INDEPENDENT TRAVELLERS

Applicable for parties of 14 or less passengers, or travelling without a tour leader, for Moore Reef Day and/or Fitzroy Island tours.

Booking & Payment methods

• • Bookings may be made via Sunlover’s website (www.sunlover.com.au), phone +61 7 4050 1333, email res@sunlover.com.au, in person at the Reef Fleet Terminal desk, or with a trusted trade partner.
  • Payment may be made via secure credit card link, direct deposit, or cash within 24 hours of booking.
  • Sunlover Website bookings require payment at the time of booking.
  • Credit card payments may incur booking fees. Bookings paid by credit card must be made using the passenger’s own credit card, which must be presented at check-in with matching photo ID.
  • Bank Details for Direct Deposit payments BSB No: 064-804 |   Account No: 14027073 | Name of Account: Sunlover Operations Pty Ltd | Payment Reference: Sunlover confirmation number. Remittance advice must be sent to res@sunlover.com.au so funds can be allocated to the booking.

Cancellation

• • A full refund will be offered to customer requested cancellations up until 24 hours prior to travel (excluding peak periods).
  • Cancellations within 24 hours, including no-shows, incur a 100% cancellation charge.
  • Cancellations within 24 hours of travel that are:

1. 1. 1. Due to ill health (medical certificate will be required);
      2. Cancelled airplane flights to Cairns region (cancelled flight notification will be required);
      3. Minor changes; or
      4. Rescheduling due to inclement weather conditions; may be permitted subject to management discretion.  Administration fees may apply.

• • Optional Activity experiences pre-booked or paid for on-board, are non-refundable in the event of a no-show.  Requests for refunds after a missed optional activity will not be honoured. Optional Activity refunds will be provided only if the operator cancels the activity due to weather, safety, or operational reasons.
  • On rare occasions due to factors beyond Sunlover’s control, certain included tour elements may be unavailable. This may include the Glass Bottom Boat or Semi-Submersible tours, waterslide, fish feeding or similar activities. When such circumstances occur and the majority of the tour can still operate, no refund will be offered.
  • Should Sunlover be required to cancel the operation of the tour before departure for any reason, including due to inclement weather, an alternative date or itinerary will be offered to the passenger.
    If the alternative date or itinerary cannot be arranged or agreed upon, a full refund will be authorised. If the passenger accepts the alternative date or itinerary, no refunds will be authorised.
  • Should Sunlover be required to shorten a tour on the rare occasion due to inclement weather, medical emergency or other factors outside Sunlover’s control, any offer of a partial refund will subject to Sunlover’s full discretion.
  • Should Sunlover be required to operate to an alternative reef destination for any reason, including on the rare occasions due to inclement weather, Sunlover Reef Cruises may offer a partial refund at Sunlover’s full discretion.
  • Bookings made via third-party agents may require passengers to contact their agent for refunds; refunds are at the agent’s discretion.
  • Package tours operated with other companies are subject to those companies’ conditions and cancellation policies.

GROUPS

Applicable for of 15 or more passengers, or smaller groups travelling with a tour leader, for Moore Reef Day and/or Fitzroy Island tours.

Booking & payment methods

• • Bookings may be made via Sunlover’s website, email to groups@sunlover.com.au, or with a trusted trade partner.
  • Payment may be made via secure credit card link, direct deposit, or cash at time of booking (or up to 72 hours prior to travel at management discretion).
  • Sunlover Website bookings require payment at the time of booking.
  • Credit card payments may incur booking fees. Bookings paid by credit card must be made using the passenger’s own credit card, which must be presented at check-in with matching photo ID.
  • Bank Details for Direct Deposit payments: BSB No: 064-804 | Account No: 14027073 | Name of Account: Sunlover Operations Pty Ltd | Payment Reference: Sunlover confirmation number. Remittance advice must be sent to groups@sunlover.com.au so funds can be allocated to the booking.

Cancellation

• • A full refund will be offered to customer requested cancellations up until 72 hours prior to travel (excluding peak periods).
  • Cancellations within 72 hours, including no-shows, incur a 100% cancellation charge.
  • Cancellations within 72 hours of travel that are:

1. 1. 1. Due to ill health (medical certificate will be required);
      2. Minor changes;

• • Cancelled airplane flights to Cairns region (cancelled flight notification will be required);

1. 1. 1. Rescheduling due to inclement weather conditions; may be permitted subject to management discretion.  Administration fees may apply.

