Booking Confirmation
- Guests are responsible for ensuring all booking details are correct, including cruise date, number of passengers, inclusions and pricing.
- Any discrepancies must be reported to Australian Cruise Group via email to help@australiancruisegroup.com.au within 7 days of receiving the booking confirmation. Requests made after 16 December cannot be guaranteed, in line with the cancellation policy.
- New Year’s Eve cruise is an annual event and the tickets are not transferrable to an alternative date. Any references in the general terms and conditions to ticket transfers or related rights do not apply to the operators’ special event cruises, including New Year’s Eve cruises.
Cancellations, Refunds & No-Shows
- All cancellation requests must be submitted via email to help@australiancruisegroup.com.au
- The following cancellation conditions apply:
- On or before 31 October (11:59pm AEST): Full refund
- 1–30 November (11:59pm AEST): 40% cancellation fee
- 1–15 December (11:59pm AEST): 60% cancellation fee
- 16–31 December: 100% non-refundable
- No-shows: 100% charge applies – no refunds
- Refunds, where applicable, will be processed to the original payment method.
- A “no-show” refers to any confirmed passenger who fails to board the vessel prior to scheduled departure. Please note, we make every effort to ensure our cruises depart on time. It is highly recommended that all passengers are ready for boarding 30 minutes prior to the scheduled departure time.
Bookings Made Through Third-Party Booking Agents
- Bookings made through third-party booking agents including Online Travel Agents & Travel Distribution Partners cannot be amended or cancelled by the operator or Australian Cruise Group. All changes, cancellations, or enquiries relating to such bookings must be made directly with the relevant third-party booking agent via their nominated channels.
Identification & Age Restrictions
- If requested, upon boarding guests must be prepared to present:
- Valid government-issued photo identification (passport or driver’s licence); and
- The credit card used to complete the booking.
- Failure to present the above may result in boarding being delayed or denied.
Seating Arrangements
- All bookings with odd-number passenger count will be seated at shared tables, subject to the cruise director’s discretion.
- Requests to be seated with other guests must be submitted at least 7 days prior to the cruise date. Seating requests received after this cannot be guaranteed.
- Seating arrangements are finalised prior to departure and cannot be amended onboard.
Dietary Requirements
- While vegetarian options are provided, the operator is unable to accommodate individual menu modifications or substitutions.
- The operators' kitchens handle a variety of ingredients. Food prepared onboard may contain or come into contact with allergens including but not limited to nuts, gluten, dairy and non-halal products.
- The operators cannot guarantee an allergen-free environment, and accepts no liability for allergen exposure.
- Guests with severe allergies or dietary sensitivities should use their own discretion when booking.
- Information provided by staff & crew is for general guidance only and does not constitute dietary or medical advice.
Customer Service
- Our onboard crew, led by the Cruise Director, are committed to ensuring an enjoyable experience for all guests on board.
- If you are dissatisfied with any aspect of your cruise experience, please raise it with the Cruise Director during the cruise so it can be addressed onboard.
- Please Note: Our vessels do not have luggage storage on board, at the pontoon, or at the wharf office. We kindly ask guests to make alternative arrangements, such as storing luggage at their hotel, prior to the cruise.
New Year’S Eve Fireworks Display
- The Sydney Harbour New Year’s Eve fireworks display is delivered by third-party authorities and is outside the control of the cruise operator.
- Since 1999, our guests have enjoyed prime views of the fireworks display from the exclusion zone assigned for cruise boats by NSW Roads and Maritime. The Captain will make every effort to position the vessel for optimum viewing of the fireworks display.
- The exact location of the vessel cannot be guaranteed due to the heavy traffic and congestion on the harbour or due to any prevailing weather conditions.
- In the event that the fireworks display is cancelled, postponed, reduced, interrupted or altered for any reason, including reasons beyond the control of the operator, no refund or compensation (full or partial) will be offered by Australian Cruise Group.
Operational, Safety & Compliance Conditions
- The operator reserves the right to substitute a vessel of similar standard without notice for operational, safety or regulatory reasons.
- Guests must comply with all lawful crew instructions and onboard safety requirements at all times.
- Smoking is permitted only in designated smoking areas.
- Sydney Harbour Marine Pollution regulations (MARPOL) apply. Guests must not discard any objects or substances into the harbour (including cigarette butts, glassware, bottles etc.) Any fines or penalties imposed by authorities will be the responsibility of the offending guest.
- As part of our privacy policy, if requested by authorities, Australian Cruise Group will be liable to disclose your details to regulators.
Responsible Service Of Alcohol
- Operators are required to strictly adhere to the NSW Responsible Service of Alcohol (RSA) Guidelines at all times.
- Alcohol will only be served to persons 18 years of age or over. Guests under the age of 18 years will only be served non-alcoholic beverages. Valid photo identification may be requested at boarding, and during the cruise.
- Alcohol service may be refused to any guest who is intoxicated or appears to be intoxicated.
- The operator reserves the right to remove any disorderly passengers from the vessel with the assistance from the water police, if required.
- Guests must not bring alcohol or illicit substances onboard. The operator reserves the right to conduct security checks by licensed personnel prior to boarding.
- RSA decisions made by crew or management are final.
