Terms & Conditions

Allergens

Every attempt is made to identify ingredients that may cause an allergic reaction for those with food allergies. However, there is always the risk of contamination as we use milk, eggs, gluten, soy, peanuts, tree nuts, sesame, wheat, lupin, fish and shellfish in our kitchen. Although we have strict cross-contamination policies, we cannot guarantee a total absence of these products in any of our items.

Transactions

All prices are in Australian Dollars (AUD) and include GST (Goods and Services Tax). All credit card transactions are processed in Australian Dollars (AUD). Mastercard and Visa are accepted. AMEX is not accepted.

Booking cancellation policy

We understand that plans can change. That’s why we offer a flexible cancellations policy so you can travel in confidence:

Individual bookings

For individual bookings of up to 10 persons, cancellations are accepted 24 hours before departure without penalty (excl. Hopo Gold Coast Ferry). The payment is non-refundable if the booking is cancelled within 24 hours of the booking date.

Group bookings

For group bookings of 11 or more persons, cancellations are accepted up to seven days before departure without penalty (excl. Hopo Gold Coast Ferry). The payment is non-refundable if the booking is cancelled within seven days of the booking date.

Private vessel/venue hire

For private vessel/venue hire bookings, cancellations are accepted up to 14 days before departure without penalty (excl. non-refundable deposit). The payment is non-refundable if the booking is cancelled within 14 days of the booking date.

Combination tickets

Cancellations are not accepted. The payment is non-refundable. Sea World theme park entry tickets are to be treated as cash and cannot be replaced if lost or stolen.

Gift vouchers

Cancellations are not accepted. The payment is non-refundable.

Hopo Gold Coast Ferry tickets

Cancellations are not accepted. The payment is non-refundable.

Third-party bookings

If you have booked via a third-party, such as an online travel agent, your booking will be subject to their cancellation policy. Please contact the third-party direct for further information.

We understand that unforeseen and unfortunate circumstances may apply to a cancellation of a booking and will be happy to discuss these circumstances with you to assist in such an event. 

Tour cancellation policy

On occasion, the operator may have to cancel a cruise due to unfavourable weather conditions, low passenger numbers or government directives. In this unlikely event, you will be offered travel on another suitable tour/day or issued a full refund. Refunds will not be provided for non-refundable bookings.

Substitutions

The operator reserves the right to substitute the vessel, itinerary, date, time, price, location, inclusions and age restrictions without notice.

Return times

All return times are approximate.

Liability

The operator and its employees are not liable or responsible for any accidental injury to passengers or any loss or damage to personal possessions.

Infants

Infant age is 0 to 2 years inclusive. Infants are free of charge. However, they still require a ticket to travel.

Children and teenagers

Child age is 3 to 13 years inclusive. Children require a ticket to travel.

Seniors

Seniors must present an Australian or New Zealand Government-issued Senior Card at check-in to receive the Senior ticket rate.

Concession cards

You must carry your proof of concession entitlement with you at all times and show it to the driver or authorised person when asked.

Companion cards

National companion cardholders who purchase a ticket can receive admission for their companion at 50% RRP. Excludes VIP Captain’s Lounge experiences. Companion card bookings can only be made directly with the operator over the phone. A valid National, State or Territory companion card must be presented at check-in.

Supervision of minors

Infants, children and teenagers under the age of 16 must be accompanied by a parent or guardian. If you are accompanied by a minor you are responsible for their safety at all times.

Health Problems

If you have mobility or health problems that may impact your safety before, during or after the tour you must inform the operator when booking.

Safety

Guests must follow the directions of staff before, during and after your selected tour.

Arro Jet Waiver: Before embarking on your journey with Arro Jet, please be aware that all passengers are required to sign a waiver. This ensures mutual understanding and agreement to the terms of our trip. To facilitate this process seamlessly, we kindly request that you carefully review and sign the waiver, which will be clearly outlined in the check-in documentation. Your cooperation in signing the waiver is invaluable and assists us in prioritizing the safety and satisfaction of all our guests.

Media

The operator or its subsidiaries or affiliates reserves the right to capture your photograph, image, voice or reproduction thereof, either in whole or in part, for any and all broadcast, advertising, promotional and publicity purposes without consideration, compensation, limitation or reservation.

Gift vouchers

Bookings are essential. Gift Vouchers can be redeemed by contacting the operator. No replacements will be issued for lost Gift Vouchers. Gift Vouchers cannot be transferred, exchanged or refunded and are not valid with any other offer.

Public holidays

A 15 per cent surcharge applies to all secondary purchases such as, but not limited to, beverages, cafe and retail on public holiday dates.

100% Whale Sighting Guarantee

In the unlikely event that your tour fails to see a whale, you will be provided a free return tour valid for 12 months. Applicable to whale watching tours only. No guarantees are provided for other species of wildlife.