• • Optional Activity experiences pre-booked or paid for on-board, are non-refundable in the event of a no-show.  Requests for refunds after a missed optional activity will not be honoured. Optional Activity refunds will be provided only if the operator cancels the activity due to weather, safety, or operational reasons.
  • On rare occasions due to factors beyond Sunlover’s control, certain included tour elements may be unavailable. This may include the Glass Bottom Boat or Semi-Submersible tours, waterslide, fish feeding or similar activities. When such circumstances occur and the majority of the tour can still operate, no refund will be offered.
  • Should Sunlover be required to cancel the operation of the tour before departure for any reason, including due to inclement weather, an alternative date or itinerary will be offered to the passenger.
    If the alternative date or itinerary cannot be arranged or agreed upon, a full refund will be authorised. If the passenger accepts the alternative date or itinerary, no refunds will be authorised.
  • Should Sunlover be required to shorten a tour on the rare occasion due to inclement weather, medical emergency or other factors outside Sunlover’s control, any offer of a partial refund will subject to Sunlover’s full discretion.
  • Should Sunlover be required to operate to an alternative reef destination for any reason, including on the rare occasions due to inclement weather, Sunlover Reef Cruises may offer a partial refund at Sunlover’s full discretion.
  • Bookings made via third-party agents may require passengers to contact their agent for refunds; refunds are at the agent’s discretion.
  • Package tours operated with other companies are subject to those companies’ conditions and cancellation policies.

Tour Leader Policy

• • 1 FOC Tour Leader for 15+ full paying guests, on request only.
  • Bona Fide Tour Leader must be a professional Tour Guide/Tour Leader and work for Travel Agents/Ground Handlers/Inbound Operators (not passenger).
  • Valid Tour Leader ID/ Certification with company or tourism organisation logo will be requested upon check-in.
  • Sunlover reserves the right to charge the Tour Leader the standard fare at Sunlover’s full discretion.

PEAK PERIODS

• • During Peak Periods (including Australian School Holidays, Australian and International Public Holidays, Chinese New Year Holiday, Christmas and New Year period) Sunlover Reef Cruises reserves the right to apply a 7-Day Cancellation Policy.
  • Cancellations within 7 Days of the travel date during Peak Periods may incur a 100% cancellation charge, subject to management discretion.
  • Major changes to an existing booking, including lead passenger name changes, are not permitted during Peak Periods.

RATES & FARE TYPES

• • Adult: Passengers 16 years of age or older at the time of travel.
  • Children: Passengers between 4-15 (inclusive) years of age at the time of travel.
  • Infants: Passengers up to 3 years old (inclusive) at the time of travel.
  • Family: 2 adults + 2 children (aged 4-15 years).
  • Bona Fide Tour Leader Policy cannot be used in conjunction with any other packages or combos.
  • Due to Aviation regulations for packages including Helicopter flights the Infant age is 0-1 years & Child is 2-15 years.
  • All rates mentioned are Ex Reef Fleet Terminal and Fitzroy Island.

LOCALS RATE

• • Bookings can be made with Sunlover reservations team via Sunlover website (www.sunlover.com.au/locals-deals/), over the phone +617 4050 1333, by email res@sunlover.com.au or in person at the Sunlover Reservations desk at the Reef Fleet Terminal.
  • Applies to residents of Queensland with Australian Postcodes 48**.
  • Local ID verification is required at check-in with proof of local residency and matching photo ID to be presented.

• • All passengers travelling on the same booking will also be eligible for the Locals Rate.

• • Local Rate does not apply to family packages, optional activities, helicopter tours, photo packages or on-board purchases.
  • Reservations are non-transferrable and cannot be combined with any other offer or promotion.

EVERYDAY HERO RATE

• • Must be booked through the specified link with pricing already amended to reflect the discount.
  • Valid for employees who work in the Essential Services, Defence Force, Emergency Services or Healthcare industries.
  • Passenger with relevant field of work is to bring work ID badge on the day of travel.
  • Valid for new bookings only, available for travel until 31 March 2026.
  • Special rates are 30% off on eligible tours. All passengers travelling on the same booking will also be eligible for 30% off.

• • Reservations are non-transferrable and cannot be combined with any other offer or promotion. Subject to availability until allocation is exhausted.

• • Everyday Hero Rate does not apply to family packages, optional activities, helicopter tours, photo packages or on-board purchases.

BOOKING REQUIREMENTS & RECONFIRMATION

• • When making a booking, passengers must provide accurate information including full name of lead passenger, contact details, number of passengers and their ages, dietary requirements, optional extras, coach transfers and any other information relevant to the booking.
  • Bookings must be reconfirmed at least 24 hours prior to travel with any changes.
  • Sunlover Reef Cruises is not responsible for issues arising from incomplete or inaccurate information at booking or reconfirmation.
  • All bookings are non-transferable. Sunlover Reef Cruises reserves the right to request matching photo ID from the lead passenger in a booking at check in.
  • Recommendations to prevent disappointment – guests should consider options including, but not limited to, travel insurance and trip-interruption benefits. Guests may also wish to check with their credit card provider, as some cards include additional protection or travel coverage at no extra cost.

