Terms, conditions and important information (Tours)
ADVANCED BOOKINGS can be made on-line and we strongly recommended that when using this facility, that you book no less than 2 working days prior to your desired tour*. Telephone bookings can also be made by calling (01983) 475399 during office hours. All advanced bookings are subject to a small booking fee. Passengers may also join tours on a "turn up on the day and ride" basis but seats will be subject to availability. On-line bookings are confirmed by Email and a printable 'E-ticket-confirmation' which may be required to be be presented on the day of the tour to the driver/guide (we will also accept viewable tickets via mobile device). *PLEASE NOTE that it can take up to 5 working days to receive your E-Ticket if it is a combined Tour/Hovercraft ticket. Island Ghost Tour must be booked in advance as these will only operate with sufficient advanced bookings. Please do not book seats via the on-line facility less than 12 hours prior to any tour. Although the system will accept and 'confirm' the booking, our staff may not receive the notification of the booking being made in sufficient time to fully process it.
OUR NORMAL DEPARTURE POINT (unless otherwise stated) is on Ryde Esplanade Coach pick-up point approx 20 metres east of the pedestrian footbridge to Hovercraft terminal or 50 metres from Ryde Bus Station in the direction of Ryde Pavillion. Some tours have additional (or possible) pick up points. Please refer to the tour description.
ALL TOURS are subject to availability and operate on a minimum number of bookings basis. We strongly advise that unless you have booked in advance that you check a tour is running and space is available on a particular day.
SMOKING (including ’electronic’ devices) is not permitted on our vehicles. It is unlikely that there will be an excess of more than an hour and half between stops.
ALCOHOL/FIZZY DRINKS are not to be consumed on our vehicles.
HOT FOOD is not to allowed on our vehicles.
HOT DRINKS (excludes Ghost Tour) will be available at various outlets during your tour on a complimentary basis. Voucher-cards will be issued by the guide/driver at the start of your tour and you will be advised which outlets at the designated stops accept them. PLEASE NOTE the voucher-cards cannot be exchanged for cash or any other products other than hot drinks of a standard or regular variety. A limited supply of bottled water maybe available on board the coach at a small charge (especially during hot weather) and may be consumed when the vehicle is in motion (Subject to availability).
SEAT BELTS are to be worn at all times while the vehicle is in motion. This particularly applies to children as it is our legal obligation to ensure they are wearing a seat belt.
CCTV is fitted and in use on our vehicle.
CHILDREN under the age of 14 will only be carried when accompanied by an adult. All pre-booked children will be allocated a seat irrespective of age. We cannot allow children to sit on an adult’s lap or share a seat. Parents of small children (or infants) who would normally be conveyed in a child seat, will be expected to bring such a seat with them so it can be secured to a seat on the vehicle. We can provide up to 2 ‘booster’ seats for older children. Please note that we only have a limited number of child spaces available on any tour and will be allocated on a first come, first served basis. Child fare* applicable from the 5th and up to 16th birthdays. Under 5 years free on a one per adult basis but age-appropriate child seat(s) must be used. *Child fares are not available on the Island Ghost Tour.
YOUR PROPERTY and belongings are your responsibility. We cannot accept responsibility for any loss or damage to your property during your time with us. We strongly advise you to not leave valuable items unattended on the coach during stops. The vehicle will normally be locked and secured when ever it is left unattended by our staff.
LUGGAGE and bulky items such as push/wheel chairs can be accommodated on our vehicle (subject to space availability).
IF A TOUR IS CANCELLED we reserve the right to cancel a tour at short notice in the event of lack of bookings, adverse weather conditions or vehicle/staff unavailability (for whatever reason). We will attempt to notify any booked passengers as soon as possible via mobile SMS and EMAIL message and/or by actual phone call using the mobile number that you registered during the booking process (Please note that we may only attempt to contact you via telephone call during office hours, SMS/EMAIL contact will be made outside of office hours). Our liability will be limited to providing a full refund of monies paid in such circumstances. PLEASE NOTE that in the event of a tour having no bookings at all, we reserve the right not to dispatch the vehicle from our depot. If you plan to join a tour without pre-booking, we would advise that you contact us first to make sure the tour is likely to operate to avoid any unnecessary inconvenience and disappointment.
