Please click on the items below to read the policies and procedure statements:
Please note that once you have made a booking with us, it means we have reserved time exclusively for you. It may be impossible for us to fill that time slot if the booking is cancelled at short notice. We understand, however, that sometimes circumstances mean bookings must be
cancelled or postponed. Please read our cancellation policy, below, to determine how it applies to you.
1.To cancel a booking, we require you do so by email. This means there is a written record to show we have received a cancellation and is for your protection. Cancellations or postponements sent by SMS may not reach us, due to mobile phone network coverage. This is beyond our control, so cannot be accepted. Again, this is for your protection. Our email address is email@example.com
2.Cancellations made via email more than 48 hours before booking will be charged at 20% of the full price. This is to cover our administration and other costs. (If a postponement is made, see condition 4). Cancellations made less than 48 hours before the agreed time of your booking will
incur a charge of 50% of the full amount.
3.When cancelling or postponing a booking, we will confirm first by phoning you in response to your email. Once verbal agreement has been reached, we will email you with the updated booking, so there is a written record. Therefore, we request you supply us with an appropriate
contact phone number at time of booking.
4. Postponements. i.e. re-booking for a later time or date will incur charges as shown:
More than 48 hours before original booking time: No charge.
Less than 48 hours: a $50 administration fee will be added to the price of the booked trip.
5. Occasionally, we may have time in our schedule for spur-of-the-moment bookings. e.g. “Four o’clock this afternoon.” If such a booking is cancelled, there will be a $50 administration fee. Any sum remaining after deduction of the administration fee will be refunded as soon as
6.Payments for bookings where our Rider is unable to access the clients’ property, is turned away, the client is unavailable, or does not arrive at the specified time will be non-refundable.
7. Cancellations caused by events beyond the control of the customer (e.g. excessive rain, flood, breakdown) will be refunded in full, as soon as possible.
Epic Rides & Tours (ERAT) will follow all mandatory requirements as set by relevant authorities. This may mean excluding persons without certification of COVID vaccination status. At time of writing, this means passengers must be able to prove they are double-vaccinated. This is for the protection of our Rider(s) and Passengers alike.
If a passenger has not been vaccinated, a valid medical exemption certificate will be accepted. ERAT will request all passengers to provide a copy of COVID certificate or exemption, at time of booking. ERAT will contact passengers by email, following receipt of a booking, to confirm the booking, and request a copy of COVID certification or exemption.
PLEASE NOTE: If a passenger does not produce a valid vaccination certificate or exemption document, ERAT reserves the right to refuse to transport that passenger, and the booking will be cancelled. Refunds in these circumstances will be made in accordance with ERAT refund policy.
This policy applies until Commonwealth and/or State governments announce the end of COVID Public Health restrictions.
Once Commonwealth and/or State governments announce the end of COVID Public Health restrictions, ERAT will not require copies of vaccination certificates or exemption documents. (Unless subsequent government rulings mandate this).
ERAT will clean and disinfect crash helmets immediately after use.
ERAT will, as part of their commitment to Passenger safety, provide a silk balaclava to every Passenger. This balaclava will cover the mouth, nose, head and neck of the wearer. It is not a medical mask, and is not part of COVID safety.
The balaclava serves two purposes:
Personal Protective Equipment
1. By law, the only piece of PPE required is a crash helmet, which must comply with Australian/NZ standards. We supply these. For reasons of general hygiene, we also supply a silk balaclava, to be worn under the helmet. This is also part of our COVID-19 safety plan. We cannot allow you to ride with us without it. Your Rider will assist you in donning both balaclava and helmet, if necessary.
2. We recommend long pants, enclosed shoes, gloves and a jacket of some variety, to keep wind off you, and keep you warm if the weather is cool. If you are riding as a pillion, long pants and enclosed shoes are mandatory. It is not recommended you wear a skirt or dress if riding as a pillion.
3. We recommend you use 30+ sunscreen. We do not supply this, as we cannot predict if an individual may be allergic, or have some other adverse reaction to the sunscreen we use.
4. Please be careful not to drop or bash the helmet, as this will render it legally unusable!
Mounting the motorcycle (for pillion passengers)
1. Your Rider will mount the bike first. When he/she is ready, you will be asked to mount the bike. Do this in a gentle fashion. If needed, use the Rider’s shoulders to lean on. Do not try to use the footrests as a springboard!
