2022/2023 Southeast Asia River Cruising General Terms & Conditions
1.1 These terms and conditions (“Conditions”) form the basis of the contract between You and Scenic Tours Pty Ltd (“Emerald Waterways”, "Emerald Cruises", “Evergreen Tours”, “We”, “Us” or “Our”) (“Contract”). It is important that You read the Contract carefully to ensure that You understand Your rights and obligations. Your Contract may also include additional terms and conditions applicable to a special offer or promotion, and/or, depending on your Journey, Destination Specific Terms.
1.2 If Your Journey includes a Cruise, You will also be subject to the Cruise Conditions.
1.3 You confirm Your understanding and acceptance of the Conditions and the Contract by paying Your Booking Deposit or otherwise paying any part of the price of Your Journey. If you do not understand and accept the Conditions and the terms of the Contract, you should not make any payment to Us and in this case, we will cancel Your Booking in accordance with clause 3.3 of these Conditions.
1.4 If You make a Booking on behalf of any other person, You represent to Us that You have their authority to make the Booking on their behalf and to legally bind them to the terms of the Contract, including the Conditions. Each reference to “You”, “Your”, “Guest” or “Passenger” means the person who makes the Booking and each other person covered by the Booking.
1.5 Your Itinerary does not form part of the Contract.
1.6 We may amend these Conditions from time to time. If We amend the Conditions, We will publish the amended version on Our Website. We will also provide the current version of the Conditions to You upon request. You will be bound by the current version of the Conditions at the time You make Your Booking.
1.7 If Your Journey includes a Cruise, Your transportation on any river cruise vessel during Your Journey, will also be subject to the terms and conditions of the Operator of the vessel (“Operator Conditions”). Although the Operator may be related to Us, it is a separate legal entity and business and You will enter a separate contract (based on the Operator Conditions) with each Operator. The Operator Conditions are published on Our Website and are also available on request by contacting one of our team at the Customer Service Contact Address. It is important that You read the Operator Conditions carefully to ensure that You understand Your rights and obligations under them. You confirm Your understanding and acceptance of the Operator Conditions by paying Your Booking Deposit or otherwise paying any part of the price of Your Journey to Us.
1.8 All travel involves risks. We strongly recommend You take out comprehensive travel insurance with a reputable insurance company to cover You against risks associated with Your Journey including cover for loss of luggage, medical expenses and costs and expenses incurred due to cancellations, delays or other disruptions.
2. Meaning of Words
In these Conditions, the following words and expressions have the following meanings:
(a) “Booking” means the booking You have made with Us for the Journey.
(b) “Booking Deposit” means a booking deposit in an amount which We have notified You before You make Your Booking;
(c) “Captain” means the captain of a Cruise Vessel
(d) “Cruise” means a cruise constituting or forming part of Your Journey;
(e) “Cruise Director” means any person designated by Us as the cruise director for any Cruise.
(f) “Cruise Vessel” means a vessel used for the purpose of providing a Cruise.
(g) “Customer Service Contact Address” means the details for contacting Us set out in clause 14.1 of the Conditions.
(h) “Deposit Protection Plan” or “Platinum Protection Plan” means Our deposit protection plans as set out on Our Website and referred to in clause 13.1.
(i) “Destination Specific Terms” means terms and conditions specific to a particular Journey, as published in the Journey Brochure or on Our Website for the relevant Journey, or, where applicable, set out in clause 15 of these Conditions.
(j) “Drone” means an unmanned aerial vehicle or UAV, being an aircraft of any size that operates without a pilot on board.
(k ) “Force Majeure Event” means any act of God, war, terrorism, fire, flood or any other extreme weather conditions or act of nature, loss of power, epidemics or pandemics, industrial disputes, slow-downs or other strike activities, political unrest, riots or civil disturbances, prohibitions or acts of Federal, State, Territory, or Local government or, quasi-governments bodies or other authorities (including, in each case, their duly constituted or appointed agents), inability to obtain any necessary licence or consent and delays caused by sub-contractors, suppliers or other third parties (including telecommunications carriers), material shortages, any border closure by any country or any Australian States or Territory, or other disruption to the Journey beyond Our control.
(l) “General Waiver” means the general waiver available at Our Website.
(m) “Guest Contact Details” means Your contact details which You have provided to Us at the time of making Your Booking, as amended by any written notice You may provide to Us from time to time in accordance with clause 14.1 of these Conditions.
(n) “Itinerary” means the Itinerary for Your Journey issued by Us, subject to any amendments made by Us from time to time in accordance with the Contract.
(o) “Operator” means the owner or operator of a cruise vessel, who is a separate legal entity and business, whether or not related to Us.
(p) “Operator Conditions” means the Operator’s conditions of carriage for a Cruise vessel, which are available on our Website and otherwise on request to Us.
(q) “Personal Information” means information about You and any other person for whom You make a Booking, including Your name, address, phone number and other contact details, details of Your next of kin, Your passport number, credit or debit card details, and information about Your health, medical needs, dietary requirements and any disabilities or other special requirements.
(r) “Service Provider” means any independent contractor engaged by Us to provide a Journey or any part of a Journey, and includes an Operator.
(s) “Journey” means a journey or journey package offered or provided by Us.
(t) “Journey Brochure” means the brochure for Your Journey published by Us in hard copy or electronically and includes any amendments notified on Our Website from time to time.
(u) “Journey Departure Date” means the scheduled departure date for the Journey set out in Your Itinerary.
