Our Privacy Policy outlines the personal information we collect, how it is gathered, the ways it is used and protected, and the rights you have in relation to your information. As our business and legal obligations evolve, this policy may be updated, so we encourage you to review it regularly.

Acknowledgement

We acknowledge the Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands and waterways throughout Australia where we live, work and operate. We honour Elders past, present and emerging, and recognise their enduring connection to Country, culture and community.

About This Policy

This Privacy Policy describes how we collect, manage, store and disclose personal information when you interact with our business or use our services. It is designed to provide transparency about our privacy practices so you can make informed choices when providing your information.

Responsibility for overseeing privacy compliance has been assigned to our Customer Support Officer, who helps ensure personal information is managed in accordance with this policy and applicable privacy legislation.

Information We Collect

Making an Enquiry or Booking

When you contact us about a service or make a booking, we may request information such as:

• Full name
• Date of birth
• Title and gender
• Postal or residential address
• Telephone number
• Email address
• Dietary preferences or restrictions
• Travel insurance information
• Passport details, including nationality and country of birth
• Health declarations or medical information were required
• Details of disabilities, accessibility requirements or medical conditions relevant to your booking
• Accommodation information associated with your travel arrangements

Payment Information

Payments made by credit card are processed through secure third-party payment providers. We do not retain your card details. Where a refund is required, we may ask for your bank account details so the payment can be returned securely.

Photos and Videos

During tours or activities, photographs and video recordings may be taken by staff members, professional photographers or other participants. If you prefer not to appear in any images or recordings, please notify the photographer or your tour guide at the time.

Marketing and Customer Interactions

We may collect personal information when you:

• Sign up for our newsletters
• Request brochures or travel information
• Participate in competitions or promotional campaigns
• Respond to advertising
• Share your travel interests or preferences with us

Customer Feedback

Following your booking or completed travel experience, we may invite you to complete a survey or provide feedback. Information collected may include your name, email address, booking reference and comments. Where appropriate, we may contact you to understand your feedback better or discuss your experience.

Job Applications

If you apply for a position with us, we may collect information relevant to the recruitment process, including your résumé, supporting documents, contact details, address, date of birth, accessibility requirements and any other information needed to assess your application.

Why We Collect Your Information

We only collect, use and disclose personal information where permitted by applicable privacy laws. Depending on the circumstances, our lawful basis for processing your information may include:

• Legitimate interests — providing requested services, responding to enquiries and communicating with you.
• Legal obligations — complying with laws, regulations and government requirements.
• Contractual obligations — fulfilling bookings and agreements you have entered into with us.
• Consent — processing sensitive information, including health information, and sending marketing communications where consent is required.

Managing Your Booking

Your personal information is used to organise and deliver the travel services you have booked, including accommodation, transport and planned activities. It may also be used to:

• Verify your identity during your travel experience.
• Send booking confirmations, travel updates and important notifications.
• Meet supplier requirements and legal obligations relating to reservations and travel documentation.
• Share relevant medical information with authorised personnel where necessary to protect your health or safety and only where permitted by law or with your consent.

Providing medical information is generally optional, but doing so may enable our staff to provide more appropriate assistance if required during your trip.

Photos and Videos

Photographs or video recordings captured during your trip may be used for promotional or marketing purposes, where appropriate permission has been obtained. If professional photography is organised, you will be asked to complete a consent form before any images are used.

Marketing

Where permitted by law, we may use your personal information to:

• Inform you about products or services that may interest you.
• Send promotional offers, discounts and special deals.
• Deliver newsletters or travel updates if you have subscribed.
• Share relevant offers from selected partners where appropriate.

You may unsubscribe from marketing communications at any time.

Customer Feedback

Feedback allows us to improve our services and enhance customer experiences. Responses may be reviewed, analysed and combined with de-identified information for reporting, planning and service improvements.

From time to time, we may also invite customers to participate in research projects, interviews or surveys that help us better understand customer expectations and improve future products and services.

Job Applicants

Information collected during recruitment is used to evaluate applications, communicate with applicants and support our hiring processes. If you accept employment with us, the information you provide will become part of your employment records.

