Bamboo Terms

Please read these Terms and Conditions carefully as they form the basis of your contract with WeAreBamboo. This agreement is made at the time of booking and becomes legally binding upon payment at the time of booking. By booking a tour with WeAreBamboo, you signify you have read and accepted these Terms and Conditions.

All programs advertised on our website and/or on Facebook are offered and/or operated by WeAreBamboo Ltd. (trading as Bamboo and referred to as Bamboo or 'we' herein after) with company number 59926953 whose registered office is:

Level 2
61 Seaview Road
Lower Hutt
New Zealand

All travel arrangements are sold subject to the following conditions. Bamboo reserves the right to update the Terms and Conditions at any time.

Please click on a section to read more.

1. Insurance -  2. Booking and Payments -  3. Pricing -  4. If you change or postpone your Booking -  5. If you cancel your Booking -  6. If we change or cancel your Booking -  7. Our liability, conditions of carriage and limitations -  8. Complaints Process -  9. Visa, Health, Passport and Travel Documentation -  10. Privacy Policy -  11. Local Laws and Customs -  12. Behaviour -  13. Police/Criminal Record Check -  14. Sharing of Information -  15. Participation Requirements -  16. Arrival in Country -  17. Bamboo Code of Conduct - 

1. Insurance

You must obtain adequate and valid travel insurance. This is compulsory for all customers and is a condition of your booking. We strongly recommend you take out insurance as soon as your booking is confirmed.

Travel insurance should be in place for the entire duration of your travel, covering, at a minimum, cancellation of booking, providing medical cover for illness and injury, repatriation whilst overseas and loss of baggage. Details of your policy must be provided to us as soon as possible. We will not check the sustainability of your policy; it remains at all times your responsibility to ensure the insurance cover you purchase is adequate for your needs. You are required to carry proof of insurance with you and produce it if reasonably requested.

If you have added our provider's travel insurance to your booking and subsequently cancel your booking, the insurance premium is non-refundable.

The 'Duty of Disclosure' is the responsibility of the policy holder.

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2. Bookings and Payments

The person making the booking must be 18 years of age or over and possess the legal capacity and authority to make the booking and accept these booking conditions on behalf of everyone in their party. For some programs we will accept individuals of 17 years of age, provided we are in receipt of parental/legal guardian consent forms prior to booking.

Final Balance Due Date
For bookings before 9 th September 2019, final balances are to be paid 90 days before your tour begins, unless you’re signed up for a 0% instalment plan. For bookings on or after 9th September 2019, final balances are to be paid 120 days before your tour begins, unless you’re signed up for a 0% instalment plan. Please note that our 0% instalment plans are only available at the time of booking, once a deposit is placed, you will need to pay in full before your final balance is due.

Payment options
Our deposit payment of $240 is non-refundable but fully transferable to another tour or date as long as this change is made prior to 90/120 days (depending on when you booked – see above) before your tour start date.

If you booked your tour using Bamboo's 0% installment payments over a period of 12 monthly payments, the first payment is made at the time of booking and is followed by 11 further payments. If you travel with us before you have cleared your balance (within 12 months of your booking), all payments must be continued as agreed until the balance is cleared.

Online Payments
All online payments are processed through a secure third party provider and will appear as a charge from 'Bamboo'. All online paymentswill be subject to a 3% charge for one-off payments and 5% charge for instalment payments.

Bank Transfer Payments
We also accept payments via bank transfer, details of which will be provided upon request. You will need to pay any additional fees incurred by your bank.

Upon receipt of your booking payment (in full or with a deposit payment), we will send you a confirmation email. If you do not receive email confirmation within two working days of booking, please contact us.

When you receive the confirmation email, please check the details carefully and inform us immediately if anything is incorrect. We strongly recommend that you make no travel arrangements until your booking has been confirmed.

Travel Vouchers
If you have purchased a Bamboo voucher, the following conditions apply to the purchase and redemption of this:

  • Travel vouchers are valid for use for up to 3 years after the date of purchase/payment. The voucher expires after this date.
  • Travel vouchers cannot be resold.
  • Travel voucher are not redeemable for cash.
  • Only one voucher per booking is permitted.
  • Travel vouchers cannot be combined with other travel vouchers or Bamboo promotions.
  • Travel vouchers can only be applied to new bookings for future Bamboo tours. Vouchers cannot be used to clear balances on existing bookings.
  • Travel vouchers are non-refundable.

