Booking Terms and Conditions

These Booking Conditions set out the terms and conditions on which you contract with Connected Travel Pty Ltd…

In these Booking Conditions, “Connected Travel”, “we”, “us” and “our” means Connected Travel Pty Ltd. We operate through a network of Independent Travel Advisors, some of whom may trade under their own business names and brands. Bookings made through an Independent Travel Advisor within our network remain subject to these Booking Conditions unless otherwise advised in writing.

“You” and “Your” means all persons named in a booking, including any person added or substituted at a later date.

ACCEPTANCE OF BOOKING CONDITIONS

By instructing us to proceed with a booking and/or making payment of any deposit, service fee or other amount shown on an invoice issued by us, you acknowledge that you have received, read, understood, accepted and agree to be bound by these Booking Conditions.

AUTHORITY TO ACT

For the avoidance of doubt, payment of a deposit or any amount towards a booking constitutes acceptance of these Booking Conditions by the person making the payment and all travellers named in the booking. The person making the booking warrants that they have the authority to accept these Booking Conditions on behalf of all travellers included in the booking.

AGE AND AUTHORITY OF LEAD TRAVELLER

The person making the booking must be at least eighteen (18) years of age and authorised to make the booking on behalf of all travellers included in the booking. We are entitled to rely on the authority of the person making the booking to act on behalf of all travellers and to bind them to these Booking Conditions.

RESPONSIBILITY FOR INFORMATION PROVIDED

The person making the booking is responsible for ensuring that all information provided to us on behalf of any traveller is complete, accurate and current. We accept no responsibility for any loss, delay, additional costs or other consequences arising from inaccurate, incomplete or incorrect information provided to us.

SERVICES WE PROVIDE

1. The services that we provide to you are limited to:

(a) Advisory and Booking Services; (b) Cancellation and Amendment Services; and

(c) Extraordinary Circumstances Services

2. We are only responsible to you for Advisory and Booking Services and Cancellation and Amendment Services in accordance with these Booking Conditions.

TRAVEL PROVIDERS ARE RESPONSIBLE FOR TRAVEL ARRANGEMENTS

3. We do not principally supply any Travel Arrangements that form part of your booking. We act as an agent for Travel Providers and facilitate your purchase of Travel Arrangements from them.

4. We may receive financial benefits (including commissions, incentives, overrides and marketing contributions) and non-financial benefits from Travel Providers when we facilitate the sale of their Travel Arrangements to you. Such benefits are retained by us and are separate to any fees payable by you.

5. While we exercise reasonable care in recommending reputable Travel Providers, we have no control over the Travel Provider and we do not guarantee performance by any Travel Provider. We do not warrant the standard or fitness for a particular purpose of any Travel Arrangements and to the fullest extent we disclaim any warranties of this nature.

6. The Travel Provider is responsible to you for the delivery of Travel Arrangements subject to the Travel Provider Booking Conditions. These may set out refund, amendment and cancellation terms and may also limit the Travel Provider’s liability to you. It is your responsibility to ensure you are aware of the Travel Provider Booking Conditions. Copies will be provided by us upon request and/or made available through the Travel Provider. You should familiarise yourself with them prior to making a booking request.

7. We are not liable for any acts, omissions, failures or delays on the part of any Travel Provider (or any of their employees, agents, contractors or suppliers). Any claims you may have in connection with the performance of Travel Arrangements must be made directly against the Travel Provider (except to the extent the claim arises due to our fault).

ACCURACY OF INFORMATION

8. Any information relating to Travel Arrangements or a Travel Provider may be provided by the Travel Provider, a wholesaler, destination representative or other independent third party. We are not responsible for this information. We make no warranty regarding the completeness, accuracy or standard of this information. You should make your own enquiries to verify information relating to Travel Arrangements or a Travel Provider before making a booking.   

PRICING

9. Quotations for Travel Arrangements are based on prices, taxes, charges and availability at the time they are prepared and are subject to change at any time prior to a booking being confirmed.

10. Prices and Travel Arrangements may be withdrawn or varied without notice prior to the Travel Provider confirming your booking for the Travel Arrangements.

