Frequently Asked Questions

All bookings are processed securely in Australian Dollars (AUD).

Group Tours: cancellations made up to 7 days prior to departure receive a full 100% refund. Cancellations made between 7 days and 48 hours prior to departure incur a 25% cancellation fee. Cancellations made within 48 hours of departure, or failure to board on time at the designated pickup location, result in full fare forfeiture. Please note that local Melbourne time applies to these terms and that foreign currency fluctuations and credit card issuer processing fees are governed by your bank.

Private Tour Packages and Custom Private Tours have longer cancellation windows and, for custom itineraries, a non-refundable Pre-Production & Itinerary Design Fee. Full details are in our Terms & Conditions.

If OSOS Tours cancels a tour prior to departure, you will be offered alternative routing, rescheduling, or an immediate 100% refund as per your preference. That remedy settles the booking. We are not responsible for flights, accommodation, or other third-party costs — travel insurance is recommended.

No. All online payments are handled directly via a PCI-compliant Stripe gateway. Your sensitive credit or debit card details are fully encrypted, processed externally, and never stored on our servers or accessed by OSOS Tours.

On a Group Tour, filming is part of the day. Everyone on that departure receives the same shared gallery, and we may use trip highlights — landscapes, the vehicle, and guests in the scene — on our site and socials. We don't sell your likeness or run guest-focused advertising. If you want the film of the day kept exclusive to your party, book a Private Tour.

A Private Tour is an entirely bespoke, flexible experience tailored exclusively to your party, schedule, and interests. A Group Tour is a small-group itinerary with fixed departures, shared transport, and a curated route designed to offer an intimate, high-end group dynamic.

To preserve a relaxed atmosphere, avoid crowded coach dynamics, and ensure personalised attention, our group tours are strictly capped at 9 guests or fewer.

Yes. OSOS Tours is a Licensed Tour Operator registered with Parks Victoria and GORCAPA, as well as a Safe Transport Accredited Bus Service. We operate under strict regulatory oversight and hold $20M in Public Liability Insurance for complete peace of mind.

Your tour is led by an experienced local guide, cinematographer and photographer whose credentials include Tour Guides Australia Professional Accreditation, Safe Transport Accredited Bus Driver, CASA RePL (pilot licence for commercial drone operations), PADI Dive Instructor, and Advanced First Aid & Oxygen Therapy Certifications.

You will be travelling in a fully air-conditioned 10-seater Toyota Hiace Commuter with panoramic windows, in-vehicle camera system and FLIR thermal wildlife camera.

Victorian weather can shift quickly across coastal and rainforest environments. We recommend: sturdy, closed-toe walking shoes or boots; comfortable layers (breathable base layer, warm sweater, wind/waterproof jacket); sun protection (sunglasses, hat, sunscreen); a reusable water bottle; and a personal camera or phone.

Please do not bring large hard-shell suitcases, bulky luggage, or rigid travel trunks onboard. Space is reserved strictly for small daypacks and personal camera bags to ensure guest comfort and vehicle compliance. Passengers arriving with oversized luggage may be refused boarding without a refund.

Our Group Tour itineraries generally feature easy-to-moderate walks along established boardwalks, coastal paths, rainforest tracks. If a higher degree of fitness is required to reach some destinations, this will be pointed out in the itinerary description of the tour in question.

By booking, you confirm that you are in reasonably good health and able to walk uneven natural terrain, board the vehicle, and travel in variable weather. Please disclose any pre-existing medical conditions, mobility limitations, recent surgeries, or severe allergies at the time of booking so we can guide you toward the right itinerary or adjust a private schedule.

OSOS Tours may refuse carriage or exclude a guest from specific activities if their condition is deemed a safety risk to themselves, the guide, or other guests. Our guides are trained in basic wilderness first aid but are not medical professionals. You are responsible for carrying and administering any personal medication you need, such as an EpiPen or asthma inhaler.

Children aged 7 and above are welcome on all tours when accompanied by a parent or legal guardian. This age limit applies as we cannot accommodate the child restraint anchorages legally required for younger children. Please note that some itineraries involve extended travel periods and may be best suited for children aged 12 and above.

Domestic pets and emotional support animals are not permitted on any tour due to strict environmental regulations prohibiting domestic animals in Australian National Parks. Fully accredited Assistance Animals (such as Guide Dogs or certified assistance animals) are welcome across all itineraries. Please notify us at the time of booking if you will be accompanied by an accredited Assistance Animal—and provide proof of accreditation (such as a state-issued Assistance Animal Pass or certificate from a recognized training organization)—so we can ensure proper seating arrangements.

Within 24 hours of your tour, you will receive an email containing a download link. This link provides access to a curated gallery of colour-graded, Full HD 1080p video clips captured throughout your journey.

Group Tour clips are delivered as visual-only files, without audio, so you can speak freely with your guide and fellow guests. Private Tour Packages (pre-set itineraries) include audio from on-camera microphones only. Custom Private Tours include a full range of audio from on-camera, ambient and lavalier microphones as specified in pre-production.

On Group Tours, everyone on the day receives the same shared gallery, and we may use trip highlights — landscapes, the vehicle, and guests in the scene — on our site and socials. We don't sell your likeness or run guest-focused advertising. If you want the film of the day kept exclusive to your party, book a Private Tour.

Principal photography is captured in C-Log 2 with a professional, Netflix-approved cinema camera, Canon C300 MkIII. Action and aerial footage is captured in D-Log M with DJI Action 6 cameras and a DJI Mini 5 Pro drone. All colour-grading and editing is done in DaVinci Resolve Studio 21, the industry-standard editing suite for Hollywood productions.

While our main cinema camera and drone operate in dry conditions, wet weather or high winds may preclude their use. In rare cases, technical or mechanical failure of the principal camera or drone can have the same effect. In these instances, filming switches seamlessly to our weather-sealed 4K Action cameras to ensure your journey is captured uninterrupted.

Yes. Whilst highlight clips are included in Full HD 1080p, optional upgrades are available for guests desiring 4K DCI resolution, fully edited long-form documentary films, or custom licensing for commercial projects.

Tours operate rain or shine, as rain often enhances rainforest waterfalls and atmospheric coastal lighting. However, safety is our top priority. In the rare event of extreme weather deemed hazardous at the sole discretion of OSOS Tours, we will offer alternative routing, rescheduling, or an immediate full refund as per your preference.

Group Tours include pick-ups and drop-offs at the central, easily accessible locations specified in your itinerary. Private Tour Packages include pick-ups and drop-offs at any location across Inner Melbourne, or as agreed at time of booking. Custom Private Tours include pick-ups and drop-offs as per your bespoke itinerary.