Sea All Dolphin Swims Terms & Conditions
Confirmation of tours:
All tours must be confirmed during office hours 24hrs prior to departure. In the event you have not been contacted the day prior to you tour commencing, please contact us as it means we have not been able to get in contact with you!
Weather
All tours and departures operate according to weather conditions. We reserve the right to cancel the tour in the case of adverse weather. Please note that rainy or overcast days are not unsafe, and in more circumstances are the ideal conditions for viewing wildlife. Should your tour be cancelled due to unsafe weather conditions you will be provide with the opportunity to reschedule to another tour or receive a full refund – if you have booked online you will receive a full refund minus the credit card surcharge fee. If you have any concerns about the weather, please call our office on (03) 5258 3889 prior to leaving home for an onsite weather report.
Minimum Numbers
Our tours are subject to minimum numbers of passengers
- Seal & Dolphin Swim Tours – minimum of 6pax to run,
- Tours conducted on bluebird (Seal Swim & Popes Eye Tour) – minimum of 3pax to run
- Local Wildlife Sightseeing tours – minimum of 10pax to run
If you have any questions about our minimum number policy please call our office crew on (03)5258 3889.
Checking in:
Our tours operate on a precise schedule and involve introductory preparation, arrival on time is essential. Check in times are 15 minutes prior to departer of your scheduled tour. This time will be advised when you re-confirm 24-48 hours before departure. In fairness to our other guests, the tour will not be held for you if you fail to report by your scheduled check in time, and you will forfeit your booking.
If in doubt about how long it takes to get to Queenscliff, please leave early! Please visit www.dolphinswims.com.au for location details, or print out the “Where to find us” document. Please note during summer holidays peak season can result in higher than usual traffic, please allow an additional 30 minutes for travel and parking.
For private charters and school groups your tour will be shortened to ensure we conclude at the same time as scheduled. If for some reason you cannot make the allotted check-in time, please advise our office by telephone (5258 3889) to prevent cancellation of your booking. No show or late arrivals that have no been in touch with office prior to the check in deadline will not be able to reschedule their tour for another time.
Payment
100% deposit is required at the time of booking to reserve a place on any activity. Private Charters that incur a large cost will be required to make a 30% deposit at the time of booking. The remaining amount must be settled at the very latest 24 hour prior to departure of your scheduled tour.
Gift cards
Our gift cards have an expiry of 365 days in the event you cannot attend one of our tours with the allocated time frame please contact our office crew to have your gift card extended. Gift cards can be extended for an additional 12 months given there has not been a price rise. In the instant a price rise has occurred you will need to payment difference to have your gift card expiry altered.
Gift cards are non-refundable, however if you cannot use your gift card within the assigned time frame you can transfer the gift card to another person. Please contact our office to inform us of the name change and we will resend your voucher to the new holder.
In the instant your tour is cancelled due to poor weather conditions, and you are travelling on a gift card you will be given the opportunity to reschedule to another date and time. No refunds can be given to those travelling on a gift card.
Third Party & Agent Bookings
Sea All Dolphin Swims has an extensive list of 3rd party retailers, online and face-to face agents. If you book through a 3rd party, your ticket and travel documents are supplied from the agent you have booked through.
Sea All Dolphins Swims Obligations are in line with our activities and tours Terms and Conditions. In the event you need to cancel your booking all refunds are proceeded through the 3rd party agent you have booked through and will need to be contacted directly. We have no responsibility for the service you receive from an outside agent, nor do we give any warranty or representation regarding standards.
Cancellations
Cancellations of any booking less than 48hrs prior to departure will be charged full fare. Cancellations of group bookings less than 5 days prior to departure will be charged 50% of full fare. Refunds (minus 10% booking fee) or transfers to another tour will be issued only when a tour is cancelled due to the following:
Refunds
If a refund is requested prior to 48 hours before departure, Sea All Dolphin Swims are happy to do so but a 10% processing fee will be withheld.
If a tour is voluntarily cancelled by Sea All Dolphin Swims due to weather or other reason beyond our control you will be refunded the full amount. Please note if you have booked online you will receive a full refund minus the credit card surcharge fee.
Gift Vouchers are not redeemable for cash.
If you have booked through another agency (i.e.Red Balloon, Expedia); we are unable to issue a refund as part of our agency agreement. In the event that you require a refund, you will have to contact that agency directly.
Right to change
Sea All Dolphin Swims reserve the right to alter, modify, delete or make corrections to the website and brochures information at any time without notice.
Children
On board and in the water, a parent must remain within arms reach of any child under 5 years of age at all times. Our staff are very experienced with children but are not babysitters! Prams and pushers cannot be taken on board and must be left at our office/ shop during the duration of our tours.
Any child under the age of 15 participating a tour must be accompanied by a parent or guardian.
Wildlife
Whilst we do our best to find the wild dolphins, there is no guarantee of sightings on every cruise – these dolphins are wild animals in their natural environment. In some cases when sighting dolphins, Sea All Dolphin Swims reserves the right to refuse the swim if it risks adversely impacting the dolphins (i.e. Young calves present or dolphins are showing signs of stress). We will make every effort to provide the best possible wildlife experience on the day, however please be aware that there are no guarantees or refunds in the event of not finding any of the species advertised on our website or through our brochures. When working with these animals, we are bound by both Regulations and a Code of Conduct, and must operate within these parameters at all times. You can find out permit regulation here.
Environmental levy
A $10 environmental levy is included in your ticket for our Seal & Dolphin Swims Tours. This levy contributes to the not for profit organisation Southern Ocean Environmental Link. The Environmental Levy is non-refundable.
This levy allows projects to be funded that contribute to the sustainability of the ocean and environment we operate in, which will allow us to continue to offer this unique experiences for generations to come, we thank you for contributing to this.
Refreshments
Fresh water is available on board and Sea All Dolphin Swims provides light refreshments in the form of hot and cold drinks, fresh fruit and biscuits. If you have an allergies or concerns
COVID-19 Safe Practises
There is no evidence that COVID-19 can be contracted through food or food packaging. This aligns with current advice from the World Health Organisation (WHO) and other international and food safety authorities and both Australian & New Zealand Governments. Sea All Dolphin Swims has created and implemented a COVID-19 management plan to ensure all measurements possible are taken to ensure your safety and is aligned with current laws and regulations by both Government and health organisations.
Sea All Dolphin Swims does not take any responsibility if you contract an illness through consumption of food or beverages given on tour.