Terms & Conditions

Definitions

In these Terms and Conditions:

• "Booking" means a reservation for one or more Tours made by a Guest with CairnsTours, whether confirmed by payment or written confirmation.
• "CairnsTours", "we", "us" or "our" means the business operating at cairns-tour.com.au and Shop 7, 8-52 Abbott Street, Cairns QLD 4870.
• "Guest" or "you" means the person making the booking and all persons named in it.
• "Tour" means any guided tour, day trip, activity, course, transport service or multi-day package offered or booked through CairnsTours.
• "Tour Operator" means any third-party operator engaged to deliver all or part of a Tour — including reef vessel operators, dive schools, rail and cableway operators, island resorts, skydiving operators and adventure activity companies.
• "Departure Date" means the scheduled date on which a Tour commences.
• "Working Days" means Monday to Friday, excluding Queensland public holidays.

Making a Booking

2.1 Booking Process

Bookings may be made online at cairns-tour.com.au, by telephone on (07) 4082 7470, by email to hello@cairns-tours.com.au, or in person at our walk-in store at Shop 7, Cairns Square, 8-52 Abbott Street. A booking is confirmed once you receive written confirmation from us and, where applicable, payment has been received.

2.2 Accuracy of Information

You are responsible for ensuring that all information provided at booking — including names, contact details, dietary requirements, health conditions, accessibility needs and the ages of all Guests — is accurate and complete. CairnsTours accepts no liability for loss arising from inaccurate information provided at the time of booking.

2.3 Lead Guest Responsibility

The person making the booking accepts these Terms and Conditions on behalf of all persons in the booking. It is their responsibility to ensure all members of the party are aware of and comply with these Terms.

2.4 Best Price Guarantee

If you find the same tour at a lower confirmed price on another booking platform within 24 hours of booking with us, contact our team and we will match it — no questions asked. The lower price must be for an identical tour, date, operator and inclusions, and must be currently bookable online.

2.5 Same-Day & Walk-In Bookings

We can often arrange same-day or next-day bookings subject to availability. Visit us at Cairns Square or call (07) 4082 7470. Popular tours in peak season can book out — we recommend booking ahead, especially July to August.

2.6 Minimum Participant Numbers

Some Tours require a minimum number of participants. If a Tour does not reach its minimum, we reserve the right to cancel it with at least 48 hours' notice and offer a full refund or alternative date.

Payment & Pricing

3.1 Prices

All prices are in Australian dollars (AUD) and include GST where applicable. Prices listed on our website and in-store are correct at the time of publication. We reserve the right to correct pricing errors and will notify you of any error before confirming your booking.

3.2 Payment at Time of Booking

Full payment is required at the time of booking for all single-day Tours. For multi-day packages, liveaboards and PADI dive courses, a deposit of 50% is required at booking, with the balance due 14 days before the Departure Date. Balances not paid by the due date may result in cancellation at our discretion.

3.3 Accepted Payment Methods

We accept Visa, Mastercard, American Express, and direct bank transfer. Card payments are processed by a PCI-DSS compliant payment gateway. We do not store credit card details on our systems. A card surcharge may apply and will be disclosed at checkout.

3.4 Fuel Levies and Marine Park Charges

Some tours operated by third-party operators may carry a fuel levy or Great Barrier Reef Marine Park environmental management charge. These are displayed on the relevant tour page and payable directly to the operator on the day of departure where applicable.

3.5 Group Discounts

Group rates are subject to availability and must be requested at the time of booking. Discounts cannot be applied retrospectively to confirmed bookings. Where group rates are advertised, minimum group sizes apply as stated on the relevant tour page.

Cancellation by You

4.1 Standard Cancellation Policy

Cancellation requests must be submitted in writing to hello@cairns-tours.com.au or in person at our store. The following cancellation fees apply, calculated on the total booking value:

4.2 PADI Dive Courses

PADI Open Water and other dive course bookings are subject to a specific cancellation policy due to instructor scheduling and limited course spaces. Cancellations 14 or more days before the course start date receive a full refund minus a $75 administration fee. Cancellations with 7–13 days' notice receive a 50% refund. Cancellations with less than 7 days' notice receive no refund. Course transfers to alternative dates are available at no charge with 14 or more days' notice, subject to availability.

