Terms and Conditions

The enclosed ticket(s) have been booked by Welcome to Travel on your behalf with various Service Providers.

Cancellations, Changes and Refunds

Made by you the traveller

Will incur a 25% cancellation fee plus any Service Provider Fees.

To avoid this cancellation fee you can reject the refund and store the paid amount (minus Service Provider fees) as travel credit. This credit has no expiry and you’re able to use this any time.

It is possible that no refund or travel credit is applicable to you, as the Service Provider Fee could be 100% of the cost of the booking, regardless of whether travel has commenced or not. This is in relation to the time of the cancellation/change to the booking. Cancellations within 28 days of any set departure should expect a Service Provider Fee.

Bus bookings will, in many cases, incur a 100% Service Provider Fee.

If your travel insurance provider requires a breakdown of Supplier Provider Fees and cancellation fees, Welcome to Travel will supply these on request.

Made by your service provider

Each Service Provider have their own terms & conditions applying to your travel. These can be found on their websites and can be provided to you on request by Welcome to Travel.

If a tour or other travel service is cancelled by the Service Provider, we will refund you the amount paid for the tour or other travel service less a 10% administration fee (“Admin Fee”).

You are able to avoid this 10% admin fee when a supplier cancels. You can do this by storing the refunded product as travel credit. This credit has no expiry and you’re able to use this any time.

The 10% Admin Fee does not apply to: Dive Courses where you fail a Dive Medical test; or Skydives cancelled by the Service Provider within 3 days of booking due to weather, and a full refund will apply.

*In light of the COVID-19 outbreak any travel bookings where payment was finalised after the 12 March 2020, Welcome to Travel will waive any cancellation and admin fees if customers are unable to travel due to travel restrictions enforced upon them. Evidence will have to be provided.

Refund and Travel Credit Expectations

Whilst we normally attempt to process refunds, date changes and restoring of travel credit within 72 hours, situations (such as natural disasters) may result in up to 30 days processing time, due to high volume.

Credit card refund fees – if you paid originally by credit card, you’ll be refunded the said % minus a 2% credit card fee. E.g. entitled to a 100% refund but originally paid by credit card, you will be refunded 98%.

*When booking in your travels we use a wholesale booking platform. Due to the unprecedented with the COVID-19 situation and the high volume of travel cancellations they have informed us of a delay on refunds. Cancellations from 18 March 2020 onwards should expect a refund may take up to 12 week (84 days) from time of written confirmation via email to experience@welcometo.travel. 

Travel Insurance

It is your personal responsibility to purchase your own travel insurance to cover any liability which may be incurred to us or a Service Provider and other travel misadventures that you wish to be insured against.

We recommend that you source travel insurance with a low excess payment, to make claiming on cancelled tours worthwhile.

Service Providers

We endeavour to package tours that will meet your expectations. However, we take no responsibility for any matters that arise with regard to or during individual tours or arrangements with individual Service Provider.

We appreciate your feedback, whether complaints, compliments or suggestions. However, to the extent permitted by law we will not be responsible to you for any loss, expense or damage that you may suffer during any particular tour, accommodation or travel, no matter the cause. These matters are the responsibility of each individual Service Provider and you agree that you will not hold us liable in any such circumstance.

Travel Account & Payment Plan

Travel Account

Opening up a ‘Travel Account’ requires a minimum payment of $100AUD per person.

This will enable Welcome to Travel to lock in the price with the Service Providers from the co-created travel itinerary.

If you opt out of opening up a ‘Travel Account’ we take no responsibility for price fluctuations arising from changes in the prices charged by Service Providers occurring before final payment.

Payment Plan

Once the ‘Travel Account’ has been opened you can add into this until the final payment has been made for the travel itinerary.

This is created by a Welcome to Travel representative and yourself.

Changes can be made to the itinerary whether it be destination or date.  However if you’re wanting to cancel the itinerary the ‘Travel Account’ abides by the Cancellation, Changes and Refunds above.

Extra Costs

We will alert you to extra costs to the extent reasonably practicable. However, you must also check with each individual Service Provider when you confirm your ticket.

Passport & Visas

As we provide international travel itineraries it may be required that you need a valid passport and visa.

It is your responsibility to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities.

Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility.

All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport.

*Updated 12th March 2020

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