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3. Pricing and surcharges

All prices advertised are accurate at the time of publishing. We reserve the right to amend our pricing at any time. Our trip prices are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. This means our trip prices may vary at any time in accordance with demand, market conditions and availability. It may be the case that different passengers on the same trip have been charged different prices. Your best option if you like the price you see is to book at that time. Any reduced pricing or discounts that may become available after you have booked will not apply. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply. The most up to date pricing is available on our website. We reserve the right to increase our prices at any time and apply the difference to your booking but we will not surcharge any booking once paid in full.

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4. If you change or postpone your Booking

You can request to change your booking (date or program, subject to availability), place your booking 'on hold' or request a name change (if you wish for someone to travel in your place) at any time before your final balance due date. We offer one change free of charge. After this, any changes will be subject to a $50 administration fee per booking per change.

If you place your booking 'on hold', you must provide us with a new start date within 12 months of the date your booking was placed on hold. Your new start date must be within 12 months of your original start date. If you have not confirmed this with us within this time frame, or would like to travel more than 12 months after your original start date, we will cancel your booking and the standard cancellation charges will apply. Any monies paid up to and including the date you put your booking 'on hold' will be held by Bamboo in credit and will not be eligible for a refund.

When making a change to your program, you will be liable to pay any difference in price and the cost of any internal flights already booked at the time of your change.

Any alteration received by us after your final balance due date (90 days or 120 days before departure) will be treated as a cancellation and will be subject to the standard cancellation charges.

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5. If you cancel your Booking

You may cancel your booking at any time by contacting us in writing. Where written notification of the cancellation is received, the following will apply:

  • All cancellations made within 90 or 120 days (depending on date of original booking) are subject to full cancellation charges and loss of all monies paid up to the date of cancellation
  • If your cancellation is made prior to 90 or 120 days (depending on date of original booking) before the start of your tour, you are able to transfer your booking by switching your date, tour or by putting your booking on hold for up to 12 months
  • All payments made at the time of booking, including payments in full to receive a discounted price, and any subsequent payments, are non-refundable

If you have purchased travel insurance through our provider, the cost of your policy premium will not be refunded when you cancel your booking and will be deducted from any refunds due, if you have paid by instalments.

We are unable to transfer any monies paid between bookings.

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6. If we change or cancel your Booking

We reserve the right to cancel your booking at any time. However, in no circumstances will we cancel your booking less than two months before the start date of your program, except for reasons of minimum numbers not being attained, force majeure (as defined below), failure on your part to pay the final balance or complete all necessary forms, or for any other reason beyond our control.

We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.

Circumstances amounting to "force majeure" including any event which is beyond our reasonable control or the reasonable control of the supplier of the service(s) in question, including without limitation; war, threat of war, riot or civil commotion, fire, strike, industrial dispute, actual or threatened terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, flood, epidemic or pandemic illness and all similar events.

We plan the arrangements of your booking many months in advance and may occasionally have to make changes, most of which are minor and we will advise you of them at the earliest possible date. If a major change becomes necessary, we will advise you of the change as soon as reasonably possible.

If we make a major change to your travel arrangements, or cancel your start date, you will have the choice of either:

a) Accepting the change
b) Accepting an offer of an alternative program or start date from us. If the alternative is of a higher price, you will pay the difference. If the alternative is of a lower price, we will keep any difference as credit for you toward any extras or a future booking.
c) Placing your booking on hold and deciding on an alternative program or start date at a later time

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7. Our liability, conditions of carriage and limitations

Our obligations and those of our suppliers are to take reasonable skill and care in arranging the services, facilities and activities offered as part of your booking. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your program may involve. The services and facilities included in your booking will be deemed to be provided with reasonable skill and care if they comply with any local regulations which apply.

We shall have no liability where the cause of the failure to provide, or failure in, your travel arrangements or any death or personal injury you may suffer is not due to any fault on our part or that of our agents or supplies, because it is either attributable to you, or attributable to someone unconnected with your program and is unforeseeable or unavoidable, or is due to a force majeure event or unusual or unforeseeable circumstance beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or in an event which neither we, nor our agents or suppliers could have foreseen or forestalled.

If you purchase any optional activities that are not part of your program itinerary, the contract for that activity will be between you and the activity provider. We are not responsible for the provision of such activities or for anything that happens during the course of its provision by the activity provider. The decision to partake in any such activity is entirely at your own discretion and risk. If you do have any complaint about, or problem with, any optional activity purchased locally, your claim should be directed to the activity provider and not to us.

