Booking and Advisory Services - Terms and Conditions

WHAT WE PROVIDE TO YOU

1.     We provide you with Booking & Advisory Services that allow you to acquire a Travel Product from a Third Party Travel Provider. We act as agent for the Third Party Travel Provider.

2.     By acquiring Booking & Advisory Services from us, you agree that you have read and understood both these terms and conditions and the terms and conditions of the Third Party Travel Provider relating to the Travel Product.

3.     You pay us for providing the Booking & Advisory Services to you.

WHAT THE THIRD PARTY TRAVEL PROVIDER PROVIDES TO YOU

4.     Once you have acquired Booking & Advisory Services from us, the Third Party Travel Provider will provide you with the Travel Product on terms and conditions agreed between you and the Third Party Travel Provider.

5.     These terms and conditions are available from the Third Party Travel Provider and may include rules and restrictions about the use and availability of products and services, refund and cancellation policies and the limitation or exclusion of liability for death, personal injury, delay and loss or damage to baggage.

6.     Travel tips relating to Travel Products are set out in the Annexure to these terms and conditions but you should obtain and read all of the Third Party Travel Provider's terms and conditions before acquiring Booking & Advisory Services from us.

7.     You pay the Third Party Travel Provider for providing the Travel Product to you.

8.     We do not (and cannot) provide you with the Travel Product and you do not pay us for acquiring the Travel Product. We also do not act as your agent when you acquire Booking & Advisory Services from us or a Travel Product from a Third Party Travel Provider or when you seek a refund from the Third Party Travel Provider. 

WE ARE LIABLE TO YOU FOR BOOKING & ADVISORY SERVICES

9.     Because we provide you with Booking & Advisory Services and you pay us for acquiring Booking & Advisory Services, we are liable to you in accordance with these terms and conditions for breaching our obligations in providing the Booking & Advisory Services to you.

10.  Subject to the application of consumer guarantees which may be implied into the supply of Booking & Advisory Services to you, we are not otherwise liable to you or anyone else (including for negligence, breach of contract or tort) for any loss or damage (including specific, direct, indirect, consequential, economic loss, incidental damages, lost profits or savings or damages for disappointment) which is suffered directly or indirectly in connection with the:

a.     use of (or inability to use) this Website or any linked website;

b.    disruption to this Website;

c.     the delivery or non-delivery of the Travel Product; or

d.    any act or omission of Third Party Travel Providers or other third parties.

11.  Nothing in these terms and conditions is intended to exclude or restrict the application of consumer guarantees under consumer protection laws but we do not give any guarantee or warranty and do not make any representation of any kind, express or implied, with respect to use of this Website or the Booking & Advisory Services supplied by us outside these laws.

12.  All information on this Website relating to a Travel Product or a Third Party Travel Provider is provided by Third Party Travel Providers or other independent third parties. We are not responsible for and make no warranty or representation about such information including the standard, class, or description of accommodation or services provided by Third Party Travel Providers.

THE THIRD PARTY TRAVEL PROVIDER IS LIABLE TO YOU FOR THE TRAVEL PRODUCT

13.  As agent for the Third Party Travel Provider, we are not liable to you for a breach of obligations by the Third Party Travel Provider in providing you with a Travel Product.

14.  The Third Party Travel Provider is liable to you for a breach of obligations in providing you with the Travel Product.

MERCHANT/RETAIL TRAVEL PRODUCTS

15.  We sell Travel Products in two different ways:

i.        as merchant where we take payment directly from you at the time of booking confirmation; and

ii.        as retail where your Travel Product will either be paid to the Third Party Travel Provider directly at the time of booking confirmation or payable to the Third Party Travel Provider on the date of your trip. You will be advised of all such amounts during the booking process.

BOOKING AND PAYMENT TERMS

16.  The Travel Products offered are subject to availability and can be withdrawn without notice by the Third Party Travel Provider. Travel Products may also change at any time in accordance with the terms and conditions you agree with the Third Party Travel Provider.

