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TERMS & CONDITIONS

Your travel has been booked on the basis of the following terms and conditions:

The enclosed ticket(s) ("voucher(s)") have been booked by us on your behalf with various Service Providers. Each Service Provider may have their own terms & conditions applying to your travel. It is important that you read the relevant & corresponding brochure for each of your bookings in order to understand all applicable terms & conditions. If you require additional information to that contained in the brochure then we recommend that you contact the Service Provider for further clarification.

BOOKING /TOUR CONFIRMATIONS

Your responsibilities

Tickets with booked dates: It is your responsibility to ensure you redeem your tickets on the dates booked. If you wish to change these dates you must advise us before we issue your service vouchers. It is YOUR responsibility to directly advise us and tour operators of any existing or previous medical conditions like: Asthma, Heart Conditions, Allergies, Dietary Requirements, etc. If you are refused to participate any of the activities booked on your behalf through any pre or existing medical condition, then failure to declare these at time of purchase will result in a 100% cancellation fee. 24 hours prior to your travel date, please contact us on +61 0413 856 769 to re-confirm your booking details including courtesy hotel pick up if applicable.

CANCELLATION and REFUNDS

Credit card fees, and additional fees paid to us for deposits of accommodation and luggage storage are not transferable or refundable.

Please note that deposits on bookings are also non-refundable but may be used as online credit towards future bookings.

If you cancel your travel, you must pay us a fee of 50% of the value of the travel that was booked on your behalf and cancelled ("Cancellation Fee"). In addition, if a Service Provider charges us for the cancelled travel you must also pay us the amount that we are charged on your behalf by the Service Provider. It is therefore possible your cancellation fees could be up to 100% of the cost of the booking, regardless of whether travel has commenced (for example cancellations made within 24hrs of travel or certain flight bookings).

The Cancellation Fee will apply in all cases where a tour is able to run. For example, if you are unable to reach a tour due to an "act of God" (for example a road is cut off due to flooding) the normal Cancellation Fee will apply if the tour still runs in your absence or would have run but for your absence. If a tour or other travel service is cancelled by the Service Provider, we will refund you the amount paid for the tour or other travel service less a 20% administration fee ("Admin Fee"). The 20% Admin Fee does not apply to: Dive Courses where you fail a Dive Medical test; or Skydives cancelled by the Service Provider within 3 days of booking due to weather, and a full refund will apply. Flight & bus bookings will, in many cases, incur a 100% cancellation fee. Where a refund or other payment applies, you may choose to transfer the whole cost of the tour (less any operator cancellation charges) to another tour. Whilst we normally attempt to process refunds swiftly, situations (such as natural disasters) may result in up to 30 days processing time, due to high volume.

Special Tours

·         Some Day Tours, Snow Tours and Special Season Tours are NON-CANCELLATION after booking confirm and paid in full.

·         Some attractions, group tours and other services are based on suppliers & wholesaler terms & conditions indicated in each product.

 Tour Packages

If you cancel your tour packages, the following refund policy applies:

·         Cancellation more than 21 days before the date of the day trip – 50% of the booking value (except for hotel accommodation) will returned to you less any costs we incur in sending the money back to you.

·         Less than 21 days before the day of the trip – 0% of the booking value will be refunded.

·         Changes to the date of your trip (except for hotel accommodation that we’ve already paid in full to suppliers) can be made free of charge when made more than 40 days before the date of the trip but can only be made once per booking.

·         Cancellation fees imposed on us by our suppliers will also be passed on.

·         Some special tours will not allow cancellation after booking. Please prefer to term & conditions of Service Providers in individual tour before making tour booking.

We & our service providers reserve the right to cancel the trip at any time. If we cancel the trip, a full refund will be made to the customer.

Please note that in the case of Natural Disasters (eg flood, fire, cyclone, etc) many Service Providers do not offer any refund, hence we cannot provide a refund to you. We strongly recommend Travel Insurance to cover this situation.

