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Cancellation Policy

We understand plans can change, so here are our conditions and policies

Terms and Conditions   Please read the Terms and Conditions in full before proceeding to make a booking. The Terms and Conditions apply to any booking made by a Customer (you, your, their, they) with Hidden deTours (us, we, our). The booking can be made by phone, email or online. 

The Terms and Conditions are provided to each Customer via email or online. A booking cannot proceed without agreement. If a booking is made by you, Hidden deTours accepts you have agreed to the Terms and Conditions stated below.

1. Prices
All fees and charges are payable in Australian Dollars and are inclusive of GST and valid until the end of December 2019.

2. Contract and Acceptance
All bookings are made with Hidden deTours Pty Ltd – ABN 32 166 018 319
 
Public Tours
Acceptance of the Agreement for Scheduled Tours is made on completion of an online booking form and payment.

Private Group Tours and Charters
Acceptance of the Agreement for Private Group Tours is made when the Customer returns the signed Tour/Charter Booking Form via email or provides an email stating their acceptance of the Tour/Charter Booking Form and the Terms and Conditions; and payment of the deposit or full payment is received. However, instructing, inducing or permitting us to confirm or commence the Tour/Charter will also be deemed acceptance.

 The Tour/Charter Booking Form includes an outline of the nature of the Tour/Charter and a summary of the times and duration of the tour, the deposit payable and the total fees payable for the Tour. If the Customer requests any changes outside the scope of the Tour/Charter booking after it is accepted or confirmed, extra costs may be applicable in accordance with the Cancellation Policy set out in these Terms and Conditions.

If the Customer books the Tour/Charter on behalf of other guests, they will be the Responsible Person for ensuring each guest attending the Tour is provided a copy of these Terms and Conditions. They must obtain each person’s details and signature on the Passenger Information Form, supplied by Hidden deTours and return to us before the Tour departs.  The Tour/Charter will not proceed, and no person will be permitted entry to the Tour vehicle, until this has occurred.

If the Responsible Person will not or cannot travel with the Tour or Charter for any reasons, another Responsible Person must be nominated by you and fully accept the responsibility for the Tour/Charter Booking, which will be deemed to have been re-made in that new person’s name. You agree not to leave the Tour or Charter before returning to the drop-off point set out in the Tour/Charter Booking without the express permission of us.

If at any time the number of guests falls below any minimum set by Hidden deTours, the Tour/Charter may be cancelled. The Customer may choose to pay the full minimum amount and proceed with the Tour with less people or for less time.

By signing and accepting the Terms and Conditions, the Customer warrants that he or she is at least eighteen (18) years of age with full capacity to sign and accept these Terms and Conditions. Where Terms and Conditions are accepted or signed by a parent, guardian or person for or on behalf of Customer, the person signing warrants he or she has full authority to do so and agrees to indemnify Hidden deTours in terms of the indemnity contained below. Adult supervision must be provided for any under 18 guests as instructed by us, dependent on the number of under 18 guests. Hidden deTours or their personnel cannot supervise any group or person other than our specific responsibility under the Road Transport Act (WA) and parents and guardians are otherwise solely responsible for under 18 guests.

Private Group Tours with Tailor Made Itineraries or Charters must confirm their itinerary for the Tour/Charter via email, more than 14 days prior to the date of departure.

All Tours
A Tour will not proceed unless the minimum number of quests required by Hidden deTours is confirmed. Customers will be notified within 24 hours of the Tour and an alternative date will be selected if you have booked a PublicTour only.

3. Payment Terms
 
Public Tours

  • Single seat bookings for scheduled advertised tours online on the Hidden deTours website
  • A variety of tours are listed on the website and priced per person
Public Tours are payable in full via a secure online booking system on the Hidden deTours website. Payments can be made using credit card with Square or PayPal.

A surcharge of 15% may be applied to Tours on public holidays or as otherwise notified by Hidden deTours to the Customer online.

The goods and services included in each Tour are stipulated online. Customers must pay the service provider directly for all extra goods and services they require.

