Booking Terms and Conditions
These terms of business for travel bookings (“Terms and Conditions”) are between Reho Travel Pty Ltd (“Reho Travel Pty Ltd”, “We”, “Our” or “Us”) and any person making a Booking with Us who is not a party to a Travel Management Agreement (“You”).
Reho Travel Pty Ltd is a licensed travel agent and an accredited member of ATAS (Australian Travel Accreditation Scheme). Please read Our Terms and Conditions carefully as they apply to any Booking and govern the relationship between us.
These Terms and Conditions together with any applicable Application for Credit which is approved and signed by Reho Travel Pty Ltd, form the entire agreement between us (“Agreement”).
By completing a Booking in accordance with these Terms and Conditions, you are taken to have read, understood and agree to these Terms and Conditions and confirm you are authorised to make the Booking on behalf of all individuals detailed in the Booking.
1.1 In these Terms and Conditions:
“Affiliate” means, in relation to You, any entity in respect of which You can control (whether by direct or indirect ownership, directorship or otherwise).
“Application for Credit” means an Application for Credit completed by You which is approved and signed by Reho Travel Pty Ltd.
“ATAS” means the AFTA Travel Accreditation Scheme administered by the Australian Federation of Travel Agents.
“Booking” means a reservation made with Reho Travel Pty Ltd for Travel Products.
“Business Day” means a day other than Saturday or Sunday or a public holiday in Victoria.
“Confidential Information” means any information which relates to the business, assets, or affairs of either party which is made available by that party (“Disclosing Party”) to the other party (“Receiving Party”) or is otherwise obtained by the Receiving Party and which is by its nature confidential, or the Receiving Party knows, or ought to know, is confidential but does not include information that is:
(a) in or enters the public domain through no fault of the Receiving Party or any of its officers, employees, or agents;
(b) received by Receiving Party from a third-party who had a legal right to provide it; or
(c) or was developed by Receiving Party independently of the other party and any of its officers, employees, or agents;
“Force Majeure Event” means such “acts of God” or force majeure events as actual or threats of: epidemics or pandemics, or other public health issues or emergencies (such as but not limited to the current COVID-19 pandemic); severe weather events or natural disasters such as but not limited to hurricanes, earthquakes, tsunamis, tornadoes, fires, floods, volcanic activity, or landslides; war (whether declared or undeclared); terrorist activities; instability in a destination location; incidents of violence, riot, sabotage, civil commotion, or nationalization; strikes or labour disputes or lockouts; government orders, sanctions, actual or potential quarantines, or other restrictions affecting travel in, to, or around a location; disruption to transportation; chemical or radioactive contamination; or any other reason that makes it actually or potentially impossible or illegal for Reho Study Tours to conduct the tour as originally contracted.
“Itinerary” means a travel itinerary confirming details of the Travel Products.
“Pandemic” means any pandemic as declared by the World Health Organisation or treated as such by any country, including on account of COVID-19.
“Provider” means a company or organization that sells a particular type of product or service.
“Schedule of Fees” means a bespoke schedule detailing certain service fees applicable to you.
“Service” means the agency services provided by Reho Travel Pty Ltd to You in connection the Booking.
“Supplier” means a person, company, or country that provides goods of a particular kind.
“Travel Document” means any document that is related to your Booking, including but not limited to airline tickets, cruise tickets, tour vouchers, hotel vouchers, or any other document (whether in electronic form or otherwise) relating to the services provided by the Travel Supplier.
“Travel Management Agreement” means a corporate management agreement for the Service made between Reho Travel Pty Ltd and a customer where these Terms and Conditions do not apply.
“Travel Product” means a service or product provide by a Travel Supplier.
“Travel Supplier” means the party responsible for providing flights, tours, car hire and accommodation, including but not limited to, airlines, tour operators, cruise operators, car hire providers and accommodation providers.
“Travel Voucher” means an electronic certificate, that can be used towards the cost of any future travel booked with Reho Travel or Reho Study Tours.
“Unrecoverable Cost” means any monies paid to a third-party Supplier which, despite the best efforts of Reho Travel Pty Ltd, is unable to be refunded in the event of cancellation.
1.2 The following rules apply to these Terms and Conditions:
(a) headings are for convenience only and do not affect the interpretation of these Terms and Conditions; and
(b) the singular includes the plural, and the plural includes the singular.
