Terms of Use

1. Acceptance of Terms

Your continued use of the Website constitutes ongoing acceptance of these Terms of Use, together with our Privacy Policy, which is incorporated into these Terms by reference. We reserve the right to amend these Terms at any time. Amendments take effect as soon as the revised Terms are published on the Website. It is your responsibility to review these Terms periodically. The date at the top of this page indicates when the Terms were last updated.

These Terms apply to all visitors, guests, registered users and any other persons who access the Website, regardless of the device or means by which they do so.

2. Purpose of the Website

The Website is provided for informational and transactional purposes in connection with Merquorianroyalretreat, a hotel and casino resort located in Hanmer Springs, New Zealand. The Website enables visitors to:

• learn about the resort's accommodation, facilities and gaming areas;
• submit reservation requests and enquiries;
• view room rates, packages and availability;
• access information about responsible gaming resources; and
• contact the resort's team.

Nothing on the Website constitutes an invitation to gamble online. All gaming activities take place exclusively at the physical premises of Merquorianroyalretreat, , and are subject to applicable New Zealand law.

3. Permitted Use

You may use the Website only for lawful purposes and in accordance with these Terms. You agree that you will not:

• use the Website in any way that violates any applicable New Zealand or international law or regulation;
• attempt to gain unauthorised access to any part of the Website, its servers, databases or any system or network connected to it;
• transmit any unsolicited or unauthorised advertising or promotional material, including spam;
• introduce any virus, trojan, worm, logic bomb or other malicious or technologically harmful material to the Website;
• use any automated means, including robots, crawlers or scrapers, to access, monitor or copy any content from the Website without our prior written consent;
• reproduce, duplicate, copy, sell, resell or exploit any portion of the Website or its content for commercial purposes without express written authorisation from us;
• impersonate or misrepresent your affiliation with any person or organisation; or
• engage in any conduct that restricts or inhibits any other person's use or enjoyment of the Website, or that may harm us or our guests, or expose either to liability.

We reserve the right to suspend or terminate your access to the Website at any time and without notice if we reasonably believe you have breached any of these Terms.

4. Intellectual Property

All content published on the Website, including but not limited to text, graphics, photographs, illustrations, logos, trade marks, service marks, layout, software and code, is the property of or its licensors and is protected by New Zealand and international intellectual property laws.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and view the Website content solely for your personal, non-commercial use. This licence does not permit you to:

• modify or create derivative works based on any Website content;
• reproduce, publish, distribute or display any Website content without our prior written consent; or
• remove or obscure any copyright, trade mark or other proprietary notice contained in the Website content.

The Merquorianroyalretreat name, logo and all related marks are trade marks of . Nothing in these Terms grants you any right to use our trade marks without our prior written approval.

If you believe that any content on the Website infringes your intellectual property rights, please contact us at privacy@merquorianroyalretreat.com with full details of your claim.

5. Reservation Requests and Booking Terms

5.1 Reservation Requests

Reservation requests submitted through the Website are invitations for us to consider your booking. A binding reservation is only confirmed once you receive a written confirmation from , either by email or through the booking platform used to make the reservation. We reserve the right to decline any reservation request at our discretion.

5.2 Accuracy of Information

When submitting a reservation request or enquiry, you must provide accurate, current and complete information. We accept no responsibility for errors or delays arising from inaccurate information provided by you. It is your responsibility to review your booking confirmation carefully and notify us of any discrepancies promptly.

5.3 Rates and Pricing

All rates displayed on the Website are quoted in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) at the rate applicable at the time of booking, unless stated otherwise. Rates are subject to availability and may change without prior notice until a booking is confirmed in writing.

The following general rate conditions apply. Specific conditions for individual rate types or packages will be stated at the time of booking.

5.4 Cancellations and Amendments

Cancellations and amendments must be notified to us in writing before the deadline applicable to your rate type. We may require written confirmation before processing any cancellation or amendment. Failure to arrive on your scheduled check-in date without prior notification may result in the full cost of the reservation being charged.

