes are subject to availability, rate changes and written approval. You must give at least 24 hours’ notice where reasonably possible.

14.3 If the Vehicle is returned to the wrong location, you must pay the actual cost of recovering and relocating it, plus the stated administration charge, up to NZD $2,000 unless the actual reasonable cost is higher and was caused by a deliberate or serious breach.

14.4 The Vehicle must be returned with the fuel level stated in the Rental Agreement, normally full. Extra fuel is not refundable. Missing fuel will be charged at the replacement cost plus NZD $40 administration fee.

14.5 The Vehicle must be returned reasonably clean and tidy, with rubbish and food removed, dishes clean, and excessive sand, mud and debris removed. Excessive cleaning is charged at NZD $150 or the higher reasonable specialist cost where required.

14.6 If a toilet is supplied, it must be returned empty, rinsed and sanitised in accordance with instructions. Failure may result in a NZD $300 cleaning fee. Any toilet or sanitation equipment damaged through misuse is charged at repair or replacement cost.

14.7 Smoking, vaping or unauthorised animals may result in a NZD $500 minimum treatment fee plus any additional reasonable specialist cleaning and loss-of-use cost.

14.8 All supplied equipment and add-ons must be returned in the Vehicle. Missing or damaged items are charged at reasonable repair or replacement cost.

14.9 You remain responsible for the Vehicle until it is returned using the agreed handover or secure after-hours process.

14.10 You are responsible for booking Cook Strait ferries and allowing enough time for delays, check-in and safe return. If Get Lost assists with a ferry booking, it acts only as an intermediary and the ferry operator’s terms apply.

14.11 You must remove all personal property. Get Lost may return found property at your cost. Unclaimed items may be donated or disposed of, four weeks after we contact you, subject to applicable law.

15. Extensions, late return and early return

15.1 An extension requires prior written approval, is subject to availability and must be paid in full at the rate offered when approved.

15.2 An unapproved late return may incur a NZD $250 late fee, additional hire charges, staff and relocation costs, and reasonable losses caused to the next booking.

15.3 A change to the agreed return location after confirmation may incur a NZD $250 administration fee plus any rate or relocation difference.

15.4 No refund is payable for voluntary early return, unused days, unused add-ons or unused cover after the Rental Period begins, except where required by law or expressly agreed in writing.

16. Hire charges, duration and payment

16.1 Hire charges are calculated by calendar day. The collection date is day one and the return date is the final day, regardless of the collection or return time, unless the Rental Agreement states otherwise.

16.2 The applicable rate, minimum hire, inclusions, kilometre terms, add-ons and all known mandatory charges are stated in the booking confirmation or Rental Agreement.

16.3 All customer prices are in New Zealand dollars and include GST unless clearly stated otherwise.

16.4 A 20% deposit is required to secure the booking. The balance is due 30 days before collection. Bookings made within 30 days of collection must be paid in full when booked.

16.5 Payments may be made using the methods offered at checkout or stated on the invoice. Any payment fee must be clearly disclosed before payment and will apply only to the extent permitted by law.

16.6 If a payment is reversed, dishonoured or subject to chargeback without valid grounds, you remain liable for the booking price and reasonable recovery costs.

17. Booking changes, cancellation and no-show

17.1 A booking is not confirmed until the required deposit or full payment has been received and Get Lost has issued a booking confirmation.

17.2 Booking changes are subject to availability. A changed collection date, duration, vehicle, location or rate may be treated as a cancellation and new booking where the change materially alters the original reservation.

17.3 A cancellation is effective when Get Lost receives it in writing. The following charges apply, subject to clauses 17.6 to 17.8:

Cancellation received	Cancellation charge
32 days or more before collection	$150 admin fee.
31 to 15 days before collection	20% of the total booking price.
14 to 7 days before collection	50% of the total booking price.
6 days or less before collection	100% of the total booking price.
No-show	100% of the total booking price.

17.4 If the Vehicle is not collected at the scheduled time and you have not made alternative arrangements, the booked day remains payable. Get Lost may cancel the booking and release the Vehicle if it is not collected within 24 hours.

17.5 Late collection does not extend the return time and does not entitle you to a refund.

17.6 If Get Lost cancels because it cannot provide the booked service and no suitable alternative is accepted, Get Lost will refund the amount paid for services not supplied.