How We Collect Information

We collect personal information directly from you when you contact us by telephone, email, web chat, online forms, printed forms or in person. Information may also be collected when you subscribe to communications, complete surveys or participate in promotional activities.

In some situations, authorised third parties such as travel agents or individuals making bookings on your behalf may provide your information. If you provide another person’s personal information, you must ensure that you have their permission and that they understand this Privacy Policy.

Sharing Your Information

Service Delivery

To process enquiries, manage bookings and deliver the services you have requested, we may share your personal information with organisations involved in providing your travel arrangements, including:

• Related companies and authorised staff members
• Local tour operators and destination management companies
• Travel agents and booking partners
• Accommodation providers, transport companies and activity operators
• Payment service providers and other approved suppliers
• Government departments or regulatory authorities, where required by law

Where another operator is responsible for delivering part of your booking, only the information necessary to provide that service will be shared. Those organisations are responsible for handling your information in accordance with applicable privacy laws.

Support Services

We engage trusted third-party providers to assist with business operations, including website hosting, information technology support, payment processing, cloud storage, analytics and customer service. These providers may access personal information only when required to perform their contracted services and are expected to maintain appropriate privacy and security standards.

Sharing With Your Consent

Where you have given your permission, we may disclose your information to other parties. For example, customer testimonials or reviews may be published together with your name if you have agreed to this.

Internal Business Purposes

Personal information may be shared within our business where necessary to administer bookings, provide customer support, improve our services, analyse customer feedback and communicate information about products or services that may be relevant to you.

If our business undergoes a sale, merger, restructure or similar transaction, personal information may be transferred as part of that process where permitted by law. Where required, affected individuals will be notified.

Other Disclosures

We may disclose personal information to law enforcement agencies, insurers, healthcare professionals or other authorised organisations where required by law, to investigate suspected fraud, meet legal obligations, or protect the health, safety or legal rights of individuals.

Selling Personal Information

We do not sell your personal information to third parties.

International Transfers

Where personal information is transferred outside Australia to service providers or business partners, we take reasonable steps to ensure appropriate privacy, confidentiality and security measures are maintained in accordance with applicable privacy legislation.

Your Privacy Rights

Depending on the privacy laws that apply to you, you may be entitled to:

• Access the personal information we hold about you.
• Request corrections to inaccurate or incomplete information.
• Request the transfer of your information to another provider where applicable.
• Ask us to restrict or cease certain processing activities.
• Request deletion of your personal information where permitted.
• Withdraw consent where processing relies on your consent.

If we are unable to fulfil a request, we will explain the reasons where required by law.

You may also unsubscribe from marketing communications whenever you choose.

Individuals protected by international privacy legislation may have additional rights, including the ability to object to particular processing activities or request data portability where available.

If you believe your privacy rights have been breached, you may lodge a complaint with the appropriate privacy regulator or data protection authority.

Contacting Us

If you have any questions about this Privacy Policy, wish to exercise your privacy rights or believe your personal information has not been managed appropriately, you may contact our Customer Support Officer.

To protect your privacy, we may ask you to verify your identity before responding to your request. We will investigate all enquiries and complaints and respond within a reasonable period. If you remain dissatisfied, you may refer your complaint to the relevant privacy or data protection authority.

Retention of Personal Information

We retain personal information only for as long as it is reasonably necessary to:

• Deliver the services you have requested.
• Meet legal, accounting and regulatory requirements.
• Resolve disputes.
• Protect and enforce our legal rights.

The length of time information is retained depends on the nature of the information, the reason it was collected, applicable legal obligations and any associated privacy risks.

Information Security

We maintain a combination of physical, technical and organisational security measures designed to safeguard personal information against unauthorised access, misuse, alteration, disclosure or accidental loss.

If a data breach occurs, we will respond in accordance with applicable legal requirements, including notifying affected individuals and relevant authorities where required.

Third-Party Websites

Our website may include links to external websites or online services operated by third parties. We are not responsible for the privacy practices, policies, or content of those websites, and we encourage you to review their privacy policies before providing personal information.

Third-party features, including social media plugins or widgets, may collect information directly under their own privacy policies.

