Brand

Terms & Conditions


INTRODUCTION

Please read the following terms and conditions very carefully.  Any bookings you make must only be made if you understand and agree with the following terms and conditions.  Any references to “us”, “we” and/or “our” in these terms and conditions means Travel Whizz.  These terms and conditions apply to any booking you make with us, through our consultants using a phone, email or face-to-face, as well as any bookings you make on our website.

We offer for sale to you, various products and/or services on behalf of third party travel service providers, wholesalers and other principal suppliers.  Any references to “the Principals” in these terms and conditions refers to these principal suppliers.  Our services consist of arranging and co-coordinating the services offered by the Principals. We facilitate a direct contractual relationship between you, the customer, and each individual Principal, subject to their terms and conditions.  We deliver our services with reasonable due care and skill, in accordance with these terms and conditions, and the terms and conditions of each individual Principal.

When you make a booking with us, we rely on your authority to act on behalf of any traveller on that booking and that you shall bind all such travellers to these terms and conditions.


TRAVEL INSURANCE

We strongly recommend that you take out an appropriate travel insurance policy to cover your travel arrangements, at the time you purchase your travel arrangements.  Your travel insurance should cover you for cancellation, medical and repatriation expenses, personal injury and accident, death, and loss of personal belongings, money and provide you with personal liability insurance.  Travel insurance is also strongly recommended by The Department of Foreign Affairs and Trade for all overseas travel. 

You should ensure that your travel insurance policy is comprehensive, especially when considering credit card companies and reciprocal medical cover agreements.  When considering using a credit card policy, where you are paying for all or any part of the services arranged through us by credit card and you intend to use travel insurance provided by the credit card provider, you acknowledge that we have offered you comprehensive travel insurance and that you have declined, waiving claim against us in respect to any loss or damage you may suffer as a result of you failing to take out any or adequate travel insurance.  You may be asked to sign a disclaimer should you decline travel insurance.  Your Travel Whizz consultant can provide information to you about travel insurance.  For details of the services they provide, including a quote, please refer to their Financial Services Guide/Product Disclosure Statement.


PASSPORTS AND VISAS

All travellers must have a valid passport for international travel.  When you make an international travel booking with us, we will assume that all travellers on that booking have valid Australian passports.  If this is not the case, you must advise us.  Many countries require you to have a machine-readable passport and may require your passport to have at least six months validity from your date of return to Australia.  All international reservations must be made with personal details as per passport.

It is your responsibility to ensure that you have valid passports, visas and re-entry permits that meet the requirements of immigration and other government authorities.  You should clarify the visa requirements with the Embassies of the countries you intend to visit as the requirements may change depending on the origin country of your passport.  Any additional expenditure, payments, penalties or fines incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except where the extent of a problem is caused by fault on our part).

If you require information regarding passports, visas and other travel documentation relevant to you international travel bookings you have made with us, please ask your consultant.  We can provide more detailed information from a third party visa advisory service provider on your behalf, and where requested, we can assist you to obtain the relevant visas required for your international travel through these providers.  Fees will apply.

If you are travelling to the United States of America, please visit https://esta.cbp.dhs.gov/ for important information regarding compulsory pre-registration for their visa waiver program, refered to as ESTA.  Australian passport holders will not be able to enter the United States of America without a valid ESTA or a visa.  Please note that those who do not meet the eligibility criteria of an ESTA may be required to obtain a visa.


TRAVEL ADVICE

We recommend visiting The Department of Foreign Affairs and Trade (DFAT) website www.smarttraveller.gov.au for general travel advice relating to the destination you plan to visit.  You will also find more specific advice there relating to safety alert levels.  You can register your travel plans with DFAT so that you can be more easily contacted in the case of an emergency.


