Cooee Tours Terms of Service

The following terms and conditions (‘booking conditions’) form the basis of your contract with Waggie Group / trading as Cooee Tours (‘Cooee Tours’, ‘we’ or ‘our’). Please read them carefully as they set out your and our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these booking conditions, that you agree to them and that you agree to them applying to your holiday arrangements that you book with us and which we agree to make, provide or perform (as applicable) as part of our contract with you.
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References in these booking conditions to your ‘holiday package’ are references to the tour or cruise package you have booked with Cooee Tours. References to “excursions” are references to short trips or tours included or available as part of your holiday package.   For specific details about the required deposits, special deals, passport/visa requirements, and cancellation policies applicable to the destination you are travelling to - please read the full General Information and Conditions found at the back of the applicable online brochure.

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BEFORE YOU BOOK

Age Consent for Persons Purchasing Online

The minimum age to purchase Tours or other products/services online shall be Eighteen (18) years of age with no exceptions.

Prices – Deposits – Discounts – Payments   Your booking price will be set out on this website unless it is varied by advertising or a special offer, including without limitation, to cover changes in government taxes and charges, exchange rate variations, fuel surcharges, airline charges, a force majeure event or other material increases by suppliers. Once you pay your deposit your holiday package price is guaranteed (except for any changes resulting from a force majeure event – see below). A security deposit per person, per holiday package is required within seven days of booking confirmation. Deposit requirements may vary when booking a special offer. Final payment of the balance of your holiday package price is due 100 days prior to departure unless stated in the terms of a special offer. Cooee Tours reserves the right to cancel any ticket or booking or to refuse to carry any passenger where payment has not been received by Cooee Tours within the specified time. Payment in full is required at time of booking for reservations made less than 100 days before departure from your country of origin. If Cooee Tours is unable to confirm your reservation, all monies will be refunded.
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Travelling with Minors

- Children under 18 years of age must be accompanied by an adult and share their accommodation with an adult. Included in Holiday Package Price - Please refer to the General Information and Conditions pages within the brochure relevant to your selected destination/tour.

Transfers

- Where stated, airport transfers are included on the first and last day of the holiday package at designated times. No refund will be given for unused transfers. Transfers cannot be re-routed to other pick-up points or destinations. Passengers who miss the pre-booked transfers must make their own way to/from the ship/hotel at their own expense. Some holiday packages include group transfers from or in between airports/hotels/ships and vice versa. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group.

Not Included in Our Cruise and/or Tour Price

- Airfares (unless stated), airport taxes, laundry, passport and visa fees, food not on the regular table d’hôte menu, drinks may or may not be included as indicated in your itinerary, excess baggage, fuel surcharges and optional excursions and gratuities not specified in your itinerary.

Choosing your Holiday

- To maximize your enjoyment of your Cooee Tours holiday and to ensure that it lives up to your expectations it is important that you choose the right holiday package for you. Our qualified staffs are available to discuss your options.

Gratuities

- Have been included for all staff on all Cooee Tours and Cruises and cannot be redeemed for a cash refund.

Hotels

- Hotel rooms in Europe are often smaller than those in Australia and NZ. In more remote places, hotel standards may not be quite as high as in major centres*. Cooee Tours endeavors to utilize the most suitable accommodation available in each destination to ensure that passengers enjoy high levels of cleanliness, comfort and service. The hotels listed will be used on almost all holiday packages, however, if a change is necessary for any reason, Cooee Tours will endeavor to ensure that alternative accommodation is of an equivalent standard to those shown. Hotel rooms are generally not available for check-in before 3 pm and require check-out by 10 am. * Please refer to Kimberley Wilderness, Outback Wilderness and Africa brochures for more detailed information on camps and safari style accommodation.

Twin or Double Rooms

- Accommodation in all hotels, regardless of the rating, is in standard rooms (sometimes named superior/deluxe) based on twins or doubles unless otherwise stated.

