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Terms & Conditions

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Independent Travellers — Booking & Payment

Applies to parties of 14 or fewer passengers, or those travelling without a tour leader, for Moore Reef Day and/or Fitzroy Island tours.

How to Book


Phone: +61 7 4050 1333

In person at the Reef Fleet Terminal desk, 1 Spence St, Cairns City

Through a trusted trade partner

Payment Methods


Secure credit card link — payment required at time of booking for all website bookings

Direct deposit — remittance advice must be emailed to res@sunlover.com.au once paid

Cash — must be paid within 24 hours of booking
Credit card note: Credit card payments may incur a booking fee. The physical credit card used to make the booking — in the passenger’s name — must be presented at check-in together with matching photo ID.

Direct Deposit Bank Details

BSB: 064-804  |  Account No: 14027073
Account Name: Sunlover Operations Pty Ltd

Payment Reference: Your Sunlover confirmation number

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Cancellations & Refunds

Independent Travellers (14 or fewer)


Full refund for cancellations made more than 24 hours before travel (excluding peak periods).

100% cancellation charge for cancellations within 24 hours of travel, including no-shows.
⚠️ Exceptions within 24 hours (subject to management discretion): Cancellations due to verified illness (medical certificate required), cancelled flights to Cairns (airline notification required), minor booking changes, or rescheduling due to inclement weather may be considered. Administration fees may apply.

Groups (15 or more)


Full refund for cancellations made more than 72 hours before travel (excluding peak periods).

100% cancellation charge for cancellations within 72 hours, including no-shows.

Exceptions apply for illness, cancelled flights, minor changes, and weather — subject to management discretion. Administration fees may apply.

Optional Activities


Optional activities pre-booked or paid on-board are non-refundable for no-shows.

Refunds for optional activities are only provided if the operator cancels due to weather, safety, or operational reasons.

Sunlover-Initiated Cancellations or Changes


If Sunlover cancels a tour before departure (including due to weather), an alternative date or itinerary will be offered. If no alternative can be agreed, a full refund will be issued.

If Sunlover is required to shorten a tour due to weather, medical emergency, or factors outside its control, any partial refund is at Sunlover’s full discretion.

If Sunlover operates to an alternative reef destination, a partial refund may be offered at Sunlover’s full discretion.

On rare occasions, certain included activities (e.g. Glass Bottom Boat, Semi-Submersible, waterslide, fish feeding) may be unavailable. Where the majority of the tour can still proceed, no refund will be offered.

Third-Party & Package Bookings


Bookings made via third-party agents may require passengers to contact their agent directly — refunds are at the agent’s discretion.

Package tours operated with other companies are subject to those companies’ individual conditions and cancellation policies.
Cancellation windows at a glance:
🚢 Boat tours — Independent: Full refund if cancelled more than 24 hours before travel
👥 Boat tours — Groups: Full refund if cancelled more than 72 hours before travel
🚁 Helicopter flights: Full refund requires more than 48 hours notice (Zoom Helicopters’ own policy)
📅 Peak periods: A 7-day cancellation policy may apply — see Peak Periods section

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Peak Periods

⚠️ During Peak Periods, a 7-day cancellation policy applies. Cancellations within 7 days of travel may incur a 100% cancellation charge, subject to management discretion.

When Peak Periods Apply


Australian School Holidays

Australian and International Public Holidays

Chinese New Year Holiday period

Christmas and New Year period

Booking Changes During Peak Periods


Major changes to an existing booking, including lead passenger name changes, are not permitted during Peak Periods.
Planning to travel during a busy period? We strongly recommend booking early and taking out travel insurance to protect against unexpected changes. Contact our team on +61 7 4050 1333 if you have any questions about your booking dates.

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Rates & Fare Types

Passenger Age Categories

Adult

16 years of age or older at time of travel

Child

4–15 years (inclusive) at time of travel

Infant

Up to 3 years old (inclusive) at time of travel

Family

2 adults + 2 children aged 4–15 years

Important Notes


The 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 and child is 2–15 years.

All rates are ex Reef Fleet Terminal and Fitzroy Island, and are inclusive of GST and Environmental Management Charge (EMC).

Rates are subject to change without notice due to changes in government charges, taxes, or levies.

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Locals Rate — Cairns Residents

30% discount for local Queensland residents with Australian postcodes starting with 48** — that’s Cairns and surrounding areas.

How to Book the Locals Rate


Phone: +617 4050 1333

In person at the Sunlover Reservations desk, Reef Fleet Terminal

Conditions


Valid Local ID and proof of local residency with matching photo ID must be presented at check-in.