11. All prices are quoted in Australian Dollars unless otherwise stated.
Quotations include taxes and handling fees applicable at the time of quotation. These are subject to change and can only be confirmed at the time of final payment. Additional local taxes, fees and charges may apply at your destination.

12. Please note that prices may change following confirmation of a booking in accordance with the Travel Provider Booking Conditions. Such changes may arise due to currency fluctuations, increases in fuel levies, government taxes, service charges, supplier-imposed surcharges or other factors outside our control.

13. If a Travel Provider changes the price of any booked Travel Arrangements, we will notify you of the change and, where applicable, collect any additional payment required by the Travel Provider. We accept no responsibility for any such price changes imposed by a Travel Provider.

PAYMENTS

14. A non-refundable deposit is generally required at the time of booking, although some Travel Arrangements may require full payment at the time of booking. You will be advised of the applicable payment requirements and payment schedule at the time of booking

15. We are under no obligation to remind you of a payment becoming due. It is your responsibility to ensure that we receive payments in cleared funds by the applicable due date. We accept no responsibility if Travel Arrangements are cancelled, amended or otherwise affected by a Travel Provider due to your failure to make payment by the due date.

16. If payment is not received by the due date, we reserve the right to treat the booking as cancelled and apply any applicable cancellation fees, service fees or charges imposed by the Travel Provider.

17. Payments can be made to us by the following methods:

(a) Direct deposit into our nominated client account;

(b) Credit card or debit card, subject to any applicable processing fees disclosed to you prior to payment.

18. Payments made in a foreign currency may incur currency conversion fees or charges imposed by your financial institution or payment provider.

ADVISORY AND BOOKING SERVICE FEES

19. We may charge Advisory and Booking Service Fees for providing Advisory and Booking Services.

20. Any fees, charges or amounts payable to us for providing Advisory and Booking Services will be advised to you before becoming payable and may be charged separately, incorporated into a package price, itinerary fee or service offering, or otherwise included in the amount payable by you.

21. You agree to pay any applicable Advisory and Booking Service Fees advised to you by us.

22. Unless otherwise agreed in writing, Advisory and Booking Service Fees are non-refundable once the relevant Advisory and Booking Services have been provided, irrespective of whether Travel Arrangements are subsequently amended, cancelled, refunded, credited or disrupted.

23. We may receive commissions, incentives, overrides, marketing contributions and other financial or non-financial benefits from Travel Providers in connection with Travel Arrangements booked through us. Such benefits are retained by us and are separate to any Advisory and Booking Service Fees payable by you.

AMENDMENTS

24. If you wish to make amendments to booked Travel Arrangements, please contact us and we will endeavour to facilitate them as part of our Cancellation and Amendment Services.

(a) For security and verification purposes, we may only accept amendment, cancellation or other booking instructions from the person who made the original booking or from a person authorised by that individual. We reserve the right to request proof of identity or written authority before actioning any request.

25. While we will endeavour to facilitate amendments, please note that amendments are subject to agreement by the Travel Provider in accordance with the Travel Provider Booking Conditions. Amendment requests made close to departure may not be capable of being accommodated and additional fees or charges may apply.

26. If you request us to make amendments to your booking, you agree to pay any applicable Amendment Fees advised to you by us, irrespective of whether the Travel Provider agrees to the amendment. We may require payment of Amendment Fees before actioning any amendment request.

27. Please note that the Travel Provider may also charge an amendment fee and if the cost of amended Travel Arrangements is higher the Travel Provider will almost certainly require you to pay the increased amount in addition to their amendment fee.

28. We will not be responsible to you if you directly contact a Travel Provider to request an amendment. Please note that many Travel Providers will only consider amendment requests made through us as agent.

CANCELLATIONS

29. If you wish to cancel confirmed Travel Arrangements, please notify us in writing so we can notify the Travel Provider of the cancellation.

30. The Travel Provider may charge cancellation fees in accordance with the Travel Provider Booking Conditions. Often your deposit will be non-refundable, and any further cancellation fee will generally be dependent on the amount of notice of cancellation you give. Cancellation fees can be one hundred percent of the booking value. This is why we strongly encourage you to obtain travel insurance with comprehensive cancellation protection as soon as Travel Arrangements are booked.

