Cancellation Policy
A minimum of 48 hours' notice is required to re-schedule or alter all or part of a reservation.
Any changes to the booking (date, names, etc) incur a $20 administration fee.
We must notify the operator of any cancellations within the specified cancellation period. It is your responsibility to ensure you submit your cancellation request with adequate time, and during our standard business hours (9 am-5 pm), to allow us to contact the tour provider. All cancellation requests must be in writing and sent via email to [email protected]. Any emails received outside of these hours will be considered received the following day.
Cancellation fees are as follows:
- 20% cancellation fee 30 days or more prior to departure
- 50% cancellation fee if within 30 days prior to departure
- 100% cancellation fee within 14 days prior to departure
There will be no refund of any part of your tour costs should you fail to arrive at a scheduled tour departure time. Tour departures may not be delayed due to passenger circumstances - including events beyond your control, medical problems, airline delays, weather etc.
All passengers are strongly advised to purchase comprehensive travel insurance that includes trip cancellation insurance, evacuation and medical cover. Please read the wording of your insurance policy carefully and ensure it covers you for all potential activities. No refund or compensation will be issued for unused equipment, prepaid/pre-booked courses and/or Scuba dives, or guides if you cannot complete the entire tour. Please see Scuba Diving – Important Information below.
Terms And Conditions
This website acts as a booking agent only for the tours advertised herein. Although we endeavour to provide accurate information, we are not liable for inaccurate information concerning services.
Check-in: If you are Making your own way (no return transfers booked), please check-in and board at 7.30 am. Your transfer vessel is named Reef Experience and is located on A Finger, at Cairns Marlin Marina.
Terms and Conditions
- A minimim of 2 people are required to book our Great Barrier Reef Deal.
- This deal is for snorkellers ONLY. No scuba diving available.
- Please note that we do not offer children's pricing. However, for families traveling with a third guest who is a small child aged 2 to 11 years, a roll-away bed can be added to your cabin, subject to availability. Infants (0 to 2 years) can be accommodated with cot hire and small meals, also subject to availability. Kindly be aware that we cannot provide both a roll-away bed and a cot in the same cabin. Each cabin has a maximum occupancy of three people.
- Open-Dated Ticket: In certain cases, Open-Dated tickets may be issued. These tickets are valid indefinitely but are non-refundable. Any fare increase must be paid at the time of rebooking. Once a customer accepts an Open-Dated ticket, the cancellation policy applicable to the original booking date will remain in effect.
- Schedules, vessels, dive locations, and itineraries are subject to change without prior notice due to unforeseen circumstances, with full consideration for your safety and enjoyment. We reserve the right to adjust tours, schedules, prices, and itineraries at any time without notice. We are not liable for any changes, cancellations, or delays, and we accept no responsibility for any loss, additional expenses, or out-of-pocket costs incurred as a result, whether caused directly or indirectly.
- Neither this site nor any associated company or agent advertised through this site is responsible for your costs or losses resulting from alterations, cancellations, any loss, any damage, delays, deaths or personal injury.
- All passengers are strongly advised to purchase Comprehensive Travel Insurance that covers personal injury and the events, including but not limited to your cancellation for any reason and the cancellation or alteration to the scheduled itinerary for reasons involving weather or passenger, crew or vessel safety. Please read your insurance policy's wording carefully and ensure it covers you for all potential activities. Please be aware that scuba diving and other in-water activities are not covered by all travel insurance companies. In a medical emergency, any evacuation, vessel relocation, medical or other expenses are the financial responsibility of that passenger.
- The passenger acknowledges and consents to Reef Encounter taking photographs or video recordings during the course of this activity / tour. The passenger acknowledges and consents to Reef Encounter receiving and using images of the passenger from third parties and using these images for marketing and promoting its services.
- No alcohol may be consumed before in-water activities.
- Please inform us of any special requirements 48 hours before your travel date, such as dietary requirements, allergies, mobility and disability issues. This can be done in the ‘Booking Message’ section of your online reservation or by contacting our friendly reservations team.
- Avoid booking flights on the same day of travel: We strongly recommend not booking any flights on the day you travel with us or the day you come back from Reef Encounter. We cannot guarantee that the tour will return at the scheduled time (due to weather, mechanical issues, etc.), and we will not be held responsible for missed flights or additional costs incurred as a result.
Peak Season Surcharge
A Peak Season SURCHARGE of $100 per person is payable onboard on the first day of travel and is applicable for all travel:
• from the 17/04/2025 to 22/04/2025
• from the 23/12/2025 to 01/01/2026
• from the 02/04/2026 to 07/04/2026
• from the 23/12/2026 to 01/01/2027
Please refer to our website for our full Terms & Conditions: https://reefencounter.com.au/terms-conditions/
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