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Contents
Booking
procedure/making your booking
What
is included in the pricing & what you will have to pay extra for
Cancellations
and booking conditions
Quick Summary
·
All tours must be paid for before a tour start
except by prior arrangement.
·
While we will try and run tours as needed, MELTours
reserves the right not to run a tour without at least 48 hours notice.
·
For individuals/small groups, there is
no refund for tours cancelled in the last 48 hrs.
·
For large groups/corporate/schools no
refund on cancellations 7 days or less prior.
·
In the event of a no-show, all monies
will be lost and any vouchers will become invalid.
·
We reserve the right to cancel a tour if minimum
numbers are not met.
·
We reserve the right to not run an advertised tour
due to operational reasons.
·
If a tour is booked and then cancelled,
we will offer a new time/date or a refund.
·
Children less than 13yo can only attend
a Private Tour.
·
Children under 18yo need to be
supervised at all times by a parent/teacher/guardian.
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Booking procedure/making your booking
To reserve
a place on a tour individuals or small groups (usually <10) must fully pay
for the tour prior to the start time via credit card, direct deposit or Paypal.
Cash is accepted provided a deposit is received at any associated establishment
or full credit card details are given to MELTours. For larger groups (usually
>10), corporate, school or conference attendees a deposit is required with
the balance payable from 14 days of receipt of the invoice for the balance.
Your
booking will not be confirmed until full payment is received or where
negotiated, the deposit is received. We will confirm your booking with
you in writing via email or post. We have a binding contract with you
from the time that we receive your full payment or deposit. We reserve
the right to refuse any booking for any reason whatsoever up to the start of a
tour where we do not believe that a person is suitable to attend a walking tour
or ride a bicycle correctly.
Tour
Vouchers are valid for a period of 1 year and 1 day from the date of purchase.
Vouchers can be extended for another year only for a payment of 25% of the
original voucher cost.
Paying for your tour
You must
pay the full tour cost as displayed on the website at the time of booking at
least 48 hours before a tour unless by earlier agreement by MELTours or if
arranged prior, you must pay the balance within 14 days from the receipt of the
final invoice. Payment can be made by Mastercard, Visa, Direct Debit or
PayPal. Allow 7 days for cheques to clear to ensure your booking is held. Cash
is accepted as per the conditions in the preceding paragraph.
All
payments must be made in Australian Dollars.
What is included in the pricing & what you will have to pay extra for
The price
of the tours can include your Tour Guide, a meal, refreshments, chocolate,
water, train, tram or bus tickets. Refer to the website and the listings of
each tour. Where there is a conflict in pricing and inclusions, the website is
the information that takes precedence.
Tour
participants will be required to pay for everything else unless otherwise
stated on the website or MELTours correspondence.
Minimum numbers
The
minimum number on all tours is 1 person except:
·
Bar Tours of Melbourne: 3.
·
History and Laneways Tours: 2.
·
Literary Tour: 2.
·
Art Deco Architecture Tour: 3.
·
Architecture Tour: 2.
·
Shopping Tours: 2.
·
Bike Share Tour of Melbourne: 2.
·
Flinders St Station Tour: 2.
·
Travelzoo, Deals or Spreets Tour Coupon
holders: 10
MELTours will advise those that book tours that
contains less than the minimum number for an alternate date or a refund.
Maximum numbers
The
maximum number the following tours is:
·
Bike Share Tour of Melbourne: 10.
(Due
to Bike Pod sizes)
Changes by you
If you
want to make changes to your booking after we have accepted it we will do our
best to accommodate your request. We reserve the right to refuse your
request or to charge you an administrative fee at a rate necessary to cover the
costs associated with your request. We will inform you of the amount of
the administrative fee where it is payable. To ensure any fees are kept to a
minimum, please provide at least 24 hours notice of a change. For large groups,
corporate groups, schools groups, etc 3 days notice should be given.
Changes by us
Sometimes we have to make changes
to your tour for reasons outside our control. We will contact you and endeavour
to come to an agreement that is suitable for both parties. Options will always
include giving you the option of rescheduling your tour or a full refund.
Cancellations and booking conditions
We
reserve the right to cancel your booking if we do not receive the minimum
number of bookings for a tour or for any other reason including force
majeure. We will not cancel your tour unless it is absolutely
necessary. If we cancel your booking because we do not have the minimum
number of bookings we will offer to transfer your booking to an alternative
tour date or refund your payment/deposit in full. If for any reason you
cancel your booking your cancellation must be via email (in writing) and the
terms and conditions contained herewith apply.
As per
our published Guarantee, for those individuals or small groups who attend a
booked tour at the allotted time at the start location and there are excessive
hot or wet conditions, we will provide a full refund of the tour cost. For
large groups, corporate groups, etc, a 50% refund is payable.
In the
case of a storm or force majeure, we will stop the tour at that point and
refund the percentage of the costs based on the time into the tour. For large
groups, corporate groups, etc, a maximum 50% refund is payable
Bookings for underage persons
Bookings
for persons under 18 years of age will not be accepted unless an adult who is
responsible for that person or persons accompanies that person or persons on
the tour. For children under 13 years old, they will not be able to
attend any tour except a Private Tour which will attract individual pricing.
While we don’t believe many children would be a hindrance, this is done to
ensure that our adult customers get the most from their tour(s).
Insurance (indemnity/travel)
MELTours
has indemnity insurance to the value of $10 million in the unlikely event if an
incident on a tour. We have this purely a precaution and always manage our
tours to minimise risk to our customers. Our tour groups must obey the relevant
laws when walking or cycling in Victoria and should make themselves aware of
these prior to arrival in Melbourne. Tour participants are required to follow
the tour guide’s instructions at all time and not to create a hazard at any
time.
For those
travelling interstate or overseas, we highly recommend Travel Insurance that
includes trip cancellation provisions in the event of customers not being able
to attend a paid tour.
Complaints
If you
have any complaints regarding the organisation or conduct of our tour we will certainly
welcome them and appreciate you telling us on the day and jointly we can
address the issue.
We
regularly conduct feedback to capture any issues which you can use to raise
your concerns. If feedback isn’t conducted on your tour (sometimes its operation
is not possible) let us know and we will send a form to you.
We will
do our utmost to provide you with an enjoyable experience however we
acknowledge that given the many variables this may not always be
possible.
Governing law
You agree
that this agreement is governed by and shall be interpreted in accordance with
the laws of Victoria, Australia. You agree that any claim arising under
this agreement must be bought in the Courts in the State of Victoria.
Cancellation Policy
Depending when we receive your cancellation notice, the following scale of payment applies:
·
For individuals/small groups, there is
no refund for tours cancelled in the last 48 hrs.
·
For individuals/small groups, we will
refund 50% of the tour cost for cancellations 2 days up to 7 days prior.
·
For individuals/small groups, we will
refund 100% of costs for cancellations 8 days or longer.
·
For large groups/corporate/schools no
refund on cancellations 7 days or less prior.
·
For large groups/corporate/schools a 50%
refund is for booking cancelled 14 days to 7 days prior.
·
For large groups/corporate/schools, we
will refund 100% of the costs for cancellations 15 days or longer before a
tour.
We strongly recommend taking out travel cancellation insurance.
Disclaimer
This web site may contain information about activities which by reason
of their physical exertion or the degree of physical fitness required may be
unsuitable or dangerous for certain persons, or it may describe activities
which are inherently dangerous.
MELTours makes no representations of fact, nature, quality and
suitability about any or all of the activities promoted on this site and user
agrees that the user shall be responsible for first satisfying himself/herself
by independent enquiry or advice as to the suitability of the particular
activity.
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