Refund & Cancellation Policy

Ch-Ex Co. Pty Ltd (ABN 51 692 527 790)
Trading as Wild Side Melbourne

Effective Date: 30 July 2026
Registered Office: Collingwood, Victoria, Australia
Email: info@ch-ex.com.au
Website: www.ch-ex.com.au

1. Overview

At Wild Side Melbourne, we strive to provide safe, enjoyable and memorable experiences for every guest.

This Refund & Cancellation Policy explains how cancellations, refunds, credits and booking changes are handled. It forms part of our Terms and Conditions and should be read together with those Terms.

Nothing in this Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL).

2. Australian Consumer Law

Our tours and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Where required by law, customers may be entitled to a refund, replacement, resupply of services or other remedies.

This Policy applies in addition to, and not instead of, your rights under Australian Consumer Law.

3. Customer-Initiated Cancellations

Cancellation requests must be submitted in writing by emailing info@ch-ex.com.au.

The time of cancellation is determined by the time your email is received.

4. Group Tours (Individual Bookings)

For customers who have booked individual seats on a scheduled public tour:

More than 7 days before departure

Customers are entitled to:

a full refund; or
where agreed, a free transfer to another available departure.
Within 7 days before departure

Bookings become non-refundable.

Transfers or credits may be offered at Ch-Ex's discretion but are not guaranteed.

No-show

Customers who fail to attend the designated meeting point before departure will be considered a no-show.

No-shows are non-refundable.

5. Private Tours

For bookings where a tour is reserved exclusively for an individual, family, business, school or private group:

More than 14 days before departure

Customers are entitled to:

a full refund; or
reschedule without charge (subject to availability).
Between 14 days and 24 hours before departure

Customers are entitled to a 50% refund.

Alternatively, Ch-Ex may, at its sole discretion, offer:

a travel credit; or
a rescheduled tour.
Within 24 hours before departure

Bookings are non-refundable.

No-show

Failure to attend a Private Tour at the agreed meeting time is treated as a cancellation within 24 hours.

No refund is available.

6. Booking Changes

Where possible, Ch-Ex will assist customers wishing to:

change travel dates;
transfer a booking to another person;
amend passenger details.

Changes are subject to:

availability;
operational requirements; and
any costs charged by third-party suppliers.

Approval is not guaranteed.

7. Cancellations by Ch-Ex

Ch-Ex may cancel or modify a tour where necessary due to circumstances including:

severe weather;
bushfires;
flooding;
unsafe road conditions;
government restrictions;
illness or emergency affecting guides;
vehicle breakdown;
minimum participant numbers not being reached;
operational requirements;
events beyond our reasonable control.

Where Ch-Ex cancels a tour before departure, customers may choose one of the following:

transfer to another available departure;
travel credit; or
a full refund.

Refunds are limited to the amount paid to Ch-Ex for the affected booking unless otherwise required by law.

8. Minimum Participant Numbers

Some tours require a minimum number of participants.

Where minimum numbers are not achieved, Ch-Ex may:

reschedule the tour;
offer an alternative departure;
provide a travel credit; or
issue a full refund.
9. Weather

Most Wild Side Melbourne tours operate in all weather conditions.

Weather conditions alone do not entitle customers to cancel or receive a refund.

Minor itinerary changes caused by weather, road closures, park management directions or operational requirements are not considered cancellations.

Where weather creates an unacceptable safety risk, Ch-Ex may modify or cancel the tour.

10. Refund Processing

Approved refunds will normally be processed within 7–10 business days.

Refunds will be issued using the original payment method wherever possible.

Depending on your financial institution, additional processing time may apply.

11. Third-Party Costs

Ch-Ex is not responsible for costs incurred outside your booking, including but not limited to:

flights;
accommodation;
public transport;
taxis;
parking;
meals;
travel insurance;
personal expenses.

Customers are strongly encouraged to obtain appropriate travel insurance.

12. Circumstances Where Refunds Are Not Available

Unless required by Australian Consumer Law, refunds will not be provided where:

the customer changes their mind;
incorrect booking details were supplied by the customer;
the customer arrives after the scheduled departure time;
the customer fails to attend the tour;
the customer is refused participation because they are intoxicated or under the influence of illegal drugs;
the customer is removed from the tour for unsafe, abusive or unlawful behaviour;
the customer fails to meet any stated participation requirements;
itinerary changes occur due to weather or operational requirements without cancellation of the tour.
13. Travel Credits

Where Ch-Ex offers a travel credit instead of a refund:

credits are non-transferable unless approved by Ch-Ex;
credits may only be used towards future bookings made directly with Ch-Ex;
credits are valid for 12 months from the date of issue unless otherwise stated;
unused credits cannot be redeemed for cash.
14. Force Majeure

Ch-Ex will not be liable for delays, cancellations or changes caused by events beyond our reasonable control, including:

natural disasters;
severe weather;
bushfires;
pandemics;
industrial action;
government restrictions;
war;
civil unrest;
transport disruption.

Where practical, Ch-Ex will endeavour to offer customers an alternative tour, travel credit or refund in accordance with Australian Consumer Law.

15. Questions

If you have any questions regarding this Policy or wish to request a cancellation or refund, please contact:

Ch-Ex Co. Pty Ltd
Trading as Wild Side Melbourne

Email: info@ch-ex.com.au

Collingwood, Victoria, Australia

Last Updated: 30 July 2026