Terms and Conditions
The client shall undertake to read the relevant and corresponding brochure for each booking to understand all
applicable terms and conditions. All suppliers have dierent cancellation and refund policies and Australia Expert,
likewise, maintains its own policy. It is essential to familiarise yourself with these at the time of purchase. If you
require additional information that may not be indicated in the brochure, we recommend that you contact the Tour
Operator for further clarication.
Australia Expert is an intermediary Travel Agency. When you acquire travel-related services through Australia Expert,
we earn a commission from the Tour Operator we are in partnership with.

Amendment of Terms
Australia Expert reserve the right to change, modify, add or remove words or portions of these terms at any time.
Please check these terms regularly before booking to ensure you are aware of any changes. We will highlight any
signicant or substantive changes to you whenever possible.

Booking Inquiry
a. All prices and availability are dynamic and are subject to change during the booking process at the supplier’s
discretion. This includes quotations and estimates prepared based on the information served at the time of booking.
Australia Expert has no control over exchange fee rates or uctuations on pricing within the booking system.
b. A booking is considered FINAL or CONFIRMED when the Client has paid the total amount of booking or amount
within the agreed terms. Some suppliers also provide a separate booking conrmation.
d. Australia Expert shall timely notify, from the time of knowledge, the Client on conrmations, as well as relevant
changes and information regarding the booking.
e. Australia Expert shall not be liable for any losses or damages incurred in connection with any increase in the cost of
rentals or tours and excursions during the booking stage.

Ticket and Customer Responsibilities
On behalf of the Tour Operator, Australia Expert will ask you for certain required information such as but not limited
to pick-up location, dietary requirements, pre-existing medical conditions, weight, snorkelling and swimming ability,
dive logs and records, and ight information.
If you cannot provide this during the booking process, the client is responsible to contact the Tour Operator via
email/call as soon as possible or 48 hours before the start of your trip. If you were unable to inform them and missed
a tour for this reason, Australia Expert will not be liable for any cancellations and will not be entitled to provide any
refunds.

Dated Tickets: It is your responsibility to ensure the dates on vouchers are correct and correspond to your itinerary,
including any transport company, bus tickets or passes (Greyhound, and Premier), campervans, critical tours before
ight, and accommodations.
– You must reconrm all booked dates and pick-up location and time 48 hours before travel or in the manner
stated on your ticket voucher or conrmation ticket.
– You must ensure you redeem your tickets on the dates booked.
– Australia Expert will provide all details before nalising the booking with the customer’s awareness and will
not be held liable if the dates do not match the customer’s itinerary.

Open-Dated Tickets: You are responsible for booking your preferred travel date in advance with each Tour Operator
as per the details provided on your voucher. You must book these in with advanced notice, especially Greyhound
Buses. Please be aware that open-dated tickets are subject to supplier price uctuations, which you could incur. A $30
AUD service charge fee will be applied for every open-dated ticket change.

We recommend booking an open-dated ticket in time. For example, activities at K’gari (Fraser) Island and Whitsundays
can often be full at the last minute. In the high season, we recommend planning six weeks in advance if you want to
do an activity to avoid disappointment.

Pre-Existing and/or Current Medical Conditions
You are responsible for advising us and the Tour Operators of any existing or previous medical conditions like
Asthma, Heart Conditions, Allergies, Dietary Requirements, etc. If you are refused to participate in any of the activities
booked on your behalf due to any pre-existing or existing medical condition, failure to declare these at the time of
purchase will result in a 100% cancellation fee.

Dietary Requirements
Some tour operators charge a fee if a client has special requirements, such as vegan, gluten allergy or lactose
intolerance to cater to a Client’s needs. We will try our best to communicate this during the booking process. Australia
Expert is not liable if the Tour Operator decides to implement an extra fee if they nd it necessary.

For Excursions (Exclusive of Transfers / Pick-Up or Drop-O)
You are responsible for making your way, at your own cost, to the location from which your tour or excursion is
arranged to take place on the date and at the time scheduled. This will be noted on your conrmation and may be
subject to change depending on the third-party provider’s terms and conditions.

Promotions
Discount vouchers can not be used if Australia Expert has already used an existing voucher or discount. The voucher
holder is responsible for informing us in advance if they would like to use it before we send the quotation or price.

Extra Costs
Many tours have extra costs, and you should know that these costs may be added. These expenses will dier for each
Tour Operator, but some of the more usual extras are EMC Tax, Stinger suit Hire, Wetsuit Hire, Luggage storage,
Sleeping Bag Hire, Linen Hire, National Park Fee, Food, Insurance, Accommodation, Equipment Hire, Petrol Levy of
Public Holiday sub-charge. We will alert you to extra costs to the extent reasonably practicable. However, you must
also check with each Tour Operator when reconrming your ticket.

