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ENTIRE TRAVEL GROUP - booking CONDITIONS

For all new bookings from 1 November 2020

These Booking Conditions set out the terms on which you contract with us for the arrangement and coordination of travel arrangements for your trip. By making a booking with us, you acknowledge that you have read, understood and 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 51 328 832 827).

We act as agent for the principal suppliers of some of the travel arrangements we sell. 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. We will advise you prior to confirming your booking if we are acting as agent and we will confirm the details of the principal supplier. Our responsibility to you where we sell travel arrangements as agent for the supplier is specified in the ‘Responsibility’ section below.

BOOKINGS

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.

SERVICES

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. 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.

PRICE SURCHARGES

We reserve the right to surcharge the cost of your booked travel arrangements prior to commencement for circumstances beyond our control such as currency devaluation, fuel or air fare surcharges, or the imposition of new or amended Government charges.

CATEGORIES OF BOOKINGS

We have 3 booking categories which adopt varying booking conditions with respect to deposits, payment, charges and credits.

  1. Peace of Mind Booking Plan

A wide selection of packages on our website include a Peace of Mind Booking Plan. Look for the logo on our website and visit the Peace of Mind page for further details.

Our Peace of Mind Booking Plan has an optional Entire Safe feature that provides greater flexibility.

  1. Packages without Peace of Mind Booking Plan

Our objective is to offer packages with our Peace of Mind Booking Plan. However, that is not always possible, so this category covers packages offered on our website that we are unable to include the Peace of Mind Booking Plan. The main reason is due to booking  conditions, as specified by the supplier, of the product or service offered on that package.

  1. Custom Itineraries

We understand you may have specific travel requirements that are not offered in the packages on our website. Our team of professional travel consultants are available to create custom itineraries for you.

BOOKING TYPE 1 - PEACE OF MIND BOOKING PLAN

DEPOSIT

Under our Peace of Mind Booking Plan a deposit of $100 per person is required within 7 days (unless otherwise stated) of invoice. We may also require additional deposit amounts on specific products (e.g. Cruises). Our team will advise the specific deposit requirements at the time of invoice.

Please note that we may not confirm any services for you until we receive payment of your deposit, meaning that services may become unavailable or prices may increase, in which case you will be responsible for paying the increased price, and we will not be responsible if services become unavailable. Bookings for which the deposit is not received by the due date are subject to cancellation without notice. If we are unable to confirm the requested arrangements the deposit will be fully refundable.

INSTALMENTS, ENTIRE SAFE AND FINAL PAYMENT

Payment of the balance of the value of your booking must be paid as follows:

  • Flexible Installment - 20% of the booking amount is payable 22 days following receipt of your deposit.
  • Entire Safe - an optional $100 per person is required in addition to the Flexible Installment and is payable 22 days following receipt of your deposit.
  • Final Payment - the remaining balance is payable 59 days prior to the commencement of your travel arrangements.

Payment must be received by us no later than 7 days following these dates. Earlier payments can be arranged. If the Entire Safe option is not taken at the specified time the opportunity is forfeited on the booking from this point forward. If we do not receive payment by the deadline then you will be deemed to have cancelled your booking and you acknowledge that you will not be entitled to any refund.

