Booking & Payment All tours and transfers must be paid in full prior to the start of the service. For wine tour bookings, a 50% deposit can be paid at the time of booking. The remaining 50% must be settled at least 72 hours before the tour unless prior arrangements are made. If payment is not received before the deadline, we reserve the right to cancel the booking and apply the relevant cancellation fee. Cancellation Policy Cancellations made 48 hours or more before the scheduled service are eligible for a 75% refund of the tour rate, excluding the booking fee and credit card surcharge fee. Cancellations made less than 48 hours before the service will receive a 50% refund of the tour rate, excluding the booking fee and credit card surcharge fee. Cancellations made less than 24 hours before the tour, or no-shows, will be charged the full tour amount, excluding the booking fee and credit card surcharge fee. Third-party bookings may be subject to their own cancellation policies; the tour provider is not responsible for refunds outside our terms. Provider Cancellation In the rare event that the provider must cancel the tour due to unforeseen circumstances (such as vehicle issues, extreme weather, or driver illness), the customer will receive a full refund of the tour amount and any platform booking fees paid. The provider is not responsible for any third-party costs or charges (such as accommodation, restaurant, or winery bookings) incurred by the customer outside this refund. Itinerary & Changes The confirmed itinerary must be provided at least 24 hours prior to the tour start time for all full-day custom winery tours. Any changes to the number of passengers or pickup/drop-off locations out of free zone, after confirmation may incur additional charges. Pickup & Travel Free pickup and drop-off applies to: Cessnock, Nulkaba, Pokolbin, Lovedale, Bellbird, and all locations within 15 km of Roche Estate. All pickups and drop offs outside free zone or more than 15 km from Roche Estate will be charged at $20(return included) for every extra 5 km(maximum of 25 kms can be added) This charge is payable on the day of service. Delays, Waiting Time & Extra Hours If passengers are not ready at the scheduled pickup time, the driver will wait for 20 minutes. If no notification to wait further is received, we reserve the right to cancel the service and charge the full tour amount. Extended waiting or delays may reduce overall scheduled tour time. Tours running beyond the scheduled duration, due to customers fault will incur an additional charge of $60 per hour, payable before the end of the tour. Conduct & Safety No open alcohol is permitted in the vehicle. Guests must behave responsibly and follow the driver’s instructions to ensure safety at all times. Passenger Responsibility & Safety Guests are responsible for their personal belongings during the tour. The provider is not liable for any loss, theft, or damage. All passengers must comply with safety instructions given by the driver. Passengers must remain seated and wear seat belts while the vehicle is in motion. The driver reserves the right to refuse service or end the tour if a passenger behaves in a way that compromises safety. Excessive alcohol consumption or unsafe behavior that puts passengers or the driver at risk may result in immediate termination of the tour without refund. Children & Child Seat Policy Passengers traveling with children must bring their own child safety or booster seats in accordance with NSW road safety regulations. Child seats must be installed and used properly at all times while the vehicle is in motion. Passengers are responsible for ensuring children are correctly secured in their seats for the duration of the transfer. The provider does not supply child seats, and failure to bring an appropriate seat may result in cancellation of the transfer without refund. Cleaning & Damage Any damage or excessive mess in the vehicle, including spills or sickness, will incur a $200 cleaning fee, payable immediately. Vehicle Substitution In the rare event of mechanical issues or unforeseen circumstances, the provider reserves the right to substitute the vehicle with a similar class vehicle without prior notice. Liability Disclaimer The provider will not be held responsible for any injury, loss, or damage incurred during the tour, except where required by law. All passengers participate at their own risk. Photo & Media Release Guests consent to photographs or videos taken during the tour for promotional or marketing purposes unless they explicitly opt out before the tour. Photography Add-on Optional photography services are conducted only within the tour schedule and winery stops. Delivery of photos is typically on the same day if possible, otherwise within 48 hours. No refunds are available for photo delivery delays. Weather & Winery Conditions The provider is not responsible for winery closures, restricted tastings, or changes to availability due to seasonal or operational conditions. Miscellaneous Prices are fixed at the time of booking. Post-booking changes will not affect the agreed cost. All tours are private, providing a safe and convenient experience tailored to the booked guests