Victoria, Australia

Legal

Terms & Conditions

Last Updated: 24 September 2026

1. General Liability & Operator Rights

Although every effort is made to ensure the safety and comfort of our guests, OSOS Tours shall not be liable for any illness, injury, damages, loss, delay, or failure to join the tour that may occur due to factors beyond our reasonable control, including Force Majeure. OSOS Tours retains the right to alter routes, itineraries, inclusions, and days of operation, or to cancel tours if unforeseen operational or safety circumstances dictate. In the event that OSOS Tours must cancel a tour prior to departure, guests will be offered alternative routing, rescheduling, or an immediate 100% refund as per your preference. That remedy is the full and final settlement of the booking. OSOS Tours accepts no liability for consequential losses or third-party expenses incurred by the guest (including, but not limited to, flights, accommodation, or travel insurance).

2. Booking, Payment & Currency

All fares are quoted in Australian Dollars (AUD) unless otherwise specified. When paying in a currency different from your local currency, any refunds will be converted based on the exchange rate determined by your bank on the date the refund is processed. OSOS Tours is not responsible for any differences caused by currency conversion fluctuations or international transaction fees charged by your financial institution.

Group Bookings & Authority to Bind

By completing a booking with OSOS Tours, the individual making the purchase ("Primary Booking Contact") represents and warrants that they have full authority to act on behalf of, and legally bind, all passengers included in the reservation. All terms, conditions, waivers, media releases, and policies set forth herein apply equally to all travelling guests within the booking party.

3. Cancellation & Date Change Policy

Tour and filmmaking operations require extensive logistical preparations. Because Private Charters reserve our entire vehicle and guide capacity, and Custom Itineraries require significant pre-production, cancellation terms differ based on the tour type. Requests for cancellations or date changes must be received in writing.

Small Group Tours:

  • Outside of 14 Days: Full refund or date change permitted without penalty.
  • 7 to 14 Days: 25% cancellation fee applies (or 100% credit transfer to a future departure date voucher).
  • 3 to 7 Days (72 hours to 168 hours): 50% cancellation fee applies.
  • Less than 72 Hours (or failure to board): 100% fare forfeiture (no refund or date change).

Private Charters (Flagship Itineraries):

  • Outside of 30 days: Full refund or date change permitted without penalty.
  • 15 to 30 days: 25% cancellation fee applies.
  • 14 days or less (or failure to board): 100% fare forfeiture (no refund).

Custom Itineraries (Bespoke Builds):

  • Pre-Production Fee: Custom itineraries require significant consultancy, logistics planning, and location scouting. To commence this work and secure your tour dates, a non-refundable Pre-Production & Itinerary Design Fee (quoted based on the complexity of the request) is required upfront.
  • Balance & Cancellation: Once the final itinerary is approved, the remaining balance is due. If the tour is subsequently cancelled:
    • Outside of 30 days: The remaining balance is fully refunded (the Pre-Production Fee is retained to cover labour).
    • 15 to 30 days: 25% of the total tour cost is forfeited.
    • 14 days or less (or failure to board): 100% fare forfeiture.

Change of Date: Date change requests are strictly subject to availability. Once a date has been changed, the cancellation policy will permanently apply to the original booking date to prevent rolling delays.

4. Custom Itinerary Planning, Revisions & Balance Payment Terms

For Custom Itineraries, the following terms govern the pre-production, proposal review, and final payment workflow:

  • Proposal Scope & Revisions: Payment of the upfront Pre-Production Fee entitles the client to one (1) master custom itinerary proposal and up to two (2) rounds of minor revisions. Major destination redesigns or additional revision rounds beyond the included scope will be billed separately at our standard consultancy rate.
  • Itinerary Approval Window: Proposed custom itineraries and quoted pricing remain valid for 14 calendar days from the date of issue (or 48 hours for bookings requested within 30 days of departure). If the itinerary is not formally approved within this window, held dates will be released and quotes may be subject to re-costing.
  • Final Balance & Date Hold: Upon formal approval of the custom itinerary, the remaining balance is due within 5 business days, or no later than 30 days prior to the tour departure date (whichever comes first). Travel dates are only fully locked in once the balance payment has cleared. Failure to settle the balance within the specified window may result in cancellation of the booking and forfeiture of the Pre-Production Fee.

5. Weather & Tour Alterations

Tours operate rain or shine, as rain often enhances rainforest waterfalls and atmospheric coastal lighting. However, safety is our top priority. OSOS Tours reserves the exclusive right to determine if weather conditions constitute a safety hazard (including, but not limited to, official emergency warnings issued by the Bureau of Meteorology, severe gale force winds, extreme bushfire danger ratings, or flooding). The guest's subjective assessment of adverse weather does not constitute hazardous conditions. If OSOS Tours cancels a tour prior to departure due to hazardous conditions, guests will be offered alternative routing, rescheduling, or an immediate full refund as per your preference.