CANCELLATIONS 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
Amount refundable
to you
Credit to be issued to you
WITHOUT ENTIRE-SAFE PLAN
Cooling Off Period Within 21 days after receipt
of your deposit.
100% refund of
deposit.
Not Applicable.
Flexibility Period During the period from receipt of
your Flexible Instalment until 60
days prior to the commencement
of your travel arrangements.
No cash refund is
payable.
Receive a 100% Travel Credit*
of money paid and 18 months
flexibility to confirm and depart
on a new booking to any
destination we offer.
Committed Period During the period from receipt
of your Final Payment until 31
days prior to the commencement
of your travel arrangements.
A refund will be
processed for the
Final Payment only.
No credit will be issued.
Less than 31 days prior to the
commencement of your travel
arrangements.
No cash refund is payable
i.e. 100% cancellation fee
now applies.
No credit will be issued.
WITH ENTIRE-SAFE PLAN
Cooling Off Period Within 21 days after receipt of
your deposit.
100% refund of deposit. Not Applicable.
Flexibility Period During the period from receipt
of your Flexible Instalment until
14 days prior to the
commencement of your travel
arrangements.
No cash refund is payable. Receive a 100% Travel Credit *
of money paid and 18 months
flexibility to confirm and depart
on a new booking to any
destination we offer.
Committed Period Less than 14 days prior to the
commencement of your travel
arrangements.
No cash refund is payable
i.e. 100% cancellation
fee no applies.
No credit will be issued.
*Travel Credits issued are redeemable against future travel arrangements offered by us and confirmed and commencing within 18 months of issuance of the credit. The Travel Credit excludes any amounts paid to us for the Entire Safe Plan. Note that any travel arrangements confirmed on the redemption of a credit will be subject to the booking conditions and prices in effect at the time of confirmation. You acknowledge that and no refunds will be made (and no further credits will be issued) if you cancel any travel arrangements confirmed on the redemption of a credit. Travel Credit may only be used for one future booking and if that booking is cancelled a 100% cancellation fee will apply.

BOOKING TYPE 2 – PACKAGES WITHOUT PEACE OF MIND BOOKING PLAN

DEPOSITS

A non-refundable deposit of $500 per booking is required within 7 days of invoice. In addition, we may also require additional deposit amounts on specific products (e.g. Cruises). Our team will advise the specific deposit requirements at the time of invoice.

INSTALMENTS AND FINAL PAYMENT

Full payment is due 59 days prior to the commencement of your travel arrangements, unless otherwise specified by us at time booking on your invoice.

Payment must be received by us no later than 7 days following this date. Earlier payments can be arranged. If we do not receive payment by the deadline then you will be deemed to have cancelled your booking and you acknowledge that you will not be entitled to any refund.

CANCELLATIONS BY YOU

When cancellation notice is received by us Cancellation Fee Credit to be issued by you
During the period from receipt of your deposit
until 60 days prior to the commencement of
your travel arrangements.
Deposit only plus any fees and charges
payable to suppliers as specified at
time of booking.
No Credit will be issued.
59-31 days prior to commencement of 
your travel arrangements.
25% of the total cost or forfeiture of
deposit (whichever is greater) plus any
fees and charges payable to suppliers
as specified at time of booking.
No credit will be issued.
30 days or less prior to the commencement
of your travel arrangements.
100% of all payments received. No credit will be issued.

BOOKING TYPE 3 – CUSTOM ITINERARIES

You agree to make a pre-payment of $250 for us to prepare and quote any custom itinerary. If you confirm travel arrangements within 21 days following quotation, this pre-payment will be applied towards your booking and will be considered payment of your deposit. If you do not confirm travel arrangements within 21 days of quotation, then this pre-payment will be considered a fee for work performed by us and will not be refundable to you.

DEPOSITS

The pre-payment made is your deposit upon confirmation of your travel arrangements. In addition, we may also require additional deposit amounts on specific products (e.g. Cruises). Our team will advise the specific deposit requirements at the time of quotation.

INSTALMENTS AND FINAL PAYMENT

Payment of the balance of the value of your booking must be paid as follows:

  • Second Instalment - 20% of the booking amount is payable 22 days following confirmation of your travel arrangements; and
  • Final Payment - the remaining balance is payable 59 days prior to the commencement of your travel arrangements

Payment must be received by us no later than 7 days following these dates. Earlier payments can be arranged. If we do not receive payment by the deadline then you will be deemed to have cancelled your booking and you acknowledge that you will not be entitled to any refund.

CANCELLATIONS BY YOU

When cancellation notice is received by us Cancellation Fee Credit to be issued by you
Within 21 days after receipt of your deposit. Deposit only plus any fees and charges
payable to suppliers as specified at
time of booking.
No Credit will be issued.
After second instalment payment until 60
days before commencement of your travel
arrangements.
25% of the total cost or forfeiture of
deposit (whichever is greater) plus any
fees and charges payable to suppliers
as specified at time of booking.
No credit will be issued.
59-31 days prior to commencement of your
travel arrangements.
25% of the total cost or forfeiture of
deposit (whichever is greater) plus any
fees and charges payable to suppliers
as specified at time of booking.
No credit will be issued.
30 days or less prior to the commencement of
your travel arrangements.
100% of all payments receieved. 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.

