Terms, conditions and important information (Tours)
For the purpose of simplicity Island Explorer (or any third party company acting on it's behalf) will hereafter be referred to as "us/we/our". The passenger or client will be referred to as "you/your".
ADVANCED BOOKINGS are subject to a small booking fee and can be made online via this site. 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. PLEASE NOTE that our office is sometimes unmanned which means the phone line would be diverted to someone who may not have access to the booking system. So although it may not always be possible to make a telephone booking at such times, we will normally call you back (if necessary) at a later time. Passengers may also join tours on a "turn up on the day and pay" basis but seats will be subject to availability. On-line bookings are confirmed by Email 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).
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 Pavilion. Some tours have additional (or possible) pick up points. Please refer to the tour description. A Google map showing the pick up point is viewable during the online booking process.
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 the vehicles. It is unlikely that there will be an excess of more than an hour and half between stops.
HOT FOOD is not to allowed on the vehicles.
HOT/COLD DRINKS are available on a pay as you go basis (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 a legal obligation to ensure they are wearing a seat belt.
CCTV is fitted and in use on our vehicles.
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 contact our booking line to pre-arrange this. 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.
PASSENGER CONDUCT Under PCV regulations (Conduct of passengers, drivers and conductors), our staff reserve the right to require any person to leave the vehicle who is causing a nuisance, being abusive or posing a safety risk to any other passengers, our staff, our vehicle or other road users. The safety of our customers and staff will always be our top priority. In such circumstances we would not accept responsibility for any losses (financial or otherwise) incurred by, or offer any refunds to any passenger(s) who was required to leave the tour. (Please also refer to the "REFUNDS" clause below)
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 may not 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 endeavor 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.
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.
DEPARTURE TIMES during a tour will be determined by our driver/guide. It is important that the tour runs on time as much as possible to ensure so that we fulfill our advertised itinerary to each and very passenger. On tours which includes the combined Hovercraft/Tour offer, it is obviously important that the tour arrives back into Ryde on schedule so that it connects with the return hovercraft departure. Please ensure that you are aware of all departure times at each stop and that you return to the coach at the time stated by the driver/guide. PLEASE NOTE that we would not accept responsibility for any losses (financial or otherwise) should the coach have to depart without any late passengers for whatever reason resulting from any circumstances not attributed by us or any third party acting on our behalf. *Please do not use our out of hours number for general enquiries.
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.
THE TOUR VEHICLE is fully compliant with all current PCV requirements and carries the relevant insurance for all passengers.
YOU ACCEPT/AGREE to the above terms by purchasing a ticket.
Applicable from January 2024
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 Pavilion. Some tours have additional (or possible) pick up points. Please refer to the tour description. A Google map showing the pick up point is viewable during the online booking process.
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 the vehicles. It is unlikely that there will be an excess of more than an hour and half between stops.
HOT FOOD is not to allowed on the vehicles.
HOT/COLD DRINKS are available on a pay as you go basis (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 a legal obligation to ensure they are wearing a seat belt.
CCTV is fitted and in use on our vehicles.
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 contact our booking line to pre-arrange this. 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.
PASSENGER CONDUCT Under PCV regulations (Conduct of passengers, drivers and conductors), our staff reserve the right to require any person to leave the vehicle who is causing a nuisance, being abusive or posing a safety risk to any other passengers, our staff, our vehicle or other road users. The safety of our customers and staff will always be our top priority. In such circumstances we would not accept responsibility for any losses (financial or otherwise) incurred by, or offer any refunds to any passenger(s) who was required to leave the tour. (Please also refer to the "REFUNDS" clause below)
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 may not 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 endeavor 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.
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.
DEPARTURE TIMES during a tour will be determined by our driver/guide. It is important that the tour runs on time as much as possible to ensure so that we fulfill our advertised itinerary to each and very passenger. On tours which includes the combined Hovercraft/Tour offer, it is obviously important that the tour arrives back into Ryde on schedule so that it connects with the return hovercraft departure. Please ensure that you are aware of all departure times at each stop and that you return to the coach at the time stated by the driver/guide. PLEASE NOTE that we would not accept responsibility for any losses (financial or otherwise) should the coach have to depart without any late passengers for whatever reason resulting from any circumstances not attributed by us or any third party acting on our behalf. *Please do not use our out of hours number for general enquiries.
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.
THE TOUR VEHICLE is fully compliant with all current PCV requirements and carries the relevant insurance for all passengers.
YOU ACCEPT/AGREE to the above terms by purchasing a ticket.
Applicable from January 2024
