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 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.
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 31 December 2020.
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. Cancellation and change policy
COVID-19 UPDATE to cancellation policy
Due to the current pandemic we have temporarily changed our cancellation policy to provide refunds for all tours where guests have had to change travel plans or are no longer able to participate.
Please note: Booking Fees, Bank Fees, Credit Card Fees and any other costs relating to the booking which are outside of our control and non-refundable to us will be deducted from the refunded amount.
To avoid being charged for any applicable fees, guests are welcome to reschedule to a later date with no fees charged.
Any guests showing symptoms or cold, flu or ill health WILL NOT be permitted to board our vehicles or participate in any way. Anyone that is rejected on the day of the tour for these reasons will not be refunded any costs.
Up Close and Local Tours reserve the right to cancel tours at their discretion if we believe the health and safety of customers is at risk or if we are unable to fulfil the tour due to restrictions or venue closures. Any tours cancelled by Up Close and Local Tours will be fully refunded including any associated Booking Fees, Bank Fees and Credit Card Fees.
3.1 Cancellation by the customer – 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 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 tour 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. Date changes are subject to availability.
3.2 Cancellation by the customer – Wine Experiences (Wine Blending & Sparkling Masterclass)
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 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
*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.
Requests to change the date of your Wine Experience tour is at the discretion of Up Close and Local Tours and subject to availability.
3.3 Cancellation by the customer – 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
3.4 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.
A minimum number of participants are 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 discretion of Up Close and Local Tours as to whether a refund is offered.
3.5 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. Public Tours – Payment Terms & Fees
All fares are to be paid in full upon booking of tour. No seats will be held without payment.
Tours can be paid for by Credit Card or PayPal. Payment can also be arranged by bank transfer, contact us at email@example.com
There are currently no additional fees when paying by credit card unless specifically noted.
5. Custom / Private Tours – Payment Terms & Fees
A custom or private tour is a booking where the entire vehicle is booked for a private tour for a group of 2 or more 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 and/or the pick up location is more than 15km from the Perth CBD.
For private tours, a 20% 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
Vouchers cannot be refunded or exchanged for cash. In the event of a tour no show or cancellation (outside of our terms and conditions) we reserve the right to void the voucher.
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.
If a voucher is lost, replacement is at the discretion of Up Close and Local Tours.
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.
8.1 Gift Vouchers for a specific tour/product
All vouchers purchased prior to 1 November 2019 expire 12 months from the date of purchase.
Vouchers purchased on or after 1 November 2019 expire three (3) years from the date of purchase with the following conditions;
- 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.
- 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.
- 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.
8.2 Gift Vouchers for a monetary value
Gift vouchers purchased for a monetary value can be used towards any scheduled public tour or a customised private tour.
Monetary vouchers purchased on or after 1 November 2019 expire three (3) years from the date of purchase. Vouchers purchased prior to 1 November 2019 expire 12 months from the date of purchase.
Any unused portion will remain as credit under the same gift voucher code until the applicable voucher expiry date.
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 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.
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.
Reasonable care must be taken by all participants throughout the duration of all tours and activities conducted by Up Close and 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.