These Booking Conditions set out the terms on which you contract with us for the arrangement and coordination
travel arrangements for your trip. By making a booking with us, you acknowledge that you have read,
agree to be bound by these Booking Conditions. We reserve the right to change these Booking Conditions at
any time prior to you making a booking request.
“You” and “Your” means all persons named in a booking (including anyone who is added or substituted later). “We”, “us”, “our” and Entire Travel Group means Entire Travel Group Pty Ltd (ABN 60 625 410 755).
A booking is accepted when we issue an invoice and you have paid your deposit. It is at this point that a contract between us and you comes into existence subject to these Booking Conditions. We reserve the right to decline any booking at our discretion. No employee of ours other than a Director or Manager has the authority to vary or omit any of these Booking Conditions or to promise any discount or refund.
We commence providing services to you as soon as we accept your booking. This includes significant work undertaken prior to travel to arrange and coordinate the delivery of your travel arrangements. You also receive the benefit of work we undertake in anticipation of bookings. The services we provide to you are limited to (a) the arrangement and coordination of your travel arrangements; and (b) the delivery of travel arrangements which we directly control.
PRICES & EXCLUSIONS
Unless otherwise specified, prices stated are in Australian Dollars ($AUD) and are current at the time of publication. The most up to date pricing is available on our website. The price is fully inclusive of all the services outlined in the published itinerary.
International and domestic airfares and airport/hotel transfers are not included unless specifically stated. Costs associated with passports, visas, vaccinations, insurance, meals (other than those stipulated), emergency evacuation costs, gratuities, city taxes (where applicable) and all items of a personal nature are not included.
In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your Booking, even if it was automatically confirmed on our website. In these circumstances we will provide you with a full refund of funds received. However, to the fullest extent permitted by law we will not be liable for any expenses or losses you incur in connection with cancellation in these circumstances.
We reserve the right to vary the price of your booked travel arrangements prior to commencement for circumstances beyond our control such as the imposition of fuel or air fare surcharges, or the imposition of new or amended Government charges.
We also reserve the right to vary the price of your travel arrangements due to currency fluctuations. However, we will not vary the price for currency fluctuations once full payment has been received by us and we will absorb the first 5% of any negative currency fluctuation.
CATEGORIES OF BOOKINGS
We have two booking categories which adopt varying booking conditions with respect to deposits, payments, charges, and travel credits.
1. Entire Travel Group Peace of Mind Booking Plan
The Entire Travel Group Peace of Mind Booking Plan applies to all Bookings, excluding where we act as an agent only (see below).
2. Where we act as an agent only
Due to the boutique nature and limited capacity of some travel experiences offered, we may act as an agent only for the principal suppliers. Where we act as agent, your contract for the delivery of travel arrangements will be with the principal supplier and will be subject to their Booking Conditions. If this is the case, we will confirm the details of the principal supplier. If a package on our website does not include our Peace of Mind Booking Plan, then it falls into this category and the Important Notes section will also confirm this to be the case. Our responsibility to you where we sell travel arrangements as agent for the supplier is specified in the ‘Responsibility’ section below.
BOOKING TYPE 1 - ENTIRE TRAVEL GROUP PEACE OF MIND BOOKING PLAN
DEPOSIT FOR WEBSITE BOOKINGS
- Website Deposit of $100 per person is required for a website booking.
- Entire Cooling-Off - we understand plans may change. The Website Deposit for a website booking is fully refundable up to 7 days from payment. Please notify us in writing before the cooling-off period elapses.
We may require additional amounts when particular services (e.g. airfares, cruise, rail) are included in the Holiday Package. Our team will advise the specific amount required and the booking conditions of these services. Please note, once paid these additional payments for these services are excluded from the Entire Cooling-Off refundable deposits.
DEPOSIT FOR CUSTOM ITINERARIES
A deposit of 25% of the value of your booking is required within 7 days of invoice. In addition, we may also require additional deposit amounts on specific services (e.g. airfares, cruise, rail). Our team will advise the specific deposit requirements at the time of quotation.
NEXT STEPS OF THE BOOKING PROCESS
All bookings are subject to availability - our team will confirm your booking with our suppliers and contact you shortly to finalise all arrangements. A full refund will be made in the unlikely event that we are unable to confirm the booking.
