White Water Taxis – Terms & Conditions
All White Water Taxis bookings, charters, journeys and transfers are subject to the Terms & Conditions detailed below.
These Terms & Conditions apply to White Water Taxis, the provider of the booked service, including its employees, contractors, vessel operators, authorised representatives, partners and/or subcontractors.
Payment
We strongly encourage payment by cash, as it is an effective way to support local businesses and reduce unnecessary transaction fees.
We accept Visa, Mastercard and American Express, as well as supported mobile wallets including Apple Pay, Google Pay and Samsung Pay. Cash is our preferred method of payment.
White Water Taxis reserves the right to charge the credit card supplied by the customer in lieu of a deposit or for any outstanding fees that have not been paid on board. This may include, but is not limited to:
- Waiting time
- Damage to the vessel
- Additional passengers
- Cancellation fees
- Changes to pickup or destination locations
- Additional services requested during the booking
Cancellations and Refunds
Booking Confirmation
Once a booking has been confirmed, payment may be taken in accordance with the payment option selected. For online card bookings, payment is taken when the booking is accepted. For cash-on-board bookings, the saved card may be held as a booking guarantee in accordance with these terms.
Customer Cancellations
A 20% cancellation fee applies when a customer cancels a confirmed booking for any reason, except where a different outcome is required by law. The higher cancellation charges specified below apply where the booking falls within the relevant cancellation period. These terms apply to bookings confirmed online, by telephone, by email or directly with White Water Taxis.
Where a cancellation fee applies and payment has already been made, the balance of the amount paid will be refunded. Where payment has not yet been taken, the applicable cancellation fee may be charged in accordance with the payment authorisation and these terms.
To cancel, email info@whitewatertaxi.com.au with the booking reference. We will confirm receipt and cancellation by email.
Standard Bookings
- On the day of travel: 100% of the confirmed booking fare.
- One day before travel: 100% of the confirmed booking fare.
- Two days before travel: 50% of the confirmed booking fare.
- Earlier than two days before travel: 20% of the confirmed booking fare.
Bookings Over 28 Passengers
Bookings for more than 28 passengers may require multiple vessels and additional operational planning.
- Within 14 days of travel: 100% of the confirmed booking fare.
- More than 14 days before travel: 20% of the confirmed booking fare, unless a longer special-event or peak-period cancellation period applies.
December and Major Special Event Bookings
A 30-day cancellation period applies to bookings taking place during December and designated major event periods, including Vivid Sydney, New Year’s Eve, New Year’s Day, Boxing Day and other major Sydney Harbour events identified to the customer at the time of booking.
- Within 30 days of travel: 100% of the confirmed booking fare.
- More than 30 days before travel: 20% of the confirmed booking fare.
The 30-day period overrides the standard 14-day period for bookings over 28 passengers where both apply.
Public Holidays and Other Special Event Days
For Australia Day, Valentine’s Day, other public holidays and designated special Sydney Harbour event days not covered by a longer cancellation period:
- Within seven days of travel: 100% of the confirmed booking fare.
- More than seven days before travel: 20% of the confirmed booking fare.
Where a longer cancellation period applies and has been disclosed at the time of booking, that longer period takes precedence.
Immediate Bookings
Where a booking is confirmed for immediate pickup or pickup within one hour, and the customer cancels after White Water Taxis vessel is already underway to the pickup location, 100% of the confirmed booking fare applies.
Cancellation by White Water Taxis
If White Water Taxis is unable to provide a confirmed service due to severe weather, vessel breakdown or other operational circumstances, and no suitable alternative arrangement can be agreed, the customer will receive a 100% refund of all amounts paid for the affected service. No cancellation or administration fee will be deducted.
Changes to Confirmed Bookings
Requests to change a confirmed booking, including pickup times, dates, locations and destinations, are subject to availability and approval. We will assess requested changes but cannot guarantee alternative arrangements. Additional charges may apply.
If a requested change cannot be accommodated, the original confirmed booking remains valid. If the customer chooses to cancel, the applicable customer cancellation policy applies, subject to applicable law.
Vessel Allocation
Vessels are allocated based on passenger numbers, availability, safety requirements and operational scheduling. Specific vessels or vessel types are not guaranteed unless expressly confirmed in writing. A suitable vessel may be substituted to fulfil the confirmed service.
Nothing in these terms excludes, restricts or modifies rights or remedies that cannot be excluded under Australian Consumer Law.
Amendments to Bookings – Day of Travel
If you need to change a confirmed booking time for either a departure or return journey, you must notify White Water Taxis by phone on 0482 720 408 at least 45 minutes before the confirmed booking time.
Failure to provide sufficient notice may result in waiting time fees of $5.00 per minute, per boat.
White Water Taxis will endeavour to accommodate amendments to bookings, including changes to travel times, pickup locations and drop-off locations wherever possible. However, all changes are subject to vessel availability and the existing booking schedule.
If the requested changes cannot be accommodated, the original confirmed booking remains valid. If the customer subsequently cancels, the applicable cancellation policy applies.
White Water Taxis fares are calculated based on the number of passengers for which the trip was booked and confirmed, or the number of passengers who actually travel, whichever is greater.
Waiting Time
White Water Taxis allows a 5-minute grace period for waiting time.
After this grace period, a waiting fee of $5.00 per minute, per boat may be charged for the total waiting time.
To avoid waiting fees, passengers should arrive at least five minutes prior to their scheduled booking time.
Waiting fees may be paid on board or charged to the credit card provided for the booking.
White Water Taxis will make every reasonable effort to wait for passengers for up to 15 minutes after the confirmed booking time. However, this cannot be guaranteed and depends on the vessel’s schedule and subsequent bookings.
If the vessel is required to depart because of other scheduled bookings, it may depart without passengers who have not arrived.
White Water Taxis accepts no liability for losses or inconvenience caused by passengers arriving late.
If a customer fails to attend a confirmed booking and is considered a no-show, 100% of the confirmed booking price will be charged to the nominated credit card.
Weather
If White Water Taxis cannot provide the confirmed service due to unsafe weather and no suitable alternative arrangement can be agreed, a full refund of all amounts paid for the affected service will be provided.
White Water Taxis will not be responsible for consequential losses, expenses or inconvenience incurred by the customer as a result of a weather-related cancellation.
Passenger safety is our priority, and services will not operate where the skipper determines that conditions are unsafe.
Mechanical Breakdowns
On rare occasions, a vessel may experience a mechanical breakdown.
White Water Taxis will make every reasonable effort to provide a replacement vessel or alternative arrangement as soon as possible.
If a mechanical breakdown prevents the confirmed service and no suitable alternative arrangement can be agreed, a full refund of all amounts paid for the affected service will be provided. Any other rights under Australian Consumer Law remain unaffected.
Safety
The person making the booking is considered the Booking Organiser and is responsible for the conduct of the passengers included in their booking.
Safety breaches, failure to follow instructions, aggressive behaviour or dangerous conduct will not be tolerated on any White Water Taxis vessel.
Examples of prohibited behaviour include, but are not limited to:
- Climbing onto the roof of the vessel
- Jumping from the vessel
- Smoking or vaping
- Urinating from the vessel
- Interfering with safety equipment
- Ignoring instructions from the skipper or crew
- Behaviour that places another passenger, crew member or vessel at risk
Any fines, penalties, costs or fees incurred by White Water Taxis as a result of a passenger’s behaviour may be passed on to the Booking Organiser.
Smoking and vaping are not permitted on our vessels.
Passengers who are heavily intoxicated, aggressive, unruly or appear to be under the influence of prohibited drugs may be refused boarding.
All safety decisions are solely at the discretion of the skipper and are final.
These decisions include, but are not limited to:
- Vessel speed
- Vessel course
- Wharf accessibility and selection
- Vessel-to-vessel transfers
- Passenger numbers
- Boarding and disembarking
- Whether conditions are safe to operate
White Water Taxis will charge 100% of the quoted price if a trip is cancelled or cut short because of safety concerns or because of intoxicated, aggressive, unruly or drug-affected passengers.
All passengers on board a domestic commercial vessel must:
- Take reasonable care for their own safety
- Comply with all lawful directions given by the skipper or crew
- Not interfere with or misuse safety equipment or systems on the vessel
- Not place the safety of another person at risk
These requirements apply in accordance with applicable Australian maritime safety legislation, including the Marine Safety (Domestic Commercial Vessel) National Law Act 2012 (Cth).
Online Bookings
Online quotations do not apply to Special Event Days or Public Holidays, including but not limited to:
- New Year’s Eve
- Boxing Day
- Australia Day
- Other public holidays
- Special Sydney Harbour event days
Online quotations may also not apply to bookings outside regular online pricing hours of 9:00am to 9:00pm.
For travel outside these times, please contact us directly on:
0482 720 408
New Year’s Eve
A New Year’s Eve booking is not considered confirmed until White Water Taxis receives the required payment and issues a booking confirmation.
We will endeavour, where possible, to wait a maximum of five minutes for late passengers on New Year’s Eve. Passengers should arrive well ahead of their scheduled departure time to avoid disappointment.
New Year’s Eve is one of the busiest operating nights on Sydney Harbour. While every reasonable effort will be made to operate according to the confirmed schedule, unforeseen circumstances may result in delays.
Disability and Mobility Requirements
Water Taxi vessels may not be suitable for wheelchair access or passengers with severe mobility restrictions.
Our vessels generally do not have wheelchair ramps, and boarding conditions can vary considerably depending on the wharf, tide and vessel being used.
The skipper has final discretion in determining whether a passenger can safely embark, travel and disembark.
Customers should advise White Water Taxis of any mobility requirements before booking so that the suitability of the vessel and wharf can be assessed.
If you have accessibility or mobility requirements, please contact us before booking:
0482 720 408
Vessel-to-Vessel Transfers
We accept bookings for transfers to or from other vessels.
Please note that it may not always be possible to provide a firm final price in advance because the cost may depend on the other vessel’s location on the day relative to Circular Quay, Darling Harbour and the nominated land-based pickup or destination.
Waiting time may be charged if the other vessel is delayed, changes location, denies immediate boarding or if the passenger is not ready for the transfer.
If the other vessel denies boarding after the Water Taxi has already collected the passenger or is underway to the nominated vessel, the full quoted fare remains payable and is non-refundable.
Passengers must follow the skipper’s instructions when embarking and disembarking.
Failure to follow the skipper’s safety instructions may result in cancellation of the transfer, with 100% of the quoted fare remaining payable.
While embarking or disembarking, passengers may be required to remain hands-free. Phones, bags, purses, children, prams and other items should not be carried where doing so may interfere with safe boarding.
Passengers must follow all instructions provided by the skipper or crew regarding the safe handling of personal belongings, children, luggage and other items.
Aggressive, dangerous or unruly behaviour may be reported to the appropriate authorities.
Damage to Vessels
Passengers will be held responsible for damage they cause to the vessel or its equipment.
The cost of repairing damage may be charged to the Booking Organiser’s nominated credit card.
Opening bottles against the vessel’s painted surfaces, metalwork or other parts of the vessel is strictly prohibited.
A $200 charge per incident may apply where a bottle is opened against the vessel and causes damage to paintwork or metalwork. This charge relates to the repair work, vessel downtime and associated rectification costs.
Please ask the skipper for a bottle opener.
Passengers who vomit inside a White Water Taxis vessel may be charged a $200 cleaning fee.
The cleaning fee may be payable immediately or charged to the Booking Organiser’s nominated credit card after the transfer.
If you are feeling unwell, please notify the skipper as soon as possible.
Defamation and False Statements
Customers and passengers must not knowingly publish false or defamatory statements concerning White Water Taxis, its employees, contractors or vessel operators.
Where unlawful defamatory statements result in demonstrable loss or damage, White Water Taxis reserves its legal rights.
Nothing in this clause prevents a customer from providing an honest review, making a complaint, reporting a genuine safety concern or exercising any right available under Australian law.
Luggage
Standard White Water Taxis fares are primarily based on passenger transport and generally do not include substantial luggage.
Passengers may generally bring the equivalent of one small backpack per person, subject to available space and the skipper’s approval.
Additional charges may apply for larger quantities of luggage and will depend on the volume, size and weight of the items.
We recommend contacting White Water Taxis before booking if you intend to travel with significant luggage.
Water Taxis are predominantly designed to carry passengers.
Luggage must not obstruct:
- Emergency exits or egress
- Passenger movement
- Safety equipment
- Engine access
- The safe operation of the vessel
Items that may not be suitable for transport include:
- Construction equipment
- Large bags or suitcases
- Heavy equipment
- Ladders
- Lengths of timber
- Tables and chairs
- BBQs
- Other large or bulky objects
Please contact us before booking if you are unsure whether an item can be safely transported.
Sydney Harbour Wharves
Some Sydney Harbour wharves are not suitable for all passengers.
Our vessels do not generally have ramps between the wharf and the vessel. Depending on the vessel, wharf and tide, passengers may encounter a gap or height difference when embarking or disembarking.
If you or any of your guests have mobility restrictions or other circumstances that may affect your ability to safely board or disembark, you must advise White Water Taxis before completing the booking.
White Water Taxis will endeavour to service the requested pickup and destination locations.
However, wharves may become unavailable due to maintenance, closures, construction, weather, congestion, safety issues or other circumstances outside White Water Taxis’ control.
Where reasonably possible, an alternative safe wharf will be offered.
If White Water Taxis cannot safely provide the service and no suitable alternative is available, the affected White Water Taxis service will be refunded.
White Water Taxis accepts no responsibility for consequential losses or inconvenience arising from an unavailable or inaccessible wharf.
Swimming
Swimming from a White Water Taxis vessel is strictly prohibited.
Passengers must not intentionally jump from the vessel unless specifically instructed to do so in an emergency by the skipper or crew.
Jumping from a commercial vessel may constitute an offence under applicable maritime safety legislation and may result in penalties.
General Terms & Conditions
For the purposes of these Terms & Conditions:
“Company” means White Water Taxis, the provider of the booked service, including its employees, contractors, vessel operators and authorised representatives.
“Water Taxi” means the vessel or vessels used to provide the booked Water Taxi service.
“Booking Organiser” means the person or organisation that makes or is responsible for the booking.
“Passenger” means any person travelling on or boarding the vessel as part of the booking.
“Skipper” or “Master” means the person in command of the vessel.
Acknowledgements
Passengers acknowledge that the skipper has control of the vessel during the journey and has authority to make operational and safety decisions.
Passengers acknowledge the skipper’s authority to change the vessel’s course, speed, destination, pickup or drop-off arrangements where reasonably necessary for safety or operational reasons.
The Company reserves the right to substitute a vessel with another suitable vessel where required.
The Company may cancel or modify a journey due to weather, equipment failure, mechanical issues, wharf accessibility, safety concerns or other circumstances affecting the safe operation of the service.
The Company will not be responsible for consequential losses or expenses incurred by passengers as a result of such cancellations or changes, subject to any rights the customer may have under applicable Australian law.
Liability
To the extent permitted by law, the Company is not responsible for loss, damage or injury resulting from:
- Failure to follow reasonable directions given by the skipper or crew
- Failure to comply with these Terms & Conditions
- Unsafe or reckless passenger behaviour
- Wilful misuse of vessel equipment
- Intoxication
- Use of prohibited drugs
- Interference with safety equipment
- Failure to take reasonable care when embarking or disembarking
Passengers are responsible for taking reasonable care of their own safety and belongings.
Passengers must follow all reasonable safety directions given by the skipper or crew when embarking, travelling aboard or disembarking from White Water Taxis vessel.
To the extent permitted by law, passengers agree that the Company, its employees, contractors, vessel operators and authorised representatives will not be liable for claims arising from a passenger’s failure to comply with safety directions, reckless behaviour, intoxication or misuse of equipment.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian law.
Contact
For booking amendments, cancellations or enquiries:
Phone: 0482 720 408
Email: info@whitewatertaxi.com.au
By making a booking, the Booking Organiser acknowledges that they have read, understood and accepted these Terms & Conditions and agrees to make passengers included in their booking aware of the terms and conditions relevant to their journey.