TRAVEL INSURANCE

We endorse the recommendation of the Department of Foreign Affairs and Trade that all travellers take out travel insurance. It is your personal responsibility to purchase your own travel insurance to cover any liability which may be incurred to us or a Service Provider and other travel misadventures that you wish to be insured against. We recommend that you source travel insurance with a low excess payment, to make claiming on cancelled tours worthwhile.

SERVICE PROVIDERS

We endeavour to attractions, restaurants, cruises, day tours and package tours that will meet your expectations. However, we take no responsibility for any matters that arise with regard to or during individual tours or arrangements with individual Service Provider. We appreciate your feedback, whether complaints, compliments or suggestions. However, to the extent permitted by law we will not be responsible to you for any loss, expense, or damage that you may suffer during any particular tour, accommodation or travel, no matter the cause. These matters are the responsibility of each individual Service Provider and you agree that you will not hold us liable in any such circumstance.

PRICES

Tour Fares are in Australian dollars per person, include GST (Goods and Services Tax) and are subject to change without notice. A fuel levy may apply when world oil prices exceed the allowance in the fare and will be additional to the tour price. We endeavour to package the best value tours available at the best prices. However, we take no responsibility for price fluctuations arising from changes in the prices charged by Service Providers occurring before final payment. Accordingly, the price of your travel is subject to change until such time as you pay for the travel in full.

EXTRA COSTS

Many tours have extra costs and you should be aware that there may be added expenses. These expenses will differ for each Service Provider but some of the more usual extras are: EMC Tax, Stinger suit Hire, Luggage storage, Sleeping Bag Hire, Linen Hire, National Park Fee, Food, Insurance, Accommodation, Equipment Hire, Petrol Levy. We will alert you to extra costs to the extent reasonably practicable. However, you must also check with each individual Service Provider when you confirm your ticket.

PASSPORT VISA and IMMIGRATION

It is your responsibility to fulfil the passport, visa and other immigration requirements for all transiting and stopover destinations applicable to your itinerary. You should confirm these with these with the relevant High commissions, embassies and/ or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Any fines, penalties, payments, or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility. Your passport must be valid for 6 months beyond your travel to or return date into Australia.

TRAVEL WITH CHILDREN

Children fares are specified in each tour. Children occupying seat do not have child seat installed on board. All children (above two years) require their own seat and must be secured whenever the seatbelt signs are on. Infants (below two years) may be carried on the lap of an adult and will be provided with special seatbelts. Please contact us if you inquire children seats for young guests (extra fees apply). If you are travelling with children, it’s your responsibility to look after and supervise them during your trip. Our staff will do what they can to help, but you must be able to properly care for all the children on your booking.

ITINERARY & PHOTOS

Itineraries and days of operation are subject to change or withdrawal without prior notice. All photos using on our tours, itineraries, brochures & websites do not indicate the exact attractions and sightseeing of the tour you are going to attend.

ONBOARD CONDITIONS

Day Tours

Smoking: smoking is not allowed

Seating and Seat Rotation: We do not guarantee you any seats on the tour’s first in first seating when boarding time.

No food /Drink Consumed on Coach: In the interests of keeping our coach clean and hygienic please do not drink (other than water) or eat food (other than as required for medical reasons) on our coach.

LIABILITY

The service information has been obtained from the relevant suppliers and should be considered as an indicative guide only. Updated information can be obtained by contacting us on the day of booking. Itinerary subject to change without prior notice. We act as a co-ordinator for all persons taking these tours. We do not own, manage, control, or operate any transportation vehicle any hotel or restaurant or any other supplier of services. We only act as an agent for the suppliers /service providers to the related travel services provided and assumes no responsibility for tour cancellation, the loss or damage to baggage or property or for any injury illness or death or for any damages or claims howsoever caused arising directly or indirectly from accidents loss or damage to person or property delays transport failure strikes wars and uprisings or acts of God etc over which we have no control.

We take no responsibilities for the acts and omissions of third parties that customers may encounter whilst on our trips.

You release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip.

2020 - QueenTours TERM & CONDITIONS.pdf