2.1 We act as an agent, for and on behalf of Travel Suppliers (Our principals), in providing the Service to You in which We sell and facilitate various types of travel arrangements. We are only their booking agent. We are not their agent for any other purposes.
2.2 Bookings can be made through Us by telephone or email using the contact details available on www.reho.travel or in these Terms and Conditions.
2.3 Once a Booking is confirmed an Itinerary is issued and sent to You. A separate contract is then formed between You and the Travel Supplier. The terms and conditions of Travel Suppliers will apply to the services provided by the Travel Supplier and will govern your relationship with the Travel Supplier. We are not responsible for the goods and services of Travel Suppliers, including without limitation, their quality, and timelines, nor the decisions or directions made by the Travel Supplier once you are in their care and control. If you have not received a copy of the Travel Supplier terms and conditions as part of the Booking process, please let us know and we will provide a copy to You.
3.1 We will provide you with a quote in relation to the price for the Booking based on information provided to Us by Travel Suppliers. As prices are subject to fluctuation, the price is only guaranteed once a Booking is paid in full.
3.2 You will pay the price for the Booking to Reho Travel Pty Ltd by the due date stated on your booking confirmation or within 7 days of the date of any invoice issued by Reho Travel Pty Ltd or in accordance with any Application for Credit applying to You (as applicable).
3.3 For the avoidance of doubt, if an Application for Credit applies to You, the due date for payment of the price is as stated in the Application for Credit.
3.4 Surcharges: All prices are subject to change as a result of availability, currency fluctuations, fuel surcharges, taxes and other Travel Supplier or government charges or increases beyond Our control. In this regard:
(a) we will take all reasonable steps to notify you of the introduction or variation of any government or airline charges or taxes which may apply to your Booking as soon as reasonably practicable unless the government or airline has already taken such steps;
(b) you acknowledge that a Travel Supplier may pass on increases in tax and charges without notice to Us, and We reserve the right to pass on those fuel and tax increases to You; and
(c) all prices can be withdrawn or varied by Us at any time, except when payment has already been made by You.
3.5 Failure to pay any amount due to Reho Travel Pty Ltd by the date it is due, may result in the cancellation of your Booking by Reho Travel Pty Ltd.
3.6 We reserve the right to charge interest at 1.5% per month or the highest rate allowed by law, whichever is the lower, on any amounts outstanding, calculated daily from the date for payment (provided in the Application for Credit or these Terms and Conditions as the case may be).
3.7 In addition to any amounts payable under this Agreement, if the price is expressed on a GST exclusive basis (applicable for business customers), You must pay, on production of a tax invoice, any applicable GST (Goods and Services Tax) payable in respect of the price of the Booking.
4.1 You may pay any amounts due to Reho Travel Pty Ltd, by debit or credit card (e.g. VISA, Mastercard or AMEX).
4.2 You authorise Reho Travel Pty Ltd to charge all amounts owing to Us by You to the credit card details provided to Us when making the Booking or otherwise.
4.3 Credit Card Payments and Surcharges: If you pay the price by credit card, a credit card surcharge of 1.3% (in the case of Visa, Mastercard or AMEX) or 2.29% (in the case of Diners Club) will apply to the price for the Booking.
4.4 Payments processed in a foreign currency (a currency other than the original card holder’s country of issue), may incur a currency conversion fee. Please refer to your financial institution for applicable fees.
4.5 A credit card or debit card fee may also be charged by certain Travel Suppliers and low-cost airline carriers. You will be notified of such charges prior to your purchase.
4.6 All charges, including credit card fees, may be in another currency (e.g. EUR), in respect of which we will provide an estimate in Australian dollars.
5.1 We may charge a service fee for the Booking. Standard service fees are as follows except where a Schedule of Fees applies to You:
International Booking: AUD $130
Domestic and Trans-Tasman Booking: $27.50 (incl. GST)
5.2 We may receive a commission, fee, rebate, gift, or financial incentives from Travel Suppliers in respect of your Booking. Any commission, fee, rebate, gift, or financial incentive received by Us from Travel Suppliers in relation to your Booking is non-refundable in the event of cancellation.
6.1 You may have rights under Australian Consumer Law ("ACL") and similar state and territory laws, including certain consumer guarantees that may not be excluded or limited. Nothing in these Terms and Conditions operates to limit or exclude those rights if you are entitled to them.
6.2 To the extent permitted by law, Our liability for breach of any non- excludable guarantee is limited, at Our option to the re-performance of the Service or paying the cost of re-performance of the Service.