Booking Modications
Any changes you wish to make on your booking is dependent on the availability, individual Tour Operators’ terms and
Australia Expert’s terms.

a.1 Rebooking (Change of Dates)
If you wish to do a rebooking for the same tour and tour operator, you must organise it directly with the tour
operator, and notify us about the changes as soon as possible. Individual terms for rebooking fees may apply.

a.1 Singular Booking
Minor changes, such as name corrections or contact information updates, may still be accommodated.
For cancellations, please refer to clause B (General Refund Policy) under Cancellations and Refunds.

a.2 Multiple Bookings or Packages (more than 3 products in your booking)
If you wish to make changes with your itinerary for whatever reason, you are entitled to make one major change to
your (conrmed) booking itinerary with an administration fee of $50 AUD, in addition to Australia Expert’s cancellation
fees and Supplier fees.
However, after the initial major change, no further modications to the itinerary will be allowed.
A Major change is dened as change of travel dates, destination, tours, etc.
A Minor change includes name corrections or contact information updates.
For groups of 3 pax or more, $100 AUD will be charged for one major change in the (conrmed) booking itinerary.
Any other changes that are not indicated under our terms are subject for approval.

Cancellations and Refunds
General Refund Policy
Refund policies vary for each Tour Operator, and we will strictly adhere, follow and implement their dened policies.
Our cancellation fees apply in all cases where a tour can run, and you are not present. There are no refunds given in
the event you do not attend, miss or are late for the activity or services for any reason.

a. Cancellation made by You / Client
In case the client cancels the booking for any reason, including natural disasters/force majeure/COVID-19 restrictions,
the Client shall be aware and agree to abide by the cancellation policies and fees of Australia Expert and the tour
operator.
As such, Australia Expert follows the following Cancellation Fees:
Between 365 days to 7 days prior to the date of the tour = 10% of the total booking price;
Within Seven (7) days prior to the date of the tour = 30% of the total booking price;
Within Forty Eight (48) hours prior to the date of the tour = 100% of the total booking price.

Travel Credit from cancellations made by the Client
If the tour is eligible for a FULL refund based on the Tour Operator’s terms and conditions, we can waive the
cancellation fee on our end and use the total booking amount as credit to use for another tour or service. The credit is
valid for 1 year.
If the tour operator applies a cancellation fee, the remaining balance or amount left, can be used as a travel credit to
waive Australia Expert’s cancellation fees. The credit is valid for 1 year.

b. Cancellation by the Tour Operator
If the Tour Operator cancels your trip and is no longer going ahead for any reason (except for natural disasters/force
majeure), please notify and inform Australia Expert as soon as possible to discuss alternatives. Please be aware that
we will endeavour to use the same policy you would have had when booking directly with the Tour Operator.
You will incur a 10% service charge fee in the following circumstances:
a. The Tour Operator has not provided an alternative date or product, and no other options are available.
b. If the Tour Operator provided an alternative but you did not accept their oer.
c. If Australia Expert has provided an alternative, but you have decided to book through other platforms/agencies.
If you would like to waive the 10% cancellation fee, we can keep the total amount as credit in our system that will be
valid for 1-year from the start of the cancelled tour. (non-transferable / non-refundable)
We can provide an insurance letter to help you get a full refund if you have travel insurance.

c. Cancellation by Tour Operator due to Natural Disasters / Force Majeure
Please note that cancellation and refund policies for natural disasters and force majeure vary for each region, state,
and country.
In the case of Natural Disasters (e.g. oods, cyclones, and other disasters.), most tour operators do not oer any
refunds; therefore, a refund by our service will not be provided unless otherwise required by law. We strongly
recommend you take out appropriate Travel Insurance to cover this situation at the time of making your booking.
If the supplier allows for a full or partial refund, Australia Expert will apply a 10% from the total booking price to cover
admin costs.

Refund Processing Time
Whilst we usually attempt to process refunds swiftly, situations (such as natural disasters) may result in up to 7 days
of processing time. By purchasing a cancellation insurance policy at the time of entry into these terms and conditions,
you can reduce all risk of being subject to various fees and unexpected costs due to unforeseen circumstances and
changes.
Note: We do not process refunds in cash. All payments will be made via an online bank platform. Credit card and
other additional fees paid to us when making your booking are non-transferable or non-reimbursable, except as
otherwise required by law.

d. Dive cancellations due to medical condition
You understand that if you are refused to participate in a dive booked on your behalf due to any pre or existing
medical condition, this will result in a 100% cancellation fee with no refund.

e. Cancellation of ights made by you
Every ight booking made or depending on the conditions booked on your ight, if you have decided to cancel it or
are not present on the day of your flight,

_____

Camper / Car Rentals
We can only fully nalise any camper or car rental booking once you have paid a deposit or the total amount. Once
paid, we will send you the conrmation email. The remaining balance will be paid before pick-up, in advance, or on
arrival, depending on each camper company’s conditions. All deposits and payments can be paid in AUS, USD, NZD,
EURO or GBP.

