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COVID-19 information and cancellation policy

COVID-19 information and how it may impact on your booking

The COVID-19 coronavirus has impacted on all of us and will continue to do so for some time, particularly with regard to travel. Australian travel destinations are slowly reopening, but many tours and activities have yet to restart or are operating with reduced capacity. While the regulatory requirements differ from state to state, generally, tour operators are introducing a broad range of measures to minimise the health risks for guests and guides. These include:

  • Adoption and implementation of an approved COVID-Safe plan
  • Introduction of physical distancing measures, including reduced group sizes and seating capacity on buses and other tour vehicles
  • Regular cleaning of vehicles and high-traffic areas
  • Sanitisation of equipment between uses
  • Provision of hand sanitiser for guests
  • Mandatory hand washing for guides at regular intervals
  • Minimisation of physical contact between guides and guests
  • Contactless payments for gratuities and add-ons.

Our cancellation policy

The adopted safety measures will invariably differ between tour operators and attractions, which is why we have introduced a COVID Cancellation Guarantee. Once you have booked a tour or experience on our website, you will receive a confirmation document with details of the tour operator. We urge you to check their website or contact them directly for details of their COVID-Safe plan. If you are unhappy with the measures being taken for any reason, you can cancel your booking within 24 hours and receive a full refund, regardless of how soon your tour or activity is scheduled to operate.

Once the 24 hour period lapses, our standard cancellation policy and booking terms and conditions will generally apply.

Our standard cancellation policy is as follows:

  • If you cancel your booking seven days or more in advance of the scheduled departure date, there is no cancellation fee
  • If you cancel your booking between four and six days in advance of the scheduled departure date, there is a 50 percent cancellation fee
  • If you cancel your booking within three days of the scheduled departure date, or after a ticket expiration date, there is a 100 percent cancellation fee.

We will waive these cancellation fees completely if either of the following apply:

  • You are impacted by official travel restrictions implemented after your booking was made
  • You have been diagnosed or are suspected of having COVID-19 by your health practitioner.

If you book a tour on our website via our affiliate partnership with Viator, their cancellation policy will apply.

If you have any questions, please contact us.

Travelling well

There are some general things you can do to enhance your travel experience during this period.

1. Check carefully for local travel restrictions and complete all required documentation well in advance (minimum notice periods apply in some jurisdictions). Remember that you will need to complete documentation for both your destination and return to your home state.

2. Leave extra time for all facets of your travel plans. You should expect delays at airports for documentation and health checks.

3. Ensure you have a mask and hand sanitiser with you for use during your flight or on public transport. When using taxis or ride shares, have a mask and hand sanitiser with you and minimise close contact with the driver. Prebooking a private transfer is the safest option.

4. Check your accommodation carefully to ensure it has been thoroughly cleaned. If you have any concerns, contact hotel management and request a room change.

5. Be organised. Pre-book all your activities and make restaurant reservations where possible. Due to reduced capacity, many good restaurants and bars will be booked out and will not accept walk-ups.

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