This Refund and Cancellation Policy is issued in accordance with the Australian Consumer Law (ACL) contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantees or rights you may have under the ACL that cannot lawfully be excluded.
Supplier Terms and Conditions
All travel arrangements made through Expert Class Travel are subject to the individual terms and conditions of third-party travel suppliers, including but not limited to airlines, cruise lines, accommodation providers, car hire companies, rail operators, tour operators, and wholesalers.
Each component or segment of a booking may be governed by a separate refund and cancellation policy. The applicable supplier terms will be disclosed to you in writing prior to the payment of any deposit and detailed on your Client Statement. By making payment, you acknowledge that you have read, understood, and accepted these terms.
Refund Eligibility by Service Type
Airfares
Airfares are generally non-refundable, subject to the fare rules and conditions imposed by the issuing airline. Refund eligibility depends on the fare class purchased and airline policies.
Some airlines may, at their discretion, permit unused ticket value to be converted into a future travel credit in lieu of a monetary refund. Where applicable, this option will be communicated to you at the time of cancellation.
Please note that airline refund processing times are outside the control of Expert Class Travel and may take up to 36 weeks or longer from the date the airline acknowledges the refund request.
Cruises
Cruise bookings are subject to staggered cancellation penalties as determined by the cruise line. In most cases:
Cancellation fees commence from approximately 120 days prior to sailing; and
Bookings generally become fully non-refundable from approximately 75 days prior to departure.
Exact penalty schedules vary by cruise line, fare type, and promotional conditions.
Accommodation, Car Hire, Rail, and Other Services
Refund and cancellation policies for accommodation, car hire, rail travel, tours, and ancillary services vary significantly between providers. Applicable conditions will be disclosed at the time of booking and form part of your contractual agreement.
Deposits
Unless expressly stated otherwise in writing:
All deposits are non-refundable; and
Payment of a deposit constitutes acceptance of both the supplier’s terms and Expert Class Travel’s refund and cancellation policies.
This does not affect your statutory rights under the Australian Consumer Law.
Cancellation Requests
All cancellations must be submitted to Expert Class Travel in writing. Verbal cancellations will not be accepted.
Upon receipt of a written cancellation request, Expert Class Travel will:
Confirm receipt of the request in writing; and
Advise you of the estimated refund amount, if any, after deduction of applicable supplier penalties and fees.
Refund eligibility is strictly determined by supplier terms and conditions.
Refund Processing and Timeframes
Refunds can only be processed once funds have been received by Expert Class Travel from all relevant suppliers.
Partial refunds will not be issued while awaiting outstanding refunds from any supplier.
Supplier processing times vary and may be extensive. In particular:
Airline refunds may take up to 36 weeks or longer to be received; and
Other suppliers may take up to 30 weeks or longer to process refunds.
Expert Class Travel has no control over supplier refund processing timelines.
Once all refundable amounts have been received:
Expert Class Travel may deduct a service fee of up to 12%, which will be disclosed to you at the time of cancellation; and
The remaining balance will be refunded to the original form of payment, unless otherwise agreed.
Australian Consumer Law Statement
Under the Australian Consumer Law, you may be entitled to a refund, replacement, or compensation if services are not provided with due care and skill, are not fit for purpose, or are not supplied as agreed.
This policy operates in conjunction with, and does not limit, your rights under the Australian Consumer Law.
Travel Insurance Recommendation
Expert Class Travel strongly recommends that all clients obtain comprehensive travel insurance at the time of booking, including sufficient cancellation and interruption cover to protect against unforeseen events.
Where travel insurance has been arranged through Expert Class Travel, we will provide relevant documentation and reasonable assistance to support any insurance claim. Claim outcomes remain at the discretion of the insurer.
