Terms & Conditions
Bookings
Bookings can be made through our online booking system 24 HOURS PER DAY @ www.heartofreefshuttles.com.au. E-tickets are delivered by email after the booking is made and the persons will be notified once the booking is complete by email. Once you have received your confirmation ticket via email, please check all your details are correct as we will not be held responsible if you miss your bus due to incorrect information you have entered on your booking when you book via the website.
Please book the Actual Flight/Service you are on as our buses are allocated to each flight.
(no card holder information is stored on any of our systems)
By calling the office on 07 4948 2385 and speaking with our friendly staff.
Or emailing res@horsw.com.au.
Luggage Policy
Baggage is limited to one large suitcase and one piece of hand luggage per person (per airport weight guidelines).
Additional luggage will be charged at $10.00 per bag – when booking online please select the extra luggage option. If you are speaking with our Reservations team, please let them know so they can book this for you. If you arrive with extra luggage that has not been booked we reserve the right to charge for the extra items.
Surcharge – $10 applies to the following luggage items:
- Additional suitcases
- Surfboards
- Bike in a box/bag
- Golf Clubs
- Porta Cots
Although we take very good care in handling and transporting luggage, we accept no responsibility and shall not be liable for lost or damaged luggage; Personal and valuable items should be carried with you as hand luggage (e.g. Jewelry, expensive equipment, cash, computers, and electronic equipment).
Cancellation & Refund Policy
Cancellations more than 24 hours will be eligible for a refund or Credit at the full discretion of Heart of Reef Shuttles. Credits will be held for 12 months.
No refund is available for cancellations with less than 24 hours’ notice or failure to board.
Terms
- No Food and Drinks to be consumed on the bus.
- Smoking and the consumption of Alcohol or illegal drugs is prohibited in the vehicles under Australian Federal and State Government Regulations.
- Any passengers displaying violent, aggressive, or disorderly behavior will not be permitted on the bus; any fares paid will be forfeited.
- We will not be held responsible for delays beyond our control; however, we will make every effort to overcome the problem and get you to your destination.
- Missed flights/Cancellations beyond our control due to unforeseen circumstances (road closures, flooding, natural disasters) No Refunds given; however, we will re-book your shuttle at no extra charge. We can offer a credit and hold it on file for 12 months.
- ACT OF GOD – Airline flight cancellations due to extreme weather conditions resulting in cancellations – NO REFUNDS will be given; however, we will re-book your shuttle for future use at no extra cost. We can offer a credit and hold it on file for 12 months/up to our discretion.
- If your flight times have been altered, please advise us as soon as possible.
- If we are aware of any changes, we will update our system and re-issue new confirmation times in line with the flight change.
* Shuttle buses are allocated for each flight. If the flight is EARLY or LATE, the bus will be waiting
* Shuttle bus times have been based around the flight times and are an estimate only.
Please note - if the flight arrives early make your way straight out to our airport desk as the bus will be waiting upon arrival and will leave once everyone is on board (may be earlier than the ticket time).
Arrivals
Please make your way to the Heart of Reef Airport desk (opposite the luggage collection area) as soon as you land. Your name will be on a TV screen; check in with the driver and they will give you instructions to the bus once you have collected your luggage.
Times the shuttle leaves are an estimate only (this will depend on what time the flight arrives) Please make yourself known to the driver ASAP. The Shuttle will leave once everyone is on board.
Departures
Once your departure is booked you will receive an e-ticket with your shuttle pick up time (please check that all details are correct). The bus will wait ONLY 5 mins past pick up time and leave. We will not be held responsible if you are late and miss your shuttle. Please be at your pickup point 5 mins prior to your pickup time.
Flight Delays
Shuttle times are subject to change.
If a flight is more than 1 hour delayed, we MAY also delay the shuttle to coincide with the scheduled flight time; in this case we would be in contact with you to inform you of the new pick-up time for your departing flight.
Travel Insurance
Passengers are strongly advised to purchase travel insurance prior to their departure, as a protection against any loss, damage, or cancellation.
Mobility
All passengers need to ensure they can board, disembark and move around the bus unaided or, alternatively, travel with a care assistant or companion.
Wheelchairs
Must be advised at the time of booking. If a wheelchair bound client is booked, they must have appropriate carers to assist with boarding the bus. The drivers will make every effort to assist; however, they do not have the training or physical attributes to be able to help at all times. Clients’ wheelchairs must be collapsible variety as we do not have wheelchair assessable busses. Passengers will have to climb up 3 stairs and when in the bus another step up to the seat.
Lost Property Policy
Lost property can be claimed by contacting our office on 07 49482385
Heart of Reef Shuttles takes no responsibility for lost property. If any lost property has been located it will be held at our Depot in Cannonvale for a period of 3 months.
After the 3-month period has passed all lost property items will be donated to charity. If you wish to have your lost property delivered to you additional costs may apply.
Contact Us
If you have any questions or Complaints about our Privacy Policy or Terms and Conditions, do not hesitate to contact us.
Heart of Reef Shuttles Whitsunday’s Pty Ltd
48-50 Carlo drive Cannonvale
Phone: 07 4948 2385
res@horsw.com.au
ABN - 52 548 252 765
ACN - 623 307 684