Terms & Conditions
In these Booking Terms and Conditions “we”, “us” or “our” mean Intro Travel Pty Ltd (ABN 49 137 992 039), and Intro Travel Ltd - UK (Company Registration Number 06554003), its successors and assignees, and “you” or “your” mean the person, organisation or entity that uses our Site or books or participates in a Tour with us, each a “Party” and collectively “the Parties”.
These Terms form the agreement under which you will use our Site and we will supply our Tours to you. Please read these Terms carefully. Your use of our Site or booking or participation in a Tour, indicates that you have had sufficient opportunity to access these Terms, and that you have read, accepted and will comply with these Terms. If you have any questions, please contact us before using our Site or booking or participating in a Tour, by using the contact details below.
You may book a Tour from us, using the booking process on our Site. We may, at our discretion, accept or reject any booking of a Tour, for any reason.
If we accept your booking, a confirmation email will be sent to you, attaching details of the Tour, our invoice and a copy of these Terms (Confirmation Email). It is your responsibility to check the booking details (including, in particular, the details of your Tour) provided in the Confirmation Email before paying our invoice.
Your booking will be complete, on your payment of part, or all of, the Fee in accordance with these Terms. Once your booking is complete, you may not cancel your booking other than in accordance with these Terms, including our cancellation policy.
The Fees are determined by the Tour that you have selected during the booking process and as further particularised in the Confirmation Email.
Fees are to be paid to us using the payment method prescribed on our Site and in accordance with the payment terms in our invoice. You must pay the Fee in full prior to the commencement of your Tour. We may cancel your participation in the Tour if the Fee is not paid to us in full in accordance with these Terms.
Our Fees may change from time to time, at our discretion. It is your responsibility to check our current Fees before you submit your booking through our Site. For the avoidance of doubt, once your booking is complete, the Fee for your Tour will not change.
You may register an account or access the check-in portal on our Site to retrieve details of any of your Tours. It is your responsibility to keep your account/check-in portal details confidential. You will remain liable for all activity on your account or your check-in portal.
We may grant or refuse you permission to create an account or access to the check-in portal. We may disable any account or check-in portal, or delete any data, at our discretion. We reserve the right to access, monitor and modify your account, the check-in portal and the Site for maintenance, upgrades and security purposes at any time.
Following your payment of part or all of the Fees, if you cancel your Tour:
(a) more than 30 days prior to the start date of the Tour, you will be liable to pay a cancellation fee of 25% of the value of the tour. If applicable, we will refund you the balance of any Fee paid by you; and
(b) within 30 days from the start date of the Tour, you will be liable to pay the Fee in full.
If you cancel on the start date of the Tour or any time thereafter (including by leaving the Tour) or you do not show up for the Tour, you will be liable to pay the Fee in full and no refund will be made to you.
We will notify you as soon as possible if we need to suspend or reschedule a Tour.
If we suspend a Tour because of events or circumstances beyond our reasonable control:
- Prior to the start date of the Tour, you will receive a credit of any Fees that have been paid by you that can be used on any future tour with us; and
- After the start of the Tour, you will receive a credit of any Fees that have been paid by you on a pro-rata basis.
If we have to suspend or make major changes to your tour because of force majeure we will not be liable to refund your monies or pay you compensation. In these such circumstances we will do our best to offer you an alternative date or tour, or a credit towards future travel with us. Force Majeure can include, but is not limited to, war, the threat of war, civil strife, pandemic, terrorist activities or the threat of terrorist activities, acts of governments or local authorities, strikes, industrial disputes, demonstrations, natural disasters, unnatural disasters such as explosions or any similar event which is outside our control.
You may not transfer your Tour to another party. If you are unable to participate in a Tour, the cancellation policy will apply. We may allow you to transfer a Tour, or any amounts of the Fee paid by you, to another party, however we will have no obligation to do so, and this allowance will be made in our absolute discretion.
We understand that your travel plans may change. You must notify of us of any desired start date or tour changes prior to the start date of your tour. Your request for a start date or tour change will be subject to the availability of your desired tour or date.
If the new date or tour is available, and you wish to change:
- more than 14 days prior to the start date of your original tour, the change will be free of charge; or
- within 14 days from the start date of the original confirmed tour, you must pay us a minimum administrative fee of $200 AUD (or £100 GBP for residents of the United Kingdom), for the reasonable costs incurred by us for the change. Additional charges may apply depending on your destination of travel & notice given.
The Tour itinerary may be subject to change due to unexpected circumstances or events. If we are unable to offer a particular inclusion in the Tour itinerary due to events or circumstances beyond our reasonable control, we will use our best endeavours to replace it with an inclusion of equal or greater value.
You must be at least 18 years old, or if you are under 18 years old, obtain the consent of, or during the Tour be under the supervision of, a legal guardian that is at least 18 years old.