17.  When making an online booking, you must enter details of each traveller correctly and according to their passport or other identification document. Some Third Party Travel Providers will deny carriage if the traveller's name varies from their booking and may cancel automatically if the traveller's name is amended. We have no responsibility for any loss or damage arising from the incorrect entry of a traveller's name or as a result of the Third Party Travel Provider's policies.

18.  It is your responsibility to ensure that all details of the booking are correct before proceeding.

19.  Travel Products are not guaranteed until payment has been made in full and documents have been processed.

20.  It is your responsibility to contact the Third Party Travel Provider prior to departure to ensure there is no change to the scheduled departure time.

21.  Most airlines offer only electronic confirmation of your reservation, or 'e-ticketing', on certain routes. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number after making a booking. It is your responsibility to advise us if you have not received your e-ticket confirmation.

22.  All pricing on this Website is reflected in Australian Dollars unless otherwise specifically denoted on the screen.

23.  All pricing on this Website is inclusive of goods and services tax (GST), or other such value added taxes where applicable.

24.  Payments processed in foreign currency (currency other than the original card holders country of issue), may incur a currency conversion fee. Please refer to your financial institution for applicable fees.

25.  Payment for Travel Products may be processed directly by our service provider or the Third Party Travel Provider. As a result, your bank statements may display these third party names instead of TWCT Group.

26.  An additional fee applies to amounts paid by credit card (1.8% for Visa and Mastercard and 3% for American Express).

27.  All charges, including the credit card fees, may be in another currency (eg EUR), which we will provide an estimate for in Australian dollars. The actual amount charged may vary due to differing exchange rates.


DISPATCH & DELIVERY


Upon receipt of your order, we will provide you with an email and tax invoice for processing. Once full payment has been received, we will confirm your itinerary via email. Any e-tickets and/or travel vouchers will be issued via email or hard-copy (if requested) as soon as they are available from the Third Party Travel Provider. 


ADDITIONAL AIRLINE CHARGES

28.  Some Third Party Travel Providers may also charge additional fees for in-flight food and drink. Please check with the Third Party Travel Provider for full terms and conditions. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. Full details of each carrier's baggage policy and any applicable fees can be found when making your reservation by clicking on checked baggage or airline fees.

HOTEL/ACCOMMODATION BOOKINGS

29.  Some Third Party Travel Providers will require an additional charge to be paid locally (e.g. a resort fee) at the time of check in or check out. Please note this amount is in addition to the amount shown during the booking process under the 'total booking cost' amount. If applicable, such amount will be estimated on the trip details page in the 'pricing summary section.'

30.  There may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking e.g. local taxes, sales tax etc. Any local taxes will be payable by you directly to the Third Party Travel Provider at the time of check-in/checkout.

31.  Where we are unable to confirm the initial requested Travel Product, we will call or email you to inform you of the details of alternative Travel Products or lack of availability. At that time you will have the option to accept the alternative Travel Product or get a refund of the total monies paid to us by you for your original booking.

32.  We recommend you read the detailed description of the Travel Product including other applicable policies. For example, you must be at least 21 years old to check into a Las Vegas hotel.

CHANGES IN PRICE AND ITINERARIES FOR TRAVEL PRODUCTS

33.  Prices for Travel Products are provided as a guide only and may vary due to peak demand periods, changes in surcharges, fees or taxes or currency fluctuations.

34.  You should check all prices for Travel Products with us before acquiring Booking & Advisory Services. The Third Party Travel Provider may change the price of your Travel Product at any time up to your departure if any new surcharges, fees or taxes are introduced or if any existing surcharges, fees or taxes are varied, even after you have paid all of the quoted price for your Travel Product.

35.  In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your reservation, even if it was automatically confirmed on our Website. You will be informed of this as soon as possible, to allow you to make a reservation at the correct price, if you wish to. In any case, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous reservation which has been cancelled.