Special Dietary

• • Our Moore Reef and Moore Reef & Fitzroy Island Buffet options cater for a range of dietary requirements in the standard buffet offering. Please advise at the time of booking if you have any dietary requirement for consideration. Advising of any special dietary does not infer requests for meals not included on the standard buffet.
  • Our Fitzroy Island Picnic Lunchboxes offer alternative meal options to cater for a range of dietary requirements. Please advise your preferred lunch box from the menus available at the time of booking.
  • Sunlover buffet and lunchbox menus with dietaries noted, are available on the Sunlover Cruises website.
  • Any special dietary requirements must be requested a minimum of 24 hours in advance.

PAYMENTS

Credit Card Surcharge

• • 1.5% Visa, Mastercard & Amex for payments made by secure credit card link.

• • For credit card security and anti-fraud purposes, the physical credit card in the passenger’s name used must be presented at check-in on the day of tour with matching photo I.D for verification purposes.
  • Surcharge Pricing valid between: 01/04/2025 -31/03/2026

GIFT CERTIFICATES & PRIZE VOUCHERS

Purchased Gift Certificates

• • The Purchased Gift Certificate is issued in exchange for monetary value and is intended for use as a payment method for Moore Reef and/or Fitzroy Island tours operated by Sunlover Reef Cruises Pty Ltd.
  • The Purchased Gift Certificate has an expiration date of three years from the purchase date and can be redeemed at any time, subject to the availability.
  • The Purchased Gift Certificate is non-refundable and cannot be exchanged for cash or any other form of currency.
  • If the value of the Purchased Gift Certificate exceeds the total purchase amount, the remaining balance will be stored and can be used for future transactions.
  • Lost or stolen Purchased Gift Certificates will not be reissued or refunded.

Gifted Prize Voucher

• • The Gifted Prize Voucher is issued as part of a promotional giveaway and is unavailable for purchase.
  • The Gifted Prize Voucher may be subject to specific terms and conditions associated with the promotion during which it was awarded.
  • The Gifted Prize Voucher has an expiration date, as indicated on the voucher, and must be redeemed before the specified date.
  • The Gifted Prize Voucher is non-transferable and cannot be exchanged for cash or any other currency.
  • Management reserves the right to determine the validity of the Gifted Prize Voucher and may refuse redemption at its discretion, particularly over peak periods or during special events.
  • Lost or stolen Gifted Prize Vouchers will not be reissued or refunded. It is the responsibility of the voucher holder to keep the voucher secure.

GENERAL

• • Sunlover Operations Pty Ltd is trading as Sunlover Reef Cruises, ABN 50 109 735 177.
  • All bookings are subject to availability.
  • By proceeding with booking, passengers agree to all Sunlover Reef Cruises Terms and Conditions, and Conditions of Passage.
  • Rates quoted by Sunlover are inclusive of Goods & Services Tax (GST).
  • Rates are inclusive of Environmental Management Tax (EMC).
  • Rates are subject to change without notice due to any changes in/or imposition of government charges, taxies or levies, at the discretion of Sunlover Operations Pty Ltd.
  • There may be instances where Sunlover are unable to offer a product or selection of products within our included or optional activities due to unforeseen circumstances. We do not offer refunds for this instance and make every effort to have our full product offering available to our passengers.
  • As part of our commitment to ensuring a safe and healthy environment, Sunlover Cruises has a non-smoking and non-vaping policy aboard our vessels and pontoon.

CHECK-IN

If you have used a credit card to purchase your booking directly from Sunlover Reef Cruises via our website, email, or phone, please have the physical credit card present along with a matching valid photo ID of the cardholder at check-in.

MOORE REEF

Check-in & collection of boarding passes must be completed 08:45 – 09:45 at the Sunlover Cruises desk inside the Reef Fleet Terminal, 1 Spence St Cairns City. Passengers failing to check-in by 09:45 may miss final boarding.

*Boarding will be denied without a valid boarding pass and passengers failing to present by close of check-in may miss the tour.

FITZROY ISLAND

Check-in & collection of boarding passes must be completed 08:45 – 09:45 at the Sunlover Cruises desk inside the Reef Fleet Terminal, 1 Spence St Cairns City. Passengers failing to check-in by 09:45 may miss final boarding.

