Terms and Conditions: Whale Watching - Sunreef

Sunreef Terms and Conditions: Whale Watching

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Sunreef Terms and Conditions: Whale Watching

Cancellations and Refunds Policy
Sunreef confirmations and cancellations

Sunreef reserves the right at any time to cancel any cruise. If, in the opinion of the skipper, the voyage cannot be continued for any reason, then the skipper may terminate the cruise at any time.

We reserve the right to amend vessels, menu, entertainment or any other aspect of your cruise where necessary and without notice. Cruises are subject to minimum numbers and may be cancelled or have schedule changes (with or without notice) for a variety of reasons, including, but not limited to bad weather condition and technical disruptions. We will not be responsible for paying costs or expenses you may incur as a result of change of time or cancellation.

If we, the Sunreef staff cancel the cruise, either we can place your booking on hold for another time, you can reschedule the trip at the time of cancellation, or a full refund will be provided.

Times are subject to change. Confirmation of the trip will depend on the weather and possibly sea conditions. We will monitor this closely, and if we have mechanical issues, or the weather or sea conditions are unsuitable, we will let our customers know as soon as we can. If we have to cancel or rebook you for another date, we will let you know the status of the trip as soon as possible.

We send out an email and text message the day before the cruise at around 3:30 pm to inform you of the status of the trip and its departure time.

Sunreef is not a common carrier and reserves the right to refuse to carry any passenger, baggage or goods without assigning any reason. Therefore passengers shall comply with the Navigation Act 1912 (as amended 1079) and all regulations, orders or instructions given by the skipper.

Customer cancellations and rebookings

A cancellation made less than 72 hours prior to departure incurs a 100% cancellation fee. NO REFUNDS. Your canal cruise ticket is transferable however and the new guest can simply change the name on the ticket at check in. 

At Sunreef, we do everything we can to provide an amazing experience from start to finish with all our trips. As we outlined above, these are wild animals that we do not have control over. Some whales may not want to socialise with us, and we appreciate your respect and understanding when this happens. We give whale watching tours on Whale One a 100% guarantee on whale sightings, so if there are no whales at all that day you will have the chance to go again on a free return trip. No Refunds are offered.

No-shows

Failure to turn up for any portion of the course at the time stipulated by Sunreef Employees attracts a 100% cancellation fee. NO REFUNDS.

Boarding Time

Please meet at Sunreef at the time stipulated on your confirmation text and email. The boarding period will take 30 minutes, you will be greeted by a staff member who will take your boarding pass and welcome you to the boat. We cannot delay our departure for any late arrivals. Please ensure you allow enough time for travel and parking at Mooloolaba Wharf.

You must check in to Sunreef Mooloolaba before boarding. At check in, you will receive a boarding pass. Each booking will receive a separate boarding pass, please have each of your guests check in with you if possible.

Seasickness

If you find yourself dealing with seasickness, our crew will look after you and ensure you are comfortable and safe. However, as this is not something in our control, we will not issue any rebookings or refunds for being seasick. We suggest you consider seasickness tablets to minimize the risk of seasickness affecting your trip. 

Gift Vouchers 

Sunreef gift vouchers may also be called gift cards or gift certificates. All Sunreef gift vouchers are non-refundable. Sunreef gift vouchers do not expire. Gift vouchers cannot be redeemed for cash. All vouchers are kept under the customers name so if the gift card/voucher is lost it is still available. The voucher can be transferred to another person or used for any goods and/or services at Sunreef.

All charter and course cancellation policies apply as usual. Although they may say are for a specific item or service provided by Sunreef, all Sunreef gift vouchers are just worth that dollar value and can be used for any other goods/service provided by Sunreef. As such, if a product price has changed and if the owner wants to use it for the assigned product, they will have to pay the difference.

Conditions after departure
The Skipper and Sunreef Management

The Skipper (Master) has total discretion as to the operation of the vessel including passenger loading, vessel route, event timing, carriage of goods, serving of alcohol, acceptable conduct of passengers, and the disembarkation of any ill-behaved guests.

In the event of a passenger being required not to embark or to disembark from the vessel under the provisions of this condition, Sunreef, nor the skipper shall be under any liability to such passenger of any kind whatsoever.

The skipper and Sunreef shall not be responsible for any injury to person or damage to property arising out of any cruise.

Sunreef shall not be responsible for any damage or loss occasioned.

