TERMS AND CONDITIONS
In order to confirm your chosen tour date and details, a deposit amount advised to you by Hunter Valley Tours must be paid at the time of booking. Until your deposit is received, we cannot hold a booking or otherwise reserve your requested date and time.
If you are not at the meeting location as discussed with you and agreed by you, no refunds will be issued. In this case, we will be entitled to keep all deposits/payments made.
Customer Service is integral to the success of our business. Every effort will be taken to identify regular customers as well as potential customers and treat them with respect, to retain and build patronage value
Hunter Valley Tours will take reasonable care accommodating passengers traveling with a disability, injury, food allergies and other situations that may impact or interfere with the activity. We encourage customers to contact us directly (in writing or via email) at least a week or more before the tour date with any special requests.
We will use our skill and discretion to ensure the safety of all passengers. If any passengers act in a manner that may compromise the safety of fellow passengers and staff we will refuse them entry on the bus and will not be responsible for any refunds or to make alternative arrangements for them.
Hunter Valley Tours ensures all drivers are licensed and hold a NSW Drivers Authority issued by the NSW Department of Transport. All drivers drive in a safe manner and do not place passengers at risk of harm.
Hunter Valley Tours will not accept liability for any personal property left unattended on our buses.
Lost Property enquiries and collections can be made during office hours. All lost property is held for a period of three months (except for perishables) and then either disposed of or send to local charities.
Every effort is made to return lost property to its rightful owner however Hunter Valley Tours do not accept responsibility for the return of lost property.
Upon book with us, the person who makes the booking in their name will be personally liable for the non-payment of any fees and for payment of all damage caused to our buses or equipment by any member of their party. Damage includes vomiting on the bus with a $300 cleaning fee charge.
We expect all passengers to have consideration for other passengers and people. If in our reasonable opinion or in the reasonable opinion of any other person in an authority position, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the tour of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the tour or other service immediately. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
If any member of your party is prevented from joining you on tour, the person(s) concerned may be able to transfer their place to someone else, please let us know before the tour if possible. We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or – the act(s) and/or omission(s) of a third party not connected with the provision of your tour and which were unforeseeable or unavoidable or any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. If we have to cancel a tour due to adverse weather, we will endeavour to provide to you an alternative booking
Publicity and image use rights—all photos taken by the company during a tour are subject to permission being granted and remain the property of Collier Newman Enterprises T/A Hunter Valley Tours.
Hunter Valley Tours has the right to use a third party service if unable to meet booking requirements.
COMPLAINTS & FEEDBACK
Please speak with your tour operator and discuss your concerns.
If you are unable to reach a mutually agreed reasonable outcome that you are looking for, please contact the owners of Collier Newman enterprises trading as Hunter Valley Tours. The numbers and email are listed below.
All complaints, feedback and requests will be responded to within 2 days from when a hunter Valley Tours employee receives the feedback, with an aim to have more than 85% of all matters resolved within 10 business days. If further investigation is required, customer will be updated on the progress until the matter is resolved.
Phone: 0456 737 888
All complaints are in the strictest confidence and will be taken seriously. All complaints will be addressed within 7 working days.
If you feel that you cannot resolve the matter, please contact the Australian Competition and Consumer commission at https://www.accc.gov.au/contact-us
We understand that sometimes things come up that require you to cancel your reservations. If you need to cancel your tour, just give us a call. We will cheerfully issue you a refund for your tour up to seven (7) days before the tour date, less a small 15% processing fee to cover the fees and incidental cost we incur. However, within seven (7) days of the tour, all reservation deposits are non-refundable.
If the tour is cancelled by the tour operator for weather or any other reason with no alternative arrangements made, you will receive a 100% refund for your tour.
We do apply stricter conditions for private tours and charters, along with large groups, as these types of tours take a lot of work on our part to set up for you, and are difficult to re-book on short notice, as people normally book tours well in advance of their trip. All cancellations within two (2) weeks we reserve the right to hold deposits in full.