31. Please note that a change of name or a change of route may be considered to be a cancellation by a Travel Provider.

32. You acknowledge that any Advisory and Booking Services provided by us prior to cancellation have been performed and that any applicable Advisory and Booking Service Fees remain payable and are non-refundable, irrespective of whether the Travel Arrangements are subsequently cancelled.

EXTRAORDINARY & UNAVOIDABLE CIRCUMSTANCES

33. In the event of Extraordinary and Unavoidable Circumstances, a Travel Provider may cancel, amend or otherwise modify your Travel Arrangements in accordance with the Travel Provider Booking Conditions.

34. If your Travel Arrangements are cancelled, disrupted or materially affected by Extraordinary and Unavoidable Circumstances, we may provide Extraordinary Circumstances Services. Your rights to a refund, credit, rebooking or other remedy may be limited by the Travel Provider Booking Conditions. We make no guarantee and expressly disclaim any warranty that we will be able to obtain any refund, credit, rebooking or other remedy from a Travel Provider.

35. Please note that any credit or refund issued by the Travel Provider may be partial only and may be subject to specific conditions. We have no control over these conditions.

36. We may charge Extraordinary Circumstances Service Fees for providing Extraordinary Circumstances Services. Where applicable, any Extraordinary Circumstances Service Fees will be advised to you before becoming payable. Such fees are in addition to any Advisory and Booking Service Fees payable in relation to the original booking. We may require payment of Extraordinary Circumstances Service Fees before providing Extraordinary Circumstances Services.

37. You acknowledge that any Advisory and Booking Services provided by us prior to the cancellation, disruption or modification of Travel Arrangements due to Extraordinary and Unavoidable Circumstances have been performed and that any applicable Advisory and Booking Service Fees remain payable and are non-refundable.

REFUNDS

38. If you are due a refund for any cancelled Travel Arrangements, we will use reasonable endeavours to obtain the refund from the Travel Provider, however we do not guarantee and expressly disclaim any warranty that we will be able to obtain a refund from the Travel Provider.

39. We have no obligation to pay any refund to you until we have received the corresponding amount from the Travel Provider. Please note that it may take some Travel Providers several months to process a refund.

40. You authorise us to deduct any Advisory and Booking Service Fees and any Extraordinary Circumstances Service Fees from any refund payable to you.

CHARGEBACKS

41. You must notify us in writing if you intend to lodge a chargeback request with your credit card provider, debit card provider or financial institution in relation to Travel Arrangements booked through us.

42. As we act as an intermediary and facilitator of Travel Arrangements supplied by Travel Providers, if you make a successful chargeback claim in circumstances where the Travel Provider has failed to deliver Travel Arrangements due to Extraordinary and Unavoidable Circumstances, insolvency or any other event beyond our reasonable control, then:

(a) if we have already paid monies to the Travel Provider, you acknowledge that we may seek recovery from you for any loss, damage, costs or liabilities incurred by us as a result of the chargeback; and (b) any applicable Advisory and Booking Service Fees, Amendment Fees or Extraordinary Circumstances Service Fees remain payable and are not refundable.

TRAVEL DOCUMENTATION

43. When you make a booking, you must provide us with accurate details for each traveller as they appear in their passport or other required travel identification. Please note that Travel Providers may refuse carriage or deny services where the name specified in the booking or on a ticket differs from the name specified in a passport or other required travel identification. Travel Providers may treat a name correction or name change as a cancellation and cancellation fees may apply.

44. It is your responsibility to carefully review all booking confirmations, itineraries, tickets and other travel documentation and notify us of any errors or discrepancies. We will only be responsible for errors made by us that are notified to us within two (2) business days of the documentation being issued to you.

45. Air tickets, travel vouchers and other travel documentation will not be issued until payment in full for the Travel Arrangements has been received.

46. Travel documentation, including tickets, itineraries, vouchers and booking confirmations, will generally be issued electronically to the person who made the booking. It is your responsibility to ensure that all travellers receive and review the relevant travel documentation prior to departure.

