Terms & Conditions

Our Contract

All bookings are made with Leatherback Travel Pty Ltd Trading as Carex Design Tours (ABN 24631228898) (us/we). By booking a trip with us, you are deemed to have agreed to these booking conditions (which constitutes the entire agreement between you and us) and your booking will be accepted by us on this basis. The services to be provided are outlined in your itinerary inclusions and exclusions, and you will be notified of any significant changes as such.

By making a reservation for a trip with Carex Tours, you agree to contribute to a positive group and that you’re up for the flexibility that travel often requires. You certify that you do not have any mental, physical or other condition or disability that would create a hazard for yourself or other participants – or that could affect the group momentum and enjoyment of an itinerary. Carex Tours reserves the right in our sole discretion to accept, decline to accept, or remove any participant on a trip at any time.

Responsibilities

CarexTours, LLC is a limited liability company organized under the laws of Victoria, Australia. CarexTours hosts tours operated by Garden Tours. As the hosting organization, CarexTours provides reservation services and has chosen Garden Tours, a professional tour operator, as its designated tour operator. As the designated tour operator, Garden Tours arranges for the actual tour of the garden sites. Garden Tours also acts as an agent for services connected with specific tours hosted by CarexTours, such as ground transportation, lodging accommodations, and meals. Each service provider is solely responsible to the participant for providing their respective services.

By making a reservation for a tour hosted by CarexTours, the participant certifies that themself does not have any mental, physical, or other condition or disability that would create a hazard for him/herself or other participants. CarexTours and Garden Tours reserve the right in their sole discretion to accept, decline to accept or remove any participant on a tour hosted by CarexTours.

Liabilities & booking conditions

Garden Tours is established in the Netherlands, and rights and responsibilities for all tours operated by Garden Tours will be governed by Dutch and EU laws only. CarexTours and Garden Tours will have responsibility only for the proven negligent acts and omissions of its employees or agents and suppliers, subcontractors, servants and/or agents of the same while acting within the scope of or in the course of their employment in respect of claims arising as a result of death, bodily injury, or illness caused to the signatory to the contract and/or any other named persons on the booking form.

CarexTours and Garden Tours have no responsibility or liability to any person for loss of baggage, money, or other property whatsoever. CarexTours and Garden Tours have no responsibility or liability for any loss or additional expenses caused by delay or interruption to travel services through weather conditions (such as rain, wind, or fog), civil disturbance, riot, illegal acts of third parties, strikes, wars, floods, sickness or any circumstances amounting to Force Majeure.

Prices & Surcharges

The tour prices in this agreement are based upon current exchange rates, tariffs, and taxes. Fluctuations in these rates could result in a price adjustment without prior notice until the tour is paid in full. This means our trip prices may vary at any time in accordance with demand, market conditions, and availability. There is a chance that different passengers on the same trip have been charged different prices. Your best option if you like the price you see is to book at that time. Once the price for the tour is paid in full, the fee will not be adjusted due to any later change in exchange rates, tariffs or taxes.

Any reduced pricing or discounts that may become available after you have paid your deposit will not apply. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply.

The most up-to-date pricing is available on our website. Prices are based on currency exchange rates at the time of publication; note that prices may vary depending on which currency the booking is made in.

We reserve the right to impose surcharges before departure due to unfavourable changes in exchange rates, increases in transportation costs, increases in local operator costs, taxes, or if government action should require us to do so.

Exchange rate surcharge:

In such instances of a variation in the exchange rate since booking your trip, we will be responsible for any change in the exchange rate representing five percent of the trip price and you will be responsible for the balance. If any surcharge results in an increase of more than ten percent of the trip price, you may cancel the booking within 14 days of notification of the surcharge and obtain a full refund. You can request a cancellation by email. Please note that a surcharge may be applied to all purchases made by credit card.

Any surcharge will be imposed at the Final Payment Invoicing Date: approximately 135 days before trips commencing.

You can avoid exchange rate surcharges by paying for your trip in full before the end of your Cooling Off Period (when booking before Final Payment Date), after which point you will no longer be responsible for fluctuations in exchange rate.