2. You will not be allowed to mount the bike if you are not wearing the supplied helmet and balaclava, and long pants and enclosed shoes.
3. Unless instructed otherwise by your Rider, always mount the bike from the left.
Riding the motorcycle (for pillion passengers)
1. You may hold the Rider by his/her waist, while the bike is moving, but NOT by the arms or shoulders. During the ride, you are welcome to take photos of scenery, but try to limit movement to twisting from the waist up. Standing on the footrests while underway is not permitted.
2. Your Rider is equipped with a Go-Pro® video camera, and we can provide you with photos and video highlights of the ride, if you so wish.
Dismounting (for pillion passengers)
1. Your Rider will tell you when it is safe to dismount, and will ask you to dismount first. Try to do this in a gentle fashion, the same as when mounting.
2. Unless instructed otherwise by your Rider, always dismount to the left side of the bike.
3. Your Rider will show you how to enter and exit the sidecar.
AT ALL TIMES, FOLLOW INSTRUCTIONS GIVEN BY THE RIDER!
Personal Protective Equipment
Mounting the pillion
Riding the pillion
Dismounting (for pillion passengers)
Your Rider will tell you when it is safe to dismount, and will ask you to dismount first.
Riding in a sidecar
AT ALL TIMES, FOLLOW INSTRUCTIONS GIVEN BY THE RIDER!
Epic Rides & Tours (ERAT) is an authorised service provider and licenced tour operator.
Our primary tour rider is a licenced and experienced motorbike rider and driver for 47 years. Police check and insurance are all clear and current.
While our vehicle is safer than a two-wheeled motorcycle, it is still an open vehicle and very different to sitting in an enclosed car. We therefore have a duty of care to ensure the safety of our passengers. Please familiarise yourself with our safety guidelines before booking a tour with us.
Can anyone ride as a passenger on your vehicle tours?
ERAT will try our best to accommodate most passengers. However, there are legal and safety restrictions which must be followed. ERAT are unable to take the following passengers:
Are helmets and jackets provided?
We have a limited number of helmets of various sizes for our passengers to wear if required.
If wearing one of our helmets, ERAT will supply a silk balaclava to wear under the helmet. This is for hygiene reasons. All helmets are cleaned and disinfected immediately after each use.
What do I wear?
We suggest passengers wear suitably protective clothing i.e. long pants and enclosed footwear.
It is advisable to wear a jacket for comfort in cooler weather and for wind protection.
We recommend the use of 30+ sunscreen. Please bring your own, as we cannot anticipate possible allergic or other adverse reactions.
What about rain or bad weather?
ERAT will decide on the day of the tour. If the rider feels that it is not safe to proceed due to inclement weather, the tour will be cancelled or rescheduled. Please refer to our cancellation policy for further information.
Are there age restrictions?
Children under the age of 8 years cannot travel in or on our vehicles.
Children aged 8 to 18 years are to be accompanied by an adult.
Elderly or disabled persons may be taken, providing they meet our passenger policy.
Are there weight restrictions?
Sidecar outfit: For the safety of both the passengers and rider, and to comply with insurance and vehicle design requirements, the vehicle has a total passenger weight limit of 270 kg and no more than 2 passengers at a time.
Motorcycle: For the safety of both the passenger and rider, and to comply with insurance and vehicle design requirements, the vehicle has a total passenger weight limit of 100 kg and no more than 1 passenger.
Can you take tours at night?
This is not recommended, mainly for safety reasons (e.g. to avoid wildlife). Visibility of scenery is obviously lower at night, lessening the enjoyment value of the ride. ERAT will, however, consider short evening trips for special events e.g. school formals, weddings or to view Christmas light displays.
Can you take people with disabilities?
ERAT is committed to providing for needs of passengers including those with a disability. However, we have a duty of care to ensure the safety of all of our passengers. For a safe and enjoyable experience, there are some important safety guidelines that need to be met.
Intellectually impaired passengers must be able to comprehend situational changes, follow instructions for their safety and be able to control their behaviours so the rider can safely control the vehicle. It is preferred that a carer, support worker or guardian travel with these passengers where necessary.
Passengers with physical disabilities need to be able to sit up unaided and have sufficient neck muscle strength to support the weight of a helmet. Braking and cornering can cause added stress on neck muscles.
We are happy for visually impaired passengers to tour with us, provided a support person travels with them on the vehicle. All other safety requirements must also be met (e.g. being able to reach the footrests).
