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FAQ

If you have a question that has not been answered below. Please call us on +61(2)4984 9388 or send us an email to info@moonshadow-tqc.com.au.

It is a good idea to ask before your cruise so that we can ensure you have the best possible experience.

Cruise Experience

COVID-19

The safety, security and well-being of our guests and crew is our number one priority during this unprecedented time. Moonshadow-TQC Cruises has implemented a comprehensive set of preventative measures to address concerns regarding COVID-19.

INFECTION CONTROL MEASURES

We strongly encourage all our employees and passengers on board any of our vessels to follow guidelines from NSW Health Authority or any relevant Government body, plus further internal recommendations tailored for effective infection control.

These include:

  • At the gangways of each vessel using the alcohol-based hand sanitizer provided before boarding.
  • Frequently cleaning your hands by using alcohol-based hand sanitizer or soap and water while onboard the vessels.
  • Attempt to maintain a social distance from other people of 1.5 metres as recommended by government.
  • When coughing and sneezing, covering your mouth and nose with flexed elbow or tissue, throwing this tissue away immediately and washing your hands, and
  • avoiding close contact with anyone who has fever and cough.
  • Vessels are cleaned regularly during the day and end of day with approved sanitizing cleaning agents, this includes all traffic areas, tables, bathrooms, handrails, gangways, windows and sills plus a range of other touched areas to ensure a safe environment
  • A limit of passengers will be implemented immediately based on government and Water Police advice. This will vary dependant on the size of the vessel. For example, Moonshadow 5 normally would carry up to 300 guests but will be limited to 100.
  • Mandatory Registration is required upon boarding providing name and phone number.

Our request 

We request our customers patience during these difficult times and look forward to returning to normal operations in the near future.

MOONSHADOW-TQC CRUISES

Which boat am I travelling on?

Whilst our friendly staff can advise you what vessel is currently operating for your cruises, vessels may be changed without notice due to scheduling requirements or passenger numbers. Should you have a preference, please enquire at time of booking, but we do reserve the right to change vessels without prior notice regardless of circumstance.

Can I get a refund instead of a free return voucher ?

No, we understand that sometimes passengers can’t take up the free return voucher for whatever reason, but we do everything we can to locate whales or dolphins. We do not provide refunds.

Can I give my free return voucher away ?

No, the return voucher is only valid for the person named on the voucher and are non-transferable.
Identification can be requested when returning with your voucher.

What if I don’t see a dolphin on a dolphin watch or whale on a whale watch ?

Even with our excellent sighting percentage our crew do on occasion (although rare) not find Dolphins or Whales. If this is the case on the day you travel with valid tickets on a cruise that does not sight whales (on a whale watch cruise) or dolphins (on a dolphin watch cruise) you will be issued free of charge return voucher. This voucher is issued on a stand by basis. This offer is only valid for tickets purchased direct with Moonshadow-TQC or one of its agents. Not valid with 3rd party bookings.

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. The dolphins live in the bay all year round and whale season is from May to early November.

Will I get sea sick ?

Every individual is different, and it is difficult for us to advise on if you will get sea sick.
If you have concerns about sea sickness we recommend you seek advice from a local pharmacy on the correct medication to take.

Can I bring my own food and drinks ?

As all our vessels are fully licensed we do not offer BYO alcohol on board. Moonshadow-TQC has a variety of food options when travelling on our cruises so BYO food is rarely permitted. We do offer private charters/functions where the option of BYO food is available once discussed with our marketing team. Please contact our office to discuss further details.

Do you provide towels ?

We recommend you bring your own towel. We have limited stock for purchase and cannot guarantee availability.

Are drinks included in the Twilight Dinner Cruise?

One of the great things about our dinner cruise is the selection of beverages for purchase. Beers, wines, cocktails and soft drinks are all available for purchase. We do provide complimentary ice water plus Tea and Coffee.

Is there a shuttle bus between the Dolphin or Whale Cruise and Sandboarding?

You will need to make your own way to and from the Cruise Location out to the Lower Car Park James Paterson Street Anna Bay for your Sandboarding Adventure.

Can I get a table for two on the Twilight Dinner Cruise or Lunch Cruise?

Due to the fixed seating configuration on board our vessel, individual tables of two cannot be guaranteed.

Can I have a window seat?

We will gladly accept seating requests and accommodate where possible. We cannot guarantee requests, but please do notify us of your preference so that we may attempt to place you where you prefer if possible.

Do you have food or drinks for sale on the cruises?

On all our day cruises there are snacks & drinks available for purchase. Should you like to enjoy a buffet lunch on board the vessel this can be pre-purchased as an upgrade to the Dolphin Discovery Cruise.

What is the dress code on board?

Smart casual is the expected dress code. As you are on a moving vessel, we recommend enclosed shoes. For dinner cruises, we recommend collared/polo shirts and long pants or dress jeans for the gents and smart casual for the ladies. No thongs, singlets or work boots please.
During Winter, we recommend warm, weatherproof jackets.

What do I need to bring?