Booking requirements

Your details

In order for us to confirm and coordinate your booking and travel arrangements, you must provide all requested details before or with the balance of the trip price (the Final Payment Due Date). Necessary details vary by trip; they include, but are not limited to:

Copy/image of your flight schedule
Full name as per passport
Date of birth
Address
Emergency contact details
Your fitness, dietary and medical details
Nationality
Colour image of your passport bio page (incl. passport number, photo, issue and expiry date)
Any pre-existing mobility, physical or mental health conditions
On some more demanding trips, we require you to complete and forward a self-assessment form.

Unfortunately, if you don’t provide the requested details and documents by the deadlines given by our Carex Tours team, it could lead to extra charges or even the non-refundable cancellation of your trip.

Age, health & fitness requirements

For the majority of our trips, the minimum age is 15 at the time of travel. All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian an escort over the age of 18, appointed by their legal guardian. The legal guardian or their designee will be responsible for the day-to-day care of the traveller under the age of 18. If a legal guardian elects to designate an escort in their lieu, they will be required to complete and sign a relevant document to delegate their authority.

Please note we cannot guarantee triple or adjoining rooms for families; accompanying adults may be required to share with others in the group on a twin-share basis.

For the majority of our trips, we have no upper age limit, though we remind you that our trips can be physically demanding and passengers must ensure that they are suitably fit to allow full participation. We are able to provide details on mandatory health and fitness requirements for our trips; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, vaccination advice, and recommendations for your destination.

We want to make sure you have a fantastic experience with us, so it's important to keep your Booking Manager informed about any changes to your physical or mental health, fitness, or mobility. Please let us know about any updates by phone or email.

If we don’t have this information and it affects your ability to participate, we might have to cancel your booking or discontinue your participation in the trip. Unfortunately, in these cases, refunds won't be available.

Guests over 75 or with pre-existing medical conditions:

Guests over 75 years old at the time of travel, or those with preexisting health conditions which Carex Tours deems may require medical clearance to ensure safe travel, must have a doctor complete a ‘Certificate of Medical Fitness to Travel’ (form provided by Carex Tours) within 30 days of booking confirmation.

The standard two-week cooling-off period applies for guests changing their minds after booking (before the Final Payment Date of a trip).

Guests unable to meet the fitness criteria or not approved for travel due to medical reasons, are eligible for a full refund, provided they submit the certificate, checked “Not Medically Fit to Travel” and signed by a doctor within 30 days of booking confirmation. This refund option is only applicable for reservations made outside the 120 days before departure.

For bookings made within 119 days, the approved ‘Certificate of Medical Fitness to Travel’ must be submitted before the booking can be confirmed and thereafter, standard terms and conditions for cancellations apply. These measures ensure the safety and well-being of all participants on Carex Tours trips.

Insurance

We strongly recommend that you obtain comprehensive travel insurance. Having travel insurance ensures peace of mind and safeguards you from unforeseen circumstances.

Travel insurance is essential to protect you in case of:

Trip cancellations after the cancellation deadline.
Health emergencies during the tour, such as injuries, medical issues, or evacuation.
Other unexpected situations, such as:
-> Personal liability coverage.
-> Repatriation services in case of death.
-> Protection for all activities listed in your itinerary.

You are responsible for arranging all of your travel insurance. Squaremouth and Insure My Trip are two travel insurance search sites. If you are under 70 years old, World Nomads is usually an economical travel insurance choice.

We strongly recommend you take out a travel insurance policy at the time of reservation, to ensure your flights and any other extras are covered in case of cancellation.

You will be required to provide us with your insurance details by the date advised by your Carex Tours Booking Manager and bring a copy of your insurance cover with you.

Your travel insurance must cover all countries you will be travelling to or through. Be aware of the current Department of State Travel Advisory Status for each country, and ensure your insurance is valid in all these locations as well as for the current Travel Advisory status.

We will not be responsible for any uninsured costs arising from your trip being impacted by pandemics or illness. We maintain an active Communicable Diseases Policy that is continuously updated according to global conditions, industry standards, and best health advice. The priority in all cases is protecting the health of the group. Please contact us for an updated version of the policy and consult it before travelling.

