Terms and Conditions
Effective from 14 August 2026 | Version 1
1. About these Terms
These Terms and Conditions (“Terms”) apply to every booking made with Good Life Tribe (“we”, “us”, “our”) for a tour, activity or transport service (a “Tour”). The Client (“you”) who makes or manages a booking agrees to these Terms on behalf of themselves and, where applicable, any Traveller included in that booking.
‘Client’: A person or organisation that engages Good Life Tribe or makes or manages a booking for a Tour. Depending on the circumstances, the Client may also be the Traveller.
‘Traveller’: A person who travels on a Good Life Tribe Tour, whether they have booked directly or are travelling as part of a group or booking made by another person or organisation.
‘Tour’: A day trip, overnighter, extended trip, overseas trip or retreat offered and sold by Good Life Tribe.
If you make or manage a booking on behalf of someone else, like a family member, a friend, or a Traveller referred by an aged care provider, you confirm you have their authority to do so, and you are responsible for making sure they are aware of these Terms, in particular Section 6 (Health, mobility and accessibility information). You are also responsible for ensuring that the information you provide to us is accurate and that the Traveller is aware of any relevant requirements in these Terms.
We aim to make our Tours welcoming, inclusive and enjoyable for everyone. If you have questions about whether a particular Tour is suitable for you, or whether we can accommodate your needs, please contact us before booking. We will discuss your needs with you and consider what reasonable and safe arrangements can be made.
2. Bookings and payment
Bookings can be made by calling 1800 225 355 or via the booking page on our website and are confirmed once payment or first instalment (if offered) is received.
Prices are in Australian dollars and include GST where applicable.
You will receive written confirmation of the booking, including pickup time and location, to share with any Traveller included in the booking.
We ask that you check your booking confirmation and let us know as soon as possible if any information is incorrect.
3. Cancellations, changes and refunds
We strive to be fair to both parties when plans change. Our cancellation fees simply reflect the direct costs we incur to secure your spot and are never designed as a penalty.
Because cancellation fees apply and our insurance policy does not cover cancellation losses, we strongly advise securing comprehensive travel insurance with trip cancellation coverage as soon as you book.
Payment dates and amounts for instalment options are scheduled automatically at checkout, with final balances due prior to departure, and we reserve the right to cancel bookings if unpaid instalments are not resolved after notification.
If you cancel 30 or more days before the Tour, you will receive a full refund of all instalments and payments made to date, less any non-refundable deposit components explicitly noted at booking.
If you cancel less than 30 days before the Tour, no refunds will be issued for any payments or instalments made to date, and any remaining scheduled instalments remain due, as we will have already committed non-recoverable costs for your place.
If on the day of the Tour we discover that the Traveller has a previously undisclosed condition which prohibits their participation under Section 7, this is treated as a last-minute cancellation and no refund applies.
We understand that illness or unexpected circumstances happen. Where a Traveller is unable to travel because of a genuine medical or personal emergency, we will consider reasonable flexibility around these timeframes. Depending on the circumstances and costs already incurred, this may include a refund, transfer to another date, credit or another reasonable arrangement. Please contact us as soon as you can.
Our tours require a minimum number of Traveller bookings (typically 7 Travellers) to proceed. We reserve the right to cancel a Tour if minimum numbers are not met, and we will notify you at least 14 days prior to departure if this occurs.
If we need to cancel a Tour - whether due to minimum passenger numbers not being met, severe weather, vehicle issues or another circumstance that means the Tour cannot reasonably proceed - we will offer you a full refund or a transfer to another date, at your choice, with no fee. We are not liable for any third-party travel costs you may incur, such as non-refundable flights or connecting accommodation.
If we need to make a significant change to a Tour but the Tour can still proceed, we will let you know as soon as reasonably practicable and explain any options available.
4. Pickup, timing and no-shows
Please ensure the Traveller is ready at the agreed pickup time and location. Tours run to a schedule that considers all Travellers, so we may not be able to wait beyond a few minutes.
If the Traveller is running late, contact us as soon as possible. Our contact details are on the booking confirmation.
If the Traveller does not arrive for a scheduled pickup and we have not been contacted, this is treated as a cancellation under Section 3. We will always try to reach you or the Traveller’s emergency contact first if we are concerned for their welfare.
If a Traveller has particular mobility, accessibility or communication needs that may affect pickup, please tell us when booking so we can discuss suitable arrangements.
5. Health, mobility and accessibility information
To plan a safe and enjoyable Tour, we ask you to tell us in advance about:
Any mobility needs or equipment including equipment the Traveller uses (for example, a walker or wheelchair) and any assistance they need to board, leave or move around during the Tour.
Any health condition, allergy or other health-related matter that could reasonably affect the Traveller’s safety on the Tour.
Any medication or emergency medication that the Traveller needs to carry with them, such as an EpiPen.
