Please read the following terms and conditions carefully. You should fully understand and agree with these before proceeding with any booking through Up Close and Local Tours.
The terms and conditions 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. If you do choose to proceed with a booking it will be assumed that you have agreed with these terms and conditions.
Please note that a minimum number of participants are required for the tour to proceed. Should the minimum number not be met, we will notify you as soon as possible to reschedule or refund your booking.
All prices are quoted in Australian Dollars and are inclusive of GST. All prices quoted are per passenger (unless othwerwise noted) and are correct up to 31 December 2018.
All bookings are made with Up Close and Local Tours (ABN 95 423 212 966).
3. Cancellation and change policy
Cancellation by the customer – Standard Tours
In the event that a customer cancels their trip the following refund rules apply:
• Cancellation more than 10 days before the date of the tour – your deposit 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
Changes to the date of your trip can be made free of charge when made more than 10 days before the date of the tour, but changes can only be made once per booking. If further alterations are required, fees may apply. Bookings cannot be changed online or through a third party, these must be made directly through Up Close and Local Tours via email, phone or in person.
Cancellation by the customer – Wine Experiences (Wine Blending & Sparkling Masterclass)
In the event that a customer cancels their trip the follows refund rules apply:
• Cancellation more than 14 days before the date of the tour – your deposit 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 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 Costs, and any other costs relating to each booking which are outside of our control.
Cancellation by the customer – Custom / Private Tours
In the event that a customer cancels their trip the follows refund rules apply:
• Cancellation more than 14 days before the date of the tour – cancellation fee equal to 25% of the booking value
• Cancellation less than 14 days before the tour date – 0% of the booking value will be returned
Cancellation by Up Close and Local Tours – All 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.
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 discretion of Up Close and Local Tours as to whether a refund is offered.
Change of itinerary
On rare occasions beyond our control, we may need to make a change to an itinerary when a businesses is closed for holidays, a special event occurs or a winemaker is unavailable. If and when this happens, we will substitute for an equivalent tasting/experience that you will love just as much!
4. Payment Terms & Fees
All fares are to be paid in full upon booking of tour. Children are full fare passengers unless otherwise specified.
Tours can be paid for by Credit Card or PayPal. Payment can also be arranged by bank transfer, contact us at firstname.lastname@example.org
There are currently no additional fees when paying by credit card unless specifically noted.
5. Custom / Private Tours – Payment Terms
A custom or private tour is a booking where the entire vehicle is booked for a private tour for a group of 2 to 12 people. These tours can include a specially customised itinerary, or utilise one of our current itineraries. If one of our standard itineraries is selected, additional costs may be incurred if the booking is for less than 12 people.
For these tours, a 25% non-refundable deposit is due at the time of booking.
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.
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.
On all of our tours the owners/operators of the business are obligated to adhere to responsible service of alcohol laws and reserve the right to refuse service to patrons who show signs of intoxication. Refusal to participate also applies to any tours of operational wineries, distilleries, farms etc where intoxication may become an occupational health and safety hazard.
All passengers must be able to provide identification to prove they are 18 and over to consume alcohol whilst on an Up Close and Local tour.
No alcohol is to be consumed on any Up Close and Local Tours vehicle. Smoking is not permitted in vehicles or within privately owned venues/property.
You agree that Up Close and Local Tours are able to use images of you captured whilst on our tours for use on our website, social media or in marketing material. If you do not want your image to be used you will 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.
8. Gift Vouchers
Extensions to Voucher Expiry dates are not available. Vouchers cannot be refunded or exchanged for cash. In the event of a voucher booking no show or cancellation (outside of our terms and conditions) we reserve the right to void the voucher.
If a voucher is lost, replacement is at the discretion of Up Close and Local Tours.
9. 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.
10. Departure points
The departure point of the day trip will be advised at the time of booking, however Up Close and Local Tours reserve the right to change the departure point up to 24 hours prior to departure. If the departure point is changed, the customer will be notified by email at least 24 hours before the departure time.
11. 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 on 0423 126 254 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.
Reasonable care must be taken by all participants throughout the duration of all Up Close & Local tours.
To the fullest extent permitted by law:
- Up Close and Local Tours accepts no responsibility or liability for damage, loss, injury or delays whilst on our tours.
- Up Close and Local Tours are not responsible for the loss or damage of any personal belongings or valuables that are brought onto our tours or vehicles.
- Up Close and Local Tours are not responsible for the acts and omissions of third parties that customers may encounter whilst on our tours.
- 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 us arising out of or in connection with your participation in a tour.
Any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty) is excluded.