Terms & Conditions

Terms and conditions

The Birrarung Yarra River is the lifeblood of our city, it is a condition of engagement that the river be considered by all clients and staff. It is our intent to leave the river, its lifeforms and people in better shape than they were found.

It is the sole responsibility of the hirer to return all hired gear in the condition it was hired. Any loss or damage will incur a fee.

Do not drag the Canoe. This will cause damage and incur an appropriate cost.

Hirer must demonstrate to upthecreek.melbourne capacity to be safe on the water in supplied craft for hire to take place. Up the creek offers training if required.

Must comply with all marine safety Victoria rules. Inc sobriety.

UTC Melbourne are not responsible for any losses of personal property while on the boats (keys, cameras, mobiles, etc).

for DIY Adventures the client takes responsibility for safety including self rescue. Tour guides and a training service are available for a fee.

Passengers are not interchangeable.

Personal flotation devices are provided for your safety and MUST be worn properly at all times. Refusal to wear a personal flotation device will result in denial to hire.

Remain seated at all times.

No intentional rocking of the boat.

Swimming from the boat is not permitted.

Passengers will be responsible for all damages to boats and equipment during hire period.

Hire ticket must be presented and PFD’s returned for a deposit refund. Do not lose, damage or tamper with your ticket.

Boats must be returned within the time shown on each ticket.

Location and duration of use will be negotiated prior to hire and is based on group size, weather, and skill level. Upthecreek.melbourne is committed to safe practice.

Misuse of the boats or misbehaviour by passengers will result in a forfeit of the deposit.

Management reserves the right to refuse the hire of any craft for any reason, at any time and to terminate the hire of any craft without refund for any improper or unsafe behavior.

Tour Fee Refund Policy

The following Refund Policy applies to all events and courses conducted by Up The Creek Melbourne:

  1. If you are unable to attend your course on the day you have booked we will endeavor to reschedule you to a later time with no penalty fee, given sufficient notice.
  2. Refunds will only be granted for medical reasons and must be accompanied by a doctor’s certificate.
  3. A $10 administration fee will be deducted from any refund.
  4. All requests must be submitted to discoveries@upthecreekmelbourne.com along with doctor’s certificate

Prior to 14 days before the course refunds will be full (less $10 administration fee).
Between 7-14 days of the course a cancellation fee of 25% will be deducted from the refund.
Within 7 days of the course no refund will be issued as staffing is still requiring to be remunerated unless sufficient medical documentation is supplied.

 

Inclement Weather and Postponement

Inclement weather or other safety issues may result in changes to the route or itinerary. This will be at the discretion of the UTC Melbourne Leader.

We will attempt to reschedule your programme. If no reschedule is possible you will be provided with a refund.

 

Customer Satisfaction Guarantee

If you are not completely delighted with the course you have undertaken, we will refund your money!

Any applications for a refund, complaints or grievances should be submitted in writing to:

email: Discoveries@upthecreekmelbourne.com

All submissions will be treated in confidence and dealt with in a timely manner. You will receive a written response.

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