FREQUENT FLYER PROGRAMS

47. Frequent flyer membership details should be provided at the time of booking. We do not guarantee the accrual, redemption or availability of frequent flyer points, status credits or other loyalty program benefits and accept no responsibility for any dispute relating to such programs.

TRAVEL ADVICE

48. We strongly recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) and review the Smartraveller website for the latest travel advice, safety information and entry requirements applicable to your destination. You may also register your travel plans with DFAT so that you can be contacted in an emergency.

49. If you request us to book Travel Arrangements to or within a destination that is subject to a DFAT travel advisory, you acknowledge that you have considered the risks associated with travelling to that destination. We accept no liability for your decision to travel to that destination or for any consequences arising from that decision.

50. You are responsible for complying with all laws, regulations and requirements applicable to the destinations you visit. We accept no responsibility for any penalties, fines, detention, deportation or other consequences arising from your failure to comply with such laws, regulations or requirements.

PASSPORTS, VISAS & HEALTH REQUIREMENTS

51. Passport, visa and entry requirements are your responsibility. It is a requirement that you hold a valid passport to depart Australia, and many countries require passports to have at least six (6) months validity beyond the date of entry, departure or return travel. Requirements may change without notice and it is your responsibility to ensure that you meet all applicable entry requirements.

52. Travel documentation, airline tickets and booking confirmations must accurately reflect the details shown on your passport or other required travel identification. Additional visa, transit, entry, exit or re-entry requirements may apply to travellers holding non-Australian passports or residency visas. It is your responsibility to ensure that you hold all necessary documentation, visas, permits and approvals required for your travel.

53. It is your responsibility to obtain any vaccinations, preventative medicines, medical clearances, health documentation, testing requirements or other requirements necessary for your travel. It is also your responsibility to ensure that you are in possession of all documentation required to comply with the laws, regulations and entry requirements of the destinations you intend to visit. We recommend that you consult your GP, specialist travel medical practitioner or other qualified medical professional at least eight (8) weeks prior to travel.

54. We will not be responsible for any loss, cost or expense you incur if you are denied boarding, denied entry, refused transit, detained, deported or otherwise affected because you do not possess the necessary documentation, approvals, visas, passports, vaccination records or other travel requirements.

55. Any information provided by us is provided in good faith and for guidance only. We do not warrant its completeness, accuracy or currency and you must make your own enquiries to satisfy yourself of all passport, visa, health, entry and other travel requirements. Where we provide assistance with visa applications or visa information, the ultimate responsibility for obtaining and holding the correct visa remains with you.

TRAVEL INSURANCE

56. We strongly encourage you to obtain adequate travel insurance for the duration of your travel. We recommend that you consider comprehensive travel insurance covering cancellation, medical expenses, luggage, travel delays and additional expenses.

57. The choice of insurer is entirely yours. We strongly recommend that travel insurance is purchased at the time you pay your deposit, as cancellation fees and charges may apply from that time.

58. You must read the relevant Financial Services Guide, Product Disclosure Statement and any other policy documentation before deciding whether to purchase a travel insurance product to ensure it is suitable for your needs, objectives and financial situation.

59. We make no representation regarding the suitability of any travel insurance product and recommend that you obtain independent advice if required.

60. If you have any pre-existing medical conditions, it is your responsibility to disclose them to the insurer prior to purchasing travel insurance. Acceptance of cover for pre-existing medical conditions is subject to the insurer’s assessment and additional premiums, exclusions or conditions may apply.

61. If you require assistance from us in relation to an insurance claim for a policy not purchased through Connected Travel, we reserve the right to charge an administration or service fee. Any applicable fee will be disclosed to you before becoming payable.

SPECIAL REQUESTS AND REQUIREMENTS

62. Any special requests or requirements, including dietary, medical, accessibility, mobility or other requirements, should be notified to us before Travel Arrangements are booked.

63. Whilst we will pass any special requests or requirements on to the relevant Travel Provider, we do not guarantee that such requests or requirements will be accommodated and accept no responsibility where a Travel Provider is unable or unwilling to do so.

64. Any special requests or requirements notified after Travel Arrangements have been booked may be treated by the Travel Provider as an amendment and additional charges may apply.

