Fraser Island Booking Terms and Conditions
1. Our agreement
These booking terms and conditions become the contract between you and FraserIsland.com.au (ABN 18 108 119 893) (“us”, “we”, “our”) when you make a booking with us for a tour provided by us. The relevant tour will be the one identified in the booking documentation provided to you in connection with your booking. By booking your tour with us you agree to be bound by these terms and conditions.
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 confirm the names of all customers participating on a tour and any dietary or other requirements at least 48 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 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.
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.
Re-booking 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.
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.
Please ensure that you reconfirm your tour directly with us at least 48 hours prior to the tour departure time. This is our opportunity to confirm any dietary, luggage or accessibility requirements with you directly. Failure to do so may result in us being unable to accommodate all of your needs.
We ask that you reconfirm the names of all customers participating on the tour and their dietary requirements. You can reconfirm by emailing firstname.lastname@example.org or by calling our reservations team between the hours of 9am and 5pm (AEST) any day of the week on 07 5449 0393.
7. What to bring
You will need to present confirmation of your booking on the day of your tour. We accept digital copies so that you don’t have to print your confirmation.
We recommend that you ensure that you have adequate sun protection, insect repellent, towel, swimmers, camera and a sense of adventure.
Morning tea is served at around 9am and lunch is generally served at midday. You may wish to bring a few snacks for between meals. To help us protect the environment, please bring a re-fillable water bottle which can be refilled by your tour guide during your tour.
8. Participating on the tour
You will be picked up for your tour from your pickup location. Guests must reconfirm direct with our reservations team their most convenient pickup location at least 24 hours prior to travel. 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.
9. Be COVID-safe
In response to the global corona virus health crisis, we have made some changes to how we operate. The health and safety of our guests, staff and community remain our top priority and as such we will continue to follow all Government and health department directives to ensure we minimise risk. We ask that all guests check the Queensland Government website for information regrading any current travel restrictions prior to making any bookings. All guests are strongly recommended to download the Australian Government's covid-safe app prior to travel with us. Extra precautions are being taken regarding catering preparation and allocation. All guests will be asked to sanitise their hands every time they board the vehicle and all vehicles will be undergoing additional cleaning and sanitising after all trips. All guests must be free of any cold or flu like symptoms, those displaying symptoms will not be permitted to board. Any guests who have booked travel and which fall ill are asked to contact our team to advise as soon as possible.
10. 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, such as #myfraserislandau or @fraserislandau, you agree that we can re-post or use such images. We will credit the origin of the original post in each case.
11. 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.
12. Travel Insurance
Guests are strongly advised to take out travel insurance to cover themselves in the event of unforeseen circumstances.
We welcome feedback from all of our customers. Feedback on tour can be given to your tour guide. If wish to provide feedback after your tour please contact us by email on email@example.com or by telephone on 07 5449 0393.
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.
15. 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.
Open-dated vouchers issued as a result of COVID-19 are valid for travel for 24 months from the guests original booked date of travel and this will be confirmed at time of issue.