Policies

Payment, cancellation & amendment terms.

How our commercial terms work for the trade. The exact figures for a booking always appear on its own quote and confirmation.

This page describes the structure of our terms so you know what to expect. The specific deposit, schedule and cancellation slabs that apply to any given trip are quoted on that trip — nothing here overrides the figures on your confirmation.

Payment

A deposit confirms the booking; the balance is due before travel. The exact deposit and schedule are stated on your quote.

Deposit to confirm, balance ahead of travel — the split is shown per quote.
A GST-compliant tax invoice is raised for every booking.
Multi-service trips and MICE movements bill as one consolidated invoice.

Cancellation

Cancellation charges are tiered by how close to departure the cancellation falls — the nearer to travel, the more of the cost is already committed to suppliers.

Refunds are returned net of costs already non-recoverable from hotels, transport and activity suppliers.
Fixed-departure group tours and series carry stricter slabs than FIT, because inventory is held in advance.
The slab that applies to your booking is set out on the confirmation.

Amendments

Date, pax and name changes are handled by the desk, subject to the underlying supplier terms.

Any cost of an amendment is quoted to you before anything is changed.
Name and small pax changes are usually straightforward; peak-date moves depend on availability.
One desk owns the change end to end — you don't chase individual suppliers.

Disruption & force majeure

When events outside anyone's control affect a trip, we work the problem on the ground rather than leave the client stranded.

We re-route and re-book where it's possible, using our on-ground presence.
Supplier force-majeure terms govern what is recoverable; we pass through, never mark up, a disruption.
The 24×7 desk is the single point of contact while a client is travelling.

Terms apply equally whether a service runs on our own fleet or a directly-contracted partner's.

Questions on terms for a specific trip? Ask the desk.