East Coast Tours Terms & Cancellations

Terms & Conditions

Contents

• Your Responsibilities
• Prices/Extra Costs
• Travel Risk/Insurance
• Date Changes
• Deposits & Partial Payments
• Merchant Fees
• Other
• Transfers
• Itinerary Tours, Accommodation & Transport Substitution
• Information & Advice
• Client Cancellations
• Supplier Cancellations
• Refunds
• Accountability/Misconduct

All information provided at any time by East Coast Tours and our affiliates is subject to these Terms & Conditions. This includes but is not limited to tour information, pricing, blog posts, travel advice, itinerary information and availability.

Your Responsibilities

Age Requirments

Please advise us before booking if any passengers are under 18 years old to ensure this is the appropriate trip. 

Reconfirmation

You must reconfirm all booked tours and itineraries prior to travel as specified on your voucher or ticket. If applicable, notes such as dietary requirements, pick-up locations and additional fees should also be confirmed at this time. Reconfirmations cannot be actioned through East Coast Tours/Mr Travel and must be done so directly through the Service Operator as specified on each ticket.

Ticket Discrepancies

It is your responsibility to notify us of ticket discrepancies. Please read through the details on your voucher thoroughly to ensure all details such as passenger names, ages and dates of travel on vouchers/tickets are correct.

Medical Conditions & Food Allergies

It is the responsibility of all passengers travelling to advise both your travel agent at the time of booking and the individual tour check-in agent, before boarding, of any medical conditions including food allergies you may suffer from.

Check-in 

You need to allow adequate time to check-in prior to the specified departure time. Please refer to the specific tour page for full check-in instructions. Guests unable to attend their ticketed tour, transport or accommodation due to delay or lateness will not be eligible for a refund.

Scuba Diving 

If you are undertaking any scuba diving activities, please read and meet the scuba diving medical requirements and information before travel.

Prices/Extra Costs

All prices are stated in Australian dollars and include GST. The Service Operator reserves the right to alter prices and extra costs. Extra costs may include EMC fees, Stingersuit/Wetsuit Hire, Luggage Storage, Insurance, Linen Hire, National Park Fees, Fuel Levies, Dietary Fees, etc. Bonds may also apply.

We will also endeavour to communicate these extra costs with you at the time of booking, and on your ticket. However, it is your responsibility to confirm which (if any) additional costs apply with each Service Operator upon reconfirming your trip.

Travel Risk/Insurance

It should be noted that adventure travel involves risk. Whilst we make every effort to safeguard clients, we cannot be responsible for personal injury or loss due to the actions of our clients which are beyond our control. We highly recommend that all clients have travel insurance covering illness, injury, loss or damage to personal belongings and not being able to travel on the confirmed date of departure. You should also ensure your travel insurance will cover special circumstances including weather events preventing guests from travelling to their tour departure destination and cancelled flights due to unforeseen circumstances. 

Guests embarking on activities such as scuba diving, jet skiing, skydiving and hiking experiences should purchase insurance appropriate for the risks involved with these activities. 

Tours with compulsory travel insurance

Some tours require travellers to have their own travel insurance, organised individually and outside of East Coast Tours. Your tour operator may ask to see proof of such insurance before or during travel. East Coast Tours takes no responsibility for losses incurred by denied travel if guests fail to read the terms and conditions of your tour and/or take out a suitable insurance policy for the trip.

Date Changes

Tickets for tours, transport and accommodation are subject to price fluctuations. If you decide to change your booked dates, you may incur additional supplier fees. If you wish to change the dates of your booked tours, transport or accommodation you must organise it with the Service Provider directly with reasonable notice.

If you or the service provider requires us to change your dates, a $20 administrative fee will be applied, per person per tour.

Date Change Requests

All date change requests must be in writing and sent via email to: admin@mr-travel.com. Date changes attempted via online chat or phone will not be actioned.

Deposits & Partial Payments

Deposits or partial payments paid to East Coast Tours for planned tours, accommodation, transport and travel itineraries are non-refundable & non-transferable if you are unable to proceed with your booking. East Coast Tours charges a 1% card fee on top of any payment made which is non-refundable. 

Merchant Fees

Please be aware operators pass on credit card merchant fees so there is a non-refundable 1% surcharge for VISA and MASTERCARD card purchases.

Other

Terms and Conditions (including the Cancellation Policy) are subject to change.

All ticket/voucher reissues attract a $20 administration fee.

Transfers

The Service Operator reserves the right to limit courtesy transfers to select local accommodations. Private residences or Airbnb properties may be asked to meet at the closest confirmed location. Failure to meet at the specified pick-up location may be treated as “No Show”, for which the Client Cancellation Policy applies. Not all tours offer transfers, please refer to the individual product to see if this is applicable to your tour.