TOUR ITINERARIES will be kept to and followed as per published in our current brochure and on our website as much as possible. However, it may be necessary to make some adjustments at short notice to any itinerary for either operational reasons or any other reason which may dictate the need to do so. Such circumstances would include restricted access to a planned attraction/refreshment stop due to road closures etc, or any other reason beyond our control. Should this situation arise, your guide and/or driver will endeavour to minimise any necessary changes to the advertised itinerary and will inform you of such changes. However, we would be unable to accept responsibility for any refunds (partial or otherwise) to compensate for a deviation to an itinerary due to circumstances beyond our control.
OUR VEHICLES have maximum seating capacity of 22 which cannot be exceeded under any circumstances. However, we reserve the right to substitute for another vehicle in the event of the specified one being unavailable for what ever reason. This may mean that the substitute vehicle will be that of a higher seating capacity and that it may not have all the advertised features of our specified tour vehicle.
FARES quoted are for travel only (unless otherwise stated). Additional costs such as admission charges are not included. However, our passengers can enjoy certain exclusive discounts at certain venues. Our guide or driver will make you aware of these accordingly.
REFUNDS will be considered on an individual case basis. However we would not be able to offer a refund in the following circumstances; 1) The passenger arrives late at the departure point without contacting us and misses the tour as a result (providing a mobile number has been provided, the driver/guide will attempt to contact any missing passengers before departing). We will normally wait for up to 15 minutes for any late passenger(s) that we are aware of. 2) A refund is requested which would result on the passenger numbers of the tour being less than the minimum required for it to operate UNLESS the applicable seats can be re-sold. 3) We have to refuse to carry the passenger(s) due to any circumstances which may compromise their safety or the safety and comfort of any other passengers, the safety of our crew or the safety of our vehicle or any other road user (i.e. through intoxication or offensive behaviour). Our driver/guide's decision would be final on the day in these circumstances however the affected passengers still have the right to follow our complaints process.
COMBINED TOUR/HOVERCRAFT TICKET is available on certain tours (as indicated). Ticket should be booked at least 5 working days* in advance via us and not through Hovertravel. You must be able to produce your 'E-Ticket' at the sales desk at the Southsea Hovercraft terminal no later than 20 minutes before the scheduled crossing time.The outbound departure time from Southsea is 09:30hrs and the return departure time from Ryde is either 17:15hrs or 17:45hrs. Neither Island Explorer or Hovertravel will be responsible for late arrivals and subsequent missed hovercraft departures however caused. In the event of the 09:30hrs hovercraft departure being late (for whatever reason), the tour departure will be held for as long as necessary (within reason). The affected passenger(s) should contact us in such circumstances by calling our out of hours number (01983) 617018 and/or making the terminal staff aware that you are travelling to connect with the tour and that request that they inform us of the delay. Hovercraft crossing is subject to Hovertravel's separate terms and conditions and the combined ticket cannot be used on any other crossing/date other than the one specified on the ticket. *PLEASE NOTE that it can take up to 5 working days to receive your combined Tour/Hovercraft E-Ticket.
COMPLAINTS In the unlikely event of a complaint, the passenger should in the first instance, approach our guide or driver to bring the issue to his/her attention so he/she may have the opportunity to resolve the issue there and then. However, if the complaint is such that it would not be appropriate for the guide or the driver to be approached by the passenger and/or the issue cannot be dealt with at the time, then you must put the complaint in writing within 7 days of the tour for us to investigate. The client may use our 'contact us' form for this purpose. We will aim to work with the passenger to find an amicable, agreeable solution to all parties.
EXCLUSIONS; we cannot be held responsible for any third party venue or attraction who maybe included in our itinerary, that fails or is unable to deliver what may be advertised by us. Such circumstances may include the venue or attraction being closed (for what ever reason) or inaccessible by our vehicle by road closures which we have not of been fore-warned about. If any complaint originates from the use of the facilities of any venue/attraction featured in our itinerary, we will normally assist our passenger in resolving the issue with the said venue although ultimately, it would be up to the said venue or attraction to make the final decision on what (if any) remedies they will offer to the complainant.
YOU ACCEPT/AGREE to the above terms by purchasing a ticket.
Applicable from 13th February 2017