Frequently Asked Questions
Please take the time to read and understand the conditions of booking set out below prior to booking a trip with us. We strongly recommend that you also read the Essential Trip Information relating to your trip prior to booking to ensure that you understand the itinerary, style and physical demands of the trip you are undertaking.
1. Our contract
These booking terms and conditions apply to bookings you make with Australian Adventure Group Holdings Pty Ltd (ACN 661 075 163) trading as Outback Tour Services (whether over the phone, by email or with our call centre) as well as online bookings you make on our website or on our related sites (including travel agents and partners) offering our products. We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking and that person will bind all such travellers to these terms and conditions.
You are required to pay a non-refundable deposit of $250 per person per trip for your booking to be confirmed, with the remaining balance of your trip due 30 days prior to your travel departure date. If your booking is made within 30 days of the departure date, then the full amount is payable at the time of booking.
3. Change of Itinerary
For operational reasons, we may need to operate substitute vehicles or change the date or time of your tour. We will give you as much notice as possible of any such changes. If you cannot participate in a re-scheduled tour, then we will give you a full refund except that we cannot refund the amount of any credit card fees charged in connection with your booking.
4. Fees and surcharges
Our trip prices are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. This means our trip prices may vary at any time in accordance with demand, market conditions and availability. It is likely that different passengers on the same trip have been charged different prices. Your best option if you like the price you see is to book at that time. Any reduced pricing or discounts that may become available after you have paid your deposit will not apply. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply. The most up to date pricing is available on our website.
Note that prices may vary depending on which currency the booking is made.
We reserve the right to impose surcharges up to 30 days before departure due to unfavourable changes in exchange rates, increases in airfares or other transportation costs, increases in local operator costs, taxes, or if government action should require us to do so. In such instances we will be responsible for the amount up to 2% of the trip price and you will be responsible for the balance. If any surcharge results in an increase of more than 10% of the trip price you may cancel the booking within 14 days of notification of the surcharge and obtain a full refund. Air
Passenger Duty is included in the price of your air inclusive trip. Please note that a surcharge may be applied to all purchases made by credit card.
Public Holiday Surcharge: Tours operating over a public holiday may be subject to an additional surcharge payable at the time of booking.
Credit Card Surcharge: A credit card surcharge of 1.7% may be charged if you use a credit card to pay for your booking.
5. Cancellation by the traveller
If you cancel some or all portions of your booking cancellation fees may apply. A cancellation will only be effective when we receive written confirmation of the cancellation. You are required to pay a non-refundable deposit of $250 AUD at the time of booking. If you cancel a trip:
- (a) 28 days or more prior to departure, we will hold the deposit amount as a credit; or
- (b) 27 days or fewer prior to departure: we will hold 50% of the monies paid by you in connection with the booking as a credit and retain the remaining 50% of monies paid by you in connection with your booking; or
- if the cancellation is due to you having COVID-19/ “flu-like symptoms”, supported by a medical certificate, we will hold 100% of monies paid by you in connection with the booking as credit.
Note: that different cancellation conditions including higher charges can apply to some styles of trips and additional services. Your booking consultant will advise if differences apply and details can be found in the Essential Trip Information relating to your trip. You are strongly advised to take out cancellation insurance at the time of booking which will cover cancellation fees. If you fail to join a tour without reason, join it after departure, or leave it prior to its completion, no refund will be made for unused services. The above cancellation fees may be in addition to fees which may be levied by accommodation providers, travel agents or third party tour and transport operator fees.
6. Cancellation by us
We may cancel a trip at any time prior to departure if, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned itinerary. If we cancel your trip due to reasons other than a force majeure event you will receive a full refund. If we cancel your trip due to a force majeure event you will receive 100% credit to use for a future trip or a refund, less unrecoverable costs. All credits will be valid for 12 months from the original travel date of the booking.