Currently there are no additional fees when paying by credit card unless specifically noted.

Private Group Tours
  • Group bookings for minimum of 6 or more people
  • Maximum of 12 people for Wine Tours and 13 people for Bar Tours
  • The whole bus is booked for the group only
  • The date is selected by the Customer, based on availability
  • Prices are quoted per person
  • Length of time is stated per tour option

There are two varieties of Private Group Tours:

       Tailor Made Tours
  •  Itineraries are created in consultation with the Customer and customised for each group
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        Standard Tours
  • Ready made tours with an itinerary that is current
  • No changes are permitted by the Customer to the itinerary provided
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Charters
  • Group booking for maximum 13 people plus a Driver supplied by Hidden deTours
  • Prices are charged per hour for the whole bus
  • Minimum booking period of 4 hours
  • Customer stipulates pick up, drop off times and locations
  • Customer organises all booking times with third party service providers and pays all fees directly to the third party. For example, wineries, cider houses, breweries and other service providers. 
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The Tour/Charter Booking Form, sent to the Customer on booking, outlines the method of payment and total fees to be paid. A non-refundable Deposit of 25% of the total booking value is to be paid for all Private Group Tours and Charters to secure the booking. A tax invoice will be provided to the Customer by email and payment must be made within 7 days.

The remainder of the total booking amount must be paid no less than 14 days from the date of departure. A reminder email and invoice will be sent to the Customer for the remainder of the booking amount for payment.

Payments are accepted via bank transfer on receipt of a valid tax invoice by Hidden deTours. A remittance advice must be emailed to Hidden deTours as proof of payment. Customers must include the invoice number, name and the date of the Tour or Charter in the description when remitting the payment.

If a booking is made 14 days or less before the date of departure, the Private Group Tour or Charter must be paid in full immediately, to secure the booking. An invoice will be provided to the Customer by email and payment must be made on the same day.

If a payment is not received within the specified period of time on the Tour/Charter Booking Form and invoice, the Private Group Tour or Charter may be cancelled. The Customer will be notified by email about the cancellation and will forfeit any deposit paid.

It is the Customer’s sole responsibility to ensure we receive payment in cleared funds prior to the due date for payment.
Payments made by credit card may attract a surcharge, as set out on the Tour Booking Form or otherwise advised by Hidden deTours.

Extra Costs payable - Private Group Tours and Charters

Public Holidays
A surcharge of 15% may be applied to bookings on public holidays or as otherwise notified by Hidden deTours to the Customer.

Extra goods and services
The goods and services included in each Tour/Charter are stipulated in the Tour/Charter Booking Form. The Customer must pay for all extra goods and services above and beyond what is outlined in the Tour/Charter Booking Form. If the extra costs are requested before the date of departure they will be itemised and included in the Tour/Charter Booking Form and on the invoice for pre-payment. If they occur on the date of Tour/Charter the Customer will pay the third party service provider directly.

The Customer will be solely responsible for payment of any fee charged by any third party for any activities provided by that third party, including wine or food tastings and the Responsible Person will, if required, collect the payments prior to the Tour and pay directly to third parties. Hidden deTours take no responsibility for informing you of any fees before the Tour/Charter.

Extra kms for pick up and drop off address
Private Group Tours and Charters with pick up and drop off addresses outside the Perth CBD will be charged an extra fee based on the distance from this point. The extra fee will be itemised in the Tour/Charter Booking Form and invoice.

Security Bond
A refundable Bond of $200 will apply upon booking a Private Group Tour or Charter, unless waived at Hidden deTours discretion, if the pick up or drop off location is not from the Customer’s place of residence. For example, a hotel, airport, bar or near public transport.

The Bond may be refunded at the conclusion of the Private Group Tour or Charter after an inspection by Hidden deTours detecting no loss or damage of any kind; otherwise Hidden deTours may retain the Bond until a proper inspection or any repairs or cleaning have occurred. ?

