We understand things don’t always go to plan in life, especially when travelling & unfortunate events do occur, but we make a commitment & plan for passengers who book with us & exclude others, therefore we can’t absorb the cost of cancellations in all circumstances out of our control - so we have a refund policy dependant on how close to the tour date it’s cancelled & we also provide a 48-hour Flexible Date Change Policy on public tours to help reschedule when you need to for any reason at all with no fee – please see full details below.

Amazing Ocean Road Tours shall not be liable for any illness, injury, damages, loss, delay or failure to join the booked tour that may occur due to factors beyond our control. We strongly recommend all passengers have travel insurance.

Amazing Ocean Road Tours retains the right to alter routes, itineraries, fares, inclusions, vehicle size, days of operation or even cancel tours if unforeseen circumstances occur. A minimum number of passenger fares are required for tours to operate, we will reduce the vehicle size if feasible or cancel with full refund if an alternative day is not suitable to you. If required due to road events or for conditions we will run tours in the reverse direction or alter them.

Amazing Ocean Road Tours will not be held responsible for passengers failing to familiarise themselves with our Terms & Conditions, or the booking information sent to the provided email or phone on the booking form.

Refunds are not provided for weather conditions.  However, if deemed unsafe to conduct the tour we will cancel it and offer an alternative tour date, or fully refund you if one is not suitable to you.

Failure to re-board the tour vehicle at locations visited, at the time & place instructed by the tour driver/ guide is abandoning or exiting the tour.  Amazing Ocean Road Tours is not responsible for your continuing or returning travel arrangements or any associated costs.

Public Tours: 48-hour Flexible Date Change Policy

• A change of tour date is permitted for any reason up to 48 hours before the departure time of the booked tour, with no fee charged.

• A change of tour date is permitted more than once.

• You must use the tour booked within 2 years of the original booking payment date, or it will result in forfeiture of money paid.

• The difference of any fare increase applicable to the new tour date will need to be paid to book the alternative date.  Refunds will not be given for fare decreases. If you haven’t decided on a new tour date your booking will be ‘held’ at no fee.

• Once the tour date has been changed, our Cancellation Policy still applies to the original booked tour date.

• A change of tour date less than 48 hours prior to tour departure time is not permitted & will be subject to our regular Cancellation Policy.

Optional helicopter rides are not covered by this policy as they require more than 72 hours notice with the provider to cancel for a refund or change the date.

Public Tours: Cancellation Policy

Cancellation fees are calculated from the start time of your original booked tour:

• more than 48 hours prior = 25% cancellation fee – you can receive a 75% refund (or return to gift voucher status if used to book with)

• within 48 hours prior = 100% cancellation fee - you will forfeit money paid or gift vouchers.

Failure to board as per booking instructions, change of tour date or cancellation within 48 hours of the booked tour start time will result in full fare forfeiture.

Refund money will be returned to the card used to pay for the booking, within five business days of the refund request by email only.

In the very unlikely event that we need to cancel a tour eg unsafe conditions, we will provide a full refund if an alternative day isn’t acceptable to you.

Optional helicopter rides are not covered by this policy as they require more than 72 hours notice with the provider to cancel for a refund or change the date.

Public Tours: Covid Sickness Cancellation Policy

In the circumstance of Covid-19 sickness by a passenger, please refrain from boarding the tour, with evidence our above mentioned 48-hour Change or Cancellation Policy timeframes are reduced to 24-hours prior. We are happy to provide a letter to your travel insurance company to support a claim to them.

Child Policy

The ‘ultimate’ & ‘express’ public tours: children aged 7 years & above are permitted.

The ‘taste’ public tour: children aged 4 years & above are permitted, contact us regarding a booster seat if you require it for children 4 to 6 years, a small stroller if it will fold to fit at your feet & not protrude to the aisle may be acceptable if you contact us to arrange this at the time of booking.

Private tours of your own group: infants & children are permitted with a fare, contact us regarding strollers & restraints/ booster seats to suit the vehicle size booked & child age.

All tours:

• children up to 15 years of age are required to have an adult booked with them for supervision.

• infants & children under the specified age for the tour are not permitted & will strictly be denied boarding (with forfeiture of any fare paid under the booking), please seek alternative suitable options. We take safety very seriously & won’t compromise on this for anyone.