An emergency contact, and any support person travelling with the Traveller.
Any change to the Traveller’s health, mobility or support needs between booking and travel.
We use this information only to plan and run our Tour safely, in line with our Privacy Policy. See also Section 7 for what happens if a relevant condition isn't disclosed in advance.
Good Life Tribe is a tour operator, not a medical, nursing or personal care service. Our drivers and guides can provide reasonable, sensible assistance within their role, but cannot provide clinical care or continuous personal supervision. Unless specifically agreed with you in writing, Good Life Tribe does not provide personal care such as toileting, bathing, medication administration, feeding, lifting or continuous one-to-one supervision.
If supporting a Traveller requires extra resources that fall outside our normal operations, we will consult with you in good faith to explore options, which may be available at an additional cost. Where appropriate, this may include discussing whether a suitable support person travelling with them would allow the Tour to go ahead. We will not assume in advance that someone cannot participate simply because they have a disability, mobility limitation, or health condition.
We aim to make our Tours accessible and inclusive. We will consider reasonable requests for adjustments and discuss with you what support can safely be provided. Where a support person is required, the support person is responsible for providing any personal care or supervision that Good Life Tribe has not agreed to provide.
6. Travellers’ responsibilities on Tour
Treat other Travellers, our drivers and guides, and members of the public with courtesy and respect (the same standard we hold our own people to under our Code of Conduct).
Follow reasonable safety directions given by the driver or guide, including seatbelt use.
Tell us about any changes to health or mobility needs between booking and travel.
Follow reasonable instructions about boarding, seating, walking, activities, weather and other safety matters.
Bring any medication, mobility equipment or other personal items reasonably needed for the Tour.
If travelling with a support person, make sure they understand their role and are able to provide the support required.
We understand that Travellers may sometimes become anxious, confused, frustrated or distressed, particularly when they are tired, unwell, uncomfortable or in unfamiliar surroundings. We will respond to these situations with patience and respect wherever reasonably possible.
If a Traveller’s behaviour creates a genuine safety risk to themselves, other Travellers, our staff or members of the public, we may need to take reasonable steps to protect everyone. This may include asking the Traveller to stop an activity or move to a safer location, or ending that Traveller’s participation in the Tour as a last resort. If participation is ended, we will ensure they remain safe and supported until suitable arrangements are in place for their care and return home.
7. When we may refuse or end a booking
We want as many people as possible to enjoy our Tours, and we'll always try to find a safe way to include someone before deciding we can't. That said, there are limited circumstances where we may need to refuse, decline, or end a booking or a Traveller’s participation in a Tour:
Vehicle and equipment capacity Our vehicles have limited space and safe securement points for mobility equipment. We can accommodate a maximum of 2 walkers per Tour, allocated on a first-come, first-served basis according to when the equipment needed is confirmed at booking. We are currently unable to accommodate electric wheelchairs or mobility scooters on any Tour, due to the weight, size and vehicle securement requirements involved. This is a genuine limitation of our current vehicle, not a reflection of who can travel with us. Please tell us about any mobility equipment when you book, so we can confirm whether we're able to accommodate it before your booking is finalised.
Undisclosed conditions affecting safe participation If, despite our reasonable efforts, we are unable to safely include a Traveller on the day of the Tour because information reasonably needed to plan for their participation was not disclosed in advance, we may treat this as a last-minute cancellation. In these circumstances, our usual cancellation terms will apply. We won't do this because of a health condition or disability itself, only where the lack of advance notice genuinely left us no opportunity to plan appropriate support, and there's a safety risk we can't manage on the spot. Where possible, we'll still look for a safe way for the Traveller to take part before making that call.
Managing participation concerns We aim to ensure every Traveller has a safe and supportive experience. Where we reasonably believe, based on documented prior incidents or specific, evidence-based concerns, that a Traveller’s participation in a specific Tour would create a significant risk to the safety or wellbeing of the group, we may decline that booking or offer an alternative date instead. We will never make this decision based on a Traveller’s disability, age, or any other protected characteristic, only on documented behaviour or a genuine, unmanaged safety risk.
What happens if we need to refuse or end a booking under this section Except where a booking is ended due to your failure to disclose a relevant condition under Section 5 (see Section 3, Cancellations, changes and refunds), you will always be offered a full refund or a transfer to another date, at your choice, with no fee to you.
8. Photographs and media
We may take photos or video during Tours for promotional use (for example, on our website or social media). If a Traveller would prefer not to be included, let us know at booking or at any time during the Tour, and we will respect that with no explanation needed. We will make reasonable efforts to avoid using identifiable images of Travellers who have asked not to be included.
9. Privacy
We collect and handle personal and health-related information in accordance with our Privacy Policy. It is used only for the purpose of safely running the Tour, stored securely, and not shared beyond what's needed to deliver the service. Contact us if you'd like to see or correct the information we hold about you.
