Booking Terms & Conditions
Tour Terms & Conditions
Liability Waiver
All participants must complete the relevant liability waiver prior to participation. Minors must have the waiver completed by a parent or legal guardian. Liability Waiver
Customer Requested Booking Changes & Cancellations
- More than 7 days prior: Full refund available.
- Between 7 days and 48 hours prior: 75% refund available.
- Less than 48 hours prior: No refund available.
This applies to all cancellation reasons including weather, illness, injury, travel disruptions, and border closures.
Private Tours & Programs
Changes or cancellations made within 7 days of a private tour or program are not eligible for refunds. Credits may be offered at our sole discretion.
This applies to all cancellation reasons including weather, illness, injury, travel disruptions, and border closures.
Weather Cancellations By Us
If severe weather or unsafe conditions prevent safe operation, we may cancel or modify tours. In these cases, guests will be offered a refund, credit, or rebooking.
Light rain, cloud cover, or changing conditions will not generally result in cancellation.
Weather & Conditions
Unfavourable weather or trail conditions are not grounds for cancellation outside of the standard cancellation terms. Activities may still proceed in light rain or changing conditions. Credits or rescheduling may be offered at our discretion.
Minimum Numbers & Operational Cancellations
Some group tours require minimum participant numbers. In rare circumstances tours may be cancelled due to insufficient numbers or guide availability. Where this occurs, guests will be offered a refund or rebooking.
Complimentary Transfers
Complimentary transfers may be available for selected guided tours and experiences. Transfers operate on scheduled runs and are designed to service multiple guests and locations efficiently.
Transfer Timing
Guests should allow flexibility when selecting a transfer option. Depending on operational requirements and booking demand, guests may be collected up to 1 hour prior to their tour commencement time and returned up to 1 hour following the conclusion of the tour.
Transfer times are not confirmed until the afternoon prior to your booking.
Transfer Requests
Transfers must be requested at the time of booking. Due to operational planning and vehicle capacity, we cannot guarantee transfer availability for requests made immediately prior to the tour date.
Infant & Child Seats
Infant seats and child restraint systems are not available. Guests travelling with infants or young children requiring approved restraint systems must arrange their own transport.
Late Arrivals & Incorrect Locations
Tour departure times and meeting locations are clearly outlined in booking confirmations and reminder communications. Guests are responsible for ensuring they arrive at the correct location with sufficient time prior to departure.
As many tours involve multiple guests, scheduled transfers, permits, and operational logistics, we are unable to delay departures for late arrivals.
Guests who arrive after the scheduled departure time, are not ready to depart, or arrive at the incorrect location may miss their tour. No refunds, credits, or reschedules will be provided for missed tours resulting from late arrival or failure to attend the correct location.
We strongly recommend arriving at least 15 minutes prior to departure and allowing additional time during peak holiday periods. Please plan ahead, particularly if relying on taxis, rideshare services, or unfamiliar navigation.
Fitness, Skill & Equipment Requirements
Participants must possess the required fitness, riding ability, and confidence to safely complete the activity.
Guides reserve the right to modify routes or remove participants from activities where safety is a concern.
No refunds or credits are guaranteed where participants are unable to safely complete the activity due to fitness, skill, inappropriate clothing or any reason whatsoever that causes us to have concern for the safety of themselves, other guests, staff or the public.
Bike Tours
Participants must be capable of confidently riding a bicycle and following road rules around vehicles and pedestrians.
Mountain Bike Tours
Mountain bike tours assume previous experience riding off-road trails. Riders who pose a risk to themselves or others may be removed from the activity.
Kayak Tours
No prior kayaking experience is required for most tours; however, participants must possess sufficient fitness and stamina for the advertised duration.
Damage or Loss of Tour Equipment
Participants remain responsible for any unreasonable damage, misuse, or loss of equipment supplied during tours.
Repair or replacement costs may be charged to the card held on file.
Rescue & Recovery
Where guest or equipment recovery is required due to circumstances outside our reasonable control — including fatigue, flat batteries, mechanical issues, accidents, lack of ability, or becoming lost — all associated recovery costs may be charged.
A minimum recovery fee of $75 per hour applies, charged in one-hour increments from departure to return.
Equipment Hire | Terms & Conditions
General Hire Notes
All equipment, excluding surfboards, is rented on a calendar day basis (or part thereof), not in 24-hour periods.