HEALTH

It is your responsibility to ensure you are aware of any health requirements and recommended precautions (including vaccinations) relevant to your travel.  Please ensure you obtain any relevant documentation to carry during your travels.  Your entry to some countries may depend on this documentation being presented on arrival and failure to present it may result in your entry to that country being denied.  We recommend consulting your doctor, a travel medical service or specialist vaccination centre prior to embarking on your travel.  You can find general health advice for the destinations you plan to travel to on DFAT’s website www.smarttraveller.gov.au


PRICES AND TAXES

All pricing is subject to availability and may be amended or withdrawn without notice.  All quotes are subject to change and availability.  The price is subject to change until booked and paid in full (only then is the price guaranteed).  Price changes may occur for reasons outside of our control, including (but not limited to) currency fluctuations, fuel surcharges, taxes and airfare increases.  Please speak with your consultant for up-to-date pricing information.  Please note; airline taxes are subject to change and are confirmed at the time your ticket is issued.  You may be required to pay local taxes at some airports.


PAYMENTS

All bookings will require the payment of a deposit when you make your booking, unless full payment is required.  Your consultant will advise you of these amounts.  All deposits are non-refundable (subject to your rights under Australian Consumer Law).  Your payment schedule and/or final payment date will be provided at the time of booking.  Some elements of your booking (including airfares) may require full payment at the time of booking.  If final payment is not received by the due dates specified at the time of booking, your reservations may be subject to cancellation. 

You may make payments to us via:

Direct deposit

BSB: 034 219

Account Number: 339063

Account Name: Travel Whizz Client Trust Account

Credit cards via TravelPay  https://pay.travelpay.com.au/TRAVWHIZZ

Visa/Mastercard payments: 1.1% surcharge applies

American Express payments: 3.0% surcharge applies

You authorise us to charge all fees incurred by you in relation to the services provided to the credit card or debit card designated by you.  If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.

Please note; we do not accept cash payments.


CHANGES AND CANCELLATIONS

Should you choose to change or cancel a confirmed booking, fees will apply, subject to your rights under Australian Consumer Law. 

Changes to confirmed bookings will likely incur fees (comprising ours and fees of the Principals).  It is important to discuss any planned changes with your consultant prior to making these changes, as some reservations are non-changeable and any change would result in the cancellation of your booking (non-changeable bookings are most commonly non-refundable and non-transferrable).  It is important for you to read the terms and conditions provided in the Principals’ brochures and documentation to familiarise yourself with their change conditions. 

Cancellations will incur a fee, which can be up to 100% of the cost of your booking, regardless of whether travel has commenced or not.  Where we incur any liability for a Principal’s cancellation fee for any booking that you change or cancel, you agree to indemnify us for the amount of that fee.  Where you seek a refund for a cancelled booking for which payment has been made to the Principal, we will only provide a refund to you once we have received the funds from that Principal.  Your travel insurance should cover you for cancellations.  Please ensure you understand the conditions of that coverage prior to making any changes to, or cancelling, your booking.


TRAVEL DOCUMENTS

Travel documentation includes (but is not limited to) airline tickets, rail passes, cruise boarding passes, hotel vouchers, tour vouchers or any other document (both printed and electronic) used to confirm an arrangement with a Principal.  Travel documents relating to international travel must be issued in the name of the passport holder and cannot be transferred to another person to use.  It is your responsibility to provide correct names, as per passport, at the time of booking.  Travel documents are subject to conditions and/or restrictions, including (but is not limited to) being non-changeable, non-refundable and subject to amendment/cancellation fees.  Please review your travel documentation carefully and advise us as soon as possible of any name, date or timing errors.  Your consultant will advise you when you will receive your documents prior to your travel commencing.


FLIGHT PREPARATION AND BAGGAGE

We recommend contacting the airline to confirm your scheduled departure time 24 hours prior to your flight.