Flights
Flights booked through us are non-refundable / non-changeable unless otherwise stated.

Tour Operators
We endeavour to package tours that will meet your expectations. However, we take no responsibility for any matters
that arise about or during individual tours or arrangements with individual Tour Operators. 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 you may suer during any particular tour, accommodation or
travel, no matter the cause. These matters are the responsibility of each Tour Operator, and you agree that you will
not hold us liable in any such circumstance.

Travel Insurance
We endorse the recommendation of the Department of Foreign Aairs and Trade that all travellers take out travel
insurance. You are responsible for taking out insurance covering all liability you wish to be insured. We can provide
information to you about travel insurance should you require it. It is your responsibility to purchase travel insurance
to cover any liability incurred to us or a Tour Operator and other travel misadventures you wish to be insured against.

Delays & Claims
We recommend that you take out insurance that includes cancellation insurance. If your ight is delayed, or your bus
cannot depart/is signicantly delayed, causing you to miss your tour or activity, you can claim this back with your
insurance. We recommend taking out insurance with a low deductible so that it is worth claiming the cancelled tours.
Please note, most insurance policies only cover tours and activities booked before your departure to Australia, not
what was recently booked during your Australia trip.

Prices
We endeavour to package the best value tours available at the best prices and we will do our best to let you know if
there is an extra fee to pay on arrival and what that fee will be.

Payment in Terms / Instalment
By choosing to pay for your booking through by terms, you must adhere to the following:

Payment Schedule, Communication and Cancellation
a. The total amount will be paid in mutually agreed terms and schedule. If a payment is not received within (7) seven
days of the ‘due date’ and you have failed to rectify the situation, the entire remaining balance becomes
non-refundable and non-transferable.
b. This means that no portion of the amount paid will be refunded and you will not have the option to transfer the
remaining balance to another product or service.
c. It is your responsibility to promptly communicate any issues or concerns regarding payments. If extenuating
circumstances may aect the payment schedule, you must contact Australia Expert to discuss possible alternatives.
c. Cancellation of the instalment plan before completing all payments will result in the forfeiture of all amounts paid.
d. The product or service will be provided once the full payment has been received.

Passport, Visa Requirements & Driver License:
You are responsible for having a valid passport, visa, (international) driver’s licence and other immigration
requirements for all transiting and stopover destinations applicable to your itinerary. You should conrm these with
the relevant high commissions, embassies and consulates. We do not accept any responsibility if you cannot travel
due to not complying with any such requirements. Your passport must be valid for 6 months or more from your
return date to Australia.

Data Collection
We collect some personal information from you to provide travel services. Such information may consist of, but is not
limited to, your name, age, phone number and email address. This information is stored in secure operating
environments that are not available to the public. We have in place reasonable commercial standards of technology
and operational security to protect all information provided via this website from unauthorised access, disclosure,
alteration, or destruction.

Business Hours
Oce Hours: Our regular business hours are from 9:00 am to 17:00 pm Brisbane GMT 10, Monday through Saturday.
Our business hours may vary based on public holidays and specic periods of the year, such as the Christmas period.
Please note that we are closed on Sundays. We value our team members’ well-being and believe in providing them
with a day of rest and rejuvenation. During this time, our services will be temporarily unavailable.
While our oce is closed on Sundays, we are committed to providing exceptional service. You may still reach us via
email at info@australiaexpert.nl for non-urgent matters. We will try to respond to your inquiries promptly on the next
business day.

Emergency Assistance
Regarding travel emergencies on Sundays, please refer to the contact information of the Tour Operator provided in
your travel documentation. Please be aware that the store hours and schedules vary for each Tour Operator.

Special Arrangements
Please get in touch with us in advance if you have specic scheduling needs or require assistance outside our regular
business hours. We will make every eort to accommodate your requests whenever possible.
You agree to indemnify us from any loss, cost, claim, liability or expense (including legal or debt collection fees on a
full indemnity basis) we incur from any Tour Operator as a result of, or arising out of, your breach of these Terms or
the agreement between you and the Tour Operator.
You agree to adhere to the outlined Terms and Conditions by engaging in our services.