Sunreef reserves the right without notice to substitute any vessel.

Eligibility requirements for Whale Watching on Whale ONe

Unfortunately there is no wheelchair access available on any of our vessels. Children under 16 years old must be accompanied by an adult at all times. If you are pregnant, we unfortunately cannot take you on this tour.

Dress Code

Dress appropriate for the weather, bring layers. You can bring a warm jumper or jacket for the wind chill on the water, and something lighter if you are in the sun. Please remember to be sun safe. Polarized sunglasses will help a lot when spotting whales and looking at the ocean. There are open air, protected and enclosed areas available, but no air conditioning. Dress code exclusions are as follows:

  • No stiletto heels
  • No offensive slogans
Responsible Service of Alcohol

If you expect to be served alcohol we will require a valid photo ID prior to purchase. A photo image of ID is not permitted. Alcohol may not be carried from the vessel on disembarkation.

Whale One is a licensed venue and does not allow BYO. Staff reserve the right to refuse entry onto the vessel, the service/supply of alcohol to any unduly intoxicated, underage or disorderly guests.

If you are intoxicated prior to boarding you may be unable to board the vessel, this is at the discretion of Sunreef Staff. If you become unduly intoxicated whilst onboard the vessel may stop at the safest available pontoon and require you to disembark. Sunreef staff reserve the right to not sell alcohol to intoxicated persons or persons suspected of being intoxicated.

If deemed necessary, the Skipper may elect to dock the vessel and remove the guest and notify police. Rowdy or unruly behaviour will not be tolerated. The Operator and the vessel have a “Responsible Service of Alcohol Policy” that applies during the Charter. If behaviour falls outside the guidelines of this policy then Sunreef may, in conjunction with the Skipper, do any of the following:

  • Terminate the Charter by berthing the vessel at the nearest safe location and disembarking the passengers.
  • Summon the Police to remove offending passengers

Any costs associated with the early termination of the cruise due to unruly or rowdy behaviour must be paid by the guest.

Not Permitted

There is strictly NO SMOKING on board any of our vessels.

We’re sorry, but there are NO DRONES to be brought on board.

Passengers shall not carry any alcoholic liquor, matches (other than safety matches), explosives, volatile spirit or other goods of a dangerous, inflammable or offensive nature.

    Guest behaviour

    Any passengers doing the following will be reported to the Australian Maritime Safety Authority (AMSA) and/or Queensland Police Service (QPS):

    • Doing drugs
    • Swinging from the handrails
    • Jumping off the vessel
    • Urinating off the side of the vessel
    • Throwing debris from the vessel
    • Yelling at patrons on docks and houses
    • Fighting or aggressive arguments

    Actions of this sort may be recorded as a Marine Incident with persons liable for on the spot fines of up to $2200.

    On Board Behaviour: Whale One is a licensed venue and we cannot tolerate unduly intoxicated people, if you are intoxicated prior to boarding you may be unable to board the vessel, this is at the discretion of Sunreef Staff. If you become unduly intoxicated whilst on board the vessel may stop at the safest available pontoon and require you to disembark. Sunreef staff reserve the right to not sell alcohol to intoxicated persons or persons suspected of being intoxicated.

    Safety And Security

    Our vessels are equipped to safely carry passengers. Please listen closely to the safety briefing prior to departure. If you have any questions, ask a crew member. All passengers are carried at their own risk, Whale One does not accept responsibility or liability for any injury suffered whilst boarding, aboard, or disembarking from its vessel. Operation of the vessel and any of its equipment is restricted to the Master and Crew of Whale One.

    Security may be on board. The vessel is monitored by CCTV. Security will enforce all listed terms and conditions and reserve the right refuse entry or to remove unruly guest from the vessel. Illegal actions will incur Queensland Police attention.

    Prams

    Unfortuneately we are unable to accomodate prams and strollers due to space requirements.

    Food AND bar

    We can accept cash or EFTPOS with Visa and Mastercard only. All bar tabs must be paid prior departure. There is a bar on the main deck and a second bar on the upper deck. Upper deck bar will be open if numbers allow.
    Toilets: Whale One has two unisex bathrooms on the main deck. No baby changing stations are available.