(v) “Tour Director” means any person designated by Us as the Tour Director for Your Journey.
(w) “Journey Price” means the total amount payable by You for the Journey. It includes the Booking Deposit.
(x) “Validity Period” means in respect of a Journey Brochure, the validity period stated in that brochure.
(y) “Website” means Emerald’s website at www.emeraldcruises.com.au.
(z) “Your Journey” means the Journey You have booked with Us, as outlined in Your Itinerary
(aa) "Future Travel Credit" means a credit Issued by Us to You if We cancel Your Booking as a result of the occurrence of a Force Majeure Event under clause 5.4 of these Conditions which may be redeemed against a future booking in accordance with clause 5.4(c).
3. Booking and Payment
3.1 You may make a Booking directly with Us or through a travel agent. Your Booking will be confirmed only when We have received:
(a) Your Booking Deposit; or
(b) if Your Booking is made 90 days or less before the Journey Departure Date, the Journey Price and all other amounts payable under the Contract.
3.2 Except as indicated in clause 3.8, We will notify You of the Journey Price and provide You with Your Itinerary at the time of making Your Booking.
3.3 A booking deposit of $100 per person must be paid within 24 hours. A further $900 per person to be paid within 48 hours. If we do not receive your booking deposit within 2 days of making the booking, we will automatically cancel your booking without further notice to you.
3.4 If You have made Your Booking through a travel agent, Your travel agent should forward Your Booking Deposit or Journey Price to Us on Your behalf. However, payments by You to Your travel agent are not considered to be payments by You to Us. We will consider payment has been received by Us only when We receive payment from Your travel agent.
3.5 Any accommodation, sightseeing or flights We book for You separately to those stated in Your Itinerary are not included in the Booking Deposit or Journey Price and You must pay both the deposit and full costs for such additional services separately to the Booking Deposit and Journey Price at the time which We notify You at or before You make Your Booking. Any requests for such additional services will not be processed until Your Booking Deposit is paid in full.
3.6 For some special offers, We may require payment of a further deposit before the balance of the Journey Price is due. We will notify You of any such requirement before You complete Your Booking and will confirm the payment details when we confirm Your Booking. You must make payment by the date notified by Us.
3.7 Except as required by law or in accordance with the Deposit Protection Plan, Booking Deposits are not refundable and are not transferable to other Journeys or Bookings.
3.8 If You make Your Booking within 90 days of Your Journey Departure Date, You must pay Your Booking Deposit before We can process Your Booking and confirm Your Journey Price. Your Booking is not confirmed until You have paid the Journey Price. We will notify You of the Journey Price promptly after We have calculated it. If You do not confirm Your acceptance of the Journey Price in writing within 7 days of receipt of notification from Us, You will be deemed to have rejected the Journey Price. If You notify Us that You have rejected the Journey Price or if You are deemed to have rejected the Journey Price, We will cancel Your Booking and refund Your Booking Deposit. If You accept the Journey Price, You must pay the outstanding Journey Price within 24 hours of Us notifying You of the Journey Price, or We will cancel Your Booking and retain Your Booking Deposit.
3.9 If clause 3.8 does not apply, You must pay to Us the balance of the Journey Price and all other amounts payable under the Contract no later than 90 days before the Journey Departure Date. If Your Journey includes a Cruise You must pay the balance of the Journey Price to Us no later than 90 days before the Journey Departure Date.
3.10 If You wish to change any incidental component of Your Booking, such as any pre or post-journey accommodation or add-ons, You must contact Us. We may accept or reject Your request at Our absolute discretion and if We accept, You must pay a change fee to Us for each change in accordance with clause 4.7(b) and any additional costs resulting from the change. Additional costs may include additional overnight accommodation required as a result of any change to Your flights.
3.11 You may cancel a Booking by sending Us written notice of cancellation at the Customer Service Contact Address. If You cancel a Booking You will be liable to pay a cancellation fee in accordance with clause 4.8.
3.12 A name change for a Guest or a change to the Journey Departure Date is considered a cancellation of the original Booking.
4. Prices, inclusions and fees
4.1 All Journey Prices are quoted in Australian Dollars.
4.2 If You pay Us by credit card a surcharge may be added, please enquire for details. There is no surcharge for payments made by cash, cheque or direct transfer to Our nominated bank account.
4.3 Your Journey Price includes all coach, rail and cruise travel set out in the Itinerary; the services of a Cruise Director, and/or Tour Director; meals as specified in Your Itinerary; accommodation; sightseeing and admissions; and where stated in Your Itinerary; port charges; all onboard gratuities and tipping; and any other specific inclusions identified in Your Itinerary.
4.4 Unless expressly listed in Your Itinerary as an inclusion, Your Journey Price does not include airfares; airline taxes; shore excursions on ocean cruises; additional optional activities; accommodation upgrades; meals not specified in Your Itinerary; drinks; laundry; passport fees; visas; vaccinations; medical assistance; government taxes and charges (excluding GST); or any items or expenses of a personal nature.
4.5 Unless stated as an inclusion in Your itinerary, overnight accommodation required to meet Your Journey and/or any flight connections are not included in the Journey Price and will be at Your expense.
4.6 We reserve the right not to honour any published prices that We determine were erroneous due to printing, electronic, or clerical error. If You make a Booking based on erroneous pricing, We will offer You the option of cancelling the Booking and receiving a refund of any amount paid by You or confirming the Booking by paying the difference between the erroneous price and the correct price, as determined by Us.