By ensuring your travel insurance meets all these requirements, you help us maintain a safe and secure travel experience for everyone involved.

Flights

Carex Tours do not include flights to/from trip Start and End points within the trip price. Because we are not licensed to sell flights, we can’t book these for you. This is why we encourage you to seek out a Travel Agent or flight specialist to help you find flights.

Once you have booked your flight, you will forward their flight itineraries, in an image format only, to Carex Design Tours via email contact@carexdesign.com at least 120 days before the trip start date. You are also responsible to let us know of any changes to your itinerary or flights.

Your flight schedule needs to be sent as an image file only; as a PDF or other image type (or you can simply forward us an email from your Travel Agent which includes your flight itinerary).

Travel entry requirements

Visas and passports:

Please ensure your passport is valid for at least six months after the trip’s finish date. It is your responsibility to make sure that you have a valid passport, the correct visas, permits, and certificates, for your country of citizenship throughout your transit and trip.

We recommend you call your Travel Agent or check details with your relevant government website first!

Any helpful visa information we can provide will be detailed in your Booking Confirmation Email after deposit payment (and within your Trip Notes, when they’re ready).

If you DO NOT hold a US passport: Please check your relevant government travel website about any visas or documents needed for an itinerary before booking a trip.

Vaccinations:

Carex Tours cannot offer advice on vaccinations. We recommend you speak with a Doctor (they can also issue a note for personal use of any medication you may need to bring, at the same time!). Some countries have entry requirements for vaccinations, so please be sure you have the appropriate ones.

Carex Tours are not responsible if you are refused entry to a country because you lack a valid passport, visa, vaccinations, or other travel documentation.

Scheduled Carex Tours Calls

When you sign up for a Carex Tours trip, we’ll need to have 1-2 phone calls with you before your trip begins…These usually happen around four months before your trip and again two weeks prior to the trip when your tour leader will call you for a quick chat. These calls help us get (and give!) all the final details to make sure your garden adventure goes smoothly.

If you think you might be hard to reach during these times, please let your Booking Manager know ahead. A lot of coordination for us booking your accommodation, transport, and any internal flights/trains depend on your documents/information being updated or provided on time during this scheduled call… So if we can’t reach you or don’t hear back from you after a couple of attempts, we might sadly need to cancel your booking in order to keep everything on track.

After your trip, we’ll set up another call to hear your thoughts. We want to know what you loved and what could be better. Your feedback helps us to keep constantly improving our trips!

Reservations

How to make a reservation

When you’ve decided on the trip you’d like to join, booking is easy! Simply click the “Book this trip” button on the tour page on our website, and you’ll be redirected to our booking page on WeTravel. From there:

Select your preferences, such as single or double room occupancy, the number of travelers, and your payment plan.
Fill in your details (and if you’re booking for more people, include their information too).
Choose your payment method and confirm your booking.

Once you’ve completed these steps, you’ll receive a booking confirmation email.

Acceptance of booking and final payments

Before your booking is confirmed, our Booking Manager may call you to chat. We love getting to know our fellow garden admirers! They might inform you about any key details of the trip as well as ask a couple of questions to fill in your travel profile.

It’s a great idea to dig in online and do some of your own destination research or check out average flight costs or routes before this initial call… We love chatting with people who are really passionate about the place they want to visit (we feel exactly the same!).

If you’re booking within 120 days of your trip, the contract between us will start as soon as we accept your payment in full. Please check your booking confirmation email for details about when your Final Payment is due, and how to pay.

Carex Tours will send friendly reminders about your final payment balance and due date. These emails will include a link for you to make the payment.

The remaining balance for your trip is due 120 days before your departure, unless we’ve mentioned something different and created Special Booking Conditions for you. If we don’t receive your payment by the due date given we may need to cancel your booking, and the cancellation charges outlined in ‘Cancellations by Guest’ would apply.

Deposit

Each trip has a specified trip deposit amount to be paid in order to confirm your spot on a trip. This amount is mentioned in the booking page of every online itinerary.

