Unfortunately we have seen a huge shift in expectations in recent years when it comes to the ownership of responsibilities (particularly the financial burdens) when unexpected events occur. Requests for consideration “outside of policy” are no longer the exception and as a small business we simply cannot absorb the constant impact unexpected customer events have. Sufficient flexibility has been built into our cancellation policy allowing for most unplanned situations to be worked around.
The below sets out the responsibilities of each party to the booking, specifically regarding attendance. These form the basis of the offer for services (by us), which is accepted (by you, or someone on your behalf) when a booking is confirmed. They are not exhaustive and do not extinguish any other T&C’s that apply.
Operator Responsibilities
- We agree to take responsibility for providing you as much information as reasonably necessary for you to be able to attend your booking, on time, in the right location.
- We agree to make ourselves available for questions and to reply within reasonable time frames, however please keep in mind we are a small family run business and are not online 24-7.
- Where a scheduled service are unable to proceed, e.g. due to weather, we agree to bear the operational losses involved in honoring the re-booking or refund policy provided to you for “operator cancellations” per the website / agent wesbite your booking was made via. We are unable to refund bookings made via third party websites.
Customer Responsibilities
- You agree to provide a correct and accurate email address and Australia phone number for us to contact the participant(s) prior to the booking.
- You agree to read all of the policies and information given to you at the time of purchase and in the lead up to your booking, including any reminder or other emails sent to you.
- You agree to take full responsibility for turning up on time and on the date of your current booking, and if not, to release the operator of any further liability where you cannot or do not attend your booking, for any reason. This includes failing to arrive in time. We recommend getting there 30 minutes prior to departure but in any case, no less than 15 minutes prior for check in.Departure times are strictly adhered to.
- You agree that minimum numbers (public tour bookings) and suitable weather are two fundamental requirements for services to be able to proceed and accept the risk that tours in some cases may not proceed, irrespective of any other plans made (e.g. hotel bookings, ferries).