4.7 The following Fees are payable in addition to the Journey Price:
(a) If You book 21 days or less before the Journey Departure Date, You must pay a late booking fee of $50.00 per Booking.
(b) If You change Your Booking, other than by varying the Journey Departure Date, You must pay a change fee of $50.00 per Booking. This fee is on account of administrative expenses incurred by Us in changing Your Journey and is a genuine and reasonable estimate of Our expenses.
4.8 If You cancel Your Journey for any reason prior to Your Journey Departure Date (including by changing Your Journey Departure Date or the name of a Guest), You will be liable for the following cancellation fee:
| Days of notice prior to Journey commencement
|| Cancellation charge (per person)
| Over 91 days
|| Loss of deposit
| 90 to 62 days
|| 50% of Tour Price
| 61 to 0 days
|| 100% of Tour Price
You may also be liable to pay cancellation fees to air carriers and other third parties.
4.9 If using a Future Travel credit and You cancel Your Journey for any reason prior to 91 days of Your Journey Departure Date (including by changing Your Journey Departure Date or the name of a Guest), You will be liable to a cancellation charge of 100% of the Journey Price held as a Future Travel Credit, regardless of when you notify us. If the Future Travel Credit is not utilised within 24 months of the date of cancellation, the full amount will be forfeited. You may also be liable to pay cancellation fees to airlines and other third parties.
4.10 If using a Future Travel credit and You cancel Your Journey for any reason within 90 days of Your Journey Departure Date (including by changing Your Journey Departure Date or the name of a Guest), You will be liable to a cancellation charge of 100% of the Journey Price, regardless of when you notify us. You may also be liable to pay cancellation fees to airlines and other third parties.
4.11 We may vary Your Journey Price at any time before You have paid the Journey Price in full to the extent necessary to meet any increase in the Journey costs for reasons outside Our control, including airfares, fuel, government taxes and charges, exchange rate fluctuations or other Journey related costs or tariffs. We will not vary the Journey Price after We have received the total Journey Price from You, regardless of any increases in the costs incurred by Us. We will notify You of any such variation using the Guest Contact Details.
4.12 You are responsible for and must pay for all costs and expenses incurred by You as a result of any change made by You to Your Itinerary after Your Journey Departure Date. This includes changes due to illness or other personal reasons.
5. Cancellation, delays and changes to Your Itinerary
5.1 Although we reserve the right to cancel, delay or alter a Cruise for operational reasons, we will generally not cancel or consolidate a Cruise due to lack of passenger numbers. However, if minimum passenger numbers are not met, we reserve the right to limit the facilities, amenities and activities available on the Cruise Vessel.
5.2 We will endeavour to make any decision to cancel or delay a Journey or Cruise, and to notify You of that decision, at least 60 days prior to the scheduled Journey Departure Date.
5.3 If We cancel or delay the departure of a Journey by 7 days or more before departure for any reason other than as a result of the occurrence of a Force Majeure Event:
(a) We will use reasonable endeavours to offer You the closest available journey or cruise departure. If the proposed alternative journey or cruise is:
(i) cheaper than Your original Journey Price, We will refund the difference to You; or
(ii) more expensive than Your original Journey Price, You must pay the difference to Us;
(b) if You accept the proposed alternative journey or cruise, Your Itinerary will be amended accordingly and We will give You an updated Itinerary;
(c) if You do not accept the proposed alternative journey or cruise within 7 days of being notified by Us of the alternative, We will cancel Your Booking, refund to You all monies paid directly to Us and will have no further liability to You; and
(d) We are not liable for any third party costs You may incur, which We have not booked on Your behalf, for example airfares or other arrangements booked independently through or paid to a travel agent.
5.4 If, as a result of the occurrence of a Force Majeure Event, We;
(a) cancel or delay the departure of a Journey prior to the journey start date We will:
(i) cancel Your Booking and terminate the Contract;
(ii) issue You with a Future Travel Credit to the value of all monies You have paid directly to Us for the cancelled Booking; and
(iii) not refund any amounts You have paid directly to Us for the cancelled Booking;
(b) cancel a Journey after commencement We will:
(i) cancel Your Booking and terminate the Contract; and
(iii) not refund any amounts You have paid directly to Us for the cancelled Booking;
(c) issue a Future Travel Credit to You:
(i) You may apply It towards any future booking for a Journey with a Journey Departure Date within 24 months after the date on which We cancel Your Booking subject to availability and any Future Travel Credit capacity limits applicable to your selected Journey or cruise;
(ii) If your original booking was for an ocean or river cruise, the Future Travel Credit can only be applied to available ocean and river cruises within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours).
(iii) If your original booking was for a land Journey, the Future Travel Credit can be applied to available land Journeys or ocean and river cruises within the Scenic Group (Scenic Luxury Cruises & Tours, Emerald Cruises and Evergreen Cruises & Tours);
(iv) You may, with our prior written consent, which we will not unreasonably refuse, transfer it to another person to apply towards any future Booking for a Journey with a Journey Departure Date within 24 months after the date on which We cancel Your Booking;
(v) its use for any future booking Is subject to availability;
(vi) It cannot be applied against stand-alone products or upgrades from third parties or Service Providers (as defined in clause 2) in conjunction with the standard Journey itinerary
(vii) It Is not redeemable in whole or in part for cash and will expire to the extent It Is not used; and
(viii) You (or the person to whom It Is transferred) must pay any shortfall between the value of the Future Travel Credit and the Journey Price for the new Booking in accordance with clause 3 of these Conditions.