Bookings made after the Final Payment date require payment in full… Please note that by paying in full during this window means you also fall within our Cancellation Terms and as a result, we need to be clear that you won’t be eligible for the Cooling Off Period.

Payment of a trip deposit confirms you have read and accepted our Terms and Conditions.

Cooling off period

Providing your trip has a departure date of 120+ days, you can cancel your trip and receive a refund on your deposit, if the cancellation is made within 2 weeks (14 days) of payment of your deposit.

A booking made when the trip is due to commence in 119 days or less is not eligible for the cooling off period.

Transferable deposits

You can cancel your trip at any time before the trip starts and transfer the minimum deposit amount to any booking. Should the credited deposit be less than the minimum deposit required on a future trip date, or alternative trip, you will just need to pay the difference before your new booking is confirmed. For alternative itineraries; a Booking Manager may request a phone call with you to discuss trip specifics and any minimum fitness requirements for the new booking. After that, payment details will be sent to you in a Reservation Email.

Payment of trip

Final payment is due 120 days prior to the trip departure date. You will be sent an email reminder around two weeks before.

Making a booking 120 days or less before trip departure will require full payment in order to hold your spot on the trip and is not eligible for cooling off conditions.

Included in booking price

All meals, activities, accommodation, transport, and guides as stated in each trip’s online itinerary.

Non included in booking price

Visa fees, international flight costs, meals or activities not stated in the itinerary, airport taxes, personal items, snacks, drinks not stated in the itinerary, vaccinations, tips or gratuities, laundry, telephone, minibar, personal travel insurance.

Pre & Post trip accommodation booked by Guest

Carex Tours is NOT able to book additional accommodation for guests before the trip begins (Pre-Trip) at the Start Hotel or after the trip ends (Post-Trip) at the End Hotel. You are welcome to search online and book your own accommodation independently.

If you choose to book your own Pre-Trip or Post-Trip accommodation at the same Start or End Hotels as the itinerary, please email your booking details (including your confirmation number) to contact@carexdesign.com. This will help the Carex Tours team do our best to try and coordinate you staying in the same room without needing to move.

Alternative Accommodation:
If you choose to stay at a different accommodation before the trip begins, you are responsible for arranging your own transfer to the Start Hotel where the trip begins. Similarly, if you book a different Post-Trip accommodation, you are responsible for arranging your own transfer from the End Hotel after the trip concludes.

Changes to the Trip Start or End Hotels:
If Carex Tours needs to change the Start or End Hotels due to unforeseen circumstances, all guests will be notified by email. In such cases, if you have arranged your own accommodation at the original Start or End Hotels, you will need to arrange your own transfer to the new hotel or adjust your booking accordingly.

Booking cancellations

Booking cancellation by Carex Tours

Carex Tours reserves the right to cancel or reschedule any trip departure.

120 days or more in advance: For cancellations due to a lack of trip participants, we will cancel the trip no later than 120 days in advance of the trip departure and refund the amount you paid for that trip, in its entirety. If you choose to transfer to a different departure of the same trip instead of accepting the refund, we’ll honour the original trip price, even if the price of the new departure is different due to a price increase.

Cancellations within 120 days will only happen due to circumstances out of our control, such as political instability, terrorism, pandemics, natural disasters, or other such circumstances. Refunds will be less any unrecoverable costs; in this case, the rest of your trip balance will be offered to you as a credit.

If the travel advisory of a destination changes to ‘Do Not Travel’, you will be entitled to a refund. If the event occurs within 120 days of the trip start, you will be provided a refund less any unrecoverable costs, which will be provided as a credit.

If you have used pre-existing credit on file towards or for your deposit on this trip, please note that the original terms of the credit apply.

It is your responsibility to be aware of the effect a travel advisory status, and any changes to it, may have on your travel insurance policy.

Booking cancellation (by guest) fees

Cancellation of your booking often does not allow time for the re-sale of your space on the trip.

However, with our Lifetime Deposit Guarantee, you will never lose your deposit. No matter when you cancel – so long as the trip hasn’t started, you keep your trip deposit as a credit to be applied to future trips. This is also transferable for use on one of our sister travel brands: Patch Adventures, Fencox Travel, Magnificent Rail, Camino Women or Salemi Ceramics.

