Terms and Conditions

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If you have any questions about our Terms and Conditions, please contact us at info@coateswildlifetours.com.au

Terms and Conditions

The following terms and conditions apply to all bookings made with Adina Nominees Pty Ltd (ACN 075 427 324) as trustee for the Grove Family Trust trading as Coates Wildlife Tours. We reserve the right to amend these conditions from time to time. N/B The words “we, our or us” in this form means Coates Wildlife Tours.

1.   Bookings

1.1  Your booking with Coates Wildlife Tours is confirmed when:-

(a) We have received your completed booking form and any other additional forms that may be required,

(b) Your deposit has been paid and received by us, and

(c) When you have received our written confirmation advice.

2.  Payments

2.1  Deposits – please refer to the appropriate tour’s trip dossier. 

N/B International or domestic flights that form part of your itinerary, permits and any accommodation that requires pre-payment must be paid for in full at the time of deposit and are non-refundable. Airline seats are limited, prices are subject to change and not guaranteed until full payment is received. Flight confirmation is subject to availability. 

2.2  Final Payments – In most cases, final payment is required at least 30 days before departure. However, some tours may require payment up to 4 months before departure. Please refer to the tour’s trip dossier for specific details.

2.3  Credit Card Payments attract a levy of 1.2%. We accept Visa and Master Cards.

3.  Recreational Services

3.1  Each Coates Wildlife Tour’s Tour includes recreational services. We exclude and will not be liable for any accident, injury, sickness, delay, irregularity, or damage caused or arising during any tour under its management or otherwise. Tours are often safari trips to isolated areas; they may include off-road driving, bushwalking, snorkelling, swimming and other activities. These, along with wildlife interactions, planned or otherwise involve a certain degree of risk. All travel involves some measure of personal risk that each Passenger has to determine and accept. 

4.  Fitness 

4.1  Passengers should have a reasonable fitness level as our tour itineraries contain guided walks on bush tracks to natural attractions. Walking trails vary in length, and some have sections of uneven rocky ground. Please refer to the tour’s Trip Dossiers for more details. All walks are optional, and if you choose not to participate, alternative arrangements will be made with adequate provision for your comfort and safety.

5.  Health 

5.1  You must notify us if you have any pre-existing medical conditions that might reasonably affect your participation on tour. You release Coates Wildlife Tours from liability for anything relating to a pre-existing health condition. 

5.2  Passengers are required to be able to board and alight the vehicles. Due to vehicle space restrictions, we cannot accommodate passengers who require wheelchairs or walkers. Our vehicles are not equipped with wheelchair ramps or lifters. Passengers requiring physical or mental assistance must be accompanied by a paying companion who is willing and capable of providing such assistance. 

5.3  A local facility will provide any necessary medical attention required while on tour at the passenger’s expense. Coates Wildlife Tours is not responsible or liable for any losses or costs incurred due to medical services obtained while on tour or for the quality of the care or services provided.

6.  Remote Areas

6.1  Passengers accept that some itineraries include visits to and sometimes many overnight stays in remote areas located some distance from hospitals, medical centres or other forms of professional medical facilities. Any medical evacuation costs incurred will be at the passenger’s expense. 

7.  Safety

7.1  Passengers accept that tours include participation in recreational services and activities which may involve certain risks and dangers beyond the control of Coates Wildlife Tours. Such activities containing risks include but are not limited to bushwalking, swimming, and travelling in remote, undeveloped locations. The Passenger acknowledges that all recreational services and activities connected to the tour are undertaken of free will and at the passenger’s own risk. In the tour leader’s opinion, passengers will not be permitted to continue on tours when the passenger’s safety is at risk.

8.  Refusal of Carriage

8.1  Coates Wildlife Tours retains the right to remove passengers from our tours for reasons that impact the enjoyment or safety of other passengers, such as but not limited to the physical, medical or mental inability of customers to undertake the arrangements of the tour, unsocial or unruly behaviour, or the carriage of prohibited substances or materials. Onward travel arrangements will be at the expense of the traveller removed from the tour.

9. Forced Majeure Event 

9.1  “Force Majeure Event” means any act of God, war, terrorism, fire, flood, cyclone or any other extreme weather conditions, loss of power, epidemics or pandemics, public health emergencies, industrial disputes, slow-downs or other strike, riots or civil unrest, acts of government, semi-government or other authorities, state and or federal government restrictions, including (but not limited to) restrictions on travel and gatherings, inability to obtain any necessary licence or consent and delays caused by subcontractors, suppliers or other third parties (including telecommunications carriers), material shortages or other disruption to Coates Wildlife Tours’ services beyond its control.

9.2  If any Force Majeure Event results in Coates Wildlife Tours being prevented from, or delayed in, performing any of its obligations to the Customer:
(a)  then such a delay or prevention of performance shall not be deemed to be a breach of contract or any other obligation placed upon Coates Wildlife Tours under these terms and conditions;

(b)  no loss or damage shall be claimed by the customer from Coates Wildlife Tours by reason thereof; and

(c)  Coates Wildlife Tours shall use its best endeavours to minimise and reduce any period of suspension occasioned by any Force Majeure Event.