On our day tours, bring a towel, sunscreen, hat, swimwear, warm jacket. For onboard purchases i.e. drinks, souvenirs, snacks bring along your credit card or some cash.
Evening cruises warm jacket to avoid being cold.

Where can I park?

D’Albora Marina (Nelson Bay) and Victoria Parade (Nelson Bay)
Up to 4 hour paid parking between the hours 8.30am – 4.30pm
Limited up to 8 hour paid parking in Victoria Pde
Car parking is free and unlimited in some streets i.e. Laman Street, Church Street, Magnus Street all within walking distance to the marina.

View, Print, Download Our Map

Is there WiFi on the boats?

There is no free Wi-Fi available on our vessels. All service carriers have range on our vessels. Off-shore excursions can provide some blackout of range dependant on distance.

Is there wheelchair access to your vessels?

Unfortunately, our vessels are not easily suited for wheel chair access. In the event the guest can access the vessel out of the wheel chair, the chair can be bought on board the main level of the vessel. Due to WHS risk assessments wheel chair bound guests cannot be assisted onto the vessel by our crew. Travel is not recommended for guest’s incapable of accessing the vessel with minimal assistance.

Please note: All Rest room facilities are located down a flight of stairs. Please contact our friendly office staff for advice on our vessels regarding wheelchair access if you have any queries.

What happens if it’s bad weather ?

Moonshadow-TQC has the largest, safest and most comfortable passenger carrying vessels in the region. With all offshore cruising the possibility of uncomfortable and dangerous sea conditions can force the cancellation of a cruise. Moonshadow- TQC monitors the weather closely and decisions are made not just on safety but also being able to offer an enjoyable experience when travelling offshore. Should poor weather conditions force the cancellation of any cruise passengers are notified as soon as that decision is made - our office staff will discuss further cruising options or transfers for you at this time. Please ensure you are contactable preferably by mobile phone so we can contact you.
Standard cancellation policies can apply.

Are there toilets on board?

Yes, all our vessels have both male and female toilets. Some vessels access to the toilets is by stairway. Please call our office if you have any concerns.

Can I take a baby pram on board?

Baby prams/strollers are permitted on board our vessels. Please understand though space is limited, they are only permitted on the main floor level of any vessel. If it is possible to travel without the pram/stroller it is appreciated. If you have any questions, please contact our friendly reservations team.

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 BYO or purchase alcohol onboard?

Unfortunately, our vessels do not allow BYO as they are all fully licensed. Alcoholic beverages are available for purchase after 10.00am on board all our vessels, for consumption while enjoying the cruise. Alcohol cannot be removed from the vessels.

Booking and Payment

Are there any days you do not operate?

Moonshadow-TQC Cruises operates every day of the year except Christmas Day. Be sure however to check our winter and summer schedules on the specific cruise you wish to travel on as departure times can vary.

When do I have to pay and are there credit card charges?

All bookings require payment at time of booking. We accept VISA, Mastercard (no surcharge), AMEX (no surcharge) EFTPOS, Cash.

 

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.

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 4 and 14 years.

What ages are eligible for a Child's fare?

To be eligible for a Child’s fare, Children must be between the ages of 3-14 years of age.

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 Australian ID. YHA & Nomad card holders are also eligible with valid ID.
Relevant ID must be provided at time of request.

Do you sell gift vouchers?

We sure do! Moonshadow-TQC Cruises gift voucher is the perfect gift for all occasions, ideal for family, friends and corporate clients.
Simply choose from our list of cruises and give us a call. After full payment is made we will post the voucher out to you. The voucher is valid for 3 years from date of purchase and is open-dated until that date of expiry.

Do I come to your office to board the boat?

No, all cruises depart from the mini harbour in Nelson Bay.

What happens if we miss our cruise?

Boarding on all our cruises is open 15 minutes prior to the vessel departure time. We have a strict timetable to adhere to and arriving late and missing the vessel can result in the full loss of your fare. No refunds or transfers will be provided should you miss your departure time.
Make sure you give yourself time to allow for parking and make way to vessel, especially in peak periods such as Easter, Christmas and holidays. Should you know in advance you are unable to make the cruise by the departure time please contact our staff to discuss.

Our GPS says we will arrive at 10:45am for our 10:30am cruise, will the boat wait for us?

We pride ourselves on providing our customers the best experience possible and ensure that our set departure times are followed. Boarding commences 15 minutes to each advertised departure time, you will need to ensure that you allow yourself plenty of time to reach us by this time, find parking and make your way to the vessel. Should you know in advance you are unable to make the cruise by the departure time please contact our staff to discuss.

Can the combo be split over separate days?

Tours may be completed in 1 day or over 2 days. Please advise your preferred departure day/s and times for each activity on booking. COMBOs must be made as one booking request and one payment (ie. please do not book activities separately and then request a combo rate).

What if I want to cancel my cruise ?

Please refer to our Terms and Conditions

What if Moonshadow-TQC cancels my cruise ?

If we cancel your cruise for whatever reason you will be offered a full refund or transfer to another available day or your choice.

