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Booking Terms and Conditions

Booking Terms & Conditions

Please read the terms and conditions carefully. Any purchase made through Exodus Travel Agency Pty. Ltd. is subject to automatic direct acceptance of these terms and conditions. If you are unsure about any part of terms and conditions please contact our office prior to making any bookings.

These terms and conditions apply to all the bookings made through Exodus Travel Agency ABN 29 005 383 139 whether it is in our office, online, over phone or by email.

  1. References to “us”, “we” and/or “our” in these Booking & Advisory Services Terms and Conditions means Exodus Travel Agency Pty Ltd .
  2. We are a travel agent. We arrange travel services and sell a Travel Product on behalf of Third Party Travel Providers (Providers) including airlines, tour and cruise operators, car hirers and accommodation providers. We charge a service fee for providing this service.
  3. Once we have booked a Travel Product on your behalf, your contract is then with the Provider of those services.
  4. Your rights to amend or cancel your Travel Booking and the cost of doing so will be governed by the Provider’s terms and conditions. The Provider’s terms and conditions may be non-refundable or may have amendment and cancellation fees. It is important that you understand this when entering into a contract with us. These fees are in addition to amendment and cancellation fees charged by us, outlined in respective paragraphs.

Agency

We provide you with Booking & Advisory Services that allow you to acquire Travel Products from a Provider. We act as agent for the Provider.

By acquiring Booking & Advisory Services from us, you agree that you have read and understood our terms and conditions and the terms and conditions of the Providers.

Liability of Agency and Limitations of Liability 

We are liable to you for providing Booking & Advisory Services in accordance with these terms and conditions.

Our travel Booking & Advisory Services come with guarantees under the Australian Consumer Law which cannot be excluded. These guarantees include that the services:

  1. will be provided with due care and skill;
  2. will be reasonably fit for the specified purpose;
  3. can reasonably be expected to achieve the desired result; and
  4. will be provided within a reasonable time.

If we do not meet any of the expectations set out, you have rights under the Australian Consumer Law.

Subject to the Australian Consumer Law, we are not liable for any technical errors, corruption of any data, unauthorised access to your personal data, inaccuracies in information supplied by you or third parties, or failure to complete bookings when that failure is due to circumstances beyond our control.

Subject to the application of consumer guarantees which may be implied into the supply of Booking & Advisory Services to you, we are not otherwise liable to you or anyone else for any loss or damage which is suffered directly or indirectly in connection with the:

  1. the delivery or non-delivery of the Travel Product; or
  2. any act or omission of Providers or other third parties.

Apart from the rights you have under the Trade Practices Act that cannot be lawfully excluded, we shall not be liable for any inconvenience, delay, loss, death, injury or damage to you or your belongings or otherwise caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party suppliers, force majeure or any other event which is beyond our control.

Nothing in these terms and conditions is intended to exclude or restrict the application of consumer guarantees under consumer protection law.

Liability of the Provider 

Once you have acquired Booking & Advisory Services from us, the Provider will provide you with the Travel Product on the terms and conditions agreed between you and the Provider. You should obtain and read the Provider’s terms and conditions before acquiring Booking & Advisory Services from us.

The Provider is liable to you for a breach of obligations in providing you with the Travel Product.

As an agent of the Provider, we have no control over or liability for, the services provided by Providers. We cannot guarantee the performance of the Provider and we have no liability in respect of the supply of any Travel Products including any liability in contract, tort or otherwise, for any injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by any provider of travel services or products by Providers. All bookings with us are subject to the terms and conditions and limitations of liability imposed by the Provider.

Fees and Commissions

We charge a fee for providing the Booking & Advisory Services to you. The fee is non-refundable, even if the Travel Product is not used.  

Fees are outlined in the Schedule of Professional Service Fees.  

We may receive a commission, fee, rebate, gift or financial incentives from Providers, in respect of your booking. Any commission, gift, fee, rebate and/or financial incentive received by us from Providers in relation to your booking is non-refundable in the event of cancellation.

Prices

All prices are subject to availability and can be withdrawn or varied by the service provider without notice. The price is only guaranteed when paid in full. Please note that all prices quotes are subject to change. Price changes may occur due to reasons beyond our control which will result in the increase in cost of the product or service. These factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. Please contact us for up to date prices.

