Frequently Asked Questions

Do you have a question about the services we offer at eGuide? Browse our range of frequently asked questions below.

If you can’t find the answer you’re looking for, our team are always here to help. As we’re often busy transporting people to the incredible destinations in Northern Tasmania, the best way to get in touch with our team is over email.

Otherwise, we are more than eager to respond through our contact form and mobile.

Prefer an immediate response? Try our AI chatbot, located at the bottom of each website page.

Contact Us

About eGuide

  • eGuide is a Tasmanian-owned tour and transport company based in Devonport, providing reliable, eco-conscious visitor experiences across the state. We specialise in wilderness access, cruise ship excursions, private charters, and small-group touring. Our services include Overland Track and Walls of Jerusalem transfers, Cradle Mountain hotel transfers and day tours, Tasmania-wide point-to-point transfers, Burnie and Hobart shore excursions (including the Burnie Attractions Bus, Bonorong Shuttle and Hobart Attractions Bus), and a range of tours from Devonport such as Cradle Mountain, the Tasting Trail, and multi-day North West itineraries

  • Yes. eGuide is a fully accredited and fully insured Tasmanian tourism operator, audited regularly by the relevant regulatory agencies. We hold all required accreditations for passenger transport and commercial touring, including Public Passenger Vehicle accreditation and Quality Tourism Accreditation. Our vehicles meet strict safety and maintenance standards and undergo regular inspections. We carry comprehensive public liability, vehicle, and worker protection insurance, with our compliance and safety systems reviewed annually—ensuring every traveller is in safe, professional hands.

  • Eguide operates a large modern, late-model fleet, including Toyota Commuters, Hyundai Starias, Ford Transit minibuses, SUVs, and our new Toyota Coaster. All vehicles are air-conditioned, clean, comfortable, and maintained to the highest safety standards, with regular servicing and inspections. For larger groups and cruise ship days, we also charter modern coaches through trusted partners, ensuring we can scale safely and reliably for any tour or transfer.

  • The eguide team includes six full-time equivalent staff and a seasonal pool of drivers and guides. The business is led by David Hearle, a trained botanist and educator, and Marie Bean, a full-time driver-guide with a background in fitness and hospitality. They are joined by Ian Etchell, a veteran guide, and Koji Yasui, who leads the Japanese market expansion.

  • Email: info@eguide.com.au | Phone: 0422 866 584

    We also reply quickly via the website enquiry form.

Booking & Payment

  • You can book directly on our website, by email, or by phone. For most products, there is no payment required at the time of booking.

  • No. For most services, payment is on the day. A few products require full prepayment, but this will be clearly stated.

  • We accept cash, VISA, Mastercard, and online card payments through our secure booking system.

  • Yes. For several products—including Overland Track and some transfers—we offer a small discount for cash payments.

  • Yes, we are very flexible. You can change dates, times, or pick-up points at no cost, subject to availability.

  • Yes. Groups of four or more often receive discounted rates. Contact us for a quote.

  • We offer hassle-free refunds. If your plans change, we refund immediately.

    For cruise ship passengers, if the ship doesn’t dock, we refund 100%.

  • We adjust automatically.

    We always guarantee an on-time return and do not charge extra for timing changes beyond your control.

Pick-Up & Drop-Off

  • We pick up from hotels, airports, the Spirit of Tasmania terminal, the Visitor Centre at Cradle Mountain, Lake St Clair, and most locations in Northern and Southern Tasmania.

  • Please be ready 5–10 minutes before your scheduled pick-up. Drivers may arrive slightly early.

  • Your confirmation includes the driver’s name, phone number, and vehicle description.

    At terminals and ports, look for our eGuide sign or branded desk.

  • Yes. Most transfers include hotel pick-up at no additional cost.

  • Let us know as soon as possible. We always do our best to adjust.

  • Yes, provided it is within a reasonable distance and fits into the schedule.

  • One large pack and one daypack per person.

    Extra items can often be accommodated—simply let us know.

  • Yes. Free luggage storage is available for return shuttle guests.

  • Yes. Ask your driver—no need to pre-book.

  • Absolutely. Our vehicles are geared for hiking equipment.

  • We can reschedule if possible. If you need to cancel, we provide a formal letter for travel insurance.

Overland Track Shuttle

  • Shuttles are set up on demand.

  • Yes. We meet foot passengers and offer early departures for Overland Track walkers.

