Booking Conditions

Please take the time to read and understand the conditions of booking set out below before booking a trip with us. 

 1. Our contract 

All bookings are made with Cocky Guides Australia Limited (ABN 22 665 986 854) (us/we). By booking a trip with us, you are deemed to have agreed to these Booking Conditions (which constitute the entire agreement between you and us), and your booking will be accepted by us on this basis. Acceptance can be in the form of writing, verbal or paying your deposit/personal contribution. The services to be provided are those referred to in your booking confirmation invoice.

2. Validity

All dates, itineraries and prices of trips are subject to change at any time, and the current price will be quoted and confirmed at the time of booking, subject to any changes in required support levels prior to or on your trip.

3. Deposit requirement  

You must pay a non-refundable deposit as outlined in the initial booking form to confirm your booking. This is also known as a personal contribution. By paying the deposit, you agree to engaging our services.

4. Acceptance of booking and final payments  

If we accept your booking, we will issue an invoice for the outstanding balance. A contract will exist between us from when we issue this invoice. Please refer to your booking confirmation invoice for details regarding final payments. If this balance is not paid on or before the due date, we reserve the right to treat your booking as cancelled. If you are paying for support via NDIS and your payment is declined or is not made, you are responsible for the outstanding amount plus 10% GST.

5. Prices & surcharges 

Our trip prices are subject to variable and seasonal pricing, standard practices within the travel industry. Our trip prices may vary by demand, market conditions and availability. Different passengers on the same trip have likely been charged different prices. If you like the price you see, your best option is to book at that time. Any reduced pricing or discounts that may become available after you have paid your deposit will not apply. Full cancellation conditions apply if you wish to cancel your booking to take advantage of a cheaper price. The most up-to-date pricing is available on our website. We reserve the right to impose surcharges up to 45 days before departure due to unfavourable changes in airfares or other transportation costs, increases in local operator costs, taxes, or if government action should require us to do so. In such instances, we will be responsible for any amount up to 2% of the trip price and you will be responsible for the balance. If any surcharge increases more than 10% of the trip price, you may cancel the booking within 14 days of notification of the surcharge and obtain a full refund. Please note that a surcharge may be applied to all purchases made by credit card.

6. Your details 

For us to confirm your travel arrangements, you must provide all requested details. Necessary details vary by trip; they include but are not limited to full name as per passport, date of birth, nationality, passport number, passport issue and expiry date and any pre-existing medical conditions you have that may affect your ability to complete your travel arrangements. On some more demanding trips, we also require you to complete and forward a Self-Assessment form. Failure to provide the requested details may incur additional charges or non-refundable trip cancellation. 

If you are a traveller’s companion, you must support the traveller on a volunteer basis for Cocky Guides. You are not required to support any other travellers. You are not an employee of Cocky Guides Australia Limited or any related businesses associated with this tour. 

Medical and health information

All travellers need to be physically healthy to participate fully on this trip. When selecting your trip, please make sure you have read through the itinerary carefully and assess your ability to cope with our style of travel. Please note that if, in the opinion of our trip leader, any traveller cannot complete the itinerary without undue risk to themselves and/or the rest of the group, Cocky Guides reserves the right to exclude them from all or part of a trip without a refund.

You should consult your doctor for up-to-date medical travel information or for any necessary vaccinations before departure. We recommend that you carry any personal medical requirements. Please ensure that you are adequately prepared.

Blind or low-vision support

Each adventure is designed for travellers who are active and competent with mobility using either a cane, a guide dog or a companion as a sighted guide. Our trip leaders provide vocal instruction to assist in navigating one to four travellers without companions in areas we know well. For technical navigation, like stairs or narrow environments, we may travel one at a time, with our trip leader providing one-on-one assistance when requested. All our transport, accommodation, activity, and hospitality partners are proud to assist us in delivering our adventures for our travellers and welcome guide dogs. We can provide a quote if you require a dedicated trip leader to act as your sighted guide for all or part of this tour.

