Payments, Postponements, Cancellations and General Booking Conditions
1. Definitions
Company means The Road Trip Oz Pty Ltd. All references to “we”, “our” and “us” refer to the Company.
Customer means the person or entity making a booking for a Trip and each person participating in that booking, subject to the authority and acceptance requirements below. References to “you” and “your” refer to the Customer.
Terms means these Terms and Conditions.
Trip means a private guided tour, self-drive tour or other Australian travel arrangements offered by the Company and described in your confirmed booking.
Third-party Supplier means an independent provider of services associated with a Trip, including an independent tour guide, driver-guide, transport operator, accommodation provider, vehicle-rental company or activity operator. Australian guiding services are provided by independent third-party providers rather than employees of the Company.
2. Acceptance of Terms and Conditions
2.1 You confirm that, by accepting your booking or paying a deposit after these Terms have been provided or made available to you, you agree to be bound by these Terms.
2.2 Where a person or entity makes a booking on behalf of others, that person or entity must have authority to accept these Terms on their behalf and bring these Terms to their attention. A parent or legal guardian must provide any necessary consent for a child’s participation.
2.3 The Company may update these Terms from time to time. The version accepted when you book applies to your booking unless a change is subsequently agreed with you or required by law.
2.4 A serious breach of these Terms may result in termination of your participation in the Trip. Where reasonably practicable, the Company will explain the breach and give you an opportunity to remedy it. Any deduction from payments will reflect reasonable losses and costs caused by the breach, account for savings and recoveries, and remain subject to clause 12.
3. Payments
3.1 A deposit of 30% of the total Trip price is required to start the reservation process and should accompany the completed booking form. The balance is payable 45 days before the Trip start date. For bookings made 45 days or fewer before the start date, full payment is required upon booking.
3.2 If the balance is not paid when due, the Company may treat the booking as cancelled after notifying you and giving you a reasonable opportunity to pay. Clause 4 will then apply.
3.3 All prices are quoted in Australian dollars (AUD) and include GST where applicable. Your proposal identifies the services included and any additional charges.
3.4 Currency conversion rates and charges applied by your bank or payment provider may result in differences between amounts paid and refunded in your home currency. Refunds are processed in AUD. The Company is not responsible for independently imposed bank or conversion charges except where reimbursement is required by law.
4. Cancellations, Refunds and Amendments
4.1 All cancellations must be received in writing. Subject to clause 4.2 and your rights under clause 12, if you cancel your Trip, payments will be refunded as follows:
a. 90 days or more before the Trip start date: 85% of the total Trip price will be refunded where full payment has been made. Where only the standard 30% deposit has been paid, 50% of that deposit will be refunded.
b. 46–89 days before the Trip start date: 70% of the total Trip price will be refunded where full payment has been made. Where only the standard 30% deposit has been paid, no standard refund applies.
c. 8–45 days before the Trip start date: 30% of the total Trip price will be refunded where full payment has been made. Where only the standard 30% deposit has been paid, no standard refund applies.
d. 7 days or fewer before the Trip start date: no standard refund applies.
e. After the Trip has commenced: no standard refund applies to arrangements you voluntarily choose not to use.
These conditions apply to cancellation by you for personal reasons. They do not remove a right to a refund or other remedy arising from a failure to supply services as required by law.
4.2 Cancellation deductions must be reasonable and lawful. The Company will take reasonable steps to minimise its losses and account for supplier refunds, costs saved and recoveries from reselling cancelled arrangements. A deduction will be reduced where it exceeds the Company’s reasonable cancellation losses and costs. We will explain the calculation on request.
4.3 Third-party Suppliers may apply their own cancellation conditions. Any additional supplier cancellation charges must have been disclosed and accepted before booking. The Company will not recover the same loss twice through its cancellation deduction and a supplier charge.
4.4 Where a Third-party Supplier cancels an inclusion, the Company will reasonably assist in arranging an alternative or obtaining any applicable refund. Refunds received for you will be passed on promptly. Any separate refund obligation owed by the Company remains unaffected and will not be delayed merely because a supplier has not reimbursed the Company.
4.5 If the Company cancels your Trip before it starts, you may transfer to an alternative departure, transfer to an alternative Trip subject to an agreed price difference, or receive a full refund of payments made to the Company for the cancelled Trip. You are not required to accept a credit or alternative Trip.