9.3 In the event of a Force Majeure Event, Coates Wildlife Tours, in its absolute discretion, may: 

(a)  cancel or modify any routes within the product itinerary or objectives set out in the itinerary;

(b)  substitute different or equivalent routes within the itinerary in place of cancelled or modified routes;

(c)  postpone, cancel or delay (either in relation to the departure or arrival times or the duration of the itinerary) any aspect of the product if in the absolute discretion of Coates Wildlife Tours it is necessary to do so;

(d)  offer a transfer of the product, or part thereof, to an alternative date within 12 months (or such longer period as is reasonable and determined by Coates Wildlife Tours in the circumstances), which transfer option is subject to availability;

(e)  offer a credit, to the value of any monies paid, which credit will be transferable to another person and valid for travel within 12 months from the issue date (or such other longer period as determined by Coates Wildlife Tours in its absolute discretion), provided that: 

(i)  any additional costs payable on the new product will be payable by the Customer in full at the time of booking;

(ii)  additional costs may apply for the product in future seasons; and

(iii)  the credit, or any balance on a partially used credit, is not redeemable for cash. 

10.  Responsibility

10.1  Passengers are advised that some service provided by Coates Wildlife Tours is for the booking and packaging of goods and services provided by other operators such as hotels, motels, attractions, cruise lines, airlines and other transportation companies. Coates Wildlife Tours will not be liable for any loss, damage, omission or act of negligence or otherwise committed by these operators, their assignees or agents.

10.2  Coates Wildlife Tours and its employees or contractors cannot guarantee exact arrival and departure times and are not liable for any failure to make connections with any other services. Whilst all care is taken, we do not accept liability for loss or damage to baggage, sickness or injury, or additional expenses caused by factors beyond our control.

11.  Cancellations

Cancellations by Customer

11.1  If you cancel your booking with us, you must notify Coates Wildlife Tours in writing or email info@coateswildlifetours.com.au

11.2  Some tours have specified cancellation times and penalties, and this specific information is available on the respective tour’s trip dossier. Where no specific cancellation time or penalties are in place, the following levies plus any costs charged by other parties involved with the tour will apply:-  

(a) The initial deposit is non-refundable. 

(b) Sixty days or less before departure; 100% of the total tour cost is non-refundable.

Cancellations by Coates Wildlife Tours

11.3  If an event occurs that is outside of our control and not reasonably foreseeable or preventable by our business, and this event leads to the suspension or cancellation of your tour booking (Force Majeure), we may elect to reschedule your travel arrangements or issue you with a credit equal to amounts paid. 

Any credit note issued by us:

(a) Must be redeemed within three years.

(b) Is redeemable on any future Coates Wildlife Tour.

(c). Is not redeemable for cash.

(d). Is not redeemable against independent suppliers or travel insurance.

11.4  If we cancel your travel arrangements for reasons beyond Force Majeure, you will be offered a refund of all funds paid.

11.5  Coates Wildlife Tours shall not be held liable for amounts that cannot be retrieved from third parties.

12.  Tour Amendments

Amendments by Coates Wildlife Tours 

12.1  Prices and products, including (but not limited to) accommodation and products as shown on Coates Wildlife Tour’s website, are subject to change. Coates Wildlife Tours reserves the right to change this information without notice.

12.2  Coates Wildlife Tours reserves the right to: 

(a)  cancel or modify any routes within the product itinerary or objectives set out in the itinerary;

(b)  substitute different or equivalent routes within the itinerary in place of cancelled or modified routes;

(c)  postpone, cancel or delay (either in relation to the departure or arrival times or the duration of the itinerary) any such aspect of the product if in the absolute discretion of Coates Wildlife Tours it is necessary to do so.

12.3  In the event of any change, modification, cancellation, postponement or delay, the Customer acknowledges that the Customer will have no right of refund and no right to claim compensation for any loss and or cost incurred because of the change, modification, cancellation, postponement or delay.

Amendments by the Customer 

12.4  All booking amendment requests must be received in writing from the Customer via email no less than 60 days before the departure date.

12.5  Coates Wildlife Tours may consent to the amendment of a portion of or all of the booking at its absolute discretion.

12.6  The Customer is responsible for ensuring any components booked separately are appropriately amended by the Customer.

13.  Insurance

13.1  We strongly recommend that you take out travel insurance against the imposition of cancellation fees, baggage loss or damage, and extra costs arising from injury or illness.

14.  Equipment

14.1  Transport will be by an air-conditioned custom built 4WD tour coach, minibus or 4WD vehicle, whichever is appropriate for the tour. We provide suitable camping equipment on our camping tours, except sleeping bags and pillows. A second vehicle may accompany the group on tours to remote areas. In the case of breakdown or other unforeseen circumstances affecting the vehicle or guide, the operator reserves the right to substitute vehicles and guides other than those specified, to ensure the operation of a tour.

