To continue providing excellence and quality in our services and a great experience to our clients, we would like to share our terms and conditions so you know what you can expect.
 

CODE OF CONDUCT

Mate Tours has a team of professional staff that places high priority of customer service, where our customer’s safety is of paramount importance.

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Mate Tours reserves the right, without payment of compensation, to require any tour participant to withdraw from or leave the tour, if in the opinion of Mate Tour representatives, the participant’s behaviour, or physical or mental condition, may endanger the health, safety, interests or welfare of themselves or any other passenger, in this circumstances the passenger must leave the tour immediately and find the way back home at own expenses.

 

All passengers of the trip are expected to behave responsibly and accept the discipline and authority of the guide(s). We expect our passengers to behave with courtesy and respect towards each other and especially towards members of the staff. Mate Tours operates on a basis of mixed nationalities and age groups at the same tour.

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SALES AGREEMENT

Tours and services must be fully paid at the time of booking, for tours or services of 4 days or more a non-refundable deposit may be charged (at Mate Tours discretion) in order to secure the booking until full payment is received.

 

Deposits are non-refundable.

 

Mate Tours accepts cash, credit card or bank transfer for payments.

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RESPONSIBILITY

While all care will be taken, Mate Tours will not be held liable for and does not accept responsibility for any sickness, personal injury or any damage to/or loss of property arising out of its activities. No responsibility of any items left in the vehicle, at the accommodation, activities providers etc.

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ITINERARY VARIATIONS

Mate Tours will endeavour to adhere to published/stated departure, arrival and general travel times but reserves the right to alter its schedules and services where necessary such as events of breakdowns, delays, pick-ups, arrival and departure times, activities booking (weather condition).

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Mate Tours is not responsible and disclaims liability for any injury, damage, loss, delay or change in itinerary of schedules, additional expenses, inconvenience or irregularity incurred during the tour relating to supply omission of transportation, accommodation, entertainment, facilities, meals or other services, or illness of participants. 

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CANCELLATION POLICY

To cancel or amend a tour booking, please send us an email at bookings@matetours.com.au, between office hours and lodge a refund claim.

 

Deposits and NOT refundable.

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Multi-day tours:

Period                               % Cancellation Fee

30 days prior                     100% refund (less the amount of deposit where applicable)

 

14 days prior                      50% refund (less the amount of deposit where applicable)

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10 days prior                        No refund will be given

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Day tours:

Period                               % Cancellation Fee

More than 72h                      100% refund
 

Cancellation request lodged with less than 48 hours from departure time will not be entitled to any refund.

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Refunds For Activities and Accommodation

Mate Tours will be under no obligation to make refunds where:

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- Clients miss any part of the tour (including sightseeing), do not use accommodation without notifying Mate Tours, or leave the tour after it has started.

 

- Cancellation request lodged 48 hours prior to activity/accommodation and weekend tour time will be entitled up to  50% refund of the amount of ticket for the Student Weekly Tours and for the 05 Day Tour or more, the deadline will be 30 days prior to the departure time. Cancellation request lodged with less than 48 hours (or 15 days for the tours with more than 05 Day Tour) from departure time will not be entitled to any refund.

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