Terms & Conditions

Booking Changes Prior to Travel

Once you have purchased your ticket online, if you are unable to travel for any reason, you may change your booking to another available date that better suits your plans.

Booking changes can be made up to and including your intended travel date, provided travel has not commenced.

Tickets are non-refundable except where required under Australian Consumer Law.

Refunds After Travel

At Blue Mountains Explorer Bus, our team is committed to providing an enjoyable and memorable experience. If you have any concerns during your visit, please speak with a member of our team and we will do our best to address the issue immediately.

Once an online booking has been redeemed, or a ticket has been purchased from the Blue Mountains Explorer Bus Shop, refunds will not be provided for inclement weather, changes in personal travel plans, or unused travel time.

Nothing in these Terms & Conditions excludes any rights available under Australian Consumer Law.

Refund Requests

Refund requests will only be considered where required under Australian Consumer Law or where Blue Mountains Explorer Bus determines that exceptional circumstances apply.

Any refund request must be submitted within 14 days of the travel date and include:

• Date of travel
• Booking or ticket details
• Method of payment
• Reason for the refund request

All requests will be reviewed and processed within seven business days of receipt.

Refund requests should be sent to [email protected].

Where a booking includes third-party attractions, bundled products or partner experiences, refunds may only be considered if those components have not been redeemed, used or attended, and a refund is permitted under the relevant supplier’s terms and conditions.

Booking fees, commission charges and transaction fees are non-refundable unless required under Australian Consumer Law.

Ticket Validity

Explorer Bus tickets are valid for the number of consecutive travel days purchased at the time of booking.

Passengers may purchase single-day or multi-day passes where available.

Multi-day tickets commence on the first day of travel and must be used on consecutive calendar days.

Tickets are non-transferable and may only be used by the passenger for whom they were purchased.

Unused travel days are non-refundable except where required under Australian Consumer Law.

Additional Travel Days

Passengers wishing to travel for additional days beyond their original ticket may purchase extra travel days, subject to availability and the applicable fare at the time of purchase.

Additional travel days must be used on consecutive calendar days, commencing from the first day of travel unless otherwise approved by Blue Mountains Explorer Bus.

Additional travel days apply only to the Explorer Bus service and do not extend the validity of any third-party attractions, bundled products or partner experiences, including Scenic World tickets.

Digital Tickets and QR Codes

Passengers may travel using:

• A printed ticket
• An electronic ticket displayed on a mobile device
• A valid QR code issued by Blue Mountains Explorer Bus or an authorised booking partner

Passengers are responsible for ensuring their ticket can be presented and scanned when requested.

Blue Mountains Explorer Bus is not responsible for device failures, flat batteries, damaged screens or connectivity issues that prevent access to a valid ticket.

Digital Guidebook

The Explorer Bus Digital Guidebook is provided as a complimentary service to assist customers during their visit.

While every effort is made to ensure the information is accurate and current, Blue Mountains Explorer Bus cannot guarantee the availability, operating hours, pricing, track conditions or services provided by third-party attractions, businesses, cafés, venues, accommodation providers or National Parks.

Customers are encouraged to independently verify information before travelling.

Temporary interruptions or technical issues affecting the Digital Guidebook, onboard Wi-Fi, QR codes or other digital services do not automatically entitle passengers to a refund.

Service Changes and Interruptions

Blue Mountains Explorer Bus reserves the right to amend routes, timetables, service frequencies, bus stop locations, vehicle allocations or operating hours where reasonably necessary due to:

• Traffic conditions
• Road closures
• Vehicle breakdowns
• Extreme weather
• Bushfires
• National Park closures
• Public safety requirements
• Events beyond our reasonable control

Where practical, service updates will be communicated through our website, social media channels, ticketing partners or customer service team.

Companion Card Policy

Upon presentation of a valid Companion Card, one companion or carer may travel free of charge with the paying Companion Card holder.

This benefit applies only to the Explorer Bus component of travel and does not include third-party attractions, bundled products or partner experiences.

Definitions

Adult: 16 years and over

Child: 3 to 15 years inclusive

Family: Two adults and accompanying children aged 15 years and under

Infant: Under 3 years of age

Kids Ride Free Policy

Children under 3 years of age travel free on the Blue Mountains Explorer Bus.

Children remain the responsibility of their parent, guardian or supervising adult while travelling on the service and when boarding or alighting from buses.

Passenger Conduct and Safety

For the safety, comfort and wellbeing of passengers and staff, Blue Mountains Explorer Bus reserves the right to refuse travel or remove any passenger who:

• Behaves in a threatening, abusive or unsafe manner
• Interferes with the safe operation of the vehicle
• Causes damage to company property
• Refuses to follow reasonable instructions from staff
• Is affected by alcohol or drugs in a manner that compromises safety

No refund will be provided in these circumstances, except where required under Australian Consumer Law.

Lost Property

Items found on our buses or at our shop will be retained for a reasonable period where practical.

Passengers seeking lost property should contact [email protected].

Blue Mountains Explorer Bus accepts no responsibility for personal belongings that are lost, stolen or damaged while travelling.

Limitation of Liability

To the maximum extent permitted by law, Blue Mountains Explorer Bus will not be liable for:

• Delays caused by weather, traffic, road conditions or unforeseen events
• Missed connections with third-party transport providers
• National Park, walking track or attraction closures
• Changes to third-party attractions or services
• Loss, theft or damage to personal property

Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law.

Where required by law, Blue Mountains Explorer Bus will provide an appropriate remedy in accordance with Australian Consumer Law.