Website Booking - a further 25% instalment (or other as specified) of the total booking amount is required no later than 10 days following receipt of your Website Deposit. If this payment is not received the booking will be cancelled and the Website Deposit forfeited.
- Entire Change of Mind applies to a Website Booking or Custom Itineraries. Following the deposits, Change your Mind, with no change fees, right up to the Final Payment due date. You will receive a Travel Credit of all money received by us, less any unrecoverable fees and charges from suppliers. Please note, the Travel Credit may exclude money paid for Additional Services or Optional Extras (e.g. airfares, cruise, rail) that are added to the booking. An example of items that will be excluded from the Travel Credit are airfares, cruise, rail, travel insurance and non-refundable hotel rates. The below Travel Credit section outlines details on how it can be redeemed with us.
- Final Payment - Final Payment will generally range between 30-60 days from departure date, subject to the services and suppliers used in each booking. During the Book Now process on our website, the Final Payment date for each package will be indicated. The final payment due date is noted on our Invoice for Custom Itineraries. The Booking will be cancelled by us if the Final Payment is not received by the due date.
Payment deadlines must be strictly followed, and earlier payments can be arranged. If we do not receive payment by the deadlines, then you will be deemed to have cancelled your booking and you acknowledge that you will not be entitled to any refund.
CANCELLATION BY YOU
We require written notice of all cancellations, excluding where our payment deadlines are not met, and the booking is deemed to have cancelled.
The policy that will apply to cancellations notified by you (and the corresponding amount of any refund or credit to be issued to you) is outlined below:
|Period||When cancellation notice is received by us||Cancellation Fee
||Credit to be issued to you
|Cooling-Off Period||Within 7 days after receipt of your Website Deposit for a website booking.||NO cancellation Fee by Entire Travel Group. 100% refund of deposit.||Not Applicable.|
|Entire Change of Mind Period||After receipt of your deposit and before Final Payment.||NO cancellation Fee by Entire Travel Group. No cash refund is payable.||Receive a Travel Credit of all monies received by us, less any unrecoverable fees and charges from suppliers. Please refer to the below Travel Credit section for further details on how it can be redeemed with us.
After receipt of your final payment and before departure.
25% of the booking amount or forfeiture of deposit (whichever is greater) plus any unrecoverable fees and charges from suppliers.
|No credit will be issued. Balance remaining after fees and charges will be refunded.|
Travel Credits issued by us are redeemable against future travel arrangements for you (new booking).
- Departure on the new booking must be no more than 24 months from the deposit date on the original booking.
- Your travel credit is forfeited if you do not book and travel by the above applicable dates.
- Your travel credit cannot be exchanged, transferred, or redeemed for cash.
- Your travel credit is available for one new booking, it cannot be split across multiple bookings.
- The use of your travel credit on a new booking is subject to availability, updated prices, and the ability of any third-party supplier to accept the booking.
- You may travel to any destination offered by Entire Travel Group on our website.
- The new booking must be of no less value than the original booking.
- The new booking will be subject to the booking conditions in effect at the time of confirmation.
- Entire Change of Mind does not apply to the new booking. A travel credit will not be available from us if you cancel the new booking.
BOOKING TYPE 2 – TRAVEL EXPERIENCE WHERE WE ACT AS AN AGENT ONLY
WHERE WE ARE ACTING AS AGENT ONLY
Where we act as agent only, your contract for the delivery of travel arrangements will be with the principal supplier and will be subject to their Booking Conditions.
The deposits, instalments and final payment requirements vary per supplier. At time of booking, we will confirm the details of the principal supplier and the details of their specific Booking Conditions.
A non-refundable Entire Travel Group deposit of $500 per booking is required within 7 days of invoice. The deposit is non-refundable as it reflects a booking service fee and we will have provided those services if you subsequently cancel your booking. We may also require additional deposit amounts based on the supplier's Booking Conditions. Our team will advise the specific deposit requirements at the time of invoice.
