Booking, Cancellation & Refund Terms

Bookings on this website are made with Ian Muir trading as The Guest Man Cairns, ABN 57 166 836 288, a licensed Queensland real estate agent (Licence 4936672), of Cairns, Queensland.

You can reach us at info@theguestman.com.au or 0447 979 674.

When you book a reef, island or rainforest tour through this website, The Guest Man acts as a booking agent. The tour itself is supplied by the tour operator, and your contract for the tour is with that operator.

This means the operator's own booking conditions, safety requirements, age limits, minimum numbers and cancellation policy apply to your tour. We will tell you which operator runs your tour, and you can ask us for their conditions before you pay.

We are responsible for taking your booking accurately, passing it to the operator, and handling your payment properly. We are not the supplier of the tour and do not operate the vessels, vehicles or activities.

Airport transfers and private day trip transfers are operated by The Guest Man directly. For these services your contract is with us, and the terms in this document apply in full.

Our vehicles carry public and products liability insurance of $20 million.

Transfers

Cancel more than 48 hours before your scheduled pickup and you receive a full refund.

Inside 48 hours, we will refund in full if we are able to reallocate the vehicle. If we cannot, no refund is payable, because the vehicle and driver have been held for you.

Tours

Because we book tours as an agent, the operator's cancellation policy applies. Most Cairns operators require at least 24 to 48 hours' notice, and some premium and small-group products require more. We will confirm the applicable policy for your tour at the time of booking — please ask if it is not clear before you pay.

Where the operator refunds us, we pass that refund on to you in full. We do not retain a cancellation fee.

How to cancel

Email info@theguestman.com.au or call 0447 979 674. Your cancellation takes effect when we receive it, so please call rather than email if you are close to the notice deadline.

If the operator cancels a tour because of weather or sea conditions, you choose: a full refund, or a reschedule to another available date at no extra cost.

Operators make that decision on safety grounds and it is not ours to make or overturn. If the tour runs and you decide not to go because you do not like the forecast, that is a guest-initiated cancellation and the notice periods in section 4 apply.

Transfers run in almost all weather. If a road closure or a genuine safety issue prevents us operating, you receive a full refund or a reschedule.

Transfers. We track your inbound flight number, so a delayed flight is not a no-show and costs you nothing extra. For departure transfers and day trips, please be ready at the agreed time — if we cannot reach you after 15 minutes at the pickup point and you do not answer your phone, the booking is treated as a no-show and no refund is payable.

Tours. Check-in times are set by the operator and vessels depart on schedule. Missing check-in is treated by operators as a no-show and is generally not refundable.

Ask us as early as you can. Date and time changes are usually possible at no charge outside the notice periods above, subject to availability. Inside those periods, changes to tours depend on the operator.

Adding passengers may change the price if it takes you over a vehicle or fare threshold. Our transfer prices are per vehicle for up to 8 passengers, not per person.

All prices on this website are in Australian dollars.

Transfer prices are per vehicle, for up to 8 passengers. Tour prices are per person unless a family fare is shown.

Payments are processed by Stripe. We do not store your card details. Your booking is confirmed when payment is received and we send you a confirmation — not at the moment of payment.

Prices can change until a booking is confirmed. Once confirmed, the price you paid is the price.

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, which cannot be excluded.

Our services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Where the law permits, our liability for a failure to comply with a guarantee that is not a major failure is limited to resupplying the service or paying the cost of having it resupplied.

Please tell us at the time of booking about mobility requirements, medical conditions relevant to the activity, car seat or booster requirements for children, and total luggage. Some tours have minimum ages, swimming ability requirements or medical questionnaires set by the operator.

You are responsible for having appropriate travel insurance. We strongly recommend it, particularly in the wet season.

How we handle your personal information is set out in our Privacy Notice.

Contact us first — info@theguestman.com.au or 0447 979 674. We would rather fix it than have you take it elsewhere.

If we cannot resolve it, you can contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission.

These terms are governed by the laws of Queensland, Australia.