6.3 Reho Travel Pty Ltd shall not be liable for any proximate, incidental, indirect or consequential loss, including without limitation loss of business, loss of profits, loss of contract or goodwill, increased financing, or insurance costs, increased operating costs or business interruption.
6.4 To the full extent permitted by law, the aggregate liability of Reho Travel Pty Ltd in connection with these Terms and Conditions is limited to the price paid to Reho Travel Pty Ltd by You.
6.5 Any claims in relation to the services supplied by the Travel Supplier must be made in accordance with the terms and conditions of the Travel Supplier.
7.1 We strongly recommend You take out travel insurance to suit your needs before travelling which provides cover against losses including but not limited to theft, damage, injury, illness, death or accident, associated treatment, and travel costs. Although not a legal requirement, it is recommended by the Department of Foreign Affairs and Trade for all overseas travel. Also, note that You may not be covered by Medicare if you suffer ill health or injury on a cruise around Australia (where the ship is deemed to be outside Australia).
7.2 We are not responsible and will not arrange a travel insurance policy for You to cover You at any time whilst travelling.
7.3 You acknowledge You are personally liable to cover all medical and associated costs whilst travelling unless you have a valid travel insurance policy. Please check the terms of the relevant policy carefully. Most policies will now have an exclusion for travel indemnity for any event connected to a pandemic.
8.1 You must review all information in Travel Documents, including but not limited to personal information, dates for travel and all pertinent particulars relating to the travel arrangements You have with the Travel Supplier.
8.2 Subject to terms and conditions of the Travel Supplier, Travel Documents cannot be transferred to another party once issued.
9.1 When making a Booking, it is your sole responsibility to ensure You have a valid passport.
9.2 It is your responsibility to obtain information and to have in your possession all the required documentation and identification required for entry, departure and travel to each country or region you visit on your trip. This includes a valid passport and all travel documents required by the relevant governmental authorities including all visas, permits and certificates (including but not limited to vaccination or medical certificates) and insurance policies.
9.3 You accept full responsibility for obtaining all such documents, visas and permits prior to the start of the trips, and you are solely responsible for the full amount of costs incurred as a result of missing or defective documentation.
10.1 You should review any travel advice and visitor warnings (including public health advice) for destinations You are visiting as part of your travel arrangements.
10.2 Some countries and Travel Suppliers may require vaccinations and You should check this on the applicable consulate or embassy website, Travel Supplier website or enquiry line, and consult your general practitioner before commencing travel to any such countries. Also note that some countries have or may introduce “vaccine passports” requiring a full vaccination on account of pandemic management before You can enter their country, minimum age requirements, special exemption criteria and/or PCA testing. It is your responsibility to ensure that You and persons travelling with You meet these requirements. Please note that You may be required to provide a negative COVID-19 test result for travel and some countries may require further testing on arrival.
10.3 You acknowledge that your decision to travel is made based on your own understanding of this information. Further, You acknowledge and agree that You are aware of, and assume responsibility for, the risks associated during a time when there is a COVID-19 pandemic.
10.4 To the full extent permitted by law, We accept no liability in relation to these additional risks.
11.1 We endeavour to provide you any details of updates to schedule changes as we are made aware of them but have no direct obligation or responsibility to. You should check with the Travel Supplier before the date of travel as to whether there are any changes to the schedule confirmed in an Itinerary. This is particularly the case where countries, including Australia, have or may introduce travel bans or caps on the number of persons who may enter their country on account of pandemic management at short notice.
11.2 You acknowledge it is your responsibility to contact the Travel Supplier to check if there have been any changes.
12.1 Changes to any part of your travel arrangements or Booking will be subject to the terms and conditions of the Travel Supplier. A Travel Supplier may charge cancellation and amendment fees in accordance with their terms and conditions. These are in addition to the fees charged by Reho Travel Pty Ltd. Reho Travel Pty Ltd is not liable for cancellation fees or refusals to refund which are made by a Travel Supplier.
12.2 Many Travel Suppliers treat name changes and/or itinerary alterations as a full cancellation and these can incur full cancellation charges.
12.3 Reho Travel Pty Ltd will not charge a cancellation or amendment fee if You cancel or amend your Booking due to a breach by Us of our obligations to You or due to our fault.