    Photography

    A photographer will be on board to take photos of the animals and the group of whale watchers on board that trip. Your image may be captured at any time and be used in souvenir sales and/or publicity in any format. By entering the vessel, you consent to your image being recorded and used for these purposes and you acknowledge that copyright in these materials rests with Whale One/Sunreef Mooloolaba. Please see our Privacy Policy (if on mobile or tablet, at the bottom; if on computer, on the sidebar).

    Parking

    The Wharf complex has 4 hour parking available, however you will need to find suitable parking for the tour you are on as some of our trips will be over 4 hours. There are some unlimited parking spaces available outside of The Wharf Mooloolaba / SEA Life car park, however please keep in mind especially if you are on an 11:30 am or later trip that parking can get very busy. Please give yourself at least 15-20 minutes for parking. You can find a parking map of The Wharf Mooloolaba here.

    Sunreef Terms and Conditions Continued…

    If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy and website disclaimer, govern sunreef.com.au’s relationship with you in relation to your use of this website.

    By using this website, you signify your acceptance of these terms and conditions of use. For the purposes of these Terms and Conditions, “Us”, “Our” and “We” refers to Sunreef and our website sunreef.com.au, while, “You” and “Your” refers to you, the client, visitor, website user or person using our website.

    AMENDMENT OF TERMS

    We reserve the right to change, modify, add or remove portions of these terms at any time. Please check these terms regularly prior to using our website to ensure you are aware of any changes. We will endeavor to highlight any significant or substantive changes to you where possible. If you choose to use our website, then we will regard that use as conclusive evidence of your agreement and acceptance that these terms govern your and Sunreef’s rights and obligations to each other.

    LIMITATION OF LIABILITY

    It is an essential pre-condition to you using our website that you agree and accept that Sunreef is not legally responsible for any loss or damage you might suffer related to your use of our website, whether from errors or from omissions in our documents or information, any goods or services we may offer or from any other use of the website. This includes your use or reliance on any third party content, links, comments or advertisements. Your use of, or reliance on, any information or materials on this website is entirely at your own risk, for which we shall not be liable.

    It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific, personal requirements. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

    COMPETITION AND CONSUMER ACT

    For the purposes of Schedule 2 of the Australian Consumer Law, in particular Sections 51 to 53, 64 and 64A of Part 3-2, Division 1, Subdivision A of the Competition and Consumer Act 2010 (Cth), Sunreef’s liability for any breach of a term of this agreement is limited to: the supplying of the goods or services to you again; the replacement of the goods; or the payment of the cost of having the goods or services supplied to you again.

    You must be over 18 years of age to use this website and to purchase any goods or services.

    DELIVERY OF GOODS

    Physical goods may be delivered by Australia Post and/or other reputable courier companies. Deliveries are processed promptly upon receipt of full payment. Delivery may take between 2 and 14 days, depending on the delivery option. Damaged or lost orders should be resolved with Australia Post or the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of whaleone.com.au.

    Digital goods are delivered immediately. Please be aware there are inherent risks associated with downloading any software and digital goods. Should you have any technical problems downloading any of our goods, please contact us so we may try to assist you.

    LINKS TO OTHER WEBSITES

    Sunreef may from time to time provide on its website, links to other websites, advertisements and information on those websites for your convenience. This does not necessarily imply sponsorship, endorsement, or approval or arrangement between whaleone.com.au and the owners of those websites. whaleone.com.au takes no responsibility for any of the content found on the linked websites.

    Sunreef’s website may contain information or advertisements provided by third parties for which Sunreef accepts no responsibility whatsoever for any information or advice provided to you directly by third parties. We are making a ‘recommendation’ only and are not providing any advice nor do we take any responsibility for any advice received in this regard.

    DISCLAIMER

    To the fullest extent permitted by law, Sunreef.com.au absolutely disclaims all warranties, expressed or implied, including, but not limited to, implied warranties of merchantability and fitness for any particular purpose. Sunreef.com.au gives no warranty that the documents, goods or services will be free of errors, or that defects will be corrected, or that our website or its server is free of viruses or any other harmful components.

    Whilst we, at all times endeavor to have the most accurate, reliable and up-to-date information on our website, we do not warrant or make any representations regarding the use or the result of the use of any document, product, service, link or information in its website or as to their correctness, suitability, accuracy, reliability, or otherwise.