4.3 Medical Cancellation

If you are unable to participate due to a genuine medical condition and provide a medical certificate from a registered Australian medical practitioner, we will offer a full refund or credit where the certificate is provided within 7 days of the Departure Date. We strongly recommend purchasing travel insurance to cover medical cancellation scenarios.

4.4 Date Changes

One date change per day-tour booking is available at no charge if requested more than 48 hours before departure, subject to availability. For overnight and liveaboard bookings, date changes requested 8 or more days before departure are free of charge (subject to availability); changes within 7 days are subject to a $50 administration fee and any applicable fare difference.

4.5 Travel Insurance

We strongly recommend comprehensive travel insurance covering tour cancellation, medical expenses, emergency evacuation, personal liability and loss of belongings. CairnsTours is not responsible for losses that would have been covered by appropriate travel insurance.

Cancellation or Modification by Us

5.1 Our Right to Cancel

We reserve the right to cancel or modify any Tour at any time due to unsafe weather or sea conditions, insufficient participant numbers, natural disasters, government directives, operator unavailability or other circumstances beyond our reasonable control. We will provide as much notice as practicable.

5.2 Your Refund on Operator Cancellation

If we cancel a Tour for any reason other than your breach of these Terms, you will receive either:

• A full refund of all amounts paid to us for the cancelled Tour; or
• A transfer to an alternative departure date at no additional charge, subject to availability.

Beyond a full refund of the Tour cost, we are not liable for any additional costs you may have incurred — including flights, accommodation, visas or travel insurance. This is why we recommend comprehensive travel insurance.

5.3 Itinerary Modifications

We and our Tour Operators reserve the right to modify itineraries where reasonably necessary, including changes to route, timing, order of stops or specific locations. Where a modification materially reduces the value of a Tour, we will offer a proportionate partial refund.

Weather, Sea Conditions & Closures

6.1 Tropical Conditions

Tropical North Queensland experiences variable and sometimes severe weather. Reef and island tours are subject to sea state, wind speed and swell. Rainforest tours may be affected by road closures following heavy rainfall. These conditions are inherent to operating in the tropics.

6.2 Operator Discretion

The decision to proceed with, modify or cancel a Tour on safety grounds rests solely with the Tour Operator or vessel captain. This decision is final and in the interests of all passengers' safety. Guests unwilling to participate in a Tour that proceeds (even in modified form) are subject to the cancellation terms in Clause 4.1.

6.3 Weather Cancellation Refund

If a Tour is cancelled by us or the Tour Operator specifically due to unsafe weather or sea conditions, you will be offered a full refund of the Tour cost or a free transfer to an alternative date. Weather cancellations do not entitle you to compensation for other expenses.

6.4 Stinger Season

Marine stingers (box jellyfish and irukandji) are present in tropical Queensland coastal waters approximately November to May. During this period, swimming outside stinger-netted enclosures without a full-length stinger suit is strongly discouraged. Stinger suits are provided on all reef tours during stinger season. All in-water activities during this period are undertaken at your own risk — always follow operator safety guidance.

Health, Fitness & Medical Requirements

7.1 Fitness to Participate

By making a booking, you confirm that all Guests are in adequate physical and mental health to safely participate in the Tour, and that no Guest has any pre-existing medical condition that could endanger themselves or others — unless disclosed to us in writing before booking.

7.2 Conditions Requiring Disclosure

You must notify us before booking if any Guest has or has recently experienced:

• Cardiovascular disease, heart conditions or recent cardiac surgery
• Respiratory conditions including severe asthma or COPD
• Seizure disorders or epilepsy
• Pregnancy (current)
• Recent major surgery within 12 weeks
• Severe allergies requiring an EpiPen
• Conditions affecting mobility requiring special equipment or assistance
• Any condition that may affect the ability to follow safety instructions

Failure to disclose relevant health conditions may result in exclusion from activities, and no refund will be given in those circumstances.

7.3 PADI Medical Declaration

All PADI dive course participants and some introductory dive guests must complete a PADI Medical Statement form prior to participation. Guests with flagged medical conditions may require a signed medical clearance from a registered doctor. This is an industry requirement and not discretionary.