INSTALMENTS AND FINAL PAYMENT
Further payments must strictly adhere to the requirements of the supplier's Booking Conditions. Earlier payments can be arranged. If we do not receive payment by any deadline then you will be deemed to have cancelled your booking and you acknowledge that you will not be entitled to a refund of your deposit and you will be subject to further cancellation charges in accordance with the supplier’s Booking Conditions.
CANCELLATIONS BY YOU
All cancellations by you are subject to the Booking Conditions of the supplier.
|When cancellation notice is received by us||Cancellation Fee||Credit to be issued by you|
|At anytime||$500 non-refundable deposit plus any fees and charges payable to suppliers as per their booking conditions.||No Credit will be issued.|
GENERAL CANCELLATION FEE ACKNOWLEDGMENT
You agree that our cancellation policies (and associated fees and charges) are reasonable, required to protect our legitimate business interests and any cancellation charges and fees imposed represent a genuine pre-estimate of our loss.
CREDIT CARD PAYMENTS
The credit card transaction is processed using a secure online payment gateway. The details entered are fully encrypted and processed securely through an outside PCI compliant system. Card data is not stored by Entire Travel Group.
In order to use our payment gateway, you must be over 18 years of age and be the owner of, or acting with the authorisation of, the card holder. We do not accept payment by virtual or temporary credit or temporary credit or debit cards.
The payment processing fees are listed on your invoice cover letter and on our website payment portal prior to finalising your payment. These charges reflect the costs we incur to process payments by card. These values are subject to change without notice.
Should a refund be processed for any reason for a booking paid for with a credit card, the associated payment processing fee is non-refundable.
You are responsible for ensuring that the entity issuing your credit card will fulfil payments authorised by you. If the payment is not received from the card issuer for any reason, you agree to pay us all amounts due immediately on demand.
Entire Travel Group recommends the card holder has 3D Secure (3DS) activated on their card, which adds an extra layer of security to online credit card payments. Entire Travel Group is not liable for any fraudulent use of the credit card.
3D Secure is activated by default when your card details are entered into our payment gateway. This means that before a transaction is started, the credit card will be checked for support of the 3D Secure protocol. If so, additional online identification will take place, usually an extra code or password, to confirm the credit card payment.
Direct Client Bookings – the card holder name should match a name on the booking held with Entire Travel Group. If the cardholder is not a traveller on the booking, it is the traveller’s responsibility to obtain written authorisation for the use of the credit card for the specific purpose of booking this package. You must be able to provide Entire Travel Group with the card holder’s clear written authorisation if requested in the event of a disputed payment.
Travel Agent Bookings – payment by store credit card is accepted. Should you use a customer card on our payment portal, for any reason, you agree that you have obtained written authorisation from the card holder to use their card details on our payment gateway. You must be able to provide Entire Travel Group with the card holder's clear written authorisation if requested in the event of a disputed payment.
ILLNESS OR VACCINATION STATUS PREVENTING TRAVEL
If due to any illness, suspected illness or failure to satisfy any required tests (such as a temperature test in relation to Covid-19) or vaccination requirements:
- an airline or other common carrier refuses you carriage;
- a hotel or vessel refuses to accommodate you; or
- we or our suppliers (acting reasonably) exclude you from the trip
and you are consequently prevented from commencing or continuing your trip, then:
- if you have already commenced your trip, we will provide you with reasonable assistance to arrange alternative travel arrangements or to continue the trip. This will be at your cost.
- if you have not commenced your trip then we regret we will not be able to provide such assistance.
We will not be liable to refund the cost of your trip (or any part of it) because we would have already paid (or committed to pay) suppliers and we would have already performed significant work coordinating the delivery of your trip, committing to supplier and servicing your booking.
We will not be responsible to you for any loss or expenses incurred in connection with your booking (for example, airfares and visa expenses) if you are prevented from commencing or continuing your trip in these circumstances. We strongly suggest you take out comprehensive travel insurance as soon as you have paid your deposit.
In these Booking Conditions, the term Force Majeure means an event or events beyond our control and which we could not have reasonably prevented, and includes but is not limited to: (a) natural disasters (including not limited to flooding, fire, earthquake, landslide, volcanic eruption), adverse weather conditions (including hurricane or cyclone), high or low water levels; (b) war, armed conflict, industrial dispute, civil strife, terrorist activity or the threat of such acts; (c) epidemic, pandemic; (d) any new or change in law, order, decree, rule or regulation of any government authority (including travel and restrictions). The term Government Restrictions means any of those things listed in (d) of the definition of Force Majeure.