Solo Travelers

- A limited number of single rooms/suites/cabins may be available by request at time of booking your cruise/holiday package. Single room/suites/cabins are not available on certain cruises. Single rooms/suites/cabins are usually smaller than standard twin or double rooms and often only have one single bed.
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Cruising

– Cabin/Suite/Stateroom Selection – Cooee Tours will make every effort to assign specific cabins, cabin numbers or locations on the ship if requested. If this is not possible, APT reserves the right to make changes to cabin assignment, within the category booked, without prior notice.

Passengers Needing Special Assistance

– Cooee Tours welcomes passengers with disabilities or special needs provided they are accompanied by a companion capable of providing all necessary assistance. Any disability or medical condition requiring special attention must be reported to Cooee Tours at the time of booking. It is the customer’s responsibility to advise us of your circumstances to ensure the selected tour is suited to your individual needs. Cooee Tours is not responsible for any loss of enjoyment, loss of touring or loss of monies should the customer be unable to participate in the tour or in any or all of the activities. Any costs incurred as a consequence of the customer’s need to return home as a result of non-disclosure are the customer’s sole responsibility. A Health, Mobility and Fitness Checklist can be requested at the time of booking and will then be sent to you with your invoice. Download the Health, Mobility and Fitness Checklist here.

Cooee Tours will make reasonable efforts to accommodate the special needs of disabled passengers, but is not responsible for any denial of services by carriers, hotels, trains, restaurants or other independent suppliers, or for any additional associated expenses. Coaches and minibuses are not equipped with wheelchair ramps. Not all river cruise ships and decks have elevators. Cabin doors and restrooms on river cruise ships are not wide enough to allow access by standard wheelchairs. Wheelchairs and walkers cannot be carried on coaches, due to space limitations. For safety reasons, passengers in wheelchairs cannot be carried on ramps in ports where the river cruise ship is at anchor. Cooee Tours is unable to provide individual assistance to any passenger for walking, dining, boarding or alighting coaches or other transportation vehicles or other personal needs.

General Health and Fitness

- A good level of fitness and health is required to participate on Cooee Tours holiday packages. In some destinations there are extensive sightseeing excursions by foot and which includes climbing of stairs. Mobility is needed boarding or alighting coaches, river cruise ships and trains. We recommend a visit to the doctor and dentist before travelling to overseas destinations. It is your responsibility to advise Cooee Tours of any pre-existing medical conditions or health and mobility related concerns that may affect the normal conduct of a holiday package and the enjoyment of other passengers. A Health, Mobility and Fitness Checklist can be requested at the time of booking and will then be sent to you with your invoice.

Visa and Passports

- All passengers must have a valid passport that is valid for at least six months after the holiday package return date. Passengers must consult with the appropriate consulates to ensure that they have any applicable visas for countries included in the holiday package prior to departure. Passengers are solely responsible for meeting necessary passport and visa entry requirements and paying all associated costs. Cooee Tours is not responsible for delays or missed portions of the holiday package resulting from incorrect travel documents or visas.
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Shore Excursions (Cruise only)

- The timing of the shore excursions on all river cruise ship holiday packages may differ slightly for each package. The published times are a guide only and are subject to change without notice. It is impossible for large coaches to be used for some city sightseeing excursions and many towns and cities will be visited by way of walking tours. For river cruising, clients must be able to climb ramps to embark or disembark river cruise ships. Depending on river levels, these may have a number of steep steps. Holiday packages including time in Switzerland and other alpine regions may include mountain excursions to, at times, high altitudes.

Freedom of Choice & Signature Experience Excursions - Minimum and maximum group numbers apply on some Freedom of Choice or Signature Experience excursions. If your first choice of Freedom of Choice or Signature Experience excursion is unavailable you may be asked to choose an alternative. In Vienna, substite touring may be required when the Spanish riding school is not in operation.

Public holidays/festivals

- Virtually all countries have public holidays, religious or otherwise. The festivities may temporarily disrupt your holiday and some religious holidays may result in a reduction of facilities and entertainment.