Please note that carry on baggage is subject to regulations on the carriage of certain items.  We recommend you check with the relevant authorities prior to departure.  Airlines now offer a variety of baggage allowances to suit your travel plans, your frequent flyer status and your cabin class.  Some domestic fares do not provide checked baggage.  We recommend that you check your e-ticket or the airline’s website prior to your travel to confirm your baggage allowance.  If you require a certain allowance, please advise your consultant at the time of booking. 

For international flights, we recommend arriving at the airport at least three hours prior to your scheduled departure time.  For domestic Qantas and Virgin flights within Australia, we recommend arriving at the airport at least an hour prior to your scheduled departure time.  For all other carriers, we recommend checking your documentation or contacting the airline for more information.  Airlines may refuse check-in to passengers who do not arrive at the airport within sufficient time to board.  All passengers on domestic flights must present photo identification (e.g. passport or driver’s licence). 

Please advise your consultant if you have any special requirements for your travel arrangements.  These may include (but is not limited to) special meal and seating requests, room type or disability access or assistance.


FREQUENT FLYERS AND LOYALTY PROGRAMS

Please advise your consultant of any frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking.  We recommend you check your frequent flyer program (or other applicable loyalty programs) for the specific terms of your membership.  We are unable to guarantee that the Principal will credit you with points for your booking.  It is advisable that you retain all boarding passes until your points appear on your statement.


AGENCY

We act as an agent, and sell various products as an agent on behalf of the Principals, including but not limited to, transport, accommodation and other service providers, such as airlines, rail, coach and cruise line operators, as well as wholesalers.  The services we provide to you are collateral to that agency relationship.  With your express authority for us to do so, our obligation is to make travel bookings on your behalf, arranging relevant contracts between you and the Principals.  We exercise due care when selecting reputable service providers, however, we are not a provider or travel services, therefore we have no control over, or liability for, the services provided by the Principals.  All bookings are made on your behalf, subject to the terms and conditions, including conditions of carriage and limitations of liability imposed by the Principals.  We are able to provide you with copies of the relevant Principals’ terms and conditions on request.  Your legal rights in connection with the provision of travel services are against the Principals, not against us (except where the extent of a problem is caused by a fault on our part).  If for any reason (excluding fault on our part), any Principal is unable to provide the services for which you have contracted, your rights are against that provider, and not against us.  Please note, any brochures, including electronic brochures that are supplied to you by us, are brochures of the Principals’ and that all statements and representations contained in these brochures are those of the Principals, not of us.  Any liability for inaccuracies or misrepresentations contained in these brochures is against the Principals, and not against us.


LIABILITY

To the extent permitted by law, neither Travel Whizz, nor any of its related bodies corporate, directors, employees or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event that is beyond our control or that is not preventable by reasonable diligence on our part.  Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation that can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law).  This liability clause is subject to your rights under the Australian Consumer Law and nothing in these terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).


PRIVACY

We take your privacy seriously and are committed to protecting your personal information.  We will handle your personal information in accordance with our Privacy Policy, which can be found on our website, or a copy can be provided on request.  By disclosing your personal information to us, you agree that our Privacy Policy will apply to how we handle your personal information. 

We collect and use your personal information for the purposes of carrying out our business of providing travel related products and services. You will need to provide us with accurate contact details to make a travel booking.  In the process of conducting our business, we collect a range of personal information about our current and prospective customers, users, suppliers, agents, service providers, other business associates and the people who run the businesses we deal with. This information can include such things as name, postal address, email address, phone numbers, date of birth, credit card number details, travel details (e.g. flight, hotel, insurance and car hire), travel preferences (e.g. seat selection, meals, favourite destinations) and details about your participation in loyalty or rewards programs and applicable membership numbers.  In certain circumstances, such recipients may include overseas travel service providers.  These service providers will in most cases receive your personal information in the country in which they will provide the services to you or in which their business is based.  Where we disclose your personal information to any person, including overseas recipients, you agree that we will not be required to ensure that person’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information.  Where used above, the term “disclose” includes transfer, share, send, or otherwise make available or accessible to another person or entity.