Fraser Tours Terms & Cancellations

Updated Tue 12 Aug 2025

General Booking Terms & Conditions

Please read the following "Booking Terms and Conditions" carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with these Booking Terms and Conditions.

References to "The Travel Shop," “Fraser Tours” “Mr Travel” “travel agents,” "us,” "we,” and/or "our" in these Booking Terms and Conditions shall mean registered businesses under Sailing Whitsundays Pty Ltd which includes Sailing Whitsundays, Mr- Travel.com, The Travel Shop, East Coast Tours, Cairns Tours, Fraser Tours and Outback Tours. References to "client," "traveller," "you," and "your" shall mean the customer. References to “service operator” “tour operator” “operator,” “supplier,” or “provider” refer to the individual operator of your elected trip, which is a separate entity from Fraser Tours / The Travel Shop.

We will rely on the authority of the person making the booking to act on behalf of any other traveller in the booking (regardless of whether other travellers have made separate payments), and that person will bind all such travellers to these Booking Terms and Conditions.

By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These terms apply to any bookings, including those made in-store, over the phone, by email, through social media and online bookings made on our website.

1. Your Responsibilities

1.1 Understanding The Travel Shop’s role as a Third Party Travel Agent

The Travel Shop acts solely as a booking agent on behalf of third-party tour operators, service providers, and experience suppliers. We do not operate, manage, or control any tours, transportation services, accommodations, or other travel-related services. By booking with us, you acknowledge that:

The Travel Shop is not responsible for the actions, policies, or performance of any tour operator.
Cancellations, rescheduling, refunds, or experience discrepancies are completely up to and dependent on the operator. Administration fees from The Travel Shop and the supplier may apply.
We do not guarantee the quality, safety, or suitability of any tour or service.
Any claims or disputes must be handled directly with the tour operator.
The Travel Shop is not liable for losses, damages, or additional costs resulting from operator changes or cancellations.

1.2 Accurate Information & Ticket Discrepancies

You must provide accurate and complete information during the booking process. The Travel Shop is not responsible for any issues or losses arising from any incorrect information provided. Please check all information carefully. It is your responsibility to notify us of ticket discrepancies prior to travel. Fees may be applied for any booking changes.

1.3 Reconfirmation

All Clients are responsible for reconfirming their tour, accommodation and/or itinerary with the operator as per your check-in instructions. You must reconfirm your experience directly with the operator at least 48 hours in advance of the date of travel. Any transfer buses or transport services must be organised directly with the operator, so please ensure you have confirmed your pick-up and drop-off location and time with the operator directly. The Travel Shop is not responsible for any late arrivals or issues from operator transport services.

1.4 Check In

You need to allow adequate time to check in prior to the specified departure time of your tour. Please refer to the specific tour page for full check-in instructions. Guests unable to attend their ticketed tour, transport or accommodation due to delay or lateness will not be eligible for a refund.

1.5 Health and Fitness Requirements

You must ensure all Clients in your party, yourself included, are physically fit for the chosen tour. Any pre-existing medical conditions, dietary restrictions, or special requirements must be communicated to The Travel Shop at the time of booking. The Travel Shop reserves the right to refuse service to anyone deemed unfit for the tour. Please get in touch with our travel agents before booking if you have a medical issue, disability, cannot swim or are pregnant to ensure you are matched with a suitable tour. The Travel Shop and our partnered tour operators reserve the right to deny travel to anybody on the basis of safety at any time. The Travel Shop is not responsible for any losses arising from refused travel due to passenger health and ability.

1.6 Compliance with Laws and Regulations

You must comply with all local laws and regulations during the tour. This includes adhering to customs, immigration, and health requirements of the destination. The Travel Shop is not responsible for any losses due to delays or issues arriving at your departure destination.