Force Majeure - Prior to travel
If: (a) in our reasonable opinion we (either directly or through our employees, contractors, suppliers or agents) determine that your travel arrangements cannot safely, lawfully or reasonably proceed due to a Force Majeure event; or (b) you give us notice no more than 14 days prior to commencement of your travel arrangements that you cannot reasonably make use of them due to Government Restrictions, then we may:
- reschedule your travel arrangements, but only if you are agreeable to the rescheduled arrangements; or
- cancel your travel arrangements, in which case our contract with you will terminate.
If we cancel your travel arrangements, neither of us will have any claim for damages against the other. However, we will issue you with a credit note equal to payments received by us for the cancelled travel arrangements. Please note that our ability to issue you with a credit note may be dependent on our suppliers issuing corresponding credits to us. We cannot guarantee that our suppliers will issue corresponding credits. In such circumstances we will pay you a cash refund of payments received by us for the cancelled travel arrangements less: (a) unrecoverable third-party costs and other expenses that remain payable by us for the cancelled travel arrangements; (b) overhead charges incurred by us relative to the price of the cancelled travel arrangements; and (c) fair compensation for work undertaken by us in relation to the cancelled travel arrangements until the time of cancellation and in connection with the processing of any refund.
If we cancel your travel arrangements for reasons other than Force Majeure, you will be offered (at your election) a refund of all funds paid, or the offer of a trip of substantially equal quality if appropriate.
AMENDMENTS BY YOU
We will endeavour to accommodate amendments and additional requests. You acknowledge that these may not be possible to fulfil, and for group departures a transfer of a booking to a different departure is deemed a cancellation. An amendment fee of $75 will be levied to cover communication and administration costs for any changes to bookings. You will also be required to pay any additional costs charged by suppliers.
AMENDMENTS BY US
Prior to travel
Occasionally, we may need to make amendments or modifications to certain travel arrangements, and you acknowledge our right to do this. Most will be insignificant. If we become aware of a significant change to particular arrangements prior to the commencement of your trip, then we will notify you within a reasonable time and you may elect to:
- proceed with the affected arrangements – if in our reasonable opinion the changes result in a reduction in the value of services, then we will refund you an amount attributable to the reduction determined by us acting reasonably; or
- cancel the affected arrangements in which case we will refund you all payments received by us at that time for the affected arrangements.
If you do not make an election in writing within 7 days of us notifying you of the significant change, then you will be deemed to have elected to proceed with the affected arrangements.During travel
You acknowledge that the itinerary, modes of transport, accommodation and/or the trip’s inclusions may need to change during your trip due to local circumstances beyond our reasonable control, including road conditions, poor weather, changes in transport schedules, and/or vehicle breakdowns.General
To the fullest extent permitted by law, we will not be responsible for any omissions or modifications to the itinerary or the inclusions due to Force Majeure or other circumstances beyond or control happening after we have accepted your booking. This includes any loss of enjoyment or distress caused by omissions or modifications.
If you are entitled to any compensation for any modifications or omissions, then you agree it will be reduced by the value of any alternative services we provide which you accept.
We will not be responsible to you for any expenses or loss you incur in connection with your booking resulting from any amendment or change to the itinerary or its inclusions. resulting from an event of Force Majeure.
No refunds will be made for of any travel arrangements not utilised, whether by choice or because of late arrival or early departure. This includes the failure of common carriers to operate according to schedule, which we disclaim responsibility for.
CLIENT NAMES – EXACTLY AS PER PASSPORT
For security reasons, airlines and our overseas suppliers require names to be given exactly as stated in your passport. If you do not advise the correct information and we have to re-issue airline tickets or other documentation, then you will be responsible for any fees charged (such as airline cancellation charges or re-issue fees) in addition to our own reasonable administration fees.
