Terms and Conditions

Acceptance of Terms

By making a booking, the individual placing the booking represents and warrants on behalf of all travelers in the booking that:

• They have read, understood, and agree to be bound by this Agreement.
• They consent to the use of their personal information in accordance with our Privacy Policy.
• They are at least 18 years of age and, where age restrictions apply, confirm that all members of the party meet the required age criteria.

Placing Booking Orders

Customer Responsibility:

You are responsible for the accuracy of all booking details provided, including any discrepancies or errors.

Passenger Details

Passenger details must match the information in the passport, including middle names where applicable. Discrepancies that require ticket reissuance may incur additional fees. It is your responsibility to verify all travel documents upon receipt and report errors immediately.

Offers and Acceptance:

Booking orders constitute an offer to purchase a holiday package under the terms outlined in this Agreement and any applicable third-party supplier terms. Orders are not confirmed until payment is received in full and supplier confirmation is obtained.

Order Review:

You must review your order carefully before finalizing it. Once confirmed, cancellations or changes are subject to the terms outlined herein.

Order Rejection or Cancellation by Us:

We reserve the right to reject or cancel any order for reasons including, but not limited to:
If we are unable to fulfill your order, a full refund will be provided.

• Suspected credit card fraud.
• Unavailability of a product or service.
• Errors in pricing or product descriptions.

Some products or service prices are “Instant Purchase” as a result of dynamic pricing and changing availability and thus can only be secured if paid for in full immediately when quoted. Even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you. This can occur due to availability or changes in the travel service provider’s booking allocation. If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. We do not represent or warrant that our prices or any sale fares are identical to or cheaper than any sale prices that might be available direct online.

Reservation of Your Holiday

The name of booked passengers must be identical to the name in their passport, visa and other travel documents. Upon receipt of a booking request, we will allocate the holiday package, subject to availability, process the payment, and issue a confirmation or receipt.

Deposits:

Deposits are refundable only if the requested reservation is unavailable.

• AUD $200 per person for refundable hotel bookings.
• 25% of the package price for Escorted Tours, Cruising, and FIT Packages.
• 100% of airfare price and non-refundable hotel bookings, or other non-refundable products and/or services.

Balance Payment:

The balance is due 60 days prior to departure. Late payments may result in booking cancellation and applicable cancellation fees.

Pricing and Rates

Currency:

All prices are quoted in Australian Dollars (AUD) and include applicable taxes and fees.

Price Adjustments:

Prices are subject to change without notice due to factors including supplier price changes, currency fluctuations, fuel surcharges, and taxes. Due to dynamic airline pricing and the use of automated GDS tools that are outside our direct control to display fares and availability on our website, prices are subject to change without notice.

Errors and Corrections:

We reserve the right to correct pricing or description errors. Refunds cannot be offered for price reductions occurring after purchase and ticketing of services.

Changes to A Booking:

If unforeseen circumstances beyond our control necessitate changes to your holiday booking, we reserve the right to make such amendments and will notify you promptly.

Some products or service prices are “Instant Purchase” as a result of dynamic pricing and changing availability and thus can only be secured if paid for in full immediately when quoted. Even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you. This can occur due to availability or changes in the travel service provider’s booking allocation. If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. We do not represent or warrant that our prices or any sale fares are identical to or cheaper than any sale prices that might be available direct online.
Please note that we cannot accept liability for changes or cancellations resulting from “force majeure” events. These include, but are not limited to, war, political unrest, natural disasters, adverse weather, fire, or any other extraordinary circumstances beyond our control. In such instances, refunds will be issued, less reasonable expenses incurred by our organization.

Payment Terms:

Payment is required at the time of booking and/or upon receipt of our invoice and can be made via credit card, Travelpay, Mint, or bank transfer. Bookings paid via Travelpay, Mint or by bank transfer are not confirmed until funds have cleared in our account.