7. Cancellation by the traveller 

Cancellation fees will apply if you cancel some or all portions of your booking. A cancellation will only be effective when we receive written confirmation of the cancellation. If you cancel a trip:

– 45 days or more before departure, we will retain the deposit;

– between 15 and 44 days before departure, we will retain 50% of the total booking cost

– 14 days or less before departure, we will retain 100% paid by you in connection with the booking.

Note that different cancellation conditions apply to some trips and additional services. Your booking consultant will advise if differences apply. Please note that the cancellation charge may be higher for certain travel arrangements than those shown. In certain cases, a 100% cancellation fee applies when the booking is made and the ticket is issued. You will be advised of different cancellation charges at the time of booking. You are strongly advised to take out cancellation insurance when booking, which will cover cancellation fees. If you leave a trip for any reason after it has commenced, we are not obliged to make any refunds for unused services.

If you fail to join a tour, join it after departure, or leave it before completion, no refund will be made. The above cancellation fees are in addition to fees levied by accommodation providers, travel agents or third-party tour and transport operator fees.

8. Cancellation by us

Unless the minimum group size specifically states otherwise, our trips are guaranteed to depart once they have one fully paid traveller. We may cancel a trip at any time before departure if, due to terrorism, natural disasters, political instability or other external events, it is not viable for us to operate the planned itinerary. If we cancel your trip, you can transfer the amounts paid to an alternate departure date or receive a full refund. If the cancellation is due to external events outside our reasonable control, refunds will be less than any unrecoverable costs. We are not responsible for any incidental expenses that you may have incurred due to your booking, including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.  

9. Booking amendments 

If you wish to transfer from one trip to another or transfer your booking to a third party, you must notify us at least 15 days before the proposed departure date. A fee of $200 per person per change will apply (in addition to any charges levied by hotels, ground operators or airlines). The refund policy applies to cancellations if you notify us less than 15 days before the proposed departure date. Transfers to a third party are only permitted where the transferee meets all the requirements in relation to the trip, and transfers to another departure can only be made to a departure within the current validity period. 

Amendments to any other arrangements made with your trip will incur a $100 administration fee per booking per change. This fee includes any charges levied by hotels, ground operators or airlines. No amendments are permitted to your booking within 14 days of departure.

10. Inclusions  

The land price of your trip includes:

• All accommodation as listed in the Trip Itinerary 

• all transport listed in the Trip Itinerary 

• sightseeing and meals as listed in the Trip Itinerary 

• the support and services of a trip leader as described in section 6.

11. Exclusions  

The land price of your trip does not include:

• International or internal flights, unless specified

• airport transfers, taxes and excess baggage charges unless specified

• meals other than those specified in the Trip Itinerary 

• Visa and passport fees

• travel insurance

• Optional activities and all personal expenses

12. Age & Health requirements

A minimum age at the time of travel applies to many of our trips – please see specific Essential Trip Information for details. For most of our trips, we have no upper age limit, though we remind you that our trips can be physically demanding, and passengers must ensure that they are suitably fit to allow full participation. All travellers under 18 must be accompanied by a legal guardian, or in lieu of a legal guardian, by an escort over 18 appointed by their legal guardian. The legal guardian or their designee will be responsible for the traveller under eighteen’s care. Please note families must upgrade from dorm-share accommodation to private rooms where applicable.  We cannot guarantee triple or joining rooms for families; accompanying adults may be required to share with others in the group on a twin-share basis.

13. Small groups & combination trips  

At times, we can have groups with small numbers of travellers. Many of our trips are designed to fit with other departures to create a longer “combination” trip; this means that some of your group may have already been travelling together for some weeks when you commence your trip. If you would like to know how many people are booked on your trip or any combination trip it is part of, please ask before booking.

14. Identification 

You must carry valid photographic identification during your trip If you are a dog handler, you must also carry public access documentation for your dog guide.

