Our contract

In shortYour booking is confirmed, and these terms apply, once we receive your deposit and email your booking confirmation.

• When you book a tour, transfer or charter with Urban Legends Tour Co ("we", "our", "us"), you agree to these terms and conditions.
• Please check every detail on your confirmation: date, times, pickup and drop-off addresses, passenger numbers and itinerary. Tell us straight away if anything needs changing.

Why it mattersMistakes happen. Catching them early means your day runs exactly as planned.

Deposits

In shortA deposit secures your date. Every deposit is non-refundable, and your quote always shows the exact amount for your booking.

• If you cancel a tour, charter or transfer 7 or more days before the date, we hold your deposit as a credit toward a future Urban Legends booking, subject to availability.
• Boat and yacht deposits follow the vessel owner's terms (see clause 14).
• Packages that include accommodation for your guests, such as our two-night Hunter Valley package at Cypress Lakes, may need an additional deposit to hold the rooms. Your quote shows the amount.

Why it mattersOnce your date is locked in we commit a vehicle, a driver and often venues, and turn other groups away. Your deposit covers those early commitments.

Balance and fees

In shortPay the balance in full at least 7 days before your booking. Card and booking fees are non-refundable.

• Full payment is due no later than 7 days before your booking, unless your quote says otherwise. Snow tours are due 14 days before departure.
• If the balance isn't paid on time, we may cancel the booking without refund.
• A 1.6% credit card processing fee and a 1.9% booking fee apply. Both are shown before you pay, and both are non-refundable.

Why it mattersIn the week before your trip we finalise drivers, vehicles and venues, so payment needs to be settled first.

Cancellations and refunds

In shortCancel 14 or more days out and we refund everything you've paid above the deposit. 7 to 13 days out, 50%. Less than 7 days, no refund.

1. 14 days or moreFull refund of payments above the deposit
2. 7 to 13 days50% refund of payments above the deposit
3. Less than 7 daysNo refund

• Your deposit is non-refundable at any time (see clause 02).
• Please cancel by email to jared@urbanlegendstourco.com. The notice period runs from when we receive your email.
• There are no refunds for change of mind, missed services, bad weather or other external issues, unless the cancellation comes from Urban Legends.
• Venue changes on tour packages are covered by our Venue Guarantee (clause 08).
• Boat and yacht charters follow the vessel owner's cancellation terms, shown on your quote (clause 14).

Why it mattersA late cancellation leaves a vehicle, a driver and often venues committed to a day that no longer happens, usually too late to rebook.

Changes and postponements

In shortWe'll always try to make changes work. Moving your date 7 or more days out is free, subject to availability.

• Changes such as pickup times or group size: we'll always try to accommodate them where we can.
• Date changes are free when made 7 or more days before your booking, subject to availability.
• Postponed events: we'll aim to move your booking to the new date or offer a 12-month credit, at our discretion.
• Festival transfers: tickets roll over if the festival is postponed.
• Minimum numbers: if a tour's minimum passenger numbers aren't met, we may cancel it and refund you, less fees.

Departures and waiting

In shortBe ready 15 minutes before departure. After a 30-minute delay, the booking may be cancelled without refund.

• Please be at your pickup point 15 minutes before the scheduled departure.
• If your group isn't ready 30 minutes after the scheduled departure, we may cancel the service without refund.

Why it mattersOur vehicles often run more than one job a day, so one delay can flow on to other groups.

Hours, full days and overtime

In shortA full day is up to 8 hours with the vehicle, from your booked pickup time to final drop-off. The first 15 minutes over are free, then overtime is charged in 15-minute blocks.

What a full day means

• A full day is up to 8 hours per vehicle, measured from your booked pickup or departure time (even if the group boards later) to the final drop-off. This is the total time with the vehicle and driver, including driving, stops, activities and any time the vehicle waits with your group. It is not driving time.
• A half day is up to 4 hours, measured the same way.
• If your quote doesn't state hours or daily times, each full day includes up to 8 hours and each half day up to 4 hours.

Overtime beyond the included time

• The first 15 minutes over the included time are free.
• After that, extra time is charged per vehicle in 15-minute blocks, at the hourly rate on your quote or, if none is shown, our standard hourly rate below.
• Overtime applies whether the extra time comes from the group running late, stops or runs added on the day, or a daily program longer than the hours quoted.
• Example: a 14-seater booked 10am to 6pm (8 hours). Final drop-off at 6:10pm: no charge. Final drop-off at 6:40pm: two 15-minute blocks (6:15 to 6:45), so $60 at the $120 standard rate.