    It is your sole responsibility and not the responsibility of Sunreef.com.au to bear any entire costs of servicing, repairs, or correction. The applicable law in your state or territory may not permit these exclusions, particularly the exclusions of some implied warranties. Some of the above may not apply to you but you must ensure you are aware of any risk you may be taking by using this website or any products or services that may be offered through it. It is your responsibility to do so.

    YOUR PRIVACY

    At Sunreef, we are committed to protecting your privacy. We use the information we collect about you to maximize the services that we provide to you. sunreef.com.au respects the privacy and confidentiality of the information provided by you and adheres to the Australian Privacy Principles. Please read our separate Privacy Policy carefully.

    You may change your details at any time by advising us in writing via email. All information we receive from our customers, is protected by our secure servers. sunreef.com.au’s secure server software encrypts all customer information before it is sent to us. Furthermore, all of the customer data whaleone.com.au collects are secured against unauthorised use or access. Credit card information is not stored by us on our servers.

    THIRD PARTIES

    Sunreef does not and will not sell or deal in personal or customer information. We may however use in a general sense without any reference to your name, your information to create marketing statistics, identify user demands and to assist it in meeting customer needs generally. In addition, we may use the information that you provide to improve its website and its services but not for any other use.

    DISCLOSE YOUR INFORMATION

    Sunreef may be required, in certain circumstances, to disclose information in good faith and where Sunreef is required to do so in the following circumstances: by law or by any court; to enforce the terms of any of our customer agreements; or to protect the rights, property or safety of our customers or third parties.

    EXCLUSION OF COMPETITORS

    If you are in the business of creating similar documents, goods or services for the purpose of providing them for a fee to users, whether they be business users or domestic users, then you are a competitor of Sunreef. Sunreef expressly excludes and does not permit you to use or access our website, to download any documents or information from its website or obtain any such documents or information through a third party.

    If you breach this term, then Sunreef will hold you fully responsible for any loss that we may sustain and further hold you accountable for all profits that you might make from such unpermitted and improper use. whaleone.com.au reserves the right to exclude and deny any person access to our website, services or information in our sole discretion.

    COPYRIGHT, TRADEMARK AND RESTRICTIONS OF USE

    This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, trademarks and graphics. You are not permitted to reproduce the documents, information or materials on the website for the purposes of sale or the use by any third party. In particular, you are not permitted to republish, upload, transmit electronically or otherwise or distribute any of the materials, documents or products that may be available for download from time to time on this website.

    Sunreef expressly reserves all copyright and trademark in all documents, information and materials on our website and we reserve the right to take action against you if you breach any of these terms.

    Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following: you may print or download to a local hard disk extracts for your personal and non-commercial use only; and you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material.

    You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

    WHOLE AGREEMENT

    These terms and conditions represent the whole agreement between you and Sunreef concerning your use and access to Sunreef’s website and your use and access to the documents and information on it. No other term is to be included in this agreement except where it is required to be included by any legislation of the Commonwealth or any State or Territory. All implied terms except those implied by statute and which cannot be expressly excluded are hereby expressly excluded.

    EXCLUSION OF UNENFORCEABLE TERMS

    Where any clause or term above would by any applicable statute be illegal, void, or unenforceable in any State or Territory then such a clause shall not apply in that State or Territory and shall be deemed never to have been included in these terms and conditions in that State or Territory. Such a clause if legal and enforceable in any other State or Territory shall continue to be fully enforceable and part of this agreement in those other States and Territories. The deemed exclusion of any term pursuant to this paragraph shall not affect or modify the full enforceability and construction of the other clauses of these terms and conditions.

    JURISDICTION

    This agreement and this website are subject to the laws of Queensland and Australia. If there is a dispute between you and Sunreef that results in litigation, then you must submit to the jurisdiction of the courts of Queensland.

    Gift Vouchers 

    Sunreef gift vouchers may also be called gift cards or gift certificates. All Sunreef gift vouchers are non-refundable. Sunreef gift vouchers do not expire. Gift vouchers cannot be redeemed for cash. All vouchers are kept under the customers name so if the gift card/voucher is lost it is still available. The voucher can be transferred to another person or used for any goods and/or services at Sunreef.

    All charter and course cancellation policies apply as usual. Although they may say are for a specific item or service provided by Sunreef, all Sunreef gift vouchers are just worth that dollar value and can be used for any other goods/service provided by Sunreef. As such, if a product price has changed and if the owner wants to use it for the assigned product, they will have to pay the difference.

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