At Explore Australia Tours, we want every guest to feel confident and excited about their day out with us.
These Terms & Conditions explain how bookings, payments, cancellations, pickup times, safety requirements and tour changes are managed. They help keep everything clear before you travel, so our team can focus on delivering a relaxed, enjoyable and well organised experience.
Explore Australia Tours is operated by Explore Australia Pty Ltd ABN 76 631 640 910.
In these Terms & Conditions, “Explore Australia Tours”, “we”, “us” and “our” refers to Explore Australia Pty Ltd trading as Explore Australia Tours.
These Terms & Conditions apply to bookings made directly with Explore Australia Tours, as well as bookings made through our approved booking partners, travel agents and online travel platforms.
By making a booking, you agree to these Terms & Conditions on behalf of yourself and all guests included in your booking.
1. Booking Confirmation
Your booking is confirmed once a booking confirmation has been issued by Explore Australia Tours or one of our approved booking partners.
For direct bookings, full payment is generally required at the time of booking unless otherwise agreed in writing. For approved agents payment terms may vary and will be managed in line with the agreed account or invoicing arrangements.
Please check your confirmation carefully, including your tour name, travel date, pickup location, pickup time, guest numbers, contact details and any optional upgrades or special requests.
It is the guest’s or booking agent’s responsibility to ensure all booking details are correct. Please contact our team as soon as possible if anything needs to be updated.
2. Payment
Full payment is required at the time of booking unless otherwise agreed in writing.
All prices are listed in Australian Dollars and include GST where applicable.
Bookings made through third-party platforms or travel agents may be subject to the payment terms, fees and conditions of that booking partner. If you booked through an agent or online travel platform, any refund or amendment may need to be processed through them.
3. Cancellations by Guests
We understand that plans can change. For our scheduled day tours, cancellations made more than 48 hours before departure are eligible for a refund, unless a different cancellation policy is stated on your booking confirmation or by your booking agent.
Cancellations made within 48 hours of departure, including failure to board on the day of travel, will result in 100% cancellation fees.
This is because we plan many parts of your tour in advance, including third-party supplier arrangements, vehicle planning and guide scheduling, so everything runs smoothly on the day.
Cancellation requests must be made in writing by email to Explore Australia Tours. Cancellation timing will be based on when the written request is received by our team.
4. Date Changes
We will always do our best to assist with date changes where possible.
Date change requests must be made more than 48 hours before departure and are subject to availability.
Date changes requested within 48 hours of departure may not be possible and may be treated as a cancellation.
5. Late Arrivals and Failure to Board
Guests must arrive at their confirmed pickup location at least 10 minutes before the scheduled pickup time.
Our tours operate to a schedule and our guides are not always able to wait for late guests. If you are not at the correct pickup location at the confirmed time, this may be treated as a failure to board and no refund will be provided.
6. Pickup Locations and Contact Details
It is the guest’s responsibility to provide a valid mobile phone number and email address at the time of booking.
We may need to contact you before your tour with important updates, including pickup changes, traffic delays, weather impacts or operational changes.
Please check your email and phone messages before your tour departs.
Pickup locations may occasionally change due to road closures, events, construction, traffic conditions or operational requirements. Where this occurs, we will make reasonable efforts to notify affected guests using the contact details provided.
7. Changes to Itineraries
Explore Australia Tours aims to deliver every tour as described, however itineraries may vary due to weather, traffic, road closures, attraction schedules, public holidays, seasonal conditions, safety considerations or other operational requirements.
We reserve the right to alter the order of stops, timing, route, inclusions or itinerary where reasonably necessary.
Our driver-guides will use their local knowledge and experience to make the best decisions on the day and ensure guests enjoy the safest and most comfortable experience possible.
8. Tour Changes, Suppliers and Weather-Dependent Experiences
We do everything we can to operate tours as planned. From time to time, we may need to adjust a tour due to weather, safety, road closures, supplier changes, vehicle issues, guide illness, government restrictions or other events outside our control.
Some experiences are operated by third-party suppliers and may be weather or safety dependent. This includes ferry travel to and from French Island, the Wilsons Promontory cruise, and Puffing Billy Railway services during fire season.
If the French Island ferry is unable to operate safely, we will provide a suitable alternative where possible.
If the Wilsons Promontory cruise is cancelled due to weather or sea conditions, guests will be offered an alternative date or a refund for the affected experience.
If Puffing Billy Railway is cancelled due to Total Fire Ban or extreme weather conditions, guests will be offered an alternative date or refund. Puffing Billy Railway advises that train services do not operate on Total Fire Ban or extreme weather days in the Central Zone or across Victoria.
Where a full tour is cancelled before departure, guests will be offered an alternative date or refund. Where part of a tour cannot be delivered after departure, we will provide a fair and reasonable alternative along with a partial refund.
9. Weather and Seasonal Conditions
Our tours operate in a range of weather conditions, and changing weather is part of travelling in Victoria.
Refunds are not generally provided due to rain, cold weather, heat, wind, cloud cover, reduced visibility or other seasonal conditions where the tour is still able to operate safely.
Guests are responsible for checking the weather forecast before travel and bringing suitable clothing, footwear and personal items for the day.
10. Force Majeure and Events Outside Our Control
Explore Australia Tours is not responsible for delays, changes, additional costs or cancellations caused by events outside our reasonable control.
