When you agree to these terms and conditions you become legally bound by them. Please do not proceed until you have read, understood and accepted the terms and conditions.
All prices include Goods and Services Tax (GST). Prices may change without notice.
Booking confirmations are sent out via email, it is your responsibility to ensure you enter and/or advise your email address correctly. Failure to do so may result in the email confirmation of your adventure going to an incorrect email address. As we will be expecting you, you may end up forfeiting your experience. It is essential that you make sure you have your confirmation email at least 2 weeks prior to your booked date and that you read it as soon as you receive it. This ensures that you have all the relavent information you require for your adventure.
It is imperative that you arrive at the activity location 15 minutes prior to the activity commencing. Failure to do so may result in you not being able to participate in the activity. In this situation you will not be able to reschedule your activity and no refunds will be issued.
All baggage and personal belongings are of the sole responsibility of its owners at all times. Melbourne Adventure Hub is not responsible for lost, stolen or damaged belongings.
Melbourne Adventure Hub Gift Certificates / Vouchers are fully transferable to another person or adventure and non refundable. Melbourne Adventure Hub accepts no responsibility for lost, stolen or fraudulent vouchers. It is the holder’s responsibility to ensure the safe keeping of the voucher(s) or gift certificate(s).
We offer a standard post service. We accept no responsibility for the Australia Post standard service.
If for any reason your voucher doesn’t arrive via Australia Post, please contact us immediately and we can arrange to have the voucher emailed to you free of charge.
Gift Vouchers are valid for 6 months from the time of purchase. Gift Vouchers can be reactivated after 6 months for a $50 fee. Gift Vouchers cannot be extended for longer than 2 months after the expiry date. If you cannot take the trip 2 months of expiry we cannot reactivate your voucher and you forfeit your payment.
All activities require a minimum of participants to operate. If the minimum numbers of participants is not reached for your particular activity your tour will not go ahead. If you tour is cancelled we will offer alternative dates. Please see below for our refund policy.
By booking this adventure you are committed to doing this adventure. To guarantee the quality of your experience and for safety reasons sometimes bookings may have to be rescheduled. The decision to postpone the day will be made by Melbourne Adventure Hub Staff. Clients not turning up just because the day doesn’t look good will be considered as a no show. If a day is postponed due to weather alternative dates will be offered.
Our guides will keep a close eye on the weather forecast on days leading up to the event. If we need to reschedule the event you will receive notification either via sms, email or phone. Melbourne Adventure Hub will not reimburse any travelling, accommodation or other expenses incurred by you or any other person in the event of a cancellation.
We endeavour to provide you with ample notice for cancellation your adventure, however due to Victoria’s ever changing weather conditions you may be notified on the day of your adventure. Please keep the whole day free for your adventure (even if you have booked a half day adventure) as there may be delays.
If river levels are deemed unsafe for operation we may move the activity to another river.
Refunds / Cancellations
Cancellation – If you are unable to attend on the day please let us know as soon as possible in writing. You must send us an email and speak to one of our booking consultants to confirm the cancellation. Fees may apply depending on notice given:
Within 14 days notice a $50 per person amendment fee applies ($25 per person for half day bookings).
Within 7 days notice – cancellations or reschedules are not possible. You may choose to invite someone to take your place if you are not able to make it, otherwise you will considered a no show.
No-shows and late participants on the day will also forfeit their payment and no re-bookings/refunds will be given.
If you booked an adventure through an agent please note they also have their own cancellation policies so you may also be liable for fees from the agent you booked through. For more information on agents’ policy please phone their office and get a copy. If you do not attend on the booked date, time and place you will not be entitled to any refund by the agent or Melbourne Adventure Hub.
Refunds will be only offered for the following reason:
Leaving the Country / State – If you are leaving the Country or State and will not return we can provide you with a refund, you will need to provide proof of this i.e. an airline itinerary.
We do not offer refunds to clients who simply change their mind.
We’ll endeavour to take lots of photos on the day however, we may not be able to get pictures of everyone. If you want to guarantee pictures of your adventure please bring your own waterproof camera.