Most cancellations happen due to unfortunate circumstances, such as sickness or bereavement, but we cannot adjust our policy for these circumstances. We have in the past tried to accommodate for these events, but the cost of covering these cancellations was financially unsustainable and caused the majority of trips to run at a loss. Sourcing replacement guests is difficult and campaigns to fill last minute spots rarely succeed.

For this reason; if you wish to be covered for cancellations, this must be organised with an external insurance provider.

If you need to cancel or switch to another trip before the Final Payment Date, we’ll process any refunds, but please note that some costs might not be recoverable.

If you need to withdraw from a tour, you must notify CarexTours in writing. Cancellation becomes effective when written notice is received.

If any guest leaves the trip voluntarily after its commencement, there will be no refund.

Any refund, be it part or whole, will be based on the payment originally received in our bank account — that amount is the gross amount on which any refund will be based.

Cancellation 120 days or more prior to departure: Retain trip minimum deposit as a credit; refund all other monies paid.

Cancellation between 50 and 119 days: If payment over the trip minimum deposit has been received you will retain the deposit amount as a credit held with Carex, and receive a refund equivalent to 40% of the total trip price/total monies paid.

If payment over the trip minimum deposit has not been received, your deposit will be held as a credit with Carex and no refund will be given.

Cancellation between 30 and 49 days: If payment in full has been received you will receive a credit equivalent to 30% of the trip price/total monies paid, OR the trip minimum deposit, whichever amount is greater.

Cancellation between 0 and 29 days: You will retain the trip minimum deposit as a credit.

Credits

You can transfer your credits to any other trip or even to another guest, but please note they are not refundable.

If you’d like to use your credit as a deposit for a new trip, you’ll just need to cover any difference in the deposit amount. Once you use your credit for a deposit, a cooling-off period doesn’t apply.

If Carex Tours cancels a trip and you choose to use your deposit as credit for another trip instead of getting a refund, the two-week cooling-off period starts fresh, and after that, our standard Cancellation Terms apply.

Trip transfers

If you decide to transfer to a different trip, please note the following conditions will apply:

A two-week cooling-off period will not apply to the new trip.
You will need to pay any difference in the deposit amount before your place on the new trip is confirmed.
If the trip you are transferring to is more expensive, any remaining difference in the trip price will be added to your final invoice, payable according to our standard payment schedule.
Our standard cancellation policy will apply.
If you request a trip transfer within 120 days of the new trip commencing, the full trip price must be paid upfront.

By proceeding with a trip transfer, you agree to these terms and conditions.

Trip terms

Smoking

All participants in tours hosted by CarexTours agree to comply with a non-smoking policy on all coaches, in restaurants, tour gardens, and in all lodging places. We ask that outside of these circumstances, that if you smoke or vape this is done away from Carex tour participants.

Special dietary requirements

We will do our best to accommodate specific dietary requirements, but cannot guarantee that we will successfully manage all dietary needs or be able to cater for specific allergies. Please note that for included meals with set menus, your options may be limited and sometimes repetitive, depending on the destination and local cuisine.

Medical requirements

While Carex Tours, together with Garden Tours will do their best to endeavour to accommodate medical requirements, the expectation is that guests will be responsible for their own arrangements.

Guests are advised to bring their own personal medication, accompanied by a doctor’s note for personal use. If you have severe asthma, allergic reactions, or other conditions that could require immediate intervention; please bring an ‘action plan’ for management from your Doctor.

Accommodation

Carex Tours’ trip prices are based on a twin share basis, except in circumstances where this is not possible. By booking you accept that due to unforeseen circumstances out of our control, sometimes accommodation may need to be changed. In this rare event we endeavour to arrange alternative accommodation of the same standards.

Double room occupancy

Solo travellers can book a twin share spot and we will roomie you up! Or you can always bring a friend and let us know if you’d like to share a room with them. During an initial phone chat with you, our Bookings Team does their best to gain a sense of guest personalities with a few key questions, to help match up roomies. But sometimes due to numbers it may mean you could be roomed with a snorer or smoker (note: smoking is not permitted around the group or in accommodation). This is rare, but essential to be aware of, as part of joining a group trip and committing to a twin share booking.