We strongly encourage that you are adequately insured for the duration of your trip. We recommend comprehensive travel insurance to cover cancellation, medical requirements, luggage and additional expenses. The choice of insurer is yours. We strongly suggest you purchase insurance at the time you pay your deposit. This is because cancellation fees and charges are payable from that time.
Should we issue a travel insurance letter to support a pre-departure travel insurance claim, the issue of any such letter immediately determines the booking to be cancelled and your contract with us is terminated. In this case any credits that may possibly be applicable on the booking are forfeited.
You agree not to hold us responsible for any decision of insurers, or the requirements of any foreign government, authority, foreign law or policy.
We reserve the right to substitute hotels, vessels, and other forms of accommodation with properties or vessels of a comparable or higher standard.
It is a requirement that you hold a valid passport and any required visas for your trip. It is your responsibility to ensure that you are in possession of the necessary documentation to comply with the laws and regulations of the countries to be visited.
We strongly encourage you to be fully vaccinated against Covid-19 with a vaccine approved by the Therapeutic Goods Administration. This is so health risks for yourself and others you encounter can be mitigated. If you choose to travel without being fully vaccinated, then you do so accepting the implicit risks to your health and you agree to provide us with waivers and releases as we may require.
It is your responsibility to obtain vaccinations and preventative medicines as may be required for the duration of the trip. Any information provided by us is given in good faith.
HEALTH & FITNESS
It is your responsibility to ensure that you have a suitable level of health and fitness to undertake the trip of your choice. If you have doubts about your ability to undertake the trip, please contact us to discuss your circumstances prior to making a booking request.
If you suffer from a medical condition which may reasonably be expected to increase your risk of needing medical attention, or which may affect the normal conduct of the trip, then you must advise us at the time you make your booking request.
We may request you to provide an assessment of your medical condition from a qualified medical practitioner. If the assessment indicates that you will require special assistance from personnel which we cannot reasonably provide, then we may cancel your booking. Provided you notified us of your medical condition at the time you made your booking request, we will provide you with a full of refund of payments made. If you fail to notify us at that time or if you fail to provide a medical assessment within a reasonable time of our request, then this will be considered a cancellation by you.
We reserve the right to cancel your booking if any changed or non-disclosed medical conditions mean that you will require special assistance which we cannot reasonably provide. This will be considered a cancellation by you and standard cancellation fees (as set out above will apply.
We strongly suggest that your travel insurance policy includes comprehensive cancellation coverage and that you take out the policy as soon as you have paid your deposit.
Special dietary requests are required to be notified to us at the time of booking We will endeavour to communicate your requirements to relevant suppliers. However, we cannot guarantee requests will be met by suppliers. It is your responsibility to check that meals and beverages do not contain any allergens. We expressly disclaim any liability for meals or beverages that contain allergens other than in circumstances where we have been negligent.
We are not responsible for any additional activities or excursions which are not included in the booked itinerary or which we sell as agent for the principal operator. Any recommendation given by us, a guide or local representative is made in good-faith, based on known information, and does not make us responsible for the acts or omissions of the principal operator of the excursion or activity.
ACCEPTANCE OF RISK
You acknowledge that travel involves personal risks which may be greater than those present in your everyday life. This could be as a result of the adventurous nature of your trip or from visiting of destinations which present geographical, political or cultural risks and dangers.
You should consult guidance issued by the Department of Foreign Affairs and Trade (DFAT) applicable to the destinations within your itinerary. You acknowledge that your choice to travel is made having had the benefit of DFAT guidance, and you accept any additional personal risks associated with your travel. To the fullest extent permitted by law, we disclaim any liability for these risks.
You acknowledge that you are travelling at a time when Covid-19 is endemic and that Covid-19 presents risks to your health and may cause death. By making a booking request, you accept all risks associated with Covid-19 infection during travel and you release us (and our directors, officers, employees and suppliers) from liability in connection with Covid-19 infection.