Itinerary Tours, Accommodation & Transport Substitution

Any specific accommodation, tours, transport, activities or product listed in our itineraries is subject to change according to availability. Our travel agents will do their best to secure you the specific listed accommodation, however, if not possible according to availability, East Coast Tours reserves the right to swap and substitute certain products for similar experiences, accommodation or transport that works with your timeframe.

Information & Advice

All information, advice or pricing provided by East Coast Tours and our affiliates, or through any of our team, is subject to change. East Coast Tours articles and products are provided online for general information purposes only and are intended as guides. Any advice interpreted from information on the website (including but not limited to financial, immigration, employment and tax information) is not specialist advice and does not constitute legal, tax or other professional instruction. East Coast Tours does not guarantee that any information provided is up-to-date or accurate. Please obtain professional advice before actioning any advice, including but not limited to tax, immigration, employment, travel restrictions and finances.

Cancellation Policy

Client Cancellations

Any client cancellation forfeits 50% of the total paid for each tour, plus any fees that are charged by the supplier. Therefore, if the supplier is also charging a 50% cancellation fee, you will receive no refund.

Cancellation Insurance Option

It is possible to reduce the cancellation fee to 25% by purchasing our Cancellation Insurance for just $50 per person. This needs to be purchased within 72 hours of the tickets being sent.

Cancellation Requests

All cancellation requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted via online chat or phone will not be actioned.

Tour Transfers

Transfers between tours can be made at the suppliers' discretion, however, it should be noted that supplier fees may apply. Tour transfers also incur a $20 administration fee. 

Accommodation Cancellations

In the event of a client accommodation cancellation, we require at least 48 hours notice to contact the accommodation provider. Your accommodation booking is non-refundable if less than 48 hours notice is given. Do note, that as we adhere to the terms and conditions of the accommodation providers that we use, some hotels and hostels are non-refundable.

Transport Cancellations

Any transport you have booked (including but not limited to buses, flights and ferries) through East Coast Tours is non-refundable and non-transferable. It might be possible to change flights however do note this must be done directly with the flight operator and we are unable to offer any support with this. This may incur change fees or cancellation fees, it depends on the terms and conditions of the flight operators themselves.

Cancellations Due To Delays, Injury Or Sickness

Cancellations made by the client for reasons outside of your control (including but not limited to weather or injury) are still subject to our standard cancellation policy. It is for this reason we strongly recommend you get fully comprehensive travel insurance, inclusive of cancellation insurance.

Supplier Cancellations

The Service Operator reserves the right to alter prices, alter itineraries, apply a fuel surcharge, cancel departures, arrange alternative transport and vary itineraries and services if necessary.

All departures and itineraries are subject to weather. Tours may be changed or cancelled for any reason at the discretion of the Service Operator. If the Service Operator has to cancel the trip or activity (prior to departure) and we cannot offer a suitable alternative, then a refund will be given minus a 20% administration fee and any associated card fees. We strongly recommend that you have travel insurance, especially during the wet season.

All add-on activities (including but not limited to scuba diving, stand-up paddleboarding, helmet diving, guided snorkel tours, banana boat rides and waterslides) are subject to availability and price changing, and may not be available during your tour without notice. Guests are not eligible for refunds on the grounds of non-operating extra activities.

In the unlikely event of your trip being cancelled or stood down, all guest communication is required to go through our Online Store via telephone or email. While there is a Sailing Whitsundays retail outlet located Airlie Beach, please be aware that they operate as a separate entity and are unable to access reservations made by the East Coast Tours/Mr Travel online department.

Refunds

All refunds are in Australian Dollars and must be placed back onto the same valid Visa or Mastercard that you used to pay for your booking. East Coast Tours/Mr Travel is not liable for exchange rate fluctuations or fees, or any other merchant/bank fees associated with domestic and/or international transactions.

Credit

Where a full refund is applicable, there is the option to transfer the whole cost of the tour to another tour or “Credit” to avoid the administration fee. A transfer fee of $20 will apply.

Refund Timeframe

You will be emailed confirmation once the refund has been processed. Once the refund has been processed, it may still take time for the banks to clear the amount. Please allow 7-10 business days for the funds to clear into Australian accounts and up to 21 business days for international accounts.

East Coast will always attempt to process refunds within a reasonable timeframe. However, unforeseen situations (including but not limited to natural disasters and lockdowns) may result in a wait of up to 90 days processing time, due to high volume.

Non-refundable Costs

Please note that all card fees, luggage storage fees, bus tickets, and transport tickets are non-refundable.

Accountability/Misconduct

All Service Operators have the right to provide client feedback and to cancel bookings based on feedback from other Service Operators. 

Please enjoy your travel experience in a kind and responsible manner.

East Coast Tours/Mr Travel will treat this as any normal client cancellation and therefore the cancellation fees stated in the Client Cancellation Policy will apply.

Thank you for booking with our Australian travel experts here at East Coast Tours/Mr Travel. If you would like any further advice, assistance in arranging accommodation, transfers or additional tours, please don't hesitate to get in touch.

Happy travels!