Additional Costs:

Any requested changes or additional services may incur supplementary fees or surcharges.

Payment Surcharges:

MasterCard/VISA Credit & Debit: 1.5% surcharge.
American Express: 2.2% surcharge.

Third-Party Incentives:

We may receive fees, commissions, gifts, or financial incentives from third parties under this Agreement.

Travel Itinerary

The itinerary details provided to you are subject to change due to availability or external factors.

Travel Documents

Upon payment, you will receive a confirmation email outlining your selected services and payment details. Please review this email carefully and notify us of any discrepancies on the same day of booking to ensure prompt rectification. We will not be liable for any errors or omissions reported after this period. Some travel documents may be provided at the holiday departure points at the various destinations when required by the overseas service providers.

We rely on the contact information you provide to us during the booking process to deliver your travel documents. We will not be held liable for any costs arising from incorrect details being provided (this includes passenger names, and dates of birth) or for travel documents not being delivered due to junk or spam email inbox settings.
All details in your confirmation email are considered final and will be used for booking and ticketing purposes. Amendments requested after 11:00 PM on the booking day are subject to availability and may incur additional charges.

Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable, and/or subject to cancellation and/or other change fees. Travel documents cannot be transferred to another person to use.
Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports as well as city taxes charged by various cities for your stay. These are paid for directly at the hotel.

Booking Amendments and Cancellations By You

Written notification is required for all amendments or cancellations.

Amendments:

Changes to bookings are subject to availability and incur fees as outlined below
Land Services: $55 per booking + supplier charges.
Air / Flight Services: refer to list of fees and charges listed below under Flights

Cancellations:

Cancellation fees for land bookings are as follows:

• More than 60 days: Deposit only.
• 60–29 days: 30% of the package price.
• 28–15 days: 50% of the package price.
• 14–4 days: 80% of the package price.
• 3 days or less: 100% of the package price.

Air / Flight Services: refer to list of fees and charges listed below under Flights

These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.

Additional supplier fees may also apply. All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider’s terms and conditions contain a “no refund policy”, we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.

Booking Amendments and Cancellations By Service Provider:

If your booking is cancelled by a travel service provider (airline, hotel, cruise, tour company, etc), the travel service provider will offer you an alternative travel arrangement of comparable standard if available and may refund any price difference if the alternative is of a lower value, or a travel credit for the full amount paid by you. Alternatively, subject to the travel service provider’s policy, a refund can be offered of all money paid by you in respect of the booking.

Flights

The flight details included in your confirmation email are subject to availability and according to the flight schedules of each individual airline. Your final flight itinerary will be confirmed during the booking process after payment is completed. If you have any questions or concerns, please contact us at 1800 242 373.

Changes and Cancellations

All requests for date changes or cancellations must be submitted in writing via email. Once flight tickets have been issued, any changes or cancellations will be subject to our flight terms and conditions as well as the airline’s terms and conditions. Please refer to our fee schedule below for further details. These fees are in addition to any applicable airline fees and charges specified to you at the time of booking.

It is your responsibility to ensure that the passenger names on the reservation match exactly with their passport details. If any discrepancies are identified, you must notify us immediately so we can attempt to resolve the issue. Failure to do so may result in passengers being denied boarding and requiring the purchase of new tickets at their own expense. Please note that airlines may impose additional fees or require a new ticket to accommodate name changes. Any requested amendments will be of an equivalent or higher booking class as outlined in the airline terms and conditions.

Our change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and ticketing services to you, as well as processing and managing the changes to, or cancellation of your booking.

Flight Schedule Changes

Minimum connecting times are determined by the International Air Transport Association (IATA), airports, and airline policies. Flight segments are booked in accordance with the operating airline’s rules and conditions.

Airlines reserve the right to reschedule or cancel flights at any time, and these changes are beyond our control. It is your responsibility to verify the departure time with the airline before travel to ensure no schedule adjustments have occurred. In the event of a schedule change, you must notify the local tour guide, hotel, or transfer service using the contact details provided in your travel documents.

