We recommend you work your way through these Frequently Asked Questions which should answer most, if not all, of your queries. If you still can’t find the answer you are looking for, please contact us and one of our front-of-house team will be very happy to provide all the answers you need. Thanks!
Will I get a refund if my booking is cancelled due to Covid-19?
In the event that we’re unable to operate, or our guests can’t get to us, due to a new regional or national lockdown you can choose either:
- A full refund, or
- A rebook to an alternative date of your choice, or
- An exchange to a gift voucher valid for 2 years from the end of the lockdown.
Do we ride all the ziplines on our tour?
Absolutely! Your EcoZip Adventures experience will have you zipping first over our working vineyard, on a zipline called Vineyard Cruise. Next you’ll zip over a swathe of beautiful native forest, on ziplines called City View and Kurinui. Check out The Experience page of our website for more information on your tour experience.
Do I need to book in advance?
Yes, we highly recommend you book in advance, especially on weekends and in high season.
While you are of course welcome to simply turn up, we may not be able to get you on the next tour departure, so a quick call to our friendly reception team will put you completely in the picture – call us at +64 (0) 9 372 5646.
Is there an age and/or weight limit?
There is no age limit, but participants under 18-years of age must be accompanied by a parent or guardian properly authorised to agree to our Booking Terms and sign the Participation Waiver on the minor’s behalf.
To participate in the EcoZip experience you need to weigh at least 30kg (66lbs) but not more than 125kg (275lbs).
If you think you or one of your party might be outside these parameters we recommend jumping on a set of bathroom scales to check.
Sadly, and as much as we’d love to ‘zip’ you, if you fall outside these weight limits you won’t be able to participate.
And just so we can never be accused of being ‘weightist’…we discretely weigh everyone at check-in! But don’t worry, no one gets to see what the scales tell us!
How do I get to the EcoZip location?
Waiheke is just a pleasant 35-minute ferry ride with Fullers Ferries, from the downtown Auckland Ferry Terminal on Quay Street. Passenger ferries depart frequently from Quay St or there is a car ferry service from Halfmoon Bay with SeaLink. You can buy your tickets at the quayside or, for ease, why not add them to your EcoZip booking.
When you make your booking you’ll be offered a choice of pick-up locations, either at Matiatia (the terminus for the Fullers passenger ferry), Oneroa village or Bus Stop 6, our interchange point for the Explorer Hop-on Hop-off bus tour service.
If you want to arrive in style give us a call and we can talk to you about other travel options, including a seaplane to a local beach or helicopter direct to our onsite helipad!
Is the Auckland ferry ticket included in the price?
Sorry, your ferry ticket is not included in our tour price. You can purchase a ferry ticket at the downtown Auckland Ferry Terminal on Quay Street or you can easily add it to your EcoZip booking.
Alternatively, visit Sealink for current ticket pricing for vehicles or passengers from Halfmoon Bay.
How long is the tour experience?
If you’re coming by passenger ferry from Auckland and joining us at the Matiatia passenger terminal, from pick-up to drop-off you should allow about 3 hours.
If you’re driving to our site at the top of Trig Hill, near Onetangi, you should allow for about 2 hours on site.
What age must children be to qualify for child pricing?
Children are deemed to be anyone 15-years of age and under.
For our family price package, of $337, a family is considered to be 2 adults and 2 children (15 and under) or 1 adult plus 3 children (15 and under).
What do I need to bring with me?
Ziplining is an outdoor activity and New Zealand weather is very changeable – we often experience “four seasons in one day”!
The sun’s rays in New Zealand, even on a cloudy day, can be very intense. Sunscreen and a hat or cap (which can fit under a helmet) are highly recommended.
If cold weather is forecast, bring a warm jersey or fleece.
Will the tour go ahead if it’s raining or very windy?
Firstly, please dress for the unexpected!
Ziplining is a great experience, rain or shine. So we’ll go ahead even if it is raining, and give you wet weather gear if you haven’t brought your own.
If the wind gets above 35 knots, we may have to cancel the tour for safety’s sake.
If this happens, you’ll have the option to change the time and/or date of your tour, or get a full refund.
View the Ecozip Cancellation and Amendment Policy.
How many other people will be in our group?
There may be up to 12 people in your group and you’ll be escorted by 2 highly trained EcoZip guides. Our guides will stay with you for the duration of your tour.
What happens if I decide I don’t want to zip?
Nerves are natural and we understand that taking that step off the first take-off deck can be a little a daunting, especially for anyone who has previously had a bit of a fear of heights. But you can rest assured that you’re in the hands of two highly trained and experienced zipline guides, who are there to ensure that you not only have fun, but that you’re safe too. Plus you’re riding some state-of-the-art zipline equipment when you’re at EcoZip Adventures, and all our kit – from harnesses to helmets, from ziplines to guy-cables – are subjected to a rigorous daily, weekly and monthly inspection routine. But even if knowing this you’re still feeling a bit nervous talk to our guides on the day, they’re there to help and we have a few tips and tricks to help you take the plunge!
Sadly if, on the day, you choose to cancel and not to zip we can’t offer you a refund as by the time you’re checked-in and geared-up, we wouldn’t be able to resell your space to other would-be participants. But people deciding not to zip is a real rarity and we’re pretty confident that when you see our set-up you’ll be raring to go! There’s more info on our safety systems, just in case you need it, on our safety page.
What can I take with me on the flying-fox ziplines and forest walk?
You’re very welcome to take a camera, smartphone or GoPro-style video recorder on tour. All we ask is that for the security of your device, and the safety of our other clients, your phone, camera or GoPro is attached to your clothing or harness by a strap or lanyard. If you don’t have a strap or lanyard for your device, at check-in ask our team about our ‘phone bungees’.
If you don’t want to use your device ‘mid zip’ you can also fit an average-sized smartphone or small digital camera in the pouch attached to your zipline harness.
Is the interpretive forest walk optional?
The guided element of the forest walk is optional, but the walk itself is not!
Should you prefer to walk the track without guidance and commentary, the path is well marked. You will, however, need to be back at our visitor centre before your scheduled tour’s van departure time.
What shoes should I wear?
The track is 1.4km in length, so footwear suitable for a walk of that distance is a good idea. In the winter months, especially after periods of rain, the track may be muddy, so don’t wear those brand-new, ultra white numbers!
What are your cancellation or amendment conditions?
For full details of our cancellation conditions and information on how you can amend your booking please have a look at our cancellation policy.