The following general terms and conditions apply, however regional circumstances and regulations, contractual obligations to suppliers, and matters relating to location, product type and supply logistics may cause these to be varied slightly for specific products, or specific destinations. These amendments and alterations are shown in the Terms And Conditions sections of each web site, and should be read in conjunction with the Terms And Conditions shown below.
Quotes, Rates and Price Variations: Our quotation system accesses both live pricing and static pricing depending upon the supplier. It is not uncommon for suppliers (e.g. Airlines and Hotels) to sell out, alter or withdraw prices including advertised special rates. If prices, rates or inclusions vary from your quotation or from an advertised price, we will advise you of any change prior to your booking request and any transaction being processed. If you do not wish to proceed with the booking at the new price, you may cancel the booking request at no cost to you. Once your booking has been confirmed and payment received, any new specials released cannot be applied to existing bookings. Prior to full and final payment being received, we reserve the right to vary prices and rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes or any other reason, you are required to pay the increase when notified by us or you may cancel the booking. We are not liable in any way if any increase occurs due to exchange rate fluctuations, taxes or supplier notifications. Rates quoted are appropriate to the particular product at the time of quoting and these rates may change prior to the travel date. All prices are subject to availability and can be withdrawn or varied without notice.
Bookings - Deposits & Final Payments: Bookings travelling more than 45 days out will have the option to pay in full or to pay a non-refundable deposit based on the supplier's terms at the time of confirmation with the balance owing payable 45 days prior to travel (the "due date"). The amount will vary per booking depending on the supplier's requirements. A Service Fee applies for choosing the "Pay a Deposit" option. Prior to the due date, the balance owing may be paid by one of our payment options. Final Payments paid using Credit Card or PayPal will be subject to Merchant Fees. In some cases, our suppliers require payment more than 45 days prior to travel. If this is the case you will be notified at time of booking. We will email you a final payment reminder. Travel vouchers and booking confirmations cannot be issued until final payment is received. If you fail to pay by the due date we reserve the right to automatically charge the credit card provided to complete the final payment. Any booking not paid in full by the due date is subject to automatic cancellation without further notification. Any deposit paid will be forfeited or, at your request, it may be used as a payment towards an alternative booking. Deposit conditions for certain accommodation and tour products may vary and we will advise you of these conditions and request your consent prior to proceeding with the booking. Bookings over Christmas and New Year's (Festive Season) may require a non-refundable deposit of between AU$300 & AU$500, and final payment 60 days prior, as this it non refundable under any circumstances. We highly recommend you purchase travel insurance.
Bookings made less than 45 days prior to travel: Bookings made within 45 days of travel are payable in full by credit card or PayPal only.
Airline Bookings: Airlines are instant purchase and Airlines require full payment upfront by credit card or PayPal only. We are unable to accept direct deposits for airline purchases.
PayPal: Payments using PayPal will attract a PayPal Merchant Fee of 1.10%.
Credit Card: Payments using Credit Card will attract a Card Merchant Fee of 1.37%. Credit Card Merchant Fees are non-refundable as they are a service charge from the provider.
BPay: BPay is only available for final payments. There are no additional BPay fees associated with this form of payment for payment. You can pay using your credit card through BPay fee free, you will need to log into your internet banking to make this payment.
Merchant Fees: These are fees charged by Credit Card Companies and PayPal to process payments.
Service Fee for "Pay a Deposit" option: A service fee of 1.95% applies when you choose to Pay a Deposit and the balance at a later date. The fee applies to the remaining balance due on the due date.
Direct Deposit: There are no additional fees associated with this form of payment. Direct Deposits must be made 48 hours prior to the due date to ensure funds are received in time, and must have your booking reference (TOCS number) noted in the payment.
Payment Processing Terms & Conditions: By providing your credit card details and accepting our Terms & Conditions, you authorise Travel Online to arrange for funds to be debited from your nominated credit card, in accordance with the terms & conditions of the Direct Debit Request Service Agreement (DDRSA) as amended from time to time.
Your bank or credit card provider may apply currency conversion fees. Credit Cards are required to secure bookings if you are travelling within 14 days.
Standard Cancellation Policy:
Cancellations must be in writing and should be addressed to the consultant handling the booking.
If a credit has been approved it is valid for 6 months from the date the cancellation was made. Credits are not redeemable for a cash refund.
Flight Cancellation Policy:
Special Cancellation Conditions: Certain accommodation and tour products will apply additional cancellation charges. These cancellation conditions and costs are located under the pricing on the individual pages and will be clearly advised to you in writing at time of booking.
Amendment Fees and Booking Amendments: Any amendments made to confirmed bookings will incur amendment fees. Flight amendments are charged at the rate of $50 per person and accommodation amendments are charged at the rate of $175 per booking. The fees are charged per amendment. This is in addition to any fees that may be levied by the supplier or airline. Bookings that have been previously amended within 45 days of travel remain non-cancelable and non-refundable in all circumstances regardless of amended date of travel.
Late Booking Fees: A late booking fee of AU$50.00 can be charged if booking is made within 72 hours prior to departure. This depends on the amount of administration work involved, and if applicable, you will be notified at time of reservation request from you or your agent.
Credit Card Chargeback Fees: Any fees charged to TravelOnline by our credit card payment provider arising from a chargeback or a disputed charge on the cardholder's credit card will be charged to the cardholder. This fee is non-refundable.
Change Of Itinerary After Holiday Has Commenced: Any alteration or cancellation of services after your holiday has commenced can incur penalties. There is no refund for unused services.