We may offer travel arrangements in regions where standards of accommodation, transport, safety, hygiene, medical facilities and other infrastructure may, at times, be lower than those you normally expect. Your booking is accepted on the understanding that you realise the hazards involved in this kind of program, including injury, disease, loss or damage to property, inconvenience and discomfort. The whole philosophy of this type of travel is one that allows alternatives and a substantial degree of on-trip flexibility.

Changes in itinerary may be caused by local political conditions, flight cancellations, mechanical breakdown, weather, border restrictions, sickness or other unforeseeable circumstances.

Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or failure of passengers to check in on time.

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8. Complaints Process

If you have any feedback, issues or complaints during your program, you must inform the local in-country team immediately who will be able to address the situation. If you are not happy with the actions taken in response, please follow this up with us via email within 28 days of your program end date. We will acknowledge your email within 7 days and aim to provide a full response within 28 days. Failure on your part to notify us and the local teams will deprive us of the opportunity to investigate and to take appropriate action to put things right whilst you are on your program and may affect your legal rights.

As noted, standards of accommodation, cleanliness, hygiene, health and safety and other services may be quite different from what you are accustomed to at home, and you should be prepared for this. We will do our best to prepare you for the likely standards you will encounter before you depart, but we are not liable for any refunds as a result of complaints about standards which we have adequately described.

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9. Visa, Health, Passport and Travel Documentation

Whilst we are able to provide basic advice to customers regarding passports and visa requirements, you should check with the appropriate Embassy, Consulate or Foreign Office for the exact requirements for your chosen program and date of travel. It is your responsibility to ensure that you have the correct passport and visas for your travel arrangements.

We are unable to offer advice on any health or medical matters. It is your responsibility to ensure that you obtain proper and detailed medical advice prior to travel.

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10. Privacy Policy

Our Privacy Policy sets out what information we collect, how we collect it and what we do with it.

Your Information
This refers to a combination of personal information such as:

  • your name, date of birth, gender, email address, telephone number, passport details, medical information and travel insurance details;
  • details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
  • any additional information relating to you that you or a third party has provided to us directly or indirectly

It is not required that you register with Bamboo. Some areas of our website require collection of certain personal details in order to facilitate our response to your request for service. By providing personal details you are agreeing to our use, collection and storage of the information in order that we can provide you with the services that you request and also contact you about certain promotions. This information is stored using strict protocols to ensure security, information integrity and privacy. You have the right to ask in writing not to receive direct marketing material from us. Once properly notified by you, we will take steps to stop using your information in this way.

We gather certain statistical information about visitors to our website including IP addresses, browser type, ISP, referring/exit pages, operating system, date/time stamp and clickstream data. We use this information, which does not identify individual users, to analyse trends, to administer the site, to track users' movements around the site and to gather demographic information about our user base as a whole. This data is collected solely for internal use within Bamboo.

To ensure that we carry out your instructions accurately, improve our service and for security and fraud, we may review, monitor and/or record: (1) telephone calls; (2) transactions and activities at all points of contact; and (3) web traffic, activities etc. and social media. All recordings and derivative materials are and shall remain our sole property.

When you are travelling with us, we may take video and still images of you that may be used in our advertising or on our website. All travellers on our programs authorise us to use images of themselves, such as photographs and videos. If you do not wish for this to happen, please notify us via email. If you send us a review, we may use this on our website, on social media sites and for advertising.

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11. Local Laws & Customs

Laws and customs of the country or countries you visit can be very different to those in your home country. Be aware of your actions to ensure that they do not offend, especially if you intend to visit religious areas. There may be serious penalties for doing something that might not be considered illegal where you are from. It is your responsibility to familiarise yourself with, and respect, local laws and customs. If you fail to do so, we will have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements.

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12. Behaviour

A booking is accepted on the strict understanding that you undertake to comply with the laws, customs, drug and all other regulations of any countries visited during the program as well as hygiene, safety and security rules. In addition, many of our programs have their own rules and behaviour guidelines, which are intended to ensure your safety and enjoyment of the program. You will be advised of any specific program rules within in your pre-departure information and/or during your orientation.

If you commit any illegal act when on the program, or if in the reasonable opinion of the local in-country team, your behaviour is disruptive, threatening or abusive we may terminate your travel arrangements at any time without liability on our part. Full cancellation charges will apply.

In any of these circumstances, no refunds or compensation will be paid to you and we will not meet any costs or expenses you may incur as a result of your program being terminated. Criminal proceedings may also be instigated.