All passengers travelling on the same booking are also eligible for the Locals Rate.

Reservations are non-transferable and cannot be combined with any other offer or promotion.
⚠️ The Locals Rate does not apply to: family packages, optional activities, helicopter tours, photo packages, or on-board purchases.

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Everyday Hero Rate

30% discount for employees in Essential Services, Defence Force, Emergency Services, and Healthcare industries. Valid for travel until 31 March 2026.

Who Qualifies


Essential Services workers

Australian Defence Force personnel

Emergency Services workers

Healthcare industry employees

Conditions


Must be booked through the specified link with pricing already adjusted to reflect the discount.

A valid work ID badge must be presented on the day of travel.

Valid for new bookings only. Available for travel until 31 March 2026.

All passengers travelling on the same booking are also eligible for the 30% discount.

Reservations are non-transferable and cannot be combined with any other offer or promotion. Subject to availability until allocation is exhausted.
⚠️ The Everyday Hero Rate does not apply to: family packages, optional activities, helicopter tours, photo packages, or on-board purchases.

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Groups (15 or More Passengers)

Also applies to smaller groups travelling with a tour leader, for Moore Reef Day and/or Fitzroy Island tours.

How to Book


Through a trusted trade partner

Payment


Secure credit card link, direct deposit, or cash at time of booking (or up to 72 hours prior to travel at management discretion).

The physical credit card in the passenger’s name must be presented at check-in with matching photo ID.
Direct Deposit Bank Details
BSB: 064-804  |  Account No: 14027073
Account Name: Sunlover Operations Pty Ltd
Send remittance advice to: groups@sunlover.com.au

Tour Leader Policy


One (1) complimentary Tour Leader place for 15 or more full paying guests — on request only.

The Bona Fide Tour Leader must be a professional Tour Guide or Tour Leader working for a Travel Agent, Ground Handler, or Inbound Operator — not a passenger.

Valid Tour Leader ID or certification with company or tourism organisation logo will be requested at check-in.

Sunlover reserves the right to charge the Tour Leader the standard fare at its full discretion.

The Tour Leader Policy cannot be used with any other packages or combos, and does not apply to helicopter flights or hotel transfers — standard fares apply for these.

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Booking Requirements & Reconfirmation

General Requirements


When making a booking, passengers must provide accurate information including: full name of lead passenger, contact details, number of passengers and ages, dietary requirements, optional extras, coach transfers, and any other relevant information.

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 provided at booking or reconfirmation.

All bookings are non-transferable. Sunlover reserves the right to request matching photo ID from the lead passenger at check-in.
Our recommendation: Consider taking out travel insurance and checking trip-interruption benefits before you travel. Some credit cards also include additional travel protection at no extra cost — check with your provider.

Special Dietary Requirements


Moore Reef and Moore Reef & Fitzroy Island buffets cater for a range of dietary requirements. Please advise at the time of booking. Advising of dietary requirements does not infer requests for meals not included in the standard buffet.

Fitzroy Island Picnic Lunchboxes offer alternative meal options — please advise your preferred lunchbox from the menus available at the time of booking.

Sunlover buffet and lunchbox menus with dietary options are available on the Sunlover website.
⚠️ All special dietary requirements must be requested a minimum of 24 hours before travel.

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Payments & Credit Card Surcharges

Credit Card Surcharge


A 1.5% surcharge applies to payments made by Visa, Mastercard, and Amex via secure credit card link.

For credit card security and anti-fraud purposes, the physical credit card used to purchase the booking must be presented at check-in on the day of travel, along with matching valid photo ID.
Surcharge pricing valid: 01/04/2025 – 31/03/2026

FUEL SURCHARGE

Due to the significant increase and volatility of fuel prices in Australia, a fuel surcharge applies to all Sunlover Reef Cruises tours. This surcharge is imposed in accordance with applicable Australian Consumer Law, including the Competition and Consumer Act 2010 (Cth).

The fuel surcharge:

  • Is a separate, clearly identified charge applied per person in addition to the base fare;
  • Varies by tour type and passenger category (Adult/Child);
  • May be introduced, varied, or removed at any time, with reasonable notice provided to consumers prior to booking;
  • Does not apply retrospectively to bookings confirmed before the surcharge effective date;
  • Is payable at the time of booking;
  • Is non-commissionable.