5.5 We will use reasonable endeavours to provide the Journey You have booked in accordance with Your Itinerary. However, due to the nature of travel, it may not always be possible for Us to adhere strictly to Your Itinerary and the Operator may need to make alterations to the Journey or Your Itinerary, before or after the commencement of the Journey. Where, due to circumstances outside the Operator’s control, We are unable to provide the Journey in accordance with Your Itinerary,
We will use reasonable endeavours to:
(a) give You reasonable notice of any alterations, but there may be circumstances beyond Our control in which alterations will be required with little, or no, advance notice; and
(b) provide or arrange appropriate alternative activities, transport and accommodation as required.
5.6 The circumstances in which Your Itinerary or the Journey may be altered include:
(a) tidal waters or high or low water levels in any ocean or sea, river, canal, bay, cove or port;
(b) port closures or port restrictions due to weather or other operational reasons
(c) lock closures, unscheduled vessel maintenance or other operational reasons;
(d) ocean, river, ice or weather conditions;
(e) national or local holidays affecting the closure of public buildings or attractions;
(f) Force Majeure Events;
(g) emergency events, accidents, injuries or other incidents involving You or other passengers; and
(h) any other event beyond Our control.
5.7 Alterations to Your Itinerary or the Journey may include:
(a) substitution of vessels for part or the whole of a Journey;
(b) cabin changes on a vessel;
(c) substitution of another port or anchor location;
(d) additional embarkations and disembarkations;
(e) substitution of alternate transportation, including the use of motor coaches;
(f) substitution of hotel accommodation for accommodation on a vessel;
(g) alterations to arrival and departure times;
(h) alterations to sightseeing activities; and
(i) reductions or increases in the time spent at a location.
5.8 If We or the Operator substitute any vessel, motor coach or accommodation under this clause 5, We or they will use reasonable endeavours to provide You with a substitution of equivalent specification or quality, but some services and facilities may not be available for all substitute arrangements.
5.9 Any changes to Your Itinerary will be notified to You:
(a) if prior to Your Journey Departure Date, by phone, email or post using the Guest Contact Details or via Your Travel Agent; or
(b) if during Your Journey, personally by Your Cruise Director or Tour Director.
5.10 To the maximum extent permitted by law, You agree that We are not liable to You for, and You release Us from, any cost, claim, loss, damage or expense whatsoever arising either directly or indirectly in connection with any alteration to Your Itinerary or substitution carried out in accordance with this clause 5, including without limitation any:
(a) claim for distress, disappointment or loss of enjoyment arising from the alteration;
(b) additional personal expenses incurred by You, including for food, beverages and personal items; or
(c) costs associated with any other travel arrangements affected by the changes, including any costs and expenses incurred by You for cancelling or changing those other arrangements or arising from a failure to meet a connection.
6. Your Journey obligations
6.1 For the comfort and safety of You and Your fellow passengers and other people, You must follow the Captain and Cruise Director’s instructions at all times.
6.2 If We, the Captain or Cruise Director or Our staff or any Service Provider consider You are negatively affecting Your own health, safety or enjoyment, or that of other passengers, including by refusing to comply with instructions of the Captain or the Cruise Director, We may terminate the Contract and withdraw You from the Journey with immediate effect. If it is reasonably practicable to do so, the Captain or Cruise Director will provide a warning to You and allow You an opportunity to rectify Your behaviour before We withdraw You from the Journey.
6.3 If You are withdrawn from the Journey under clause 6.2, You must make Your own travel and other arrangements at Your own expense and We are not liable to You for any loss, cost or damage You may suffer or incur.
6.4 You must have a valid passport with an expiry date of at least six (6) months after the last scheduled day of Your Journey.
6.5 You must ensure that You obtain prior to the Journey Departure Date all required entry visas for all countries to be visited during the Journey, as failure to obtain correct documentation may affect Your participation in certain shore excursions and entry to certain countries during the Journey.
6.6 If You do not have the correct visa or other documentation necessary to enter a country or participate in any aspect of a Journey (“Documentation”):
(a) We will not refund to You all or any portion of the Journey Price; and
(b) You will be responsible for any costs You incur as a result of Your failure to obtain the required Documentation, including any costs associated with re-joining the Journey.
6.7 If You are unhappy with something that does or does not happen on Your Journey, You must first use all reasonable endeavours to negotiate with Us in good faith to settle the dispute before commencing proceedings in any court or tribunal. In the first instance You should raise Your concern with the Tour Director or the Cruise Director as soon as reasonably practicable, as it may be possible for them to take steps to resolve Your concern with minimal delay.
7. Notification of General Risks
7.1 You acknowledge and agree that there are general risks associated with travelling, which are beyond Our control and We are not liable to You for any loss, cost or damage You may incur as a result of these general risks. Such general risks include:
(a) Journey variations or interruptions caused by road, river, ocean or sea, ice or weather conditions; national or local holidays affecting the closure of public buildings and attractions; Force Majeure Events; tidal water levels, high water levels; low water levels; flooding; unfavourable ice, or weather conditions; port or lock closures; unscheduled vessel or vehicle maintenance; or any unforeseen events or emergency situations
(b) changes to the Journey and Your Itinerary in the circumstances described in clause 5.6;
(c) forces of nature; illness; flight schedule changes or cancellations; loss of luggage; epidemics or pandemics; political unrest; accidents; acts of terrorism or other criminal acts; changes to government visa or travel requirements; or
(d) other circumstances beyond Our control.
