Terms & Conditions
Bookings
Bookings can be made through our online booking system 24 HOURS PER DAY @ www.heartofreefshuttles.com.au. E-tickets are delivered by email after the booking is made and the persons will be notified once the booking is complete by email. Once you have received your confirmation ticket via email, please check all your details are correct as we will not be held responsible if you miss your bus due to incorrect information you have entered on your booking when you book via the website.
Please book the Actual Flight/Service you are on as our buses are allocated to each flight.
(no card holder information is stored on any of our systems)
By calling the office on 07 4948 2385 and speaking with our friendly staff.
Or emailing res@horsw.com.au.
Luggage Policy
Baggage is limited to one large suitcase and one piece of hand luggage per person (per airport weight guidelines).
Additional luggage will be charged at $10.00 per bag – when booking online please select the extra luggage option. If you are speaking with our Reservations team, please let them know so they can book this for you.
Surcharge – $10 applies to the following luggage items:
- Additional suitcases
- Surfboards
- Bike in a box/bag
- Golf Clubs
- Porta Cots
Although we take very good care in handling and transporting luggage, we accept no responsibility and shall not be liable for lost or damaged luggage; Personal and valuable items should be carried with you as hand luggage (e.g. Jewellery, expensive equipment, cash, computers, and electronic equipment & medication).
Cancellation & Refund Policy
Cancellations more than 24 hours will be eligible for a refund or Credit at the full discretion of Heart of Reef Shuttles. Credits will be held for 12 months.
No refund is available for cancellations with less than 24 hours’ notice or failure to board.
Terms
- No Food and Drinks to be consumed on the bus.
- Smoking / Vaping and the consumption of Alcohol or illegal drugs is prohibited in the vehicles under Australian Federal and State Government Regulations.
- Any passengers displaying violent, aggressive, or disorderly behavior will not be permitted on the bus; any fares paid will be forfeited.
- We will not be held responsible for delays beyond our control; however, we will make every effort to overcome the problem and get you to your destination.
ACT OF GOD - FORCE MAJEURE
We will not be liable for failure or delay in providing services where such failure or delay is due to events beyond our reasonable control. These events may include, but are not limited to: severe weather, flooding, natural disasters, airport closures, road closures, airline cancellations, missed fights, government restrictions, accidents, or other unforeseen circumstances that make it unsafe or impossible to operate the service. The safety of our passengers and drivers is our highest priority. If road conditions, weather events, or other circumstances make it unsafe or impossible to operate a scheduled service, we reserve the right to cancel or suspend the service.
All passengers are responsible for checking with their airline / airport website and contacting Heart of Reef Shuttles to reschedule if any of the above occur.
NO REFUNDS will be given; however, we will re-book your shuttle for future use at no extra cost. We can offer a credit and hold it on file for 12 months ONLY.
If your flight times have been altered, please advise us as soon as possible.
Onward Tours – Inc FERRY
Heart of Reef Shuttle Service operates strictly as an airport transfer provider. We do not provide or guarantee connections to any onward tours, cruises, or ferry services. As a shared shuttle, stops are made to accommodate multiple passengers.
Direct transfers are available via a private transfer, taxi or rideshare services for guests requiring guaranteed timing or exclusive transport.
CRUISE WHITSUNDYAS – FERRY – State you must be there 30 min prior to your Ferry departure time. All guests are responsible for checking their own travel plans tours, timing etc.
Arrivals - Before Collecting Luggage
Shuttle buses are allocated for each flight. If the flight is EARLY or LATE, we will be waiting “shuttle bus times have been based around the flight times” and are an ESTIMATE ONLY, the time of drop off to your selected destination is also an ESTIMATE ONLY. The time on your ticket will not always be accurate or exact.
Please make your way to the Heart of Reef Airport desk as soon as you land (opposite the luggage collection area). Your name will be on our TV screen; check in with our friendly staff and they will give you instructions to the bus once you have collected your luggage.
The Shuttle Bus will leave once everyone is accounted for and on board the bus.
Departures
Once your departure is booked you will receive an e-ticket with your shuttle pick up time (please check that all details are correct). The bus will wait ONLY 5 mins past pick up time and leave. We will not be held responsible if you are late and miss your shuttle.
All passengers must be waiting 10-15 min prior to the scheduled pick up time to coincide with your flight time.
Flight Delays - Shuttle times are subject to change
If a flight is more than 2-3 hours delayed, we MAY also delay the shuttle to coincide with the scheduled flight time; in this case we would be in contact with you to inform you of the new pick-up time for your departing flight.
Travel Insurance
Passengers are strongly advised to purchase travel insurance prior to travel, as protection against any loss, damage, or cancellation, Force Majeure.
Mobility
All passengers need to ensure they can board, disembark, and move around the bus unaided or, alternatively, travel with a care assistant or companion.
Wheelchairs
Must be advised at the time of booking. If a wheelchair bound client is booked, they must have appropriate carers to assist with boarding the bus. The drivers will make every effort to assist; however, they do not have the training or physical attributes to be able to always help. Client’s wheelchairs must be collapsible variety as we do not have wheelchair assessable buses. Passengers will have to climb up 3 stairs and when in the bus another step up to the seat.
Pre-Booked Private Transfers - Terms
Pre bookings are essential and full payment is due upon booking. Within the total amount a $50.00 NON-REFUNDABLE administration fee will be deducted if cancellation occurs.
Private transfers cannot be booked via our website. All enquires to be emailed.
Lost Property Policy
Lost property can be claimed by contacting our office on 07 49482385.
Heart of Reef Shuttles takes no responsibility for lost property. If any lost property has been located it will be held at our Depot in Cannonvale for a period of 3 months.
After the 3-month period has passed all lost property items will be donated to charity. If you wish to have your lost property delivered to you additional costs will apply.
Prices are subject to change without notice and may vary at any time in the future.
Contact Us
If you have any questions or Complaints about our Privacy Policy or Terms and Conditions, do not hesitate to contact us.
Heart of Reef Shuttles Whitsunday’s Pty Ltd
48-50 Carlo Drive Cannonvale
Phone: 07 4948 2385
res@horsw.com.au
ABN - 52 548 252 765
ACN - 623 307 684