Up Close & Local Tours
Terms & Conditions

Please read the following terms and conditions carefully. You should fully understand and agree with these before proceeding with any booking with Up Close and Local Tours.

The terms and conditions of service stated below apply to all bookings, regardless of whether they are made through our website, over the phone, via email, in person or through a third party booking site. If you do choose to proceed with a booking it will be assumed that you have agreed with these terms and conditions.


1. Prices

All prices are quoted in Australian Dollars and are inclusive of GST. All prices quoted are per passenger (unless otherwise noted) and are correct up to 30 April 2022.


2. Contract

All bookings are made with Up Close and Local Tours Pty Ltd (ABN) 15 630 759 447 (ACN) 630 759 447, referred to throughout these terms and conditions as ‘Up Close and Local Tours’.


3. COVID-19

All customers MUST adhere to all Government (Federal and State) imposed COVID-19 mandates, regulations and restrictions that are in place.

This includes, but is not limited to;

a) Social distancing requirements

b) Mask-wearing mandates

c) Check-in via the ServicesWA App / SafeWA App / manual register on board the vehicle AND at all venues

d) Proof of vaccination requirements (see the WA Government’s proof of COVID-19 vaccinations page for more information)

e) Isolation and testing requirements for positive cases and close contacts

f) Quarantine and mandatory testing requirements for entry into Western Australia

In addition to Government-mandated policies, it is important to note that;

g) All private businesses reserve the right to impose their own COVID-19 Company Policy, which may include proof of vaccination requirements or mask wearing that is over and above what the Government mandate requires.

h) Providing adequate proof of vaccination is the customer’s responsibility and you will be unable to participate if you are not able to provide this proof on the day of your tour.

i) The customer will save keep harmless and indemnify Up Close and Local Tours from any claim by the customer arising out of the COVID-19 regulations referred to in clauses 3 (a) to 3 (h) above.

For COVID-19 cancellation and change policy, please see clause 4.1 below.


4. Cancellation and Change Policy

4.1 Covid-19 related changes or cancellations

The customer shall comply with all Government (Federal and State) COVID-19 vaccination or testing requirements for entry into Western Australia or to access Up Close and Local Tours service.

a) The customer shall comply with all Government (Federal and State) COVID-19 vaccination or testing requirements for entry into Western Australia or to access Up Close and Local Tours service. Where the customer does not meet a vaccination or testing requirement:

• prior to departure from the customer’s home location, the customer will forfeit any and all monies paid; or

• for entry into venues or to access the service, the customer will not be granted entry and will forfeit any and all monies paid.

b) Any customer showing symptoms of cold, flu or ill health will not be permitted to board our vehicles or otherwise participate in any tour operated by Up Close and Local Tours.

c) Up Close and Local Tours will not refund the customer for cancellations on the day of the tour.

d) Subject to clause 4.2 below, where a customer cancels due to restrictions imposed by a Government (Federal or State) that are either not removed as expected, extended, or reimposed, the customer will be offered a date change, refund or credit note at the absolute discretion of Up Close and Local Tours. The operator reserves the right to withhold some monies to cover administrative expenses and other losses, dependent on when notice of cancellation is given by the customer.

e) Where a customer cancels due to quarantine or isolation requirements, the cancellation policy as per clause 4.2 below applies.

f) Where a customer provides advance notice that they are unable to participate in a tour due to vaccination requirements not being met, a credit note will be issued until such time that they can participate, or they may transfer their tour to another person who does meet the requirements. If vaccination requirements are not met on the day of the tour no refund will be given.

g) Up Close and Local Tours reserve the right to cancel tours if they believe the health and safety of customers or our staff is at risk, or if they believe they will be unable to fulfil the tour due to Government restrictions. Any tours cancelled by Up Close and Local Tours will be offered a refund or credit note (to be used at a later time) at the absolute discretion of Up Close and Local Tours.

h) The customer will save keep harmless and indemnify Up Close and Local Tours from any claim by the customer arising out of the cancellation referred to in clauses 4.1(a) to 4.1(g) above.

4.2 Cancellation by the customer

a) Standard Public Tours

In the event that a customer cancels their tour the following refund rules apply:

• Cancellation more than 10 days before the date of the tour – your payment will be returned to you less any costs we incur*

• Between 2 and 10 days before the tour date – 50% of the booking value will be returned

• Less than 48 hours before the day of the tour – 0% of the booking value will be returned

Up Close and Local Tours will try to accommodate reasonable date change requests for public tours where possible. Please understand that date changes are subject to availability and are at the absolute discretion of Up Close and Local Tours. Bookings cannot be changed online or through a third party, these must be made directly through Up Close and Local Tours via email or phone.

