1. PAYMENT TERMS, REFUNDS & CANCELLATIONS
1.1. For bookings of 15 guests or less
1.1.1. Payment term
Bookings for 15 guests or less can book online or over the phone, full payment is required at time of booking.
Unless Cancellation insurance is purchased at time of booking, please note that no refunds are available.
Should you have any concerns or doubts that you may need to amend your booking, Cancellation Insurance can be purchased at $10 per person at time of booking. Cancellation Insurance entitles you to a 100% refund of your ticket price, if you need to cancel your cruise for any reason. To cancel your cruise and receive a refund, you must contact our reservation team prior to 10am on the day of your cruise, if you notify us after 10am on the day of your cruise, unfortunately no refunds or changes can be made. Please note Cancellation Insurance must be purchased by every person in your booking (except for free of charge tickets i.e. infants). For example, if 4 adults were booked, 4 cancellation insurance options must be purchased. Cancellation insurance cannot be added after your booking has been made. Cancellation insurance cost ($10 pp) and credit card surcharges are NOT refundable.
1.1.3. Changes to your booking
14 days or greater: Date changes or changes in passenger numbers to your booking can be made 14 days or more prior to your travel date (so if you are booked in on Thursday October 1st 2020, changes to your booking can be made up until close of business Thursday September 17th 2020).
Should you wish to cancel your booking, we can only offer you a date transfer or credit voucher. Customers who have purchased cancellation insurance may cancel in accordance with section 1.1.2
Less than 14 days: within 14 days of your cruise departure no changes can be made to your booking unless cancellation insurance was purchased at time of booking.
1.1.4. Missed Departures
Unfortunately refunds, transfers or credit vouchers are not permitted due to a missed departure. We strongly recommend that you check travel/traffic conditions on the day of your departure, in particular when there are special events (e.g. public holidays, Marathon, Anzac Day parade) as these can often cause traffic delays.
1.2. For group bookings of 16 guests or more
1.2.1. Payment Terms
Group bookings for 16 guests or more cannot be made online and must be made over the phone with a Groups Coordinator. To secure a group booking a 20% deposit must be made at time of booking based on your maximum guest numbers (i.e. the number of guests you are inviting). Final payment for your booking is due 14 days prior to your cruise date.
Once your deposit has been received your seats will be reserved along with your group’s food & beverage requirements. For this reason, we unfortunately cannot offer refunds for group bookings.
1.2.3. Changes to your booking
14 days or greater: Date changes or changes in guest numbers to your booking can be made 14 days or more prior to your travel date (so if you are booked in on Thursday October 1st 2020, changes to your booking can be made up until close of business Thursday September 17th 2020). Date transfers may be available if you require to move your whole booking. Alternatively, should you need to cancel your booking we can offer a credit voucher for 100% of the value you have paid to date (less credit card surcharges), which can be used for a future cruise.
Less than 14 days: within 14 days of your cruise departure once your final balance has been paid, no changes can be made to your booking.
2. DIETARY REQUIREMENTS:
When cruising with us, we can cater for 4 basic dietary requirements: Vegetarian, Vegan, Gluten Free and Dairy free. However please note that these MUST be pre-booked at time of reservation.
We will not be able to cater to dietary requirements advised on the day.
Unfortunately, we cannot cater for guests with allergies/adverse reactions caused by food. Whilst we have made every attempt to meet a variety of dietary requirements we have met with our suppliers and have been advised that they “cannot guarantee” that our stock has not been in contact with nuts, eggs, soy, or bee products etc during and throughout the manufacturing process.
For this reason above, we cannot cater to allergies and are sincerely sorry. We can however welcome all guests with food allergies on a cruise, at a discounted price, so that those guests (if they choose) can bring in their own meal that has been prepared to their exact requirements.
Please also understand that whilst sailing we cannot change ingredients for food preferences / individual tastes. (i.e. I do not like tomatoes). As we are a vessel, we are unable to stock a large amount of excess food on board to suit all requirements/preferences. Our team of chef’s spend an incredible amount of time sourcing and preparing the menu items and are also confined to an extremely short period of time to serve food in order to keep the cruise operating within the allocated time. Due to these reasons (and in order to keep the cruise at a value-for-money price) we simply cannot provide individual chefs to meet specific tastes nor change or swap ingredients to suit individual preferences.
Please remember to advise us when you are making your booking of your dietary requirements (Vegetarian, Vegan, Gluten Free or Dairy Free).
We have a wonderful variety of food on board so please feel free to peruse our menu online prior to cruising.
Please feel free to call our reservations office for further details.
3. DISABILTY & MOBILITY
There may be access limitations for guests with mobility issues. If you require assistance with boarding, please check in 15minutes prior to your advised boarding time. We will provide you with a priority boarding pass.
We have stairs on each of our vessels. Please advise if you have trouble navigating stairs. We do not have lifts on board. We will do our best to accommodate you on a lower deck, however we must be advised prior to your cruise date.
