Terms and Conditions

You agree that by booking a tour with us, these Terms and Conditions will apply to your booking with us as well as all other interactions and communications between us. You acknowledge that these terms and conditions may be updated from time to time.

  • Booking
    • You may make a booking with Canberra Secrets Personalised Tours either via:
      • our website at canberrasecrets.com.au (‘Website’)
      • by email at hello@canberrasecrets.com.au; or
      • by telephone at +61 419 209 703.
    • You agree to provide us with all the information we request to allow us to assess and process your booking.
    • We reserve the right to accept or decline your booking.
    • The minimum age for participation in a tour is 8 years old. If you wish to attend a tour with a child below the age of 8, please contact us in writing. You acknowledge that the child may be able to attend if prior arrangements can be made, but we cannot guarantee that such arrangements will be available.
    • If you or any person for whom you make a booking is under the age of 18, you must ensure that:
      • you have obtained parental/guardian consent, and
      • the minor is accompanied by a person over the age of 18 throughout the duration of the tour,
        unless otherwise agreed in writing by us.
  • Minimum numbers
    • The minimum number on most tours is 2 persons unless otherwise arranged/stated by Canberra Secrets.
    • Canberra Secrets will advise those who book tours that don’t reach the minimum number required, that they will be offered a new time/date or a refund.
  • Booking procedure/ Paying for your tour
    • To reserve a place on a tour individuals or small groups, you must pay the full tour cost as displayed on the website or by agreement, at the time of booking, or at least 24 hours before a tour, unless otherwise agreed in writing by Canberra Secrets.
    • For larger groups such as corporate, or conference groups:
      • a deposit is required with the balance payable from 14 days of receipt of the invoice for the balance.
      • Your booking will not be confirmed until full payment is received or where negotiated, the deposit is received.
      • We will confirm your booking with you in writing via email.
      • We have a binding contract with you from the time that we receive your full payment or deposit.
    • Private tours, personalised tours/large groups/corporate groups will be quoted accordingly and by prior agreement. Payment to be made in full up to 14 days after invoice is supplied, or prior to tour is conducted if timeframe is short.
    • We reserve the right to refuse any booking for any reason whatsoever up to the start of a tour where we do not believe that a person is suitable to attend a tour.
  • Tour price
    • At the time of booking we will advise you of the tour price.
    • All prices are quoted and all payments must be made in Australian Dollars.
    • Where there is a conflict in pricing and inclusions of standard tours, the information displayed on the Website is the information that takes precedence. Tour participants will be required to pay all other costs unless otherwise stated on the website or via Canberra Secrets correspondence.
    • We reserve the right to alter the tour price prior to the date of the tour for any reason, such as a change to the Goods and Services Tax (GST), a significant change in our costs of supply, a change in the nature of the tour, or a change in applicable laws and regulations.
    • If we increase the tour price you will pay the difference between the new tour price and what you have already paid. If we decrease the tour price then you will only have to pay the reduced amount.
  • Conducting your Tour
    • By booking a tour with us, you agree to:
      • comply with our Code of Conduct,
      • follow all reasonable directions providing by us prior to and during the tour, and
      • sign any permissions or waivers reasonably required by us, which will be provide to you at the time of confirming your booking.
  • Irrespective of confirmation of booking, you will not be allowed to commence the tour if you:
    • have not paid the tour price in full; or
    • have not signed the waiver; or
    • are experiencing any symptoms of COVID-19, including fever, chills, a cough, sore throat, shortness of breath, runny nose or loss of sense of smell or taste.
  • You acknowledge may not be allowed to continue on the tour if you do not comply with our Code of Conduct.
  • Changes to bookings and cancellations by the customer
    • If you need to make changes to your booking after we have accepted it, you must request the change in writing with as much notice as possible.
    • While we will do our best to accommodate your request, you acknowledge that we may not be able to comply with your request.
    • We reserve the right to refuse your request or to charge you an administrative fee at a rate necessary to cover the costs associated with your request. We will inform you of the amount of the administrative fee in such a case.
    • To ensure any fees are kept to a minimum, please provide at least 24 hours’ notice of a change.
    • For private tours, personalised tours/large groups/corporate groups, etc small changes will be attempted to be accommodated accordingly, but significant changes require a minimum of 5 days’ notice.
    • If for any reason you cancel your booking your cancellation must be via email (in writing). Depending when we receive your cancellation notice, the following scale of payment applies:
      • For individuals/small groups, there is no refund for tours cancelled within the last 24 hours.
      • For private tours, personalised tours/large groups/corporate groups there is no refund on cancellations 7 days prior to tour date.
    • We strongly recommend taking out travel cancellation insurance.
    • In the event of a no-show, all monies will be forfeited and any vouchers will become invalid.
  • Changes to bookings and cancellations by Canberra Secrets
    • We will endeavour to ensure every tour goes ahead, however we reserve the right to postpone or cancel a tour at any time prior to the commencement of the tour.
    • Sometimes details/content on tours need to be varied for reasons beyond our control. We will do our best to provide a tour of similar or equal quality and content.
  • If we cancel your booking and/or the tour prior to commencement for one of the following reasons, we may retain any payments made by you.
    • as a result of you breaching these Terms and Conditions or
    • attempting to commence a tour while experiencing any symptoms of COVID-19 or
    • the occurrence of an event beyond our control
  • If we are required to cancel your booking and/or the tour prior to commencement for a reason other than a reason in clause 4(c) above, we will provide a refund.
  • We will not cancel your tour unless it is absolutely necessary but reserve the right to cancel an advertised tour and/or your booking if:
    • we do not receive the minimum number of bookings for a tour; or
    • due to staff illness; or
    • force majeure or event/s beyond our control. (For example: the declaration of a state of emergency; the declaration of a health emergency such as an epidemic or pandemic, including any quarantine, isolation or other measure or restriction; road closures, floods, fire, severe storms, etc.) occurring prior to or during a tour.

