The payment of a deposit, or indeed the full fare, constitutes a confirmed booking and the full acceptance of all related terms and conditions. Once paid, any cancellation, in the case of individuals, including Gift Certificate Bookings, must be advised, in writing, a minimum of 3 full days (72 hours) ahead of your scheduled tour to be eligible for a full refund. If advising within the 72 hours you will be charged either the full fare or the 20% deposit, depending on whether or not the individuals place has been able to be filled by the departure time. There are no refunds for cancellations within 24 hours of your tour, or if you decide not to show up, regardless of the reason(s) given for such.
In the case of groups, cancellations depend on the size of groups. Groups of 3 to 7 must advise a minimum of 7 days (168 hours) ahead of your scheduled tour to be eligible for a full refund. Groups larger than 7 people must advise a minimum of 14 days (2 weeks) ahead of the scheduled departure time. If advising within the 7 or 14 day period you will be charged either the full fare or the 50% deposit, depending on whether or not the groups place has been able to be filled by the departure time. There are no refunds for cancellations within 72 hours of your tour in the case of groups, or if one or more decide not to show up, regardless of the reason(s) given for such. There are no cancellations for any bookings for the last week of November and the entire month of December. This includes the Christmas Lights cruises and New Years Eve Cruises. This as bookings tend to be made well prior to that time for the key Christmas holiday period.
In cases where a booking has been made via an agent such as Adrenaline, Red Balloon, Tripadvisor etc. all refunds must be requested from the agent the booking was made with. Sunshine Coast Afloat cannot authorise nor refund the payment made as the relevant agents refund policies may vary from those of Sunshine Coast Afloat.
Gift-vouchers are considered to have been redeemed in full should the applicable notice not be provided.
Same day bookings are always non-refundable. If cash payment on day of service is the chosen method of payment a credit card number must be provided to secure such a booking. Sunshine Coast Afloat reserves the right to charge the full fee to the credit card supplied as a pre-authorisation to ensure the information provided is valid and correct. Such amount will only be deducted from the card in the case of non-payment, regardless of the reasons for such.
Credit card fees (aka Credit card surcharge) are a bank fee, not a fee by Sunshine Coast Afloat. As such this component is not refunded under any circumstance. Credit Card fees are calculated at 1.8% of the amount paid.
Most of Sunshine Coast Afloat’s activities operate in an outdoor / offshore marine environment. As such trips may change or be cancelled due to weather conditions.Sunshine Coast Afloat reserves the right to cancel services due to inclement weather (generally defined as heavy precipitation creating visibility issues, extreme wind and extreme swell conditions, determined as dangerous by Sunshine Coast Afloat). Such determination is not subject to passenger input. In the event this occurs rescheduling to an alternative date will be organised for a convenient time.
Refunds are NOT applicable for any activity that has been conducted but which has not produced results that were possibly hoped for or anticipated by customers. For example, no whales sighted on a whale watching tour. Sunshine Coast Afloat, may at it’s sole discretion and choice, offer some form of compensation by way of a discount on a future trip, or in some cases a 2nd trip free of charge. Refunds will not be offered under any circumstance if the offer made is deemed unsuitable by the person to whom the offer is being made.
All bookings for rides which are considered able to proceed (including all types of gift certificates) are non-refundable.
For more details information on our refund and cancellation policy please see our Terms & Conditions.