1.7 Age Restrictions

It is your responsibility to advise The Travel Shop before booking if any Clients are under 18 years old to ensure you are booking the appropriate trip. Our travel experiences have strict age limits for your safety. Inaccurate or false age information supplied by the Client may result in removal from the tour without a refund.

1.8 Conduct and Behaviour

You are expected to behave respectfully and responsibly. Any behaviour that is deemed disruptive, dangerous, or inappropriate may result in the Client/s being removed from the tour without a refund. Clients must follow the instructions of the tour guide and any safety guidelines provided at all times.

1.9 Safety

Clients must adhere to all safety instructions and guidelines provided by The Travel Shop staff and operator/third-party providers. You must be able to understand all safety briefings and instructions for everyone's safety. Failure to comply with safety instructions may result in removal from the tour without a refund.

1.10 Food Allergies & Dietary Requirements

It is the responsibility of all passengers travelling to advise both your travel agent at the time of booking and the individual tour check-in agent, before boarding, of any medical conditions, including food allergies you may suffer from. Failure to provide reasonable notice for your dietaries to be catered for may result in a lack of suitable food available to you during your tours. The Travel Shop and our partnered tour operators reserve the right to charge fees as they see fit for special dietary requirements.

1.11 Scuba Diving Requirements

If you are undertaking any scuba diving activities, you must read and meet the Scuba Diving Medical Requirements before travel. These requirements are set out in the Scuba Diving Medical Questionnaire. The Travel Shop is not liable for any losses resulting from a Tour Operator refusing participation due to your failure to meet these requirements (including failure to obtain a required medical certificate).

Additional Conditions:

Liability Waiver: All divers must agree to and sign the operator’s liability forms before diving.
Certification Requirement: Certified divers must present a valid certification card (e.g. PADI, SSI, NAUI). Specialty certifications (e.g. Nitrox, Full Face Mask) may also be required for certain dive types.
Minimum Age: Age requirements vary by dive type: typically 10+ years for certified divers and 12+ years for introductory dives. It is your responsibility to confirm the applicable requirement before booking.
Medical Fitness: The Scuba Diving Medical Questionnaire must be completed before travel. Certain medical conditions (including but not limited to asthma, heart or lung disease, epilepsy, and diabetes) may require a physician’s “fit to dive” certificate, which must be obtained in advance.
Operator Discretion & Safety: Dive operators reserve the right to refuse participation if a diver is deemed physically or medically unfit, or where safety may be compromised. No compensation is payable if you are unable to complete scheduled dives.
Alcohol and Drugs: Diving or snorkelling under the influence of alcohol or drugs is strictly prohibited. Operators may refuse access to the water where impairment is suspected.
Accuracy of Information: All medical and liability forms must be completed accurately. Omissions or false statements may result in refusal to participate without refund.
No-Fly / Altitude Advisory: For recreational diving, the following minimum surface intervals are strongly recommended before flying or ascending to higher altitudes:
- 12 hours after a single no-decompression dive
- 18 hours after multiple dives in a day or across consecutive days
- At least 24 hours after dives requiring decompression stops
As a general safety measure, The Travel Shop recommends allowing 24 hours or more before flying or travelling to altitude after diving to minimise the risk of decompression sickness. Operators in Queensland require a minimum 24-hour interval between your final dive and any flight or altitude transition. Please reconfirm this requirement with the operator before travel.
Equipment Responsibility: You may be charged for the repair or replacement of rental equipment damaged through negligence.
Weather and Operational Changes: The number of dives offered may vary due to weather, safety considerations, or unforeseen circumstances. No compensation is payable if you cannot complete all scheduled dives.
Insurance: Travel and dive insurance is strongly recommended. Specialist diver policies are available from providers such as Divers Alert Network (DAN) and Dive Assure.

2. Prices & Extra Costs

2.1 Inclusions and Exclusions

Prices include only those items explicitly stated in the itinerary. All other expenses, including but not limited to personal expenses, travel insurance, additional meals, surcharges, levies and optional activities, are your responsibility.