It’s important to our travel values that open minded guests join our trips. We won’t ask about anyone’s religion, sexuality, or political views – And therefore cannot match roomies as such. If you feel strongly against these possibilities, we allocate a limited amount of private supplement spots per trip… Please enquire with us about pricing and availability.

During a trip, if you have booked a twin-share spot, you are committed to it for the trip duration and your room type cannot be changed. You are very welcome to book a single room for any pre or post-trip accommodation, though!

Single room occupancy

Your accommodation will be private throughout the trip, unless detailed otherwise. Single Occupancy accommodation is an additional charge to the base booking price (Double room occupancy prices) and is specific to each trip. The total additional amount for a single occupancy booking is detailed in the online itinerary.

On trips where a full single occupancy is not possible for the duration of a trip, a partial single occupancy will be offered. In these cases, details will be made clear before booking, and are priced accordingly.

If availability allows, and you decide to upgrade to a single occupancy booking from a twin share booking before your trip begins you will be invoiced at the current cost price; should it have increased since the original date of booking.

Changes in itinerary details

CarexTours and Garden Tours strive to operate according to the published itinerary. However, in the event of unforeseen circumstances beyond our control or opportunities that would enhance the itinerary, adjustments may be necessary or appropriate. CarexTours and Garden Tours reserve the right, without penalty, to make changes in the agreed-upon itinerary whenever, in their judgment, conditions warrant or if they deem it necessary for the comfort, convenience, or safety of participants. CarexTours will let you know about any necessary changes as soon as we can if there is time before your departure. Otherwise, we will announce modifications on tour.

Baggage allowance

Please keep your baggage to a minimum and try to bring only what’s needed. You must be able to carry and handle your own bag comfortably by yourself throughout the trip.

Please be mindful of local airline luggage limits if there’s a domestic flight on your trip. Any limits will be listed in your trip notes, which you’ll receive in plenty of time before you’re packing!

Carex Tours does not accept responsibility for any lost or damaged bags — it’s best to make sure you are insured for this. Unfortunately we cannot assist with locating lost luggage either (as much as we’d love to). Please contact the relevant airport service desk, or airline, for assistance.

Authority on trip

Our trips are run by a group leader (your Guide). Guests are expected to respect the authority of the guide/leader/local operator at all times. The decision of a guide or group leader is final on all matters likely to affect the safety or well-being of any traveler or staff member participating in the trip. If you fail to comply with a decision made by a group leader or interfere with the well-being or mobility of the group, the group leader may direct you to leave the trip immediately with no right of refund. We may also elect not to carry you on any future trips booked.

You must at all times comply with the laws, customs, foreign exchange, and drug regulations of all countries visited, and you also agree to travel in accordance with our Guest Participation Guidelines

Itinerary

One of the first things we tell our guests is to think of our itineraries as guidelines, not blueprints. We carefully craft every journey, but no amount of planning can predict the weather, traffic, or whims of local businesses. Travelling isn’t neat. It’s not entirely predictable. But it is exhilarating, eye-opening and transformative. It’s about saying “yes” to the unexpected, embracing the un-planned and the different, and finding beauty in all of it. So pack your curiosity, your appreciation for nature’s surprises, and a healthy dose of flexibility. The world’s gardens are waiting to amaze you…

When travelling with Carex Tours, we ask that you embrace the spirit of exploration and flexibility that is inherent in garden tourism. While we work hard to create a well-curated and immersive itinerary, please understand that unexpected circumstances may require changes to the planned schedule. Seasonal variations, weather conditions, or even local garden events may bring surprises along the way. We give our guides plenty of freedom, with their incredible local knowledge and real-time awareness of your group’s interests, to make decisions and adjustments they feel will enhance the experience for everyone.

If modifications to the itinerary or accommodations are necessary, we will make every effort to provide you with the closest possible alternative of equal value, making sure your safety, enjoyment, comfort and location are key in this process. It is important to note that some aspects of the trip may be subject to last-minute adjustments, and the sequence or timing of activities may change.

