Terms and Conditions (including accessibility item C)
These terms and conditions apply to booking our whale watching tours predominantly. We hope you will find them easy to understand and fair.
A. Cancellation Policy
Tours operate according to weather conditions and Freedom Ecotours reserves the right to cancel the tour with no notice in the case of adverse weather. We reserve the right to substitute another vessel in the event of unavailability of the advertised vessel.
- If Freedom Ecotours cancels the cruise, the guest will be given the choice of:
- An alternative date within the same whale-watching season
- A gift card for use within the following two years
- A full refund less agent commission
- If the guest cancels, the following will apply:
- Within 24 hours of the departure time: no refund will be given
- Between 24 and 48 hours of the departure time: 50% refund, less 100% agent commission
- With more than 48 hours of the departure time: full refund, less 100% agent commission
- Guests are responsible for seeking refunds from the booking agent.
- No refund will be given if the vessel departs at the advertised time without you.
B. Discounted Tickets
- Guests aged 0–4 are classified as infants and are free of charge. There is a limit of two infants per responsible adult guest.
- Guests aged 5–15 years are classified as children. There is a limit of three children per responsible adult (not in addition to infants).
- Guests aged 65 years and over are eligible for senior tickets. Seniors may be asked to show valid proof of age such as a driver’s licence or seniors’ card. Failure to show the card will require the non-senior ticket price to be paid.
- Guests with a concessions card or student card are eligible for concession tickets. The valid concessions card (PCC/HCC/CSHC/veterans) or student card must be shown at time of boarding. Failure to show the card will require the non-concession ticket price to be paid.
- Companion card holders receive a second ticket for their companion at no charge. A valid card must be shown when boarding. Companion card bookings are accepted for mid-week cruises from July to October and for any day available outside of those months. Failure to show the card will require the companion to pay for a concession ticket.
C. Passenger Disclosure (Accessibility)
- To ensure the safety, comfort, and enjoyment of all our guests, we require you to inform us at the time of booking if you, or anyone in your party, have any physical, sensory, cognitive, or other conditions (including food allergies) that may require special accommodations or assistance during the cruise. This will help us provide appropriate support and seating arrangements to meet your needs.
- Please note that while we strive to accommodate all guests, certain limitations may apply due to the nature of our vessel or cruise activities. For example, the vessel is not wheelchair accessible or suitable for anyone who cannot walk up 5 steps with a support rail. If you have any questions or specific requirements, we encourage you to contact us prior to booking.
D. Whale Sightings Guarantee
- Freedom Ecotours Pty Ltd guarantees whale sightings on all dedicated Freedom whale-watching cruises conducted between 4th July 2025 and 7th October 2025. In the rare event that no whales are sighted during your cruise, guests will be offered a complimentary return cruise, subject to availability and the terms below.
- Definition of a Whale Sighting
- A whale sighting is defined as the visual observation of one or more humpback whales in the wild from the vessel, at a distance and duration determined by the natural behaviour of the whales and marine regulations.
- A sighting does not require whales to approach or interact with the vessel, nor does it guarantee breaching, tail-slapping, or close-up encounters.
- All sightings are subject to the whales’ natural behaviours and movements, and compliance with national whale-watching guidelines ensures respectful and legal distances are always maintained.
- Return Trip Conditions
- The complimentary return trip is non-transferable and valid only for the original ticket holder.
- Return trips must be redeemed within 15 months of the original cruise date and are subject to availability.
- The return trip offer does not apply to complimentary tickets unless otherwise stated.
- Exclusions
- Sightings of dolphins or other marine life do not qualify as whale sightings under this guarantee.
- This guarantee applies to dedicated whale-watching cruises only and excludes private charters or mixed-purpose tours unless explicitly stated.
- No Cash Refunds
The whale sightings guarantee offers a return trip only; no cash refunds or compensation will be provided. - Booking Return Cruises
Guests must contact our office directly to book their return cruise under this guarantee. Return bookings cannot be made through third-party agents.
E. Legal Obligations
- A passenger on board a domestic commercial vessel is legally obliged to take reasonable care for their own safety and the safety of their dependents.
- A passenger on board a domestic commercial vessel must comply with any reasonable and lawful directions of the master or a member of the crew of the vessel and ensure their dependents do the same. Passengers are advised that non-compliance may constitute an offence.
