Terms and Conditions

Introduction

By making a booking with us, you agree to comply with the terms and conditions set forth below. These terms apply to all tours, transfers, and related services provided by us. Please read them carefully to ensure that you understand your rights and obligations.

1. Definitions

“Business,” “we,” “us,” and “our”: Refers to Go Explore Melbourne, its agents, employees, representatives, contractors, or affiliated entities.

“Customer,” “you,” and “your”: Refers to the person or persons making the booking and all members of the booking party, including any additional or substitute participants.

“Services”: Refers to all services provided by us to the Customer under these Terms, including all tours, transfers, and related activities.

“Goods”: Includes all items, luggage, personal belongings, and equipment brought or caused to be brought onto our vehicles or premises by the Customer.

“Tour Package”: Refers to the specific combination of services offered by us, including tours, transport, and activities as outlined in the booking.

2. Quotation, Pricing, and Services

Quotations: A quotation will be provided for your selected tour, including fees for third-party services and any applicable additional charges. Prices for private customized tours are based on the vehicle, itinerary, and additional requests, while small group tour prices depend on the chosen route.

Price Adjustments: Tour prices may vary due to factors such as fuel charges, admission fees, seasonal changes, and other costs. We reserve the right to update pricing based on these factors, which will be reflected on our website and other media.

Price Guarantee: Once you accept our quotation and pay the booking deposit, the tour price is guaranteed. Any changes to the itinerary or additional service requests after deposit payment may incur additional fees.

Included Services: Tour fees include tour guide services, transportation per the itinerary, and admission fees to specified attractions (if indicated). All prices include Goods and Services Tax (GST).

Excluded Services: Tour fees do not include personal travel insurance, meals (unless specified), personal shopping, gratuities, or optional activities.

3. Booking and Payment

To secure your booking, a non-refundable deposit of 20% of the total cost of the tour package (excluding ticket bookings), or an amount specified in the deposit invoice, is required. This deposit must be paid within 7 days upon issuance of the invoice, or upon receipt if it is less than 14 days before the tour start date. This deposit will be credited towards the total cost of the tour package.

The remaining balance of the tour package is payable as follows:

For single-day tours, the balance is due upon completion of the tour.
For multi-day tours, the balance is payable at the end of each day of the tour.
100% of the cost for any ticket bookings made through us must be paid 7 days prior to the tour date.

Payments can be made in cash, via credit card, mobile payment, or electronic bank transfer. All payments must be made in Australian Dollars (AUD). Customers are responsible for any currency conversion fees or transaction fees incurred during the payment process.

Failure to pay the required balance may result in the termination of the tour. No refunds will be issued for any portion of the tour not yet completed, and any unpaid amounts will remain due and payable.

4. Confirmation and Invoicing

Once the deposit is received, we will send a confirmation email detailing the remaining balance and payment options. Invoices will reflect the total cost of the services provided and any amounts already paid. The invoice will include any non-recoverable costs in the event of cancellation.

5. Changes to Bookings

Change Requests: Customers may request changes to the tour date or itinerary at least 7 days before the scheduled tour date. Such requests must be made in writing and are subject to availability and our discretion. Changes may incur additional fees based on the timing of the request, supplier policies, and any differences in tour costs. Administrative fees may also apply.

Changes Due to Extreme Weather: Extreme weather conditions may require changes to tour plans to ensure guest safety. This may include canceling activities, changing routes, or ending the tour early. In such cases, we will work with guests to offer rescheduling options where possible. Guests are encouraged to stay informed about weather forecasts and travel advisories issued by the attraction or activities providers.

Late Change Requests: Requests for changes made less than 7 days before the scheduled tour date will be treated as cancellations and will be subject to the cancellation policy outlined in Clause 7.

Availability and Pricing: Changes are subject to availability, and additional costs may apply, especially during peak travel seasons or special events.

6. Cancellation Policy

Cancellations made by the customer are subject to the following terms, depending on the season in which the tour is scheduled:

Non-Peak Season (May to November):

4 to 7 days before the tour date: The 20% non-refundable deposit will be forfeited. Any remaining balance paid will be refunded, less any non-recoverable expenses.
3 days or less before the tour date: The 20% non-refundable deposit and 100% of the ticket fares will be forfeited.

Peak Season (December to April):

8 to 14 days before the tour date: The 20% non-refundable deposit will be forfeited. Any remaining balance paid will be refunded, less any non-recoverable expenses.
7 days or less before the tour date: The 20% non-refundable deposit and 100% of the ticket fares will be forfeited.

7. Liability and Indemnity

We are not responsible for any delays, changes, or cancellations caused by unforeseen circumstances beyond our control, including but not limited to natural disasters, strikes, or government actions.

By booking and participating in our tours, customers acknowledge that they do so at their own risk and agree to indemnify us against any claims for injury, loss, or damage. Details regarding our liability and indemnity, including information about assumption of risk, third-party services, and limitation of liability, can be found in our Disclaimer Policy.