6. Media Coverage, Cinema Production Add-On & Technical Contingencies

Standard Included Media:

All Small Group Tours, Private Charters, and Custom Itineraries include unedited 4K video clips captured via DJI action and aerial systems as standard. These raw clips are provided free of charge for guest download on the return journey or post-tour.

Full Cinema Production Add-On:

Guests booking a Private Charter or Custom Itinerary may opt to purchase the "Full Cinema Production" add-on (priced at $1,490 AUD for flagship Private Charters, or custom-quoted based on scriptwriting and pre-production scope for Custom Itineraries). This service elevates the experience to a dedicated filming shoot featuring:

  • A hybrid camera configuration utilizing a Netflix-approved cinema camera for principal photography alongside DJI aerial and action systems.
  • A pre-trip consultation and bespoke shot list or script.
  • Professional colour-grading and audio mastering in DaVinci Resolve Studio.
  • A fully edited, high-resolution 4K cinematic short film delivered post-tour.

Due to the setup and production requirements of cinema-grade equipment, daily itinerary pacing for tours with this add-on is adjusted accordingly.

Weather & Technical Contingencies:

The operation of drones and cinema rigs is strictly weather-dependent and subject to rare technical malfunctions. In the event of rain, high winds, hazardous conditions, or equipment failure, OSOS Tours reserves the right to substitute primary equipment with secondary DJI camera systems to ensure continuous coverage. Equipment substitution due to weather or technical reasons does not constitute grounds for a tour refund.

Data Loss & Media Liability:

While OSOS Tours employs strict data redundancy protocols, digital media remains inherently vulnerable to rare instances of hardware failure or file corruption.

  • Standard Included Media: Hands-free media capture is a core component of the OSOS experience, explicitly valued at 30% of the total tour fare. In the unlikely event of catastrophic data loss where no standard 4K video clips can be delivered, guests will receive a 30% refund of their total base tour fare. Guests acknowledge that the physical tour experience (guiding and transport) has been fully rendered, and this partial refund constitutes complete and final settlement.
  • Cinema Production Add-On: If a client purchases the Full Cinema Production add-on and a catastrophic hardware failure prevents the delivery of the final edited film, OSOS Tours will issue a 100% refund of the agreed Cinema Production add-on fee paid.

7. Media Rights, Privacy & Licensing

Media Release & Consent:

  • Small Group Tour Filming: During Small Group Tours, team members or content creators capture video footage and photographs of the tour, scenery, and participating guests for promotional and marketing purposes.
  • Grant of Licence (Small Group Tours Only): Passengers on Small Group Tours grant OSOS Tours Pty Ltd a non-exclusive, perpetual, worldwide, royalty-free licence to use, reproduce, edit, publish, display, and distribute any photograph or video footage captured during the tour for marketing, advertising, website, social media, and commercial purposes across any media formats.
  • Waiver of Royalties: Guests acknowledge that no compensation or royalty shall be payable for the use of such media.
  • Guest Opt-Out: Any Small Group Tour passenger who does not wish to be photographed or filmed must inform the tour guide in person prior to departure. OSOS Tours will make all reasonable operational efforts to respect opt-out requests.

7.1 Small Group Tour Consent & Shared Access

By booking a Small Group Tour, guests consent to being filmed and photographed throughout the itinerary. Because Small Group Tours are a shared experience, all participants on a specific departure date will receive access to the same shared digital media gallery.

7.2 Small Group Tour Marketing Usage

OSOS Tours reserves the right to use footage and photographs captured during Small Group Tours for promotional and marketing purposes without further consent or compensation.

7.3 Private Charter & Custom Itinerary Privacy Guarantee

OSOS Tours strictly respects the privacy and confidentiality of our exclusive guests. Media captured during Private Charters or Custom Itineraries is delivered exclusively to the booking party and is kept strictly private. OSOS Tours will not use, publish, display, or distribute any footage or photographs captured during a Private Charter or Custom Itinerary for marketing, website, social media, or commercial purposes unless express written consent is provided by the client prior to or following the tour.

7.4 Personal Use Licence & Commercial Prohibition

All media delivered to guests is provided under a personal, non-exclusive usage licence. Guests are encouraged to share their media on personal channels. Commercial use, monetization, or corporate distribution of OSOS Tours media is strictly prohibited unless a custom commercial licensing agreement has been executed in writing.

7.5 Audio Policy & Conversation Privacy

To protect guest privacy, standard 4K clips from Small Group Tours and Private Charters are delivered as visual-only files or with ambient natural audio. For bookings that include the Full Cinema Production upgrade, professional ambient and lavalier audio capture is conducted in accordance with the pre-production shot list.