4.6 If you wish to amend your Trip after confirmation, an amendment fee of up to AUD $175 per booking, including GST where applicable, may apply, reflecting reasonable administration costs, together with applicable supplier amendment or cancellation charges. Amendments are subject to availability. Suppliers may treat an amendment as a cancellation. We will explain the charges and obtain your agreement before proceeding. No fee applies to correcting our error or providing a remedy required by law.
4.7 The Company does its best to ensure connections, transfers and other Trip arrangements run smoothly. Flight cancellations, weather, road closures, mechanical breakdowns and other unforeseen circumstances may nevertheless affect your Trip. Changes will be handled under clause 5. Events outside the Company’s control do not automatically remove your refund rights or other rights under applicable law.
5. Alterations and Final Decisions
5.1 The Company strives to maintain the Trip as confirmed. Conditions beyond its reasonable control or genuine safety concerns may require changes to the itinerary, substitution of accommodation or omission or substitution of activities. Decisions will be made reasonably, and you will be notified as soon as practicable.
5.2 Where possible, substitutes will be of a comparable standard. If a change materially reduces the quality or value of the Trip, we will discuss suitable alternatives, an appropriate price adjustment or cancellation of the affected arrangements with a refund for services not provided. Your additional legal rights remain unaffected.
5.3 Additional charges for changed arrangements must be explained and agreed before they are incurred, except where immediate action is reasonably necessary for emergency assistance and the charge is otherwise lawful.
6. Third-Party Suppliers and Independent Guides
6.1 Third-party Suppliers provide guiding, transport, activities, accommodation and other services in accordance with their own applicable terms and conditions. Relevant terms, including material cancellation charges and participation requirements, will be made available before you commit to those arrangements. You may be required to accept a separate supplier agreement.
6.2 Guides and driver-guides engaged for Australian Trips are independent third-party providers and are not employees of the Company. They are responsible for their own conduct and for performing their guiding services safely, competently and in accordance with applicable law.
6.3 The Company does not accept liability for the acts, omissions, negligence or misconduct of an independent guide or other Third-party Supplier, except to the extent that the Company is responsible under applicable law or the loss results from the Company’s own breach of contract, negligence or other wrongful conduct. This exclusion does not remove responsibility for services the Company has itself undertaken to supply or any obligation that cannot lawfully be excluded.
6.4 The Company’s coordination of a booking, collection of payment or inclusion of a supplier’s services in an itinerary does not make that supplier an employee. Those arrangements do not, however, determine or exclude any responsibility the Company has under the booking or applicable law.
6.5 The Company is not responsible for arrangements you make independently before, during or after the Trip, including accommodation, flights, activities and travel insurance, merely because it has made a recommendation or referral. Changes or cancellation of the Trip do not automatically entitle you to reimbursement for those separate arrangements. This does not exclude compensation or other remedies for which the Company is legally responsible.
6.6 Optional activities not included in your confirmed booking may not be available at all times and are subject to supplier prices and conditions. Their availability and price are not guaranteed before confirmation. Changes to confirmed inclusions are governed by clause 5.
6.7 Self-drive Customers must comply with the rental provider’s disclosed requirements, including driver eligibility, licences, security deposits, insurance excesses and permitted vehicle use. These requirements will be made available before booking.
7. Postponements and Transferring Your Trip
7.1 We understand that postponements are sometimes necessary. Requests will be reviewed individually and are subject to availability and supplier conditions. Reasonable administration charges and differences in the cost of Trip inclusions may apply. We will explain these costs and obtain your agreement before making changes.
7.2 Requests to substitute travellers will be reviewed individually and may require supplier approval. Reasonable administration and supplier charges, together with any price difference, may apply. Substitute travellers must meet the relevant participation requirements and accept these Terms.
7.3 If a requested postponement or transfer cannot be arranged and you choose to cancel, clause 4 applies.
8. Customer Acknowledgements
8.1 All individuals participating in a Trip must be named at the time of booking.
8.2 You agree to be at the departure point at the agreed time. If you miss the departure through your own fault, reasonable additional costs of joining the Trip will be your responsibility.
8.3 You are responsible for taking reasonable care of your belongings. The Company does not provide personal-property insurance. This does not exclude liability where the Company is legally responsible for loss or damage.