In which case we may to the extent permitted by law:

  • vary the tour; or
  • postpone the tour and transfer your booking to a revised tour date; or
  • within 30 days refund you any payments made to us.
  • In the case of walking tours, for those individuals or small groups who attend a booked tour at the allotted time at the start location and there are excessive hot or wet conditions, we will provide a full refund of the tour cost.
  • In the case of a storm or force majeure or event/s beyond our control as stated above, we will stop the tour at that point and refund the percentage of the costs based on the time into the tour after deducting applicable tour costs.
  • Indemnity and waiver
    • Website and advertised tours
      • This website or other marketing material produced by us may contain information about activities which by reason of their physical exertion or the degree of physical fitness required may be unsuitable or dangerous for certain persons, or it may describe activities which are inherently dangerous.
      • Canberra Secrets makes no representations of fact, nature, quality and suitability about any or all of the activities promoted by Canberra Secrets and you agree that you will be responsible for first satisfying yourself by independent enquiry or advice as to the suitability of the particular activity Canberra Secrets exercises due care and skill in preparing and compiling the information provided on this website and on all tours, as well as providing safe travel.
      • Notwithstanding, Canberra Secrets disclaims all liability, including liability for negligence and for any inaccurate information, loss, damage, injury, expense or cost incurred by any person on tour as a result of travelling on tour, and accessing, using or relying on any of the information provided on tours to the maximum extent permitted by law.
    • Liability during tours

To the extent permitted by law:

  • We will not be liable in any circumstance: for any personal injury or damage to property of any kind resulting from your negligence, you not complying with our instructions, you acting in contravention of our policies, or you committing an illegal act during the tour; any loss of or damage to your property; and any consequential loss suffered by you.
  • Our total liability to you for all claims of loss or damage arising from the tour in any way is limited to an amount equal to the money we have actually received from you.
  • We will not be liable to you for any loss, damage, omission or act of negligence committed by a third party who is providing goods or services to you while you are on the tour.
  • We will not be liable, and you will indemnify us, for any loss, damage, omission or act of negligence committed by you while you are on the tour.
  • Insurance (indemnity/travel)
    • Canberra Secrets has indemnity insurance to the value of $20 million in the unlikely event that an incident occurs on a tour. This is purely as a precaution and Canberra Secrets always carefully manages tours to minimise risk to our customers.
    • Tour participants must obey the relevant laws when travelling in the Australian Capital Territory and New South Wales and should make themselves aware of these prior to arrival in these states and not to create a hazard at any time.
    • For those travelling interstate from or overseas, we highly recommend Travel Insurance in the event of customers not being able to attend a paid tour.
    • If you become ill during the tour and are required to get tested for COVID-19, we will endeavour to organize medical or other transport for you, but at your own cost.
  • Privacy
    • Depending on the nature of your dealings with us, we collect and hold personal information, such as your name, address, contact details, date and place of birth, financial details and all other information that you provide us or we collect during the course of you booking a tour with us.
    • We collect personal information from you directly when you personally provide that information to us, for example, in person, over the telephone, electronically or through written correspondence.
    • We hold information in several ways, including electronically (such as electronic databases and email contact lists) and in hard copy.
    • We may use your personal information to send you newsletters, updates, invitations and other material about our services. Where you have consented to receiving these communications, that consent will remain current until you advise us otherwise. You can opt out at any time by contacting us on the email address notified in these terms and conditions.
    • We collect, hold, use and disclose personal information that is reasonably necessary for us to carry out our business activities. We will only provide your personal information to a third party when necessary to be able to provide you with services you have booked with us, for example to other suppliers involved with the tour.
    • You may contact us at any time if you have any questions or concerns about the way in which your personal information has been handled. You may also request at any time information about the personal information we hold for you. We will respond to your request within a reasonable time.
    • We may take your photo, and unless advised otherwise, posing for photos while on tour gives Canberra Secrets PTY LTD the right to use the image on social media or other forms of promotion. Names of people in the images will not be included and individuals will not be tagged.
  • Feedback / Complaints
    • Feedback regarding the organisation or conduct of a tour is welcomed and we appreciate you telling us on the day so any issues can be suitably addressed.
    • We will do our utmost to provide you with an enjoyable experience however we acknowledge that given the many variables this may not always be possible.
  • Governing Law

You agree that:

  • this agreement is governed by and shall be interpreted in accordance with the laws of the Australian Capital Territory, Australia.
  • any claim arising under this agreement must be brought in the Courts in the Australian Capital Territory or in New South Wales as applicable.
  • Costs – suppliers only
    • Where Canberra Secrets incurs costs as shown by a valid booking, request, or email with a supplier, an invoice must be produced within 12 months to a payment to be made.
    • Where invoices are not received in that time, no payment will be made unless by prior arrangement.

Canberra Secrets PTY LTD
PO Box 585 Jamison ACT 2614
+61 419 209 703