17.7 If a Force Majeure Event prevents or materially restricts the hire, Get Lost may offer a date change, credit or refund for services not supplied. Credits are valid for 24 months and new dates are priced at the rate then available. Nothing in this clause limits rights that cannot lawfully be excluded.

17.8 Cancellation charges are intended to reflect the timing of lost booking opportunity and administration. Get Lost may reduce a charge where it successfully rehires the Vehicle for the same period and suffers a lower loss.

18. Infringements, tolls and enforcement charges

18.1 You are responsible for all infringement fees, fines, tolls, parking charges, speeding or traffic-camera offences, traffic-signal offences, fuel-station drive-offs, freedom-camping offences and similar liabilities arising from use of the Vehicle during the Rental Period.

18.2 Get Lost may provide your information and a copy of the Rental Agreement to an enforcement authority, toll operator, parking operator or other authorised person for the purpose of transferring or enforcing liability.

18.3 Get Lost may charge an administration fee of NZD $50 for each notice or liability it processes.

18.4 Where the law permits Get Lost to debit an infringement fee to your card, you acknowledge that:

(a) Get Lost will send you a copy of the infringement notice and, where applicable, the reminder notice as soon as reasonably practical and in accordance with the applicable rental-service rules;

(b) you may challenge, query, complain about or object to the alleged offence directly with the issuing enforcement authority;

(d) before a permitted card debit, Get Lost will provide the notices and information required by law;

(e) the administration fee is separate from the infringement fee.

18.5 Your signature or electronic acceptance of the Rental Agreement confirms that you have been notified of this section, authorise lawful charges under it, and accept that these General Rental Terms and Conditions form part of the Rental Documents.

19. Road User Charges

19.1 Road User Charges for diesel vehicles are not included in the rental price under Standard Insurance. If Full Insurance is selected, Road User Charges are included unless the Rental Agreement clearly states otherwise.

19.2 If recovered separately, the charge is NZD $8.00 per 100 kilometres or part thereof, calculated from the Vehicle’s recorded distance during the hire.

19.3 Get Lost may adjust the recovery rate where government Road User Charges materially change, provided the applicable rate is disclosed before the hire begins or the change is required by law.

20. GPS, telematics and privacy

20.1 The Vehicle may contain GPS, telematics, immobilisation or security technology that records location, time, distance, speed, vehicle status, fault information and driving events.

20.2 Get Lost may collect and use this information for vehicle security and recovery, roadside assistance, maintenance, fleet management, customer support, claims, investigating suspected breaches, confirming road restrictions, meeting legal obligations and protecting people or property.

20.3 Get Lost will not use tracking information for an unrelated purpose and will restrict access to authorised staff and service providers. Data may be disclosed to insurers, roadside providers, Police, enforcement authorities, professional advisers, debt-recovery providers or others where reasonably necessary or legally required.

20.4 Get Lost also collects identity, licence, contact, booking, payment, communications and incident information for operating the hire, assessing eligibility, processing payments, managing claims, preventing fraud, recovering debt and complying with law.

20.5 Get Lost will retain personal information and telematics data only for as long as reasonably required for the purposes in this section, to meet legal or insurance obligations, or to establish, exercise or defend a claim. You may request access to or correction of your personal information and may complain about its handling by contacting Get Lost using the details in section 24.

20.6 Further detail, including relevant service providers, overseas disclosures (if any), retention practices and privacy contact details, is contained in Get Lost’s Privacy Policy, which must be made available before or at booking and forms part of the booking process.

21. Refunds

21.1 Approved refunds will normally be made in New Zealand dollars to the original payment method, unless another method is reasonably required.

21.2 Get Lost is not responsible for exchange-rate movements, foreign transaction fees, bank fees or card-provider charges that affect the amount you receive.

21.3 Any third-party payment fee that Get Lost cannot recover may be non-refundable to the extent permitted by law and disclosed before payment.

21.4 Where the final amount cannot be established until return, inspection, repair or third-party resolution, Get Lost may process the refund once that process is sufficiently complete.

22. Liability, indemnity and consumer rights

22.1 You are responsible for loss, damage, cost or liability arising from your breach of the Rental Documents or the acts or omissions of an authorised driver, passenger or person you allow to use or access the Vehicle.

22.2 You indemnify Get Lost against third-party claims and reasonable costs arising from that breach or use, except to the extent the loss was caused by Get Lost’s negligence, breach of contract or other legal responsibility.