Cancellation and Refunds

Booking cancellations will incur supplier fees and charges. These charges can be up to 100% of the cost of booking, regardless of whether travel has commenced. Please read the terms & conditions carefully including fare rules to check whether the fare is refundable, as not all fares can be refunded. Fees will apply to all refundable tickets. The Exodus Travel fees charged for any cancellations and refunds are mentioned in the Schedule of Professional Service Fees section. The Exodus Travel fees are over and above the fees and charges applied by the supplier plus any airline and/or supplier service cancellation fees. This will vary depending on the airfare, accomodation and holiday package you have booked. For some fares no refund is available, so check your specific fare rules carefully.

Infant tickets are always non-refundable. Refunds will only be paid to you once we have received the funds back from the supplier(s). Generally flight tickets cannot be refunded if they are partially used. This is beyond the control of Exodus Travel Agency. If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.

Refunds take approximately 8 weeks or more to process. Where we incur any liability for a cancellation fee for any booking, which you cancel, you agree to indemnify us for the amount of that fee or charge. Cancellation or refund will only be processed if you have sent the request in writing.

No refund for bookings cancelled from 72 hours of first flight departure or no show on itinerary.

If you amend or cancel your Travel Product, we reserve the right to charge the cancellation and amendment fees included in the price at the time of quotation.

The Provider may charge cancellation and amendment fees in accordance with the terms and conditions agreed between you and the Provider. These will be in addition to the fees charged by us. We are not liable for any cancellation fees or refusals to refund made by the Provider.

Many Providers treat name changes and route and/or itinerary alterations as a full cancellation and these can incur full cancellation charges.

We will not charge a cancellation or amendment fee if you cancel or amend your booking due to a breach by us of our obligations to you or due to our fault.  

No Show

If you have a booking for a Travel Product (including flights and accommodation) but you do not show up to check-in or otherwise do not avail yourself of such Travel Product, you will not be entitled to any refund from us.

Changes & Reissue Fees

Where changes to your travel arrangements are permitted and possible by the supplier, Exodus Travel Agency will charge you a standard service fee as mentioned in the Schedule of Professional Service Fees. The Exodus Travel fees are over and above the fees and charges applied by the supplier.  By confirming the booking, you are accepting the specific ticket conditions relating to your chosen fare. Changes are subject to availability and are subject to the validity of your ticket – for details check the ticket conditions in the fare selected.

Not all fares allow changes, so please check your fare conditions carefully. Changes outside the validity of your ticket, for example, to a higher season, a different airline, operator or ticketed route, where these are possible, will result in additional charges on top of standard service fees.

Flights must be taken in the sequence they appear on your ticket or electronic ticket confirmation. If you plan not to take a flight as booked, please contact the airline as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void. Where we incur any liability for a charge or re-issue for any booking, you agree to indemnify us for the amount of that fee or charge.

Changes & Reissue will only be processed if you have sent the request in writing.

Deposits and Final payment

You will be required to pay a deposit or deposits when making a booking. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer law). Some services must be paid in full at the time of booking.

Bookings from outside Australia

We reserve the right at our absolute discretion to decline or accept bookings made from outside Australia. Any automatic booking confirmations for such bookings are conditional contingent on our view of any financial risks, potential ticket despatch delays, or other international regulations that may apply. Additional fees and charges apply when making flight bookings for customers whose origin point is outside Australia.

Force Majeure – Changes beyond our control

Compensation will not apply if a significant change is made for reasons beyond our control.

These include:

  • War,
  • Threat of war,
  • Riots,
  • Epidemics,
  • Health risks,
  • Civil disturbances,
  • Terrorist activity,
  • Industrial disputes,
  • Natural and nuclear disasters,
  • Fire,
  • Changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type,
  • Closed or congested airports or ports,
  • Hurricanes and other actual or potential severe weather conditions,
  • Act of government or public authorities or
  • Other circumstances amounting to force majeure and/or Acts of God.

Exodus Travel Agency cannot accept liability or responsibility for any airline or supplier bankruptcy or insolvency and the failure to provide any services which may follow.

We will not be liable for any failure or delay in performing our obligations in booking the Travel Product that is due to events beyond our control.

If a force majeure event occurs that affects your booking, your entitlement to a refund, a credit or re-scheduled travel booking will depend on the Provider’s terms and conditions.

