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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.

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 (3%) 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 0 and 14 years.

What ages are eligible for a Child's fare?

Due to restricted numbers all children aged 0-14yrs will be charged child rates.

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. Companion card holders and their carers.
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.
Gift vouchers are available for purchase at a monetary value allowing the recipient to choose the cruise. 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 D'Albora Marina Nelson Bay. Details here - how-to-find-us

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.

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 $10 admin fee 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 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

 

Do you accept Dine and Discover Vouchers?

Yes. They need to be booked directly by calling our bookings office with the voucher number. P : 02 4984 9388

Cruise Experience

Can I bring a pram on the boats?

Baby prams are not permitted on board our vessels. Collapsible strollers are permitted but cannot be taken to areas other than the main cabin of the vessel, upon boarding our friendly crew will advise passengers on where the stroller may be stored. If you have any questions, please refer enquiries to our reservations team.

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 Statement

Moonshadow-TQC is a registered COVID-19 Safe Business. Our priority is for the safety and wellbeing of our passengers, team and crew.

Covid -19 restrictions and terms and conditions are subject to changes in accordance with updated legislation set down by the Minister and NSW Health orders.

It is mandatory all passengers complete a QR scan check in upon boarding as recently legislated by NSW Health. We ask you have your phone ready to scan upon boarding to assist the crew on boarding passengers quickly and efficiently.

Infants (under 2 years of age) will be charged child rates while we are trading on restricted numbers.

Boarding procedures, hygiene procedures and social distancing policy and procedures will be strictly adhered to.

Please ensure all instructions from our Team and Crew are followed at all times.

We ask for your understanding during these difficult and unprecedented times

 

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 If a passenger has a high allergy or dietary requirement, please contact our office to discuss. 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. Towels are available for purchase.

Are drinks included in any of the cruises?

One of the great things about our Cruises is the selection of beverages for purchase. Beers, wines, cocktails and soft drinks are all available to buy.

Can I get a table for two on the Street Food Cruises ?

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

Can I have a window seat?

Allocated seating is only applicable to our dinner/lunch cruises, we do not guarantee but we are happy to take requests.

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

On all our day cruises there are snacks & drinks available for purchase.

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. Ladies,  we kindly ask you do not wear high heels and high platform shoes on board any of our cruises.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 and camera. 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.

Parking machines

Parking machines are located at Nelson Bay and use smart parking technology. You can pay by card, coin or the Park'n Pay app — remember, your number plate is your ticket to park.

Paid parking operates throughout the Nelson Bay Town Centre and foreshore.

Please check kerbside signs for parking restrictions.

Outside the times indicated, parking is free and unrestricted. However, other parking conditions may still apply to ensure road safety. Please check the information on the kerbside signs before parking your vehicle.

 

By downloading the  Park'nPay app makes finding and paying for parking easier. You can download it from your smart phone's app store.

With the app, you don’t need to walk to a meter and pay — instead you can do it from your smart phone. You will receive a notification on your phone when your ‘ticket’ is about to expire to avoid fines.

Once you’ve registered you can keep track of your parking history and receipts. It's a convenient and ticketless way to park.

You can also look up where to find a park using the app, all from the passenger seat!

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 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 on board all our vessels, for consumption while enjoying the cruise. Alcohol cannot be removed from the vessels.

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