Multi-day and long charters

• Multi-day and long-distance charters are priced on the daily schedule and kilometres supplied at the time of quoting. If no daily schedule is supplied, each day is priced as a full day of up to 8 hours, and any time beyond that is overtime.
• If your itinerary arrives after we quote, or shows longer days, extra stops or more kilometres than quoted, the difference is charged at our standard rates and confirmed in writing before your final invoice.
• Distance surcharges apply per day, based on each day's kilometres.
• Days longer than 10 hours may need a second driver or a rest break, at extra cost, confirmed in writing.

Why it mattersA coach and driver kept longer than planned cost us more in wages, fuel and rest time, and can affect other bookings. Clear hours up front mean no surprises on your final invoice, and a driver who is rested and safe for your group.

Photos on the day

In shortYour driver or guide may take a group photo to share with you. Tell us if you'd rather not be photographed or featured.

• On many of our tours your driver or guide takes a group photo during the day and shares it with you as the photo of the day, along with an itinerary your group can share.
• We may also use photos and short videos taken on our tours on our website, social media and marketing.
• If you or anyone in your group would prefer not to be photographed or featured, tell us when you book or tell your driver on the day, and we will only share photos privately with you.

Why it mattersYour group gets a keepsake of the day without anyone having to play photographer, and real photos of real groups help other organisers trust us.

Alcohol, BYO and drugs

In shortNo drinking on board during tour packages. On private charters, BYO only with our written approval before the day. Zero tolerance for illegal drugs.

• Drinking on the vehicle is allowed only on private charters (point-to-point transport), with written permission obtained before your booking.
• It is not allowed on any booking where we have booked venues for you, including all tour packages.
• Zero tolerance for illegal drugs. Any sign of drug use ends the service immediately, without refund.

Why it mattersWineries, breweries and venues can hold us responsible for intoxicated guests. Protecting those partnerships protects every group that travels with us.

Behaviour and dress code

In shortStay seated while the vehicle is moving, look after each other, and dress smart casual for venues.

On board

• Remain seated while the vehicle is moving.
• No abusive, disruptive or unsafe behaviour.
• Guests are responsible for any property damage or injury they cause.

Dress code

• Smart casual is expected at wineries and breweries.
• Over-the-top costumes are not permitted, especially for hens, bucks and group tours.
• Venues may refuse entry because of behaviour, dress or intoxication. This is not covered by our Venue Guarantee.

Why it mattersWe respect the professional environment of our venue partners. Over-the-top outfits can spoil the day for other guests, including families with children, and most venues won't accept them whatever the occasion.

Wine tour etiquette

In shortBuying a bottle or two at the tastings is strongly encouraged.

Why it mattersMany of the wineries we visit are small and family run, and they rely on sales. Tastings are heavily subsidised to make your day special.

Damage, cleaning and lost property

In shortDamage is charged to the customer, excess mess carries a minimum $140 cleaning fee, and please take everything with you.

Damage

• Any damage caused to vehicles or third-party venues is payable by the customer.
• For example, a broken window costs $4,500 to replace and is payable immediately. Ripped curtains or damaged seats are assessed and invoiced, payable immediately on invoice.

Cleaning

• Excessive mess carries a minimum $140 cleaning fee.

Lost property

• We're not responsible for personal items left on our vehicles, at stops or at venues. Please check your seat before you step off.

Why it mattersLuxury coaches are expensive to repair, and time off the road can cancel tours booked by other groups. Tours also move quickly between locations, so lost items are hard to reunite.

Venues, boats and other providers

In shortSome parts of your day are delivered by trusted external providers, and their rules apply too.

• We may use trusted external providers to deliver your experience.
• All guests must follow the rules of third-party suppliers, such as wineries, breweries, venues and vessels.
• Boat and yacht charters follow the vessel owner's own terms for deposits, cancellations, capacity and conduct on board. We set these out on your quote before you book.

Events beyond our control

In shortWe're not liable for cancellations, delays or changes caused by major events outside our control.

• Natural disasters, such as fire, flood and storms.
• Pandemics.
• War, strikes and road closures.
• Other major events beyond our control.

Why it mattersSome things, sadly, even legends can't control.

Travel insurance

In shortWe recommend arranging travel insurance for your group.

• Choose a policy that covers cancellations, delays, personal property, medical incidents, and lost or stolen items.

Email and calls free, Jared by appointment

In shortEmail us or call our phone assistant any time, free. A scheduled phone call with Jared is by appointment only, at $100 per 30 minutes.

• Our assistants answer email from 9am to 5pm, seven days, and keep the phones free for groups on the road.
• Book a call through our Schedule a Call with Jared page. Choose 1 to 4 blocks of 30 minutes (up to 2 hours), any date and a time that suits you, with at least 24 hours' notice.
• Tell us what you'd like to discuss when you book, and Jared calls your mobile at the booked time.
• If Jared is driving a tour at your booked time, we'll email you to rearrange.

Why it mattersJared still drives many of our tours, including multi-day trips. Taking every call himself would cost him five to six hours a day that is better spent planning your logistics, in writing, where nothing gets lost.