Forfeiture of some or all of the Bond may also occur due to a Private Group Tour or Charter running overtime or for any other reason, which may cause Hidden deTours loss or damage, due to the actions of the Customer.  Extra time, due, in part by the Customer is charged in increments of 15 minutes and may be deducted from the Bond.

If the bond is not initially charged and the Customer keeps the driver waiting or the vehicle is spoilt or damaged in any manner, additional charges may apply.

Upon the Responsible Person boarding the Tour vehicle, it is their responsibility to inspect it fully for any damage and cleanliness prior to departure and to report this to Hidden deTours.
 
4. Cancellation, Refund and Change Policy
 
Cancellation by Customer
The Customer may cancel the Tour and will receive the following refund:

Public Tours
·     15 days or more prior to the day of departure: your Payment will be refunded less any administration costs*
·     14 days to within 3 days of the day of departure: 50% of your Payment will be refunded to the Customer
·     Less than 3 days before the day of departure: no refund will be provided to the Customer
 
Private Group Tours and Charters
·     15 days or more prior to the day of departure: the Deposit of 25% is non-refundable. The remainder of the full amount less the Deposit will be refunded.
·     14 days or less before the day of departure: no refund will be provided to the Customer

*The administration costs include: fees that may be levied by third party operators providing their services in conjunction with the Tour, bank fees, credit card fees, booking fees and other costs associated with delivering the Tour or returning your money to you.

In any event if a Customer fails to join a Tour, or leaves for any reason prior to completion, no refund of any kind can be made.

Changes to Tour or Charter by Customer

Date change
Changes to the date of your Tour or Charter can be made at no extra cost when made more than 15 days before the date of departure, but can only be made once per booking. Bookings can only be changed directly by contacting Hidden deTours via phone, email or in person.

Schedule change
The Customer must notify Hidden deTours at least 15 days prior to the proposed departure date, in writing, if an alteration to the Tour or Charter schedule of any kind is required for a Private Group Tour with a Tailor Made Itinerary, or a Charter. Only start time changes are permitted for a Private Group Tour with a Standard itinerary.

A fee per person per change may apply in Hidden deTours sole discretion, in addition to any charges levied by other third party operators providing services in conjunction with the Tour or Charter.

Public Tours are as outlined in the itinerary created by Hidden deTours and cannot be changed by the Customer.
 
Cancellation by Hidden deTours
Hidden deTours reserves the right to cancel a Tour/Charter at any time before departure and may cancel a trip due to terrorism, natural disasters, weather concerns, political instability or other external events it is not viable to operate the Tour/Charter in our discretion.

If we cancel the Tour/Charter, you may transfer amounts paid to an alternate Tour or Charter at our discretion or alternatively receive a full refund.

In circumstances where the cancellation is due to external events outside our reasonable control, refunds will be less any unrecoverable costs already incurred for the Customer.

Hidden deTours is not responsible for any incidental expenses incurred as a result of cancellation of a Tour/Charter including but not limited to travel to join the Tour/Charter, accommodation or other fees payable to third party operators providing services in conjunction with the Tour/Charter.
 
Changes to Tour by Hidden deTours

Itinerary change
Hidden deTours reserves the right to alter the route or itinerary of a Tour/Charter and arrange alternative carriers if necessary. We will ensure the venue or experience we substitute will be of an equivalent standard for you to enjoy. No refunds will be given in these circumstances.

5. Alcohol Consumption
 
Under the Liquor Control Act 1988 it is against the law to supply or sell alcohol to a person under the age of 18 in a licensed or regulated premises. All passengers must be able to provide photo identification to prove they are aged 18 years or over before they are able to consume alcohol on a Hidden deTours Tour or Charter. There are three acceptable forms of photo ID: current Australian Driver's Licence with photograph, current passport, or current WA Proof of Age card.

It is an offence for employers or employees of licensed premises we visit, to sell or supply alcohol to a person who shows signs of intoxication. The staff of the licenced venues must hold Responsible Service of Alcohol Certificates and adhere to the necessary laws in place around responsible service of alcohol.