ILLNESS PREVENTING TOUR COMMENCEMENT OR CONTINUATION

If due to any illness, suspected illness or failure to satisfy any required tests (such as a temperature test in relation to Covid-19):

  • 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 preparing for the delivery of your trip 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.

CANCELLATIONS BY US

Force Majeure - Prior to travel

If your travel arrangements cannot proceed due to flood, earthquake, war or civil strife, acts of terrorism, hurricane, cyclone, industrial disturbance, strike, fire, lock-out, epidemic, pandemic, failure or delays of scheduled transportation, or any law, order, decree, rule or regulation of any government authority (including quarantine requirements or government travel advisories), or for any other reason beyond our reasonable control (Force Majeure), we may elect to:

  • reschedule your travel arrangements, in which case we will issue you with a credit equal to amounts paid less an administration fee to compensate us for the work already done on the booking.
  • 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 refund payments made by you less unrecoverable third-party costs and less fair compensation for work undertaken by us up until the time of termination and in connection with the processing of any refund.

Force Majeure - During travel

If we cancel your travel arrangements after your trip has commenced due to Force Majeure, we will provide you with a refund of recoverable third-party costs only.

General

If we provide you with any alternative services or assistance where travel arrangements are cancelled due to Force Majeure, then you agree the amount to be refunded to you will be reduced by the value of these services and assistance.

If we cancel your travel arrangements for reasons beyond Force Majeure, you will be offered (at your election) a refund of all funds paid, or the offer of a trip of substantially equal or better quality if appropriate.

We will not be responsible to you for any expenses or loss you incur in connection with your booking if your travel arrangements are rescheduled or cancelled whether or not due to Force Majeure.

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 the itinerary and its inclusions, and you acknowledge our right to do this. If we become aware of a significant change to your itinerary or its inclusions prior to the commencement of your trip (where the trip can still proceed), then we will notify you within a reasonable time.

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.

UNUSED SERVICES

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 transport 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.

TRAVEL INSURANCE

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.

ACCOMMODATION

We reserve the right to substitute hotels, vessels and other forms of accommodation with properties or vessels of a comparable or higher standard.

PASSPORTS, VISAS & VACCINATIONS

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. 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. We will not be responsible for any damage, injury, death or loss of any kind arising from your failure to fully disclose relevant medical information.

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 no assessment is provided or if the assessment indicates that you will require special assistance from personnel which we cannot reasonably provide, then we may cancel your booking. We will provide you with a full of refund of payments made.

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.

We strongly suggest that your travel insurance policy includes comprehensive cancellation coverage.

DIETARY REQUIREMENTS

Special dietary requests are required to be notified to us at the time of booking. Although we will use reasonable endeavours to accommodate requests, 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.

INDEPENDENT SERVICES

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 advice or recommendation made by a guide or local representative does not make us responsible.

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 the 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.

RESPONSIBILITY

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) 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 or any of their personnel or suppliers.

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.

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.

While we endeavour to meet scheduled arrival and departure times, we cannot guarantee this. We will not be responsible for any loss or additional expenses you incur for any missed connections/services attributable to delays.

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 warranties into consumer contracts (“Consumer Warranties”). These Booking Conditions do not exclude or limit the application of the Consumer Warranties. Other than the Consumer Warranties, 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.

COMPLAINTS

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 immediately.

We will only consider and be responsible for claims made against us where 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, then you must make any claim in writing within 30 days from the end of your travel arrangements.

DEEMED ACCEPTANCE

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.

GENERAL

The contract between Entire Travel Group Pty Ltd (ABN 51 328 832 827) 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.

Any personal information you provide to us will be collected, stored, used, protected and shared in accordance with Australian Privacy Principles, and our Privacy Policy, which is published here https://www.entiretravel.com.au/legals/privacy-policy

Updated: 1st November 2020

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