7.4 Pregnancy

Pregnant Guests are excluded from scuba diving (introductory and certified), high-impact adventure activities and tours involving significant physical exertion. Snorkelling, reef cruises and most rainforest and cultural tours are generally suitable — please contact us to confirm before booking.

7.5 Intoxication

Guests who appear to be under the influence of alcohol or drugs at departure may be refused boarding by the Tour Operator. No refund will be provided in these circumstances.

Guest Conduct

8.1 Expected Behaviour

All Guests must treat CairnsTours staff, Tour Operator personnel, fellow Guests and the natural environments visited with respect. Aggressive, offensive, discriminatory or unsafe behaviour will not be tolerated.

8.2 Environmental Compliance

The Great Barrier Reef Marine Park, Daintree National Park and other locations visited on our tours are protected by Australian and Queensland law. Guests must at all times:

• Not touch, stand on, collect or remove coral, marine life, plants or natural features
• Use reef-safe, mineral-based sunscreen in Marine Park waters
• Follow all guide instructions regarding wildlife interactions
• Stay on designated paths and boardwalks in national parks
• Carry out all waste and dispose of rubbish responsibly

Guests who damage, disturb or remove natural features may face prosecution under the Great Barrier Reef Marine Park Act 1975 (Cth) or the Nature Conservation Act 1992 (Qld), and may be liable for substantial fines.

8.3 Right of Removal

CairnsTours and Tour Operators reserve the right to remove any Guest from a Tour whose behaviour poses a risk to themselves, other Guests, staff or the environment, or who fails to comply with reasonable safety instructions. No refund will be provided to Guests removed for behavioural reasons.

Minimum Age Requirements

9.1 Age Restrictions by Activity

Minimum ages vary by tour and activity as stated on each tour page. Common restrictions include:

• Reef snorkelling tours: no minimum age (under 6 require life jacket at all times)
• Introductory scuba diving: 12 years
• PADI Open Water certification: 15 years (10–14 can complete Junior OW)
• Tandem skydiving: 18 years (proof of age required)
• White water rafting — Tully River Grades 3–4: 13 years
• Bungy jumping: 10 years (with parent/guardian)

9.2 Parental Responsibility

Guests under 18 must be accompanied by a parent or legal guardian who takes full responsibility for their participation. CairnsTours does not provide supervision for unaccompanied minors.

9.3 Proof of Age

We reserve the right to require proof of age (passport, birth certificate or driver's licence) for age-restricted activities. Refusal to provide proof may result in exclusion without refund.

Accessibility & Special Requirements

CairnsTours is committed to helping as many Guests as possible access Tropical North Queensland's natural wonders. Our team can advise on which tours have wheelchair-accessible vessels, sealed boardwalks, hydraulic pontoon lifts and appropriate facilities.

Please disclose any mobility requirements, disability or accessibility needs at the time of booking. We will confirm in writing what accommodations are available on your specific Tour. We cannot guarantee accessibility features if we are not notified before booking.

Where a Tour is found to be genuinely unsuitable for a Guest due to accessibility limitations not disclosed to you at the time of booking, we will offer a full refund or an accessible alternative tour.

Itinerary, Inclusions & Timing

11.1 Itinerary Flexibility

Published itineraries are indicative. Sequence of stops, timing and specific locations may vary due to weather, sea conditions, wildlife activity, tidal state, vessel scheduling or operational requirements. Guides have discretion to adapt itineraries to maximise your experience.

11.2 Inclusions

Tour inclusions are as listed on the relevant tour page at the time of booking. If an included element cannot be provided, we will offer a comparable alternative or a partial refund proportionate to the affected element.

11.3 Pickup Times

Hotel pickup times are confirmed by email or SMS prior to your Departure Date. Guests must be ready at their nominated pickup point at the confirmed time. We cannot wait for late Guests. Guests who miss pickup due to their own lateness are not entitled to a refund.

11.4 Return Times & Flight Planning

Published return times are approximate. CairnsTours does not accept liability for costs arising from late returns, including missed flights. We strongly recommend allowing a minimum of 4 hours between a Tour's estimated return time and any onward flight departure.

11.5 Instant Confirmation

Most tours offer instant e-voucher confirmation upon successful payment. Your e-voucher is your booking proof — please present it (printed or on your phone) to the operator at check-in. Specific check-in instructions will be included in your confirmation email.

