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Booking & Cancellation Policies

 

General Bookings

  • Bookings are not confirmed until payment is received by Hidden Secrets Tours or an accredited travel agent*.
  • We strongly recommend travel insurance for your peace of mind — it’s well worth the reassurance.
  • We suggest contacting us by WhatsApp the day before your tour to confirm your details. This isn’t required, but it helps ensure a smooth experience.

Cancellation Policy – Scheduled Tours

If a confirmed standard tour booking is cancelled, the following fees apply:

  • 3–7 days prior to the HST tour: 50% cancellation fee
  • Within 72 hours of HST tour: 100% cancellation fee
  • No show: Non refundable

Date Changes

  • Date changes made within 7 days of HST tour may be treated as a cancellation and standard cancellation fees apply. However, we will always do our best to rebook your tour for a positive outcome.
  • All changes are subject to availability.

If Hidden Secrets Cancels

  • If Hidden Secrets Tours is forced to cancel a tour, all prior payments will be fully refunded, excluding third-party booking fees.

Gift Vouchers

  • Gift vouchers are non-refundable, so please choose carefully.
  • Vouchers may be transferred to another person and can be used toward any Hidden Secrets Tour of equal value (subject to availability).
  • Under Australian Consumer Law (ACL), gift vouchers must be sold with a minimum 3-year expiry period and must clearly show the expiry date. If the card has an earlier expiry date written on it, consumers will still get the mandatory 3-year period.
    Gift cards and vouchers are not covered by the 3-year period if they are:
    sold for a good or service at a genuine discount
    given to customers in a limited promotion, for example ‘valid if you book your tour today’.
  • The above policies also apply to voucher-based bookings.

Private, Corporate & Group Bookings

  • Private, corporate, and group tours are any bookings that differ in any way from our standard scheduled tours.

Booking & Payment:

  • A 50% deposit of the quoted minimum is required to secure your group tour date.
  • Full payment is due at least 7 days prior to departure.

Cancellation Fees:

  • Less than 21 days prior to HST group tour: 10% cancellation fee
  • 7–21 days prior: 50% cancellation fee
  • Within 7 days of departure: 100% cancellation fee

Additional Guests:

  • Extra participants can be added subject to availability.
  • All changes must be received in writing.

General Information

  • Tours operate in all weather
  • Bookings are only confirmed once a confirmation number, invoice, or payment receipt has been issued.
  • Credit card payments may incur a fee.
  • For any questions, please contact us on 03 9663 3358.

Private Group Options

  • Private tours can be scheduled any day of the week and tailored to your specific interests.
  • Tour durations can range from 2 to 4 hours.

Personalised Itineraries

  • We love designing unique Melbourne experiences! Contact us with your requests, and we’ll create an itinerary that reflects your interests. Feel free to contact us directly to discuss your options.

Corporate Bookings

  • Groups are generally divided into smaller groups of up to 12 participants per guide. This helps ensure safe movement through the busy city lanes and allows for clear communication and a more conversational touring experience.

Tours Conducted in French or German

  • Language tours are considered private bookings and available for individual and group bookings..
  • Tours can run for 2–4 hours, with optional lunch inclusions.
  • Please contact us for pricing and availability: 03 9663 3358 or via email on tours@hiddensecretstours.com