7.2 You must make Your own enquiries regarding Your Journey, including being aware of any relevant government travel safety warnings.
8.1 Nothing in these Conditions or the Contract operates to exclude, restrict or modify the application of any provision of the Competition and Consumer Act 2010 (Cth), including the Australian, or New Zealand Consumer Law, or any equivalent State or Territory legislation, the exercise of a right conferred by such a provision, or any of Our liability for breach of a guarantee, condition or warranty implied by such a provision, where it is unlawful to do so. All exclusions and limitations of Our liability under the Contract must be read subject to this clause.
8.2 You acknowledge and agree that We accept no responsibility and will not be liable to You (or any third party) for any loss, cost or damage (including loss of enjoyment) suffered directly or indirectly in connection with:
(a) any Journey risks or other aspects of the Journey disclosed to You in the Contract;
(b) any change to Your Itinerary or delays in departure or arrival times of aircraft, vessels or otherwise during the conduct of the Journey;
(c) any loss or damage to Your baggage or belongings;
(d) any personal injury or death resulting from the acts or omissions or negligence of any third parties providing goods or services to You during the Journey, including air carriers, hotels, shore excursion operators, restaurateurs, transportation providers and medical personnel; or
(e) any disappointment or loss of enjoyment due to circumstances outlined in the Contract or otherwise beyond Our control.
8.3 Subject to clause 8.1, but despite any other provision of the Contract, and to the extent permitted by law, Our maximum liability to You or any third party (including any claims of negligence by Us) is limited to the Journey Price You have paid to Us.
8.4 To the maximum extent permitted by law and subject to clause 8.1, You acknowledge and agree We are not liable to You, under any circumstances, for any loss of enjoyment, opportunity, profit, savings, revenue or interest or any other consequential or indirect, incidental, special or punitive loss, damage or expenses.
8.5 You acknowledge and agree that We are not liable for any delay or failure by Us or a Service Provider to perform Our obligations under the Contract, resulting from or as a consequence of a Force Majeure Event.
8.6 If a delay or failure occurs or is anticipated due to Force Majeure Event, Our obligations are suspended for the duration of the Force Majeure Event.
8.7 We may immediately terminate the Contract, if the Force Majeure Event delays performance of the Journey for a period of 7 days or more, calculated from the date We notify You of the Force Majeure Event.
8.8 To the extent permitted by law, all express or implied warranties, guarantees, representations, or terms are expressly excluded. Where the law implies any guarantee, condition or warranty which cannot be excluded, Our liability to You for breach of such an implied guarantee, condition or warranty is limited, to one or more of the following at Our option:
(a) in the case of goods: the repair of goods, replacement of goods, the supply of equivalent goods or the cost of repair, replacement or supply of equivalent goods; or
(b) in the case of services: supplying the services again or payment of the cost of supplying the services again.
8.9 Subject to clause 8.1, You acknowledge and agree that where Your Journey, any part of Your Journey, accommodation, flights or any other good or service are not directly provided by Us, but is provided by a Service Provider, in the event of any dispute or claim including for loss, damage, breach of contract or negligence arising from the conduct of the Service Provider, You must pursue Your claim directly against the relevant Service Provider.
9. Force Majeure Event
9.1 If the performance of Our or a Service Provider's obligations is prevented, delayed or materially affected by the occurrence of a Force Majeure Event, those obligations are suspended for the duration of the Force Majeure Event.
9.2 We may cancel or delay a Journey as a result of the occurrence of a Force Majeure Event which prevents, materially affects or delays, or which we reasonably determine is likely to prevent, materially affect or delay, Our or a Service Provider's ability to provide the Journey:
(a) in accordance with the Contract; or
(b) to a standard which We consider will meet the reasonable expectations of the Journey participants.
9.3 We will use reasonable endeavours to give You notice as soon as reasonably practicable of the occurrence of a Force Majeure Event that prevents, materially affects or delays, or Is likely to prevent, materially affect or delay, the performance by Us or a Service Provider of our obligations under the Contract.
9.4 If we cancel or delay a Journey in the circumstances described in clause 9.2:
(a) to the maximum extent permitted by law, Your sole and exclusive rights and remedies will be those set out in clause 5.4 of these Conditions;
(b) You acknowledge and agree that We are not otherwise liable for any delay or failure by Us or a Service Provider to perform Our obligations under the Contract, resulting from or as a consequence of the Force Majeure Event.
10. Privacy and Data Protection
10.1 In order for Us to process Your Booking and provide the Journey to You, You will need to provide to Us, and We will need to use Personal Information. We will need to provide Your Personal Information to Service Providers, as well as customs and immigration authorities. We may also provide Your personal Information to security and credit checking organisations. Some of the persons to whom We provide Your Personal Information are located overseas, including in countries that may not provide the same level of protection of Personal Information as Australia and New Zealand. By making a Booking You give Us Your consent to use and disclose Your Personal Information in the manner described in this clause 10.1.
10.2 We may also use Your name and the Guest Contact Details for marketing purposes, unless You tell Us that You do not want Us to do so. You may do this by contacting the Customer Service Contact Address.
11. General Provisions
11.1 We may only waive a right or remedy created under these Conditions in writing. Our delay in exercising a right or remedy does not constitute a waiver of that right or remedy, nor does any waiver by Us (either wholly or in part) operate as a subsequent waiver of the same or any other right.