12.4 Where a Travel Supplier has agreed to make a change and this results in the re-issuing of Travel Documents or other administrative process by Reho Travel Pty Ltd, We will charge a reasonable administration fee of AUD $121.
13.1 If You wish to cancel your Booking You must give Reho Travel Pty Ltd prior written notice in accordance with these Terms and Conditions.
13.2 Deposits and professional fees are non-refundable.
13.3 Some Bookings in respect of travel or accommodation may be non- refundable and if this is the case, it will be confirmed to you at the time of Booking.
13.4 If the Booking may be cancelled and refunded to the Customer, Reho Travel Pty Ltd may still impose reasonable cancellation fees having regard to industry practices. Cancellation fees are as follows:
Domestic and Trans-Tasman Air Bookings: AUD $50 (incl. GST) per person
International Air Bookings: AUD $150 per person
Cruises, hotel Bookings and packages: AUD $165 (incl. GST) per person
13.5 Cancelled Bookings may also incur Travel Supplier cancellation fees as set out in the Travel Supplier’s terms and conditions. Please note that a Travel Supplier may not provide You with a refund or may instead offer You a credit. Please check their terms and conditions carefully. In circumstances where Reho Travel Pty Ltd has assisted You to obtain a credit with the Travel Supplier, You agree to pay Reho Travel Pty Ltd on demand the applicable fee set out in clause 13.4 as compensation for the time incurred in providing You with such assistance.
13.6 You indemnify Reho Travel Pty Ltd for any cost, expense or liability incurred by Reho Travel Pty Ltd for a Travel Supplier cancellation fee for any Booking which You cancel.
14.1 If You are entitled to a refund by the Travel Supplier in connection with your Booking, Reho Travel Pty Ltd may refund any amounts owing to You but only on the date it receives full payment from the Travel Supplier and not before or otherwise. Please note that some Travel Suppliers may take several months to process refunds.
14.2 Any refund or credit will be subject to the applicable Travel Provider’s terms and conditions and will not include:
(a) a refund of our service fee charged to You at the time of making the applicable Booking, which is non-refundable.
(b) credit card fees or any commissions received.
14.3 As noted in clause 13.5, You may also be charged a cancellation fee by the Travel Supplier.
14.4 Where a Travel Provider agrees to issue You with a refund for unused services, it may charge You a service fee against the value of the refund.
15.1 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 a refund.
16.1 We reserve the right to change or modify all or any part of these Terms and Conditions at any time.
16.2 We will provide you at least 30 days written notice of any change or modification to all or any part of these Terms and Conditions. If as a result of any change or modification, You wish to terminate this Agreement, You can do so subject to providing us 30 days written notice. Any termination of this Agreement is without prejudice any rights or remedies of either party which accrued prior to the effective date of termination.
17.1 We reserve the right to cancel your Booking in the event we have reasonable grounds to believe that it is fraudulent.
17.2 If a Travel Supplier changes any part of your Booking for reasons beyond its control, We will use reasonable endeavours to notify You. If any such changes result in your Travel Product costing more otherwise being materially different, then You may cancel the Travel Product however, any refund would be subject to that Travel Provider’s terms and conditions.
18.1 Some Travel Suppliers will require an additional charge to be paid locally (e.g. a resort fee) at the time of check-in or check-out. This amount is in addition to the amount shown during the booking process under the ‘total booking cost’ amount.
18.2 There may be taxes levied abroad but not paid at the point of purchase which are payable in relation to your hotel booking (e.g. local taxes, sales tax etc.). Any such local taxes will be payable by You directly to the Travel Supplier at the time of check-in/check-out.
19.1 You agree not to directly or indirectly solicit any employee of Reho Travel Pty Ltd to leave their employment with Reho Travel Pty Ltd for a period of 6 months from the date upon which the provision of the Service to You was concluded.
19.2 If You breach clause 19.1 and the solicited employee is employed by You or an Affiliate of yours then You agree to pay Reho Travel Pty Ltd an amount equivalent to 6 months’ salary (calculated at the rate Reho Travel Pty Ltd paid that employee on the date they left Reho Travel Pty Ltd.’s employment) in compensation for the costs of recruiting (including payment of any recruitment fee) and training a replacement employee and the disruption caused to Reho Travel Pty Ltd.’s business. You agree that such amount is a genuine pre- estimate of the loss that Reho Travel Pty Ltd would suffer in those circumstances.