We are not liable for additional costs or losses incurred due to airline schedule changes or cancellations. Please note: significant delays of five hours or more may result in a “no-show” status and the involuntary cancellation of your accommodation unless prior notice is given, particularly for stopover destinations.

Baggage

Baggage allowances vary by airline. Please refer to your travel documents for specific details. Excess baggage charges are the responsibility of the traveler.

Frequent Flyer Points

Frequent flyer points cannot be used for ticket purchases or upgrades. It is your responsibility to lodge your frequent flyer number directly with the airline.

Special Requests

Special requests, including dietary and mobility needs, must be communicated during booking. While we will endeavor to accommodate such requests, they are not guaranteed.
Unused portions of any package are non-refundable and cannot be exchanged for other services.

Refusal of Carriage

We reserve the right to remove customers from the group if their conduct compromises the enjoyment, safety, or welfare of other tour participants. This includes, but is not limited to:
• Physical, medical, or mental inability to participate in the tour arrangements.
• Unsocial, disruptive, or unruly behavior.
• Possession or carriage of prohibited substances or materials.
No refunds or compensation will be provided in such circumstances.

Important Recommendations

Flight information provided in your confirmation email and in your travel documents is subject to airline scheduling. We recommend that you contact the airline or visit the airline’s website to confirm your scheduled departure time 24 hours prior to your flight. You should also confirm departure times for each onward flight. In the event of schedule changes, failure to reconfirm any sector of your itinerary may result in you needing to purchase a new flight.

If you do not use your ticket in the sequence that it is booked in or fail to cancel your booking before the departure date (or before your next scheduled flight in cases of partially used bookings) you may be subject to extra airline penalties as a result (as indicated in your bookings fare rules). These penalties can render parts, or all, of your booking forfeited and/or non-refundable. For non-refundable bookings, if you cancel any aspect of your booking, you will not be entitled to a refund, travel credit or other remedy.

You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. Failure to present required vaccination documentation (e.g. proof of COVID-19 or Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel.

We recommend booking at least three (3) months in advance, especially during peak periods such as holidays and weekends, to ensure availability.

Cruises

Cruise details outlined in your travel voucher are subject to change. Any special requests (e.g., dietary or cabin preferences) must be communicated at the time of booking and are subject to availability. Changes requested after cabin allocation may incur additional fees. Cabin placements are assigned on a “Run of Ship” basis unless otherwise specified.

Tours & Transportation

For smaller group sizes, we reserve the right to use a smaller coach in place of a full-sized touring coach. Smaller coaches and vehicles used for local transfers or occasional day excursions may not include onboard toilet facilities. In the event the minimum required number of participants for a tour is not met, we reserve the right to cancel the tour. Should this occur, we will provide you with an alternative option from our program or brochure. If a suitable alternative is unavailable or unacceptable to you, we will refund all monies paid.

All transportation services will comply with individual country and European Economic Community (EEC) regulations.

Hotels

Hotel descriptions and information are sourced from local suppliers or their online platforms. While we make reasonable efforts to verify the accuracy of this information, we do not guarantee its completeness or correctness. Hotel features and facilities are subject to change at any time.
If a hotel change is necessary, we will provide an alternative property of comparable or higher standard. No refunds will be issued in connection with such changes.

Non-smoking rooms can be requested but cannot be guaranteed, as not all hotels offer dedicated non-smoking accommodations. Hotel porterage is not always included unless explicitly stated in the itinerary.

Twin Share Rooms

Please note: In certain regions, including parts of central Europe, traditional hotels may provide “French Twins,” which consist of two separate beds and mattresses joined together and sharing a single headboard.

