Cancellation Process
Identity Tours Cancellation Policy for National and International Tours. Please notify Identity Tours ASAP when deciding to cancel a tour that you are booked on.

Day trips / party weekend

Please be advised that minimum of $20.00 will be charged if a service user decides to cancel his/her trip within 48 hours. If unable to travel on these dates due to unforeseen circumstances, do give us a call ASAP to discuss the best option for you.

National / International Tour Cancellation

Please be advised that you are eligible for a refund for any national or international tour cancellation if Identity Tours Ltd have not paid the travel agent or any other relevant agencies at the time.

Once a deposit or a full amount is received by Identity Tours and you decided to cancel the tour then a certain percentage of your payment will not be refunded.

We strongly advise that you take out appropriate insurances at the time of booking.

Our Service Policies
We value our customers and we want to ensure that every traveller who uses our service has a memorable time. Please familiarise yourself with our policies; please feel free to contact us at anytime you'd like more information regarding our service.

Smoking Policy

You may smoke only on planned rest stops, during designated free times in allowable areas. There is absolutely no smoking in vehicles or hotel/motel rooms.

Alcohol Policy

Consumption of alcoholic beverages is strictly restricted, unless stated otherwise on the application form. Only moderate consumption will be allowed.

Injury/ Illness

If someone becomes ill or injured we'll be in-touch with the emergency contact to arrange the next steps.

Property Damage

Anyone whom causes damage to property plant or equipment shall be deemed financially responsible for repair or replacement of damaged/destroyed property to as new condition.

Medication Dispensing

All non-self medicating service users medications and prescriptions must be individually pre- packaged according to the time and date of each dispensing. The guardian/ parents/ care staff are responsible for making sure this is completed accurately. Medication should not be packed in a service users suitcase.

An extra day's supply of medication must be sent in case of emergency or trip delay. All medications will be surrendered to the tour director or person responsible for dispensing the medication at the time of check in. Service users who who normally self medicate can continue this practice on trips and package their medications in the way they are familiar with.

Travel Insurance

Travel/ Cancellation insurance can be purchased through Neil Haxton from aibGroup to protect you if you are to cancel for a variety of reasons. It also includes coverage for some accidents and illnesses. We strongly encourage travel insurance, especially for any trip including air, cruise, train or international travel.

Payments/ Deposit

A deposit for each trip must accompany the application. Tours requiring a large deposit will be indicated as such in the deposit required letter which will be sent out to you upon receiving an interest from you.

A deposit, normally is required to firmly hold a spot on a tour. The remaining trip fee balance will be due 5-6 weeks prior to the trip start date.


Final confirmation letter will be mailed out to you within 5-10 days after receiving your full payment. Identity tours ltd reserves the right to cancel any session (trips) due to insufficient registration. In the event of cancellation, travellers will be notified and will be offered first choice of available trips, or their payment will be refunded in full.

Personal Escorts

At times service users and caregivers simply do not feel comfortable attending a holiday without a familiar face along. This situation has been common for service users who may need more assistance than our normal 1:5 ratios and many wheelchair bound travellers.

We welcome, encourage, and will at times require that personal escorts join us. The cost for such an arrangement for both participants could be discussed with Identity Tours Staff.

Make a Complaint

To make a complaint please following the following template;

1. What is the nature of the complaint?

2. What are the names of anybody concerned (staff or otherwsie).

3. On what day (& time) did the problem arise?

4. What was the tourcode, or event name

Please send your complaint as an email to [email protected]

Cookie Policy

Identity Tours Limited does not use tracking cookies of any kind on its website or user portal(s), with the sole exception being those used by Cloudflare(.com) for security purposes.

Privacy Policy

We do not attempt to identify users or their browsing activities unless they choose to give us personal information.

If you visit our website to read or download information, we automatically record some non-personal information this data is removed daily & is only used to enhance the user experience , for example:

  1. Type of browser you use

  2. Type of operating system you use

  3. Screen resolution of your PC

  4. Date and time you access our site

  5. Pages you have accessed and the documents downloaded

  6. Internet address from which you accessed our site (i.e. IP address).

  7. Search terms you used to find content on our website, and the last site you visited before you accessed our website.
The use of this website is subject to the following terms of use:
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