Late bookings & special offers - Many of the hotels and holiday packages included in our late bookings promotions or special offers are also featured in Cooee Tours main brochures and on its website. Late booking promotions and special offers do not apply to existing bookings unless otherwise stated.

BOOKING AND PAYING FOR YOUR HOLIDAY

Airfares - Air travel is arranged with independent airlines. Cooee Tours will arrange air travel as advertised in connection with you holiday package or otherwise arranged with Cooee Tours. All airfares are subject to flight and booking class availability. Airfares will be booked and ticketed upon receipt of your deposit to avoid price or tax increases. Airport taxes vary for each departure point and routing of airline. Airline schedules are subject to change without notice. Once air tickets are issued, airline amendment and/or cancellation fees apply and, in some cases, are non-refundable. Name changes and voluntary date and schedule changes will incur fees. Cooee Tours is not liable for delays or disruptions of air travel. Once tickets are issued Cooee Tours will have no other liability and will not be responsible for refunding the cost of any services booked in conjunction with the flights.

Out of Date Range Flights - If airlines have not published their schedule at the time of booking, Cooee Tours will estimate the cost of airfares connected with your holiday package. When the airline releases flight inventory and airfares, Cooee Tours will confirm seats and pricing to you by sending you an updated invoice. Once you have confirmed flights and payment has been received Cooee Tours will issue your ticket/s.
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Cooee Tours Deposit Cancellation Peace of Mind

- Applicable when an upfront fee of $75 per person is paid with your deposit. The holiday package can be cancelled prior to final payment date and deposit will be retained as a Cooee Tours holding credit to be used for future bookings. If Deposit Cancellation Peace of Mind is claimed, monies held must be used on a future cruise or tour and cannot be redeemed against the original cruise or tour departure date. Deposit held in credit will exclude fees imposed by third parties in relation to – air and rail travel, hotels and cabins on Voyages cruises. When booking airfares through Cooee Tours (including when taking advantage of a special offer that includes air travel), standard airline cancellation fees will apply. In some cases, airfares will be non-refundable. In the event of cancellation, these fees will be deducted from the deposit paid, and therefore the credit being held. Cooee Tours Deposit Cancellation Peace of Mind applies to new bookings only and is only valid up until 100 days prior to travel. After three years, unused credit funds will incur the original cancellation conditions as per brochure. This does not replace Travel Insurance, which we strongly recommend at the time of booking.

Travel Insurance

- Travel Insurance is not included in your holiday package. For your protection we strongly recommend that you purchase comprehensive travel insurance that includes (without limitation) coverage for medical expenses, loss of luggage, cruise and land content and airfare charges that may occur due to cancellation, disruption, loss of deposit or strikes.
Travel insurance is a type of coverage designed to protect travellers from financial losses related to trip cancellations, medical emergencies, lost luggage, and other unexpected events that may occur while travelling. It typically includes various options, such as trip cancellation insurance, emergency medical coverage, and coverage for travel delays. It's essential to read the policy details carefully and choose a plan that fits your needs, especially if you travel internationally or engage in high-risk activities. The cost of travel insurance can vary depending on age, destination, and coverage options, ranging from 4% to 10% of your total trip cost. While typically covering trip cancellations, medical emergencies, lost luggage, and travel delays, specifics can vary by policy. Travel insurance protects against unforeseen events that could disrupt your travel plans. The "better" travel insurance often depends on individual needs; comparing policies based on coverage types, limits, and customer reviews is advisable to find the most suitable option for your trip. How much is travel insurance? What does travel insurance cover? What is travel insurance? Which travel insurance is better?

Travel information and documents

- After booking you will receive an invoice with all-important information relevant to your holiday package. We strongly recommend you check the details carefully and read the included information. Please ensure that you check your flight timings carefully on your tickets, particularly early am departures. Approximately 21 days before departure you will receive your eticket together with your final itinerary. However in the case of late bookings, charges or late payment, tickets may be emailed to you.

