CUSTOMER SATISFACTION POLICY
We strive to provide you with the best possible service and offer you every possible opportunity to work out any disputes or issues that may arrive.
Your satisfaction is important to us.
PLEASE if you were in any way not satisfied with the services you received, let us know while you are still in Exmouth town so we can work it out with you. It is so much easier to make you happy if we know while you’re in Exmouth WA, than after you get home. We’re only a phone call away. You can call us free from your accommodation at FREE CALL :1800 411 860.
On the other side of the coin, if you had a great time, and we’re sure you will, please drop us a note write a 5 star review on tripadvisor the page for that can be located here .
As we strive for excellence and to over deliver on our tour experience for our guests,
from the Trip Advisor link please feel free to comment on;
- Your perceived value for money,
- Our standard of cleanliness,
- Your level of comfort,
- Our staff competency and manner i.e. friendliness and knowledge,
- Our accuracy of marketing,
- The natural environment focus of operation,
- The provision of conservation initiatives (were your guests made aware of group transport, renewable energy, water conservation, recycling etc),
- The educational opportunities we provided over tour and our and level of cultural and environmental sensitivity of the area.
We’re always happy to hear your amazing stories and see photos of your day. If you see something cool, send it our way, we’ll put it in our photo gallery!
Pricing and Payment Policy:
All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 12/06/2012. Product prices are regularly updated as market conditions change.
No bookings will be taken or held as tentative without payment of a 25% deposit with a full payment of the tour required 7 days prior to the tour date.
Please note, valid discounts will only be accepted at time of booking. If valid discounts are presented after time of booking or after the tour, the discount will not be applied.
Acceptance payment options – Cash and Debit cards (in retail store only), Visa or MasterCard (surcharge applies for credit card payments), direct transfer (please contact our customer support centre on 1800 411 860 or send us an email to [email protected])
Customer Service Policy:
Ningaloo Whaleshark-n-Dive is committed to providing exceptional customer service and quality tours. We endeavour to make sure that all prices for tours and cruises listed on our website are true and correct though are subject to variation without notice including discounts.
Cancellation and Refund Policy:
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, or are different to the product purchased on the website. Please keep your proof of purchase, e.g. your receipt.
Tours: If you need to cancel your tour with us and are 14 days before the tour departure date and time, you will be eligible for an alternative date tour voucher of the same value valid for 2 years from the cancelled tour date.
Note: Due to the nature of our industry, all cancelled tours can only be strictly refunded in the form of a tour voucher to the same value with a validity date of two years.
Ningaloo Whaleshark-n-Dive accept no liability for personal illness such as seasickness and no refund will be given in this instance.
All our tours are subjected to weather conditions and minimum numbers are required.
Whale Sharks and all of the other animals that inhabit Ningaloo Reef are completely wild and are not trained, encouraged or coerced in any way to interact with passengers or crew.
Therefore they can at times be unpredictable and the location and/or duration of time taken to locate them cannot be guaranteed or predicted by Ningaloo Whaleshark-n-Dive. Some marine animals are seasonal and we do not guarantee that passengers will see all or in rare cases any of them.
In the unlikely event that we do have a no sighting of a whale shark, we do have a no-sighting policy in place with two options to suit most circumstances.
*No sighting guarantee is valid for all tours from the season start up to 31st of July every year thereafter revert to Ningaloo Eco Tour Product T&Cs.
One of the following options may be chosen by passengers who have paid as snorkelers. Observers are not entitled to a repeat tour.
- A free repeat tour on the next available seat which may or may not be the following day.
- A transferable repeat voucher valid for the remainder of the current season and the following 2 full seasons. This voucher can be used by the passenger or transferred to another person of the same passenger eligible for a ticket of the same or lesser value.
These charters all subject to the following rules of etiquette, at the discretion of our skippers/captains. You may not be allowed on the boat if you:
1) Show signs of intoxication
2) Show signs of infectious disease
3) Are pregnant or otherwise physically at-risk for adventurous activities
4) Are unruly or otherwise disrupt the enjoyment of the other participants or put the crew at risk in any way
This list is not all-inclusive, and enforcement is the sole responsibility of the captain or crew. If the captain crew determines that there is a violation of any safety or health standard, we cannot be responsible for a refund.
