Cancellation Policy
A minimum of 48 hours' notice is required to re-schedule or alter all or part of a reservation.
Any changes to the booking (date, names, etc) incur a $20 administration fee.
We must notify the operator of any cancellations within the specified cancellation period. It is your responsibility to ensure you submit your cancellation request with adequate time, and during our standard business hours (9 am-5 pm), to allow us to contact the tour provider. All cancellation requests must be in writing and sent via email to [email protected]. Any emails received outside of these hours will be considered received the following day.
Cancellation fees are as follows:
- 20% cancellation fee 30 days or more prior to departure
- 50% cancellation fee if within 30 days prior to departure
- 100% cancellation fee within 14 days prior to departure
There will be no refund of any part of your tour costs should you fail to arrive at a scheduled tour departure time. Tour departures may not be delayed due to passenger circumstances - including events beyond your control, medical problems, airline delays, weather etc.
All passengers are strongly advised to purchase comprehensive travel insurance that includes trip cancellation insurance, evacuation and medical cover. Please read the wording of your insurance policy carefully and ensure it covers you for all potential activities. No refund or compensation will be issued for unused equipment, prepaid/pre-booked courses and/or Scuba dives, or guides if you cannot complete the entire tour. Please see Scuba Diving – Important Information below.
Terms And Conditions
This website acts as a booking agent only for the tours advertised herein. Although we endeavour to provide accurate information, we are not liable for inaccurate information concerning services.
Check-in: If you are Making your own way (no return transfers booked), please check-in and board at 7.30 am. Reef Experience is located on A Finger, at Cairns Marlin Marina.
Terms and Conditions:
- Children’s prices are from 4 to 11 years of age. If booking as a certified diver, adult rates apply.
- If you have used a credit card to purchase your ticket for either Reef Experience or Reef Encounter directly from our websites, email or phone, please have this card present along with a matching valid photo ID of the cardholder at check-in. Boarding will be denied without them, or you may be asked to pay again.
- Open-Dated Ticket: In certain cases, Open-Dated tickets may be issued. These tickets are valid indefinitely but are non-refundable. Any fare increase must be paid at the time of rebooking. Once a customer accepts an Open-Dated ticket, the cancellation policy applicable to the original booking date will remain in effect.
- Schedules, vessels, dive locations, and itineraries are subject to change without prior notice due to unforeseen circumstances, with full consideration for your safety and enjoyment. We reserve the right to adjust tours, schedules, prices, and itineraries at any time without notice. We are not liable for any changes, cancellations, or delays, and we accept no responsibility for any loss, additional expenses, or out-of-pocket costs incurred as a result, whether caused directly or indirectly.
- Neither this site nor any associated company or agent advertised through this site is responsible for your costs or losses resulting from alterations, cancellations, any loss, any damage, delays, deaths or personal injury.
- All passengers are strongly advised to purchase Comprehensive Travel Insurance that covers personal injury and the events, including but not limited to your cancellation for any reason and the cancellation or alteration to the scheduled itinerary for reasons involving weather or passenger, crew or vessel safety. Please read your insurance policy's wording carefully and ensure it covers you for all potential activities. Please be aware that all travel insurance companies do not cover scuba diving and other in-water activities. In a medical emergency, any evacuation, vessel relocation, medical expenses, or other expenses are the passenger's financial responsibility.
- The passenger acknowledges and consents to Reef Encounter taking photographs or video recordings during the course of this activity/tour. The passenger acknowledges and consents to Reef Encounter receiving and using images of the passenger from third parties and using these images for marketing and promoting its services.
- Please inform us of any special requirements 48 hours before your travel date, such as dietary requirements, allergies, mobility and disability issues. This can be done in the ‘Booking Message’ section of your online reservation or by contacting our friendly reservations team.
Scuba Diving – Important Information:
- All Certified Divers must present a valid Certification Card. Failure to present a Certification Card may result in the customer being unable to participate in scuba diving. They can enjoy snorkelling activities instead. No refunds would be offered.
- The minimum age for Introductory Diving is 12 years old. The minimum age for certified diving and Open Water Courses is 10 years old. All junior divers must either be accompanied by a certified parent or guardian or must dive with a dive professional at an additional charge. If the diver is under the age of 18 years, parental or guardian consent is required for that diver to undertake a dive. The parent or guardian should sign the medical declaration as witness.
- Upon arriving at our vessel and before commencing any dive activities, all passengers must complete our liability forms. All information provided must be strictly accurate. If during the tour, it becomes apparent that a form has been incorrectly completed, either by omission or false statement, we reserve the right to prevent any customer from undertaking any scuba diving or snorkelling activities while on board our vessel. Any decision made in this regard will be at the absolute discretion of the Dive Crew aboard the vessel.
- The dangers and risks associated with scuba diving in an open ocean environment under variable conditions apply to our tours. We reserve the right to prevent any customer from participating in scuba diving if we determine that they are physically or medically unsuitable to do so or if it is in the best interests of our crew or other scuba divers. Our crew are trained professionals, and it is up to their sole discretion who they take diving and/or snorkelling. No refunds would apply.
- Please remember you must allow 24 hours from your last dive before flying.
Medical Conditions & Medications:
Queensland, Australia has some of the strictest scuba diving rules in the world but also the safest scuba diving record. We are regulated by the Queensland Government Code of Practice and comply with all rules, including medical, as is the law.
- All passengers participating in any Scuba activities must complete a [hga_dive_questionaire_text text="Medical Questionnaire"]. If you’ve answered yes to any questions or take any prescribed medication, you will need further medical clearance. This must be arranged prior to your day of departure.
- Medication: DO NOT presume that by taking medication is controlling your medical conditions, and you should be fine to scuba dive, as it is the medication that can be the problem when scuba diving. Particularly prescribed medication may require a medical clearance.
- The medical certification should be provided in English, preferably by a medical practitioner with experience in diving medicine, within 90 days prior to the scuba dive. The certificate must state that the person is medically fit to dive.
- No refunds are given for uncompleted dives due to medical conditions and/or prescribed medications or changes of mind.
Peak Season Surcharge - To be paid onboard on the day of travel:
➢ A Surcharge of $100 per person applies to 25 December 2025 & 2026 – Christmas Day
➢ A Surcharge of $50 per person applies to the following days:
• 26 December 2025 – Boxing Day
• 3, 4, 5 & 6 April 2026 – Easter Weekend
• 26 December 2026 – Boxing Day