Passports, Visas, and Health Requirements

All travelers must possess a valid passport for international travel with at least six (6) months’ validity beyond the return date and a minimum of two (2) blank pages. It is your responsibility to ensure compliance with passport, visa, health, and other entry requirements for all countries on your itinerary. Any fines, penalties, or expenses resulting from failure to meet these requirements will be borne solely by you.

For visa assistance, including invitation letters or supporting documents, please contact us at 1800 242 373. While we endeavor to provide accurate guidance, we are not liable for the accuracy of information provided by external sources or for any loss incurred due to reliance on such information.

Certain health requirements, including vaccinations, may be mandatory for travel to specific destinations. It is your responsibility to verify and comply with these requirements. Failure to disclose a health condition may result in denied entry, detention, or repatriation, for which we accept no liability. Vaccinations may need to be administered well in advance of travel.

Travel Insurance

We strongly recommend obtaining comprehensive travel insurance immediately upon booking. Your policy should cover, at a minimum:

• Cancellation
• Baggage loss or theft
• Medical and accident expenses
• Personal liability

Additional coverage may be necessary depending on your specific travel plans. Please consult our consultants for insurance options. If you choose to decline insurance, you may be required to sign a disclaimer.

Travel Advice

You are responsible for staying informed about the safety and conditions of your destination(s). We recommend consulting the Australian Department of Foreign Affairs and Trade (DFAT) website at www.smartraveller.gov.au for up-to-date travel advisories. We also encourage you to register your travel plans with DFAT to ensure you can be contacted in case of an emergency.

Complaint Procedure

We are committed to resolving complaints promptly and effectively. If a problem arises during your travel, you must address it directly with the service provider (e.g., hotel, airline, cruise operator, or tour operator) within 24 hours as a first step. Failure to do so may result in any subsequent claim for compensation being reduced or denied.

Unresolved complaints must be submitted to us in writing via email within 30 days of completing your travel arrangements. Claims submitted after this period may not be accepted. Complaints must include all relevant receipts and supporting documentation, as well as evidence of your attempts to resolve the issue with the service provider. All claims are subject to our Refund Policy.

Responsibility

By accepting a booking with us, you acknowledge that:

1. You have read and agreed to our booking conditions.
2. While we packages the holidays listed in this program, we do not own, manage, control, or operate any aircraft, hotels, ships, or coaches.

We act as an intermediary, arranging travel services provided by reputable suppliers who operate under the standards set by their respective local authorities. All bookings are subject to the terms and conditions imposed by these suppliers.

We cannot be held liable for:

• Acts or omissions of third-party suppliers.
• Loss, injury, or damage arising from supplier actions or failures.
• Events beyond our control, including but not limited to strikes, theft, delays, cancellations, and schedule changes.

We do not guarantee the standards of supplier services or assume responsibility for unused portions of a tour, regardless of the reason. If a supplier cannot provide the purchased services for reasons beyond our control, your rights will lie with the supplier, not with us.

Additionally, we accept no liability for itinerary changes caused by weather, delays, or other factors beyond our control. We also disclaim responsibility for criminal acts committed by third parties.
We reserve the right to modify any of these Booking Terms and Conditions (including the Travel Credit terms and conditions) at any time without prior notice.

Airline Responsibility Clause

This program is not issued on behalf of, nor does it commit, any airlines whose services are utilized during the tours.

Credit with Us

Any Travel Credit issued by us is subject to the following terms:

• Valid for 12 months from the date of booking.
• Must be redeemed in a single transaction; unused amounts are forfeited.
• Non-refundable, non-transferable, and not redeemable for cash.
• Cannot be combined with other promotions or gift certificates.

To redeem your credit, inform our staff at the time of your next purchase. Credits can be applied only to Travel Offers offered by us. Payment for the selected Travel Offer must be made in full, alongside the redemption of the credit. Credits not used within the validity period will be void.

Governing Law

This agreement is governed by the laws of Queensland, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of Queensland for the resolution of any disputes arising from this agreement.

These terms were last updated on 10 January 2025.