ZigZag Whitsundays Refund & Cancellation Policy

Please note: This policy applies only to guests who book directly with us via our website or reservations team. If you booked through a third-party supplier, please see the section at the bottom of this page.

1. Cancellations & Refunds

Full Refunds: You may cancel your booking and receive a full refund if you contact us at least 24 hours before your scheduled departure.

All cancellation requests must be emailed to bookings@zigzagwhitsundays.com.au so we have a written record of your request.

Within 24 Hours of Departure: Cancellations made in the 24 hours before departure may not be refunded or credited, as your seat, catering, and crew have been allocated based on confirmed numbers.

1A. Sea & Sky Combination Package – Partial Refunds

The Sea & Sky Combination Package is a discounted bundle that includes two separate experiences:

• Scenic flight component
• Boat tour component

Important: Each component within the package has an allocated value that reflects the package discount you received. These values are lower than our standard standalone prices.

If one component cannot be delivered: If weather conditions, mechanical issues, or other operational circumstances beyond our control result in the cancellation of one component of your Sea & Sky package, you will receive a refund for the cancelled component only, based on its allocated package value (not the standalone ticket price).

For example:

• If the boat tour is cancelled but the scenic flight operates, you will be refunded the boat component’s package value
• If the scenic flight is cancelled but the boat tour operates, you will be refunded the flight component’s package value

No full refund entitlement: Partial delivery of a combination package does not entitle you to a full refund of the entire package price, as you have received a substantial portion of the service purchased.

Alternative date transfers: If a component is cancelled before departure and you prefer not to complete the remaining component, we may offer to transfer both experiences to another available date, subject to availability and our standard transfer policy (Section 2).

2. Transfer of Travel Date

Free date changes: You may transfer your departure date free of charge if you request the change at least 24 hours before departure.

Within 24 hours: No transfers are permitted within 24 hours of departure, as your booking is locked into the day’s manifest.

3. Travel Insurance

We highly recommend purchasing travel insurance to cover unforeseen events such as illness, transport delays, or severe weather that may prevent you from travelling.

Why These Rules Exist

Running a marine tour requires advance planning and fixed costs, including fuel, catering, vessel operations, and crew scheduling. Last-minute changes can make it impossible to resell seats, so these policies help us keep prices fair and service levels high.

4. Bookings via Third-Party Suppliers

We provide all third-party suppliers with our standard refund and cancellation policy. However, we cannot control whether a supplier applies their own cancellation or booking fees.

Any such fees are those you agreed to at the time of booking and payment with the third party, and they may alter or override our standard policy.

If you booked through an online travel agent, local booking office, or any other reseller, please contact the supplier you booked with directly for refunds, amendments, or date changes.

Tip: Check your confirmation email or voucher for the supplier’s terms and contact details.

Need Help?

Email our reservations team at bookings@zigzagwhitsundays.com.au and include your full name, order/reference number, and travel date.