7. Booking amendments
If you wish to transfer from one trip to another or transfer your booking to a third party you must notify us at least 30 days prior to the proposed departure date. A fee of $200 per person per change will apply (in addition to any charges levied by hotels, ground operators or airlines). If you notify us less than 30 days prior to the proposed departure date the refund policy applicable to cancellations will apply. Transfers to a third party are only permitted where the transferee meets all the requirements in relation to the trip. Transfers to another departure can only be made to a departure within the current validity period. Amendments to any other arrangements made in conjunction with your trip will incur an $130 administration fee per booking per change. This fee is in addition to any charges levied by hotels, ground operators or airlines. No amendments are permitted to your booking within 10 days of departure.
8. Information from you
The terms of our access to National Parks require us to collect certain information in respect of each customer participating on a tour. If you do not provide the required information, we cannot finalise the booking. Please advise us of any dietary or other requirements at the time of booking and when you reconfirm your tour (see below).
Any requirement to bring prams, strollers, wheelchairs, luggage, or similar items on the tour vehicle must be raised with the reservations team in advance of the tour. Failure to do so may result in us being unable to accommodate your requirements on the day of your tour.
The land price of your trip includes:
- all accommodation as listed in the Essential Trip Information
- all transport listed in the Essential Trip Information
- sightseeing and meals as listed in the Essential Trip Information
- the services of a group leader as described in the Essential Trip Information.
The land price of your trip does not include:
- international or internal flights unless specified
- airport transfers, taxes and excess baggage charges unless specified
- meals other than those specified in the Essential Trip Information
- visa and passport fees
- travel insurance
- optional activities and all personal expenses
11. Age and Health requirements
Minimum Age: For the majority of our trips the minimum age is 15 at the time of travel. All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian, by an escort over the age of 18, appointed by their legal guardian. The legal guardian or their designee will be responsible for the traveller under the age of 18’s day to day care. If a legal guardian elects to designate an escort in their lieu, they will be required to complete and sign a relevant document, to delegate their authority. Please note we cannot guarantee triple or adjoining rooms for families; accompanying adults may be required to share with others in the group on a twin share basis. Variations: A minimum age of 18 applies to many Overland adventures, while a lower minimum age applies to Family trips and Short Break Adventures. Please check with your consultant at the time of enquiry. All bookings for our Family trips must include a child under the age of 18.
Maximum Age: For the majority of our trips we have no upper age limit though we remind you that our trips can be physically demanding and passengers must ensure that they are suitably fit to allow full participation. We are able to provide details on mandatory health requirements, however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements and recommendations for your destination.
12. Small groups and combination trips
At times we can have groups with small numbers of travellers. Many of our trips are designed to fit with other departures to create a longer “combination” trip; this means that some of your group may have already been travelling together for some weeks when you commence your trip. If you would like to know how many people are booked on your trip or any combination trip it is part of please ask prior to making your booking.
13. Travel Insurance
Travel insurance is mandatory for all our travellers and should be taken out at the time of booking. Your travel insurance must provide cover against personal accident, death, medical expenses and emergency repatriation with a recommended minimum coverage of US$200,000 for each of the categories of cover. We also strongly recommend it covers cancellation, curtailment, personal liability and loss of luggage and personal effects. You must provide your travel insurance policy number and the insurance company’s 24 hour emergency contact number on the first day of your trip; you will not be able to join the trip without these details.
If you have travel insurance connected to your credit card or bank account please ensure you have details of the participating insurer, the insurance policy number and emergency contact number with you rather than the bank’s name and credit card details.
14. Authority on tour
Our group trips are run by a group leader. The decision of the group leader is final on all matters likely to affect the safety or well-being of any traveller or staff member participating in the trip. If you fail to comply with a decision made by a group leader, or interfere with the well-being or mobility of the group, the group leader may direct you to leave the trip immediately, with no right of refund. We may also elect not to carry you on any future trips booked. You must at all times comply with the laws, customs, foreign exchange and drug regulations of all countries visited, and you also agree to travel in accordance with our responsible travel guidelines.