*Cancellation of any tour once a booking has been made may result in an administration fee. The Administration Fees relate to recovery of costs including any Booking Fees, Bank Fees, Credit Card Fees, and any other costs relating to each booking which are outside of our control.

b) Hands-on Wine Experiences (Wine Blending & Sparkling Masterclass/Workshop)

In the event that a customer cancels their tour the following refund rules apply:

• Cancellation more than 14 days before the date of the tour – your payment will be returned to you less any costs we incur*

• Between 6 and 14 days before the tour date – 50% of the booking value will be returned

• Less than 6 days before the day of the tour – 0% of the booking value will be returned

Requests to change the date of your Wine Experience tour is at the absolute discretion of Up Close and Local Tours and subject to availability.

*Cancellation of any tour once a booking has been made may result in an administration fee. The Administration Fees relate to recovery of costs including any Booking Fees, Bank Fees, Credit Card Fees, and any other costs relating to each booking which are outside of our control.

c) Private Tours

In the event that a customer cancels their private tour the following refund rules apply:

• Cancellation more than 14 days before the date of the tour – cancellation fee equal to 20% of the booking value

• Cancellation less than 14 days before the tour date – 0% of the booking value will be returned

Once a private tour is booked, that date is held exclusively for your group and no additional bookings will be taken. For this reason, date changes for private tours will incur a change fee of 20% of the booking value. Date changes for private tours are at the absolute discretion of Up Close and Local Tours and are subject to availability.

4.3 Cancellation by Up Close and Local Tours

For operational reasons Up Close and Local Tours reserve the right to cancel, alter, shorten or change our tours as required. In the event that a tour is cancelled, the option to reschedule for another tour/time/date will be offered as will the option for a full refund of monies paid. In the event that an itinerary is changed, the venue or tasting will be replaced with an equivalent experience.

A minimum number of participants is required for public tours to proceed. Should the minimum number not be met, you will be notified as soon as possible to reschedule or refund your booking.

If for any reason it is not possible to complete a tour, we will endeavour to refund or reschedule where possible. Depending on costs incurred, and percentage of the tour that is incomplete, it is at the absolute discretion of Up Close and Local Tours as to whether a refund is offered.

4.4  Change of itinerary

Choice of venues is at the discretion of Up Close and Local Tours and are subject to availability. On rare occasions beyond our control, we may need to make a change to an itinerary when a business is closed, a special event occurs or a venue or staff member is unavailable. If and when this happens, we will substitute for an equivalent tasting/experience to the same value that you will love just as much!


5. Payment Terms & Fees

5.1 Public Tours – Payment Terms & Fees

The following payment terms apply for public tours;

a) All fares are to be paid in full upon booking of tour.

b) No seats will be held without payment.

Public tours can be booked and paid online via Credit Card or PayPal. Payment can also be made by bank transfer, contact us at hello@upcloseandlocaltours.com.au to arrange this.

5.2 Private Tours – Payment Terms & Fees

A private tour is a booking where the entire vehicle is booked for a private tour for a group of 2 or more people.

The following payment terms apply for private tours;

a) A 20% non-refundable deposit is due at the time of booking.

b) The balance of your booking (i.e. full cost less the initial deposit) is due 14 days before the date of your tour. An email will be sent to you before the balance is due requesting payment. If you have not paid the full balance 14 days before the trip we will notify you of the cancellation of your tour and you will forfeit any deposit paid.

For bookings less than 14 days in advance of the tour date, full payment is required at the time of booking.

Private tours can include a customised itinerary, or utilise one of our public tour itineraries. If one of our standard itineraries is selected, additional costs may be incurred if the booking is for less than 12 people and/or the pick up location is more than 15km from the Perth CBD.


6. Alcohol Consumption

Under the Liquor Control Act 1988, it is an offence: to sell or supply liquor to a person under the age of 18 years on licensed or regulated premises; or for a person under the age of 18 years to purchase, or attempt to purchase, liquor on licensed or regulated premises. All passengers must be able to provide photo identification for proof of age if requested.

a) On all tours, the operators of the businesses we visit are obligated to adhere to responsible service of alcohol laws, and reserve the right to refuse service to patrons who show signs of intoxication.

b) Refusal to participate also applies to any tours of operational wineries, distilleries, farms etc where intoxication may become an occupational health and safety hazard.

c) No alcohol is to be consumed on any Up Close and Local Tours vehicle.

d) Smoking is also not permitted in vehicles, and may not be allowed on privately owned property at the discretion of venue management.


7. Gift Vouchers

a) Vouchers cannot be refunded or exchanged for cash.

b) In the event of a tour no show or cancellation (outside of our terms and conditions) we reserve the right to void the voucher.

c) The value of a voucher may be transferred to an alternative tour or the amount paid can be credited towards a private tour. Any cost difference will need to be paid at the time of booking.

d) If a voucher is lost, replacement is at the discretion of Up Close and Local Tours.

e) Gift vouchers may be transferred to another person.

f) Please understand that over time tours may change, and Up Close and Local Tours reserve the right to alter tours or remove tours. If for any reason a tour is no longer available, the value of the voucher may be transferred to an alternative tour.