Surfboards are rented in 24-hour periods (or part thereof). Returns after the nominated finish time will incur a late fee of $25 per hour, as late returns may impact subsequent bookings.
Unavailability of Equipment
While we make every effort to provide the exact equipment booked, unforeseen circumstances such as damage or mechanical issues may occasionally make equipment unavailable. In these situations, the closest suitable alternative will be offered. If you choose not to proceed, a full refund will be provided. Liability is limited to the value of the hire only.
Early Collection
Where available, equipment may be collected the afternoon prior to the booking date for an additional fee equal to 50% of the daily hire rate.
Early collection requests do not guarantee availability. To guarantee access, please book the correct dates required.
Breakage, Damage, Loss & Theft
All equipment is inspected prior to hire. General wear and tear is expected; however, the hirer is responsible for all unreasonable damage, loss, or theft occurring during the rental period.
Examples of unreasonable damage include, but are not limited to:
- Snapped, cracked, bent, or structurally damaged equipment
- Crash damage
- Damage caused by incorrect transport or storage
- Water ingress or rust caused by negligence
- Damage caused by riding with flat tyres
- Excessive tyre wear from skidding or misuse
- Lost components or accessories
- Excessive sun or heat damage
If equipment is deemed irreparable, unusable, or uncleanable, replacement costs may apply. Repairable items will incur charges for parts, labour, freight, and associated business losses where applicable.
Lost Components
Lost accessories or components will be charged at replacement cost. Replacement charges may be automatically processed to the card held on file.
Late Returns
Late returns will incur the full daily hire rate for each additional day or part thereof.
Additional charges may also apply where late returns impact other customers, staffing, transport, or operational costs.
Mechanical Issues & Flat Tyres
While we will assist with mechanical issues where possible, immediate support may not always be available.
Flat tyres, broken chains, or similar issues do not remove the hirer’s responsibility for the equipment and are not grounds for refunds or discounts.
Guests are encouraged to be self-sufficient, particularly when riding in remote areas. Repair kits and tools can be provided upon request.
E-Bike Battery Range
E-bikes are supplied fully charged. Actual range varies depending on rider weight, terrain, assistance mode, weather conditions, and riding style.
We do not provide complimentary recovery for flat batteries. E-bikes remain rideable without assistance if the battery becomes depleted.
General Equipment Requirements
- Equipment must be returned in the same condition and location as provided.
- Rental bikes must not be ridden on beaches unless specifically authorised.
- Bikes must not be ridden at night unless fitted with suitable lights.
- Australian-approved helmets must be worn at all times while riding.
Rescue & Equipment Recovery
Where guests or equipment require collection or recovery due to circumstances outside our reasonable control — including but not limited to exhaustion, flat batteries, mechanical issues, accidents, becoming lost, lack of riding ability, or poor decision making — all associated costs may be charged to the guest.
Recovery and rescue services incur a minimum charge of $75 per hour, charged in one-hour increments, calculated from departure to return.
Liability Waiver
All hires and activities are subject to the participant accepting the applicable liability waiver prior to participation.
Delivery | Terms & Conditions
Workshop Collection
Equipment can be collected from Unit 12, 20 Venture Drive, Noosaville.
- Monday – Saturday: 8:30am – 4:30pm
- Sunday: 10:00am – 3:00pm
Delivery Fees
- FREE delivery and collection for bookings over $350 within the standard delivery area.
- $35 flat fee for bookings between $100 and $350.
- Delivery unavailable for bookings under $100.
Standard Delivery Area
- Noosaville
- Tewantin
- Noosa Heads
- Sunshine Beach
- Sunrise Beach
- Castaways Beach
Additional delivery charges may apply outside these areas.
Delivery Conditions
Delivery is only available for fully paid bookings where all waivers have been completed.
Delivery requests made within 24 hours of the booking commencement are subject to availability.
Guests must be contactable and available during the arranged delivery and collection windows.
Collection
Collection typically occurs between 3:00pm and 4:45pm on the final hire day.
If equipment is unavailable for collection during the arranged timeframe, additional charges may apply.
Booking Accuracy
Please ensure all rider heights, bike sizes, and accessory requirements are accurate at the time of booking. We cannot guarantee replacement or re-delivery where incorrect information has been supplied.
E-MTB Collection Policy
Electric mountain bikes must be collected and returned directly to our Noosaville workshop and are not eligible for delivery.