Your guide will keep you updated of any changes as soon as possible, ensuring clear communication. By joining our tours, you acknowledge that flexibility is a key component of the adventure travel experience, and you agree to remain open-minded and adaptable to the journey ahead.

Respectful conduct

Carex Tours reserves the right to accept or reject an individual at any time.

Respectful and positive interactions are fundamental to our company culture. If a potential or booked guest doesn’t comply with our Terms & Conditions or displays any form of bullying, rude, aggressive, or abusive behaviour to: our team members, fellow trip group members, the guide, or the general public, we reserve the right to refuse or cancel their booking or remove them from a trip.

Please read our Guest Participation Guidelines before acknowledging your participation and booking conditions by paying a deposit. We created these guidelines so that everyone can feel safe and excited knowing we are all on the same page and can have the most incredible garden wandering! Our Trip Help Process is there if you see or experience anything that isn’t in alignment with those guidelines.

Communicable disease

You agree to follow the safety requirements explained in the Communicable Diseases Policy, agree to follow the directions of your guide in the event of illness in the group, and should you fall ill, take reasonable and practical steps to reduce the risk of the infection spreading to other group members, the local team and members of the public.

Photos & Videos

You grant us permission to use your name (first name and surname initial), photographs, videotapes, and recordings in connection with our trips. This includes media shared within guest WhatsApp chats.

Please let us know if you would not like your name or media shared for marketing purposes.

WhatsApp Group

When you join a Carex Tour trip, we ask that you connect with your guide and fellow garden admirers through a WhatsApp group set up for your trip. This group is important for safety, communication, and keeping everyone in the loop, including our Carex Tour team. We’ll set up the WhatsApp group about two weeks before your trip starts, once all guests are available to join. Your tour leader will be added into the group chat around 3-5 days before your trip begins.

Refunds and complaints

In the unlikely event that you have a complaint during your trip, you must promptly notify the CarexTours host or the Garden Tours tour coordinator directly, so they can take remedial action on the spot. If the matter cannot be solved directly, any complaints must be submitted in writing to CarexTours within 20 days after the date of your return.

There are no refunds for any part of the trip not used, including (but not limited to) meals, accommodation, activities, or any other services.

Carex Tours also works in partnership with local operators, whose local expertise is invaluable to the execution of our trips. While we make every effort to work with reliable and reputable third-party operators, Carex Tours cannot assume responsibility for any actions or omissions of third parties that result in personal injury, property damage, or other loss to our guests.

We have a complaints and refunds procedure, including a formula to calculate refund entitlements for any services that were poorly delivered or not delivered at all. We hope not to have any of these, but should you feel that something did not meet your expectations, please write to us in case we can rectify the situation.

We will contact you to conduct an investigation and may need to have a chat with you on the phone in order to proceed; any resolution offered will depend on the outcome of the investigation.

The formula for refunds is based on a reasonable breakdown of our service, with allocations primarily for Accommodation, Food, Guiding Services and Experiences. To receive a full breakdown of the formula, please contact us. If you do make a complaint, the full calculation of your refund entitlement will be provided to you.

Acknowledgement of our terms and conditions

Carex Tours is committed to providing their guests with safe and enjoyable experiences. We expect our guests to understand the physical requirements of the garden tours and to be in good health before undertaking our trips. Although we ask guests to confirm their physical fitness, it is ultimately the guest’s responsibility to ensure they are medically, physically, and mentally fit for the trip.

While you acknowledge that you undertake our trips at your own risk, we want to assure you that your safety is of utmost importance to us and we will endeavour to ensure that appropriate safety measures are in place.

If any part of this agreement is deemed unenforceable, all other parts will remain in effect. By booking a trip with Carex Tours, you agree to abide by these terms.

These terms and conditions and any contract to which they apply, are governed by Australian law and shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

Payment of a trip deposit, or transfer of a credit as a deposit, means you have read and accepted our Terms and Conditions, including our Guest Participation Guidelines and Communicable Diseases Policy