Terms and Conditions
URBAN LEGENDS TOUR COMPANY PTY LTD
Terms and conditions
All bookings of tours, transfers or charters are subject to the below terms and conditions. By booking or participating in a tour, transfer or charter, you agree to these terms and conditions.
Please note the terms “we”, “our” or “us” in the below terms and conditions refer to Urban Legends Tour Company Pty. Ltd.
Our Contract
All bookings are made directly with Urban Legends Tour Company Pty Ltd. A booking is only confirmed once a deposit has been made and we have sent you a written confirmation. At this point, a contract then exists between the customer and Urban Legends Tour Company Pty Ltd and the customer is deemed to have agreed to these terms and conditions.
The services to be provided to you are those referred to in your booking confirmation. It is the responsibility of the customer to ensure that all details outlined in the confirmation are correct, such as time, date, location and booking names. Any and all errors should be reported to Urban Legends Tour Company Pty Ltd immediately.
Fees and Charges
Deposit requirements
Festivals transfers or charters: All festival transfers require a 100% deposit at the time of booking in order to be considered confirmed.
Tours, standard transfers or charters: All other tours, including private charters, require a non-refundable deposit of $200 at the time of booking in order to be considered confirmed. All deposits are non-refundable and changes to the booking once a deposit is made are only by the agreement, and at the discretion of, Urban Legends Tour Company Pty Ltd.
Refund, Amendments, Postponed Events & Cancellations
Refunds: There are strictly no refunds on festival transfers or tour deposits under any circumstances unless directly initiated by Urban Legends Tour Company Pty Ltd. Refunds will not be provided in circumstances such as, but not limited to, change of mind, missed transfer, change in transfer time or location, inability to attend and other related issues, cancellation by the venue, extreme weather, and other unforeseeable events. Please also see our administration fee scale below.
Amendments: We will make every effort to accommodate a change in time or location for transfer bookings, however this is not guaranteed, is subject to availability, and is solely at the discretion of Urban Legends Tour Company Pty Ltd.
Postponed Events:
Tours, Charters & Private Transfers: We will make every effort to accommodate postponed events, however this is not guaranteed, is subject to availability, and is solely at the discretion of Urban Legends Tour Company Pty Ltd. Customers may be given the option to transfer their booking to another event tour or service without incurring an administration fee. They may also be given the option of a full credit towards any of our events tours or services booked in the next 12 months without any administration fee, however this is not guaranteed, is subject to availability, and is solely at the discretion of Urban Legends Tour Company Pty Ltd.
Festival Transfers: In the event that a festival transport partner or festival event is postponed, all tickets & transfers will be transferred across to the new event dates & locations once announced by the event directors. Refunds are not payable on festival transfers where an event has been postponed.
Cancellations:
Change of mind: There are strictly no refunds for change of mind after booking confirmation.
Outside of our control: In the event a tour or transfer needs to be cancelled for reasons outside of both Urban Legends Tour Company Pty Ltd & the customers control the following administration fee scale will be used:
Cancellation administration fee scale
30 days or more notice = 0 % fee
7 - 30 days notice = 10 % fee
7 days or less notice = 30 % fee
Tour cancelation with more 7 days notice = The full deposit will be held indefinitely & used as a credit for a future tour or service.
This fee scale will be used for any event cancellation for reasons such as, but not limited to, any “act of god” such as bush fire, flood, local council cancellations or restrictions or if the event directors choose to cancel their event for any reason.
Where possible tickets will be transferred to alternate events, venues or dates, please see “Postponed Events & Bookings” below.
The above terms are due to the significant expenses incurred by us in the preparation, planning and implementation of these large scale events including bus hire, staff, administration, venue cancellation fees and booking fees payable by us.
Minimum Passenger Numbers
Urban Legends Tour Company Pty Ltd reserves the right to cancel any and all bookings in the event that a minimum of tickets has not been sold, or other reason that renders the transfer, tour or event unviable. We will make every and all efforts to rebook a tour or transfer in these circumstances, however a full refund may be provided, less any administrative or other fees (please see Booking Fees clause below) in the event that Urban Legends Tour Company Pty Ltd is not able to offer a viable and reasonable alternative.
Booking Fees
All bookings are subject to a 1.9% booking fee. All online bookings are also subject to a credit card fee of 1.6%. Neither the administration fee, credit card fee, or other fees and chargers as determined by Urban Legends Tour Company Pty Ltd, are subject to any refunds.
Scheduled Departures & Wait Times
Urban Legends Tour Company Pty Ltd departure times must be strictly adhered to and all buses will depart no later than 15 minutes after the scheduled departure. All passengers are required to be at the departure point 15 minutes before departure to allow time for loading and boarding the bus. All passengers that arrive 15 minutes or more after their departure time forfeit their booking and are not subject to any refund or rebooking. Urban Legends Tour Company Pty Ltd will make any and all efforts to accommodate passengers on later scheduled services if and when possible, however this is subject to availability and solely at the discretion of Urban Legends Tour Company Pty Ltd.
Passengers who cause, directly or indirectly, buses to depart later than scheduled or cause buses, directly or indirectly, to make unscheduled stops, may be liable to pay compensation to Urban Legends Tour Company Pty Ltd, its customers and/or partners as determined by Urban Legends Tour Company Pty Ltd.
Private Charters
All private charters are required to depart within 15 minutes of their scheduled departure.
All delayed private charter departures caused by customers will be subject to a $50 fee per 15 minutes wait time.
Urban Legends Tour Company Pty Ltd reserves the right to cancel any private charters that do not depart within 30 minutes of the scheduled departure time. This is solely at the discretion of Urban Legends Tour Company Pty Ltd and any cancellations under these circumstances are not subject to any refunds, rebooking or rescheduling.
