Booking Terms & Conditions
This website is owned and operated by Exchange Travel Pty Ltd, ACN 604 933 002. References to “us”, “we” and/or “our” in these booking terms and conditions shall mean Exchange Travel Pty Ltd. These terms and conditions apply to bookings you make with us (via the website, over the phone or email). We may modify our terms and conditions without notice at any time where such amendment does not substantially effect your rights and obligations. If such changes of our terms and conditions substantially effect your rights and obligations we will notify you by email with these changes as they occur.
Please read the following terms and conditions carefully. You must not make a booking unless you understand and agree with the following terms and conditions.
The prices of offers include all taxes and charges, including GST (where applicable). Prices of products and services are current at time of display however are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases.
Payment must be made by the date detailed in the deal landing page on the website or as advised by your booking agent. Payment by credit will incur a surcharge of 2% for Visa and Mastercard and 3.3% for American Express.
CANCELLATION AND CHANGE FEES INCLUDING SUPPLIER FEES
Cancellation and change fees are likely to be incurred on all confirmed reservations or bookings. Further, some holiday packages and/or airline tickets may be non-refundable or non-transferable. It is important to check the position with us before you confirm arrangements and/or before you cancel any confirmed reservations. Please read the specific conditions detailed on the deal landing page on our website or as advised by your booking agent or as outlined in your booking confirmation in relation to your travel arrangements.
We take great care in providing you with an exceptional travel experience including the production of your travel documents that must be presented to travel suppliers. It is important that you check all of your documentation for your proposed travel to ensure it meets with your requirements and to ensure there have been no misunderstandings. All documents, in relation to international travel, must be issued in the name of the passport holder and exactly as presented in the passport holder. Any additional payments such as inflight meals and excess baggage, is solely the responsibility of you, the traveller.
We recommend that you take out a travel insurance policy at the time you pay for your travel. You should ensure that such insurance will protect you against medical expenses arising from sickness or injury during your travel and protect you against loss or damage to your belongings. The Department of Foreign Affairs & Trade also strongly recommend you take out travel insurance.
FREQUENT FLYER POINTS
Airfares may or may not attract Frequent Flyer points. This decision rests with the airline and is not the responsibility of Exchange Travel. For further information please contact the airline directly.
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 or http://www.traveldoctor.com.au/ who will advise you of these requirements. Please note that vaccinations may be recommended some period in advance of travelling.
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.
PASSPORTS AND VISAS
Visas, including transit visas, are your 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 ETSA (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/.
Exchange Travel Pty Ltd acts as an agent only. We offer travel services and sell on behalf of numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as wholesalers. Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by these service providers. Your legal rights in connection with the provision of travel services are against the specific provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us.
LIMITATION OF LIABILITY
We do not accept any liability, whether in contract, tort or otherwise, for any act or omission of those travel service providers including their failure to provide a service whether through their negligence or otherwise. We do not make any representation about the standard of the services to be provided by third parties, and we accept no liability in that regard. We do not accept any liability, whether in contract, tort or otherwise, for any injury, losses, expenses, delays or inconvenience suffered by you in connection with your booking or your travel services, caused directly or indirectly by force majeure or any other event which is beyond our control which is not preventable by reasonable diligence on our part or unless our liability is prescribed by legislation which cannot be excluded. Where our liability cannot be excluded, our liability is limited to the amount that you have paid for your travel services.
We endeavour to deliver exceptional travel services and are committed to being responsive to any concerns that may arise. You can contact our Customer Care team at 1800 0456 80 or email firstname.lastname@example.org
This agreement will be governed by and interpreted in accordance with the laws of NSW, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of the State of NSW
These terms were last updated on 9 April 2015
Exchange Travel Pty Ltd ACN 604 933 002 (“us”, “our” or “we”) respects your privacy and this policy sets out how we collect, use, store, disclose and otherwise treat your personal information as required by the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) (“Privacy Act”).
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 such as Travel Insurance. 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 or through the use of a mobile application.
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. 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 booking or provide information to complete a booking.
We may also collect your personal information from others who make a booking on your behalf.
USE OF YOUR PERSONAL INFORMATION
We collect your personal information for the primary purpose of providing travel related products and services. By providing us, or otherwise allowing us to collect, your personal information, you consent to us using and disclosing your personal information for the purposes for which it was collected, and for related or ancillary purposes, such as any one or more of the following purposes:
WHEN DO WE DISCLOSE YOUR PERSONAL INFORMATION
Your personal information may be disclosed to third parties in the following circumstances:
(b) as required by law, such as where unlawful activity has been engaged in, or is suspected of being engaged in, as required by law enforcement officials or agencies; and
(c) to travel service providers, such as travel wholesalers, tour operators, airlines, hotels and other service providers for the purpose of providing you with the travel services that you have requested.
When we book travel arrangements for you and collect your personal information we act as agent on behalf of travel service providers, such as airlines, tour companies, travel insurance providers and hotels who are responsible for providing your services.
The personal information that we need to disclose to third party travel suppliers to provide you with the travel services you request may include sensitive information.
Some of the travel service providers that we disclose your personal information to may be located outside Australia. The overseas travel service providers may not have privacy standards equivalent to the standards imposed in Australia. We do not exercise any control over the privacy practices of overseas recipients. If you do not consent to this you should not disclose your personal information to us.
SECURITY OF INFORMATION
Exchange Travel has implemented various physical, electronic and managerial security procedures in order to protect personal information from loss and misuse, and from unauthorised access, modification, disclosure and interference.
We will endeavour to take all reasonable precautions to maintain the security of the information in our systems and regularly review our security policies. Your personal information will be stored in secured locations and on servers controlled by Exchange Travel, 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 cannot be intercepted.
ACCESS TO YOUR PERSONAL INFORMATION
You may request access to, or correction of, any of your personal information that we hold by contacting us directly using the details set out below. We will respond to your request within a reasonable period after it is made.
We use Google Analytics to compile statistical reports about use of our website including number of visits, pages viewed and time on site. We will not use Google Analytics to track or collect any personal data of visitors to our website.
FEEDBACK AND COMPLAINTS
If you have feedback or a complaint about the way we have dealt with your personal information, or if there has been a breach of the Australian Privacy Principles, please contact us directly using the details set out below. We will respond to your complaint within a reasonable time.
Suite 21, 194 Varsity Parade, Varsity Lakes QLD 4227
Customer Care 1300 113 239
(7 days 10AM - 9.30PM AEST)