Cookies and Website Usage

We use cookies and similar technologies to improve website performance, remember your preferences, and better understand how visitors interact with our website.

Cookies may collect information,n including:

• IP address
• Browser type and device information
• Operating system
• Time zone
• Referring website
• Pages visited
• Time spent browsing the website
• Search activity and website interactions
• Products or services viewed
• Website performance and error data

Most information collected through cookies is aggregated or anonymised unless it can reasonably identify an individual.

Why We Use Cookies

Online Bookings

Cookies help remember your selections while using our online booking system, including searches and saved preferences, making it easier to complete your reservation.

Improving Website Performance

We use cookies, together with analytics technologies, to understand how visitors use our website, identify technical issues, monitor performance, and continually improve website functionality and user experience.

Personalised Content and Marketing

Cookies allow us to display content, products, services and promotional offers that may be more relevant to your interests. Advertising partners may also use cookies to display relevant advertisements on other websites based on your browsing activity.

Types of Cookies

Our website uses both first-party cookies, which are placed directly by our website, and third-party cookies provided by trusted service providers.

These cookies may be used for:

• Website functionality
• Remembering user preferences
• Measuring website performance
• Analytics and reporting
• Advertising and marketing

Analytics providers may collect anonymous information such as page views, browsing behaviour and time spent on individual pages. This information is used to prepare statistical reports and improve website performance. We do not intentionally use analytics services to identify individual users.

Managing Cookies

Most web browsers allow you to manage cookie preferences. You can choose to:

• Accept all cookies.
• Reject some or all cookies.
• Select which categories of cookies are permitted.
• Delete cookies previously stored on your device.

Please note that restricting or turning off cookies may affect certain website features, including online bookings and personalised functionality.

If you have already accepted cookies, you can remove them by clearing your browser’s stored cookies and adjusting your browser settings for future visits.

Terms and Conditions

Acknowledgement of Country

We acknowledge the Traditional Custodians of the lands and waters throughout Australia where we operate our tours and conduct our business. We pay our respects to Elders past, present and emerging and recognise their enduring connection to Country, culture and community.

Who We Are

These Terms & Conditions apply to every tour, experience and travel service provided and operated by our company.

Our Contract

When you make a booking with us, you agree to be bound by these Terms & Conditions. A booking becomes confirmed once you receive a booking confirmation or invoice from us. These Terms & Conditions apply from 1 August 2025 until 31 March 2027. During this period, itineraries, schedules, prices or operational details may change where necessary.

Booking Confirmations

Bookings must be finalised and confirmed no later than 72 hours before the scheduled departure unless otherwise advised.

Before You Travel

Before You Book

Before confirming your reservation, please ensure that you:

• Read these Terms & Conditions carefully.
• Understand the itinerary, tour style and physical activity involved.
• Inform us of any dietary needs, medical conditions or accessibility requirements.

It is your responsibility to ensure you are familiar with this information before travelling.

Traveller Responsibilities

Travellers must comply with all Australian laws, regulations and any instructions provided by guides or staff throughout the tour.

Requests to cancel a booking must be submitted in writing. While exceptional circumstances supported by documentation may be considered, approval is not guaranteed.

If you become ill or injured during the tour, you must notify your tour guide or staff member as soon as possible.

Refunds are not available if you arrive late, leave the tour early or join after the tour has already commenced. Any resulting expenses remain your responsibility.

Traveller Information

To complete your booking, you may be required to provide:

• Full name and contact details.
• Email address.
• Nationality or Australian postcode.
• Dietary requirements.
• Relevant medical information.
• Passport details or approved photo identification are required, including for domestic flights.

Special Requirements

Please notify us at least seven days before departure if you have:

• Medical conditions.
• Dietary requirements or allergies.
• Mobility or accessibility requirements.

We will make reasonable efforts to accommodate your needs; however, this cannot always be guaranteed, particularly for tours operating in remote or regional locations.

Travel Insurance

We strongly recommend that every traveller obtain comprehensive travel insurance before departure. Your policy should ideally include cover for:

• Medical treatment and emergencies.
• Personal accident and public liability.
• Lost, stolen or damaged belongings.
• Trip cancellation, delays and travel interruptions.