8.4 The Company strongly recommends comprehensive travel insurance from the time of booking, including suitable cancellation, medical, evacuation, repatriation, baggage and activity cover. You are responsible for checking its suitability. Your insurance arrangements do not reduce the Company’s legal obligations.
8.5 You are responsible for obtaining the passports, visas, entry permissions and other documents required for your journey, including transit requirements. The Company is not responsible for disruption caused by your failure to obtain those documents except where the Company is legally responsible.
8.6 Before booking, you must disclose relevant health, mobility, accessibility, allergy or dietary requirements so we can discuss suitability and available arrangements. You should seek medical advice where necessary and carry essential medication.
8.7 You agree to:
a. interact respectfully with Company personnel, independent guides, other suppliers, Customers and members of the public;
b. refrain from threatening, abusive, unlawful or unsafe behaviour;
c. avoid serious disruption to the Trip; and
d. comply with lawful and reasonable safety instructions.
8.8 If the Company or the relevant supplier reasonably determines that your behaviour poses a serious safety risk or causes serious disruption, participation may be restricted or terminated. Where practicable, a warning and opportunity to address the behaviour will be given. Immediate action may be taken where necessary for safety.
8.9 Any deduction from payments following removal will reflect reasonable losses and costs, account for savings and recoveries, and comply with applicable law. You may be responsible for reasonable onward arrangements caused by your conduct. Removal does not automatically result in forfeiture of all payments.
9. Images, Descriptions and Itineraries
9.1 Photographs, videos and other visual content in itineraries, brochures, websites and promotional materials generally convey the style, category and experience of accommodation, activities, vehicles and equipment. Unless expressly confirmed, they may not depict the exact room, view, bedding configuration, furnishings, facilities, guide or vehicle supplied.
9.2 Suppliers may renovate or modify rooms, facilities, equipment and experiences. Any material change to a confirmed inclusion will be handled under clause 5.
9.3 Your confirmed itinerary records the services and features agreed for your booking. Please identify essential requirements before booking. This section does not permit misleading descriptions or remove responsibility for providing expressly agreed features.
10. Assumption of Risk and Indemnity
10.1 You acknowledge that travel and outdoor activities involve inherent risks, dangers and hazards, including variable weather, uneven terrain, wildlife, physical exertion and transport risks. These may involve injury, illness, property damage or, in serious cases, death. Not every inherent risk can be listed in these Terms.
10.2 You agree to consider your suitability for the included activities, communicate relevant concerns and comply with reasonable safety instructions. Activities you independently arrange during free time are your responsibility, subject to any legal responsibility of the Company.
10.3 In an emergency, the Company or relevant supplier may reasonably assist in obtaining medical care or transport. Where you cannot consent, assistance will be arranged in accordance with applicable law and medical advice. You are responsible for associated costs except to the extent another person is legally responsible or insurance covers them.
10.4 To the extent permitted by law, you agree to indemnify the Company for reasonable loss, damage or expense directly caused by your negligent, fraudulent, deliberate or unlawful acts or omissions, including damage you cause to property. This indemnity does not cover loss attributable to the Company’s own acts or omissions or those of persons for whom it is legally responsible. The Company must take reasonable steps to minimise its loss.
10.5 Where a booking includes a child, a parent or legal guardian must authorise participation, disclose relevant requirements and arrange appropriate adult supervision. Nothing in these Terms waives a child’s rights that cannot lawfully be waived.
10.6 A supplier may require a separate activity-specific risk acknowledgement or waiver. These Terms do not themselves create a blanket waiver of claims for negligence, personal injury or death. All provisions of this section are subject to clause 12.
11. Liability
11.1 The Company is responsible for performing the obligations it undertakes in your booking with due care and skill and in accordance with applicable law.
11.2 Liability for the acts or omissions of independent guides and other Third-party Suppliers is addressed in clause 6. Their independent status does not exclude any liability imposed on the Company by law.
11.3 The Company does not assume responsibility for loss caused solely by independently arranged services, your own conduct or events for which it has no contractual or legal responsibility.
11.4 Liability will take account of the extent to which a Customer contributed to the relevant loss, as permitted by law. Both parties must take reasonable steps to minimise loss.
