Terms & Cancellation Policy
General Booking Terms & Conditions
Please read the following "Booking Terms and Conditions" carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with these Booking Terms and Conditions.
References to "The Travel Shop," “Sailing Whitsundays” “Mr Travel” “travel agents,” "us,” "we,” and/or "our" in these Booking Terms and Conditions shall mean registered business’s under Sailing Whitsundays Pty Ltd which includes Sailing Whitsundays, Mr- Travel.com, The Travel Shop, East Coast Tours, Cairns Tours, Fraser Tours and Outback Tours. References to "client," "traveller," "you," and "your" shall mean the customer. References to “service operator” “tour operator” “operator,” “supplier,” or “provider” refer to the individual operator of your elected trip, which is a separate entity from The Travel Shop.
We will rely on the authority of the person making the booking to act on behalf of any other traveller in the booking (regardless of whether other travellers have made separate payments), and that person will bind all such travellers to these Booking Terms and Conditions.
By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These terms apply to any bookings, including those made in-store, over the phone, by email, through social media and online bookings made on our website.
Quick Navigation
- Your Responsibilities
- Understanding The Travel Shop’s role as a Third-Party Travel Agent
- Accurate Information & Ticket Discrepancies
- Reconfirmation
- Check In
- Health and Fitness Requirements
- Compliance with Laws and Regulations
- Age Restrictions
- Conduct and Behaviour
- Safety
- Food Allergies & Dietary Requirements
- Scuba Diving
- Prices & Extra Costs
- Cancellation Policy
- Refunds
- Insurance
- Transport
- Merchant Fees
- Open Date Vouchers & Gift Certificates
- General Conditions
1. Your Responsibilities
1.1 Understanding The Travel Shop’s role as a Third Party Travel Agent
The Travel Shop acts solely as a booking agent on behalf of third-party tour operators, service providers, and experience suppliers. We do not operate, manage, or control any tours, transportation services, accommodations, or other travel-related services. By booking with us, you acknowledge that:
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The Travel Shop is not responsible for the actions, policies, or performance of any tour operator.
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Cancellations, rescheduling, refunds, or experience discrepancies are completely up to and dependent on the operator. Administration fees from The Travel Shop may apply.
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We do not guarantee the quality, safety, or suitability of any tour or service.
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Any claims or disputes must be handled directly with the tour operator.
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The Travel Shop is not liable for losses, damages, or additional costs resulting from operator changes or cancellations.
1.2 Accurate Information & Ticket Discrepancies
You must provide accurate and complete information during the booking process. The Travel Shop is not responsible for any issues or losses arising from any incorrect information provided. Please check all information carefully. It is your responsibility to notify us of ticket discrepancies prior to travel. Fees may be applied for any booking changes.
1.3 Reconfirmation
All Clients are responsible for reconfirming their tour, accommodation and/or itinerary with the operator as per your check-in instructions. You must reconfirm your experience directly with the operator at least 48 hours in advance of the date of travel. Any transfer buses or transport services must be organised directly with the operator, so please ensure you have confirmed your pick-up and drop-off location and time with the operator directly. The Travel Shop is not responsible for any late arrivals or issues from operator transport services.
1.4 Check In
You need to allow adequate time to check in prior to the specified departure time of your tour. Please refer to the specific tour page for full check-in instructions. Guests unable to attend their ticketed tour, transport or accommodation due to delay or lateness will not be eligible for a refund.
1.5 Health and Fitness Requirements
You must ensure all Clients in your party, yourself included, are physically fit for the chosen tour. Any pre-existing medical conditions, dietary restrictions, or special requirements must be communicated to The Travel Shop at the time of booking. The Travel Shop reserves the right to refuse service to anyone deemed unfit for the tour. Please get in touch with our travel agents before booking if you have a medical issue, disability, cannot swim or are pregnant to ensure you are matched with a suitable tour. The Travel Shop and our partnered tour operators reserve the right to deny travel to anybody on the basis of safety at any time. The Travel Shop is not responsible for any losses arising from refused travel due to passenger health and ability.
1.6 Compliance with Laws and Regulations
You must comply with all local laws and regulations during the tour. This includes adhering to customs, immigration, and health requirements of the destination. The Travel Shop is not responsible for any losses due to delays or issues arriving at your departure destination.
1.7 Age Restrictions
It is your responsibility to advise The Travel Shop before booking if any Clients are under 18 years old to ensure you are booking the appropriate trip. Our travel experiences have strict age limits for your safety. Inaccurate or false age information supplied by the Client may result in removal from the tour without a refund.