Special Requests

- Where a special request (eg. diet, room location, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals) is an important factor in your choice of holiday, you must advise us when your booking is made. Cooee Tours will pass your request onto the hotel, airline or other supplier but cannot guarantee that it will be accommodated. Cooee Tours will also pass on any dietary requests to the airline but we strongly recommend that you check directly with the airline once your tickets have been issued. The provision of any special request does not constitute a term of your contract with us. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

Super deals and Special Offers

* - Conditions apply. Strictly limited offer on set departures. Subject to availability at time of booking. Cannot be combined with any other offer and maybe withdrawn at any time. Savings figures shown are the maximum possible savings available for the itinerary for which they appear and may not apply to all departures or all suite categories. *Please refer to individual itineraries and brochure for further details.

Credit Card Surcharges

- If you pay Cooee Tours by credit card credit card surcharges of between 1% and 3% will be added your tour price.
If You Want to Change or Cancel Your Holiday

Changes or Additions to Your Holiday

- If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. The person who made the original booking, or his or her travel agent must make any request for changes in writing. If it is possible to make the change, it will be subject to an administration charge and payment of any further costs incurred as a result of the change.

Cancellation Policy

- For all holiday packages the following Cooee Tours cancellation fees apply:
Days of Notice: Fee Per Person

>> 100 days or more Loss of deposit
>> 99-61 days 50% of holiday package price
>> 60 days or less 100% of holiday package price
>> All cancellations must be received in writing by Cooee Tours and are not effective until this notification has been received. If your holiday has commenced, 100% of the full holiday package price is charged.

There is no refund for unused services or if portions of the holiday package are missed.  Additional cancellation fees may also be charged in respect of accommodation reserved outside the holiday package dates. These cancellation fees are in addition to any fees that may be levied by Cooee Tours and your travel agent (if any). You acknowledge that the amounts estimated under the Cancellation Policy are reasonable and represent a genuine pre-estimate of Cooee Tours loss. If you request changes after Cooee Tours has issued your documents, Cooee Tours may charge you a fee of AUD$70 per person in addition to any applicable cancellation fees.

Cancellation of Airfares

- Scheduled airlines normally regard name changes and changes to departure dates as a cancellation and rebooking which may attract a cancellation fee. Applicable cancellation fees may amount to 100% of the airfare.

If We Want to Change or Cancel Your Holiday

Website and Brochure Accuracy

– Cooee Tours has endeavored to ensure that the information given on this website and in our brochures about accommodation, itineraries etc., is correct to the best of its knowledge at the time of going to print. However, advertised descriptions and facilities and prices may change. We recommend that you confirm the details of your chosen holiday package at the time of booking. Additionally, flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Holiday package or excursion itineraries may change or be different from those described as a result of local conditions, weather conditions, and annual events. Cooee Tours will endeavor to notify you of any significant changes prior to your departure.
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Flight Changes

- The flight timings shown in our brochure, on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are set by airlines and affected by events outside our control. Scheduled and charter flight timings, and days of operation are also subject to change. Cooee Tours will advise you of any significant changes as soon as it is informed by the airline. Minor timing changes will be shown on your flight tickets, Any change in the identity of the airline, flight timings or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying any applicable cancellation fees except where specified in these booking conditions.

If We Change or Cancel Your Holiday Before Your Departure – Cooee Tours endeavors to provide you with all the services confirmed to you at the time of your booking. However, we plan arrangements a long time in advance of your departure date using independent suppliers such as airline, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and Cooee Tours reserves the right to cancel or amend holiday packages/excursions accordingly.