11.5 Please notify the Company promptly of a problem so it has a reasonable opportunity to assist. This does not impose a shorter period for bringing a claim than applicable law allows.
11.6 Nothing in this section limits compensation or other remedies available under clause 12.
12. Statutory Protections — Australian Law
12.1 These Terms are subject to the Australian Consumer Law in Schedule 2 to the Competition and Consumer Act 2010 (Cth), as applied by relevant Commonwealth, state and territory legislation, including the Australian Consumer Law and Fair Trading Act 2012 (Vic).
12.2 Nothing in these Terms excludes, restricts or modifies a consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.
12.3 Depending on the circumstances, a failure to meet applicable consumer guarantees may entitle you to correction of a service, cancellation, a refund or compensation for reasonably foreseeable loss. These rights apply despite any cancellation, supplier or liability provision in these Terms.
13. General Matters
13.1 The Company will seek separate permission before using identifiable photographs or videos of Customers for marketing or promotional purposes. Appropriate parental or guardian permission will be obtained for children.
13.2 Questions or complaints should be directed to your booking contact or [email protected]. We will consider complaints fairly and respond within a reasonable time. This does not prevent you from approaching a regulator or exercising a legal right.
14. Severability
14.1 If a provision of these Terms is unlawful or unenforceable, it will be severed to the extent necessary. The remaining provisions will continue to operate so far as they can do so lawfully.
15. Governing Law and Jurisdiction
15.1 These Terms and your booking with The Road Trip Oz Pty Ltd are governed by the laws of Victoria, Australia, and applicable Commonwealth laws of Australia.
15.2 Subject to any mandatory legal rights, the parties submit to the exclusive jurisdiction of the courts of Victoria and the Commonwealth courts competent to hear the dispute, and courts hearing appeals from those courts.
15.3 Nothing in this clause excludes mandatory consumer protections or a right to bring a claim before another court or tribunal where that right cannot lawfully be excluded.
Privacy Policy — The Road Trip Oz Pty Ltd
Last updated: 16/9/26
1. Introduction
1.1 The Road Trip Oz Pty Ltd (“we”, “us”, “our”) respects your privacy. This policy explains how we collect, hold, use and disclose personal information when you enquire about or book our Australian travel services, visit our website or otherwise deal with us.
1.2 We comply with Australian privacy laws applicable to our business, including the Privacy Act 1988 (Cth) and Australian Privacy Principles where applicable, and relevant requirements of the Health Records Act 2001 (Vic).
1.3 This policy describes our practices; it does not remove your legal rights or constitute blanket consent to the handling of your information. Where consent is required, we will seek it separately.
2. Information We Collect
2.1 We collect information reasonably necessary for our services and business activities. Depending on your dealings with us, this may include:
- Your name, contact details and booking correspondence.
- Traveller names, ages or dates of birth where required, emergency contacts and travel preferences.
- Itinerary, accommodation, activity and transport requirements.
- Identification or driving-licence details where required for a particular booking.
- Payment, billing and transaction information.
- Relevant health, allergy, dietary, mobility or accessibility information.
- Website usage information, such as IP address, browser details and interactions with our website.
2.2 Health information and some dietary or accessibility information may be sensitive information. We collect it only where reasonably necessary and with your consent, unless collection is otherwise permitted or required by law.
2.3 You may make general enquiries anonymously or using a pseudonym where practicable. We usually need accurate identifying information to arrange a booking. Without necessary information, we may be unable to provide a requested service or meet a particular requirement.
3. How We Collect Information
3.1 We usually collect information directly from you through enquiries, booking forms, emails, telephone conversations and other communications.
3.2 We may also receive relevant information from a person booking on your behalf, an authorised travel agent, suppliers, payment providers or someone assisting you in an emergency.
3.3 If you provide information about another traveller, you must have appropriate authority, make this policy available to them and obtain any consent required for sharing sensitive information. We may seek confirmation directly from that traveller or their parent or guardian.
3.4 Where required, we will provide a collection notice explaining the purpose of collection, relevant disclosures and the consequences of not providing the information.
4. How We Use and Disclose Information
4.1 We use personal information to prepare proposals, arrange and manage bookings, communicate with you, process payments, accommodate agreed requirements, respond to complaints, improve our services and meet legal obligations.