If your booking is impacted by a force majeure event and you are entitled to a refund or credit from the Provider, we will facilitate this refund or credit.

The Booking & Service Advisory fee, credit card fees or any commissions received are non-refundable in the circumstance that a force majeure event occurs.

Special Conditions for some Travel Products

Some products also have special conditions applying to them. Airlines, hotels, wholesalers and other suppliers have various other terms and conditions relating to the purchase of these goods and services.

Some of those terms will be displayed in the rules applicable to a particular product, but not all. For example, suppliers often limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage, however we do not have those conditions to display.

It is your responsibility to check those terms and conditions before making a booking through Exodus Travel Agency.

There are numerous rules and regulations affecting most advance purchase and other air fares, which involve substantial cancellation or amendment fees, and in some instances there are no refunds whatsoever on cancelled holidays and or air tickets should you need to amend or cancel your travel plans. If you have any queries regarding these fees please do not hesitate to contact our office.

You must read the rules and check the conditions applicable to every airfare and ensure that you accept those rules and conditions before you make a booking. If the rules and conditions are not displayed you should contact our office. Once you confirm a booking and make payment you are bound by the rules and conditions applicable to the relevant supplier.

Low Cost Flights

  1. If you book a low cost flight with us, we will make the booking on your behalf and your contract for your low cost flight will also be subject to the airline’s booking terms and conditions.
  2. It is your responsibility to ensure that all details of the booking are correct before proceeding. For any changes or cancellations, please contact the airline directly, quoting your reference.
  3. If your flight booking is with a Low Cost Carrier, you can only cancel or change your booking by contacting the Provider directly.

Cancellations and amendments for hotel bookings only

Please review the cancellation policy for your hotel booking for any penalties that may apply.

Travel Documents and Visas

All individuals departing from Australia must be in possession of a valid passport.

It is your responsibility to fulfil the passport, visa and other immigration requirements applicable to your itinerary. You need a valid passport for all international travel.

Many countries require that your passport is valid for at least six months beyond your expected period of travel. If your passport is due to expire within six months of your return arrival back in Australia then under normal circumstances you should obtain a new passport.

The name provided by you for your travel tickets must be the same as that in your passport. It is your responsibility to ensure that you have all the documentation you need for your journey. Any fines, penalties, payments of expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility.

We can obtain any such information from an external visa advisory service provider on your behalf. We do not warrant the accuracy of such information and do not accept any liability for any loss or damage which may occur in reliance on the information provided. If you wish we can apply for a visa for you through this external service and fees will apply. Visas are obtained from the issuing authority in Australia and you should confirm these with the relevant High Commissions, embassies and/or consulates. Visa requirements vary by both country you are travelling to and the current citizenship you hold so please ensure you check well in advance of your travel dates to allow sufficient processing time as required by the embassy. Either airline staff or immigration authorities may not allow you to pass through customs and board your flight without the appropriate visa. We can obtain any such information from an external visa advisory service provider on your behalf. We do not warrant the accuracy of such information and do not accept any liability for any loss or damage which may occur in reliance on the information provided. If you wish we can apply for a visa for you through this external service and fees will apply.

Some countries will not allow you to enter without proof of a return or onward electronic or paper ticket. Airline check in staff at your point of origin may deny boarding you.

If you proceed to book a one way ticket please ensure you have checked with the Consulate of the country you are travelling to in order to ensure that you comply with their laws and regulations.

We do not accept any responsibility in the case you being unable to travel due to not complying with such requirements. If you are in any doubt as to the visa requirements for your destination you may refer to an online external visa advisory service, Visa Link at http://www.visalink.com.au/.

Should you be travelling on anything other than an Australian Passport then it is your responsibility to bring this to our attention as you may require a visa or permit to re-enter Australia.

By agreeing to purchase of the tickets, Exodus Travel Agency assumes that you will make arrangements for the required visas.

Exodus Travel Agency cannot accept responsibility for the content or accuracy of information provided in any external websites not within Exodus Travel Agency’s control.

Please note that travel documents including airline tickets, hotel vouchers, tour vouchers, or any other document used to confirm an arrangement with a service provider. Travel documents may be subject to conditions and restrictions, and most travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. An incorrect name in a booking may result in the document having to be re issued at a cost and in some cases may also result in the booking being cancelled. Please check all the names in the booking. Any errors in the names detected after the documents are issued will be your sole responsibility.

