FREQUENTLY ASKED QUESTIONS

▶ Do I need to check-in via Service NSW?
Due to NSW Government COVID-19 safety guidelines all guests on board must sign in using the Service NSW QR Code. Should you not have a mobile device our staff will check you in.

▶ Do I need to follow what is in the Public Health Orders while on your boat?
All guests who board Imagine Cruises must follow all public health orders (state or federal) that may be in place.

Please be aware of all NSW Government public health orders prior to placing your booking with Imagine Cruises.

▶ Do I need to wear a face mask on the boat?
Face masks must be worn while inside the cabin and outside on deck should you not be able to keep the recommended social distancing from other guests.

▶ Can I pay for items with cash or are you only taking card payments?
We are accepting cash and card payments in the office and also on the boat for all purchases.

▶ Do I come to your office to board the boat?
No, all cruises depart from dock C, d’Albora Marina, Nelson Bay. Guests will be checked-in at the vessel, at the time of boarding.
Boarding on all cruises is open 15 minutes prior to the scheduled departure time.

▶ What happens if we miss our cruise?
ALL CRUISES DEPART ON TIME. Boats run on a strict schedule and allowances cannot be made for passengers arriving late. Arriving late and missing the vessel can result in the full loss of your fare. No refunds or transfers will be offered if you miss your departure time.
Boarding on all cruises is open 15 minutes prior to the vessel departure time. Make sure you give yourself time to allow for parking and to make your way to the vessel. Allow extra time during weekends and peak holiday periods. Should you know in advance you are unable to make the cruise by departure time, please contact our office (02 4984 9000) for assistance.

▶ Is there car parking available?
Paid parking is available at the d’Albora Marina, Victoria Parade and other locations around Nelson Bay which are walking distance to the marina.

▶ How can I make an enquiry or booking for your cruises?
To make an enquiry you can email us (info@imaginecruises.com.au) or phone our office on +61 (02) 4984 9000. You can also book direct on our website.

▶ Do I need to pre book?
It is highly suggested to pre-book your tour as we cannot guarantee that on the day that you wish to travel there will be availability on the cruise of your choice. Booking online is a great way to secure your cruise

▶ When do I have to pay and are there credit card charges?
Bookings need to be paid for at the time of booking, we accept VISA and MasterCard. Please be advised surcharges may apply. No surcharge applies for cash or EFTPOS.

▶ What ages are eligible for a Child’s fare?
A children’s fare is available for persons aged 2-16 years of age.

▶ Can I bring my infant onboard? Do I need to pay?
Yes, infants are welcome onboard all cruises. Children younger than 24 months are free of charge. From 2yrs of age, the child fare applies.

▶ What constitutes a Family when purchasing a Family ticket?
2 Adults and 2 Children are classed as a family. The children must be between the ages of 2 and 16 years.

▶ What is classed as Concession?
Concessional fares apply to holders of Australian Seniors Cards. This does not include overseas seniors. Full time students (15-25 years) must provide relevant ID.

▶ Do you sell gift vouchers?
Yes, we sell gift vouchers! Vouchers can be purchased direct via our website or by calling our office (02 4984 9000). Vouchers are generated and emailed at the time of purchase.
Gift vouchers are valid for 3 years from date of purchase, dollar amount vouchers can be redeemed on any cruise until the date of expiry, cruise specific vouchers are valid for the cruise they have been purchased for only.

▶ Can I change the date of my cruise?
Please contact our office to enquire about rescheduling a cruise. If we have sufficient notice and availability we will transfer your cruise date to a mutually agreeable time and date. A 20% administration fee may be charged.

▶ What if I need to cancel my cruise?
All cruises need to be paid for in full at the time of booking.
Cancellation of a cruise up to 24 hours before your departure MAY incur a 20% Administration fee.
No refund will be issued for cancellations made with less than 24 hours’ notice, or for failure to check-in for a cruise.

▶ What if the weather is bad? rain, storms etc?
PLEASE DO NOT ASSUME A CRUISE IS CANCELLED IF IT IS RAINING. If you have any concerns please ring our office on 02 4984 9000.
We can give you more information as well as weather updates.
We monitor the weather closely and decisions are made based on safety as well as guest comfort.
See cruise terms and conditions.

▶ What if my cruise is cancelled?
Should a cruise not operate for any reason, guests will be given the opportunity to reschedule or offered a full refund.
We always try to give guests as much notice as possible if we need to cancel a cruise.
Cruises cancelled due to poor weather/sea conditions are done so for the safety and comfort of our guests.
Imagine Cruises require a minimum of 10 paying customers to operate a cruise, and cruises will be cancelled if minimum numbers are not met.
See cruise terms and conditions.

