At the Government’s recent announcement to move New Zealand to Alert Level 3 Snowplanet MUST remain closed until we move to Level 2.
We will adhere strictly to the advice of our Government during these testing times but are committed to re-opening, and are working behind the scenes in preparation so that once again we can share great snow experiences! we expect to open in a limited capacity at Level 2 but will return to normal operations as fast as we are allowed.
We will remain in contact with You, our customers and followers, so watch out for updates in periodic newsletters and on Facebook.
Our phones are unlikely to be answered during this time so we are asking people to contact us with any questions you might have using the following methods:
- Directly using the email email@example.com , in which you will get a personal response within 48 hours
- Via this website. A number of our pages have contact forms specific to the products and services being browsed. Again, you will get a personal response within 48 hours
- Via Facebook. Our Snowplanet Facebook page is continuously monitored and should be answered within hours of you posting
We are also receiving a number of common questions, so have created a Covid-19 FAQ section below. As we receive more queries, we will update our FAQ section accordingly.
What will happen to our existing Memberships?
Memberships will be extended for the duration of the closure period once we reopen. You don’t need to do anything. We will do it automatically.
What will happen to our Private Lessons?
If you have already booked a lesson that cannot be taken whilst we are shut, we will contact you to allow you to rebook. This process has already started at Level 3.
What will happen to Birthday Parties we have booked?
If you have already booked a birthday party that cannot be taken whilst we are shut, we will contact you during Level 3 and Level 2 to allow you to rebook or offer a refund on what you have paid.
What will happen to those who have booked into the April School Holiday Program?
The April School Holiday program did not go ahead, so we will contact you during Level 3 and Level 2 to offer you a full credit into either the July or September Holiday program. If you cannot make either of those, we will offer a full refund. See below if you purchased your April School Holiday program via GrabOne or Groupon.
What will happen to the balance of our Term Programs?
If you were enrolled in any of our Term School, After School, 365 Race or 365 Freestyle programs we will subtract that balance from the next program you enroll in. If you are unable to enroll in another program, we will offer you a pro rata credit for you to use against any Snowplanet product you wish.
What will happen to unused vouchers from GrabOne, BookMe and Groupon?
Memberships: if you have purchased a Membership, your membership will not start until you come into Snowplanet and activate it, so your purchase is safe.
Holiday Program: the April School Holiday program did not go ahead, so you can use your voucher as a credit to the July or September Holiday program. If you cannot make either of those, please write to GrabOne or Groupon and ask for a refund.
Day and Day Pass Combos: for all Individual and Family Day Passes, Combos and Lessons with an expiry date of 9th April, we will automatically extend these passes 30 days from the date we re-open to the public.
Birthday Parties: if you have booked a birthday party that cannot be taken whilst we are shut, we will allow you to rebook when we reopen to the public or offer a refund on what you have paid.
All other passes: for all other products and passes that were booked via Groupon or BookMe and scheduled for whilst we are shut, please contact Groupon or BookMe and ask for a refund or an extension.