11.2 The Contract is governed by the laws in force in New South Wales.
11.3 The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts competent to hear appeals from those courts.
11.4 Any term which is, by its nature, intended to survive termination of the Contract survives termination.
11.5 In these Conditions, unless the context otherwise indicates a contrary intention:
(a) headings are for convenience only and do not affect interpretation;
(b) singular includes the plural and vice versa;
(c) a reference to a party includes its successors, permitted assigns, administrators and substitutes;
(d) where a word or phrase is defined, its other grammatical forms have the corresponding meaning;
(e) the word ‘include’ in any form is not a word of limitation;
(f) no rules of construction apply to Our disadvantage on the basis that these Conditions or the Contract were prepared by Us;
(g) a reference to a natural person includes their personal representatives; and
(h) a reference to a body (including institute, association or authority) which ceases to exist or whose powers or functions are transferred to another body is a reference to the body which replaces it or which substantially succeeds to its powers or functions.
11.6 The Journey Brochure is valid for Journey Departure Dates during the Validity Period unless otherwise indicated in Your Itinerary, and supersedes all previous brochures.
12. Important notices about Your Journey
12.1 Journey Participation
(a) Special needs: We welcome You if You have a disability or other special need, provided You are accompanied by a companion capable of providing all the assistance You require. Please note that although We will use reasonable endeavours to provide You with all the activities on Your Itinerary, depending on Your disability, You may not be able to participate in every activity and the Tour Director or Cruise Director will have the right to refuse Your participation if the Tour Director or Cruise Director believes Your health and safety or the health and safety of any other person may be impacted by Your participation. You must advise Us (or Your travel agent) of any disability, medical condition or dietary requirement at the time of Booking.
(b) Facilities: It is important to note that:
(i) some cruise ships do not have elevators, and ships that are equipped with elevators may not have elevator access to all decks;
(ii) wheelchair passengers should be aware that cabin doors, rest rooms and corridors may not be wide enough to provide access for standard wheelchairs;
(iii) requests for disabled rooms must be made at the time of Booking and are subject to availability;
(iv) for safety reasons, passengers in wheelchairs cannot be carried on boarding ramps (which may be steep due to water levels) whilst the vessel is tied up or at anchor, or on to motor coaches; and
(v) wheelchairs and walkers can be carried in the luggage compartment of motorcoaches subject to space limitations.
(c) Our discretion: We may, in Our absolute discretion, decline Your Booking if We are of the view that:
(i) We cannot adequately provide for any or all of Your special needs;
(ii) Your health, safety or enjoyment, or that of any other passengers attending the Tour may be at risk; or
(iii) You cannot or will not abide by any reasonable directions of the Tour Director or Cruise Director.
If Your Tour includes a Cruise, the following provisions apply:
(a) Deckplan: The deck plan, cabin sizes, images, inclusions and layout in the Tour Brochure are indicative only and may vary. Pictured representations of cabins or rooms in Tour Brochures are not drawn to scale.
(b) Cruise Cabins: Your Tour Price is based on the Cabin category indicated in the Tour Brochure. Upgrades are subject to availability and will be at an additional cost.
(c) Shore Excursions: Shore excursions provided by independent third-party Service Providers are at Your own expense and can be purchased prior to Your Tour Departure Date. We recommend booking shore excursions at least 120 days prior to Your Tour Departure Date.
(d) Dinner Reservations: Dinner times are scheduled on board. Preferred meal times may be requested at time of booking and are subject to availability.
(e) Photography: Our tours offer some of the most spectacular and beautiful photographic scenery in the world. However, We cannot guarantee that every scene or highlighted featured in a Tour Brochure or Itinerary will be available on each Tour. No refund or other compensation will be available for any resulting missed scene or photographic “opportunity”.
(f) Smoking: Smoking is limited to designated smoking areas during Your Tour.
(i) You acknowledge that We may restrict smoking to specific times and locations during Your Cruise for the comfort of all passengers.
(ii) Smoking is not permitted on coaches or such other places as nominated by Us from time to time.
(iii) Although We will use reasonable endeavours to ensure there are opportunities for You to smoke during the Tour, We cannot guarantee such opportunities will be available.
(g) Noise, vibration and odour: While the Operators take reasonable steps to minimise noise, vibration and odours on the cruise vessels, You acknowledge and accept that some noise, vibration and intermittent odours may be experienced on vessels, and that We accept no responsibility, and will not be liable to You in relation to any such noise, vibration or odour.
(h) Docking Position: During port stops, vessels may dock side by side, obstructing views and requiring You to pass through other vessels to embark and disembark. You agree and acknowledge that You will have no claim in respect of any such matters.
(i) Medical Services:
(i) River cruise ships do not carry a doctor on board (except in Russia), however medical services may be called at Your own expense.
(ii) Due to the large number of passengers on board, We cannot provide a personal escort for medical visits.
(iii) We are not, and our Service Providers and the Operators are not, liable regarding the provision of any medical care You may require or choose to accept during your Tour.
(j) Currency and credit cards
(i) All purchases on board a charge to Your shipboard account. The on-board currency on river cruises is the US Dollar.
(ii) Shipboard accounts may be paid by US Dollar or credit card.
(k) Internet Service: Internet facilities are available on board your cruise at no additional charge.
(i) Complimentary Internet service does not apply to any third-party suppliers.