2.2 Price Changes

The Travel Shop reserves the right to adjust prices due to fluctuations in exchange rates, fuel surcharges, taxes, and other external factors. Any price changes will be communicated to the Client as soon as possible. We will endeavour to communicate these extra costs with you at the time of booking, and on your ticket. However, it is your responsibility to confirm which (if any) additional costs apply with each Service Operator upon reconfirming your trip.

2.3 Additional Charges

Clients may incur additional charges for changes to their booking, including amendments to travel dates, upgrades, or additional services requested after the initial booking. Any additional costs incurred due to personal circumstances, such as medical emergencies or changes in travel plans, are the Client’s responsibility. We highly recommend travel insurance.

3. Changes, Cancellations & Force Majeure

3.1 Role of The Travel Shop In Booking Changes & Cancellations

The Travel Shop acts solely as a booking agent and facilitates cancellations and changes on behalf of Suppliers. Final decisions regarding cancellations, amendments, or credits rest with the Supplier.

3.2 General Cancellation & Changes Terms

3.2.1 Cancellation & Amendment Conditions

You may only cancel or amend your booking in accordance with the cancellation terms stated on the specific product page at the time of booking. These terms are set by the Supplier and vary between products. It is your responsibility to review and understand the applicable conditions prior to confirming your booking.

3.2.2 How To Submit A Cancellation Request

All Cancellation Requests must be in writing and sent via email to: admin@mr-travel.com. Cancellations attempted in-store, or via online chat or phone, will not be actioned.

Our Travel Agents are required to notify the Operator of any Client Cancellations within the specified Cancellation Period. It is your responsibility to ensure submission of your Cancellation Request during standard business hours (9 am - 5 pm AEST) and with adequate time to allow us to contact the Tour Operator within the specified Cancellation Period. The effective date of cancellation or amendment is the date your email is received.

3.2.3 Non-Transferable Bookings

Bookings are non-transferable unless agreed upon in writing. Any unauthorised attempt to transfer a booking to another individual may result in the cancellation of the booking without refund.

3.2.4 Administration & Supplier Fees

In some situations, The Travel Shop may apply a cancellation fee in addition to the Supplier’s fee to cover the costs of managing your booking. These costs reflect the actual work involved in arranging, administering, and managing the booking, and will be clearly noted in the “Cancellations” section of the product page at the time of booking.

3.3 Supplier-Initiated Changes & Cancellations

In the event of cancellations or significant changes initiated by the Supplier (including last-minute alterations), you will be notified using the contact details provided at the time of booking, including via phone, SMS, or email.

All cancellations or amendments made by the Supplier are subject to their terms and operational decisions. These will be managed in accordance with Australian Consumer Law.

If a Supplier cancels a service for any reason, you may be offered one of the following remedies:

A replacement tour or experience, provided it is of a similar nature, value, and departs within a reasonable timeframe (see 3.4 Tour Transfers); or
A credit or travel voucher for use on an alternative date (see 3.5 Tour Credits).
If a reasonably similar experience cannot be provided within a reasonable timeframe, a refund (see 4 Refunds) will be offered in accordance with your statutory consumer guarantee rights.

If the replacement tour or experience is of higher value than the original booking, additional charges may apply.

If a refund is applicable to the situation, any unrecoverable third-party costs or expenses already incurred in connection with your booking may be deducted in accordance with Australian Consumer Law. This may include commissions earned for arranging and confirming your booking, where these amounts are not recoverable from the Supplier.

Please note, additional expenses incurred by you or others (e.g. transport, accommodation, meals) will not be reimbursed unless otherwise specified.

3.4 Tour Transfers

In some cases of cancellation, you may be offered a Tour Transfer. This is a replacement tour or experience of a similar nature and value, departing within a reasonable timeframe.

