Refund Policy

Booking, Cancellation & Refund Policy

This Booking, Cancellation & Refund Policy applies to all bookings and purchases made with Trident Tours / Trident Tour Group for guided hiking and adventure experiences operated in New South Wales, Australia.

By making a booking, you acknowledge and agree to the terms outlined below.

1. Bookings & Payment

• All bookings must be made through our website or approved booking channels

• Full payment is required at the time of booking unless otherwise stated

• Bookings are not confirmed until payment has been successfully received

All prices are listed in Australian Dollars (AUD).

2. Booking Confirmation

Upon successful payment, you will receive a booking confirmation via email. It is your responsibility to ensure that:

• Your contact details are correct

• You have read all event descriptions, requirements, and policies

Failure to read event information does not constitute grounds for a refund.

3. Customer Cancellations

If you cancel your booking, the following conditions apply:

• More than 7 days before the event:
  No refund. A credit may be issued at our discretion.

• Within 7 days of the event:
  No refund or credit will be provided.

• Within 48 hours of the event or non-attendance:
  Considered a late cancellation or no-show. No refund or credit will be issued.

Credits, where offered, are:

• Valid for 6 months from issue

• Non-transferable

• Subject to availability

4. Changes & Transfers

• Date changes or booking transfers are not guaranteed

• Requests must be made in writing and are assessed on a case-by-case basis

• Additional fees may apply

We reserve the right to decline changes where operational, safety, or logistical constraints exist.

5. Medical, Fitness & Personal Circumstances

Refunds or credits are not provided for:

• Illness or injury

• Medical conditions

• Fitness level concerns

• Personal circumstances

• Work or travel conflicts

We strongly recommend personal travel or activity insurance.

6. Weather & Environmental Conditions

Our adventures operate in outdoor environments and may be affected by:

• Weather conditions

• Fire danger ratings

• Track or park closures

• Environmental or safety risks

Where Trident Tours cancels an event due to safety concerns:

• A credit or alternative date may be offered at our discretion

• Refunds are not guaranteed unless required under Australian Consumer Law

Weather conditions alone do not automatically constitute grounds for a refund.

7. Operator Cancellations

We reserve the right to cancel, modify, or reschedule an event due to:

• Safety concerns

• Guide availability

• Insufficient participant numbers

• Environmental or operational issues

Where we cancel an event:

• Participants may be offered a credit, alternative date, or refund at our discretion

8. Participant Removal

No refund or credit will be provided if a participant is unable to complete or is removed from an activity due to:

• Failure to follow guide instructions

• Unsafe behaviour

• Inadequate equipment

• Insufficient fitness or preparedness

9. Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).

You are entitled to a refund where services:

• Are not provided with due care and skill

• Are not fit for purpose

• Are not delivered as described

Except where required by law, refunds are not provided for change-of-mind or circumstances outside our control.

10. Acceptance of Policy

By completing your booking, you confirm that you:

• Have read and understood this Booking Policy

• Accept all conditions regarding cancellations and refunds

• Agree to comply with all associated policies and instructions

11. Updates to This Policy

We reserve the right to update this policy at any time. Continued use of our services constitutes acceptance of any updated terms.

12. Governing Law

This policy is governed by the laws of New South Wales, Australia.