To continue providing excellence and quality in our services and a great experience to our clients, we would like to share our terms and conditions so you know what you can expect. TERMS & CONDITIONS Mate Tours is committed to providing excellence and quality in all services offered to our clients. This document outlines our ongoing obligations in regard to this commitment. These policies intend to guarantee you the best experience. You by default agree to these terms and conditions by booking or participating in a tour or any related product/service with Mate Tours. BOOKING CONDITIONS Please take the time to read these booking conditions carefully prior to booking a trip with us, as these conditions detail the basis on which Mate Tours accepts bookings. Do not make any booking unless you understand and agree with the following terms and conditions. The contract will be governed by and subject to these booking conditions and general information provided in Mate Tours’ brochures, trip letters, and website. The fulfilment of any booking is conditional on Mate Tours securing the minimum number of bookings required to operate the respective tour. Mate Tours reserves the right to cancel or suspend a scheduled departure where sufficient attendance is not achieved. CODE OF CONDUCT Mate Tours’ team of professional staff prioritises customer service, and customer safety is of paramount importance. All passengers of the trip are expected to behave responsibly and accept the direction and authority of the guide/s. We expect our passengers to behave with courtesy and respect towards each other, especially towards staff members. Passengers must not express discriminatory behaviour or language towards other passengers or Mate Tours staff. Mate Tours products and services are inclusive for all demographics of age, race, culture, nationality, gender identities, and sexual orientations, and by extension, passengers are expected to share this mutual respect. Mate Tours reserves the right, without payment or compensation, to require any tour participant to withdraw from or leave the tour, if in the opinion of any Mate Tours representative the passenger’s behaviour, physical, or mental condition, may endanger the health, safety, interests, or welfare of themselves or any other passenger. Mate Tours will not be liable for any expense resulting from the decision to preclude the participant from completing the tour for any such reason. SALES AGREEMENT Tours and services must be paid in full at the time of booking unless otherwise agreed. In the case of four (4) days or more tours and services, a non-refundable deposit may be charged (at Mate Tours discretion) to secure the booking until full payment is received. Full payment must be complete prior to tour departure. Pre-paid passengers must provide relevant proof of payment before embarking, and failure to comply with this condition may result in the refusal of any prepaid passenger to embark. All tour reservations are subject to availability. All deposits are non-refundable. Mate Tours accepts cash, credit card, or bank transfer for payments. RESPONSIBILITY While Mate Tours is committed to the care of all tour passengers, the passenger agrees to indemnify Mate Tours and its guides and staff in relation to any liability, loss, and damage of property, personal injury, or sickness arising as a direct or indirect result of any tour activities. Mate Tours is not responsible and disclaims liability for any delay or change in itinerary of schedules, additional expenses, inconvenience, or irregularity incurred during the tour relating to supply of transportation, accommodation, entertainment, facilities, meals, or other services. ITINERARY VARIATIONS Mate Tours will endeavour to adhere to published/stated departure, arrival, and general travel times but reserves the right to alter its schedules and services where and when necessary, in unforeseen circumstances such as breakdowns, delays, pick-ups, arrival and departure times, or weather-reliant activities booking. CANCELLATION POLICY To cancel or amend a tour booking, please email us at bookings@matetours.com.au within office hours and lodge a refund claim. Please note that rescheduled trips are not entitled to refund. Please email us at bookings@matetours.com.au to discuss alternative arrangements. All deposits are non-refundable. Notice of Cancellation: for multi-day tours: Period % Cancellation Fee Minimum 30 days prior 100% refund (less the amount of deposit where applicable) Minimum 15 days prior 50% refund (less the amount of deposit where applicable) Less than 15 days prior No refund for day tours: Period % Cancellation Fee Minimum 5 days prior 100% refund Cancellation requests lodged within less than 5 days from departure time are not entitled to any refund. If your travel is affected by Covid restrictions, read our Covid Cancellation Policy below. Mate Tours will be under no obligation to make refunds when passengers miss any part of the tour (including sightseeing), do not use the accommodation provided without notifying Mate Tours, or leave the tour after it has started. COVID CANCELLATION POLICY We understand that travel plans have been impacted by the spread of COVID-19 and various government travel restrictions. However, any tour that requires cancellation due to COVID-19 restrictions will not be entitled to any refund. Mate Tours will endeavour to rebook you or offer a 100% credit voucher for future travel with us in these circumstances. All rebooking will not incur any additional charges under these circumstances. Affected passengers will have their booking prioritised over any new booking to accommodate passengers to our best possible ability. A credit voucher will also be processed if the passenger presents a doctor’s certificate citing COVID-19 symptoms, a positive COVID-19 test result, a COVID-19 test awaiting determination, or referral for COVID-19 testing within 14 days of departure. COVID VOUCHER All credit vouchers for COVID-19 affected tours will be issued with an equal value to the original trip. Credit vouchers are transferable to any person. The transference can be facilitated via trading or in the form of a gift. All credit vouchers are valid for 12 months from the issuing date to provide passengers with enough flexibility to enjoy their favourite destination at a time that better suits them. If restrictions affect your travel plans for a period beyond 12 months, contact our team immediately to discuss the possibility of an extension for your credit voucher. COVID SAFETY PROTOCOLS Mate Tours is responding to the coronavirus (COVID-19) health crisis and has made changes to how we operate our tours to ensure safety for our passengers, guides, staff, and community. We act and will continue to act in-line with all Government and Health Department directives to minimise risks. We ask our clients and passengers to check the New South Wales Government website for the latest travel restrictions prior to any booking. All passengers are responsible for electronic check-ins at any location via the relevant Government app during the trip. Mate Tours is taking extra precautions regarding catering preparation and allocation. All passengers will be asked to sanitise their hands every time they board the vehicle. All vehicles are undergoing additional cleaning and sanitisation after every trip. Passengers experiencing flu-like symptoms will not be permitted to embark on the vehicle or participate in the tour. If the passenger experiences any flu-like symptoms during the tour, they must notify the guide/s immediately. If a passenger has booked a tour and falls ill, they must contact our team to advise as soon as practicable.