4.2 Where reasonably necessary for these purposes, we may disclose relevant information to:
- Accommodation providers, guides, activity operators, transport and vehicle-rental providers.
- Providers of booking, itinerary, payment, email, customer-management, website and data-storage services.
- Personnel and contractors authorised to support our operations.
- Professional advisers, insurers, emergency services or authorities where appropriate and lawful.
4.3 We limit disclosures to information relevant to the purpose. Sensitive information is used or disclosed with appropriate consent or as otherwise permitted or required by law.
4.4 We may also use or disclose information to establish or defend legal claims, comply with legal requirements or facilitate a business sale or restructure, subject to appropriate confidentiality safeguards and applicable law.
4.5 Sharing between The Road Trip businesses, The Road Trip Oz Pty Ltd and The Road Trip Limited, our New Zealand business, operate together under The Road Trip brand but are separate legal entities. Information you provide when enquiring, requesting information or booking with The Road Trip Oz Pty Ltd is shared with The Road Trip Limited in New Zealand to support our shared enquiry handling, booking administration and customer service.
This may include your contact details, correspondence, travel preferences and relevant booking information. Access is limited to personnel who need the information for these purposes. Health and other sensitive information is shared only where necessary and with appropriate consent or another lawful basis.
Where your marketing consent covers both businesses, your contact details and preferences may also be shared to send you information about our Australian and New Zealand travel services. You can unsubscribe from marketing at any time.
5. Overseas Handling
5.1 Some service providers or authorised support personnel may store or access personal information outside Australia.
5.2 The countries in which overseas recipients are likely to be located is the USA.
5.3 Where information is disclosed overseas, we will take the steps required by applicable Australian privacy law to protect it, including reasonable steps to ensure appropriate handling by overseas recipients unless a lawful exception applies.
5.4 Any applicable requirements for transferring health information outside Victoria will also be observed.
6. Marketing and Website Technologies
6.1 We may send relevant marketing communications where we have your consent or are otherwise permitted by law. You can opt out using the unsubscribe facility or by contacting us. Email and SMS unsubscribe requests will be actioned within five working days.
6.2 Opting out of marketing does not prevent us from sending information necessary to manage an enquiry or existing booking.
6.3 Our website uses essential cookies, preference cookies and visitor analytics. These technologies may collect device identifiers and information about website interactions.
6.4 You can manage cookies through your browser and any controls provided on our website. Disabling some cookies may affect functionality.
6.5 Third-party websites linked from our website have their own privacy practices. Please review their policies before providing information.
7. Security and Retention
7.1 We take reasonable technical and organisational steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure. Access is limited to people who reasonably need it for their work.
7.2 We retain information for as long as reasonably necessary for the purposes for which it was collected, including applicable recordkeeping requirements and the management of legal claims. When no longer required, we take reasonable steps to destroy or de-identify it, subject to legal retention obligations.
7.3 If a data breach occurs, we will assess and respond to it and notify affected individuals and relevant regulators where required by applicable law.
8. Access and Correction
8.1 You may contact us to request access to personal information we hold about you or correction of information that is inaccurate, outdated, incomplete, irrelevant or misleading. We may reasonably verify your identity before responding.
8.2 We will respond within applicable legal timeframes, generally within 30 days. We do not charge for making an access request or requesting or making a correction. If a lawful, reasonable charge applies to providing access, we will explain it beforehand.
8.3 If we refuse a request, we will explain the reasons, unless the law prevents us from doing so, and the available complaint options. If we decline a correction, you may ask us to associate a statement of the requested correction with the information.
9. Questions and Complaints
9.1 Please direct privacy enquiries, access or correction requests and complaints to:
Privacy Contact — The Road Trip Oz Pty Ltd
Email: [email protected]
9.2 Please describe your concern and the outcome you are seeking. We will acknowledge your complaint, investigate and aim to respond within 30 days. If more time is needed, we will explain why and provide an expected response date.
9.3 If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au, where your complaint falls within its jurisdiction. Complaints concerning health information may also be directed to the Victorian Health Complaints Commissioner.
10. Changes to This Policy
10.1 We may update this policy to reflect changes to our practices or legal requirements. The current version and its update date will appear on this page.
10.2 Updating this policy does not itself authorise a new use of previously collected information. We will provide further notice or obtain consent where required by law.