▶ Is it Safe?
Yes, our vessels are in commercial survey and subject to regular inspections. We are fully equipped with life rafts, emergency beacons (EPIRB), life jackets, throw rings, fire extinguishers and first aid kits. All crew are First Aid/CPR trained. Our crew will give a full safety briefing at the beginning of the trip for all passengers. Imagine Cruises follow all state and federal COVID-19 safety guidelines.

▶ Are your boats wheelchair friendly?
Unfortunately, our vessels are not easily suited for wheelchair access. We can however, cater to guests with limited mobility who are able to interdependently climb 6 stairs. Passengers with mobility issues or concerns regarding movement around our vessels are asked to contact our office on 02 4984 9000 so that we can better understand how we may accommodate your needs.

▶ Do you accept Companion Card?
Yes, we accept the companion card on all scheduled cruises (excluding specialty cruises) and provide the holder a free ticket for the cruise when they are traveling with your client.

▶ Are there toilets?
Yes, Imagine Cruises have toilet facilities.

▶ Is there food and drink available? Can I bring my own?
Soft drinks, Alcohol and snacks can be purchased from the bar. Imagine is a fully licensed vessel, as such there is NO BYO Alcohol.
Envision does not have any snack or beverage facilities.
Guests are welcome to bring reasonable amount of food (fruit, sandwiches, snack bars recommended) and nonalcoholic beverages onboard either vessel.

▶ What should I wear?
For winter cruises (whale watch), we recommend warm layers including a jacket. You can always take a layer off if you are too warm, but you can’t put on a layer you didn’t bring. Long pants and enclosed shoes are highly recommended. It is also a good idea to bring a water proof layer; not only does it keep you dry, it also protects you from the wind.
For summer cruises, a light jacket is recommended. Guests wishing to enter the water should bring swimwear and a towel.
Hats or sun protection are recommended on all cruises, even on overcast days.

NO HIGH HEELS OR WEDGES PERMITTED. All guests must wear flat shoes (thongs/flip flops OK).

▶ What should I bring with me?
In addition to the recommended clothing and sun protection, you may want bring a camera, binoculars, water and snacks.
For guests onboard any summer cruises, swimmers and a towel are recommended for those wanting to get in the water. ‘
On any cruise, a light jacket is recommended.

▶ What if I get seasick?
‘Sea sickness’ can be different for individuals, making it difficult for us to advise on the matter. If you suffer from other types of motion sickness, such as on a plane or car, you might get seasick.
PREVENTION is better than CURE. If you have concerns about seasickness we recommend you seek advice from a local pharmacy about preventatives prior to the cruise.
We offer motion-sickness prevention for free onboard before the tour, however pharmacists recommend taking tablets 1 hour before a cruise.

▶ Can I smoke on your vessels?
As per the NSW Smoke Free Environment Act 2000 and the Smoke Free Environment Regulation 2016, smoking is not permitted on any of our vessels at any time.
From 1 July 2018, under the Smoke-free Environment Act 2000 and the Passenger Transport (General) Regulation 2017, people cannot use e-cigarettes in smoke-free areas.

▶ Can I take a baby pram on board?
Baby prams/strollers are permitted on board our vessels. Please understand that space is limited. If it is possible to travel without the pram/stroller it is appreciated. If you have any questions, please contact our office, 02 4984 9000.

▶ What’s the best time of day to see Dolphins or Whales?
There is no time of day that is better for viewing dolphins or whales. Encounters vary day to day and there is no way to predict sightings or behaviours.
Pick the cruise time that best suits you and let nature surprise you!

▶ What happens if I don’t see a Whale or Dolphin?
Even with our excellent sighting percentage occasionally we have difficultly finding whales or dolphins. In the event of a ‘miss’ we will issue you with a ‘free return voucher’ to use at a later date.
Refunds will not be issued.
We understand that sometimes passengers cannot take up the free return voucher for whatever reason, but we do everything we can to locate whales or dolphins during cruises. The ‘free return’ voucher has no expiry date, thus giving guests every opportunity to ‘try again’.
Free Return vouchers are not transferable between guests and vessels.

▶ Do I need to be fully vaccinated to visit?
As Imagine Cruises falls under entertainment/hospitality we must adhere to the NSW Government Public Health Orders, only fully vaccinated people aged 16 years and over will be permitted to cruise with us, children under 16 years are accepted without vaccination when accompanied by a parent .
Guests will be required to show proof of COVID-19 vaccination upon boarding the vessel as well as check-in via the Service NSW app.
Guests with a digital COVID-19 vaccine exemption certificate will be able to visit, they will need to show this to our staff upon arrival.
Penalties may also apply for anyone making or presenting a fake form of proof of vaccination.

For more information on how to obtain your COVID-19 vaccination certificate please visit NSW Health
To find out about what business obligations are please visit the following website.