Current Fuel Surcharge Rates (effective 1 April 2026):

Adult Child (4–14 yrs)
Moore Reef Full Day Tour / Reef & Island in a Day $10 $5
Fitzroy Island Tours $4 $2

The fuel surcharge applies to all new bookings from 30/3/26 with travel from 1 April. This surcharge will be monitored and reviewed regularly in accordance with fuel price fluctuations. For the most up-to-date surcharge rates, please refer to our Pricing page.

Fuel surcharge pricing valid: 01/04/2026 – until further notice

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Gift Certificates & Prize Vouchers

Purchased Gift Certificates


Issued in exchange for monetary value and intended for use as payment for Moore Reef and/or Fitzroy Island tours operated by Sunlover Reef Cruises.

Valid for three (3) years from the date of purchase and can be redeemed at any time, subject to availability.

Non-refundable and cannot be exchanged for cash or any other form of currency.

If the value of the gift certificate exceeds the total purchase amount, the remaining balance will be stored and can be used for future transactions.

Lost or stolen gift certificates will not be reissued or refunded.

Gifted Prize Vouchers


Issued as part of a promotional giveaway — not available for purchase.

May be subject to specific terms and conditions associated with the promotion during which it was awarded.

Has an expiration date as indicated on the voucher — must be redeemed before the specified date.

Non-transferable and cannot be exchanged for cash or any other currency.

Management reserves the right to determine validity and may refuse redemption at its discretion, particularly over peak periods or during special events.

Lost or stolen vouchers will not be reissued or refunded. It is the voucher holder’s responsibility to keep the voucher secure.

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Check-In Information

⚠️ Boarding will be denied without a valid boarding pass. Passengers failing to check in by the close of check-in may miss the tour entirely.

All tours depart from the Sunlover Cruises desk inside the Reef Fleet Terminal, 1 Spence St, Cairns City.

Check-In Times by Tour

🐠 Moore Reef Day Tour

Check-in: 08:45 – 09:45

Boarding closes: 09:45

🏝️ Fitzroy Island Tour

Check-in: 08:45 – 09:45

Boarding closes: 09:45

🌊 Reef & Fitzroy Island in a Day

Check-in: 07:00 – 07:30

Boarding closes: 07:30

Credit Card Check-In Requirement

If you paid by credit card directly through Sunlover Reef Cruises (via website, email, or phone), please bring the physical credit card and a matching valid photo ID of the cardholder to check-in on the day of travel.

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Additional Activities

Diving (Introductory, Certified Scuba & Seawalker)


Minimum age and medical conditions apply as per PADI regulations for Seawalker, Introductory, and Certified diving.

Guests are advised to review the medical checklist on the Sunlover website prior to travel.

Those with an existing medical condition or taking regular medication should seek medical advice and provide a “fit to dive” certificate prior to travel.

Passengers must be a minimum of 12 years old to participate in scuba diving. Passengers under 18 must have a consenting parent or legal guardian present.

Medical clearance from a doctor is required for participants aged 65 years and over.

Certified divers must present an internationally recognised dive licence on the day of travel.

Sunlover’s dive team reserves the right to refuse participation for any of the reasons listed above.

Snorkelling


A refundable deposit may be required on-board for snorkelling equipment hire.

If equipment is not returned or is damaged, a fee equal to the current replacement value will be payable at the end of the tour and the deposit will be forfeited.

Kayaking Tours


Participants must be a minimum of 8 years old. Passengers under 18 must have a consenting parent or legal guardian present.

Moderate swimming ability is required. Not suitable for non-swimmers.

Participation 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 own terms and conditions, which may differ from those of Sunlover Reef Cruises.

Individual body weight of each passenger is required at time of booking.

Infants aged 0–1 years: routinely one (1) infant per flight, travelling free on a parent’s or guardian’s lap with an aviation infant seat belt restraint (provided).

Children aged 2–15 years must occupy their own paid seat. Standard helicopter fare applies for infants aged 2–3 years.

The Bona Fide Tour Leader Policy does not apply to helicopter flights — standard fares apply.
⚠️ Helicopter cancellation policy — different from boat tours:
🚢 Boat tours: Full refund if cancelled more than 24 hours before travel
🚁 Helicopter flights: Full refund requires more than 48 hours notice. Cancellations between 24–48 hours attract a 50% fee. Cancellations inside 24 hours are non-refundable.

Hotel Transfers


All hotel transfers are conducted by Excellence Coaches at an additional cost per passenger, in accordance with their own terms and conditions.

Please wait outside reception at your accommodation to meet the driver. Passengers who miss their transfer must make their own alternate arrangements — the coach fee is non-refundable.

The Bona Fide Tour Leader Policy does not apply to hotel transfers — standard fares apply.