If you are affected by any condition, medical or otherwise, that might affect your or other people's enjoyment of the program, you must advise us of this at the time of booking.

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13. Police/Criminal Record Check

When signing up to any program involving work within vulnerable communities you are agreeing to undergo a police/criminal record check to ensure your suitability for placement and will be asked to provide a copy of this a minimum of two months before your start date. This check must have a valid issue date that is within 1 year of your program start date.

We reserve the right to delay your program until a sufficient check has been completed. Should you fail to provide us with this, or we deem your check to be unsuitable, you must change to a program that does not require a check or cancel your placement entirely.

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14. Sharing of Information

By agreeing to our Terms of Conditions, you consent that we may create Facebook groups for you to join along with other travellers on the same program as you. This enables you to communicate with other members of your group before departure if you wish to. Please note, the Facebook groups will only be created for specific programs.

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15. Participation Requirements

All travellers are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen program as described on our website or Facebook group.

Anyone suffering from mobility impairment, illness or disability or undergoing treatment for any physical or medical condition must declare the true nature of such condition at the time of booking and must make arrangements for the provision of any medication or other treatment which may be required during the program.

We reserve the right to refuse or cancel your booking at any time if we feel the enjoyment and/or safety of yourself, other participants or our team may be compromised by your participation and in this case, you will not be eligible for a refund.

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16. Arrival in Country

You are responsible for making your way to the program start location. You must advise us of your arrival details and/or of any changes to these details at the earliest possible opportunity. Should you arrive outside the agreed start date/time for your program, or do not advise us of your correct arrival details, including in the event of a flight delay whilst you are en-route, you will have to cover any necessary transport costs.

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17. Bamboo Code of Conduct

This code of conduct sets out the standards of behaviour that is expected of our travellers. This code of conduct is designed to help you achieve the most out of your program in a safe manner. It also ensures that the organisations and people we work with are treated with respect and consideration. A breach of the code of conduct may result in your contract with us being terminated and you being removed from the program without compensation.

You must:

  • Listen to, and follow the advice or instructions of your in-country team
  • Understand that you are a representative of not only the Company but also your country of origin and act accordingly
  • Agree to a zero tolerance policy towards the possession and use of illegal substances. If you are found in possession of, or under the influence of such substances, you will have your program contract terminated immediately
  • Respect and seek to understand the culture of the country you are placed in and be tolerant of the customs and behaviours of the local people
  • Respect your family and local community regarding the consumption of alcohol
  • Be aware of potentially different attitudes towards sexual relationships in the country which you are visiting and understand the effect that any such relationship may have on individuals and the local community
  • Treat all people with dignity and respect
  • Dress appropriately at all times with regard to the culture you are surrounded by
  • Do not engage in political demonstrations or illegal activities
  • Understand that the project and accommodation provided is non-changeable in country without the prior approval of the in-country co-ordinator
  • Keep your in-country co-ordinator informed of your plans about trips and weekends
  • Consult your in-country co-ordinator outside normal working hours only for an emergency

On the Program
You must:

  • Endeavour to maintain a positive mental attitude throughout your program
  • Act as a conscientious member of the team
  • Abide by all the rules of the project at which you are volunteering and respect other members of your group including staff
  • Not accept payment of any kind for the volunteer work that you are doing
  • Work hard to achieve not only your own personal goals but also those of the project and the local people you are helping
  • Listen to, and follow, the instructions of your in-country team
  • Inform the in-country team if you are at any time unable to fulfil the duties to which you have committed to
  • Contact Bamboo if you wish to extend your program, which will include without limitation, arranging payment for additional accommodation and program costs. It is not possible to extend your stay without official written confirmation

You must:

  • Respect local custom and abide by the rules of the accommodation in which you are staying
  • Check with either the homestay family or owner of the accommodation before inviting anybody into your room
  • Be aware that overnight visitors are not allowed
  • Respect the accommodation you are using and pay for any damage you may cause to the property
  • Keep your room clean and tidy
  • Not smoke in your accommodation
  • Stay at the accommodation allocated to you
  • Settle any outstanding bills before leaving the accommodation
  • Be aware that there will be no refunds for unused food and/or accommodation

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We have attempted to state the terms of this agreement in a clear and concise manner, but if there is anything you do not understand or wish to have explained, you should seek independent advice from a lawyer, Citizens Advice Bureau, Law Centre or other agency.