This may include severe weather, natural disasters, bushfires, floods, pandemics, government restrictions, road closures, public transport disruptions, supplier cancellations, accidents, strikes, civil unrest or other unforeseen events.
Where these situations occur, we will do our best to support guests and provide a fair and practical outcome in line with our obligations and supplier conditions.
11. Guest Responsibility and Safety
Guest safety is very important to us.
Guests must follow all reasonable instructions provided by Explore Australia Tours guides, attraction staff and supplier representatives.
Guests are responsible for ensuring they are physically able to participate in the tour they have booked. Some tours may involve walking on uneven surfaces, stairs, gravel paths, beach areas, boardwalks, forest trails or other natural environments.
Please let us know before travel if you have any mobility concerns, medical conditions, accessibility needs or other requirements that may affect your participation.
12. Behaviour on Tour
We want every guest to feel welcome, safe and comfortable.
Guests are expected to behave respectfully towards guides, other passengers, attraction staff, local communities, wildlife and the places we visit.
Explore Australia Tours reserves the right to refuse boarding or remove a guest from a tour, without refund, if their behaviour is unsafe, aggressive, abusive, intoxicated, disruptive or likely to impact the safety or enjoyment of others.
This includes verbal abuse, threatening behaviour, failure to follow safety instructions, damage to property or behaviour that places the guest, guide, other passengers or the public at risk.
13. Children and Infants
Families are very welcome on our tours, and we want children and infants to travel safely and comfortably with us.
Children and infants must be included in the booking and must be accompanied by a responsible adult at all times.
Infant and booster seats are available on request and must be requested at the time of booking, or no later than 48 hours before tour departure. This allows our team enough time to prepare the correct seat for your vehicle.
For safety and space reasons, our vehicles are unable to carry prams or strollers on scheduled day tours.
Parents and guardians are responsible for supervising children throughout the tour, including onboard vehicles, at attractions, during rest stops and while walking through natural areas.
14. Accessibility and Special Requirements
Explore Australia Tours will always do our best to assist guests with accessibility needs or special requirements.
Please contact us before booking, or as early as possible before travel, so we can advise whether the tour is suitable and what assistance may be available.
Some destinations and attractions may have limited accessibility due to natural terrain, heritage infrastructure, supplier facilities or vehicle access.
We cannot guarantee all requests can be accommodated, but we will always try to provide clear and helpful information before you travel.
15. Food, Allergies and Dietary Requirements
Meals and drinks are not included unless specifically stated on the tour page or booking confirmation.
Where food is included or where meal stops are made, we will do our best to assist with dietary requirements, but we cannot guarantee allergen-free meals or preparation areas.
Guests with severe allergies or specific dietary needs are encouraged to bring suitable food with them.
16. Luggage and Personal Belongings
Our day tours have limited vehicle storage.
Large suitcases, oversized bags, prams, mobility equipment or other bulky items may not be suitable on scheduled day tours unless approved in advance.
Guests are responsible for their own belongings at all times. Explore Australia Tours is not responsible for lost, stolen or damaged personal items, except where required by law.
17. Travel Insurance
We strongly recommend guests arrange suitable travel insurance.
Travel insurance may assist with unexpected illness, injury, missed flights, personal cancellations, lost property, medical needs or other travel disruptions that are outside the control of Explore Australia Tours.
18. Optional Upgrades and Additional Experiences
Some tours may offer optional upgrades or additional experiences, such as premium viewing areas, wildlife encounters, cruises or other supplier-operated activities.
These are subject to availability and may be governed by supplier terms and conditions.
If an optional upgrade is unavailable, we will refund the upgrade amount where applicable. The unavailability of an optional upgrade does not automatically entitle guests to cancel the full tour without fees.
19. Photos and Marketing
From time to time, Explore Australia Tours may take photos or videos during tours for marketing, social media or promotional use.
If you do not wish to be photographed or filmed, please let your guide know on the day.
Guests are welcome to take personal photos during the tour, except where photography is restricted by attractions, wildlife protection rules or supplier conditions.
20. Website Information and Pricing
We take care to ensure information on our website and marketing materials is accurate and up to date.
However, tour details, prices, departure days, inclusions, supplier arrangements and itineraries may change from time to time.
Explore Australia Tours reserves the right to correct errors, update information, amend prices or change tour details where reasonably necessary.
21. Third-Party Booking Platforms and Agents
If you book through a travel agent, online travel agency or third-party booking platform, their own terms and conditions may also apply.
In some cases, refunds, amendments or cancellations must be managed directly through the original booking channel.
Explore Australia Tours may not be able to process refunds directly for bookings paid to third parties.
22. Feedback and Concerns
We care deeply about the experience our guests have with Explore Australia Tours and always appreciate the opportunity to help if something does not feel quite right.
If something comes up during your tour, please speak with your guide as soon as possible. They will do their best to assist on the day and help keep your experience running smoothly.
If you would like to share feedback after your tour, please contact our team in writing with your booking details and a short summary of your concern.
Our team will review your feedback carefully and respond as soon as reasonably possible.
23. Privacy
Explore Australia Tours collects personal information required to manage bookings, communicate with guests, operate tours and provide customer service.
This may include names, contact details, booking information, dietary requirements, accessibility information and payment-related details.
We handle personal information in accordance with our Privacy Policy and applicable privacy laws.
Last updated: May 2026