The Customer acknowledges and agrees that venues, establishments or premises visited on a Tour/Charter have their own duty of care to guests and the right to exercise their discretion not to allow entry, not to serve individuals or groups alcohol or to ask people to leave their premises and Hidden deTours does not accept any responsibility or liability if this occurs for any reason, including due to the negligence or otherwise of Hidden deTours or its personnel.

Hidden deTours staff are also trained in responsible service of alcohol and have the right to refuse Customers who are intoxicated to board the bus prior to departure, or to participate in activities throughout the Tour/Charter that may be deemed not to comply with occupational health and safety.

We really want everyone to enjoy their Tour, so we recommend not drinking alcohol before the Tour. All venues practice Responsible Service of Alcohol and we wouldn't want anyone missing out on joining the group in each venue. 

Consumption of alcohol and illicit drugs is prohibited by law and not permissible on the tour vehicle.
 
6. Customer Code of Conduct during a Tour or Charter
 
Every person on a Hidden deTours Tour/Charter must adhere to the Customer Code of Conduct below:
 
  • Smoking is not permitted on the Tour/Charter vehicle or within privately owned venues/property.
  • Valid photographic identification is required to be carried on your person on the day of the Tour/Charter and at entry to all venues.
  • Customers agree to adhere to dress standards and regulations within venues selected for the Tour/Charter as each guest’s sole responsibility.
  • Refusal of entry or service at venues due to intoxication or any other reason is not the responsibility of Hidden deTours and is the guest’s sole responsibility.
  • Anti-social behaviour and intoxication on board the bus and within Tour/Charter venues creating a disturbance to other guests or the Hidden deTours Driver will not be tolerated and the Customer may be evicted at the discretion of the Driver.
  • If you choose to leave the Tour /Charter at any time before arriving at the final drop off point, you must inform the Hidden deTours Driver before departing. Transport and other costs from an early departure are a cost to you, not Hidden deTours.
  • Guests are to remain seated and wear a seat belt when the Tour/Charter vehicle is in motion.
  • Any damage made to the Tour/Charter vehicle will be a cost to the Customer responsible or is deducted from the Bond.
  • No changes can be made to the itinerary once the Tour/Charter has departed.
  • Personal items including electronic devices are the sole responsibility of the Customer.
  • Customer will be solely responsible to bring any essential or recommended items on the Tour/Charter, as notified by us.
  • Tour/Charter vehicles have limited luggage space and the Customer must limit baggage to any minimum set out in the Tour/Charter Booking or during the online booking, and soft bags are preferred.
  • If you wish to provide your own music or other effects on a Tour/Charter, you must ensure that all or any technical requirements if doing so are acceptable to us and it is your sole responsibility to ensure that all such music or equipment is compatible with the Tour/Charter vehicle.
  • Customer’s who have not read the Terms and Conditions and signed the Passenger Information Forms will not be permitted to board the Tour/Charter vehicle.
 
It is the Customer’s sole responsibility to be aware of the requirements of the Code of Conduct at all times. You must adhere to and abide by the Code of Conduct and any failure of any kind to do so may result in you being removed from the Tour/Charter, or the Tour/Charter being cancelled. Hidden deTours may determine in its sole discretion if any such a failure has occurred, at no liability to us.

If a Customer is asked to leave the Tour/Charter, they will be solely responsible for their own transport and conduct from the place of disembarkation, which will deemed to be the conclusion of their Tour/Charter and no refund will be available for any part of the Tour/Charter that has not been completed. Hidden deTours is not liable after a disembarkation.
 
7. Photos and Video
 
You agree that all photos and videos taken of you on a Tour/Charter can be used for marketing or promotional purposes by Hidden deTours. If you do not want your image to be used, you must notify us in writing prior to departure.

Images and video that appear on our social media accounts and our website are used for illustration purposes, depending on availability of service providers for each Tour/Charter.