Urban Legends Tour Company Pty Ltd will make every effort to ensure that all departures occur within 15 minutes of scheduled departures, however this is not guaranteed and events outside of our control such as, but not limited to, weather, traffic, mechanical failure and delayed bookings may occur. In the event that a bus departs more than 15 minutes after its scheduled departure, Urban Legends Tour Company Pty Ltd is not subject to compensation for the customer and no refunds will be provided. Urban Legends Tour Company Pty Ltd will make any and all efforts to make alternate arrangements should this be necessary; however, this is subject to availability and strictly at the discretion of Urban Legends Tour Company Pty Ltd.
Damages
Damage to property
Customers are liable for any and all damage to property including, but not limited to, Urban Legends Tour Company Pty Ltd property and vehicles, as well as any and all third-party property and vehicles. Any damage to vehicles or other property will be assessed by a mechanic or insurer chosen by us or our partners, and customers will be liable for costs as determined by us, our partners, or insurance providers. Customers may also be liable for lost income, bookings or other associated factors in such events.
In the event a suitable quote for damage can be obtained by the driver during a tour or transfer the damage bill must be paid before the tour can continue & before the bus departs that location.
Broken windows:
Broken or cracked bus windows from guests banging, kicking or leaning on them to be charged at $2000 per window, which is payable on the spot before the tour can continue.
Drug & Alcohol Policy
There is strictly no alcohol to be consumed in any Urban Legends Tour Company Pty Ltd vehicles or partner vehicles under any circumstances, unless special arrangements are made under special circumstances with Urban Legends Tour Company Pty Ltd prior to the event or transfer, which have also been confirmed in writing.
Urban Legends Tour Company Pty Ltd reserves the right to refuse entry or access to any customers who appear to be intoxicated or are otherwise abusive, disorderly or disobeying instructions by Urban Legends Tour Company Pty Ltd staff or partners.
No refunds or compensation of any form is available to customers who have been refused access, or have had to forfeit alcohol or other property as a result of disorderly behaviour. Any customer that causes, directly or indirectly, damage to property, delay of tours and bookings, or other incidences as determined by Urban Legends Tour Company Pty Ltd to have caused delay, damage or other, may be subject to compensation to Urban Legends Tour Company Pty Ltd, its customers, and partners.
Any signs of drug use, including cocaine, on the bus or at venues will result in immediate termination of the tour.
Customer Behaviour Expectations
Customer behaviour at wineries & breweries: Customers are reminded that venues like wineries and breweries are usually small family run businesses, and, whilst we want our customers to have fun, we pride ourselves on offering a very professional, high standard tour. We must ensure our customers respect our venue partners, staff and other patrons at all times and behave in an acceptable manner at all times.
Respect for venue staff: Customers are reminded that winery and brewery staff are bound by the Responsible Serving of Alcohol Guidelines of which they take very seriously. Guests are asked to show respect for venue staff as they guide all participants through the wine/beer making process and explain their venues, wines or beers to the groups. If customers are seen to be acting in a loud, disrespectful, disruptive, violent or aggressive manner and/or disturbing other patrons the tour may be cancelled at any time by the driver or venue staff in order to protect others and the business relationship with venues we have worked hard to develop.
Expectation to Buy Wine
An intention to buy wine is necessary whenever wine tastings have been organised for the Premium and Standard wine tour options in all wine regions including but not limited to the Hunter Valley, South Coast and Southern Highlands.
Wine tours have become an experience over recent years whereby customers feel entitled to drink the wine without making a purchase, due to paying the tour price and therefore tasting fee. We feel it is in our duty of care to our venues and wineries to inform our customers that these wineries make a loss during every tasting. The average wine pours during our premium seated wine tastings add up to approx. 3.5 standard drinks per person, whilst the average tasting fee paid by us is $15 - $20 per person.
Therefore, for a winery to keep its cellar door open and encourage customers to come and taste their wines, wine purchases are of paramount importance. At Urban Legends Tour Company Pty Ltd most of our picked wineries are small, family run businesses, and so without the purchase of wine during a tasting they will not be able to accommodate our tours for much longer.
This is especially important during the current economic climate, post bushfires and pre coronavirus, whereby these rural communities have suffered, and are suffering, serious financial hardship.
We ask our customers, rather than stocking up at Dan Murphy’s before leaving Sydney, leave it to us to show you some of the best wines the Hunter Valley, South Coast or Southern Highlands have to offer during our tour and please help to support these incredible businesses so the wine tour industry can operate long into the future.
Dress Code
Suitable clothes should always be worn at licensed venues and over-the-top dress ups will not be tolerated on wine tours or brewery tours. This also applies for bucks parties & hens parties where wineries or breweries are involved.
We encourage our guests to dress nicely & appropriately at all times while on winery or brewery tours.
Cleaning Fees
Any excessive amounts of cleaning required to any vehicle will result in a cleaning fee payable of at least $140 or more, and is decided at the sole discretion of Urban Legends Tour Company Pty Ltd.
External Operators
Urban Legends Tour Company Pty Ltd reserves the right to utilise third party equipment, vehicles and drivers at its discretion.
External Providers & Venues
All customers must adhere to the rules and regulations of all external partners, providers and venues, including but not limited to third party bus companies, wineries, breweries, festival providers, restaurants and bars.
Customers are liable for any damage to external provider or venue property that is deemed payable by that provider or venue.
Urban Legends Tour Company Pty Ltd prides itself on its relationships with its external stakeholders and this is essential to our core business. Therefore, customers may be liable for damage to Urban Legends Tour Company Pty Ltd brand or reputation caused by customer behaviour, damage or other incidences caused by the customer, solely at the discretion of Urban Legends Tour Company Pty Ltd.