Can I change the date of my cruise ?

You are welcome to contact our office and if we have sufficient notice and availability we will transfer your cruise date to a mutually agreeable time and date. A 20% administration may be charged.

NB: Conditions may apply.

How do I make an enquiry or booking for your cruises?

To make an enquiry you can email us here or phone our office on +61(02)4984 9388  or you can book direct on our website.

Online Terms and Conditions

 

The Terms and Conditions set out are the terms on which you book and travel on any cruise operated by Moonshadow-TQC Pty Ltd trading as Moonshadow TQC

ABN: 52610638312

 

 

 

Covid-19 Boarding Terms and Conditions

By accepting these terms and conditions you are acknowledging and confirming:

  1. To your knowledge, you have had no contact with anyone who currently has the COVID-19 virus.
  2. You are currently permitted to travel and not required to be in 14-day isolation due to COVID-19.
  3. You are not symptomatic such as having a dry cough, fever, runny nose, or sore throat. These are symptoms related to Covid 19 and can be highly contagious.

All passengers are required to sign a register upon boarding providing full name and contact phone number.

Covid-19 Booking and Cancellation

Should a passenger cancel cruise because of illness during the COVID period, the following cancellation charges will apply:

24hrs or more prior to departure – Full refund

Less than 24hrs – 100% cancellation charge

 

Are there any days you do not operate?

Moonshadow-TQC Cruises operates every day of the year except Christmas Day. Be sure however to check our winter and summer schedules on the specific cruise you wish to travel on as departure times can vary.

When do I have to pay and are there credit card charges?

All bookings require payment at time of booking. We accept VISA, Mastercard (no surcharge), AMEX (no surcharge) EFTPOS, Cash.

 

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.

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 4 and 14 years.

What ages are eligible for a Child's fare?

To be eligible for a Child’s fare, Children must be between the ages of 3-14 years of age.

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 Australian ID. YHA & Nomad card holders are also eligible with valid ID.
Relevant ID must be provided at time of request.

Do you sell gift vouchers?

We sure do! Moonshadow-TQC Cruises gift voucher is the perfect gift for all occasions, ideal for family, friends and corporate clients.
Simply choose from our list of cruises and give us a call. After full payment is made we will post the voucher out to you. The voucher is valid for 3 years from date of purchase and is open-dated until that date of expiry.

Do I come to your office to board the boat?

No, all cruises depart from the mini harbour in Nelson Bay.

What happens if we miss our cruise?

Boarding on all our cruises is open 15 minutes prior to the vessel departure time. We have a strict timetable to adhere to and arriving late and missing the vessel can result in the full loss of your fare. No refunds or transfers will be provided should you miss your departure time.
Make sure you give yourself time to allow for parking and make way to vessel, especially in peak periods such as Easter, Christmas and holidays. Should you know in advance you are unable to make the cruise by the departure time please contact our staff to discuss.

Our GPS says we will arrive at 10:45am for our 10:30am cruise, will the boat wait for us?

We pride ourselves on providing our customers the best experience possible and ensure that our set departure times are followed. Boarding commences 15 minutes to each advertised departure time, you will need to ensure that you allow yourself plenty of time to reach us by this time, find parking and make your way to the vessel. Should you know in advance you are unable to make the cruise by the departure time please contact our staff to discuss.

Can the combo be split over separate days?

Tours may be completed in 1 day or over 2 days. Please advise your preferred departure day/s and times for each activity on booking. COMBOs must be made as one booking request and one payment (ie. please do not book activities separately and then request a combo rate).

What if I want to cancel my cruise ?

Please refer to our Terms and Conditions

What if Moonshadow-TQC cancels my cruise ?

If we cancel your cruise for whatever reason you will be offered a full refund or transfer to another available day or your choice.

Can I change the date of my cruise ?

You are welcome to contact our office and if we have sufficient notice and availability we will transfer your cruise date to a mutually agreeable time and date. A 20% administration may be charged.

NB: Conditions may apply.

How do I make an enquiry or booking for your cruises?

To make an enquiry you can email us here or phone our office on +61(02)4984 9388  or you can book direct on our website.

Online Terms and Conditions

 

The Terms and Conditions set out are the terms on which you book and travel on any cruise operated by Moonshadow-TQC Pty Ltd trading as Moonshadow TQC

ABN: 52610638312

 

 

 

Covid-19 Boarding Terms and Conditions

By accepting these terms and conditions you are acknowledging and confirming:

  1. To your knowledge, you have had no contact with anyone who currently has the COVID-19 virus.
  2. You are currently permitted to travel and not required to be in 14-day isolation due to COVID-19.
  3. You are not symptomatic such as having a dry cough, fever, runny nose, or sore throat. These are symptoms related to Covid 19 and can be highly contagious.

All passengers are required to sign a register upon boarding providing full name and contact phone number.

Covid-19 Booking and Cancellation

Should a passenger cancel cruise because of illness during the COVID period, the following cancellation charges will apply:

24hrs or more prior to departure – Full refund

Less than 24hrs – 100% cancellation charge

 

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