Information may be collected and used where reasonably necessary to:
Process and manage your booking.
Plan and safely deliver the Tour.
Understand a Traveller’s health, mobility and accessibility requirements.
Respond to an emergency or safety issue.
Contact your nominated emergency contact where appropriate.
Communicate with a referring organisation where authorised or otherwise permitted.
Meet our legal and regulatory obligations.
We store personal information securely and take reasonable steps to protect it from misuse, loss, unauthorised access, modification or disclosure. We only disclose private information where reasonably necessary to provide the Tour, manage safety or emergencies, meet our legal obligations, or where you have otherwise authorised us to do so.
Where a Traveller has been referred by an aged care provider or another organisation, we may communicate with that organisation about matters relevant to arranging or delivering the Tour where authorised or otherwise permitted by law.
You can contact us if you would like to know more about how we handle your information, to access or correct information we hold about you, or to raise a privacy concern. Please see our Privacy Policy.
10. Your consumer rights
Nothing in these Terms excludes, restricts or modifies, or is intended to exclude, restrict or modify, any right or remedy you have under the Australian Consumer Law, including the consumer guarantees that our services will be provided with due care and skill, are reasonably fit for the purpose you made known to us, and will be delivered within a reasonable time.
If our service fails to meet a consumer guarantee, you are entitled to remedies under that law, and nothing in these Terms limits that entitlement.
11. Our liability
We take reasonable care to plan and run our Tours safely, maintaining insurance appropriate to our core services. Participation in our Tours and any associated activities is entirely voluntary. However, group travel and visiting outdoor or heritage destinations carry inherent risks - such as uneven ground, unpredictable weather, moving vehicles, water travel, animal interactions, and historic properties that may not meet modern building standards.
By booking and voluntarily participating, Travellers acknowledge and accept these inherent risks. Please note that higher-risk, aerial, or specialized activities - including swimming, water sports, operating or traveling on large watercraft (over 8 metres), motorised personal watercraft (e.g., jet skis), zip lining, hot air ballooning, scenic flights, climbing, adventure sports, camel or horse riding, unsupervised animal interactions, e-bikes, and extreme activities - are excluded from our commercial insurance policy. Choosing to participate in any uninsured, free-time, or third-party activity is completely voluntary, undertaken at the Traveller’s own risk, and may require a signed liability waiver prior to taking part. Travellers must follow all safety directions provided by our team and local operators at all times.
We ask that you consider the Traveller’s own circumstances and fitness for a particular Tour before booking, and that you tell us about any health, mobility or accessibility needs that we reasonably need to know about in order to plan and provide the Tour safely. We encourage you to arrange separate travel or personal accident insurance if you would like additional cover.
To the extent the law allows, and always subject to Section 10 above, we are not responsible for loss or injury arising from circumstances outside our reasonable control.
Where a Client does not provide information that we have reasonably asked for in order to assess or manage a known health, mobility or accessibility requirement of a Traveller, this may affect our ability to provide the Tour safely. To the extent permitted by law, we are not responsible for loss that results from information that the Client was reasonably asked to provide but did not provide.
Nothing in this section limits or excludes any rights you have under the Australian Consumer Law or any other rights that cannot legally be excluded or limited.
12. Circumstances beyond our control
Sometimes a Tour needs to be cancelled, shortened or changed for reasons outside our reasonable control, for example, severe weather, natural disaster, vehicle breakdown, road closures, public health orders or similar circumstances. Where this happens, we will take reasonable steps to minimise the impact on Travellers and will communicate with you as soon as reasonably practicable.
Where the Tour cannot proceed, we will offer you a refund or a transfer to another date as set out in Section 3.
Where the Tour can safely proceed but the itinerary, timing, pickup arrangements or activities need to change, we may make reasonable changes and will explain these to you where reasonably practicable.
13. Complaints and disputes
If something goes wrong, please tell us: see our Traveller Feedback Card or contact us on 1800 225 355 or at info@goodlifetribe.com.au.
Our Customer Complaints Policy explains how we handle complaints and is available on our website.
You are not required to raise a complaint with us before contacting an external organisation, including:
the Australian Human Rights Commission or ACT Human Rights Commission for discrimination or harassment concerns;
Access Canberra for general consumer complaints;
the ACT Civil and Administrative Tribunal (ACAT) for unresolved consumer disputes; or
police for any criminal matter.
14. Changes to these Terms
We may update these Terms from time to time. The version of these Terms current at the time you made your booking applies to that booking. Where we make a material change affecting future bookings, we will make the updated Terms available before you book.
15. Governing law
These Terms are governed by the law of the Australian Capital Territory and the Commonwealth of Australia.
16. Contact us
Good Life Tribe can be contacted via one of these methods:
Email: info@goodlifetribe.com.au
Phone: 1800 225 355
ABN: 77 699 194 655
PO Box 3570, Manuka, ACT 2603