(ii) Internet availability and quality may vary from country to country and can also be affected by technical issues, weather or unfavourable terrain and other factors outside Our control.
(iii) We do not guarantee the availability or quality of Internet connections or services.
(l) Beverages: If Your Tour includes an all-inclusive beverage package, the following provisions apply:
(i) Beer, wine and soft drinks are available with meals while cruising on the Emerald Harmony.
(ii) Any additional drinks may be purchased on board. Beverage packages will also be available for purchase on board.
(iii) Responsible service of alcohol is adhered to by all staff on board of all vessels and We reserve the right to refuse service.
(a) General prohibition: Unless provided by Us or an Operator as part of an organised activity during Your Tour, the use of Drones is strictly prohibited at all times on Your Tour.
(b) Legal restrictions: You should also be aware that, in addition to the prohibition in paragraph (a), the use of Drones is regulated or prohibited by law in many locations and unlawful use may result in arrest or prosecution by the relevant authorities.
(c) Organised Activities: If We or an Operator allow You to operate a Drone as part of an organised activity during Your Tour, You must strictly comply with all instructions of the activity leader.
13. Additional Important Information
13.1 Air Travel and baggage
(a) Airfare Conditions
(i) All airfares are subject to availability and conditions apply.
(ii) Our reservations consultant will book an appropriate fare for Your Journey.
(iii) Some discounted airfares have conditions which make them unsuitable to be used in conjunction with Our journeys. Full details and conditions may be obtained from Our reservations consultant or Your travel agent. If You have any questions or concerns please contact Our reservations consultant or Your travel agent.
(iv) Airfares booked as part of Your Journey will be through an appropriate route although may not be a direct flight; some included flights are unescorted. If You request a customised route or direct flight You will be responsible for all additional costs.
(v) Depending on departure date and time of booking the required booking class for airfare offer may be too far in advance to book with the appropriate airline. If the required booking class is unavailable air surcharges may apply. The flight quote including air taxes and surcharges will be confirmed once all air sectors are booked and confirmed.
(vi) Taxes are defined as all airline and government taxes and surcharges. Taxes are subject to change and will be advised at the time of flight reservation.
(vii) All flights are subject to schedule changes and class downgrades as determined by the operating airline. You acknowledge and agree that We accept no responsibility and will not be liable to You for any costs associated with these changes.
(viii) All airfares are subject to availability and scheduled for travel to meet the Journey Departure Dates set out in the Journey Brochure. Any requests outside of the journey dates may incur seasonal surcharges as enforced by the airline.
(b) Airport Transfers
(i) Passengers who have purchased Our pre and post Journey hotel accommodation and airfares will be provided airport transfers to/from their hotel in the Journey start or end city only, on the day of the pre or post accommodation booking.
(ii) If You do not book Your flights with Us, You must ensure Your flight details are provided to Us at least 60 days before the Journey Departure Date by:
(a) entering Your flight details at the trip personaliser on the Website; or
(b) contacting Us at the Customer Service Contact Address.
(iv) No refund will be given for unused transfers. Transfers cannot be routed to other pick-up points or destinations.
(v) If You miss the pre-booked transfer You will be responsible for making Your own way to the Journey departure point, at Your own expense.
(vi) Unless expressly stated in Your Itinerary, airport transfers may be group transfers scheduled to coincide with multiple flight arrival and departure times.
(c) Carriers: The carriers (including air carriers, rail and sea carriers used in association with the journeys) are not responsible for statements or features in Journey Brochures. The conditions of carriage of each carrier constitute a separate contract between You and the carrier and We have no responsibility in relation to contracts between You and the carriers and only act as agent in arranging services from the carriers.
(i) Journey participants are entitled to one suitcase per person. Your suitcase must not exceed 76 x 53 x 28cms (30’’ x 21’’x 11’’) and must not weigh more than 23kg (50lbs). All luggage must be stored in your suite; there are no additional luggage storage facilities available.
(ii) Airline passengers should consult with their airline as size and weight restrictions may vary from airline to airline and according to the class booked.
(iii) It is Your responsibility to ensure Your luggage complies with these requirements and You acknowledge that We, contracted carriers or Service Providers may elect not to carry overweight items.
(iv) You will be responsible for any excess baggage charges.
13.2 Sightseeing, Excursions and Special Activities on Journey
(a) Sightseeing: Sightseeing in many historic villages, towns and cities can only be undertaken by walking journeys as motorcoach access is not possible. Consequently, a reasonable level of fitness is required as the sightseeing journey may involve steps and extensive walking over uneven surfaces.
(b) Mountain Excursions: Some journeys include mountain excursions involving high altitudes. Please consult with Your doctor to ensure that You have an adequate level of fitness and are in good health before participating in these excursions.
(c) DiscoverMORE Optional Journeys: Additional activities undertaken by You such as sightseeing journeys purchased by You in addition to those activities outlined in the Journey Brochure during Your Journey are not included in Your Journey Price and incur an additional cost. Additional activities are subject to availability, seasonal and operational factors and must be pre-booked prior to Your departure. Some activities require a minimum and maximum number of participants to operate.
13.3 Passenger Requirements
(a) Special Diets: You must advise Us in writing of any and all special requests and dietary requirements at the time of Booking. We will make every reasonable effort to accommodate Your dietary requests but cannot guarantee that such requests can be met.
(b) Vaccinations: It is Your responsibility to ensure You have all required vaccinations for Your Journey and We recommend You refer to www.smarttraveller.gov.au for full details and also consult Your doctor.