Please note that:

All Tour Transfers are subject to availability and cannot be guaranteed.
If the replacement tour is of higher value than your original booking, you will be required to pay the difference in price before the transfer is confirmed.
Supplier fees may apply.
A reasonable administration fee may also be charged to cover the actual costs of arranging, administering, and managing the new booking.
Any applicable fees will be outlined to you in writing before the transfer is confirmed.

3.5 Tour Credits

In some cases of cancellation, you may be offered a Tour Credit (also called a Travel Voucher) for use on a future booking.

Credits are generally equal to the full value of your original booking, minus any applicable Supplier fees and administration charges.
Credits are valid for 5 years from the date of issue.
Credits can be used on a wide range of tours and experiences worldwide across all brands under The Travel Shop Group (including Sailing Whitsundays, Fraser Tours, East Coast Tours, Outback Tours, Cairns Tours and more). Availability may include products not entirely listed online. Please enquire to confirm eligible options.
If the new booking exceeds the value of your Credit, you will be required to pay the difference before the booking is confirmed.
Credit card fees are non-refundable and cannot be applied towards future bookings.
All bookings made using Credits are subject to availability.

3.6 Packages

When The Travel Shop creates a custom travel package by combining individual products (such as tours, accommodation, and transport) that are not pre-packaged by the Supplier, the following conditions apply:

The booking will be subject to the cancellation and change policies of each individual product included in the package.
For client-initiated cancellations, 25% of the total value of the cancelled portion will be withheld by The Travel Shop as a cancellation fee to cover the additional planning, coordination, and administration required to design, confirm, and manage custom travel itineraries. This amount is in addition to any cancellation fees charged by the individual suppliers.

3.7 Deposits

Deposits or partial payments are non-refundable if you are unable to proceed with your booking. This applies regardless of the reason for cancellation or change, including but not limited to personal circumstances, illness, or travel restrictions.

3.8 Add-On Activities

All add-on activities (including but not limited to scuba diving, stand-up paddleboarding, helmet diving, guided snorkel tours, banana boat rides, and waterslides) are subject to availability and pricing changes. These activities may not operate on your tour due to operational, weather, or safety conditions. No compensation will be provided in cases where optional or advertised extras are unavailable or do not operate.

3.9 Force Majeure Events

A force majeure event refers to circumstances beyond the control of the Supplier or The Travel Shop that prevent the tour or experience from operating. This may include, but is not limited to, natural disasters, severe weather, pandemics, government travel restrictions, civil unrest, or strikes.

This clause only applies where the tour or experience is cancelled as a direct result of a force majeure event. It does not apply where the tour operates as scheduled, but you are unable to attend for any reason, including those related to a force majeure event.

If a booking is cancelled due to a force majeure event, it will be managed in accordance with Australian Consumer Law and the Supplier’s force majeure policy. You may be offered one of the following:

A credit or travel voucher for future use, valid for a reasonable period; or
A reschedule to an alternative date, subject to availability.

Additional costs or losses incurred by you (e.g. accommodation, flights, meals) will not be reimbursed unless expressly stated. We strongly recommend that you obtain travel insurance upon booking to protect yourself against any potential losses such as these.

4. Refunds

4.1 General Refunds

All refunds are in Australian dollars and must be placed back on the same valid original payment method that you used to pay for your booking. Mr Travel is not liable for exchange rate fluctuations or fees, or any other merchant/bank fees associated with domestic and/or international transactions

4.2 Refund Timeframe

You will be emailed confirmation once the refund has been processed. Once the refund has been processed, it may still take time for the banks to clear the amount. Please allow 7-10 business days for the funds to clear into Australian accounts and up to 21 business days for international accounts.

Mr Travel/The Travel Shop will always attempt to process refunds within a reasonable timeframe. However, unforeseen situations (including but not limited to natural disasters and lockdowns) may result in a wait of up to 90 days for processing time, due to high volume.

4.3 Non-refundable Costs

Please note that all card fees, luggage storage fees, bus tickets, and transport tickets are non-refundable.

