100% UNCONDITIONAL SIGHTING GUARANTEE
Should your experience fail to sight the HUMPBACK WHALE you will be offered a return voucher on the next available or alternative experience, valid for life. Vouchers are transferable. There are no cash refunds.
CANCELLATIONS
There is no refund if the customer cancels their booking, simply changes their mind, or just does not show. Whales Gold Coast (WGC) reserve the right to cancel any tour at any time and a full refund (not cash) will be issued should a tour be cancelled by Whales Gold Coast. In such instances WGC will email the customer with regards to providing alternative boat tour services (in the form of ‘vouchers’); or monetary refunds (not cash) – in those instance where it is appropriate for WGC to do so, or required by Australian law. See also Refunds, below.
CUSTOMER RESPONSIBILITY
The customer is to supply to WGC a valid email address or Australian phone contact number, so that WGC can contact you in the event WGC cancels/postpones a tour for weather, or any other reason. In these instances, WGC will email & SMS the customer regarding the provision of alternative boat tour services (in the form of ‘vouchers’); or monetary refunds (not cash) in those instance where it is appropriate for WGC to do so, or is required by Australian law.
You guarantee that you have provided a valid email address & Australian phone contact. You agree to advise WGC of any health or dietary issues 48 hours (min) prior to the commencement of tour. Guests are to arrive and be ready for boarding 20 mins (minimum) prior to tour, any late arrivals, no shows or no contact will result in ticket/s being voided – no exceptions. Please note WGC encourages customers to contact WGC 24-hours prior to the tour to confirm the tour is going ahead.
LIABILITY AGREEMENT
WGC number 1 priority is your safety and comfort and as such take measures to ensure same however there is risk in all water based tours and by purchasing your ticket you agree and accept that any/all liability is solely yours and you indemnify WGC, it’s officers, employees, contractors & crew from any/all litigation whether by you or anyone acting on your behalf for whatever reason deemed to be accidental or negligent. You agree to abide by agents or other operators that facilitate tours for WGC terms and conditions and indemnify them from any/all liability. You also agree that these terms & conditions are governed by Australian Law.
VESSELS
Whale Watch 1 is the main vessel WGC utilises to conduct its tours however WGC can use any vessel at any time for any reason to conduct the tours. WGC can refuse entry to anyone deemed unfit by the Captain for whatever reason to protect the safety of the vessel and other customers.
CHILD RATES
Child age is 4 to 15 years inclusive. Open ocean whale watching experiences are not recommended for very young children. Children and teenagers under the age of 16 must be accompanied by a parent or guardian.
CONCESSION/PENSIONERS/SENIORS/STUDENTS
Seniors must present a Government issued Senior Card at check-in to receive the Pensioner/Senior ticket rate. Concession rates apply for Disabled & Carers, Military, Police, Fire, Emergency Personnel and Students.
SUGGESTED PREPARATION FOR TOUR
It is suggested you bring warm clothing, wet weather gear for yourself and any camera gear, in warmer months sunscreen and a hat, if prone to motion sickness please take adequate medication as precaution. WGC cannot provide sea sick tablets for insurance liability issues so please come prepared. Please be sure to arrive a minimum of 20 minutes prior to departure. Boarding commences 15 mins prior and gate is shut 5 mins prior to departure.
WHEELCHAIRS
WGC is not able to accomodate wheelchairs or walking frames onboard the vessel.
HEALTH PROBLEMS
If you have mobility or health problems you must inform us when booking. Passengers must follow the directions of our staff & crew before, during and after the tour. If you are accompanied by children you are responsible for their safety at all times. *PLEASE be sure to contact your Chemist prior to travel if you have any issue with motion sickness.
REFUNDS
If WGC cancels a tour, a full refund or reschedule will be offered to customers (except those customers holding vouchers). If a tour is postponed by WGC due to inclement weather, or any other unforeseeable reason, including tour bookings made with a voucher, are non-refundable and must be rescheduled. A return ticket will be offered if your whale watch tour fails to sight the whale of your tour. If a voucher-holding customer seeks to postpone a tour, a voucher for an alternative tour will be offered but there are no cash refunds. There is no refund if the customer cancels their booking, simply changes their mind, or just does not show. Refunds provided by WGC are for tickets purchased through WGC only. All other refunds must be provided by the original seller of the ticket. Should a tour be postponed for any reason bookings made with a voucher are non refundable and must be rescheduled. There are no cash refunds. All sales are final.
RETURN VOUCHERS (NON SIGHTINGS)
Customer is required to contact WGC in writing via email and quote booking number to reschedule at available time. The return voucher is transferable and has a lifetime guarantee that can be rescheduled to future seasons if required. Tickets that include transport are limited to the tour only component. (Transport/accommodation not included in return voucher for non sighting). Should a tour be postponed for any reason bookings made with a voucher are non refundable and must be rescheduled. All vouchers are non cash refundable. There are no cash refunds. All sales are final.
PHOTOGRAPHY
WGC reserves the right to take photographs and video footage during the tour that may include passengers and to use these photographs and video images for the purpose of advertising and promoting our tours in all media in perpetuity and without payment to the passenger/s. Your ticket confirms you allow that WGC has the right to reproduce, copy or use all photography and video taken onboard its vessel/s regardless of person/s taking the photo/video. You agree that all photo’s taken by yourself cannot be used in promotional or advertising without WGC written consent.
DATA COLLECTION STRICTLY PROHIBITED
All data collection onboard all WGC vessel’s is strictly prohibited without the written approval by WGC. GPS location devices and any data collected is under strict copyright of WGC and cannot be copied, sold or reproduced in anyway without written permission from WGC. Customer GPS and other/all data collection is strictly prohibited.
GIFT VOUCHERS
WGC Gift Vouchers can only be redeemed for the tour/s originally purchased. Gift Vouchers can only be redeemed at the vessel/s. When presenting a child or senior Gift Voucher at check-in you must provide proof of age. An Australian or New Zealand Government Pensioners/Seniors Card with some form of photographic identification is required for seniors. No replacements will be issued for lost Gift Vouchers. Gift Vouchers cannot be transferred, exchanged or refunded and are not valid with any other offer. Bookings are essential. Should a tour be postponed for any reason bookings made with a voucher are non refundable and must be rescheduled.
TICKETING TRANSACTIONS
All our prices are in Australian Dollars (AUD) and include GST (Goods and Services Tax). All credit card transactions are processed in Australian Dollars (AUD).
PRIVACY POLICY FOR ONLINE BOOKINGS
WGC is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your booking.
SECURITY POLICY FOR ONLINE BOOKINGS
When purchasing a ticket from WGC your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard.
INTERNET MERCHANT POLICIES & PROCEDURES
WGC utilises eWay Merchant facilities and payment gateway to see a full description of our privacy and merchant procedures please click here
GROUP BOOKINGS (10 or more adults)
A deposit of 50% of the value of the group booking must be made at the time of booking. The remaining 50% must be paid 14 days prior to the tour departure date or the booking will be cancelled and no refund provided. Group tours that cancel will be offered an alternative date or voucher/s.
WHALES GOLD COAST POD PASS ™
Any guests that have travelled 3 times with WGC across all tours or individually are offered a free of charge tour (1 per person). Booking a tour confirms you accept our terms and conditions.
PRIVACY
WGC is dedicated and very serious in the protection of your privacy. We will not sell, share or give your information to any other entity outside of identifying your booking details.
