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Kangaroo Island Transfers - Cancellation Policy

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Effective Date: September 1, 2025

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1. General Cancellation Terms

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1.1 Standard Transfers

  • 48+ hours before service: Full refund / No charge

  • 24-48 hours before service: 50% refund

  • Less than 24 hours before service: No refund

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1.2 Peak Season & Special Events

During peak season (December 20 - January 31, Easter holidays, and special events):

  • 7+ days before service: Full refund / No charge

  • 3-7 days before service: 50% refund

  • Less than 3 days before service: No refund

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2. Group Bookings (8+ passengers)

  • 14+ days before service: Full refund / No charge

  • 7-14 days before service: 50% refund

  • Less than 7 days before service: No refund

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3. Travel Agent & Account Bookings

3.1 Registered Travel Agents

For bookings made by registered travel agents on account:

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Standard Cancellation Terms:

  • 24+ hours before service: No charge

  • 12-24 hours before service: 25% of service fee

  • 6-12 hours before service: 50% of service fee

  • Less than 6 hours before service: 100% of service fee

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Peak Season (December 20 - January 31, Easter, Special Events):

  • 48+ hours before service: No charge

  • 24-48 hours before service: 25% of service fee

  • 12-24 hours before service: 50% of service fee

  • Less than 12 hours before service: 100% of service fee

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3.2 Account Terms

  • Cancellation charges will be added to the agent's monthly statement

  • No processing fees apply to account cancellations

  • Agents must provide passenger names within 24 hours of booking

  • Changes to passenger names permitted up to 6 hours before service at no charge

3.3 Agent Responsibilities

  • Agents are responsible for informing clients of cancellation terms

  • Agents must provide written cancellation notice via email or booking system

  • Phone cancellations must be followed by written confirmation within 24 hours.

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3.4 Credit Notes

  • Agents may request credit notes instead of refunds for future use

  • Credits valid for 12 months from original booking date

  • Credits are non-transferable between agencies

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4. Modifications & Changes

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4.1 Date/Time Changes

  • 24+ hours before original service: Free modification (subject to availability)

  • 12-24 hours before service: $25 modification fee per booking

  • Less than 12 hours: Treated as cancellation and rebooking

  • Travel Agent bookings: Free modifications up to 6 hours before service

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4.2 Passenger Number Changes

  • Increases: Subject to vehicle availability and additional charges

  • Decreases: Subject to standard cancellation policy for the reduced portion

  • Travel Agent bookings: Final numbers must be confirmed 24 hours before service

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5. No-Show Policy

Passengers who fail to appear at the designated pickup time and location without prior notice will forfeit 100% of their booking fee. A 10-minute grace period applies for all pickups.

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6. Operator-Initiated Cancellations

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6.1 Full Refund Circumstances

Kangaroo Island Transfers will provide a full refund if we cancel due to:

  • Vehicle breakdown or unavailability

  • Driver illness or unavailability

  • Unsafe weather conditions

  • Government-mandated closures or restrictions

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6.2 Alternative Arrangements

We will make every effort to provide alternative transport arrangements or reschedule at no additional cost before processing a refund.

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7. Force Majeure

No refunds or penalties apply when cancellations are due to circumstances beyond either party's control, including but not limited to:

  • Natural disasters (bushfires, floods, severe storms)

  • Airport closures

  • Government travel restrictions

  • Pandemic-related restrictions

In such cases, we will offer:

  • Free rescheduling to next available date

  • Credit valid for 12 months from original booking date

  • Refund minus non-recoverable costs (if rescheduling not possible)

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8. Travel Insurance

We strongly recommend all passengers obtain comprehensive travel insurance that includes coverage for transport cancellations and trip interruption.

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9. Special Circumstances

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9.1 Medical Emergencies

Cancellations due to documented medical emergencies (passenger or immediate family):

  • Full refund minus 10% administrative fee with valid medical certificate

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9.2 Flight Delays/Cancellations

  • If your flight is delayed/cancelled, notify us immediately

  • No cancellation fee if notification provided before scheduled pickup time

  • We will attempt to accommodate revised schedule subject to availability

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9.3 Ferry Disruptions

  • For ferry-dependent transfers, no penalty for cancellations due to ferry service disruptions

  • Alternative arrangements or full refund offered

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10. How to Cancel

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10.1 Cancellation Methods

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10.2 Required Information

  • Booking reference number

  • Lead passenger name

  • Reason for cancellation (optional but helpful)

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11. Refund Processing

  • Processing time: 5-10 business days for direct bookings

  • Travel Agent bookings: Credits/adjustments applied to next monthly statement

  • Method: Original payment method for direct bookings

  • Confirmation: Email confirmation sent upon processing

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12. Partial Service

If passenger chooses to terminate service mid-journey or declines portions of booked service, no refund will be provided for unused portions.

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13. Dispute Resolution

Any disputes regarding cancellations should first be addressed with our customer service team. If unresolved, matters may be referred to:

  • Tourism Industry Council South Australia

  • Australian Competition and Consumer Commission (ACCC)

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14. Policy Amendments

Kangaroo Island Transfers reserves the right to modify this policy. The policy in effect at time of booking applies to that reservation.

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15. Contact Information

Kangaroo Island Transfers

This policy is designed to be fair to both our customers and our business operations. We appreciate your understanding that cancellations impact our small business, including committed vehicle costs and driver schedules.

Last Updated: August 2025

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