- A passenger on board a domestic commercial vessel must not interfere with or misuse anything provided on the vessel in the interests of the safety of the vessel.
- A passenger on board a domestic commercial vessel must not unreasonably place at risk the safety of another person.
- Without limiting subsection (1), a passenger on board a domestic commercial vessel contravenes that subsection if the passenger prevents or restricts the master of the vessel from making or implementing a decision that, in the professional opinion of the master, is necessary for the safety of a person or the vessel.
Privacy Policy
Last updated: 12 June 2025
At Freedom Ecotours Pty Ltd (ABN 27 673 416 030), your privacy is important to us. This Privacy Policy outlines how we collect, use, store, and share your personal information in accordance with the Privacy Act 1988 (Cth) and applicable industry partner requirements, including Viator, GetYourGuide, Reddit, and Ecotourism Australia.
1. What Personal Information We Collect
We may collect:
- Name, email, phone number
- Payment and billing details
- Booking history and preferences
- IP address, device, browser, and location data
- Marketing preferences and communication history
- Data received via third-party platforms (e.g. Viator, GetYourGuide)
2. How We Collect Your Information
We collect personal information when you:
- Book with us directly or via platforms like Viator and GetYourGuide
- Subscribe to newsletters or interact with marketing campaigns
- Contact us with questions or feedback
- Visit our website or social media
- Participate in surveys or competitions
3. How We Use Your Information
We use personal data to:
- Confirm and manage bookings
- Provide services and support
- Improve our website and services
- Communicate with you (marketing or service-related)
- Meet legal or regulatory obligations
We may use de-identified, aggregated data for analytical purposes.
4. Disclosure to Third Parties
We may share data with:
- IT service providers (e.g. web hosting, email systems)
- Government regulators (where legally required)
These parties are obligated to handle your data securely and lawfully.
5. Data Storage and Security
Your data is stored securely using:
- SSL encryption on our website
- Access-restricted systems
- Security monitoring and data integrity protocols
We comply with the Australian Notifiable Data Breaches scheme in the event of a data incident.
6. Cookies and Tracking
We use cookies and third-party tracking (e.g. Google Analytics, Meta Pixel) to:
- Analyse visitor activity
- Improve our website
- Deliver relevant advertising
You can manage cookies in your browser settings or opt out via tools like www.youronlinechoices.com.
7. Third-Party Platforms
When booking through or interacting with third-party platforms like Viator, GetYourGuide, or Reddit, their respective privacy policies also apply. We encourage users to review those separately.
8. Access, Correction & Deletion
You may request access to or correction of your personal data at any time by contacting:
📧 Email: [email protected]
📞 Phone: 1300 388 688
📍 Address: Berth 4A, Great Sandy Straits Marina, 17 Buccaneer Drive, Urangan, QLD, 4655
9. International Privacy Compliance: GDPR and CCPA
Although we are based in Australia, we recognise that users from jurisdictions such as the European Union (GDPR) and California (CCPA) may visit or book with us via international platforms.
We do not target our services directly to individuals in these jurisdictions; however, to the extent that we may collect limited personal data from EU or Californian users, we aim to uphold the principles of transparency, data minimisation, and security.
GDPR (General Data Protection Regulation – EU/UK)
- We process EU/UK personal data under legitimate interest, contract performance, or with explicit consent.
- You may request data access, correction, erasure, portability, or restriction of processing.
- For such requests, contact us at [email protected].
CCPA (California Consumer Privacy Act)
- We do not sell personal information.
- California residents may request:
- Disclosure of what personal data we collect
- Deletion of their data
- Information on how data is shared
- To exercise CCPA rights, email us at [email protected].
While we are not formally subject to these laws, we are committed to data protection and privacy best practices globally.
10. Changes to This Policy
We may update this Privacy Policy occasionally. The most recent version will always be posted on our website, and any significant changes will be communicated where appropriate.
11. Contact Us
If you have any questions, concerns, or complaints about your privacy or this policy:
📧 Email: [email protected]
📞 Phone: 1300 388 688
📍 Address: Berth 4A, Great Sandy Straits Marina, 17 Buccaneer Drive, Urangan, QLD, 4655