36.  We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you using the email address you provided at the time of booking or your bank. In the event we are not able to contact you or your bank, we may cancel your booking with no liability whatsoever. In the unlikely event that your booking has to be cancelled, a full refund will be made of all monies previously paid to us to the person(s) who originally paid for the booking.

37.  If a Third Party Travel Provider changes any part of your booking for reasons beyond its control, for example, if a Third Party Travel Provider changes its schedules, overbooks, or if there are any changes in applicable surcharges, fees or taxes, we will use our reasonable endeavours to notify you. If any such changes result in your Travel Product costing more or otherwise being materially different, then you may cancel the Travel Product and we will refund any monies already paid less any fees charged by us under these terms and conditions and by the Third Party Travel Providers under the terms and conditions you agreed with them.

38.  Please note that it is the passengers' responsibility to re-confirm all flight departure times with the relevant airline/s prior to departure. Whilst we will endeavour to send e-mail notification of any changes to the original itinerary, we will not be liable for any costs incurred as a result of passengers missing any flight due to not having re-checked the itinerary prior to departure.

REFUNDS

39.  We will not provide you with a refund for the Booking & Advisory Services (including credit card fees) if the Travel Product is not used.

40.  Refunds for Travel Products are subject to the terms and conditions that you agreed with the Third Party Travel Provider.

41.  If the Third Party Travel Provider is required to provide you with a refund for the Travel Product, we will provide you with a refund subject to these terms and conditions including the application of any cancellation fees.

42.  Where refunds for unused services are allowed, a service fee may be charged by the Third Party Travel Provider against the value of the refund.  Please ensure that, when requesting a refund, you enclose copies of all relevant documentation.

43.  Please note that most airlines can take 60 – 90 days to process any refund.

NO SHOW

44.  If you have a booking for a Travel Product, (including flights and accommodation) but you do not show up to check-in or otherwise do not avail yourself of such Travel Product, you will not be entitled to any refund from us. However, you may be entitled to a refund of any departure tax you may have paid for your flight (excluding low cost flights).

CANCELLATION AND AMENDMENTS

45.  The Third Party Travel Provider may charge cancellation and amendment fees in accordance with the terms and conditions agreed between you and the Third Party Travel Provider.

46.  You must call our Customer Service Team to change or cancel your booking. All changes are subject to availability, limitations and restrictions of the relevant Third Party Travel Provider.

47.  Most Third Party Travel Providers treat name changes and route and/or itinerary alterations as FULL CANCELLATION and can incur full cancellation charges.

48.  The refundable portion of your purchase price (if any) will be refunded to you and to the extent we are refunded by the Third Party Travel Provider, we will pass this refund to you.

49.  We will not charge a cancellation or amendment fee if:

     (i) You cancel or amend your booking due to a breach by us of our obligations to you or due to our fault; or

     (ii) The Third Party Travel Provider cancels your booking for no fault on your part.

50.  Please review the cancellation policy for your hotel booking for any penalties that may apply.

YOUR OBLIGATIONS AND WARRANTIES

51.  You warrant to us that: (a) you are at least 18 years old and have the power and authority to enter into a binding contract with us and with the Third Party Travel Providers of the Travel Products that you acquire; (b) the information you provide us about yourself is true, accurate, current and complete (apart from any optional items) as required by any registration process; and (c) you will maintain and promptly update this information to keep it true, accurate and complete.

52.  You warrant to us that you have considered acquiring comprehensive travel insurance and we are not responsible for any failure by you to acquire adequate insurance cover.

53.  You warrant to us that you will use the Booking & Advisory Services in accordance with these terms and conditions and you will not use the Booking & Advisory Services in any way to breach any laws or defame anyone.

THE WEBSITE AND LINKS

54.  We may at any time modify these terms and conditions and the changes will come into effect once they are uploaded into this Website. You acknowledge and agree that your continued use of the Booking & Advisory Service is subject to the terms and conditions in force at the time of your use.

55.  You acknowledge that the inclusion of links on this Website is not intended as an endorsement or recommendation of any linked website or its content of such sites. We do not guarantee that this Website or any linked website will be free from viruses, or that this Website or any linked website will be uninterrupted.

56.  We reserve the right to correct any errors in rates or content quoted or calculated for any Holiday Package, with immediate effect. We will use our reasonable endeavours to notify you of such corrections.

PRIVACY

57.  You acknowledge and agree that we may disclose some or all of your personal information as outlined in our Privacy Policy. The terms of our Privacy Policy are incorporated into these terms.

JURISDICTION AND LAW

58.  Use of this Website, all matters arising out of or in connection with it and all terms are governed by the laws applicable in the State of Western Australia. By accessing this Website, you consent and submit to the exclusive jurisdiction of the Courts of Western Australia in all matters arising out of or in connection with your use of this Website and terms.

DEFINITIONS

"We" and "us" means TWCT Group Pty Limited (ABN 21 610 731 701), trading as The Well Connected Traveller.

"You" means any user of this Website and includes any person who acquires a Travel Product (whether or not the Booking & Advisory Services were acquired by another person).

"Booking & Advisory Services" means services provided by us to you in assisting you to acquire a Travel Product from a Third Party Travel Provider and includes advisory and consulting services, making this Website and any software associated with it available to you, and providing a facility to enter into transactions with us and Third Party Travel Providers (whose details and Travel Products appear on this Website).

"Third Party Travel Provider" means the company or person who provides you with the Travel Product on terms and conditions agreed with you.

"Travel Product" means the service or product provided by a Third Party Travel Provider, for example, an airline or a hotel.

"Website" means this website.

ANNEXURE TRAVEL TIPS FOR TRAVEL PRODUCTS

These tips are not legally binding terms and conditions.

You should obtain and read the Third Party Travel Provider's terms and conditions which are legally binding on you.

Passports, Visas and Health Requirements

Visas, including transit visas, are the passenger's own responsibility. For more information please log on to www.dfat.gov.au or www.smarttraveller.gov.au. Please check with the respective Embassy or Consulate of each country that you are travelling to, as many destinations require visas for both Australians and non-Australian passport holders. For more information, log on to www.visalink.com.au. You need to ensure that you have at least 6 months validity on your passport from the date of your departure return.

International travellers booked on flights to the United States, including Hawaii, it is now mandatory, under the Visa Waiver Program to receive an electronic authorisation known as ESTAA (Electronic System for Travel Authorisation) no less than 72 hours before travel to the USA. This can be obtained from the following Website: https://esta.cbp.dhs.gov/esta/

It is your responsibility to ensure that you are aware of any health requirements for your travel destinations. Vaccinations are strongly recommended for certain destinations. You need to contact your local doctor who will advise you of these requirements. Please note that vaccinations may be recommended some period in advance of travelling.

Travel Advice

We recommend that you contact the Department of Foreign Affairs and Trade (DFAT) or visit their website www.smarttraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.

Ticketing

For international and domestic departure, e-tickets will be issued upon payment and completion of the booking process. In some instances, an e-ticket for flights selected may not be able to be issued.  Bookings that cannot be issued with an e-ticket, will have to be changed to comply with e-ticket regulations. All other travel documentation, such as hotels will be e-mailed to you as an e-document. Should the Third Party Travel Provider issue paper vouchers, these will be posted to you.

Frequent Flyers & Special Requests

For more information on whether your airfare is eligible for Frequent Flyer rewards, please contact the airline directly. When booking online, please ensure that you have entered your correct number in the special section featured in the booking engine. For bookings made by telephone via our Customer Service Team, please advise your Frequent Flyer details and these will be added to your reservation. We do not take any responsibility should an airline not register your trip. You should retain copies of your air ticket and boarding pass.

Special requests will be passed on to the Third Party Travel Provider but cannot be guaranteed.

 

Privacy Policy

INTRODUCTION

In this document, “we”, “our” or “us” refers to The Well Connected Traveller registered in Australia with ABN 21 610 731 701.

This Privacy Policy explains how we deal with and protect your personal information.  It also explains how you may request to access and correct your personal information and complain about a breach of your privacy. We recommend that you review this policy regularly as we may amend it from time to time.

WHAT PERSONAL INFORMATION DO WE COLLECT AND HOW?

We collect personal information about you that is relevant to your travel arrangements or that will enable us to provide you with our goods and services. We may also collect information about you in order for you to register as a member, complete a travel profile, participate in a survey or promotion, ask a question or initiate a transaction on our website, over the phone, a mobile application or through a franchised agent.

For example, we may collect details such as your name, mailing address, telephone number, email address, credit card number and expiry date, and details of your flight, hotel and car bookings and other travel details. 

We collect your personal information directly from you in the course of providing a product or service or when you have other dealings with us. For example, your personal information will be collected when you deal with us over the telephone, send us a letter or an email, visit our website, complete an online registration form, provide information to complete a booking or subscribe to a service provided by us.

We may also collect your personal information from others who make a booking on your behalf.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We may use your personal information to:

provide you with travel products and services; consider your request for a product or service; provide you with information about other products and services that may be of interest to you including information about our business partners' products and services.  Please see the section titled 'MARKETING AND PRIVACY'  for further information; assist in arrangements and reservations with suppliers (such as airlines, tour operators, car hire operators, hotels and insurance providers) in relation to the provision of a product or service; collect and process payments, though us or a third party; perform all other administrative and operational tasks (including risk management, systems development and testing, staff training, and market or customer satisfaction research); to facilitate your participation in loyalty programs; analyse how our products and services (including any websites) are used; personalise the service or communication we provide to you, tailor your experience on our website or other websites to your interests and make more appropriate travel recommendations; and investigate, detect and protect us and other third parties against, negligence, breach of contract, fraud, theft and other illegal activities; See also the section titled 'COOKIES AND PIXEL TAGS'.

WHEN DO WE DISCLOSE YOUR PERSONAL INFORMATION?

We may disclose your personal information to:

suppliers of products or services which you have selected (such as airlines, tour operators, car hire operators, hotels and insurance providers); third party travel service providers who assist in fulfilling the booking you have made; our online booking facility operator and host and others who assist in providing these services. We prohibit third parties from using your personal information, except for the specific purpose for which we supply it; government authorities in the event of an accident, disaster or emergency; and others where we are authorised or required by law to do so.

CROSS-BORDER DATA FLOWS

The third parties we disclose your personal information to (our suppliers, travel service providers, call centre operator, website manager, cloud infrastructure and data centre providers) may be located overseas. Generally, we will only disclose your personal information to these overseas entities in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf.

COOKIES AND PIXEL TAGS

When you access our website, we may place cookies, pixels or other code on your computer to collect information about your usage of our website and information about the device you are using to access our website (Session Data). We use Session Data to help us recognise you when you visit our website again and better understand how our website is navigated to and used, so we can improve our website content and ease of use, personalise and improve your individual viewing experiences on our website and provide information that may be of interest to you. We may use service providers to collect Session Data on our behalf. Unless you specifically inform us of your identity (e.g., by registering with us or making a booking through us), we will not know who you are. A cookie is a small file on your computer which contains information that will enable us to recognise your browser next time you visit our website.

If you do not wish to use a cookie, you can adjust your browser settings to reject cookies or notify you when they are being used.

We also use pixel tags to monitor the open rate of our communications. This helps us understand the effectiveness of communications we send. We do not use this information for any other purpose.

GOOGLE ANALYTICS

When you visit certain sections of our website, Google Analytics, a website analytics service provided by Google, Inc (“Google”), will place cookies on your computer’s browser. The information generated by the cookies about your use of our website is transmitted to Google. This information is then used for the purpose of compiling statistical reports to enable us to measure and analyse the number of visits to our website and its pages, the average time spent on the site and the pages viewed. We will not (and will not allow any third party to) use Google Analytics to track or to collect any personal data of visitors to our website. We will not associate any data gathered via use of cookies with any personal data from any source as part of our use of Google Analytics. You may choose to opt-out of Google Analytics using the Google Analytics Opt-out Browser Add-on which you may access here.

STORAGE AND SECURITY OF PERSONAL INFORMATION

We store personal information in a combination of secure computer storage facilities, paper based facilities and other records. We will endeavour to take all reasonable precautions to maintain the security of the information in our systems. We use a combination of security measures to prevent the unauthorised access of our servers and regularly review our security policies. Your personal information will be stored in secured locations and on servers controlled by The Well Connected Traveller, located either at our offices or at the offices of our service providers.

The payment pages on this website are encrypted using the internationally accepted security system SSL (Secure Sockets Layer) to encrypt all credit card payments over the web. This means that the information from these pages are sent back to our server in a secure fashion and adequately protected against known interception schemes.

ACCESSING AND UPDATING YOUR PERSONAL INFORMATION

Subject to some exceptions contained in the Privacy Act, you can find out what personal information we hold about you. You can contact us using the details in the section titled 'CONTACT US' to find out about the personal information we hold about you, or to update any of the information. We will need to verify your identity before giving you access.

WHAT ABOUT SENSITIVE INFORMATION?

We will only collect your sensitive information with your consent and where it is desirable for your travel arrangements.  We will only use and disclose your sensitive information for the primary purpose for which it was collected or a purpose that is directly related to this primary purpose and reasonably expected. Otherwise, we will not collect, use or disclose sensitive information about you unless required to do so by law. Sensitive information, as defined by law, is any information about a person’s racial or ethnic origin, political opinion, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices, criminal record, health information, biometric information that is to be used for the purpose of automated biometric verification or biometric identification or biometric templates.

INFORMATION ABOUT OTHER TRAVELLERS

If you provide us with information about other people travelling with you (for example, family members), you should make them aware of this Privacy Policy and any privacy collection notices we provide you.

MARKETING AND PRIVACY

We may use your personal information to identify a product or service that you may be interested in. We may contact you from time to time to let you know about new or exciting products or services and special offers that may be of interest to you, including information about our business partners' products and services.

Opting-Out

If you wish to opt-out of receiving marketing communications from us, please contact us using the details in the section titled 'CONTACT US' section below, or for emails, use the unsubscribe facility.

Third Party Advertising

We do not sell, rent or share our membership/participant lists on a commercial basis to third parties.

MONITORING

We may from time to time monitor and review any information transmitted or received through our website, or through e-mail communications, for quality assurance and other purposes. We reserve the right to censor, edit, remove or prohibit the transmission or receipt of any information that we deem inappropriate or in violation of our terms and conditions. During monitoring the information may be examined, recorded or copied.

LINKS

When you click on a third party's link from our website, or from an ad for a third party served by one of our service providers, you will enter that third party’s site, over which we have no control. We are not responsible for third party sites. You should carefully review the privacy statements of any other sites you visit, because those privacy statements will apply to your visit to such other sites and may be very different from this Privacy Policy.

PRIVACY COMPLAINTS

If you wish to complain about our handling of your personal information, please contact us using the details below.

We will investigate all complaints and respond to you as soon as practicable. If we find a complaint justified, we will resolve it. If necessary, we will change our policies and procedures to maintain our high standards of performance, service and customer care.

If your complaint is not satisfactorily resolved, you may lodge a complaint with the Federal Privacy Commissioner. For more information on privacy, you can contact the Office of the Australian Information Commissioner’s (OAIC's) hotline service on 1300 363 992 or visit the OAIC 's website at www.oaic.gov.au

CONTACT US

If you have a privacy complaint or wish to correct, update or access the personal information that we hold about you, please contact us using the following details:

Email:          
travel@twct.com.au

Phone:         
+61 8 9472 0936

Address:      
The Well Connected Traveller
125 Burswood Road
Burswood WA 6100
Australia