20.1 Neither party shall be liable for any failure or delay or default in performance of their obligations arising under these Terms and Conditions if such failure or delay or default is caused by conditions beyond its control including but not limited to acts of god, earthquake, tsunami, volcanic eruption (including any resulting plume affecting flights), flooding, bushfire or wildfire (however described), government restrictions, war (including biological war and any act of aggression by a country in the nature of war, whether or not falling within the definition of war), insurrections, civil unrest, pandemics, terrorism, and/or any other cause beyond the reasonable control of the party whose performance is affected (“Force Majeure Event”).
20.2 If a Force Majeure Event occurs which affects your Booking, your entitlement to a refund, a credit, or a re-scheduled Booking will depend upon the applicable Travel Supplier’s terms and conditions.
20.3 If your Booking is affected by a Force Majeure Event and You are entitled to a refund or credit from the applicable Travel Supplier, we will facilitate this refund or credit.
20.4 Our booking fee, credit card fees or any commissions received are non-refundable in the circumstance that a Force Majeure Event occurs.
21.1 You warrant to Us that:
(a) You are at least 18 years old and have the power, capacity, and authority to enter a binding contract with Us and with Travel Suppliers.
(b) You have read and understood these Terms and Conditions.
22.1 Any notice sent under this Agreement must be in writing and may be delivered by hand or sent by prepaid mail, facsimile or email to the other party, details of which have been provided.
22.2 Reho Travel Pty Ltd.’s contact details for notices are:
Postal Address: 484 St Kilda Rd Melbourne VIC 3004
22.3 A notice is treated as given when:
(a) if hand delivered, when delivered;
(b) if sent by prepaid mail, when received or within 48 hours after posting, whichever is the sooner;
(c) if sent by facsimile, when facsimile machine confirms transmission; or
(d) if by email, when the email is sent (unless the sender is on notice that the email has not been successfully sent or delivery has been delayed).
23.1 Reho Travel Pty Ltd is an accredited member of ATAS and operates in accordance with the ATAS code of conduct ("Code"). Part 5 of the Code provides a complaint handling process.
23.2 If You are unhappy with any aspect of the Service provided by Reho Travel Pty Ltd, please telephone, email, or write to Us with full details as soon as practicable.
23.3 We will acknowledge your complaint within 5 business days of receiving it and attempt to investigate your complaint within 10 business days of receipt. We will maintain reasonable communication with You throughout this period.
23.4 Alternatively, You may lodge a complaint directly with the ATAS Compliance manager, details of which are available on www.atas.com.au.
23.5 If any dispute or difference arises between us in connection with this Agreement (“Dispute”), the party claiming a Dispute shall provide written notice to the other party.
23.6 Within 10 business days of receipt of the notice of the Dispute, We will work in good faith with You to attempt to resolve the Dispute.
23.7 If the Dispute cannot be resolved within a reasonable time, either party may require that the Dispute be referred to mediation. The mediator shall be agreed between the parties, or otherwise appointed at the request of either party by the President of the Victorian Law Society.
23.8 Each party will bear their own respective legal costs (as between solicitor and client) of the enforcement or attempted enforcement of respective rights, remedies and powers under these Terms and Conditions, including referral of any Dispute to mediation.
23.9 Neither party will be entitled to commence legal proceedings in respect of a Dispute, other than in respect of a claim for payment of the price, until and unless the process set out in this clause has been complied with and the Dispute remains unresolved.
23.10 Nothing in this clause will prevent either party from obtaining urgent interlocutory relief at any time.
24.1 Information We obtain from You, or your representative, is reasonably necessary for Our business purposes or in providing the Service to You, and You acknowledge, agree and consent to Reho Travel Pty Ltd providing any such information to the Travel Supplier.
24.3 Neither party may use Confidential Information for any purpose not contemplated by these Terms and Conditions. We will restrict access to any Confidential Information supplied to those in Our organisation who need such access to perform their duties in providing the Service.
24.4 If Confidential Information is disclosed, the Receiving Party will ensure it is used for the sole and exclusive purpose of fulfilling any obligations it has under these Terms and Conditions. The Receiving Party will not, without written consent of the Disclosing Party, disclose any such Confidential Information to any other person or entity.
25.1 If there is any inconsistency between these Terms and Conditions and the Booking, the terms of the Booking will prevail.
26.1 This Agreement is governed by and construed in accordance with the laws of the State of Victoria and each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts of Victoria, Australia and courts entitled to hear appeals from those courts.