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Terms and Conditions

Terms and Conditions Summary Table


Below is a table summarising our rescheduling and cancellation policy. Please note that if you are booking for 2023, the Flexi Ticket will not be an option for booking.

TIMEFRAME CAN I RESCHEDULE? WHAT IF I CANCEL?
Bookings of 1-4 people (Standard Ticket)
If its 15 days or more before your tour Yes, you can reschedule your tour ($25 rebooking fee applies). You will receive a 100% refund (excluding online booking fees).
If its 14 days or less before your tour If you reschedule, it will result in forfeit of 100% of your fee ($25 rebooking fee applies). You will not receive a refund.
Bookings of 5-10 people including private charters (Standard Ticket)
If its 46 days or more before your tour Yes, however you will lose your 30% non-refundable deposit, which you will have to pay again on the new date ($25 rebooking fee applies). You will lose your 30% non-refundable deposit (you will get a 70% refund).
If its 45 days or less before your tour If you reschedule, it will result in forfeit of 100% of your fee ($25 rebooking fee applies). You will not receive a refund.
All Flexi Ticket bookings (applicable to 2022 bookings only)
If it’s 25 hours or more before your tour Yes, you will be rebooked at the standard ticket rate ($25 rebooking fee applies). You will receive a credit valid for 12 months from the cancellation date at the standard ticket rate.
If its 24 hours or less before your tour If you reschedule, it will result in the forfeit of 100% of your fee ($25 rebooking fee applies). You will not receive a refund.
If we cancel your tour for any reason we will either rebook you or issue you a 100% refund. The choice will be yours. 

Terms and Conditions – Simplified


Below is a simplified version of Live Ningaloo’s most basic terms and conditions. When you make a booking you are responsible for and agree to our full Terms and Conditions which can be found by clicking here.

COVID-19

What’s the deal with COVID-19? To be honest – we don’t really know either. With regulations being raised and dropped all over the place, there are a few things to keep in mind:

  • We are a small business – we don’t make the rules on mandates or regulations.
  • We do not have special terms and conditions for COVID-19 cancellations. If you need to cancel due to COVID-19, our regular terms and conditions apply.
  • We need at least four guests per tour. Your booking may be rescheduled if we don’t have enough guests.
  • If we can’t place you on tour with another operator, we’ll give you a full refund.

Before hopping on the boat, we may take your temperature to ensure the safety of our customers and crew. If you have a high temperature or cold or flu symptoms, we’ll have to leave you behind and you will not receive a refund. Please ensure that you are feeling well before coming on tour with us.

Rescheduling and Cancellations 

Note: If your booking is for five or more people, please refer to our group cancellation policy.

Please don’t be late. If you, or any member of your group does not arrive by the departure time specified in your booking confirmation, no refunds will be provided.

Did you book through a third party (e.g. an agent)? If so, your refund needs to be processed through that third party. Please note they may have special terms and conditions you must adhere to.

Standard Ticket Bookings:

If you are booked on a STANDARD ticket and you need to cancel (or reschedule), please let us know, in writing, at least 14 days before your tour (the earlier the better!). We’ll try our best to accommodate your rescheduling request, but please be aware that all requests for rescheduling will incur a $25 rebooking fee.

If your rescheduling or cancellation request is made within 14 days or fewer of your tour date, you’ll have to pay your booking in full, and that’s not a fun time for anyone.

Flexi Ticket Bookings (applicable to 2022 bookings only):

If you are booked on a FLEXI ticket and you need to cancel (or reschedule), please let us know in writing at least 24 hours before your tour (again, the earlier the better!). If you need to reschedule, we will rebook you at the standard ticket rate (availability permitting). If you need to cancel, we will give you a credit valid for 12 months at the standard ticket rate.

If your rescheduling or cancellation request is made within 24 hours or less of your tour date, you’ll have to pay your booking in full.

Please note the FLEXI Ticket will not be available for 2023 bookings. If you are booking in 2023, the STANDARD ticket cancellation policy will apply to your booking. 

Group Bookings 

What is a group? Well, on our boat, a group is any booking of five or more people who are travelling together or know each other. We know it’s tempting to get around a group booking by pretending not to know your friends. Please don’t do this, or we might be tempted to feed you to the whale sharks.*

*Just kidding. Whale sharks don’t eat people, but please don’t do it.

Full payment must be made when making the booking.

Group Booking Cancellations 

Need to cancel a group booking? Who let the team down? We bet it was Greg. That’s classic Greg.

If your group is booked on STANDARD tickets and cancels more than 45 days before your tour, you’d only lose 30% of the cost of your booking. However, if you cancel within 45 days of your tour, you’ll be on the hook for 100% of the cost of your booking.

If your group booked on FLEXI tickets, then the normal Flexi Ticket rules apply. If you don’t know what the normal Flexi rules are, read the section above called ‘Rescheduling and Cancellations’.

Too long? Didn’t read? Don’t be a Greg. If you need to cancel, do it well in advance.

Agents and Promotional Bookings 

Please note: this clause is for agents or third parties making bookings on behalf of others.

If you’re an agent and you make a booking for five or more guests, you must pay 30% of the booking fee as a deposit within 48 hours of booking so we can confirm your clients’ tour. The other 70% of the booking fee needs to be paid 45 days or more before the tour date.

If an agent makes a booking for four or fewer people, the agent must pay the total booking fee 45 days or more before the tour date.

Please Note: agent deposits are non-refundable.

Credit Cards Fees, Transactions, and Payment Details 

No one likes booking fees. Unfortunately, any bookings (including cancellations) made online do incur a booking fee that is outside of our control.

However, if you’d rather not pay any booking fees, you can make credit card payments over the phone.

Because it’s no longer 1985, we don’t accept payment by cheque. We also don’t accept bank transfers unless you are a booking agent.

Gift Cards

You can redeem your gift card over the phone or by entering your unique gift card number when booking online

Gift cards are non-refundable and cannot be redeemed for cash, treasure, intimate secrets, or anything other than good times with Live Ningaloo. The purchaser of any gift card is responsible for the gift card.

Live Ningaloo will not refund or replace the gift card if a gift card is lost, stolen, or used without the purchaser’s authorisation. Live Ningaloo accepts no liability for lost or stolen gift cards.

All gift cards are valid for 36 months from the date of purchase. If you don’t use it, you lose it.

No-Sighting Policy 

While we like to think we’re pretty cool and fun to hang out with, we know you’re touring with us to see the whale sharks. It’s pretty rare that we don’t see any; however, if we don’t, we’ll take you back out on the boat on the next available day for free.

But what if I can’t go out again the next day? If you’ve got better things to do, we’ll give you a  non-transferable voucher which will remain valid for two years (24 months) from the date of issue.

Note: our no-sighting policy applies to our whale shark tours between the 15th April to 15th July.

Medical Policy 

Any medical conditions that may affect a tour must be disclosed to Live Ningaloo beforehand. Live Ningaloo reserves the right to consider whether or not you may or may not be suitable to tour with us.

Feedback 

We’re always looking for ways to improve our tours, and that’s why we love hearing all of your feedback. If you have any feedback about your experience with us or suggestions about how we can improve our tours, please reach out via email, or phone, or fill out the feedback form we send out with your images.


Still have questions?

If you still have questions about our Terms and Conditions feel free to give us a call on 08 6373 5187 or send us an email at [email protected] and we can help you out.