Terms of Service

2. Bookings & Payment

• All bookings must be paid in full at the time of booking unless otherwise agreed.

• A booking is only confirmed once payment has been received.

• Departure and return times are estimates and may vary due to tides, river traffic, weather or operational circumstances.

3. Boarding & Arrival

• Passengers must arrive at our check in booth, located at the city marina in Newcastle, at least 15 minutes before departure.

• Please ensure tickets are downloaded to your phone or printed for inspection and scanning.

• Boarding and disembarking must only take place via designated gangways when instructed by crew.

• There is no allocated seating onboard.

4. Accessibility & Wheelchair Access

• Due to space and operational limitations wheelchair spaces are limited.

• Wheelchair spaces must be booked in advance using the appropriate accessible ticket option and are subject to availability.

• We cannot guarantee access for wheelchair users who arrive without a pre-booked accessible ticket.

• For safety reasons, boarding is subject to tidal conditions, weather, water levels, and operational circumstances at the time of travel.

• Our crew will assist where reasonably possible, but access may be refused where safe boarding cannot be achieved.

• Boarding arrangements may vary depending on tides, weather conditions and pontoon configuration.

• For safety reasons, the Captain has the final decision regarding boarding if conditions make access unsafe.

• We are unable to manually lift passengers or mobility aids on board.

5. Cancellations, Refunds & Amendments

• Dated tickets are non-refundable unless a cruise is cancelled by Tyne Cruises.

• Customers may amend the date and/or time of their booking up to 48 hours before their scheduled sailing using the link provided in their booking confirmation email. Amendments are subject to availability.

• Amendments requested less than 48 hours before sailing cannot be guaranteed and will be considered at Tyne Cruises' discretion.

• If you arrive after the scheduled departure time, you will be treated as a no-show and will not be entitled to a refund or transfer.

• Tyne Cruises may cancel or amend a sailing due to:

•  Weather conditions

•  Mechanical issues

•  Safety concerns

• Operational requirements

If we cancel your sailing, you will be offered either:

• A full refund

• The opportunity to transfer your booking to an alternative sailing (subject to availability), or

• Voucher (valid for 12 months)

• Our cruises operate in most weather conditions. The decision to cancel a sailing due to weather rests solely with the Captain. Poor weather alone does not entitle customers to a refund.

• If a sailing is shortened or its route altered due to operational or safety reasons, a partial refund or credit may be offered at Tyne Cruises' discretion.

• Refunds will not be issued for cancellations made by customers. Requests due to exceptional circumstances, including medical or personal situations, may be considered on a case-by-case basis at Tyne Cruises' sole discretion. Any refund, credit or transfer remains entirely at our discretion and is not guaranteed.

6. Operator Rights

This includes anyone who:

• Uses threatening, abusive, or inappropriate behaviour

• Poses a safety risk

• Fails to follow crew instructions

7. Passenger Responsibilities & Conduct

• Passengers must:

      •  Arrive on time

      •  Follow all crew instructions and safety announcements

      •  Behave respectfully and safely

      •  Only embark/disembark when instructed

      •  Comply with all applicable laws and regulations

      •  Failure to comply may result in removal without refund.

8. Children & Animals

• Children must be accompanied by an adult at all times.

• In the interests of health and safety, Tyne Cruises, reserves the right to limit the number of young children travelling on board the vessel.

• For safety and space reasons, there is no room for prams or pushchairs onboard the vessel.

• Any prams or pushchairs brought to the departure point must be left on the the secure pontoon before boarding.

• Where possible, prams will be placed under cover and secured; however, they are left entirely at the owner’s risk. Tyne Cruises accepts no responsibility for any loss, theft, or damage.

• Well-behaved dogs are welcome on our 1-hour City Cruise only. A dog ticket is required as part of your booking.

• Any other animals are not permitted onboard, except registered service dogs.

9. Health, Safety & Onboard Rules

• Smoking and vaping are permitted only in the designated smoking area located on the aft outside deck. Smoking and vaping are prohibited throughout all internal areas of the vessel. Please respect the comfort and safety of other passengers and follow all crew instructions.

• Sensible footwear is recommended.

• Passengers are responsible for dressing appropriately for weather conditions. Refunds will not be given due to discomfort caused by weather conditions.

• Passengers use all facilities (gangways, steps, etc.) at their own risk.

• The captain’s decision is final regarding safety and operation of the vessel.

10. Personal Property & Damage

• Passengers are responsible for any damage caused by them to the vessel, fixtures, fittings or equipment.

• Tyne Cruises accepts no responsibility for loss, theft or damage to personal belongings.

11. Liability

• Neither Tyne Cruises nor its employees or agents shall be liable for:

       •  Injury, illness, loss, delay, or damage howsoever caused

       •  Incidents occurring during boarding, travel, or disembarking

       •  Indirect or consequential losses

       •  Tyne Cruises shall not be liable for any travel, accommodation, parking, loss of earnings or other consequential expenses arising from cancellation, delay or amendment of any sailing.

Nothing in these terms limits liability where it would be unlawful to do so.

12. Photography & Data Use

• Images taken by Tyne Cruises may be used for promotional purposes unless you notify us otherwise in writing.

• Personal information will only be used to provide services or inform you of similar services unless you opt out.

13. Complaints

• Complaints should be submitted by email within 7 days of travel.

• Please include booking reference, date, and details.

• We will:

      • Acknowledge within 48 hours

      • Respond within 7–14 days

      • Possible outcomes include:

Explanation or apology

• Refund (in line with this policy)

• Credit or reschedule

• All outcomes are at the discretion of Tyne Cruises.

• All complaints are recorded and reviewed to improve our services.

14. Governing Law

• These Terms & Conditions are governed by the laws of England and Wales.