By Earth & Ocean

Customer requested Booking Changes and Cancellations

Changes/Cancellations More Than 7 Days Prior: Eligible for a full refund.
Changes/Cancellations Between 7 Days and 48 Hours Prior: Eligible for a 75% refund.
Changes/Cancellations Less Than 48 Hours Prior: Not eligible for a refund. This includes cancellations for weather and conditions or illness. However, credits may be issued at our sole discretion.
PRIVATE TOUR /PROGRAM POLICY – CHANGES WITH LESS THAN 7 DAYS NOTICE are ot eligible for a refund. This includes weather cancellations not deemed significant or illness. However, credits may be issued at our sole discretion.

Please Note: This policy applies to all cancellation reasons, including weather, illness, injury, border closures, and isolation orders.

Unfavourable conditions are not a basis for cancelations of equipment hire or tours outside of our standard terms. At our discretion we may offer a credit or rebooking for another date.

Unavailability of Items

While we strive to provide the equipment selected at the time of booking, unforeseen circumstances (such as damage or negligence by a previous hirer) may make your selected equipment unavailable. In such cases, we will offer the closest available alternative. If you do not wish to proceed, a full refund will be provided, but no additional compensation beyond the cost of the hir

Weather Considerations and Cancellations by Us

In case of severe weather (heavy rain, strong winds, storms), we may cancel tours. If canceled, you will be offered a full refund or alternative arrangements.
Changes to tour routes due to weather, trail closures, or other factors may occur. If the route change materially alters the tour, you will be offered a refund or rebooking. If the change does not significantly affect the tour, it will proceed as planned.
We will not conduct activities if the weather presents an unreasonable risk, even if requested by participants. Minor weather conditions like clouds or light rain will not warrant tour alterations or cancellations.

Minimum Group Size and Other Cancellations by Us

All group tours are subject to minimum group sizes. In rare cases of insufficient numbers, you will be notified the day before your tour and offered a full refund or rebooking.
In the event of staff unavailability (e.g., illness), you will be contacted as soon as possible and offered a full refund or rebooking.

Rider Height and Bike Sizes

Rider heights must be accurately provided when booking. Inaccurate heights may result in unsuitable bikes, and no refunds will be provided if participation is not possible due to incorrect information.
Limited capacity exists for riders under 145cm. If there are issues with bike availability, we will contact you to arrange alternatives.

Infants, Toddlers, and Young Children

Bike Tours

Infants, toddlers, and children using baby seats, chariot trailers, or tag-alongs can participate in SELECTED bike tours at no charge. Ensure they are noted on the booking, and we will inform you if accommodation is not possible.

Kayak Tours

Infants and toddlers under 3 can participate in SELECTED kayak tours at no charge, provided they are noted on the booking. We will contact you if accommodation is not possible.

Late Arrivals & Wrong Locations

All times and locations are clearly listed. Seriously there are links on the emails, the address is documented in multiple places in your booking conformation and on the bottom of every page of our website and the product information pages, we have warned about Ubers being unreliable. Failure to arrive on time is a failure of planning may result in missing your tour. Refunds or credits are never provided for late arrivals or people who go to the wrong address. Seriously just read the emails, its 100% super clear and is complete with links….. As you may have assumed from this warning many people still do not read the directions and go to a variety of very random places or turn up late and are surprised the tour has not waited for them. Please plan ahead and don’t make the same mistake 🙂

Equipment Requirements

If participants bring their own equipment, it must meet safety standards. Unsafe or unsuitable equipment will result in exclusion from the activity, with no credits or refunds provided.

Route, Fitness, and Skill Considerations

General Requirements

Participants must possess the required fitness, skill, and self-awareness to safely complete the tour. If not, the guide may modify the tour or exclude the participant from the activity. Refunds or credits where participants do not have the basic skills or physical capability to safely complete the tour are at our sole discretion.

Bike Tours

Participants must be capable of confidently riding a bike. Public roads, bike paths, and footpaths may be used. All participants must be able to follow road rules and ride safely around vehicles and pedestrians.
Minimum legal age to ride an e-bike is 12 if supervised by an adult and 16 if unsupervised. As such we can not accommodate any child under 12 on any e-bike tours

Mountain Bike Tours

Mountain bike tours assume prior experience on basic mountain bike trails. Participants who pose a risk to themselves or others may be required to cease riding, at the guide’s discretion.
Minimum legal age to ride an e-bike is 12 if supervised by an adult and 16 if unsupervised. As such we can not accommodate any child under 12 on any e-bike tours

Kayak Tours

Kayak tours are conducted on lakes and calm rivers. No prior experience is required, but participants must have the stamina to kayak for 2-3 hours.

Unreasonable Damage or Loss of Equipment

Participants are liable for any unreasonable or inappropriate use of hire equipment. This includes damage to bikes from crashes or incorrect use of gears. Repair or replacement costs will be charged to the card on file.

Rescue

Where we have to collect guests or equipment for any reason that we deem to be beyond our control or as a result of poor customer choices including (but not limited to) flat tire, broken chain, accident, lack of ability, exhaustion, flat batteries or becoming lost, all charges associated with this will be charged including a MINIMUM of $75 per hour (charged in 1 hour blocks) from departure to return.