Tour Terms and Conditions
1.Our agreement
These booking terms and conditions apply to bookings you make with Australian Adventure Group Holdings Pty Ltd (ACN 661 075 163) trading as Discovery K'gari Adventures (whether over the phone, by email or with our call centre) as well as online bookings you make on our website or on our related sites (including travel agents and partners) offering our products. We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking and that person will bind all such travellers to these terms and conditions.
2.Payment
Customers must pay for their tour in full at the time of booking. Agents must submit a credit application which must be approved before alternative payment arrangements can be accessed.
3.Bookings, changes and cancellations
For operational reasons we may need to operate substitute vehicles or change the date or time of your tour. For example, to accommodate weather and tide conditions. We will give you as much notice as possible of any such changes. If you cannot participate in a re-scheduled tour, then we will give you a full refund except that we cannot refund the amount of any credit card fees charged in connection with your booking.
Customers wishing to change or cancel their tour must do so at least 48 hours before the tour departure time or fees may apply (see below). Any changes are subject to availability.
You must check in and confirm the names of all customers participating on a tour and any dietary or other requirements at least 72 hours before the time for departure (see below). You may request changes (including to the names of the participating customers) after this time, and we will do our best to accommodate your request. However, we cannot guarantee it. If we can accommodate a request for late changes then we reserve the right to charge you any additional fees or surcharges associated with the request.
We can accommodate customers with limited mobility, (on our day tours only) but we ask that you raise any concerns about access and mobility with us at the time of booking or of confirming your booking to ensure that the tour is suitable.
Customers need to be able to board and alight the bus using stairs either alone or with assistance.
Where bookings are open dated or a booking is changed to an unspecified date, the tours must be taken within 12 months of the date of the original booking after which time your voucher for travel will expire.
4.Fees and surcharges
Fares: Our quoted rates are valid between 1 April and 31 March the following year. Different rates apply to children (aged 14 years and under), adults (aged from 15 years to 64 years), senior concession (aged 65 years and above) and families comprising two adults and two children.
Public Holiday Surcharge: Tours operating over a public holiday may be subject to an additional surcharge payable at the time of booking.
Credit Card Surcharge: A credit card surcharge of 1.5% may be charged if you use a credit card to pay for your booking.
Day Tour Cancellation Fee: Cancellations within 48 hours of the tour departure time or a customer’s failure to attend the tour at the scheduled time will attract a 100% cancellation fee. If you wish to reschedule your booking within 48 hours of the tour departure time, we may be able to accommodate your request but do not guarantee it as it will be subject to availability. If we can accommodate your late request then we may charge a re-booking surcharge of $50 to cover the costs of any National Parks fees and catering ordered in connection with your original tour booking.
2-Day Tour Cancellation Fee: Cancellations within 7 days of the tour departure time or a customer’s failure to attend the tour at the scheduled time will attract a 100% cancellation fee. If you wish to reschedule your booking within 7 days of the tour departure time, we may be able to accommodate your request but do not guarantee it as it will be subject to availability. If we can accommodate your late request then we may charge a re-booking surcharge of $50 to cover the costs of any National Parks fees and catering ordered in connection with your original tour booking.
5.Information from you
The terms of our access to National Parks require us to collect certain information in respect of each customer participating on a tour. If you do not provide the required information, we cannot finalise the booking.
Please advise us of any dietary or other requirements at the time of booking and when you reconfirm your tour (see below).
Any requirement to bring prams, strollers, wheelchairs, luggage, or similar items on the tour vehicle must be raised with the reservations team in advance of the tour. Failure to do so may result in us being unable to accommodate your requirements on the day of your tour.
Personal information is collected and managed in accordance with our privacy policy which can be accessed here
6.Confirmation
Please ensure that you check in for your tour at least 72 hours prior to departure. Failure to do so may result in us being unable to accommodate all your needs.
All passengers will receive an email 7 days prior to departure to complete, here you can pass on any last-minute dietary requests and confirm pick up times and locations. Please check your spam / junk folder of this does not show in your inbox.
If you do not receive your check in email, please contact us via email res@discoverykgari.com or by calling our reservations team between the hours of 9am and 5pm (AEST) any day of the week on +61 7 4138 7130.
7. Participating on tour
You will be picked up for your tour from your pickup location. Please arrive at your pickup location at least 5 minutes before your scheduled pickup time to ensure that the tour and other pickups run on time. Guests who fail to arrive at their pickup point on time risk missing their tour and being classed as a 'no show'.
While on the tour you are responsible for your own personal safety in respect of the inherent dangers that exist at Fraser Island. For example on Fraser Island you will be exposed to heat and sun. Fraser Island is home to wildlife that can cause you harm if you are not vigilant such as snakes and dingoes. Your guide is trained in first aid and carries a first aid kit on tour but is not responsible from protecting you from these dangers.
The tour group will remain together as a group for the majority of the tour. However, you will have the opportunity at various times to participate in additional activities such as an extended walk or swimming independently.
If you choose to swim during your tour you must ensure that you participate in any swimming or water activities within the range of your own abilities. These activities are not supervised by any life savers or any other person. During this time your tour guide may be occupied with other customers or may be preparing your catering.
We expect all of our customers to respect other guests and staff on the tour and to comply with all instructions given by the tour guide. We will remove any customer who poses a health or safety risk to others or who’s behaviour negatively impacts other customer’s enjoyment of the tour. We will not pay any refund to any customer removed in such circumstances.
8.Consent to use of images
You consent to us using images taken of you during your tour for advertising and marketing purposes. This may include posts on social media. Please notify your guide at the start of the tour if you do not wish to appear in any photos or video.
By connecting your own images with us in social media posts, you agree that we can re-post or use such images. We will credit the origin of the original post in each case.
9. Limitation of liability
To the fullest extent allowed at law, we exclude all implied warranties together with all liability for loss, death, injury or damage that you may suffer (directly or indirectly) as a consequence of booking or participating in the tour or for any breach of these terms and conditions by us. You agree to release us, our officers, employees, agents and representatives from any and all liability and you irrevocably waive any claims that you may have against us arising out of or in connection with your booking or participation on the tour.
For any liability that cannot be excluded at law, our liability is limited to, at our sole discretion, providing you with a tour of equivalent value or refunding the amount paid by you for your tour.
You may not make any claim against us that relates to indirect or consequential loss, loss of profits or economic loss or for punitive or exemplary damages.
10. Travel Insurance
Guests are strongly advised to take out travel insurance to cover themselves in the event of unforeseen circumstances.
11. Feedback
We welcome feedback from all of our customers. Feedback on tour can be given via this online form: https://form.jotform.com/241761778860872
12. General
These terms and conditions are governed by the laws of the State of Victoria and the parties submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in that place.
If any provision set out in these terms and conditions is unenforceable or void by law then it is to be severed from these terms and conditions. The remaining provisions will remain in full force an effect provided that the severance of the relevant provision has not materially altered their intended operation.
13. Open-dated Vouchers
Guests who hold an open-dated voucher must contact our office to secure their preferred date of travel, which is subject to availability. Guests wishing to use their open-dated voucher for travel on a tour which runs over a public holiday may be subject to a public holiday surcharge.
Open-dated vouchers are not a ticket to travel until a date of travel has been secured with our office and a confirmation has been issued. Once a date of travel has been secured, the booking will then be subject to our regular terms and conditions. Any open-dated voucher which is not used before it's given expiry date will be forfeited without refund. Open-dated vouchers are valid for 12 months, unless otherwise stated.