My trip has been cancelled because of bad weather, what should I do?
We’re sorry that you were unlucky with the weather, you can either re-schedule directly with the supplier or email our travel genius team on email@example.com and include your booking and contact details. Once you’ve emailed you can drop us a line on +61 2 5633 1149.
I'm not feeling well and want to cancel my trip, what should I do?
This is one of the times when travel insurance comes in handy. The first thing to do is to contact the supplier directly to let them know that you are unable to attend the tour. If you are unable to reschedule then you should contact your travel insurance provider. If you need assistance please drop our support team a line on firstname.lastname@example.org or +61 2 5633 1149.
I have to cancel my booking due to an emergency. Will I get my money back?
All cancellation requests are subject to the supplier terms and conditions, as well as our terms and conditions. Drop us an email on email@example.com and we will look into it for you.
What happens if it's raining? Will by trip be cancelled?
The weather can be changeable in Australia but your tour provider will endeavor to run the tour as long as the conditions are still going to be safe and enjoyable. When you re-confirm your tour this is a great time to check with the supplier the predicted weather so that you can plan what to bring and wear.
What happens if I sleep in and miss my tour?
If you wake up late or are stuck in traffic and think that you might miss your tour the best thing to do is to call the supplier directly using the number on your vouchers. If you need help making adjustments to your calendar just get in touch with our travel genius team on firstname.lastname@example.org or +61 2 5633 1149.
What do I do if I need help with my existing booking?
If you need help with an existing booking please email us at email@example.com, if your enquiry is urgent please follow up your email with a quick call on +61 2 5633 1149 so we can assist you right away.
How do i find out if i have any 'extra costs' on my trip
Many tours have extra costs and you should be aware that there may be added expenses. These expenses will differ for each Service Provider but some of the more usual extras are: EMC Tax, Stinger suit Hire, Luggage storage, Sleeping Bag Hire, Linen Hire, National Park Fee, Food, Insurance, Accommodation, Equipment Hire, Petrol Levy. We will alert you to extra costs to the extent reasonably practicable. However, you must also check with each individual Service Provider when you re-confirm your booking.
What are 'Extra Costs'?
Many tours have extra costs and you should be aware that there may be added expenses. These expenses will differ for each Service Provider but some of the more usual extras are: EMC Tax, Stinger suit Hire, Luggage storage, Sleeping Bag Hire, Linen Hire, National Park Fee, Food, Insurance, Accommodation, Equipment Hire, Petrol Levy. We will alert you to extra costs to the extent reasonably practicable. However, you must also check with each individual Service Provider when you confirm your ticket. All ticket/voucher reissues attract a $30 administration fee per item booked. Transfers between tours will incur a $30 administration fee and transfers are at supplier’s discretion.
I've booked 'open dated' tickets, how long are they valid for?
Most tour vouchers are valid for 12 months from date of purchase however please be aware that you may be subject to supplier price fluctuations. All ticket validity is specified on the tour voucher.
I've booked 'open dated tickets', how far in advance should I book my dates?
We recommend a minimum 21 days in advance for all open dated bookings to avoid disappointment. Please be aware that during peak season popular dates can fill up much further in advance for example Christmas, New Year.
Do I need to reconfirm my booking?
All bookings must be reconfirmed 48 hours in advance by contacting your tour provider directly using the contact information listed on your tour voucher.
How do I know if my trip is BYO?
Most tour vouchers will specify if your trip is BYO however we recommend asking your tour provider if your trip is BYO when you reconfirm your booking 48 hours prior to departure.
Making a booking:
Do you offer payment plans?
Absolutely, we understand that paying off a big trip in one go isn’t always that easy. We offer flexible payment plans to suit all types of travellers with zero interest or fee’s (minimum $100AUD deposit required)
Can I book now and pay after my tour?
Yes, for any purchase up to a value of $1,500AUD you have the option to pay in 6 weekly installments using the Laybuy payment solution at checkout.
What is your minimum deposit?
The minimum deposit for one of our packages is $100AUD. If booking close to the departure date some tours will require full payment to secure availability. Check with your agent if this applies to your package.
I've booked a tour and had a great time but i just saw that it's now on sale, can i get a refund?
We endeavour to package the best value tours available at the best prices. However, we take no responsibility for price fluctuations arising from changes in the prices charged by Service Providers occurring before final payment. Accordingly, the price of your travel is subject to change until such time as you pay for the travel in full.
What if I want to add my friend to my booking?
We get it, you’ve met a friend and they want to add on to your booking! No worries, we can add as many guests to your existing booking as you like. Please be advised that this is subject to availability.
Do you price match?
Absolutely, seen a price elsewhere? We love finding you the best deal, just let us know before you pay and we’ll beat it. No worries.
How far in advance should I book my campervan to get the cheapest deal?
The further in advance that you book the easier it is to get the best deal. When there is lot’s of availability we are able to price compare and get you the best deal.
Do you book flights?
Unfortunately, we don’t book flights. We’re happy to look into and advise the best options for you to ensure that you are able to make it to your tours in time when booking a package with us.
Do I need travel insurance?
We endorse the recommendation of the Department of Foreign Affairs and Trade that all travelers take out travel insurance. If you already have Travel Insurance please understand that it is your responsibility to ensure that your Travel Insurance covers you for all of the adventure style travel you have booked with us.
What age group do you recommend for your tours and accommodation?
We offer tours and packages to suit all ages. Many of our day tours are suited to families and adventurous travellers. Our dedicated agents are there to help you pick the perfect tour. Get in touch to find out more.
Do you sell open dated/flexible tickets?
How long are open dated/flexible tickets valid for?
Most tour vouchers are valid for 12 months from date of purchase however please be aware that you may be subject to supplier price fluctuations. All ticket validity is specified on the tour voucher. If you are unsure of the validity of your tour voucher just ask.
Can I book a package but travel in the reverse direction?
Absolutely, just let us know your preferred start and finish location and we’ll make it work.
What happens if my Greyhound bus leaves without me?
How far in advance should I book my bus trips with a Hop on Hop off bus pass?
We recommend booking in your travel up to 6 months before your preffered travel date.
Is fuel included when renting a car or campervan?
Fuel is not included in the cost of vehicle rentals however most vehicles will come including fuel but you will be required to return the vehicle with the same amount of fuel as you picked it up with.
Can I rent a campervan if I'm under 21?
We work with most major campervan and car rental companies in Australia & New Zealand. Some of these companies will rent to anyone over the age of 18. If you are under 21 and want to rent a campervan please let us know and we’ll find you a suitable option.
Can I take a suitcase onto my Whitsunday boat?
You are not able to take a suitcase onboard Whitsundays tours however you are able to take an overnight bag. Please see booking confirmation for luggage allowances.
Can I take a bag with a zip on my Whitsundays tour?
Unfortunately most Whitsundays operators don’t allow bags with zips on their boats. The majority of people use a cloth “tote” bag, this is to prevent scratches on the marine paint. Please check with your supplier when re-confirming if this applies to you.
Where should I leave my bags when I'm on a tour?
Most hostels and hotels offer optional luggage storage. Your tour provider may also offer luggage storage options. Please confirm with your supplier when you reconfirm your booking.