If the boat shown on the website is not available on the day of the charter for any reason, we will substitute another boat of the same size and quality. We cannot 100% guarantee that you’ll be on the exact boat shown in the pictures, but your boat will be of top quality.
Ningaloo Whaleshark-n-Dive is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalise your booking experience with us.
The services advertised on this website are provided by independent contractors and not agents or employees of Ningaloo Whale Shark n Dive or its affiliates. Ningaloo Whale Shark n Dive., or its affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefrom.
The Website works as a middle-agent between the client and the operator of services listed on the Website. As such, the Website creates the necessary commercial connections in compliance with its own service and quality standards to provide services such as, but not limited to, fishing and snorkelling charters. Only the most reputable suppliers are selected for this purpose. However, the Website cannot be held liable for their acts, omission, wrongdoing or other. Travel services are subject to the conditions set by those suppliers, and their liability may, in turn, be limited by their tariffs and conditions of service. The Website acts only in its role of agent for the client or for the supplier of the goods and services rendered and as such, does not keep any legal authority or control over the operator?s personnel, assets, operation and/or property.
The Website herewith declares that:
(a) Photographic material published on its Website is intended to render a general depiction of the service in question and by no means can be guaranteed that the service will be supplied exactly as depicted.
(b) Travel services descriptions are regularly updated for a depiction of the product as close to reality as possible. However, the Website cannot be held accountable for variations occurring upon your arrival at the travel service site.
(c) The Website will reserve the right to deny the supply of a service to any client at any given moment if and when it considers convenient to do so.
(d) Any claim or comments that the client should present about the services received must be submitted in writing within a period of time no longer than 14 days from travels end date.
The Website will not assume liability for any claims, costs or expenses arising from personal injuries to the client or third parties, or caused by accidents, fatalities, loss or damage to personal property, lack of enjoyment or claims over emotional and mental states such as upset, disappointment, anguish, distress or frustration, or any other damage, whether physical, mental or emotional, arising from the following:
(a) Acts committed or omissions caused by any party other than the Website or its employees.
(b) Illness, theft, labor disputes, mechanical failures, quarantine, government actions, weather or any other circumstance beyond direct control of the Website.
(c) The bookers / client’s failure to obtain the required travel documentation such as, but not limited to, passports, visas and certificates, in which case no refund will be granted.
(d) The client’s failure to comply with travel instructions such as, but not limited to, tour dates and times, meeting locations, or other instructions.
(e) Changes to, or cancellation of, the travel services offered, notwithstanding the reason. The Website reserves the right to cancel or change the travel services at its discretion, but will try to substitute them with comparable services. If a reservation must completely be canceled, the Website?s liability will be limited to a refund of all monies paid to the Website.
Despite our close communication with our selected group of service suppliers, there is still a possibility that changes on the rates may occur without notice. As some of the rates become expired and cannot be timely updated by the operator to your immediate convenience, the Website regularly runs a rates verification process which may yield differences between the price you have paid for your reservation and the price you need to pay to actually enjoy the service.
When an updated rate happens to be lower than the originally offered to you, the Website will only charge the lower amount. When an updated price is higher than the originally quoted price, the Website will have a travel consultant inform you of the specific variation and the resulting balance that needs to be covered. Should you not agree to the correct amount and decide to cancel upon the circumstances, the Website will honour your cancellation request without penalty. The Website and its service suppliers will also be released from any responsibility towards compensations that the client may claim and will not be considered liable for any inconveniences arising from the said rate difference and/or cancellation.
When purchasing from Ningaloo Whaleshark-n-Dive, your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is the current industry standard.
Note for all online Credit Card bookings:
For your financial protection we have implemented an extra security step to prevent credit card fraud .
All payments by Credit Card will require a simple visual of the card by our friendly team, in our Exmouth store of the card you used to purchase the tickets with to complete the booking this must be done at least a day before your tour.
Our Exmouth store address is:
Ningaloo Whaleshark n Dive
Ross St Mall
Exmouth WA 6707
If you have any questions regarding our security policy, please contact our customer support centre on FREE CALL:1800 411 860or send us an email to [email protected]
Now that you’ve read through all these legal blah-blahs, loosen up and have fun this holiday/vacation! Ningaloo Whale Shark n Dive welcomes you with open arms. We’re happy to help you resolve any questions or issues you have within the guidelines of these terms – just contact us anytime. 1800 411 860 or send us an email to [email protected]