1.8 Conduct and Behaviour
You are expected to behave respectfully and responsibly. Any behaviour that is deemed disruptive, dangerous, or inappropriate may result in the Client/s being removed from the tour without a refund. Clients must follow the instructions of the tour guide and any safety guidelines provided at all times.
1.9 Safety
Clients must adhere to all safety instructions and guidelines provided by The Travel Shop staff and operator/third-party providers. You must be able to understand all safety briefings and instructions for everyone's safety. Failure to comply with safety instructions may result in removal from the tour without a refund.
1.10 Food Allergies & Dietary Requirements
It is the responsibility of all passengers travelling to advise both your travel agent at the time of booking and the individual tour check-in agent, before boarding, of any medical conditions, including food allergies you may suffer from. Failure to provide reasonable notice for your dietaries to be catered for may result in a lack of suitable food available to you during your tours. The Travel Shop and our partnered tour operators reserve the right to charge fees as they see fit for special dietary requirements.
1.11 Scuba Diving
If you are undertaking any scuba diving activities, you must read and meet the scuba diving medical requirements and information before travelling. The Travel Shop is not liable for any losses occurring from a Tour Operator refusing you a scuba dive if you did not read and meet the above requirements prior to travel (e.g. did not get a medical certificate).
2. Prices & Extra Costs
2.1 Inclusions and Exclusions
Prices include only those items explicitly stated in the itinerary. All other expenses, including but not limited to personal expenses, travel insurance, additional meals, surcharges, levies and optional activities, are your responsibility.
2.2 Price Changes
The Travel Shop reserves the right to adjust prices due to fluctuations in exchange rates, fuel surcharges, taxes, and other external factors. Any price changes will be communicated to the Client as soon as possible. We will endeavour to communicate these extra costs with you at the time of booking, and on your ticket. However, it is your responsibility to confirm which (if any) additional costs apply with each Service Operator upon reconfirming your trip.
2.3 Additional Charges
Clients may incur additional charges for changes to their booking, including amendments to travel dates, upgrades, or additional services requested after the initial booking. Any additional costs incurred due to personal circumstances, such as medical emergencies or changes in travel plans, are the Client’s responsibility. We highly recommend travel insurance.
3. Cancellation Policy
3.1 Supplier Cancellation Policies & Your Responsibilities
All Travellers are bound by both the Supplier Cancellation policies, as well as The Travel Shop’s Cancellation policies. Supplier Cancellation Policies for each tour can be found on that individual product page's terms and conditions, as policies vary from operator to operator.
Our Travel Agents are required to notify the Operator of any Client Cancellations within the specified Cancellation Period. It is your responsibility to ensure submission of your Cancellation Request during standard business hours (9 am - 5 pm AEST) and with adequate time to allow us to contact the Tour Operator within the specified Cancellation Period.
All Cancellation Requests must be in writing and sent via email to: admin@mr-travel.com within the outlined Supplier Cancellation Period. Cancellations attempted in-store, or via online chat or phone, will not be actioned.
3.2 Client Cancellation (when you, the Traveller, cancels)
If you wish to cancel your booking, please see the following clauses for possible outcomes and their relevant terms and conditions.
- 3.2.1 Client Cancellations within the Supplier Cancellation Refund Period
If you wish to cancel your booking and are within the timeframe of the Supplier Cancellation Period outlined on the product page, you may be eligible for a refund. Please note that supplier fees may apply. Credit card fees are non-refundable. See section 4 for more information on the refund process.
All cancellation requests must be in writing and sent via email to: admin@mr-travel.com within the outlined Supplier Cancellation Period. Cancellations attempted in-store, or via online chat or phone will not be actioned.
- 3.2.2 Client Cancellations outside of the Supplier Cancellation Refund Period
If you wish to cancel your booking and are outside the timeframe of the Supplier Cancellation Period outlined on the product page, you will not be eligible for a refund. This includes “no-shows” on the day of travel.
- 3.2.3 Tour Transfers in the event of Client Cancellation
Customers who are within the valid Supplier Cancellation Period for a refund may be eligible for a Tour Transfer. Please note that this process is at the complete discretion of the supplier. You are not eligible to transfer your tour if you are outside of the valid Cancellation Refund Period (varies for each tour).
All Tour Transfers incur a $20 administration fee. All Tour Transfers are subject to availability, and it should be noted that specific availability is never guaranteed. Supplier fees may apply to Tour Transfers.
All cancellation requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone will not be actioned.