Disabled toilet facilities are only located on one of our vessels. The other vessels have stairs to the toilet facilities. It is important to let us know prior to your cruise, so we can allocate you to the required deck/boat.
We have limited access for wheelchairs. We can accommodate wheelchairs up to 63cm only. Motorised scooters cannot be taken onboard.
Please advise staff of any mobility issues when booking, prior to your cruise date i.e. walking frames, cannot navigate stairs, wheelchairs or guide dogs and we will do our upmost to accommodate you.
4. GENERAL TERMS & CONDITIONS
4.1. Changes to the cruise
We reserve the right to amend vessels, menu, entertainment or any other aspect of your cruise where necessary and without notice.
Cruises are subject to minimum numbers and tours may be cancelled or schedules may change (with or without notice) for a variety of reasons, including, but not limited to bad weather conditions, traffic delays, and technical disruptions. Unless otherwise required by law, we will not be responsible for paying costs or expenses you may incur as a result of the change of time or cancellation.
We reserve the right to make changes to our Terms and Conditions from time to time.
4.2. Boarding Time, Check in & Departure
Prior to boarding the boats, please check in at the ticketing office (located on the lower boardwalk directly in front of the boats). Each booking will receive a boarding pass which is required to board the boat. You may board the boat 30 minutes prior to departure. For the enjoyment of all guests, we cannot delay our departure for any late arrivals. We therefore recommend you allow sufficient time for travel to & /or parking at Eagle Street pier.
Thursday & Friday Lunch Cruises: Boarding will open at 12pm for a prompt 12:30pm departure.
Saturday & Sunday Lunch & High Tea Cruises: Boarding will open from 12pm for a prompt 1pm departure.
Thursday, Friday & Saturday Dinner Cruises: Boarding will open from 6pm for a prompt 7pm departure.
Sunday Dinner Cruises: Boarding will open from 5pm for a prompt 6pm departure.
Please ensure your infant/s are included in your booking total (number of guests) as we must account for the exact number of people on the vessel. Infants are free of charge. Please advise office at time of booking for a preference regarding highchair, pram space or chair for your infant. Please note, that on occasion where the cruise may full, availability of highchair/ pram spaces may be limited.
4.4. Dress Code
Smart/neat casual attire. No thongs and singlets please. Stilettos are not recommended.
Guests are welcome to bring their own cakes onboard. Please note a cakeage fee of $2.50 per person applies. Cakes are also available for purchase. Please enquire with the office at least one week prior to your cruise.
4.6. Table Requests
Requests for specific tables cannot be made. If you would like a guaranteed window seat, this is available for an additional $20 per person. This applies to tables of 2 or 4 only. Guaranteed Window Seats may not be available on Special Occasion Cruises (e.g. Valentine’s Day/, Mother’s Day, Christmas, New Year’s Eve).
4.7. Bar bills
If you do not have a drinks package, your drinks must be paid for at the end of your cruise. At the conclusion of the cruise your table will be provided with one itemised bill. Bar tabs can be set up at the beginning of your cruise. Unfortunately, we cannot split bills for groups. Guests bills must be paid prior to the end of the cruise and before any guests can disembark. We can accept payment using cash, Visa or Mastercard.
4.8. Cocktail Tokens
Cocktail tokens are non-refundable. If you do not use all of the cocktail tokens you purchased, as they no not expire these may be used on future cruise dates.
4.9. Payment Types Accepted
Payments both on-board or at the office can be made by Cash, Visa or MasterCard. Online bookings payments can be made by Visa or Mastercard. Amex cards are not accepted online, at the office or on-board.
Payment can be made via credit card over the phone or by booking online through our secure booking form. Credit card purchases incur a 1.5% credit cards surcharge.
4.10. Gift Vouchers
If paying by gift card please advise the office of the gift card number at the time of booking. If the gift card amount is greater than the total cost of the cruise, the remaining balance can be used on the cruise either towards beverages or optional extras etc. We are not able to return any unused funds to the purchaser or recipient of the gift card.
Gift vouchers purchased through Kookaburra Showboat cruises or credit vouchers are not refundable, as they do not expire and can be redeemed at anytime in the future. Gift cards are only redeemable for the price listed on the voucher. Gift cards cannot be redeemed for cash.
4.11. Special offers
Any offers/discounts must be advised at time of booking. We do not accept any discounts after payment has been made. Please refer to the terms and conditions of the offer and any vouchers/ID that need to be sent to the office must be done at least one week prior to the cruise.
4.12. Responsible Service of Alcohol and Behaviour
In the interest of passenger and crew safety; staff reserve the right to refuse the service/supply of alcohol to any unduly intoxicated, underage or disorderly guest.
If deemed necessary, Management may elect to dock the vessel and remove the guest and/or notify police.
Strictly no smoking is allowed on any of the vessels
Your image may be captured at any time and be used in publicity, promotional or advertising material in any format whatsoever, for sales of souvenir photographs or marketing. By entering the vessel, you consent to your image being recorded and used for these purposes and you acknowledge that copyright in these materials rests with the Showboat Cruises.