Where we sell travel arrangements as agent
We will tell you if we are selling travel arrangements as agent. Where we sell travel arrangements as agent, you agree that our responsibility to you is limited to arranging for you to contract with the principal supplier of the travel arrangements. You agree that you will be subject to the principal supplier’s Booking Conditions, and that any claim in connection with the supply (or failure to supply) those travel arrangements must be made directly against the principal supplier. We will in no way be responsible for the actions or failures of the principal supplier or any person engaged by them.Where we sell travel arrangements as principal Services supplied by independent suppliers
Where a third party over whom we have no direct control (Independent Supplier) is the supplier of travel arrangements that form part of your trip, you acknowledge that our obligations to you are limited to taking reasonable steps to select a reputable Independent Supplier and arranging for them to provide those travel arrangements to you. Independent Suppliers over whom we have no direct control include but are not limited to airlines, railway and cruise operators, hoteliers, independent transport companies (i.e., vehicles not operated by us), attraction and venue operators and common carriers.
To the fullest extent permitted by law, we will not be responsible to you for any loss, damage, personal injury or delay attributable to the actions or omissions of an Independent Supplier and not caused by our negligence. Any claims you have in this regard must be made against the Independent Supplier. You acknowledge that the Independent Supplier’s liability to you may be limited by their own terms and conditions.
Services we directly supply
To the extent only that we are the principal supplier to you of travel arrangements or other services which we control, then we will provide those travel arrangements and services with reasonable skill and care.
We will only be responsible for our employees in the course of their employment, and for our agents and suppliers (where we are not the supplier’s agent or where the supplier is not an Independent Supplier) if they were carrying out the work we had asked them to do.
If we supply any recreational services to you, then to the maximum extent permitted by law we exclude any liability for death, physical injury or mental injury or any other liability referred to in section 139A(3) of the Competition and Consumer Act 2010 (Cth) resulting from our failure to comply with a guarantee that applies under Subdivision B of Division 1 of Part 3-2 of the Australian Consumer Law.
This exclusion does not apply to significant personal injury caused by our reckless conduct.
Recreational services means services that consist of participation in the activities referred to in Section 139A of the Competition and Consumer Act 2010 (Cth), being participation in:
(a) a sporting activity or similar leisure time pursuit; or
(b) any other activity that:
(i) involves a significant degree of physical exertion or physical risk; and
(ii) is undertaken for the purposes of recreation, enjoyment or leisure.General liability limitation
We will not be responsible for any loss, damage, claim or expense caused by the acts or omissions of yourself, of any other third party not connected with the provision of the travel arrangements or services, or due to an event of Force Majeure.
We will not be responsible for any loss or additional expenses you incur for any missed connections/services attributable to delays outside of our control.
You acknowledge that travel arrangements or services which comply with local laws and regulations will be deemed to have been properly performed, even if this would not be considered the case in Australia.
Australian Consumer Law and corresponding legislation in State jurisdictions in certain circumstances imply mandatory conditions and guarantees into consumer contracts (“Consumer Guarantees”). These Booking Conditions do not exclude or limit the application of the Consumer Guarantees. Other than the Consumer Guarantees, we disclaim all warranties.
To the fullest extent permitted by law, our maximum liability to you under these Booking Conditions, in tort (including negligence) or at law is limited to arranging for the travel arrangements to be resupplied or payment of the cost of having the travel arrangements resupplied.
In the event of a problem with any aspect of your travel arrangements you must tell us or make our representative or our local supplier aware of such problems as soon as possible. This is so we or our suppliers have had the opportunity to put things right on the ground
If you notify us of a problem during travel and we haven’t resolved it to your satisfaction, please follow this up in writing within 30 days from the end of your travel arrangements.
This is so we have the opportunity to pursue the claim with our own suppliers (if relevant). If you fail to follow this procedure, this may limit your rights to make a claim.
If you place a booking on behalf of another party, you represent and warrant us that you are duly authorised to provide the agreement and consent of the other party to be bound by these Booking Conditions. You agree that you will be responsible for any loss or damage we incur if this is not the case.
The contract between Entire Travel Group Pty Ltd (ABN 60 625 410 755) and you are governed by the laws of the State of New South Wales. Any disputes shall be dealt with by a court with the appropriate jurisdiction in New South Wales.
Please note that we may receive commissions or other financial incentives in connection with the travel related services we sell that are supplied by third parties.
If any provision of these Booking Conditions is found to be unenforceable, then to the extent possible it will be severed without affecting the remaining provisions.
Updated: 1 November 2023