- 3.2.4 Credit in the event of a Client Cancellation
Customers who are within the valid Supplier Cancellation Period for a refund may be eligible for a Credit. Eligible Customers will be credited the full value of their initial booking refund, minus a $20 administration fee and any supplier fees that may be incurred from the cancellation.
Your Credit will be available to spend on any booking with The Travel Shop within the next 5 years.
Please note that this process is at the complete discretion of the supplier and The Travel Shop. You are not eligible for a credit if you are outside of the valid Cancellation Refund Period (varies for each tour). Credit card fees are non-refundable and non-creditable. Any future bookings using Credits are subject to availability.
All cancellation requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone will not be actioned.
3.3 Supplier Cancellations (when the Tour Operator cancels)
Tours may be changed or cancelled for any reason at the discretion of the Service Operator. In the event of a Supplier Cancellation, The Travel Shop is not liable for any additional costs incurred by the Client, such as non-refundable airline tickets, accommodation or other travel arrangements.
We strongly recommend obtaining appropriate travel insurance to cover any supplier cancellations due to the unpredictable tropical weather prevalent in the region, as The Travel Shop is not liable for any losses.
If the Supplier cancels your trip, please see the following clauses for possible outcomes and their relevant terms and conditions.
- 3.3.1 Refund in the event of Supplier Cancellation
If the Service Operator has to cancel the trip or activity (prior to departure) and The Travel Shop cannot offer a suitable alternative, then a refund of the value of your booking minus a 20% administration fee and any associated card fees. See section 4 for more information on the refund process.
All refund requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone will not be actioned.
- 3.3.2 Tour Transfers in the event of Supplier Cancellation
In the case of a Supplier Cancellation, you can opt for a Tour Transfer instead of a refund. Please note that this process is at the complete discretion of the supplier. All Tour Transfers are subject to availability, and it should be noted that specific availability is never guaranteed.
All Tour Transfers incur a $20 administration fee. Supplier fees may apply to Tour Transfers.
All refund requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone will not be actioned.
- 3.3.3 Credit in the event of Supplier Cancellation
In the case of a Supplier Cancellation, you can opt for a Credit instead of a refund. You will be credited the full value of your initial booking refund, minus a $20 administration fee and any supplier fees that may be incurred.
Your Credit will be available to spend on any booking with The Travel Shop within the next 5 years.
This process is at the complete discretion of The Travel Shop, and any future bookings using Credits are subject to availability.
All refund requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone will not be actioned.
3.4 Force Majeure
In the event of circumstances beyond our control, including but not limited to acts of God, natural disasters, extreme weather conditions, pandemics, government restrictions, civil unrest, strikes, or any other unforeseen event that makes it impossible or unsafe to operate the tour, The Travel Shop and its suppliers shall not be held liable for any cancellations, changes, or delays arising from such events.
If a booking is affected by a force majeure event:
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The Travel Shop will make reasonable efforts to offer alternative arrangements where possible.
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Refunds or rescheduling will be considered on a case-by-case basis and are subject to supplier policies.
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The Travel Shop is not responsible for any additional costs incurred by the Client, including but not limited to non-refundable airline tickets, accommodation, or other travel arrangements.
While unlikely, cyclones and extreme weather events have been known to occur in our tropical destinations. As such, and to protect yourself in the case of a Force Majeure event, we strongly recommend that Travellers obtain appropriate travel insurance.
3.5 Changes to Booking
Any requests to change booking details (e.g., dates, accommodations, activities) are subject to Operator approval and availability, and may incur additional charges. The Travel Shop will endeavour to accommodate such requests, but cannot guarantee all changes can be made.
3.6 Non-Transferable Bookings
Bookings are non-transferable unless agreed upon in writing by The Travel Shop. Unauthorised transfers may result in the cancellation of the booking without refund.
3.7 Availability Of Add-On Activities
All add-on activities (including but not limited to scuba diving, stand-up paddleboarding, helmet diving, guided snorkel tours, banana boat rides and waterslides) are subject to availability and price changes, and may not be available during your tour without notice. Guests are not eligible for refunds on the grounds of non-operating extra activities.
3.8 Cancellation Requests
All cancellation requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted via online chat or phone will not be actioned.
4. Refunds
4.1 General Refunds
All refunds are in Australian dollars and must be placed back on the same valid original payment method that you used to pay for your booking. Mr Travel is not liable for exchange rate fluctuations or fees, or any other merchant/bank fees associated with domestic and/or international transactions.