OUR LIABILITY

65. Australian Consumer Law and corresponding State and Territory legislation may imply consumer guarantees and other rights into consumer contracts that cannot be excluded, restricted or modified (“Consumer Guarantees”). Nothing in these Booking Conditions excludes, restricts or modifies any Consumer Guarantees or other rights that cannot lawfully be excluded. Except as required by law, we disclaim all warranties and guarantees.

66. To the fullest extent permitted by law:

(a) we are not liable, whether in contract, tort (including negligence), statute or otherwise, for any injury, loss, damage, delay, disappointment, inconvenience, additional expense or other claim arising directly or indirectly from the acts, omissions, failures or delays of any Travel Provider or other third party over whom we have no direct control; and (b) our liability to you for any claim arising out of the services provided by us is limited to resupplying the relevant services or paying the cost of having those services supplied again.

GENERAL

67. Travel arrangements involving travellers under the age of eighteen (18) may be subject to additional requirements imposed by Travel Providers, airlines, governments or border authorities. It is your responsibility to ensure that all necessary consents, approvals and documentation are obtained prior to travel.

68. These Booking Conditions and any contract between Connected Travel and you are governed by the laws of the State of Victoria, Australia. Any dispute arising in connection with these Booking Conditions will be subject to the non-exclusive jurisdiction of the courts of Victoria.

69. If any provision of these Booking Conditions is found to be invalid, illegal or unenforceable, that provision will be severed and the remainder of these Booking Conditions will continue in full force and effect.

70. Any personal information you provide to us will be collected, stored, used, disclosed and protected in accordance with the Australian Privacy Principles and our Privacy Policy, as updated from time to time and available on our website.

DEFINITIONS

“Advisory and Booking Services” means the services provided by us in relation to Travel Arrangements, including but not limited to:

(a) providing advice, recommendations and guidance regarding Travel Arrangements and Travel Providers that may be appropriate to your requirements; (b) researching, planning, designing and facilitating Travel Arrangements; (c) facilitating the purchase of Travel Arrangements from Travel Providers;

(d) liaising and negotiating with Travel Providers on your behalf; and
(e) providing a mechanism for you to pay for Travel Arrangements and related services.

“Advisory and Booking Service Fees” means any fees, charges or amounts payable to us for providing Advisory and Booking Services, where applicable, and as disclosed to you before becoming payable.

“Amendment Fees” means any fees or charges payable to us for endeavouring to arrange amendments to Travel Arrangements, where applicable, and as disclosed to you before becoming payable.

“Cancellation and Amendment Services” means the following services:

(a) endeavouring to arrange amendments to booked Travel Arrangements with Travel Providers;
(b) cancelling Travel Arrangements with Travel Providers; and
(c) processing any refunds, credits or supplier-issued travel credits due to you from Travel Providers.

“Connected Travel Advisor” means an employee, contractor, representative or independent travel advisor authorised by Connected Travel Pty Ltd to provide travel-related services.

“Extraordinary Circumstances Services” means assistance provided by us in relation to Travel Arrangements that are cancelled, disrupted or materially affected by Extraordinary and Unavoidable Circumstances, including liaising with Travel Providers, seeking refunds, credits, rebookings, alternative arrangements or other resolutions, and providing support to affected travellers.

“Extraordinary Circumstances Service Fees” means any fees or charges payable to us for providing Extraordinary Circumstances Services where such fees have been disclosed to you prior to becoming payable.

“Extraordinary and Unavoidable Circumstances” means circumstances pursuant to which 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 the reasonable control of Connected Travel and/or the Travel Provider.

“Travel Arrangements” means any travel products, services or arrangements booked through us to be supplied by a Travel Provider, including but not limited to flights, accommodation, transfers, rail travel, car hire, cruises, tours, activities, sightseeing, event tickets, travel insurance and ancillary travel products.

“Travel Provider” means any third party that contracts with you for the provision of Travel Arrangements, including but not limited to airlines, cruise lines, accommodation providers, wholesalers, tour operators, destination management companies, transport providers, insurers and other travel suppliers.

“Travel Provider Booking Conditions” means the booking conditions of a Travel Provider.

Last updated: June 2026