Refunds: All refund requests must be in writing, and made direct to us or through the Agent from whom the travel arrangements were purchased. Claims must be made within 10 days of completion of travel arrangements. Refunds will not be made for bookings cancelled due to inclement weather or illness. These must be claimed through your travel Insurance. A AU$50 per person processing fee applies to all approved refunds. No refunds will be made for services once travel arrangements have commenced. No guarantee is provided or warranted that any refund will be available.
Reporting of Incidents: Any abnormal incidents including injuries, service problems, cancellation of a service or dissatisfaction must be reported to Travel Online during the event to allow us an opportunity to rectify the situation or provide assistance.
Validity of Rates: Prices are valid for the dates indicated.
Currency: All rates are quoted in Australian Dollars, or as otherwise indicated.
Children's Rates: Child costs are based on sharing a room with adults and using existing bedding . Cost for additional bedding and rollaways are available on request.
Payment Options: Travel Online accepts Credit Card, PayPal, BPay, Direct Deposit as forms of payment. Please visit our payment options page for more details.
Travel Insurance: It is extremely important that you take out Travel Insurance. It is ESSENTIAL that this insurance covers you for involuntary cancellation of your holiday including airfare(s). For information on the policy sold by Travel Online please visit our Travel Insurance page and make yourself familiar with the Combined Product Disclosure Statement, Policy Wording and Financial Services Guide prior to purchasing the policy. At the time of entering your credit card details on the booking form you are agreeing that you have read both the Travel Online & Insurance Terms & Conditions.
Full amount is due at time of booking and policy issued within 5 working days of payment being received. Credit card and direct deposit accepted. NOTE: Dates of birth are required to issue insurance. Until dates of birth are known we cannot issue the policy as mandatory requirement. Cover only commences when paid in full and policy issued.
Accommodation: Accommodation is as specified in the accommodation section of our web sites. All costs are shown in Australian dollars, unless otherwise stated. We reserve the right to offer alternative accommodation of a similar standard in the case the accommodation operator overbooks their property or for any reason beyond our control. All rates are subject to change without notice. Not all properties provide instant availability and in these cases TravelOnline checks availability once we receive the booking request.
Flights: Airfares show instant availability and fares at the time of quoting however we will not proceed with booking flights until your accommodation is confirmed. This is to avoid strict fees charged by airlines for flight amendments. This may result in fare and/or availability changes. Some Airlines may charge additional fees and charges for seat selection, meals and entertainment. These fees are charged by the Airline and not TravelOnline and are subject to the Airline's Terms and Conditions. Your consultant will advise you of these fees and charges as requested.
Check In / Check Out Times: These vary according to operator. Generally your accommodation check in is 2pm and check out 10am. Please note that most properties will require a credit card authorisation on check-in and may need to see photo identification. In the instance that you don't have a credit card usually a cash bond will be required.
Single Supplement Costs: If not shown in your selected accommodation cost, this is available on application.
Accommodation Ratings: Are based on our own inspections and some in conjunction with existing AAA (Australian Automobile Association) ratings. Our ratings are for guidance only and are not to be construed as AAA endorsement.
Group And Incentive Travel: As group and conference rates are specially contracted rates specific for that particular group, they have different terms and conditions to standard holidays. If you are booking a group or incentive, please ensure that these conditions are explained to you.
All maps, photographs, illustrations and computer based graphics are included for general purposes only and are not always indicative of the subject matter. Hotel room photographs (graphics) may not be specific to the actual room occupied. Maps are not to scale.
Quotations: All quotations are subject to availability of services quoted and are not guaranteed until the booking is confirmed and deposit received. Quotes are valid for 48 hours from issue date.
Prices DO Include: Accommodation, transfers, tours, car hire, government taxes and any other inclusions as specified in writing on the relevant web pages for each suppliers product.
Prices DO NOT Include: Any costs incurred en route to and from the destination, meals (unless specified), alcoholic beverages, telephone calls, items of a personal nature, and personal services not specified as being included in costs on the relevant web pages for each suppliers product. Rates do not include Marine Park taxes, as this must be paid direct to the operators.
The copyright on all original/custom artwork, maps, navigation elements, presentation methods and design elements included in our web sites is held exclusively by Travel Online. Copyright on all descriptive text is held by Travel Online. Copyright on selected photographic images is also held by Travel Online.
Photographic images are reproduced with the permission of Travel Online and the product and/or service providers represented on the web site, or as shown where necessary to satisfy the copyright obligations associated with their electronic reproduction.
Where joint copyright is held over proprietary text or images, Travel Online reserves the right to pursue all copyright infringements on behalf of the primary copyright holder. Where the copyright for a photographic image is held exclusively by a third party under licence, Travel Online reserves the right to vigorously protect the copyright of those images on behalf of the third party.
All HTML files used in Travel Online web sites are declared to be proprietary software product developed for use by Travel Online only, and as such are subject to international intellectual property conventions.
All custom graphics used are declared to be works of art created for use by Travel Online only, and as such are subject to international intellectual property conventions. Image files, HTML documents, and text files are not to be relocated to another server, or duplicated for commercial purposes without the express written permission of Travel Online.
Travel Online, trading under its subsidiary business names, is a member of various Australian Regional Tourism Authorities, and as such exercises the right to reproduce images made available by these various organisations to their members for the purpose of generic and/or specific tourism promotion.
Please contact us if you have any further queries about our security, privacy or data handling procedures.
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program. However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the Australian federation of Travel Agents (AFTA), for external review under their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website www.atas.com.au
ATAS is an industry accreditation scheme that sets the benchmark of quality for the travel industry. ATAS is also responsible for monitoring our compliance with the ATAS Code of Conduct (the code) and assisting in the resolution of complaints. The Code sets the standards of good practice that ATAS participants must follow when dealing with their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website www.atas.com.au AFTA Travel Accreditation Scheme (ATAS) Should you wish to speak to ATAS about your complaint you can contact them in the following ways:
