Book An Escape

Terms & Conditions

These Booking Terms & Conditions, together with our Privacy Policy and any other written information we have communicated to you before confirming your booking, form the basis of your contract with Wonderlust Group Pty Ltd (ABN 16656929332), with our registered location of operation as the Gold Coast, Queensland, Australia and to whom will be referred in this document as “we”, “us”, or our”.

In these Booking Terms & Conditions, references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.

By engaging our travel planning and management services, you agree that:

  1. You are 18 years of age or older at the time of booking.
  2. You have read and understood these Terms & Conditions, and agree to be bound by them.
  3. You consent to our use of information in accordance with our Privacy Policy.
  4. You do not have any criminal convictions that would make you ineligible for required visas or entry permits when booking this trip. If unsure, please contact us first.
  5. You have disclosed any physical, medical, or other conditions that may affect your participation, comfort, or safety on this trip. If you do not disclose physical, medical or other significant conditions during the booking process, you will be considered as fit and healthy. If you later advise us about conditions that affect your ability to travel, you acknowledge that the standard change and/or cancellation terms will apply.

 

BOOKING AND PAYING FOR A HOLIDAY

Service Fee Deposit:

We require all customers to complete our online booking questionnaire and confirm their booking with a non-refundable deposit of $330.00 for local weekend escapes (2-3 nights), and $880.00 for domestic and international travel (4+ nights). Our team spends a great amount of time and care to understand your unique needs and preferences, and create your personalised itinerary accordingly. This deposit ensures that a) we are prioritising customers who are serious about holidaying with us, b) we are not limited by commission rates paid by suppliers and can prioritise our customers’ experience above all else, and c) we mitigate our losses in the event that a customer fails to respond to our communication to finalise their escape.

Quote Validity:

Once we have received your questionnaire responses, our team of Travel Specialists will create personalised holiday itinerary and provide you with a quote for one or two package options for your consideration and approval. All quotes are valid only at the time of sending, and are subject to change based on fluctuations in airline fares, car hire pricing and supplier availability.

Supplier Limitations:

We endeavour to work within the budget requirements set by you. If we cannot find an escape for you within you budget and/or for the dates specified, we will let you know and work with you to find a suitable alternative. Please note that many of our accommodation partners book out two months or more in advance. If your requested travel dates are within 30 days of your booking request, we cannot guarantee that we will find a suitable escape for you and may have to adjust your travel dates.

Payment Requirements:

We provide all pricing in AUD only. Once your holiday quote is finalised, a minimum payment of 50% of the total price is due immediately on invoice to secure. Payment can be made via direct deposit to our trust account, by debit or credit card via our secure payment portal, or by zero-interest instalments on application through TravelPay Later powered by Latitude Financial. If there is a delay in receiving payment, we may need to reprice and requote your holiday to reflect any rate changes. The remaining balance is due 60 days prior to your departure date. If you are booking within 60 days of your holiday, full payment is required upfront.

Receiving Your Itinerary:

You will receive your detailed itinerary seven days prior to departure, inclusive of flight tickets, car hire vouchers and any tickets or confirmation documents required. On the rare occasion you require any amendments or additions to your itinerary, please ensure you contact your travel coordinator within 24 hours of receiving your itinerary to allow enough time for us to assist you. If we do not hear from you, we will assume you are satisfied with your itinerary.

 

CANCELLATIONS, AMENDMENTS AND REFUNDS

We coordinate the components of your holiday with multiple different partners and suppliers, each with their own individual cancellation policies, refund policies and required notice periods. For this reason, we ask for as much notice as possible for any date amendments, postponements, or cancellations.

Amendment Policy:

If you need to amend your travel dates or passenger details after payment has been paid and your booking has been confirmed, we will amend your booking free of charge for the first change. A change fee of $55 per passenger applies for each additional amendment.

We cannot guarantee that we will be able to meet your requested change, due to external supplier availability. Where we can meet your request, we will confirm the new travel dates and additional costs (including our change fee, supplier change fees and differences in fares or pricing) with you, before confirming with our suppliers. If you have paid for your escape in full, we will issue an adjustment invoice for the additional cost – due immediately. If you are still to pay the remaining balance of the cost of your escape, we will include the additional cost with your final invoice.

Cancellation Policy:

In the event a cancellation is required, you may choose to either a) rebook your holiday to a later date, or b) hold the value of payments made in credit until you are ready to select new dates. Travel must be completed within 12 months of your original travel dates. All cancellations are subject to the Cancellation Policies of our external suppliers, and may incur additional cancellation or change fees.

Cancellation requests must be made at least 33 days prior to your scheduled departure date.

Cancellations made less than 33 days prior to your scheduled departure date may result in forfeiture of your booking. We will do our best to mitigate this, however we are bound by supplier policy and cannot guarantee any result.

Cancellations made within 48 hours of departure are subject to a cancellation fee of 100% of the booking value.

Refund Policy:

Under extreme circumstances, a refund can be requested and granted at our discretion. In this instance, we will coordinate the cancellation of your booking and processing of a refund from each individual supplier on your behalf, in alignment with their respective cancellation and refund policies. Any cancellation fees will be deducted from the total amount you have paid to us, and the balance will be refunded to you. If you made payment via direct deposit, your refund will be returned to your nominated bank account. If you made payment via debit or credit card, or with TravelPay Later powered by Latitude Financial, your refund will be returned to the same card. Please note, in addition to our suppliers, we charge a cancellation fee of $250. Refunds may take up to 3 weeks to process. Refunds of airfares, where applicable, can take up to three months to be processed by the airline before we can return the funds to you.

Cutting Your Trip Short:

If you are forced to return home early due to unforeseen circumstances, we cannot guarantee a credit or refund of the cost of any services you have not used, and we are not be liable for any compensation or associated costs you may incur. We will assist you with making alternative travel arrangements where possible. For this reason, we recommend purchasing a travel insurance policy to protect against any losses you may incur.

Transfer of Booking:

If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:

  1. That person is introduced by you and satisfies all the eligibility conditions & requirements applicable to the booking;
  2. You pay any outstanding balance payment, as well as any additional fees, charges or other costs arising from the transfer; and
  3. The transferee agrees to our Booking Terms and Conditions, Privacy Policy and all other conditions of engaging in our services.

You and the transferee remain jointly and severally liable for payment of all sums due.

Changes or Cancellations by External Suppliers:

Given the nature of the travel industry, particularly post-pandemic, your holiday may be subject to unavoidable changes, amendments, adjustments or cancellations made by external suppliers with short notice. We will assist and support you, and act on your behalf and in your best interests should any issues arise. You accept, understand and acknowledge however, that such unavoidable changes or cancellations are out of our control, and that we are not liable or responsible for any losses incurred.

Unavoidable and Extraordinary Circumstances:

You accept and acknowledge that we are not liable or required to pay you compensation if you, or our services to you, are affected by “unavoidable and extraordinary circumstances”, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease (including Covid19 & variants thereof) at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport and all similar events outside our or the relevant supplier’s control. If, in the event of “unavoidable and extraordinary circumstances”, your holiday cannot proceed as planned, we will assist and support you to the best of our ability. You accept, understand and acknowledge however, that such unavoidable and extraordinary circumstances are out of our control, and that as an intermediary service, we are not liable or responsible for any losses incurred by such events.

 

INSURANCE

We recommend that all customers obtain adequate travel insurance when booking domestic and/or international travel. We can assist you with this process by providing you with information about our insurance products and issuing an insurance quote at your request.

We are legally prohibited from advising you on the best policy for your requirements. It is your responsibility to ensure you have read and understood the Product Disclosure Statement and all material pertaining to all insurance quotes issued, before agreeing to and paying for your policy. You must be satisfied that your insurance provides adequate coverage for your personal requirements, including cancellation, medical expenses, injury and illness, theft or lost items, COVID-19, etc.

You acknowledge and accept that we provide an intermediary service and thus are not liable for:

  1. Any losses you incur as a result of amendments or cancellations made by you or made by our suppliers;
  2. Any losses you incur before, during or after your escape; or
  3. Any losses you incur if your chosen insurance policy fails to provide you with adequate cover.

 

PASSPORT AND VISAS 

It is your responsibility to obtain accurate information and to have in your possession all the required documentation and identification required for entry to, departure from and travel within each country or region you visit. This includes a valid passport, all travel documents required by the relevant governmental authorities, visas, permits and certificates (including but not limited to vaccination or medical certificates) and insurance policies. Your passport must be valid for 6 months after the date of return to Australia. You accept full responsibility for obtaining all such documents, visas and permits prior to the start of the trips, and acknowledge that you are solely responsible for the full amount of costs incurred as a result of missing or defective documentation. You agree to compensate us for the full amount of any loss or expense incurred by us that is a direct result of your failure to secure or be in possession of proper travel documentation.

Up to date travel advice can be obtained from the Department of Foreign Affairs & Trade. Visit www.smartraveller.gov.au.

 

ACCEPTANCE OF RISK

You accept and agree to the following:

  1. Due to the nature of travel, there are certain dangers and risks inherent in the performance of the trip, some of which may include the possibility of extreme weather, discomfort, disease, physical exertion, injury, death, loss of or damage to property, remoteness from normal medical services and evacuation difficulties if you are injured.
  2. Many third-party suppliers may be involved in your holiday, and it is not possible for us to be responsible for events or the actions or failures of people and organisations external to our company and over which we have no control. No claim can be made against us in such circumstances.
  3. We are not liable or responsible for the activities you choose to participate in during your escape, nor the physical, mental, emotional or financial impact, suffering or loss that may occur as a result of your choice to participate in such activities.

 

CONDITIONS OF SUPPLIERS

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions, which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you. For some products or services that we offer, we may receive fees, commissions or financial incentives from third parties under this contract.

 

PROMPT ASSISTANCE

If you require non-urgent, non-emergency and non-medical assistance while on your escape, our team will assist and support you with finding a solution, coordinating with our partners and suppliers, and/or providing suitable alternatives (subject to additional costs where applicable).

If you are in a life-threatening or emergency situation within Australia, please call 000 and contact our team when it is safe for you to do so.

If you are in a life-threating or emergency situation in a foreign country, please call the emergency line within that country and contact our team when it is safe for you to do so.

 

JURISDICTION AND APPLICABLE LAW

These Booking Terms & Conditions, and any agreement to which they apply, are governed in all respects firstly by the state of Queensland law or otherwise Australian law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of Australia only.

 

This document wast last updated on March 25, 2023.