Force Majeure

- Force Majeure means the occurrence of an event that is beyond Cooee Tours reasonable control and which could not have been reasonably prevented by Cooee Tours, which includes, but is not limited to: (a) war, armed conflict, criminal damage, riot, civil strife, industrial dispute, terrorist activity or the threat of any such acts; (b) natural disaster (including but not limited to flooding, fire, earthquake, landslide), adverse weather conditions, high or low water levels; (c) nuclear or other industrial accident causing environmental pollution or contamination; or (d) change in law, meaning, enactment, amendment (including repeal) in the law or administration of any law in Australia or any jurisdiction or territory relevant to the booking contract, which includes changes in statute, regulation, determination, by-law, declaration, license and the common law as applicable from time to time.

Termination of Booking Contract or Change of Travel Arrangements Due to Force Majeure - If Cooee Tours, in its reasonable opinion, considers that any Force Majeure event prevents Cooee Tours (whether directly or through its employees, contractors, subcontractors and agents) from lawfully or safely providing any products or services subject of the booking contract with you, Cooee Tours may immediately by written notice: (a) terminate the booking contract (in whole or in part); or (b) change your travel arrangements as reasonably practicable to ensure your safety and invoice you for any additional costs.

Limitation of Liability in the Event of Force Majeure - In the event that Cooee Tours cancels or changes your travel arrangements in any way due to a Force Majeure event, Cooee Tours will not be liable to you in contract, tort, statute or restitution for any loss (including, but not limited to, loss of deposit or purchase price and loss of enjoyment), damage, costs, charges, expenses or injury resulting from or in connection with (whether directly or indirectly):(a) the cancellation or change to your travel arrangements; or (b) the Force Majeure event. Cooee Tours is not liable to refund any part of the deposit or purchase price paid by you if Cooee Tours subsequently changes or cancels your travel arrangements in connection with a Force Majeure event. Force Majeure events are unpredictable and beyond Cooee Tours control. It is your responsibility to purchase travel insurance to adequately protect yourself against these risks.

On Holiday - For more detailed information, please refer to the General Information and Conditions within the brochure, which contains your specific itinerary.

Personal Belongings and Lost Items

- For security reasons valuables should be kept to a minimum and packed in your hand luggage along with your medicines, camera, film, electrical or battery-operated appliances, as well as basic essentials such as a change of clothing and toiletries. It is your responsibility to look after your property at all times and you must ensure you are adequately covered by comprehensive travel insurance in the event of any loss.

Disruption to Cruising and Itinerary Arrangements - Itineraries are intended as a guide only and are subject to alteration without notice. Alternations may be necessary for various reasons including, without limitation, road, river or weather conditions, strikes or other reasons beyond Cooee Tours control. If conditions render any routes unsafe for navigation, Cooee Tours reserves the right to provide alternative services including, but not limited to, accommodation on the docked ship or substitute land arrangements.

Under normal river conditions, itineraries will operate as far as possible as detailed in this brochure. However, sometimes for reasons beyond our control, it may be necessary to make alterations to your itinerary. For example, without limitation, if there is a water level problem on a river or canal, it may be necessary to operate part of the itinerary by coach and alternative sightseeing may be included. Cooee Tours will not be liable for any direct or indirect costs that you incur as a result of any event or other factor beyond our control, which necessitates a change in your itinerary. Additionally, you are not entitled to any refund for any alterations to your itinerary that are caused or contributed to by any flood or water level events or such other events, which are beyond our control. Where disembarkation is necessary, services such as Wi-Fi and complimentary all-day beverages cannot be provided. Complimentary beverages are guaranteed during evening meals.

Cooee Tours cannot guarantee exact arrival and departure times for carriers and operators used by Cooee Tours and Cooee Tours will not be liable for failure to make connections with any other services or attractions beyond its control.

On Return From Your Holiday
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Data Protection Policy - Your personal data will be passed on by Cooee Tours to any relevant independent suppliers connected with your holiday package who need to know it so that your holiday can be provided and may also be provided to government/public authorities such as customs, immigration and the security services if required.
All personal data you give us (including sensitive personal data) will be kept. We will use only names and contact details for marketing purposes unless you notify us that you do not wish to receive future marketing material by writing to Cooee Tours.

