Terms
The following terms (due to us rendering service, products and tours) be seen as general referrals to:
“purchase” will or can refer to booking, confirmation or package
“goods” or “product” will or can refer to tour package, tour or service
“we” or “our” will refer to Roadie, Roadie Tors, Roadie PTY Ltd as set out in the terms and conditions
“you” or your” will refer to the customer as set out in the terms and conditions
“return” will or can refer to cancellation
Cancellation (tours)
Timing is calculated in accordance with the time zone of the tour.
Bespoke Tour
Cancellation policy can vary for custom bespoke or private tours, activities, or accommodation bookings. Third-party cancellation policies will apply.
Should this not be the case, all Standard cancellation policy terms apply.
Walking Tours
All walking tours are fully refundable, up to the day of tour delivery. You will receive a full refund of the tour price:
(a) If you cancel a booking before the start of the tour for any reason;
(b) If the Guide cancels the tour;
(c) If You cannot take the tour because of an unforeseeable event that is out of your control (“Unforeseeable Events”);
(d) Please note you will not receive any refund if you do not cancel the tour and do not show (“Standard Term”);
(e) No “Non-Recoverable” expenses or “Reimbursements to Guide” applies.
Standard Terms
(a) Upon cancellation, you will be liable to pay a fee to cover the estimate of costs and expenses incurred by us during the booking process. This is expressed as a percentage of the package as set out in the final tour fare/ booking price paid and is calculated as follows:
A deposit is required to reserve a booking. Full payment is required at least 14 days before the tour/event start date.
0% cancellation fee will apply for cancellation notice received more than 14 days before a standard tour departure date;
0% cancellation fee will apply for cancellation notice received between 13 to 7 days before a standard tour departure date;
20% cancellation fee will apply for cancellation notice received less than 6 days before a standard tour departure date or travel arrangement booking date.
Unforeseeable Events
You may receive a refund of the tour price if You are prevented from taking the tour because of an unforeseeable event that is out of your control and shows up after the booking (“Unforeseeable Events”). The determination of what constitutes Unforeseeable Events is at the discretion of Roadie Tours PTY Ltd.
The following is a list of examples of what we might consider as Unforeseeable Events:
(a) Impersonal events that make it dangerous or impossible to safely undertake a tour, such as: travel restrictions imposed by governments, epidemic disease unusual to an area, war, civil insurrection, strike, extreme weather, earthquake and natural disaster;
(b) A ship that is unable to dock and prevents You from taking a tour identified and marked as a shore excursion tour type on the site;
(c) A flight cancellation by airline if there are no other means to travel to the destination; and
(d) A “Do Not Travel” advisory issued by the Health Department of your country after a booking is made.
(d) the death or serious illness and/or injury of a tour participant.
The following do not constitute Unforeseeable Events:
(b) Poor weather;
(c) Change of plans;
(d) Oversleeping.
We may require You to provide verification and/or documentation to confirm that You were unable to take your tour if You request a refund under this provision. You may check with Customer Support that the event is an Unforeseeable Event and that You can provide the required documentation before You cancel any booking
Non-Recoverable Expenses and Reimbursements to Guides
The Guide may request from Roadie Tours PTY Ltd a reimbursement for any non-recoverable expenses in preparation for any tour canceled. Such expenses shall be identified and informed in the tour description. Amounts not informed in the tour description and/or budgeted for the tour but not spent, such as fuel, entrance fees not purchased in advance, meals or any other avoidable expenses will not be reimbursed. The Guide will leave the date of the canceled tour available on the online calendar. Any remittance for non-recoverable expenses will not be remitted until after the original tour date.
How to Cancel a Booking
All cancellations must be initiated by contacting Roadie Tours PTY Ltd Support via:
Selecting the ‘Cancellation’ button on your Contact Page
or Emailing [email protected]
Return (products)
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can not offer you a refund or exchange. If the wrong product has been supplied, or if the product is faulty or damaged, the Provider will exchange it on condition that the you inform the Roadie of problems within 48 hours of receipt of delivery and returns the products within five (5) days of receipt of the product.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial or no refunds are granted: (if applicable) * Book with obvious signs of use * CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened. * Any item not in its original condition, is damaged or missing parts for reasons not due to our error. * Any item that is returned more than 30 days after delivery
Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Other Refund Terms
Discounted sales are final and non-refundable.
Sale items (if applicable) Only regular-priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we will send you instructions.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping To return your product, you should mail [email protected]
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item of value you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Refund Payment
Refunds will be sent back to the original payment method used in making the booking. Depending on the bank’s processing time, it can take 10 business days for the refunds to reflect in your bank account or card balance.Credit card payments will only be refunded after confirmation from bank that monies was fully cleared to our account and letter from bank.
Refund payments can only be paid back in the original method the money was paid unless via smartphone payment.
Late or missing refunds (if applicable) If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at [email protected].
Amendments.
Roadie Tours PTY Ltd may modify and amend this Cancellation Policy from time to time at its sole discretion. ToursByLocals will provide notice to You by posting such changes on the site.
Please contact us if You have any questions about our Cancellation Policy.