8. Media Delivery, Retention & Data Archival Policy

All delivered video clips and final edited films will be hosted in an online digital gallery and remain available for guest download for thirty (30) calendar days from the date of initial upload notification.

Guests are responsible for downloading and securing their media assets within this 30-day window. Upon expiration, OSOS Tours reserves the right to permanently delete all digital files — including master exports, project files, and raw media — from active storage.

If a guest requests media recovery after the 30-day window has expired, file recovery is subject to data availability. If backup files exist, a non-refundable $200.00 AUD Data Retrieval & Processing Fee applies to restore and re-host the assets. OSOS Tours provides no guarantee that expired media files can be recovered.

9. Age Restrictions & Child Policy

Children aged 7 and above are welcome on all tours when accompanied by a parent or legal guardian. This age limit is strictly enforced as our standard vehicle seating cannot legally accommodate the child restraint anchorages (CRAs) required for children under 7 years of age under Australian Design Rules (ADR 34/03). Please note that some itineraries involve extended travel periods and may be best suited for children aged 12 and above.

10. Strict Luggage Policy

Due to the configuration of our 10-seater Toyota Hiace Commuter and the requirement to safely transport filmmaking equipment, there are strictly no luggage storage facilities onboard.

  • Guests may bring one small day pack (e.g., standard backpack or handbag) per person.
  • Suitcases, oversized backpacks, strollers, and prams are strictly prohibited.
  • Refusal of Boarding: Any inappropriate or oversized luggage presented on the departure day will result in the guest being refused boarding without a refund.

11. Pick-up and Drop-off Services

  • Small Group Tours: Include pick-ups and drop-offs at the central, easily accessible meeting points specified in the itinerary.
  • Private Charters: Include direct pick-ups and drop-offs at any home or accommodation address in central Melbourne or inner suburbs.
  • Custom Itineraries: Include pick-ups and drop-offs as specified in your bespoke itinerary.
  • Loading Protocols: Guests must be waiting at the designated pickup location at least 5 minutes prior to departure. Drivers cannot leave the vehicle to search inside hotel lobbies. Failure to wait at the designated exterior pickup point may result in a missed departure and fare forfeiture.

12. Assistance Animals and Pets

12.1 Domestic Pets

Domestic pets, therapy animals, and emotional support animals are strictly prohibited on all OSOS Tours vehicles and itineraries to comply with environmental regulations prohibiting domestic animals within Australian National Parks.

12.2 Accredited Assistance Animals

In accordance with Section 9 of the Disability Discrimination Act 1992 (Cth), fully accredited Assistance Animals are permitted.

12.3 Verification Requirements

Guests travelling with an Assistance Animal must notify OSOS Tours at the time of booking and provide verifiable evidence of accreditation prior to departure (e.g., a state-issued Assistance Animal Pass). The animal must remain on the floor of the vehicle at the handler's feet.

13. Vehicle Safety & Onboard Technology

For the safety of our passengers and crew, our touring vehicle is equipped with advanced safety technologies, including forward-looking infrared (FLIR) for wildlife detection and in-vehicle monitoring cameras. By boarding the vehicle, passengers consent to being recorded by standard onboard safety cameras.

14. Travel Insurance

OSOS Tours highly recommends all passengers secure comprehensive travel insurance for the duration of their tour to cover unexpected medical events, travel delays, and late cancellations.

15. Marketing & Communications

We may use the contact information provided (name, phone number, and email address) regarding booking logistics, post-tour media delivery, and occasional promotional updates. All marketing communications provide an option to opt-out.

16. Assumption of Risk & Independent Activities

Throughout our itineraries, guests may have periods of free time or optional self-directed activities (such as swimming or unguided walking). Guests acknowledge that these activities are undertaken entirely at their own risk. OSOS Tours accepts no legal liability for any injury, illness, property damage, or death sustained during independent activities. Guests are responsible for assessing their own fitness and local environmental hazards before participating in unstructured activities.

17. Fitness to Travel & Medical Disclosures

By booking with OSOS Tours, guests certify that they possess a suitable level of fitness to undertake the selected itinerary, which involves walking over uneven natural terrain and exposure to variable weather. Guests must disclose any pre-existing medical conditions, mobility limitations, or severe allergies at the time of booking. OSOS Tours reserves the right to refuse carriage if a guest's physical condition poses a safety risk. Guests are responsible for carrying and administering their own personal medications (such as EpiPens or inhalers).

18. Luggage & Personal Belongings

Guests are solely responsible for the safety and care of their personal belongings, high-value electronics, and camera equipment throughout the tour. OSOS Tours accepts no legal or financial liability for loss, damage, or theft of personal items left in tour vehicles or at activity sites.