4.2 Credit
There is an option to transfer the whole cost of the tour to another tour or “Credit” to avoid the administration fee. A transfer fee of $20 will apply. Please see section 3.2.4 and section 3.3.3 for eligibility requirements for a Credit.
4.3 Refund Timeframe
You will be emailed confirmation once the refund has been processed. Once the refund has been processed, it may still take time for the banks to clear the amount. Please allow 7-10 business days for the funds to clear into Australian accounts and up to 21 business days for international accounts.
Mr Travel/The Travel Shop will always attempt to process refunds within a reasonable timeframe. However, unforeseen situations (including but not limited to natural disasters and lockdowns) may result in a wait of up to 90 days for processing time, due to high volume.
4.4 Non-refundable Costs
Please note that all card fees, luggage storage fees, bus tickets, and transport tickets are non-refundable.
5. Insurance
5.1 Travel Insurance
Comprehensive travel insurance is highly recommended for all Clients and should cover medical expenses, applicable extreme activity injury (e.g. scuba diving, surfing, skydiving, etc.), trip cancellation, personal liability, and personal belongings.
5.2 Compulsory Travel Insurance
Some trips may outline that they have compulsory travel insurance clauses, in which Clients must provide proof of insurance prior to the start of the tour to be eligible for travel.
5.3 Liability Waiver
By booking a tour through The Travel Shop, Clients acknowledge that they participate in activities at their own risk. As a travel agent and booking service, The Travel Shop is a separate entity from the tour operator of your tour/s. The Travel Shop is not liable for any injury, illness, death, loss, or damage to personal property that occurs during any experiences booked through us. Every tour operator is liable for guest safety and may have their own liability waiver policies to which Clients are subject when booking with that operator. Clients are advised to carefully review their insurance policy to ensure it meets their needs.
6. Transport
6.1 Third-Party Providers
Transport services are provided by third-party operators. The Travel Shop is not responsible for any delays, cancellations, or changes to the transport arrangements made by these providers. Any claims for compensation due to such disruptions must be directed to the respective provider.
6.2 Safety and Conduct
Clients must follow all safety instructions provided by the transport provider. The Travel Shop is not liable for any incidents resulting from non-compliance with safety guidelines or reckless behaviour. Any damage or loss incurred due to Client negligence is the responsibility of the Client.
6.3 Tour Courtesy Transfers
Some tours include a courtesy or paid transfer service for transport to and/or from your departure point. The Service Operator reserves the right to limit courtesy transfers to select local accommodations. Private residences or Airbnb properties may be asked to meet at the closest confirmed location. Failure to meet at the specified pick-up location may be treated as “No Show”, for which the Client Cancellation Policy applies. Not all tours offer transfers, please refer to the individual product to see if this is applicable to your tour. Any transfer buses or transport services must be organised directly with the operator, so please ensure you have confirmed your pick-up and drop-off location and time with the operator directly. The Travel Shop is not responsible for any late arrivals arising from operator transport services.
7. Merchant Fees
7.1 Payment Surcharges
All payments made by card incur a non-refundable 1% surcharge, including but not limited to Visa, Mastercard and AMEX payments. This fee will be communicated to the Client at the time of payment.
7.2 Accepted Payment Methods
The Travel Shop accepts payments via credit card, bank transfer, and other methods as specified at the time of booking. Payments must be made in the specified currency. Any currency conversion fees or bank charges are the Client's responsibility.
7.3 Late Payments
Failure to make payments by the specified due dates may result in the cancellation of the booking. The Travel Shop reserves the right to charge interest on overdue payments.
8. Open Date Vouchers & Gift Certificates
Shipping Costs are in addition to the ticket price and will be added at checkout. Shipping costs are non-refundable and do not makeup part of the ticket value. E-Vouchers incur no shipping fees.
You have 5 years to use the value of the voucher. Seasonal Price Rises will apply if travelling out the current seasons pricing. Vouchers can be exchanged for free up to the full value of the voucher excluding credit card fees and charges.
9. General Conditions
9.1 Governing Law
These terms and conditions are governed by the laws of the jurisdiction in which The Travel Shop operates. Any disputes arising from these terms shall be resolved in the courts of that jurisdiction.
9.2 Severability
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
9.3 Entire Agreement
These terms and conditions constitute the entire agreement between The Travel Shop and the Client/s. Other than Supplier Terms which are agreed to upon booking, no other terms or conditions shall apply unless agreed upon in writing by both parties.
By booking a tour with The Travel Shop, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. Don’t hesitate to contact us if you have any questions regarding our Booking Terms and Conditions.