Travel insurance is compulsory for Comfort Style Tours, and proof of insurance may be requested before travel begins.

Payment Terms

Day Trips

Full payment is required when the booking is made.

Short Break & Extended Tours – Original / Adventure Style

Full payment is payable at the time of booking.

Short Break & Extended Tours – Comfort Style

• A 5% deposit is required when booking.
• The remaining balance must be paid no later than 51 days before departure.
• Travellers may also choose to pay the full amount when making the booking.

Cancellations & Refunds

Traveller Cancellations

Day Trips

• Less than 24 hours’ notice or failure to attend: 100% cancellation fee.
• 24 hours or more before departure: full refund.
• Winery Tours require at least 48 hours’ notice to qualify for a full refund.

Original / Adventure Style Tours

• Cancellation within 14 days of departure or failure to attend: 100% cancellation fee.
• Cancellation 15 days or more before departure: full refund.

Comfort Style Tours

• 0–30 days before departure: 100% cancellation fee.
• 31–50 days before departure: a 50% cancellation fee applies.
• 51 days or more before departure: full refund.

Flexible Options

Subject to availability and before cancellation fees apply, travellers may change their departure date as many times as required.

Travel credit may also be transferred and remains valid for up to three years.

Operator Cancellations

In some circumstances, tours may be cancelled due to operational requirements, safety concerns or extraordinary events beyond our control.

Where applicable, customers may receive one of the following options:

• A full refund.
• Transfer to another available departure date.
• Travel credit valid for three years.

Where cancellations result from force majeure or similar events, any refund may be reduced by unrecoverable costs already incurred. We are not responsible for expenses such as flights, visas, accommodation, insurance or other independently arranged travel services.

For operational or safety reasons, itineraries may also be modified without prior notice.

Alcohol, Drugs & Passenger Conduct

Alcohol is not permitted on board our vehicles.

Passengers may be refused travel or removed from a tour without a refund if they:

• Are affected by alcohol or illegal drugs.
• Behave aggressively, abusively or threaten others.
• Refuse to follow lawful safety instructions.
• Engage in disruptive or inappropriate behaviour.

Any additional expenses arising from a passenger’s removal from a tour are the responsibility of that passenger.

Child Policy

Day Trips

Selected day tours are suitable for children, although some have minimum age requirements.

Winery tours are strictly limited to travellers aged 18 years and over.

Child restraint seats may be requested in advance; however, availability cannot be guaranteed.

Short Break & Extended Tours

Minimum age requirements vary by destination and tour style.

Travellers aged 75 years or older must provide either a signed medical certificate or a completed waiver at least 30 days before departure.

Weather Policy

Tours generally proceed in most weather conditions.

Refunds are not available because of:

• Rain, wind, heat or cold that does not create a safety risk.
• Minor itinerary adjustments caused by weather conditions.
• Personal dissatisfaction with the weather experienced during the tour.

If a tour cannot operate because of severe weather or official government safety advice, customers may choose:

• An alternative departure date.
• Travel credit valid for three years.
• A refund, less any unrecoverable costs.

Travellers should monitor weather forecasts before departure and bring suitable clothing and equipment.

Luggage Policy

• Day trips: One small backpack weighing approximately 5–7 kg.
• Round-trip tours: 1 bag up to 15 kg plus 1 day bag up to 5 kg.
• One-way tours: One bag up to 23 kg plus one 5 kg day bag.

Oversized luggage, sporting equipment, and similar large items can only be carried if approved in advance of departure.

Pick-up & Drop-off

Complimentary pick-up and drop-off services are available from selected city locations.

Please arrive at your designated departure point at least 10 minutes before the scheduled departure time.

Travellers who miss the departure because they arrive late are not entitled to a refund.

Third-Party Bookings

If your booking was made through a travel agent, online travel platform or another third-party provider, it will also be subject to that provider’s booking conditions. Any amendments, cancellations or enquiries should be directed to the business through which the booking was originally made.

Final Agreement

By completing your booking, you acknowledge that you have read these Terms & Conditions, understand their contents, and agree to be legally bound by them.