5.5 Check-In and Check-Out

Standard check-in time is 2:00 pm and standard check-out time is 11:00 am (New Zealand Standard Time / New Zealand Daylight Time as applicable). Early check-in and late check-out may be available subject to availability and may attract an additional charge.

5.6 Payment Security

We take reasonable steps to ensure that payment information submitted through the Website is handled securely. Detailed information about how we process payment data is set out in our Privacy Policy.

6. Age Restrictions

In accordance with New Zealand law, access to the casino gaming areas at Merquorianroyalretreat is strictly limited to persons who are 18 years of age or older. Proof of age may be requested at any time. We reserve the right to refuse entry to the casino area to any person who cannot provide satisfactory evidence of age.

The Website is not directed at persons under the age of 18. By using the Website, you confirm that you are at least 18 years of age. If you are under 18, you must not use the Website or submit any personal information through it.

Guests wishing to make accommodation reservations for persons under the age of 18 must ensure that a responsible adult accompanies the minor throughout their stay. The accompanying adult accepts full responsibility for the minor's conduct on the premises, and in particular for ensuring that the minor does not enter the casino gaming areas.

7. Responsible Gaming

Merquorianroyalretreat is committed to promoting responsible gaming at its physical premises. Gaming is intended to be an enjoyable leisure activity. We encourage all guests to set personal limits and to seek assistance if gaming ceases to be enjoyable or begins to cause concern.

The following guidance and resources are available to guests and the public:

• Gambling Harm New Zealand — The New Zealand Government funds free, confidential support services for people affected by gambling. Information is available through the Problem Gambling Foundation of New Zealand and associated agencies, which publish guidance, self-assessment tools and self-exclusion options.
• Department of Internal Affairs (DIA) — The DIA administers New Zealand's gambling regulatory framework under the Gambling Act 2003 and publishes public guidance on responsible gambling, harm minimisation and complaint procedures. Their resources are accessible via the DIA's official website.
• Self-Exclusion — Guests who wish to restrict their own access to gaming facilities may request information about self-exclusion arrangements directly from our on-site team.
• Voluntary Limits — Guests are encouraged to set personal time and expenditure limits before engaging in gaming activities.

Our on-site team is trained to provide information about responsible gaming resources and can direct guests to appropriate support. If you have concerns about your own gaming behaviour or that of someone you know, we encourage you to seek assistance promptly.

8. External Links

The Website may contain links to third-party websites or resources for your convenience and information. These links do not signify our endorsement of those websites or any products, services or content they provide. has no control over the content of third-party websites and accepts no responsibility or liability for:

• the accuracy, legality or decency of any third-party content;
• any products, services or information offered on third-party websites; or
• any loss or damage that may arise from your use of, or reliance on, any third-party website.

When you leave our Website by clicking an external link, you should review the terms and privacy policy of the destination website, as they may differ materially from ours.

9. Website Availability

We aim to make the Website available at all times; however, we do not guarantee uninterrupted or error-free access. The Website may be temporarily unavailable due to:

• scheduled or emergency maintenance;
• technical failures or disruptions beyond our reasonable control; or
• circumstances constituting force majeure (see clause 10).

We reserve the right to withdraw, suspend or modify the Website or any part of it at any time without notice. We will not be liable to you or any third party for any interruption, suspension or withdrawal of the Website or any of its features.

We do not warrant that the Website is free from viruses or other harmful components. You are responsible for ensuring that your device and network are adequately protected before accessing the Website.

10. Limitation of Liability

10.1 General Disclaimer

The content on the Website is provided for general information purposes only. While we take reasonable care to ensure that information is accurate and up to date, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability or suitability of the Website content for any particular purpose.

10.2 Exclusion of Liability

To the fullest extent permitted by applicable New Zealand law, , its directors, employees and agents will not be liable to you for any:

• direct, indirect, incidental, special or consequential loss or damage arising from your use of, or inability to use, the Website;
• loss of data, profits, revenue, business or goodwill arising in connection with the Website;
• errors, omissions or inaccuracies in any Website content; or
• any unauthorised access to or alteration of your data or transmissions.

10.3 Consumer Guarantees Act 1993

Nothing in these Terms limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand consumer protection legislation that cannot lawfully be excluded or limited.