(c) Medical Conditions: We strongly recommend a visit to Your doctor prior to Your journey.
(d) Solo Passengers and Single Accommodation
(i) Prices quoted in Journey Brochures are on a twin share basis. If Your Booking is not a twin share booking We will notify You of the applicable single supplement rate (Single Supplement Rate), and You must pay the Single Supplement Rate for the Journey, at the time of Booking.
(e) Young Passengers:
(i) Passengers under the age of 18 years (as at the Journey Departure Date) must be accompanied by an adult and share their accommodation with an adult.
(ii) Children under the age of 12 years are not encouraged and are accepted or rejected at Our sole discretion.
13.4 Maps, Pictures and Images
(a) Maps: Maps or journey depictions contained in Journey Brochures or any other brochures We issue are intended as an indication only and should not be relied upon as the actual route to be taken during the Journey.
(b) Images: All images in Journey Brochures represent typical scenes and descriptive detail for each journey, however it is possible that the particular subject matter may not be seen or experienced on Your Journey. Also, some pictures may have been digitally enhanced.
13.5 Hotel Accommodation
(a) Substitution: We may substitute hotel accommodation of a similar standard in the place of the advertised hotel due to hotel availability issues. Any changes will be notified once confirmed with the hotel.
(b) Responsibility: Although We have taken reasonable steps to secure the most suitable hotel accommodation in the area of the Journey, We are not liable to You for the quality, size or fitness of hotel rooms.
13.6 Deposit Protection Plan & Platinum Protection Plan
Our Deposit Protection Plan is available at a cost of $125 per person per Journey excluding Amazon cruises, Galapagos cruises, Russian cruises and Russian cruises and journeys. The cost is non-refundable and must be paid at the time of Booking Your Journey. The Deposit Protection Plan does not, nor is it intended to, replace travel insurance. Details and terms and conditions of the Deposit Protection Plan are available on Our Website.
The Platinum Protection Plan (“PPP”) is available for new river and ocean cruising bookings for travel after 1 January 2022 for Scenic and Emerald Cruises (“Eligible Booking”). By adding this plan, you are covered if you unable to travel due to health reasons, or your travel plans are impacted by COVID-19, up to 31 days prior to departure with a 100% refund (less airline cancellation fees and PPP cost), or a 70% refund between 15 and 30 days prior to departure (less PPP cost). The PPP must be purchased together with the Eligible Booking at time such booking is made and may not be added at a later date. The PPP is provided at a cost of $395 per person per river cruise, $495 per person per cruise on Emerald Cruises yacht cruising and $595 per person per cruise on Scenic Eclipse voyages (“PPP Fee”).
14. Contact Details
14.1 To make, change or cancel a Booking or to make any enquiries regarding a Booking or to otherwise give Us any notice in accordance with the Contract, You should contact Our customer service centre as follows:
Telephone: 1300 286 110
Address: 25 Watt St, Newcastle NSW 2300
New Zealand –
Telephone: 0800 003 535
Address: Level 1, 22-28 Customs Street East, Auckland 1010, New Zealand
This is the Customer Service Contact Address.
14.2 Our customer service centre is open from 7.30am to 6.00pm Monday to Friday and 9.00am to 1.00pm Saturday (excluding public holidays in New South Wales) (Sydney time). Although We hope You won’t need it, Our after-hours emergency number when calling in Australia is freecall 1800 620 105. Other emergency contact details are included in Your travel documents. New Zealand emergency phone 0800 441 611. Our New Zealand customer service centre is open from 8.30am to 8.00pm Monday to Friday and 11.00am to 3.00pm Saturday (Auckland time).
14.3 If You need to contact Us during Your Journey, We recommend that if it is practicable to do so, in the first instance You should try to contact the Tour Director or Cruise Director. Depending on the purpose of Your contact, they may be able to assist You, but otherwise they may direct You to contact Our customer service centre.
14.4 We will use the Guest Contact Details if We need to contact You before the Journey Departure Date. It is therefore very important that You keep the Guest Contact Details up to date and notify Us immediately of any changes. To update Your Guest Contact Details, please contact Us at the Customer Service Contact Address.
15. Destination Specific Terms
15.1 (a) if you book Your Tour and pay Your Booking Deposit by 30 November or until sold out, whichever comes first, you may be eligible to receive at Our discretion, one of the following offers:
(i) Earlybirds – amount depending on the itinerary selected as set out on pages 32-37.
(ii) Super Earlybirds – Pay in full 12 months before departure to receive additional 10% discount on your cruise and cabin cost, minus any port charges and taxes, when taking a balcony cabin or higher. Minimum discount is advertised on pages 32-37.
(iii) Complimentary Deposit Protection Plan – valued at $125 per person. If you have to cancel between booking, and 90 days before departure, your deposit, minus any third party fees, will be held in credit for 24 months.
(iv) Solo Travellers – Pay no single supplement on a European River Cruise of 15 days or more (EWCR) or 8 Day French River Cruise (EFRC) in an Emerald Stateroom or book a Category A Emerald Balcony Suite and save up to $8,015 off the single surcharge.
(v) Early Payment Discount – book and pay Your cruise in full 12 to 6 months prior to departure date to save up to 10% per couple on Your Tour Price.
15.2 Visas: A visa is required to visit Vietnam, China, Cambodia and Laos. For Vietnam and China, a Visa or Visa Approval letter must be obtained prior to departure. For other destinations a visa can be purchased upon arrival.