15.  Seat Allocation

15.1  Seat allocations onboard Coates Wildlife Tours vehicles operate with a daily seat rotation system to ensure passengers enjoy different seating positions whilst on tour.

16.  No Smoking Policy

16.1  Our vehicles are all entirely smoke-free. Passengers are not permitted to smoke (including e-cigarettes) while onboard.

17.  Luggage

17.1  Please note that luggage on tour is limited to one medium-sized, soft-sided bag weighing no more than 15 kg per person due to health and safety requirements. A small day pack is also permitted. International tours and some other tours luggage limits may vary; please see the respective tour’s trip dossier for specific weight maximums.

18.  Wildlife

18.1  Coates Wildlife Tours cannot guarantee flora and fauna sightings as stated in our itineraries as they occur in the wild, and their presence is beyond our control. 

19.  Privacy 

19.1  Coates Wildlife Tours respects your privacy and will only use your personal information in accordance with the Privacy Act 1988.

20.  Requirements for Travel  

20.1  Where the Customer presents with an elevated temperature or other symptoms of any communicable disease or virus (whether you are aware of the condition or not), or any injury, and appears fit to travel, Coates Wildlife Tours may, in its absolute discretion: 

(a)  allow the Customer to participate in or re-join the product; and

(b)  request that the Customer wears a face mask or other protective equipment.

20.2  Where the Customer presents with an elevated temperature or other symptoms of any communicable disease or virus (whether you are aware of the condition or not), or any injury, and appears unfit to travel, Coates Wildlife Tours may result in its absolute discretion: 

(a)  refuse the Customer’s participation in the tour; 

(b)  request that the Customer concludes the tour at the earliest possible and safest opportunity.

20.3  Where the Customer is not allowed to participate in or re-join the product in accordance with clause 20.2 above, the tour will be deemed to have been cancelled by the Customer and Coates Wildlife Tours’ usual cancellation provisions will apply. All costs incurred by the Customer and or Coates Wildlife Tours as a consequence will be at the Customer’s own expense. The Customer shall not be entitled to any refund of monies paid by the Customer to Coates Wildlife Tours under these circumstances.

20.4  The Customer shall comply with all vaccination and or testing requirements and or directions by: 

(a)  the applicable Government (Federal or State);

(b)  health authority or other authorising body;

(c)  Coates Wildlife Tours; or

(d)  any third party provider.

20.5  The Customer will be required to comply with all vaccination and or testing requirements and or directions one month before the commencement of their booked tour unless they hold a reasonable exemption that any relevant authority has approved. Proof that all vaccination and or testing requirements and or directions have been met will be required to be provided before utilising or participating in any product, including commencing any product. 

20.6  Where the Customer: 

(a)  is unable to meet any requirement (including where the applicable Government, health authority or other authorising body requirement is introduced subsequent to the booking);

(b)  cancels the booking; or

(c)  is unable to access the location of the product,

as a result of a requirement referred to in clauses 20.4 and 20.5 above, the Customer shall forfeit all monies paid to Coates Wildlife Tours.

20.7  Where the Customer does not comply with any requirement referred to in clauses 20.4 and 20.5 above, Coates Wildlife Tours reserves the right to decline the booking, cancel the booking or refuse the Customer’s participation in the product at Coates Wildlife Tours’ absolute discretion and at the Customer’s cost.

20.8  Where the Customer is unable to utilise or participate in the product, or any part thereof, due to border closures and or travel restrictions imposed by the applicable Government or other authorising body, Coates Wildlife Tours, in its sole discretion, may offer to the Customer: 

(a)  a transfer of the product, or part thereof, to an alternative date within 12 months (or such more extended period as is reasonable and determined by Coates Wildlife Tours in the circumstances), which transfer option is subject to availability; or

(b)  a credit, to the value of any monies paid, which credit will be transferable to another person and valid for travel within 36 months from the issue date (or such other more extended period as determined by Coates Wildlife Tours in its absolute discretion), provided that: 

(i)  any additional costs payable on the new product will be payable by the Customer in full at the time of booking;

(ii)  additional costs may apply for the product in future seasons; and

(iii)  the credit is not redeemable for cash or any balance on a partially used credit.

20.9  The Customer releases and indemnifies Coates Wildlife Tours from any liability, loss or damage of any nature that may occur to the Customer, the Company or any other person (including but not limited to persons departing on the same product or utilising the same accommodation booked). Such liability, loss or damage may include (but is not limited to) all costs, losses and expenditures arising from the Customer’s use or participation in the product, any cancellation of the product, or any injury, illness or death of the Customer or any person. 

Original Document 25th October 2021
Updated 22 Nov 2021
Updated 17 Feb 2022
Updated 17 April 2023 

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