- All tours must be paid for in advance except by prior arrangement.
- We reserve the right to cancel an advertised tour due to operational reasons or if minimum numbers are not met and every effort will be made to contact customers 24 hours prior to the tour – we will then offer a new time/date or a refund.
- For individuals/small groups, there is no refund for tours cancelled in the last 24 hours prior to the tour.
- For large groups/corporate/schools tours there is no refund on cancellations 7 days or less prior to the tour.
- In the event of a no-show, all monies will be forfeited and any vouchers will become invalid.
- Children less than 13yo can only attend a Family or Private Tour unless by prior arrangement.
- Children under 18yo need to be supervised at all times by a parent/teacher/guardian.
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.
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. 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.
MELTours Tour Vouchers are valid for a period of 1 year from the date of purchase. Third party vouchers (TravelZoo / Livingsocial ect) expiry dates are listed at time of purchase and on voucher. All vouchers can be extended for another 3 months from expiry, only for a payment of $10 per original voucher. You must book your tour before the voucher expiry date, if tour has been cancelled / postponed by MELTours your voucher no longer has an expiry and alternative booking dates will be discussed and negotiated.
Paying for your tour
You must pay the full tour cost as displayed on the website at the time of booking at least 24 hours before a tour unless by earlier agreement by MELTours or if arranged prior.
For a group tour 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.
All payments must be made in Australian Dollars.
Refer to the website and the listings of each tour. Where there is aconflict 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 via MELTours correspondence.
The minimum number on all tours is 3 persons unless otherwise arranged. MELTours will advise those that book tours that contain less than the minimum number that they will then be offered a new time/date or a refund.
Changes to Bookings by the Customer
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 must be given.
Changes to Bookings by MELTours
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.
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. 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.
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 24hrs.
– For large groups/corporate/schools no refund on cancellations 7 days or less prior.
– For large groups/corporate/schools a 100% refund is for booking cancelled 14 days to 7 days prior.
We strongly recommend taking out travel cancellation insurance.
MELTours has indemnity insurance to the value of $10 million in the unlikely event that an incident occurs on a tour. We have this purely as a precaution and always manage our tours to minimise risk to our customers. Our tour groups must obey the relevant laws when walking 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 from 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.
Feedback / Complaints
If you have any feedback 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. 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.
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.
Costs – suppliers only
Where MELTours incurs costs as shown by a valid booking, request, or email with a supplier, an invoice must be produced within 12 months to a payment to be made. Where invoices are not received in that time, no payment will be made unless by prior arrangement.
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.