22.3 To the extent permitted by law, Get Lost is not liable for indirect or consequential loss such as missed flights or ferries, lost enjoyment, business loss or losses caused by weather, road closure, natural events or independent third-party services.

22.4 Nothing in the Rental Documents excludes, restricts or modifies rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020 or any other law where those rights cannot be excluded or modified.

22.5 If the Vehicle is hired for business purposes and it is fair and reasonable that the parties contract out of the Consumer Guarantees Act 1993, the parties agree to contract out to the extent permitted by that Act. This clause does not apply to ordinary consumer hires.

23. Termination and recovery of the Vehicle

23.1 Get Lost may refuse collection, terminate the hire and/or recover the Vehicle where:

(a) you materially breach the Rental Documents;

(b) booking, identity, licence or payment information is materially false or misleading;

(d) Get Lost reasonably believes the Vehicle, passengers, public or property are at risk;

(e) payment is overdue, reversed or fraudulent;

(f) the Vehicle appears abandoned, unlawfully used or at material risk of loss.

23.2 Where reasonably necessary, Get Lost may remotely locate or immobilise the Vehicle, or arrange recovery, provided this is done safely and lawfully.

23.3 You must cooperate with recovery and pay reasonable recovery, transport and associated costs caused by your breach. Refunds following termination depend on the reason and are subject to applicable law.

24. Complaints and disputes

24.1 Tell Get Lost promptly about any issue during the Rental Period so we have a reasonable opportunity to investigate and resolve it.

24.2 A formal complaint or dispute must be sent in writing to lets@getlostinnz.co.nz. Get Lost will acknowledge or respond within five business days, although complex matters may take longer to resolve.

24.3 If the parties cannot resolve the matter directly, either may suggest independent mediation or use any available legal process, including the Disputes Tribunal where it has jurisdiction.

25. General terms

25.1 The Rental Documents are governed by New Zealand law and New Zealand courts and tribunals have non-exclusive jurisdiction.

25.2 The Rental Documents record the entire agreement about the booking and replace earlier discussions or representations, except where excluding them would be unlawful or a written representation is expressly incorporated.

25.3 If any provision is invalid or unenforceable, it will be read down or severed to the minimum extent necessary and the remaining provisions continue.

25.4 A failure or delay in exercising a right is not a waiver. A waiver must be in writing and applies only to the specific event stated.

25.5 Notices may be given by email, through the booking platform, by text message to the number supplied, or by delivery to the address in the Rental Agreement. You must keep your contact details current during the hire.

25.6 Get Lost may assign or subcontract operational obligations to a related company or reputable service provider, but remains responsible for obligations that cannot lawfully be transferred. You may not transfer the booking without written approval.

25.7 Headings are for convenience and do not affect interpretation. “Including” does not limit the words that follow it.

26. Definitions

Authorised Driver: a person recorded or otherwise approved in writing by Get Lost as permitted to drive the Vehicle.

Booking Confirmation: the confirmation issued by Get Lost recording the reserved dates, vehicle category, charges and key booking details.

Business Day: a day other than Saturday, Sunday or a public holiday in Christchurch, New Zealand.

Force Majeure Event: an event beyond a party’s reasonable control, including severe weather, natural disaster, epidemic or pandemic, government restriction, border or road closure, strike, terrorism, civil emergency or major transport disruption.

Get Lost, we, us or our: Get Lost in NZ Limited, of Christchurch, New Zealand. Telephone 0800 NZ LOST (0800 69 5678). Rental Service Licence number 0343437.

Hirer, you or your: the person or persons named as hirer in the Rental Agreement.

Loss of Use: the reasonable loss of rental income for the period reasonably required to assess and repair covered damage, limited to the Vehicle’s ordinary base daily hire rate less costs saved, and supported by reasonable records. Loss of Use does not include amounts recovered from another person or insurer for the same loss.

Rental Agreement: the booking-specific or collection document containing the information required for the hire, including the parties, Vehicle, authorised drivers, dates, places, charges, selected cover and bond.

Rental Period: the period from the collection date and time until the agreed return date and time, including any approved extension and any period the Vehicle remains in the Hirer’s possession or control.

Rental Documents: the documents listed in clause 1.1.

Vehicle: the campervan described in the Rental Agreement, or a substitute vehicle, together with keys, accessories, fittings, equipment, documents and contents supplied by Get Lost.