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Image Use & Privacy

Sunlover Reef Cruises is committed to handling your personal information, including photographs and recordings, in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Collection of Images


By proceeding with your booking, you acknowledge and consent to Sunlover Reef Cruises (or its agents) taking photographs, audio recordings, video recordings, or other recordings that capture your image, likeness, voice, or performance (“Images”) during the course of your tour.

You also consent to Sunlover receiving and using Images of you from third parties.

Use of Images for Marketing


Images may be used to market and promote Sunlover Reef Cruises’ services. This includes, but is not limited to, use in print, broadcast, internet media, direct marketing, downloadable content and applications, and all other media, platforms, or technologies now known or to be developed, for distribution worldwide.

Images may be altered, modified, combined, or incorporated into other works.

Your Privacy Rights (APP 12 & 13)


Right of access: You have the right to request access to Images we hold of you.

Right of correction: You have the right to request correction of Images to ensure they are complete and not misleading. However, where Images have already been incorporated into published marketing materials, it may not be reasonably practicable to make changes, and we reserve the right to decline such requests in those circumstances.

Complaints: If you believe your privacy rights have not been respected, you may contact us in the first instance. You also have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Privacy Enquiries

To exercise your privacy rights or make an enquiry, please contact us:
📧 res@sunlover.com.au
📞 +61 7 4050 1333
📍 Sunlover Cruises desk, Reef Fleet Terminal, 1 Spence St, Cairns City
This policy is governed by the laws of Queensland, Australia.

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Conditions of Passage & General Information

General Information


Sunlover Operations Pty Ltd is trading as Sunlover Reef Cruises, ABN 50 109 735 177.

All bookings are subject to availability.

By proceeding with a booking, passengers agree to all Sunlover Reef Cruises Terms and Conditions and Conditions of Passage.

All rates are inclusive of Goods & Services Tax (GST) and Environmental Management Tax (EMC).

Rates are subject to change without notice due to changes in, or imposition of, government charges, taxes, or levies, at the discretion of Sunlover Operations Pty Ltd.

There may be instances where certain included or optional activities are unavailable due to unforeseen circumstances. Sunlover makes every effort to have its full product offering available and does not offer refunds for such instances.

Sunlover Cruises operates a non-smoking and non-vaping policy aboard all vessels and on the pontoon.

Sunlover promotes a positive environment and does not accept any hate speech, including in print, clothing, or objects.

Conditions of Passage


Sunlover Operations Pty Ltd accepts no responsibility or liability for any direct or indirect loss or damage of any kind, irrespective of cause, including loss due to negligence, withdrawal, cancellation, failure to provide a service, delay, variation in services, or the provision of substitute services.

Sunlover does not own or operate the helicopter or photo services offered to reef visitors. When using these services, passengers are contracting directly with the service operator and are subject to that operator’s conditions.

Tropical weather conditions may cause cancellations or changes to schedules and activities. Sunlover reserves the right to vary prices, schedules, vessels, and activities without notification. Any tickets issued are non-refundable.

Sunlover acts as a private carrier and reserves the right to refuse passage to any person and/or baggage.

Bringing alcohol on board the vessel is strictly prohibited at all times.

All bags and luggage may be subject to search.

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 their own risk and that they accept these terms and conditions.
Questions? Contact our reservations team:
📧 res@sunlover.com.au  |  📞 +61 7 4050 1333
📍 Sunlover Cruises desk, Reef Fleet Terminal, 1 Spence St, Cairns City

Prices

A range of different tours, activities and packages to choose from.

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Getting Here

The Sunlover reservations team are inside the Reef Fleet Terminal.

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Local Deals

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FAQs

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Specials

Specials Available till March 2026!

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We acknowledge the Gimuy Walubara Yidinji, Mandingalbay Yidinji, Yirrganydji and Gunggandji peoples, who for thousands of years have been the first scientists and caretakers of the Great Barrier Reef. Their deep knowledge, passed through generations, continues to guide how we learn from and protect this remarkable sea country.

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    Contact Us

    1800 810 512

    or 07 4050 1333

    res@sunlover.com.au

    Reef Fleet Terminal

    1 Spence St, Cairns
    Queensland 4870

    © 2026 Sunlover Reef Cruises | Website by Bang Media
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    🎢 The Only Waterslide on the Great Barrier Reef!

    Great news — our famous waterslide is back and better than ever! Sunlover is home to the only waterslide on the entire Great Barrier Reef — and your family can experience it right here on our Moore Reef pontoon.