If you are travelling to the United States please refer https://esta.cbp.dhs.gov for information regarding compulsory pre-registration for their visa waiver program (ESTA). Australian passport holders will not be able to enter United States without a valid ESTA (or visa). Please note that you may not meet the eligibility requirements of ESTA and may be required to obtain a visa.

Travel Advice and Vaccinations

Australian residents should refer to the travel advice posted by the Department of Foreign Affairs at http://www.dfat.gov.au/ or http://www.smarttraveller.gov.au/ for all the countries you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations for your itinerary. You must ensure that you are aware of any health requirements for your travel and ensure that you carry all necessary vaccination documents. We do not take any responsibility of any inconvenience or issues you may face while on your trip.

Rates and Price Variations

We reserve the right to vary published 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 must pay the increase when notified. We are not liable in any way if any increase occurs.

Unless otherwise specified, rates quoted are per tour, per night accommodation, per crossing ferries, per package; as appropriate to the particular product.

Car rental is based on a 24 hour period commencing from the time of pick-up throughout unless otherwise specified. All prices are subject to availability and can be withdrawn or varied without notice.

Currency

All prices quoted in the flight booking engine are in Australian dollars, regardless of where your requested flight is departing from.

Price Inclusions and Exclusions

Items included in the prices or rates of the products are specified in each section. Prices do not include, meals other than as stated in itineraries, any air fares unless stated, Government departure taxes, passport and visa charges, vaccination fees, airport taxes, any items of a personal nature such as telephone calls, beverages, laundry, excess baggage charges and gratuities, travel insurance or other items not specified.

Goods and Services Tax

Prices quoted include goods and services tax or similar tax (“GST”).

Combination of Airline Fares

If you are travelling with combination fares of two or more airlines, our travel agency is not responsible for any flight delays. Please also check the weight allowance with our travel consultant.

Flight Schedule Changes

We recommend that you contact the Airline to confirm your schedule departure time 24 hrs prior to your flight time

Payment Methods

1. Direct Deposit

Payments made via Direct Deposit may take up to 3 business days to process. Please notify your consultant of your payment once it has been processed. Banking details shall be provided as a part of the quotation.

2. Credit Card Payment (Fees apply) :

Credit card surcharges will apply when paying by credit card. Relevant credit card fee as per below is applied when processing credit card/debit card payment. TravelPay’ will appear on customer’s credit card/debit card statement. The Payment Processing Fee (credit card fee) charged directly by TravelPay is not refundable under any circumstances including on refunds.

The payments can also be made by customer payment link.

Please call our office on 1800396387 for credit card payment processing and the customer payment link. Credit card authorisation and ID proof required at the time of processing transaction.

  • Master Credit card and debit card: 1.3%
  • Visa Credit card and debit card: 1.5%
  • Amex credit card 1.8%
  • International card 3%

3. Digital Currency “Qoin” 

Accomodation only, Airport Transfers, Car hire,  up to a cap of AUD 500 per  booking per travel product can be accepted in Qoin for Travel dates 1 Jan 2021 onwards. If the booking value is  more than AUD 500, then remaining amount to be paid in AUD.

However, this will be reviewed on a daily basis by the management and necessary changes made as required. At any given point of time, Exodus Travel reserves full right to “accept” or  “not accept” Qoin as a mode of payment to protect the financial integrity of the company. Exodus Travel bears no responsibility for any loss incurred by its customers due the rate fluctuation of the digital currency Qoin.

Additional fees and charges may apply if the payment is made by Qoin. These will be advised at the time of quotation.

Special Requirements and Information

Please inform us at the time of booking regarding any special requirements you may have for your travel arrangements such as special meal, seating and inclusion of frequent flyer membership details. Please check your frequent flyer program for the specific terms of your membership. We cannot guarantee that the supplier will credit you with points for your booking.

Hotel/Accommodation Bookings

  1. Some Providers will require an additional charge to be paid locally (e.g. a resort fee) at the time of check in or check out. This amount is in addition to the amount shown during the booking process under the ‘total booking cost’ amount.
  2. There may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking (e.g. local taxes, sales tax etc.). Any local taxes will be payable by you directly to the Provider at the time of check in/check out.