• if your child looks younger please bring their birth certificate or passport to prove age to allow boarding.

• all children must have a paid fare booked & occupy a seat, they must wear the seatbelt if one is provided. They are not permitted on a lap & not on the front passenger seat.

Due to safety reasons & no luggage compartment – large items, pushers, strollers & prams are strictly not permitted - passengers who show up with these items will be refused boarding without refund of the full booking (with the exception of small folding strollers on the ‘taste’ or ‘private group’ tours if its pre-arranged with us at time of booking).  Delays will not be accommodated while storage is sort to board without these items.

Helicopter flights

Flights added-on to our tours are subject to the Terms & Conditions of the provider (including their cancellation policy); 12 Apostles Helicopters that we act as agent for – view them here https://www.12apostleshelicopters.com.au/terms-conditions - most importantly; no changes or refunds within 3 days.

PRIVATE TOURS Policy

A maximum of 24 passengers can board the tour including children & infants.

Any customised alterations to our standard public tour are to be pre-arranged with us at the time of booking. The driver/ guide has ultimate discretion on the day to conduct the tour, their instructions are to be followed by all passengers.

Failure to board as per booking, a change of tour date or cancellation within 2 weeks of the booked private tour date will result in full fare forfeiture. More than 2 weeks prior changes are permitted including a change of tour date (up to 2 years from payment date before forfeiture of money). A 15% cancellation fee applies if you request a refund.

Gift Vouchers

Gift Certificates are available in Australian Dollars and can be used to purchase any of our tours or products.

Gift Vouchers are valid for 2 years from the date of purchase, are non-refundable & not redeemable for cash.

If the full balance of the voucher is not redeemed in one transaction, the balance will remain on the Gift Voucher with the same expiry date to use it.

The customer is responsible for the use & security of the issued Gift Voucher. Amazing Ocean Road Tours will not reimburse or replace any Gift Voucher that’s lost, stolen or misused.

Hotel/ meeting point Pick-up & Drop-off Services

It’s the customer’s responsibility to be waiting out the front (next to the road) of the booked pickup location address from the time specified in the booking. Failure to wait out the front of the booked location may result in the driver being unable to locate you, causing failure to board (without a refund) as Amazing Ocean Road Tours are not responsible for passengers who fail to board as instructed in the booking. It is recommended passengers arrive at the location 5 minutes before the booked time to allow for the unforseen & be ready to board when the bus arrives.

Changes to the pick-up location booked can only be made more than 48 hours prior to the tour start time.  Within 48 hours of the tour starting, passengers must make their way to the booked location by the time specified to board the tour.

Unforeseen delays, such as traffic roadworks/ accidents/ jams can cause the bus to be delayed getting to the pick-up location, we apologise in advance for any inconvenience this causes & will make contact to the booking details provided to advise of extended delays that are known to us.

It’s the customer’s responsibility to ensure the tour details on their confirmation is correct & to keep their contact details provided up to date for contact in Australia. It may be necessary for Amazing Ocean Road Tours to contact passengers regarding the tour prior to the departure. We recommend providing an Australian mobile number and checking emails regularly before the tour.

Seatbelts

We require children to wear seatbelts & we recommend adults wear it on our bus when provided at all times, not only to protect in accidents but also sudden breaking or steering that may be required in road conditions. Passengers must remain in seats when the bus is in motion.

Luggage & Carry-on Items

Due to safety reasons & no luggage compartment on the vehicle; strictly no large bags, suitcases of any size, pointy or large items, walking-aids (other than a single cane stick), prams or eskis are permitted. 

Passengers can only bring a day-pack size bag that needs to fit on their lap or at their feet.

Passengers who show up with unpermitted items will be refused boarding without refund.  Delays will not be accommodated while storage is sort to board without these items. This is safety policy & a trip hazard so no exceptions.

Meals

Tour prices do not include meals/drinks other than advertised eg the Anzac biscuit is complimentary.  The locations visited during the day allow for these to be purchased at your discretion from traders to suit your taste, budget & dietary requirements.

Amazing Ocean Road Tours Pty Ltd, St Kilda VICTORIA Australia ABN 53 666 264 348