Liability, Risk & Indemnity

12.1 Inherent Risks

Outdoor tours and adventure activities carry inherent risks that cannot be fully eliminated. These include risks associated with open-water swimming and snorkelling, ocean travel, tropical weather, sun and heat exposure, wildlife encounters, physical exertion, uneven terrain, and adventure activities such as skydiving, white water rafting and bungee jumping. By booking, you acknowledge and accept these inherent risks.

12.2 Limitation of Liability

To the maximum extent permitted by law, CairnsTours' liability to you for any loss, damage, injury or delay arising from a Tour is limited to the total cost of that Tour paid to us. This limitation does not apply to liability arising from our negligence causing personal injury or death, or any other liability that cannot be excluded under Australian Consumer Law.

12.3 Role as Booking Agent

CairnsTours acts as a booking agent for third-party Tour Operators. We select and vet operators carefully, but we do not operate tours, vessels or equipment ourselves. The Tour Operator's own terms, safety protocols and liability limitations apply to the delivery of the tour. Our liability is limited to booking the tour with reasonable care and skill.

12.4 Loss of Personal Property

CairnsTours and Tour Operators accept no responsibility for the loss, theft or damage to personal belongings — including cameras, phones, wallets and clothing — during a Tour. Carry and store personal items at your own risk. We recommend securing valuables and purchasing travel insurance covering personal property.

12.5 Indemnity

To the extent permitted by law, you indemnify CairnsTours and its staff, agents and Tour Operators against any claim, loss or liability arising from your breach of these Terms, your failure to disclose a relevant health condition, or your wilful or negligent conduct during a Tour.

Photography & Media

13.1 Our Photography

CairnsTours and our Tour Operators may photograph or film during Tours for use in marketing, social media and promotional material. By participating, you consent to us using images or footage that may include your likeness, unless you notify us in writing before departure that you do not consent.

13.2 Professional Photography Services

Many reef and adventure tours offer professional photography packages available for purchase on the day. Purchased photographs are licensed for personal, non-commercial use. Commercial use requires separate written agreement.

13.3 Reef-Safe Photography

When snorkelling or diving, you must never rest on, grab or disturb coral or marine life to position yourself for photographs. This is both an ethical obligation and a legal requirement within the Great Barrier Reef Marine Park.

Australian Consumer Law Guarantees

Our tours come with guarantees under the Australian Consumer Law that cannot be excluded. Under the ACL, services must be delivered with due care and skill, must be fit for any particular purpose made known to us, and must be completed within a reasonable time.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under Australian Consumer Law. Where a service fails to meet a consumer guarantee and the failure is not major, you are entitled to have the problem remedied within a reasonable time. Where the failure is major, you are entitled to cancel and receive a refund, or compensation for the reduction in value of the services received.

Privacy

The collection, use and storage of your personal information is governed by our Privacy Policy, which forms part of these Terms and Conditions. By making a booking, you consent to the collection and use of your personal information as described in the Privacy Policy.

Complaints & Dispute Resolution

16.1 Raising a Complaint

If you are unhappy with any aspect of your Tour, please raise it with your guide on the day first. If unresolved, submit a written complaint to hello@cairns-tours.com.au or in person at our store within 28 days of your Departure Date. Include your booking reference, Departure Date, the nature of the complaint and any supporting photos or information.

16.2 Our Response

We will acknowledge your complaint within 2 Working Days and provide a substantive response within 10 Working Days. Where further investigation is required, we will keep you informed of our progress.

16.3 External Assistance

If you remain unsatisfied with our response, you may contact:

• Queensland Office of Fair Trading: qld.gov.au/law/fair-trading  ·  13 74 68
• Tourism and Events Queensland: teq.queensland.com
• ACCC: accc.gov.au  ·  1300 302 502

Governing Law & Jurisdiction

These Terms and Conditions are governed by the laws of the State of Queensland and the Commonwealth of Australia. You submit to the non-exclusive jurisdiction of the courts of Queensland and any courts entitled to hear appeals from those courts.

If any provision of these Terms is found to be invalid or unenforceable, that provision is severed and the remaining provisions continue in full force. Our failure to enforce any provision at any time does not constitute a waiver of that provision.

Contact Us

For any questions about these Terms and Conditions, your booking, or tour availability: