If you have purchased an Experience Voucher from Pineapple Tours, you can request a refund of the Experience Voucher within 14 days of the purchase date if you have a change-of-mind. The refund excludes any delivery or transaction fees paid at the time of purchase. The change of mind refund excludes Physical products.
The Change of Mind policy above is in addition to your rights under both Australian and New Zealand Consumer Law in respect of guarantees and warranties for our products and services which by law cannot be excluded.
You should contact Pineapple Tours with any issues with a product or experience voucher purchased through Pineapple Tours. Upon receiving your query, Pineapple Tours will contact the supplier or Experience Provider to endeavour to resolve the issue on your behalf. If your issue cannot be resolved, we will provide you a remedy in accordance with your statutory consumer guarantee rights and these terms and conditions.
In particular:
Please note that refunds can only be processed back to the original purchaser.
The purchaser or recipient of an experience voucher, at any time during the validity period, can make a booking, for any experience on the Pineapple Tours website. The experience presented on the voucher is only a suggestion from the purchaser of the voucher. The voucher holder is not limited to the experience displayed on the voucher.
Exchanges for change-of-mind do not apply to Gift Certificates.
Defaced, mutilated, altered, lost or stolen gift cards will not be replaced, refunded or redeemed. Gift cards are redeemable for any product on the Pineapple Tours website. They are not redeemable for cash and cannot be refunded or exchanged for change-of-mind. Gift cards cannot be used in conjunction with promotional offers. Gift cards will expire 5 years from the date of issue. If the date of issue is not specified, the expiry date will be 5 years after the date of purchase. Will be void and may not be redeemed after expiry date. Cannot be reloaded. Cash will not be given for any unused amount. Purchases exceeding available balance require difference paid by other method. We reserve the right to change the terms contained in these Terms of Use at any time. To check balance or expiry date please check the email confirmation that was sent to you or contact our bookings team.
Gift cards purchased on or after 1st October 2020 will have an expiry date of 5 years.
Once a Pineapple Tours Gifts & Hampers product has been purchased and dispatched, it cannot be exchanged for change-of-mind.
– Public Tours (meaning tours that you book and join other guests) – 48hrs Free Cancellation
– Agent Bookings cannot be cancelled by us please contact your booking agent if you booked through a third party.
– Private Tours – We charge a non refundable deposit to be able to book and pay for any necessary reservations.
– We are quite reasonable and will work with you as best we can to move the booking date or find a suitable alternative if needed.
– A rebooking fee may apply to cancellations within 30 days of the booking date.