*Boarding will be denied without a valid boarding pass and passengers failing to present by close of check-in may miss the tour.

REEF & FITZROY ISLAND IN A DAY

Check-in & collection of boarding passes must be completed 07:00 – 07:30 at the Sunlover Cruises desk inside the Reef Fleet Terminal, 1 Spence St Cairns City. Passengers failing to check-in by 07:30 may miss final boarding.

*Boarding will be denied without a valid boarding pass and passengers failing to present by close of check-in may miss the tour.

ADDITIONAL ACTIVITIES

Diving (Introductory, Certified Scuba Diving and Seawalker)

• Minimum age and medical conditions apply as per PADI regulations for Sea Walker, Introductory and Certified diving.
• Guests are advised to review the medical checklist prior to travel on the Sunlover website.
• Those who may have an existing medical condition or are taking regular medication are recommended to seek medical advice & provide a certificate of being “fit to dive” prior to travel.
• Passengers wishing to partake in scuba-diving must be a minimum of 12 years old, and passengers aged under 18 years old must have a consenting parent or legal guardian with them.
• Medical clearance from a doctor is required for participants aged 65 years and over.
• Certified Divers must present an internationally recognized dive license on the day of travel.
• Sunlover Cruises dive team reserve the right to refuse any person from participating in scuba-diving for any reason listed above.

Snorkelling

• A refundable deposit may be required on-board for snorkelling equipment hire.
• For any un-returned or damaged snorkelling equipment, a fee equal to the current replacement value for the snorkelling equipment will be payable at the end of the tour and the refundable deposit will be forfeited.

 

Kayaking Tours

• • Passengers wishing to partake in kayaking must be a minimum of 8 years old, and passengers aged under 18 years old must have a consenting parent or legal guardian with them.
  • Moderate swimming ability is required. Not suitable for non-swimmers.
  • Partaking in these activities is at your own risk. Sunlover is not responsible for any injury during this optional experience.

Helicopter Flights

All Helicopter Flights are operated by Zoom Helicopters Pty Ltd subject to their terms & conditions which may differ to Sunlover Cruises (including below).

• • Individual body weight of each passengers required at time of booking

• • Infants aged 0 – 1 years. Routinely one (1) infant (under 2 years of age) is permitted per flight and may travel free of charge when seated on a parent’s/guardians lap with an aviation infant seat belt restraint (provided).

• • Children aged 2 – 15 years (inclusive) must occupy their own paid seat in the helicopter.
  • Helicopter fare applies for infant bookings between 2-3 years (inclusive).
  • Zoom Helicopters require 48 hours notice for cancellation of helicopter flights for full refund.  Cancellations between 24-48hours notice prior to travel will attract 50% cancellation fee.  Cancellations inside 24 hours of travel are non-refundable.
  • Bona Fide Tour Leader Policy does not apply to helicopter flights and the standard helicopter fares will apply.

Hotel Transfers

• All hotel transfers are conducted by Excellence Coaches at an additional cost per passenger in accordance with their terms and conditions which may differ to Sunlover Cruises.
• Please be waiting outside reception your accommodation to meet the driver, passengers who miss their transfer will be required to make their own alternate arrangements and the coach fee will be non-refundable.
• Bona fide Tour Leader Policy does not apply to hotel transfers and the standard hotel transfer fares will apply.

CONDITIONS OF PASSAGE

Sunlover Operations Pty Ltd trading as Sunlover Reef Cruises:

1. 1. Accepts no responsibility or liability for any direct or indirect loss or damage of any kind. This disclaimer of liability applies irrespective of the cause, including whether or not such damage or loss is due to negligence on the part of Sunlover Reef Cruises or the withdrawal, cancellation or failure to provide a service, delay or any variation in services provided or the provision of substitute services.
   2. Does not own or operate the helicopter or photo services that are offered to our reef visitors. When using these services you are contracting with the service operator and are subject to the conditions imposed by those operators.
   3. On occasion the tropical weather conditions can cause cancellations and or changes to schedules and activities. Sunlover reserves the right to vary prices, schedules, vessels and any activities without notification. Any tickets issued are non-refundable.
   4. Acts as a private carrier and reserves the right to refuse passage to any person and/or baggage.
   5. Bringing alcohol on the vessel is prohibited at all times.
   6. All bags and luggage may be subject to a search.
   7. By accepting these “Conditions of Passage” and travelling with Sunlover Reef Cruises, the purchaser accepts and acknowledges that embarking on this cruise vessel is at his or her own risk, and that you accept these terms and conditions.
   8. Sunlover promotes a positive environment and does not accept any hate speech, included in print, clothing or objects.