8. Time Management and Overrun Clause

Punctuality and Flexibility: We aim to provide a flexible and enjoyable boutique tour experience. However, to ensure all guests can enjoy the tour, customers are requested to adhere to the scheduled times for pick-ups, departures, and activities as outlined in the tour itinerary.

Waiting Time: If a delay is not communicated, our driver/guides will wait for up to 30 minutes beyond the scheduled departure time at each stop. After this period, the tour may proceed without the late participants, and the itinerary may be adjusted to accommodate the delay. No refunds will be provided for missed portions of the tour due to customer lateness.

Overrun Fees: If the tour exceeds the scheduled end time due to customer lateness or actions causing delays, we reserve the right to charge an overrun fee. The fee will be AUD 50 for each additional hour or part thereof beyond the agreed tour duration. This fee covers additional time, fuel, and staffing costs incurred due to the delay. Customers will be notified as soon as it is evident that the tour will overrun.

9. Health, Safety, and Passenger Guidelines

Customers must inform us of any medical conditions or medications that could affect their health during the tour. This information will be kept confidential and used only if necessary.

All passengers, including adults and children (defined as anyone under 16 years of age), must wear seat belts while the vehicle is in motion, in compliance with the law.

We provide child seats upon request. Parents or guardians must provide accurate information about the number and ages of children requiring child seats at the time of booking. Parents or guardians are responsible for ensuring that children use the provided child seats. Failure to provide accurate information may result in the cancellation of the booking without a refund.

Customers are responsible for their own safety and must follow all instructions from our staff. We reserve the right to refuse service or remove any customer behaving inappropriately, disruptively, or in a manner that jeopardizes the safety of others.

10. Airport Transfer Policy

Waiting Time for Airport Transfers: For airport transfers at locations such as Melbourne International Airport and Avalon Airport, our drivers will wait at the terminal for up to 90 minutes after your flight’s scheduled arrival time. If you encounter significant delays (e.g., luggage damage, slow customs clearance), please contact the driver immediately. If no communication is received and the delay extends beyond 90 minutes, our driver will assume the customer has forfeited the service, and no refund will be provided.

Extended Waiting Time: If you notify the driver of a special reason for the delay, the driver will wait an additional 15 minutes. After 120 minutes of waiting, if you still require service, an overrun fee of AUD 20 will be charged for every additional 30 minutes of waiting time.

Incorrect Information: If we are unable to provide the airport transfer service due to incorrect information provided by the customer (such as incorrect address, flight number, cruise terminal name, or pickup time), no refund will be issued for the transfer service fee.

11. Luggage Restrictions

Customers are advised to bring small day packs or carry bags for one-day tours. Customers must accurately report the number and size of luggage items when booking.

If the number of luggage items exceeds what was reported and the vehicle is unsuitable for travel, customers must pay an additional fee or arrange for alternate transportation at their own cost.

For safety reasons, luggage must not block emergency exits or become projectiles while driving. Trailers may be provided for excess luggage at an additional cost.

12. Goods and Prohibited Goods

Goods: Customers are responsible for the safety and security of their personal belongings. We are not liable for loss, damage, or theft of personal items.

Prohibited Goods: Customers are prohibited from bringing illegal substances, firearms, hazardous materials, and any items that could pose safety risks. We reserve the right to inspect, confiscate, or dispose of prohibited items without liability.

13. Itineraries

We reserve the right to alter routes or itineraries due to road, weather, or group conditions. Adjustments may include traveling routes in reverse or substituting destinations to ensure the safety and satisfaction of all guests.

We will provide notice of any significant changes where possible.

14. Travel Insurance

Customers are strongly advised to purchase travel insurance to cover potential risks, including cancellations, medical emergencies, and loss of personal belongings. This insurance should also cover changes or cancellations due to extreme weather conditions, ensuring that customers are protected from unforeseen circumstances that may impact their travel plans. We do not provide insurance coverage for these risks.

15. Responsible Business

We reserve the right to subcontract work to reliable and accredited industry partners. All affiliated companies must have the necessary accreditations and insurance to ensure customer safety and quality of service.

16. Amendments

We reserve the right to amend these Terms and Conditions at any time. Any changes will be effective immediately upon being posted on our website. Customers will be notified of any significant changes via email or other communication methods provided at the time of booking.

17. Customer Responsibilities

Customers are expected to behave responsibly and follow all instructions provided by our staff during tours. Customers must comply with all local laws and regulations while participating in our tours. It is the customer’s responsibility to provide accurate information at the time of booking and inform us of any changes.

18. Force Majeure

We are not liable for any failure or delay in performing our obligations under these terms if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, natural disasters, pandemics, or governmental restrictions.

19. Complaints and Dispute Resolution

If you have a complaint during the tour, please bring it to the attention of our staff immediately so we can address the issue promptly. Any disputes arising under these terms and conditions shall be resolved amicably. If a resolution cannot be reached, disputes will be subject to the jurisdiction of the courts of the state of Victoria.

20. Privacy

We respect your privacy and are committed to protecting your personal information. By making a booking, you consent to our collection, use, and disclosure of personal information in accordance with our Privacy Policy.