8. Departure point and time
 
Scheduled Tours
The departure points for PublicTours are dependant on the type of Tour booked. You will be given an option of departure points to choose, when making your booking on our website.

Once you have made a booking online you will receive communications from us advising you of your estimated pick up time and confirmed location and address.

We reserve the right to change the departure point or time, up until 24 hours before the departure time. We will notify you via email of the change and specify the new location and time to meet. 

At the designated time of your collection, we are only able to wait 5 minutes, as we have a strict timeline to follow and have other guests on Tour to consider. If you are not at the departure point, we will attempt to contact you. If we are not able to get in touch with you, you will need to make your own arrangements to join us on Tour. 

Please contact us early if you know you are going to be late to your pick up point and we will try to accommodate, if possible. The best person to contact is Monique – 0437 050 252.

Private Group Tours and Charters
The departure points are confirmed and stated on the Tour/Charter Booking Form the Customer signs on booking.
The Customer must notify Hidden deTours at least 15 days prior to the proposed departure date, in writing, if a departure point is changed. A fee per person per change may apply in Hidden deTours sole discretion, in addition to any charges levied by other third party operators providing services in conjunction with the Tour/Charter.
 
9. Gift Vouchers
 
Two types of gift vouchers are available for sale:
a) Generic Gift Voucher - a monetary amount that can be put towards any tour or experience. If the amount of the gift voucher is less than the price of the tour, the Customer may pay for the remainder of the amount via credit card or Paypal in the Book Now section of the Hidden deTours website. 

The dollar amount of the gift voucher may also be put towards a Private Group Tour or Charter, with the remainder of the fee paid by the Customer. Bookings for Private Group Tours are made directly via info@hiddendetours.com.au, 0437 050 252 or the contact form here. 

b) Specific Gift Voucher - is the total value of a specified tour. It must be used for the tour stated on the gift voucher only.

Gift vouchers must be redeemed up to and including the expiry day stated on the gift voucher provided. Gift vouchers after this time will not be valid. 

Gift Vouchers are non-refundable and can not be converted to cash. 
 
10. Client Information
 
All information provided by you must be provided in a timely manner when requested by us, including personal information provided in a Tour/Charter Booking or as otherwise requested, verbally or in writing by us at any time. Failure to provide any requested information may result in delay or cancellation of the Tour or Charter in accordance with the Tour/Charter Booking and these Terms and Conditions.
 
The Customer warrants that any and all information it supplied is true and accurate and without limiting the terms of these Terms and Conditions, the Customer indemnifies Hidden deTours for any losses incurred in any way (including by negligence) as a result of a breach of this warranty.
 
11. Privacy and Security
 
We take our obligations under the Privacy Act 1988 seriously. We ensure compliance with the Act and safeguard the personal information that we hold about our Customers.

The Hidden deTours website and the third party booking system we use - Bookeo, where online bookings are made, are secured by an SSL certificate which encrypts all transmitted data, so you can use the website safely and securely. The payment gateways used on the Hidden deTours website, such as Square and PayPal have achieved PCI DSS compliance certification, which enables your data to be kept safe.

We may disclose your personal information to our service providers including venues or organisations we visit on our Tours, Charters or experiences, for the process of delivering our service only.

We may use online services to assist with the operation of our business, including financial systems, marketing systems and others. These agents are bound by terms in their contract to ensure your information is protected and are not permitted to sell or use your information for other purposes.

Refer to our full Privacy Policy for more information. 

12. Limitation of Liability
 
Third Parties
Hidden deTours does not accept responsibility or liability if any third party, including police or council personnel ask us or the Tour or Charter vehicle to move without allowing disembarkation of guests, as compliance with local laws and regulations is out of our control.

Hidden deTours assumes no responsibility for any act of negligence, act or omission whatsoever by any third party whose services are used as part of the Tour/Charter provided, including but not limited to venues, establishments or premises, activity and accommodation providers.

Travel Insurance
The Customer acknowledges and agrees that travel insurance is not included in the Tour/Charter and it is your sole responsibility to take out travel insurance which covers personal liability and injury of any kind, cancellation, loss of luggage and personal effects and medical insurance.