15. Acceptance of risk
You acknowledge that the nature of the trip is adventurous and participation involves a degree of personal risk. You will be visiting places where the political, cultural and geographical attributes present dangers and physical challenges greater than those present in our daily lives. We use information from government foreign departments and reports from our own contacts in assessing whether the itinerary should operate. However, it is also your own responsibility to acquaint yourself with all relevant travel information and the nature of your itinerary. You acknowledge that your decision to travel is made in light of consideration of this information and you accept that you are aware of the personal risks attendant upon such travel.
16. Limitation on liability
We contract with a network of companies, government agencies and individuals to assist in the running of our trips as agent for these third parties. We are not responsible for the acts and omissions of these third parties. To the fullest extent permitted by law:- any liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a trip, or any breach of the Booking Conditions, is excluded;- you release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a trip; and- any condition or warranty which would otherwise be implied by law into these Booking Conditions (Implied Warranty), is excluded.
To the extent an Implied Warranty cannot be excluded, our liability in respect of the Implied Warranty is limited to (in our absolute discretion): (i) the provision of a similar trip to an equivalent value; or (ii) a refund of the total amount received by us from you in connection with your booking. Any claim by you is excluded to the extent that it is for indirect or consequential loss, loss of profits or economic loss, however it arises, or for indirect, special, punitive or exemplary damages.
17. Optional activities
Optional activities not included in the trip price do not form part of the trip or this contract. You accept that any assistance given by your group leader or local representative in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and the activity provider.
18. Claims and complaints
If you have a complaint about your trip please inform your group leader or our local representative at the time in order that they can attempt to rectify the matter. If satisfaction is not reached through these means then any further complaint should be put in writing to us within 30 days of the end of the tour.
In the event that any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason then such term or condition shall be deemed to be severed from this contract or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.
20. Photos and marketing
You consent to us using images of you taken during the trip for advertising and promotional purposes in any medium we choose. You grant us a perpetual, royalty-free, worldwide, irrevocable licence to use such images for publicity and promotional purposes.
22. Applicable laws
The laws of Victoria, Australia govern these Booking Conditions to the fullest extent allowable. Any disputes in connection with a trip or these Booking Conditions must be initiated in the courts of Victoria, Australia.
23. Be COVID-safe
In response to the global corona virus health crisis, we have made some changes to how we operate. The health and safety of our guests, staff and community remain our top priority and as such we will continue to follow all Government and health department directives to ensure we minimise risk. We ask that all guests check the Queensland Government website for information regrading any current travel restrictions prior to making any bookings. All guests are strongly recommended to download the Australian Government’s covid-safe app prior to travel with us. Extra precautions are being taken regarding catering preparation and allocation. All guests will be asked to sanitise their hands every time they board the vehicle and all vehicles will be undergoing additional cleaning and sanitising after all trips. All guests must be free of any cold or flu like symptoms, those displaying symptoms will not be permitted to board. Any guests who have booked travel and which fall ill are asked to contact our team to advise as soon as possible.
We welcome feedback from all of our customers. Feedback on tour can be given to your tour guide. If wish to provide feedback after your tour please contact us by email on firstname.lastname@example.org or telephone +61 8 8950 9900.
These terms and conditions are governed by the laws of the State of Victoria and the parties submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in that place. If any provision set out in these terms and conditions is unenforceable or void by law then it is to be severed from these terms and conditions. The remaining provisions will remain in full force an effect provided that the severance of the relevant provision has not materially altered their intended operation.
26. Open-dated vouchers
Guests who hold an open-dated voucher must contact our office to secure their preferred date of travel, which is subject to availability. Guests wishing to use their open-dated voucher for travel on a tour which runs over a public holiday may be subject to a public holiday surcharge.
Open-dated vouchers are not a ticket to travel until a date of travel has been secured with our office and a confirmation has been issued. Once a date of travel has been secured, the booking will then be subject to our regular terms and conditions. Any opendated voucher which is not used before it’s given expiry date will be forfeited without refund. Open-dated vouchers are valid for 12 months, unless otherwise stated. Open-dated vouchers issued as a result of COVID-19 are valid for travel for 24 months from the guests original booked date of travel and this will be confirmed at time of issue.
27. Registered address
Outback Tour Services Pty Ltd
12 Power Street Alice Springs