10.4 Force Majeure

We will not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause beyond our reasonable control, including natural disasters, acts of government, strikes, civil unrest, pandemic or epidemic events, failure of third-party infrastructure, or telecommunications outages.

10.5 Indemnity

You agree to indemnify and hold harmless and its directors, employees and agents from and against any claims, liabilities, damages, losses and expenses (including legal costs) arising out of or in connection with your breach of these Terms or your use of the Website in a manner not authorised by us.

11. Privacy and Personal Data

We collect and process personal data about you in accordance with our Privacy Policy, which is published on the Website and incorporated into these Terms by reference. Our Privacy Policy explains what data we collect, how we use it, how long we retain it, and what rights you have under the Privacy Act 2020 (New Zealand).

If you have any questions or requests relating to your personal data, including any matter concerning special-category personal data, please contact our privacy team at privacy@merquorianroyalretreat.com.

12. Governing Law

These Terms of Use and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of New Zealand.

The following New Zealand statutes are particularly relevant to the operation of the Website and the services described on it:

• Contract and Commercial Law Act 2017
• Consumer Guarantees Act 1993
• Fair Trading Act 1986
• Privacy Act 2020
• Gambling Act 2003
• Copyright Act 1994
• Defamation Act 1992

You irrevocably submit to the exclusive jurisdiction of the courts of New Zealand in respect of any dispute arising from or connected with these Terms or the Website.

13. Disputes

13.1 Initial Resolution

If you have a concern or dispute relating to these Terms or your use of the Website, we encourage you to contact us in the first instance so that we may attempt to resolve the matter informally and efficiently.

13.2 Formal Complaints

Formal written complaints may be submitted to us at the address or email below. We will acknowledge receipt of your complaint within five business days and aim to provide a substantive response within 20 business days of receipt, or notify you if more time is required.

13.3 External Complaint Bodies

If you are not satisfied with our response to a complaint, you may refer certain matters to relevant external bodies, including:

• The Office of the Privacy Commissioner — for complaints relating to the handling of your personal data under the Privacy Act 2020. The Commissioner's office offers a free complaints process and publishes guidance on its website.
• The Commerce Commission — for complaints relating to potential breaches of the Fair Trading Act 1986.
• The Department of Internal Affairs — for complaints relating to gambling harm or regulatory matters under the Gambling Act 2003.
• The Disputes Tribunal — for civil claims up to the applicable monetary threshold under New Zealand law.

13.4 Mediation

Prior to commencing formal legal proceedings (other than applications for urgent interim relief), both parties agree to attempt to resolve any dispute through good-faith negotiation or, if negotiation fails, through mediation facilitated by a mutually agreed mediator in New Zealand.

14. General Provisions

14.1 Entire Agreement

These Terms of Use, together with our Privacy Policy and any written booking confirmation issued to you, constitute the entire agreement between you and in relation to the Website and supersede all prior representations, understandings or agreements.

14.2 Severability

If any provision of these Terms is found to be unlawful, void or unenforceable for any reason, that provision shall be deemed severed from the remainder of the Terms, which shall continue in full force and effect.

14.3 No Waiver

Our failure to enforce any provision of these Terms on any occasion does not constitute a waiver of our right to enforce that provision or any other provision on a future occasion.

14.4 Assignment

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to any successor entity or as part of a restructuring or sale of our business without your consent, provided that your rights under these Terms are not materially prejudiced.

14.5 Language

These Terms are published in English. In the event of any inconsistency between an English version and any translated version of these Terms, the English version shall prevail.

15. Contact Details

For any questions, concerns or formal communications relating to these Terms of Use, please contact us using the details below:

Written correspondence should be addressed to the legal entity at the registered address above, marked for the attention of the Compliance Team.

16. Amendments to These Terms

We may revise these Terms of Use at any time by updating this page. Changes take effect immediately upon publication. We recommend that you return to this page regularly to stay informed of the current Terms. Material changes that significantly affect your rights or obligations will, where practicable, be communicated to registered users by email or by a prominent notice on the Website.

Your continued use of the Website after any amendments have been published constitutes your acceptance of the revised Terms.