Changes due to delays, alteration or curtailment of Tour or Charter
Notwithstanding the Tour or Charter schedule, which we will make all reasonable efforts to adhere to, inclusions and arrangements may be changed without notice due to circumstances outside of our reasonable control. This includes but is not limited to traffic congestion, inclement weather conditions, client delays or any other delays. In that event you will not receive a refund and Hidden deTours will assume no liability for such changes.

Loss of time or any resulting personal expenses or entry fees incurred as a result of delays, alteration or curtailment of a Tour or Charter, whether caused by mechanical defects, flooding, civil commotion, riots, terrorism, driver mistakes or any other cause, are the responsibility of the Customer. If additional expense is incurred for taxis or other transport you agree not to make a claim against Hidden deTours and release us fully from any such expense, loss or liability.

Tour/Charter vehicle or itinerary change
In the event of a breakdown or other mechanical defect, or if for any other reason the Tour/Charter vehicle cannot be used during a Tour or Charter, Hidden deTours reserves the right to substitute the vehicle in its discretion to ensure operation of the Tour or Charter. We assume no liability or responsibility, including for any delays or changes to the Tour/Charter that may result, and will not be required to provide a refund if a substituted vehicle is provided.

All aspects of the Tour/Charter vehicle, including without limit all windows, seats, seatbelts, amplifiers and speakers, are checked prior to departure for the Tour/Charter, but should these fail in any way during the Tour/Charter, we will endeavour to repair or replace them during the Tour/Charter, bearing in mind that continuation of the Tour/Charter is paramount provided there is no safety risk to guests or passengers. In any event it is agreed that these elements are not essential to the Tour/Charter and we are not liable in any way for any failure, or to repair or replace them in any way.

Hidden deTours reserves the right to alter the route or itinerary of a Tour or Charter and arrange alternative carriers if necessary. No refunds will be given in these circumstances. To the fullest extent permitted by law, we shall not be held liable for any damage, injury, or loss of any kind caused by or resulting from any act or omission by its employees, agents or contractors. 

Private Group Tours and Charters
Without limiting anything in these Terms and Conditions, the Customer acknowledges and agrees Hidden deTours provides the Tour or Charter at the direction and pursuant to the instructions or requirements from you. Notwithstanding any act or omission by us, including negligence in relation to any activities conducted during the Tour/Charter, whether conducted by Hidden deTours, you or others, the Customer accepts all risk in relation to the Tour/Charter and releases and forever discharges Hidden deTours from all and any loss, damage or liability (including indirect, special, punitive, exemplary or consequential losses) arising in relation thereto. This includes any claim by a third party arising out of or relating to the Tour/Charter or from any delay in completion or delivery of the Tour/Charter, for any reason whatsoever and will indemnify and hold harmless Hidden deTours from and against all loss, damage or liability, except to the extent any legislation applies and cannot be excluded. This clause applies on creation of the Tour/Charter Booking by Hidden deTours for the Customer, is a continuing separate obligation and survives termination.
 
13. Warranties
 
To the fullest extent permitted by law, Hidden deTours makes no warranties or guarantees of any kind, express or implied, relating to work or services including in relation to the Tour or Charter, including for Tour/Charter activities conducted. Hidden deTours’s liability for any claim or action is limited to replacement of goods, supply of equivalent goods or services or payment of the cost of so replacing or supplying goods, or payment of the cost of resupplying those services.
 
14. General 
 
If either party fails to do anything it is entitled to under these Terms and Conditions that does not amount to a waiver of that right. Any waiver or variation must be in writing. If any clause or part of a clause hereof is illegal or unenforceable, that clause or part is to be treated as removed here-from, but the rest of these Terms and Conditions is not affected. Any references to a party include their agents, officers, employees or assigns.

The Terms and Conditions is governed by the laws and jurisdiction of the courts of Western Australia.?

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21B Bromley st

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