GENERAL INFORMATION

Limitation of Liability

1. Our holiday packages include the services of independent providers, such as hoteliers, airlines, cruise companies and other operators, who are not agents, servants or employees of Cooee Tours. Although we take care in selecting the independent service providers and the optional excursions conducted by some independent service providers, Cooee Tours is not responsible for the conduct of the independent service providers, their servants and agents or for any ramifications of that conduct. Optional excursions may, depending on your holiday package, include activities such as climbing, exploring, bike riding, swimming and snorkeling. You accept and assume the risk involved with these activities.

2. If, in the opinion of any representative of Cooee Tours, your mental or physical condition is such as to affect your own health and safety, render you incapable to care for yourself, cause you to became a hazard to yourself or other passengers or result in you becoming objectionable to other passengers or staff, you will not be permitted to embark or continue on the whole or any part of the holiday package. Cooee Tours is not liable to you for any costs associated with such decision and you will not be refunded for any part of the holiday package.

3. Cooee Tours accepts no responsibility for any death, injury, illness, loss (including loss of enjoyment), damage, detention, delay (including mechanical breakdown) beyond its control.

4. Any term, condition or warranty express or implied by statute or otherwise in respect of the holiday packages contained on this website or in brochures are excluded to the full extent permitted by law. Nothing in these booking conditions excludes, restricts or modifies the application of the Competition and Consumer Act 2010 (Cth) as amended, consolidated, supplemented or replaced.

5. To the full extent permitted by law, Cooee Tours liability arising under or in connection with these booking conditions: (a) is limited to the re-supply of the products or services or the payment of the cost of re-supply of the products or services to you; and (b) excludes liability for any indirect or consequential losses suffered by you or any third party, howsoever caused, including but not limited to pure economic loss or any special, extraordinary or punitive damage to you or any other party.

6. Your travel agent will forward deposits and other payments to us on your behalf, but your travel agent is not our agent for the purpose of receipt of monies. Receipt of deposits and subsequent payments by the travel agent does not constitute receipt of those monies by us and the travel agent has no authority expressed or implied to receive monies on our behalf. There is no liability on the part of Cooee Tours in respect to any monies paid to your travel agent unless and until Cooee Tours notifies you (by way of a booking confirmation advice or payment receipt advice) that monies have been received by Cooee Tours. Cooee Tours reserves the right to cancel any ticket or booking or refuse to carry any passenger where payment has not been received by Cooee Tours within the specified time.

Responsible Service of Alcohol - Our staff are trained in the Responsible Service of Alcohol and are obligated by law to refuse service to any guest who is intoxicated or behaves in an aggressive or offensive manner.

Medical Assistance

- Cooee Tours does not employ medical staff on any of our river ships. Where a doctor is not onboard and if you require medical attention, local medical services can be contacted immediately. You are responsible for all charges that result from a visiting a medical facility, or for a medical practitioner visiting you. Cooee Tours is not responsible for the type or quality of the medical services you may receive. For more detailed information, please refer to the General Information and Conditions within the brochure, which relates to your specific itinerary.
Smoking - For other passengers’ comfort there is no smoking on coaches or river cruise ships, except in designated areas.

Service Enquiries

- If a problem occurs during your holiday you should, in your own interests, advise your tour/cruise director so that steps can be taken to resolve the matter. If you remain dissatisfied, any complaint must be made in writing to Cooee Tours within 30 days.

Luggage Limits

- Each passenger is entitled to take one piece of luggage that does not exceed 160 cm (63 inches), or weigh more than 20 kg (44 pounds). An extra charge will be imposed to cover porterage handling of any additional luggage. Your tour/cruise director will advise you of the exact additional charge.

Seat Rotation on Coach Tours

- To ensure all passengers enjoy forward and window facing seats; we have incorporated a daily seat rotation system.
If you have any questions don't hesitate to contact Cooee Tours on 0409 661 342 or alternatively by any of the methods on our Contact Page

This policy was updated on the 8th July 2021