15. Travel insurance

Travel insurance is recommended for all our travellers and should be taken out when booking. We also strongly recommend it covers cancellation, curtailment, personal liability loss of luggage and personal effects. 

16. Flexibility

You appreciate and acknowledge that the nature of this type of travel requires considerable flexibility, and you should allow for alternatives. The itinerary provided for each trip is representative of the types of activities contemplated. Still, it is understood that the route, schedules, itineraries, amenities and mode of transport may be subject to alteration without prior notice due to local circumstances or events.

17. Change of itinerary

While we endeavour to operate all trips as described, we reserve the right to change the itinerary. Please refer to our website before departure for the most recent updates to your itinerary. 

• before departure: If we make a major change, we will inform you as soon as possible if there is time before departure. The definition of a major change is deemed to be a change affecting at least one day in five of the itinerary. When a major change is made, you may choose between accepting the change, obtaining a refund of money paid on the land portion of the trip, or accepting an alternative tour offered.

• after departure: We reserve the right to change an itinerary after departure due to local circumstances or events outside of our control.  You will cover the additional cost of any necessary itinerary alterations in such emergencies. Please note we are not responsible for any incidental expenses incurred due to the change of itinerary, such as visas, vaccinations or non-refundable flights.

18. Authority on tour

Our group trips are run by a trip leader. The trip leader’s decision is final on all matters likely to affect the safety or well-being of any traveller or staff member participating in the trip. If you fail to comply with a decision made by a trip leader or interfere with the well-being or mobility of the group, the trip leader may direct you to leave the trip immediately, with no right of refund. We may also elect not to carry you on any future trips booked. You must always comply with the laws, customs, foreign exchange and drug regulations of all countries visited and agree to travel following our responsible travel guidelines. 

19. Acceptance of risk

You acknowledge that the nature of the trip is adventurous, and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present greater dangers and physical challenges than in our daily lives. We use information from foreign government departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is also your own responsibility to acquaint yourself with all relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information. You accept that you know the personal risks attendant upon such travel.

20. Limitation of liability

We contract with a network of companies, government agencies and individuals to assist in running our trips as agents for these third parties. We are not responsible for the acts and omissions of these third parties.

To the fullest extent permitted by law:

– any liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded;

– you release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip; and

– any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty), is excluded.

To the extent an Implied Warranty cannot be excluded, our liability in respect of the Implied Warranty is limited to (in our absolute discretion) (i) the provision of a similar trip to an equivalent value or (ii) a refund of the total amount received by us from you in connection with your booking.

Any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however, it arises, or for indirect, special, punitive or exemplary damages.

21. Optional activities

Optional activities not included in the trip price are separate from the trip or this contract. You accept that any assistance your trip leader or local representative gives in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and the activity provider. 

22. Claims & complaints

If you have a complaint about your trip, please inform your trip leader or our local representative at the time so they can attempt to rectify the matter. If satisfaction is not reached through these means, then any further complaint should be written to us within 30 days of the end of the tour.

23. Severability

Suppose any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason. In that case, such term or condition shall be deemed severed from this contract or amended accordingly only to the extent necessary to allow all remaining terms and conditions to survive and continue as binding.

24. Photos and marketing

You consent to us using images of you taken during the trip for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes.

25. Privacy policy

Any personal information we collect about you may be used for any purpose associated with the operation of a Trip or to send you marketing material concerning our events and special offers. The information may be disclosed to our agents, service providers or other suppliers to enable us to operate the Trip. We will otherwise treat your details under our privacy policy (available for viewing on our Website). 

26. Applicable law

New South Wales, Australia’s laws fully govern these Booking Conditions. Any disputes concerning a trip or these Booking Conditions must be initiated in the courts of New South Wales, Australia.

27. Registered address

Unit B3, 2-12 Bourke Road, Alexandria 2015, NSW, Australia