7.1 Gift Vouchers for a specific tour/product

Vouchers purchased on or after 1 November 2019 expire three (3) years from the date of purchase with the following conditions;

a) If the tour is not booked and taken within 12 months, the amount paid for the voucher will be preserved for a further 24 months.

b) After 12 months, if the price of the tour has increased, an additional amount will need to be paid at the time of booking or an alternative tour may be selected with a value up to the original amount paid.

c) Bookings can be made online for the initial 12 month period, for bookings in the following 24 months please contact Up Close and Local Tours directly to make your booking.

7.2 Gift Vouchers for a monetary value

a) Gift vouchers purchased for a monetary value can be used towards any scheduled public tour or a customised private tour.

b) Monetary vouchers purchased on or after 1 November 2019 expire three (3) years from the date of purchase.

c) Any unused portion will remain as rolling credit under the same gift voucher code until the applicable voucher expiry date.


8. Privacy & Security

The privacy of our customers and their personal information is extremely important, any information that we collect about our customers is kept strictly confidential and stored securely.

The agents of Up Close and Local Tours whose systems process our customer’s personal data are bound by terms in their contract to ensure the personal information is protected at all times. Up Close and Local Tours does not, and will not, sell customer’s personal information.

All transactions through upcloseandlocaltours.com.au are secured by using the latest 128-bit SSL encryption. SSL technology encodes information as it is being sent over the Internet, helping to ensure that the information transmitted remains confidential.


9. Departure points

The departure points for the tour will be advised at the time of booking, however Up Close and Local Tours reserve the right to change a requested departure point if necessary. If the departure point is changed, the customer will be notified by email, phone and/or SMS at with as much notice as possible before the departure time.


10. No Show

After your booking is received, we will notify you of the expected pick-up time. In order to get the best experience from our tours we have a strict timetable to adhere to, therefore for the comfort of other guests on the tour, we can only wait for a maximum of 10 minutes after the assigned time of your pick-up.

If you are not at the pick-up location at the designated time, we will do our best to contact you, however if we are unable to do so then you will need to make contact with us and make your own arrangements to join the tour.

If you choose not to make your own way to join the tour, then this will be considered a tour cancellation and there will be no refund or reschedule offered.

If you know in advance that you are going to be late to the pick-up point, please contact us by phone with as much notice as possible and we can attempt to re-arrange our pick-up schedule to accommodate you. This is not guaranteed but we will always do our best to get you on the tour.

If you are staying at a hotel, normally they will be able to make local phone calls for you if you are having trouble doing so yourself.


11. Damage

Up Close and Local Tours is not a ‘party bus’ and we trust that guests on our tours will consume alcohol responsibly throughout the day and treat our vehicle, property and the property of the venues we visit respectfully.

Any damage to the vehicle, regardless of whether it is intentional or not, will be at the cost of the person responsible or the lead traveller of the group. This includes, but is not limited to, any upholstery cleaning fees incurred due to reckless or irresponsible behaviour.


12. Photos

You agree that Up Close and Local Tours are able to use images of you captured whilst on tour for use on our website, social media or in marketing material. If you do not want your image to be used please need to notify us in writing before the tour commences.

Photos displayed on our website and social media are for illustrative purposes and may not depict your exact tour as each tour is unique and can change from day to day.


13. Customer acknowledgements

The customer acknowledges that:

a) our Vehicles are equipped with seatbelts;

b) by law seat belts must be worn at all times;

c) Up Close and Local Tours may eject a customer who refuses to wear a seatbelt;

d) the customer may consume food and beverages which cause an allergic reaction;

e) it is the customer’s responsibility to ensure that food and beverages consumed by the customer are suitable for consumption.

f) it is the customer’s responsibility to ensure that all COVID-19 testing and vaccination mandates have been met

g) as per clause 4.1, any customer showing symptoms of cold, flu or ill health will not be permitted to board our vehicles or otherwise participate in any tour


14. Liability

14.1 Reasonable care must be taken by all participants throughout the duration of all tours and activities conducted by Up Close and Local Tours.

14.2 To the fullest extent permitted by law:

a) Up Close and Local Tours accepts no responsibility or liability for damage, loss or injury in tort, contract or equity.

b) Up Close and Local Tours are not responsible for the acts or omissions of third parties.

c) You release Up Close and Local Tours and its officers, employees, agents and representatives from any liability and expressly waive any claims you may have against Up Close and Local Tours arising out of or in connection with your participation in a tour.

14.3 Any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty) is excluded.