bigheartbamboo.com Ordering & Privacy Policy & Tour T&Cs & Cancellation Policy

This privacy policy is effective as of January 1st, 2020.
Please note that online purchases are available to Australian Residents only. This agreement is governed by the laws of the State of Queensland, Australia. 

Delivery
Big Heart Bamboo will ship via Australia Post.  While every care is taken, we cannot be responsible for damage that results from errors or delivery issues due to Australia Post.

Information Collection and Use
bigheartbamboo.com and its owner is the sole owner of information collected on this website. We will not sell, share, or rent this information to any outside parties, except as outlined in our policy. We collect information from you to process orders and better serve you with relevant information, such as order confirmations and order status updates. Information collected includes your name, shipping address, billing address, telephone numbers, e-mail address, and payment information such as a credit card number. We also require you to submit a username and password of your choice for future access to your account information. To ensure confidentiality we safeguard your username and password, and therefore DO NOT share this information with anyone. If you elect to receive our newsletter or special promotion details, your contact information will be used for the delivery of these items.

Order
Most of the information collected in the registration process will be used to process orders. During the order process, you will need to provide financial information such as your credit card number, expiration date, money order, wire transfer or cheque information. This information is used for billing purposes and to fulfill your order. If we have trouble processing an order, we will use this information to contact you. To properly process your credit card information, we must share your personal and financial information with the Square for facilitation, authorization and approval. This process is protected by an enhanced security system. See the Security section below for more details on security measures and procedures. We do not share your personal and financial information with any third parties, except those specified in the Sharing section of this policy. Online purchases are available to Australian Residents only. Confirmation will be made upon clearance of funds.

Refunds and Returns
Please select carefully as there will be no refunds or return of goods purchased except for reasons that are underlined by the governing laws of the State of Queensland, Australia.

Breakages
Big Heart Bamboo takes care to ensure that your products are delivered safely. In the event of any breakages, proof may be required in the way of photographs in the process of dealing with your issue. All breakages are treated on a case-by-case basis and we thank you for your understanding. Products will be either replaced or refunded, depending on the individual circumstances.

Cookies
We customize certain Web page content based on your browser-type or other information provided by our cookie. If you reject the cookie, you will still be able to browse our site, use our shopping cart and purchase items. We do not share any personally identifiable information provided by this cookie with any third party. Cookies are used only for the purpose of providing you with a better personal experience at bigheartbamboo.com.

Log Files
We use IP addresses to analyze trends, administer the site, track user movement, and gather broad demographic information for aggregate use. We do not link IP addresses to personally identifiable information, and we do not distribute or share IP information with any third parties.

Security
bigheartbamboo.com takes precautions to protect its customers information. When you submit sensitive information via the website, your information is protected both online and offline.

Notification of Changes
If at any point we decide to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify users via e-mail. Users can choose to allow or decline bigheartbamboo.com to use their information in such a manner.

Errors
Please note that although due care is taken that product photographs, descriptions and prices are correct, occasionally there may be an error viewed in the online content. In the event of such an error occurring bigheartbamboo.com reserves the right to decline orders that are a result of these errors.

Big Heart Bamboo Eco-Tour T&Cs & Cancellation Policy 

General Information
We reserve the right to alter the order or inclusions of itineraries for operational or safety reasons. In extreme weather conditions we also reserve the right to cancel tours where safety is jeopardised. A full refund of the ticket price or equal credit value will be given when a tour is cancelled. Travel costs, however, will not be reimbursed. Our tours are designed mainly for individuals who are reasonably fit and mobile, whilst wheelchair access is not practical in many areas, we will endeavour to highlight the features where mobility devices can be used.  The tours are designed mainly for adults or children who are fully mobile and will respect the guidance of the tour presenter and fellow visitors.

Please note: Driveway is not sealed and guests should not arrive in vehicles that they are not happy to take onto a gravel road

Cancellation by customer
Once a booking is made and confirmed and a passenger wishes to cancel the booking the following timelines and charges will apply at Management discretion:

Customer Cancellation:  7 days – 14 days prior to departure – 25% fee of the total tour or package price
Customer Cancellation:  48hrs – 7 days prior to departure  – 50% fee of total tour or package price
Customer Cancellation:  Within 48hrs  of departure or no show on departure day – 100% of total tour or package price

Requests to change tour departure date within 4 days of departure, may be subject to the cancellation policy.

If you are not present at the designated tour departure point and departure time as held by Big Heart Bamboo you will be classed as a No Show.

Cancellation by Big Heart Bamboo

We reserve the right to cancel tours for operational or safety reasons at the discretion of Big Heart Bamboo.

If you tour is cancelled by Big Heart Bamboo you will be offered a full refund of your tour payment.  You will always be offered to transfer your tour payment to alternate tour days.

Short Walks
Our tours visit various parts of our 100 acre commercial bamboo farm, this involves some walking on uneven terrain and time spent outdoors. While we do our best to remove all trip and natural hazards guests should be aware that these hazards may still exist and be out of our control (wild animals etc). The tours are designed for people with a reasonable level of fitness and mobility.  We have no upper age limit though we expect you to have a reasonable level of fitness and act responsibly to ensure your own safety and the safety of others at all times.  Travellers under the age of 18 years of age must be accompanied by an adult of 18 years+. It is imperative that guests are wearing appropriate clothing for the tour- enclosed shoes only, thongs and heels are not acceptable.

Weather Conditions
Sunshine Coast Hinterland is subject to weather conditions that can vary.  We advise guests to please bring their own water bottle, sunscreen and hat. In the event of severe weather conditions that can that we consider may affect the safety or comfort of our guests we will cancel the tour and offer a full refund of the ticket price. The cost of travel will not be covered.

Insurance

Travel Insurance is not included in the cost of your tour.  We strongly recommend that passengers travel with travel insurance that protects their financial commitments against illness, injury, loss/damage to personal belongings and travel plans.  We are not responsible for any loss / damage to personal belongings or luggage, for any injury or loss of any type while on tour or disruptions to travel plans.

We are not responsible for any damage, expense or inconvenience caused by late arrival of flights or public transport, change of schedule, strikes, vehicle breakdown, acts of God, or other conditions.  We reserve the right to alter the itinerary should it be deemed necessary.

Photos, Images, Videos

At times, throughout our tours, our Tour Guides may take photos which may include you. We may wish to use those photos for promotional purposes. By joining the tour, you acknowledge and agree that we or our agents may take photos of you and you consent to us using images of you taken during the tour for our advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes.

If you don’t wish to take part please inform your guide at the start of your tour.

Allergies

While our tour guide is first aid accredited, we do not carry asthma puffers, epi-pens or defibrillators. If you have any known allergies that require such devices then it is your responsibility to ensure you have them at all times. Guests with severe allergies are advised to inform the tour guide, this information will be treated sensitively.