5. Insurance

5.1 Travel Insurance

Comprehensive travel insurance is highly recommended for all Clients and should cover medical expenses, applicable extreme activity injury costs (e.g. scuba diving, surfing, skydiving, etc.), trip cancellation, personal liability, and personal belongings.

5.2 Compulsory Travel Insurance

Some trips may outline that they have compulsory travel insurance clauses, in which Clients must provide proof of insurance prior to the start of the tour to be eligible for travel.

5.3 Liability Waiver

By booking a tour through The Travel Shop, Clients acknowledge that they participate in activities at their own risk. As a travel agent and booking service, The Travel Shop is a separate entity from the tour operator of your tour/s. The Travel Shop is not liable for any injury, illness, death, loss, or damage to personal property that occurs during any experiences booked through us. Every tour operator is liable for guest safety and may have their own liability waiver policies to which Clients are subject when booking with that operator. Clients are advised to carefully review their insurance policy to ensure it meets their needs.

6. Transport

6.1 Third-Party Providers

Transport services are provided by third-party operators. The Travel Shop is not responsible for any delays, cancellations, or changes to the transport arrangements made by these providers. Any claims for compensation due to such disruptions must be directed to the respective provider.

6.2 Safety and Conduct

Clients must follow all safety instructions provided by the transport provider. The Travel Shop is not liable for any incidents resulting from non-compliance with safety guidelines or reckless behaviour. Any damage or loss incurred due to Client negligence is the responsibility of the Client.

6.3 Tour Courtesy Transfers

Some tours include a courtesy or paid transfer service for transport to and/or from your departure point. The Service Operator reserves the right to limit courtesy transfers to select local accommodations. Private residences or Airbnb properties may be asked to meet at the closest confirmed location. Failure to meet at the specified pick-up location may be treated as “No Show”, for which the Client Cancellation Policy applies. Not all tours offer transfers, please refer to the individual product to see if this is applicable to your tour. Any transfer buses or transport services must be organised directly with the operator, so please ensure you have confirmed your pick-up and drop-off location and time with the operator directly. The Travel Shop is not responsible for any late arrivals arising from operator transport services.

7. Merchant Fees

7.1 Payment Surcharges

All payments made by card incur a non-refundable 1% surcharge, including but not limited to Visa, Mastercard and AMEX payments. This fee will be communicated to the Client at the time of payment.

7.2 Accepted Payment Methods

The Travel Shop accepts payments via credit card, bank transfer, and other methods as specified at the time of booking. Payments must be made in the specified currency. Any currency conversion fees or bank charges are the Client's responsibility.

7.3 Late Payments

Failure to make payments by the specified due dates may result in the cancellation of the booking. The Travel Shop reserves the right to charge interest on overdue payments.

8. Open Date Vouchers & Gift Certificates

Shipping Costs are in addition to the ticket price and will be added at checkout. Shipping costs are non-refundable and do not make up part of the ticket value. E-Vouchers incur no shipping fees.

You have 5 years to use the value of the voucher. Seasonal Price Rises will apply if travelling outside the current season's pricing. Vouchers can be exchanged for free up to the full value of the voucher, excluding credit card fees and charges.

9. General Conditions

9.1 Governing Law

These terms and conditions are governed by the laws of the jurisdiction in which The Travel Shop operates. Any disputes arising from these terms shall be resolved in the courts of that jurisdiction.

9.2 Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

9.3 Entire Agreement

These terms and conditions constitute the entire agreement between The Travel Shop and the Client/s. Other than Supplier Terms which are agreed to upon booking, no other terms or conditions shall apply unless agreed upon in writing by both parties.

By booking a tour with The Travel Shop, you acknowledge that you have read, understood, and agree to be bound by these terms and conditions. Don’t hesitate to contact us if you have any questions regarding our Booking Terms and Conditions.