  • A Parks Pass is required to enter the Visitor Centre, but you can purchase it on arrival.

  • Severe weather may affect travel. We work with you to adjust safely at no extra cost.

  • Yes. We run daily services to Hobart, Devonport, and Launceston.

  • Yes. We stay in touch and adjust where possible.

Walls of Jerusalem Transport

  • We service Launceston, Devonport, Deloraine, Mole Creek, and surrounding areas, with custom pick-ups available.

  • At the main Lake Ada Road trailhead, used for access to the Wild Dog Creek area.

  • Morning departures are standard. Times vary by season.

    Custom departures are available for groups.

  • Yes. One-way and return options are available, with typical return pick-ups in the early afternoon.

  • Yes. Free storage is offered for return transfer guests.

  • A large pack, daypack, and hiking equipment are fine.

    Please let us know if you have oversized gear.

  • No. The final section is unsealed, and our drivers are experienced on this road.

  • Contact us by phone or text. We monitor weather and track conditions and adjust where possible.

  • Yes. Free gas canisters are carried by our drivers.

  • We adjust timing or offer alternatives. Safety comes first.

  • Yes. Group transfers are available, and larger vehicles can be arranged.

Cradle Mountain Transfers

    • Devonport → Cradle Mountain: ~1 hour

    • Launceston → Cradle Mountain: ~2 hours

    • Hobart → Cradle Mountain: ~4.5 hours

  • Normally we drop at the Visitor Centre.

    In special situations (mobility needs or tight cruise schedules), park entry may be requested.

  • Yes. One-way and return options are available.

  • All visitors must use the Cradle Mountain shuttle buses when operating.

  • Yes. Please let us know before your transfer.

Hop West Tasmania

  • Hop West is our flexible hop-on, hop-off style touring route through Tasmania’s North West, connecting towns, attractions, and nature areas, including Devonport, Penguin, Ulverstone, Sheffield, Cradle Mountain, Leven Canyon, and more.

  • Select the sectors you want, hop on at your chosen stop, explore, and hop off wherever suits you.

    It’s perfect for travellers without a car.

  • No. We manage the full itinerary once your choices are confirmed.

  • Comfortable transport, a friendly guide, local storytelling, scenic stops, and short walks.

  • Not usually, unless specified in your chosen package.

  • Yes. Standard luggage and daypacks are welcome.

    Oversized luggage can be confirmed in advance.

  • Yes, with adjustments during severe conditions.

  • Yes. We time departures to ensure an on-time return to your ship.

  • Yes. We can tailor suggestions based on your interests.

Shore Excursions

  • Just outside the cruise terminal after the free city shuttle drop-off.

    Look for our branded desk.

  • We adjust timings automatically.

  • Yes—100% guaranteed.

  • A unique convict-style buff you can keep (value $20).

  • Museum entry is included on the Burnie Attractions Bus. Others may be separate.

  • Yes—with route adjustments for safety.

Tasmania Transfers

  • Yes. We service Devonport, Launceston, and Hobart Airports.

  • Anywhere in Tasmania.

  • Yes. Private and custom transfers are available.

  • Yes—please request these when booking.

Tasmania Tours

    • Hobart Attractions Bus,

    • Burnie Attractions Bus,

    • Tasting Trail Tour,

    • Classic Adventure North West 5-Day Tour,

    • Bonorong Shuttle,

    • Cradle Mountain Day Tours, and private custom tours.

  • Some tours include tastings or snacks; others are BYO.

  • Yes.

Safety & Accessibility

  • Yes. All drivers hold commercial licences and complete regular training.

  • We assist all passengers and accommodate mobility needs where possible.

  • Yes—every vehicle is fully equipped.

  • Yes. Assistance animals are welcome on all services.

Sustainability & Community

  • Through modern low-emission vehicles, 100% carbon offsetting, digital operations, and removal of single-use plastics.

  • Yes—91% of our suppliers are Tasmanian.

  • Local procurement, reusable items, carbon offsetting, and Leave No Trace education.

Weather, Delays & Emergencies

  • We adjust when possible; if not, we refund in full.

  • Safety first. We reschedule or refund.

  • Your confirmation includes an emergency mobile number.

Special Requests

  • Yes. We run charters for groups of any size.

  • Absolutely.

  • Yes—just ask the driver.

  • Yes.