All cancellations must be in writing.
Please note that all cancellations are subject to an administrative fee.
Check out oursterms and conditionsFind out more before booking.
Terms and conditions of the tour operator.
Terms, conditions and travel policy
We recommend guests to read the following rules:
All future decisions regarding your booking are subject to the terms and conditions set out in this policy.
Queensland Government Directives on COVID-19 17 December 2021
Please see the published public health document outlining the 'new normal' and how the restrictions imposed by the Queensland Government may affect you.
Any government regulations that apply to visitor vaccination requirements at Whitsundays venues and experiences supersede any or all of the Explore Whitsundays Terms and Conditions.
To view the Queensland Government website click – https://www.qld.gov.au/health/conditions/health-alerts/coronavirus-covid-19/current-status/public-health-directions/public-health-social- measures
Individual guest cancellation policy.
We recommend that all guests purchase travel insurance that covers cancellations for a variety of reasons, including pre-trip cancellation coverage in the event of COVID-19 illness. Cancellation due to the illness of COVID-19 or close contact will no longer be considered a valid reason for canceling or postponing travel.
One-day trip cancelled
Day trips - if you or your guests do not show up or cancel within:
Within 24 hours you will forfeit 100% of the full ticket price.
Cancellation of an extended trip/overnight stay
night tour cancelled
If you or your guest cancel:
You will lose 25% of the ticket price between 30 and 60 days from the departure date.
Between 14 and 30 days before departure, you lose 50% of the ticket price.
Within 14 days of departure you will forfeit the full price of your trip.
Conditions and cancellations of a private charter trip
Reservations will be confirmed after payment of the deposit.
The balance is due in full 30 days before the start of the lease.
Cancellation 60 days before departure forfeits 50% of the deposit.
Cancellation between 30 and 60 days prior to departure will result in forfeiture of deposit.
Cancellation within 30 days of the departure date will result in a forfeiture of the full rental price.
We recommend that all renters purchase travel insurance to protect themselves against unexpected cancellations.
travel insurance
The operator strongly recommends guests to purchase travel insurance in order to:
Cover valuables (eg cameras, luggage)
In order to prevent unforeseen flight or bus cancellations, road closures or delays in arriving at Airlie Beach for any reason that would result in you missing your scheduled departure time,
It covers medical conditions that may arise during transit and additional costs associated with obtaining medical care around the island, including return to port or emergency air evacuation.
for emergencies that require you to return to port immediately, such as a seriously ill family member,
Full refund for the airline ticket including part of the agency commission
Make sure guests understand the specifics of what is included in their travel insurance to ensure the above is covered for peace of mind.
responsibility
Guests should be aware that sailing, diving and water activities can be dangerous and while our staff will do everything possible to ensure the safety of our guests, Discovery Whitsundays and the operators cannot be held responsible for the actions of guests beyond the control of the staff. Guests should be aware that stingrays and other marine life inhabit the tropical waters of the Whitsunday Islands.
Guests are required to fill out a questionnaire before departure and sign a travel contract upon check-in. The operator has valid shipowner's insurance to cover the public liability of our guests and staff. A copy of the confirmation will be forwarded if required.
travel agency fees
Guests who book through an agency are advised to read the agency's business conditions before booking. If the trip is canceled for any reason, the tour operator will not be responsible for your tour operator's refund terms.
itinerary and time
The organizer reserves the right to change the trip or any of its travel itineraries and organize alternative advertised carriers if necessary. The operator will always have the safety of guests and staff in mind, so some locations may not be available if wind, visibility or wave/tide conditions are unsuitable or if parts of the park have been closed by governing bodies. If it rains, our tours will still run as usual, as guests can still experience the Ghosts, including swimming and bushwalking. If the wind is less, the journey will continue as usual; however, the ship's engine will have to be used to travel between locations.
We do not guarantee that the wind will be constant and in the right direction for sailing to be possible. Ghosts are considered partially calm waters and trips will only be canceled if the regional port authority closes the area due to a high wind warning or if the operator deems it unsafe to travel. If the trip has to be canceled and payment of the balance of the ticket or a pro rata refund has been approved, the amount of the ticket paid to the operator will be refunded. Discovery Whitsundays is not responsible for additional costs beyond the value of the ticket. We do not guarantee reimbursement of travel agency commissions or any other costs associated with guests' travel arrangements.
Minimum number of guests
All boats require a minimum number of guests to operate. If the minimum occupancy is not reached, the organizer reserves the right to cancel the planned excursion. Where possible, Discovery Whitsundays will offer alternative excursions of a similar or higher standard.
meal supplement
Please note that passengers on board requesting additional dietary requirements (such as vegetarian, vegan, pescetarian, gluten-free and dairy/lactose-free) must pay a $15 surcharge at check-in.
Please note that we cannot accommodate Halal and Kosher requirements.
Most of the boats represented by Explore Whitsundays are owner operated with a small team supplying the boats. Airlie Beach is remote and does not have the same access to alternative food as in urban areas.
We believe that food is very important to the guest experience and to fuel the day.
luggage
Guests are kindly requested to limit their luggage as there is very little storage space on the yacht. Guests should use soft bags instead of hard trolley bags. Please note that there is no luggage storage at the pier. There are plenty of options on the high street in Airlie Beach.
the behavior of the guests
Operators reserve the right to deny boarding to passengers who are drunk or suspected of being under the influence of illegal substances. During the tour, guests must follow the instructions of the staff. Guests are also required to comply with the law and not tolerate harassment, harassment, abuse of our staff or anti-social behaviour. Tourists who refuse to follow instructions and endanger the safety of the crew, guests, themselves or the vessel may be restricted and excluded from the tour group. All associated removal costs will be borne by the guest and ticket fees will not be refunded.
understanding of the English language
We require that all guests (or at least one member of your team) have a good understanding of English. This is especially important when guests participate in water sports, swimming and diving.
If the passenger does not understand English, it is important that the accompanying passenger speaks English and can translate for the non-English speaking passenger.
We have dive summaries in other languages for guests to read. If guests have any doubts, please contact us before departure.
Bedding for guests or cabin allocation
We will always do our best to accommodate guest cabin requests.
Due to limited resources this cannot be guaranteed. We will offer an alternative and if accepted, the booking will be completed.
check the time
On the last day, the operator will ask guests to leave their accommodation and pack their bags so that they can start providing accommodation services.
For Solway Lass guests, after lunch on the last day, guests will be asked to pack their bags and leave their cabins for the service to commence.
Sign up for your trip
Guests traveling overnight must check in before boarding the flight
Guests must register via online waiver no later than 72 hours prior to travel. A confirmation email will be sent to confirmed passengers.
Day trippers must check in before boarding the flight
Guests must register via an online waiver that must be completed by 6 p.m. the day before travel. A confirmation email will be sent to confirmed passengers.
Explore Spirits - terms for children and ages
Age range varies by vessel and conditions.
Be sure to contact our reservations department on a case-by-case basis. The vessel owner/operator has the flexibility to adjust based on load factor, time of year, age of children, number of children and other age range restrictions that may change.
private charter
Please call or email us for age restrictions for private hire