Terms & Conditions
Payments & Confirmation Policy
Full payment is required prior to departure to secure your booking. Please refer to the booking checkout for the deposit percentage required to confirm your tour. All deposits are non-refundable except at our discretion and in accordance with our Cancellation & Refund Policy below.
Change Policy
Customers may change their required travel dates provided written notice is received no less than 24 hours prior to departure.
Cancellation & Refund Policy
Should your travel plans change, we are happy to cancel your tour once written notice has been received, observing the following conditions.
- 48 – 24 Hours notice – 50% refund
- Less than 24 Hours notice – No refund
Please note that payment processing fees are non-refundable and will be deducted from any approved refund amount. These fees are charged by our payment processor at the time of booking and cannot be recovered by Escape Scenes.
In the unlikely event that Escape Scenes cancels a tour, guests will receive a full refund of all monies paid including any payment processing fees.
Risks & Safety
Although all care is taken to ensure the safety of our guests, guests are required to exercise caution whilst participating in our private tours. Any health concerns which may affect your ability to participate should be directed to our team prior to travelling. Passengers must hold their own travel insurance in the event of accidental injury whilst on tour. Guests are required to act with due diligence and care for their own safety at all times. Guests accept full responsibility for any injury or illness, as Escape Scenes will not be responsible for any injury or accident to guests.
Our tours may involve hiking within areas of uneven terrain, slippery surfaces and wet conditions. Please ensure you bring adequate clothing and footwear.
Travelling With Children
We cater to all ages including infants. Guests travelling with children aged 0–8 years must advise our staff of the children’s ages upon booking to ensure appropriate child restraints and booster seats are used. All guests regardless of age must have their own seat. Please refer to the NSW laws regarding travelling with children.
Guests Requiring Assistance
For guests requiring assistance, please advise us at the time of your initial enquiry so we can assess whether our tours are suitable and advise how we can best assist you.
Booking
Bookings can be made up to 2 hours prior to departure on some tours, however overnight tours require earlier confirmation for preparation purposes. For bookings made less than 24 hours in advance, please confirm availability with our office directly as tours are subject to availability.
Customer Complaints
All complaints should be directed to our customer service team via our contact page.
We’re Here to Help
We are an owner-operated business and our guests are important to us. For any concerns, no matter how large or small, we are only too happy to assist. Please use our contact form or contact us by phone — please note we operate on Sydney, Australia time.
