Guest Participation Guidelines

At Carex Tours, we’re all about making sure you have a fun, safe, and unforgettable garden adventure with us. To keep everything running smoothly, we’ve put together some guidelines for all our guests. These help us decide when we might need to refuse or cancel a booking, action our Trip Help Process, or possibly even ask someone to leave a trip.

It’s important to know that any guest asked to leave a trip, or who has their booking terminated at any point by Carex Tours in alignment with these guidelines, will not be subject to any refunds as per our Terms & Conditions.

1. Respectful Behaviour:

We’re big on kindness and respect here. If anyone is rude, aggressive, or abusive towards our team, other guests, guides, or the public, we might have to cancel or refuse a booking, or ask them to leave a tour. This includes:

  • Bullying, offensive language, threats, or any kind of discriminatory or inappropriate behaviour.
  • Constantly making unreasonable demands or complaints.
  • Disruptive behaviour or causing communication problems.

If someone’s behaviour makes it hard for us to provide great service or creates a hostile environment, we may have to step in. We’re always here to listen to your concerns and expect everyone to treat each other with respect.

2. Safety First:

Your safety and enjoyment are our top priorities. If a guest’s behaviour puts anyone at risk, we may need to take action, or even ask someone to leave a tour.
This includes:

  • Ignoring safety instructions from our team.
  • Having a history of reckless or rude behaviour.
  • Unmanaged mental health issues that could pose risks.
  • Not following local laws or regulations (illegal activities)
  • Not following transportation and accommodation rules.

Any dangerous or illegal activities will result in immediate removal from the trip and possibly being reported to authorities.

3. Following Our Terms:

To join our garden adventures, guests must agree to our Terms and Conditions. If someone refuses to follow these terms or has a history of not complying, we might need to refuse or cancel a booking. During a tour, they may be asked to leave.

This includes:

  • Not signing required liability waivers.
  • Providing false information during the booking process.
  • Using suspicious or fraudulent payment methods
  • Not meeting payment deadlines or providing necessary documents.
  • Failing to have a valid passport, visas, or necessary permits.
  • Not sharing essential safety and trip coordination information with us (eg. passport copy, flight itinerary, emergency contact details).