Last updated: 30 Oct 2025
GuestTours Pty Ltd
Email: guesttours.aus@gmail.com
ABN: 51726603464
Phone: +61 409065547
These Booking Terms & Conditions apply to all bookings made with GuestTours, whether online, by email, chat or phone. By making a booking you confirm you have the authority for all travellers on the booking and agree to these terms.
● Agent, not operator. GuestTours is an online travel agent. We do not run or operate the tours. We sell on behalf of independent Suppliers/Operators who deliver the experience.
● Supplier terms apply. Each product has its own Supplier terms (cancellations, check-in, age, health, levies, etc.). These apply in addition to these terms. If there’s a conflict for a specific product, Supplier terms prevail.
● Dynamic pricing. Prices/availability come from Suppliers and may change until paid in full.
● Merchant of Record. Depending on the product, payment may be processed by the Supplier, a connected booking gateway (e.g., Rezdy/Hero Payments), or by GuestTours. Where the Supplier/gateway is Merchant of Record, chargebacks and refunds are processed via that party’s procedures.
● Accurate details. Provide correct names (as per ID), dates, contact info, dietaries and relevant medical notes. Errors can lead to issues or fees.
● Reconfirm. You must reconfirm with the Supplier at least 48 hours before departure (meeting time/place/requirements; transfers if applicable).
● Check-in & punctuality. Arrive early and follow check-in instructions. No-shows or late arrivals are non-refundable.
● Behaviour & safety. Follow staff instructions and local laws. Unsafe/disruptive behaviour can result in removal without refund.
● Age & suitability. Some tours have minimum ages, swim ability or fitness requirements. Ask us before booking if unsure.
● Medical & accessibility. Advise us (and your Supplier) before booking regarding pregnancy, mobility needs/wheelchair access, seasickness, swim ability and any conditions that may affect participation. Not all tours are accessible or suitable.
● Dietaries. Some dietaries can be catered for with advance notice and may incur fees. Short notice may mean limited options.
● Scuba diving (where applicable):
○ Expect a medical questionnaire; some guests will need a doctor’s fit-to-dive certificate in advance.
○ Alcohol/drugs = no diving. Operator may refuse participation on safety grounds.
○ No-fly/altitude guidance: commonly minimum 24 hours after your last dive; always follow the Operator’s instruction.
○ Certified divers must show valid certification; specialist dives need appropriate certs.
○ Damaged rental gear due to negligence may be charged.
● Inclusions are only what is explicitly stated on the product page/ticket.
● Common extras (payable to Supplier if applicable): reef/park levies, environmental management charges, equipment hire, stinger suit/linen, meals, luggage storage, fuel surcharges, optional add-ons, hotel transfers outside set zones.
● GST & levies. Prices are in AUD and include GST unless stated otherwise. Reef/park levies may be additional and are often paid on the day/at check-in.
● Currency. All prices are in AUD unless stated.
● Payment methods. Card and/or bank transfer (where offered).
● Surcharges. Card processing fees may apply and are non-refundable.
● Deposits. If a product allows deposits, deposits are non-refundable unless the Supplier cancels and offers a refund under their policy/ACL.
● Open-dated vouchers / gift cards. Valid at least 3 years under AU gift card law; GuestTours may specify up to 5 years validity on issue. Seasonal price differences may apply when you later book dates.
● Valuta/FX. If you pay in a non-AUD currency or via an international card, bank/FX charges and exchange rate differences are for the cardholder’s account.
● Supplier policy leads. Each tour has its own cut-offs (e.g., 48/72 hours). The product page/ticket rules apply.
● How to cancel/change. Email guesttours.aus@gmail.com from your booking email. The effective time is when we receive your email during business hours (Mon–Fri, 9:00–17:00 AEST) so we can notify the Supplier within their deadline.
● GuestTours admin fee (cost-recovery only):
○ Within valid cut-off: up to AUD $30 per booking for changes/cancel processing, in addition to any Supplier fees.
○ After Supplier cut-off: if we still need to coordinate exceptional changes, a reasonable admin fee up to 10% of the cancelled amount may apply (on top of Supplier fees) to cover actual handling costs. No GuestTours fee if the Supplier grants a full refund and no extra handling is required.
● No-shows / late arrivals: 100% fee (no refund).
Examples:
Supplier cut-off 48h, you cancel 60h prior → Supplier 0% fee; GuestTours admin $0–$30.
Supplier cut-off 48h, you cancel 12h prior → Supplier may charge 100%; GuestTours may charge $0 (or up to 10% if significant extra handling is needed).
● We’ll notify you ASAP. Remedies follow Australian Consumer Law (ACL) and the Supplier’s policy:
Move to a similar tour/date (if available), or
Credit with reasonable validity, or
Refund where required under ACL.
● If a refund applies, non-recoverable third-party costs (e.g., bank fees) may be deducted where permitted by law.
● If the Supplier cancels due to Force Majeure: typically a date change or credit; refunds are handled per ACL and Supplier policy.
● If you cannot attend while the tour still operates, the standard Supplier policy applies. Travel insurance is strongly recommended.
● Refunds go back to the original payment method in AUD. Banks usually take 7–10 business days (international up to 21). During peak events, processing may take up to 90 days.
● Courtesy/paid transfers (if offered) are run by Suppliers and may be limited to set zones/hotels. Private residences/Airbnbs may be asked to meet at a pickup point. Missing the pickup can be treated as a no-show.
● We aim for accurate, genuine local advice. Itineraries, times and inclusions can change. Photos are illustrative; reviews reflect personal opinions.
● If something on your ticket looks wrong, contact us immediately.
● User-generated content. By submitting reviews/photos to GuestTours, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and publish that content on our website, socials and marketing (we won’t materially alter meaning or context).
● We follow the Australian Privacy Principles. To fulfil your booking, we share necessary personal info with the Supplier (names, contact, age, dietaries/medical notes where relevant).
● GuestTours acts as agent only and is not responsible for the delivery of the tour. Your statutory rights under the Australian Consumer Law (ACL) remain.
● To the extent permitted by law, GuestTours is not liable for losses arising from Supplier actions, schedule changes, weather, Force Majeure, or events beyond our control.
● We strongly recommend comprehensive travel insurance (medical, activities like diving, cancellations, belongings).
● Step 1 – Supplier: Raise service issues on the day with your guide/Operator so they can remedy.
● Step 2 – GuestTours: Email guesttours.aus@gmail.com with booking details and evidence within 7 days. We’ll liaise with the Supplier.
● Step 3 – Escalation (ACL): If unresolved, you may seek assistance via Queensland Office of Fair Trading (OFT) or applicable ACL channels.
● For eligible bookings, GuestTours funds local mangrove planting with vetted partners in Far North Queensland. Planting is batched and scheduled; it is not a certified carbon offset unless explicitly stated. Partners/locations may change over time; our program page will be kept up to date.
● Website content, copy, graphics and branding are owned by GuestTours or its licensors. You may not copy or reuse them without written permission.
● Obvious typographical errors in price or content may be corrected. If a correction materially affects your booking, you may cancel for a refund or accept the corrected terms.
● These terms are governed by the laws of Queensland, Australia. Courts/tribunals of Queensland have non-exclusive jurisdiction.
● We may update these terms at any time. The version published at the time of your booking applies to that booking.
● Support & changes/cancellations: guesttours.aus@gmail.com
● Please include: booking name, date, product, Supplier, and your phone number.