 Travel Insurance

Travel Insurance is recommended by the Department of Foreign Affairs and Trade for all overseas travel. We are an authorised representative of Cover More Travel Insurance Services Pty Ltd and Sure Save Travel Insurance, on whose behalf we act. You must obtain a product disclosure statement relating to the travel insurance product you are considering purchasing and should read that document before making any decision whether to acquire the product.  If you decline travel insurance, you may be required to sign a disclaimer.

After Hour bookings

Surcharge of AUD $100 + GST may apply to all bookings requested after business hours, public holidays and on weekends.

Schedule of Professional Service Fees

Exodus Travel Change and cancellation fees as listed below. The fees listed below are in addition to the supplier fees charged by the supplier.

  1. Changes to Domestic/Trans-Tasman : fee of $20 per passenger per booking.
  2. Changes to International bookings: fee of $100 per passenger per booking.
  3. Cancellations to Domestic/Trans-Tasman: fee of $20 per passenger per booking.
  4. Cancellations to International bookings: fee of $100 per passenger per booking.

Privacy Notice

We collect your personal information to enable us to respond to your queries and provide you with the Booking & Advisory Services, including assisting in arrangements with Providers (such as hotels and flights).

We will also use your personal information to personalise the service we provide you, including your experience on our, and other, websites, and to provide you with information about our, and our partners’, business, products and services. Your personal information may be shared between entities within Exodus Travel agency in Australia and our overseas representation companies and disclosed to suppliers, Providers, our cloud infrastructure, our contractors and also to others where authorised or required by law. Some of these entities may be located overseas, including in the countries noted in our privacy policy.

For further information about how we handle your personal information, including how you can request to access and correct your personal information or complain about a breach of your privacy, please see our privacy policy at http://www.exodustravel.com.au/privacy-policy

By signing up for our newsletter, alerts, offers or updates, you confirm you have read and understood our privacy notice for this service and you consent to Exodus Travel Agency Pty Ltd  sending you marketing material, including via electronic messages relating to our and our partners’ products and services that may be of interest to you.

Jurisdiction & Law

All matters arising out of or in connection with the Booking terms and conditions are governed by the laws of Victoria, Australia. By acquiring these terms and conditions, you consent and submit to the exclusive jurisdiction of the laws of Victoria, Australia

IMPORTANT

Airline and other service providers  terms and conditions apply with every booking finalised through Exodus Travel Agency Pty. Ltd. in addition to terms and conditions stated above.

For full details associated to your bookings and all other travel quotes please refer to specific carrier or airline website or call Exodus Travel Agency Pty. Ltd. on 1800EXODUS.

Our Service Guarantee

We guarantee that our services will be provided with due care and skill and will be reasonably fit for the purpose.

Definitions

We” and “us” means Exodus Travel Agency Pty. Ltd.

You” or “your” means any user of our Website or any person who acquires the Booking & Advisory Services, including any person who acquires a Travel Product (whether or not the Booking & Advisory Services were acquired by another person).

Booking & Advisory Services” means services provided by us to you in assisting you to acquire a Travel Product from a Provider and includes advisory and consulting services.

“Force Majeure” means, but not limited to: acts of God, accident, riot, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, adverse weather conditions, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion and generalised lack of availability of raw materials or energy.

Travel Provider” or “Provider” or “Providers” means the company or person who provides you with the Travel Product on terms and conditions agreed with you.

Travel Product” means the service or product provided by a Provider, for example, an airline or a hotel.

Website” means our website http://exodustravel.com.au  

Acknowledgement/Your obligations and warranties

You warrant to us that:

  1. you are at least 18 years old and have the power, capacity and authority to enter into a binding contract with us and with the Providers of the Travel Products that you acquire;
  2. you have read and understood these terms and conditions and if booking on behalf of third parties, you have conveyed these terms and conditions to them;
  3. the information you provide us about yourself is true, accurate, current and complete (apart from any optional items) as required by any registration process;
  4. you have considered acquiring comprehensive travel insurance and we are not responsible for any failure by you to acquire adequate insurance cover; and
  5. you will use the Booking & Advisory Services in accordance with these terms and conditions and you will not use the Booking & Advisory Services in any way to breach any laws or defame anyone

Updated 1 Oct 2020

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