Hearing impaired passengers must have a support person travel with them who can communicate safety instructions before riding on the vehicle.
If it is apparent to the Rider during the safety brief prior to the tour that a passenger cannot safely ride because they do not meet these safety guidelines, the tour will not proceed and a refund may not be provided. (Please check our cancellation policy for details)
What payment do you accept?
Payment is made at the time of booking through our online booking system. Our online booking system accepts major credit cards (VISA, MASTERCARD) and full payment is required to confirm all bookings.
What if we have to cancel?
Please refer to our CANCELLATION POLICY
Where are the pick-up locations?
We have a meeting location at A Classy Café and Espresso Bar in Cameron Street, Wauchope.
However, if pick-up is outside of Classy’s opening hours, pick-up is at Wauchope Railway Station in Randall Street, Wauchope. In some circumstances, we will meet at your place of accommodation, or at an agreed meeting point in the Hastings region.
Please note that there may be an added charge if the pick-up location is more than 30 minutes from Wauchope CBD. Please allow 15 minutes prior to your tour for a safety briefing, and fitting of helmets and balaclavas.
INFORMATION WE COLLECT FROM YOU
In the course of your visits to our website or use of our products and services, we may obtain the following information about you: name, company name, email address, telephone number, credit card details, billing address, geographic location, IP address, survey responses and support queries. (together ‘Personal Data’).
Our services are not directed to persons under 18 years of age, and we do not knowingly collect Personal Data from anyone under 18. If we become aware that a child under 18 has provided us with Personal Data, we will delete that information as quickly as possible. If you are the parent or guardian of a child and you believe they have provided us with Personal Data without your consent, then please contact us.
You can review, correct, update or delete your Personal Data by contacting us via email to do so. Our email address is: firstname.lastname@example.org
HOW WE USE YOUR INFORMATION
Personally Identifiable Information: We use the information we collect to deliver our services to you, including: communicating with you, notifying you of offers, measuring customer satisfaction, and diagnosing problems.
Marketing communications are only sent to you if you have requested or subscribed to them. You can opt out of our marketing communications at any time by unsubscribing or emailing us. Your request will be actioned immediately.
Non-Personally Identifiable Information: We also use the information we collect in aggregated and anonymised forms to improve our services, including: administering our website, producing reports and analytics, advertising our products and services, identifying user demands and assisting in meeting customer needs generally.
Any information you choose to make publicly available, such as blog comments and testimonials on our website or social media pages, will be available for others to see. If you subsequently remove this information, copies may remain viewable in cached and archived pages on other websites, or if third parties have copied or saved the information.
Epic Rides & Tours recognises your right to privacy, and will always request permission from you before publishing photos or other media, either in print (e.g. promotional magazine articles) or electronic means (e.g. Facebook, Instagram).
STORAGE AND SECURITY OF YOUR INFORMATION
We will use all reasonable means to protect the confidentiality of your Personal Data while in our possession or control. All information we receive from you is stored and protected on our secure servers from unauthorised use or access. Credit card information is encrypted before transmission and is not stored by us on our servers.
To enable us to deliver our services, we may transfer information that we collect about you, including Personal Data, across borders for storage and processing in countries other than Australia. If your Personal Data is transferred and processed outside Australia, it will only be transferred to countries that have Australian standard privacy protections.
We retain your personal information for as long as needed to provide services to you and as otherwise necessary to comply with our legal obligations, resolve disputes and enforce our agreements.
In the event there is a breach of our security and your Personal Data is compromised, we will promptly notify you in compliance with the applicable law.
We take no responsibility for any camera malfunctions which cause photos or videos taken on your ride to be unavailable for download. The Riders taking photos and videos is a free service for our customers but not guaranteed on every ride.
COOKIES AND PIXELS
SHARING YOUR INFORMATION WITH THIRD PARTIES
We do not and will not sell or deal in Personal Data or any customer information.
DISCLOSURE OF YOUR INFORMATION
We may from time to time need to disclose certain information, which may include your Personal Data, to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant in the course of a legal proceeding, or in response to a law enforcement agency request. Also, we may use your Personal Data to protect the rights, property or safety of Epic Rides & Tours, our customers or third parties.
If there is a change of control in one of our businesses (whether by merger, sale, transfer of assets or otherwise) customer information, which may include your Personal Data, could be transferred to a purchaser under a confidentiality agreement. We would only disclose your Personal Data in good faith and where required by any of the above circumstances.
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