Terms & Conditions – Travel Bookings


Terms and Conditions

Please read these booking conditions carefully, they form an important part of the contract for your travel bookings.

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

Cancellations, Changes and Refunds

Each Service Provider has specific change/cancellation fees within their own terms & conditions applying to your booking. These can be found on their websites and can be provided to you on request by Welcome to Travel.  

Your booking is made up of many separate service providers such as transport companies, accommodation providers or tour operators.

Cancellations made by you, the traveller.

Cancellations made by you the traveller will incur a 25% cancellation fee from Welcome to Travel, plus any potential Service Provider Fees.

You can avoid the 25% cancellation fee by storing the paid amount (minus Service Provider Fees) as travel credit. 

This credit has no expiry date and you’re able to use this at any time.

Example: You have booked a $100 tour and decided to cancel.

Refund = $75 (25% fee and no service provider fee).

Travel Credit = $100.

It is possible that no refund or travel credit is applicable as the Service Provider Fee could be 100% of the cost of the booking, regardless of whether travel has commenced or not. This will depend on the time of the cancellation/change to the booking and how that relates to their individual terms and conditions. Cancellations within 28 days of any set departure should expect a form of Service Provider Fee. 

Cancellations/Changes within 48hrs should always expect a 100% cancellation 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.

Cancellations made by your Service Provider

If a booking is cancelled by the Service Provider, we will refund you the amount paid for this service less a 10% administration fee (“Admin Fee”) from Welcome to Travel.

You can avoid the 10% Admin Fee by storing the paid amount (minus Service Provider Fees) as travel credit. This credit has no expiry date and you’re able to use this at any time.

Example: You have booked a $100 tour and the service provider decides to cancel.

Refund = $90 (10% Admin Fee)

Travel Credit = $100

The 10% Admin Fee does not apply to: 

  • Dive Courses or trials where you fail a Dive Medical test. 
  • Skydives cancelled by the Service Provider within 3 days of the travel date, due to weather. In these cases a full refund will apply.

*In light of the COVID-19 outbreak, for any travel bookings where payment was finalised after the 12th of 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. Service Provider Fees may still apply.

Refund and Travel Credit: Timeframe and Expectations

We attempt to process refunds, date changes and the restoring of travel credit within 5 business days of the confirmation of cancellation. However, situations (such as natural disasters) may arise that result in this process taking up to 30 days.

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

External Wholesale Booking Platform

When booking in your travels we use a wholesale booking platform. This platform processes payments, bookings and produces the vouchers for your adventure.

Although rare, the external nature of the platform means this can have an effect on refund/travel credit timelines. We work closely with the platform and strive for the most efficient outcome at all times.

Due to the unprecedented situation that is COVID-19 and the high volume of travel cancellations globally associated with this, the platform has informed us of a major delay on refunds. Cancellations communicated to us on/after 18 March 2020 should expect a refund may take up to 12 week (84 days) from the time of written confirmation via email to [email protected] 

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. This makes claiming on cancelled tours worthwhile.

Service Providers

We endeavour to package itineraries that will meet your expectations. Whilst we take no responsibility for any matters that arise with regard to, or during individual tours or arrangements provided by individual Service Providers, we always appreciate your feedback whether they are complaints, compliments or suggestions. This ensures we can keep our high levels of service and expectation. 

You will also be sent a feedback form towards the end of your travels, your responses will help us to keep delivering dream adventures for each and every traveller.

To the extent permitted by law, we will not be responsible 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 circumstances.

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 initial discussed prices for your co-created travel itinerary.

If you opt out of opening up the said Travel Account, we take no responsibility for price fluctuations that are out of our control.

Payment Plan

Once the Travel Account has been opened, you can continue to add funds until the final payment has been made.

The travel itinerary is created by a Welcome to Travel representative and yourself.

Changes can be made to the itinerary, whether it be the destination, inclusions or dates. If you’re wanting to cancel the itinerary, the Travel Account cancellation fees are in line with the above mentioned Cancellation, Changes and Refunds policy.

Extra Costs

To the extent reasonably practicable, we will inform you of any mandatory extra costs charged locally by Service Providers. 

However, you must also check with each individual Service Provider when you reconfirm your booking.

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 from the country of travel.

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 24th April 2020

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