CANCELLATION & REFUND POLICY

Issued by MTB Detour Pty Ltd (ACN 693 200 289)
Version 1.0 — Effective 1 January 2026

 

1. Purpose

1.1 This Cancellation & Refund Policy (“Policy”) establishes the conditions under which cancellations, rescheduling, credits, and refunds apply to tours, coaching programs, skills sessions, races, events, and related activities (“Activities”) delivered by MTB Detour Pty Ltd (“the Operator”).

1.2 This Policy ensures fairness while recognising the operational realities of small-group, adventure-based services and complies with the Australian Consumer Law (ACL)

1.3 This Policy must be read with the Terms of Participation and all other Operator Policies.

 

2. Scope

2.1 This Policy applies to:

(a) all Participants;

(b) Guardians authorising participation for Minors;

(c) private groups, corporate bookings, and event competitors;

(d) all Activities conducted by the Operator.

 

3. Definitions

3.1 “Cancellation” means a Participant’s voluntary withdrawal after booking.

3.2 “Reschedule” means transferring a booking to a new date.

3.3 “No-show” means failure to attend the Activity at the scheduled start time.

3.4 “Business Day” means a Queensland business day.

4. Participant-Initiated Cancellations

4.1 Cancellation requests must be submitted in writing to info@mtbdetour.com.

4.2 Refund entitlements:

(a) More than 14 days before Activity start

  • Full refund OR
  • One complimentary reschedule

(b) 7–14 days before Activity start

  • 50% refund OR
  • One complimentary reschedule

(c) Less than 7 days before Activity start

  • No refund
  • No complimentary reschedule

4.3 These terms reflect costs associated with logistics, staffing, preparation, and limited group capacity.

 

5. Late Arrival & No-Shows

5.1 Activities commence at the scheduled start time.

5.2 Participants arriving late may be unable to join after departure.

5.3 A failure to attend is considered a no-show.

5.4 No-shows are not eligible for refunds or rescheduling.

 

6. Operator-Initiated Cancellations (Non–Force Majeure)

6.1 The Operator may cancel or modify Activities due to:

(a) safety concerns;

(b) staff illness or unavailability;

(c) equipment or vehicle failure;

(d) low enrolment numbers;

(e) access restrictions.

6.2 If the Operator cancels, Participants may choose:

(a) a full refund; or

(b) a complimentary reschedule.

6.3 The Operator is not responsible for secondary costs including:

  • flights
  • accommodation
  • transport
  • meals
  • incidental expenses

 

7. Cancellations Due to Force Majeure

7.1 Where an Activity is cancelled due to a Force Majeure Event (as defined in the Force Majeure & Global Weather Policy):

(a) refunds may not be available where costs have already been incurred;

(b) credits or rescheduling will be offered where reasonably possible;

(c) event-specific policies may override these terms.

7.2 Force Majeure Events include natural disasters, emergency declarations, pandemics, and similar disruptions.

 

8. Events, Races & Competitive Activities

8.1 Race entries may be subject to:

(a) AusCycling licence requirements;

(b) event-specific cancellation rules;

(c) timing or equipment return policies;

(d) protest or appeal timeframes.

8.2 If a race is cancelled or modified:

(a) refunds may not apply;

(b) credits or transfers may be offered depending on the event;

(c) third-party licence fees are non-refundable.

 

9. Rescheduling Conditions

9.1 Rescheduling is subject to availability and may not be offered for:

(a) high-capacity events;

(b) fully booked dates;

(c) last-minute cancellations (<7 days);

(d) private or corporate bookings.

9.2 A rescheduled booking cannot be refunded.

 

10. Transfer of Bookings to Another Person

10.1 A Participant may transfer their booking to another eligible person more than 48 hours prior to the Activity, subject to:

(a) the replacement meeting all safety and medical requirements;

(b) the Operator approving the transfer;

(c) the transferee accepting all applicable Policies.

10.2 Transfers within 48 hours are at the Operator’s discretion.

 

11. Private, Corporate & Custom Bookings

11.1 Private groups and custom itineraries may carry:

(a) non-refundable deposits;

(b) bespoke cancellation terms;

(c) minimum participant numbers;

(d) alternate payment schedules.

11.2 Terms will be provided at quotation or invoice stage.

12. Behavioural Removal & Safety-Based Exclusion

12.1 Participants removed from an Activity due to:

(a) misconduct;

(b) intoxication;

(c) unsafe riding;

(d) medical non-disclosure;

(e) refusal to follow instructions,

are not eligible for refunds or rescheduling.

 

13. ACL Consumer Guarantees

13.1 Nothing in this Policy excludes rights under the Australian Consumer Law.

13.2 Where a major service failure occurs due to the Operator’s fault, the Participant may be entitled to remedies as required by the ACL.

 

14. Refund Method

14.1 Refunds are issued to the original payment method only.

14.2 Refunds may take up to 10 Business Days to appear.

 

15. Jurisdiction

15.1 This Policy is governed by Queensland law.

15.2 Local policies may apply for Activities delivered interstate or internationally.

 

16. Acceptance Statement

“By making a booking with MTB Detour Pty Ltd (ACN 693 200 289), I confirm that I have read and understood the Cancellation & Refund Policy and agree to its terms.”

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