Participation in our Tours may involve physical effort and exertion. You must not participate in a Tour if participation in the Tour will adversely affect your physical health and/or medical condition. We recommend that you seek medical advice regarding your participation in any Tours. Your participation in a Tour will be at your own risk, and you agree to sign a waiver form prior to your participation in any Tours.
You are responsible for obtaining any vaccinations or medical information relevant to your destination country.
You must have a valid passport for the duration of any Tour and for 6 months thereafter. It is your responsibility to have a valid visa throughout the duration of the Tour. We will not be held responsible if you are denied entry to a destination country due to an invalid passport or visa.
If you book a Tour that expressly states that we will apply for a visa and/or bank account on your behalf, you authorise us to prepare and lodge your visa application and/or bank account application, and perform all incidental or related activities, based on the information provided by you. We do not have an impact on, and will not be liable for, the processing time or result of any visa application and/or bank application.
You must hold and maintain valid travel insurance for participation in any Tours where the destination country is within Asia. We highly recommend holding and maintaining travel insurance when participating in any other Tours (including any Tours in Australia). Please contact us if you require assistance with purchasing travel insurance.
Any tours purchased via Open Dated booking online will be price locked at the value of the tour made at time of booking.
Your Open Dated booking is valid for 24 months at which point it and any associated credits will expire. You will be emailed prior to expiry to ensure you don’t miss the opportunity to secure your space.
An Open Dated Booking credits the value of your payments to your account. These credits are flexible and can be applied to any Start Date or INTRO Travel tour you choose.
If a differing tour of a higher value is chosen the difference of balance will need to be paid prior to confirmation.
If a different tour of lower value is chosen you will be credited the difference for future purchases.
You must notify of us of desired start date or tour preferences more than 14 days prior to start date of your tour. Your request for a start date or tour change will be subject to the availability of your desired tour or date.
When participating on a Tour, you must cooperate with us, and conduct yourself in an appropriate, decent, lawful, non-aggressive, non-bullying and proper manner, and comply with these Terms and any instructions or directions given to you by us or any of our tour guides, at all times.
We may terminate these Terms and request you to leave a Tour if in our view your conduct is inappropriate. If we request you to leave a tour, no refund will be made to you.
You acknowledge and agree that we are unable to control the conduct of you or third parties. You acknowledge and agree that, to the maximum extent permitted by law, we will not be responsible or liable for any conduct of, you or any third party.
You agree to do all things, and provide us with such information and documentation necessary, and as we reasonably require for us, to be able to process your booking for a Tour and to provide the Tour to you. This includes, but is not limited to, providing us with your full name, date of birth, passport and passport details or details of any medical conditions. The information and documentation that you provide to us, must be complete, accurate and correct.
During your Tour, your tour guide or other group members may take photos or record videos of you participating in the Tour or you may provide us with photos or videos that you have taken. You consent to us publishing such photos and videos and details (including but not limited to your name, location and date) for our marketing purposes including on the Site and social media.
We collect personal information about you in order to confirm your eligibility for a Tour (including confirming your date of birth), to allow you to make a booking for a Tour on our Site, to process your booking for a Tour (including to apply for visas on your behalf), to enable you to access and use the Site or check-in portal, to create an account, to contact and communicate with you or to respond to your enquiries.
When collecting and using your personal information, we agree to comply with the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and any other applicable Laws.
We may disclose that information to third party service providers who help us deliver our services and Tours (including information technology service providers, data storage, web-hosting and server providers, professional advisors, payment systems operators and our business partners (including third party tour operators)) or as required by law. If you do not provide this information we may not be able to supply our Tour to you. In certain circumstances, we may disclose your personal information to third parties located, or who store data, outside Australia.
We may retain personal information provided by you to communicate with you or to allow you to access your account or to book other Tours with us. If you wish to opt-out of communications (including any marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in any of our communications.
You may request to obtain the details of the personal information that we hold about you or the deletion of the personal information that we hold about you by contacting us using the details below.
By providing personal information to us, you consent to us collecting, holding, using and disclosing your personal information in accordance with these Terms.
Third Parties: We may provide Tours to you using third parties. We make no representation or warranty about the services provided by third parties, and to the maximum extent permitted by law, we exclude all responsibility and liability for the third party services, or their failure to provide the services.
Warranties: You acknowledge and agree that the information and material on our Site may be inaccurate, incomplete or unavailable from time to time. To the maximum extent permitted by law, all information and material are provided to you without warranties, guarantees, representations or conditions of any kind, either express or implied, and we expressly disclaim all warranties, guarantees, representations or conditions of any kind.
Exclusions: To the maximum extent permitted by law, we exclude all liability, and will have no liability, for:
- the Site or your use of the Site;
- any acts or omissions of you (including your participation in any Tour);
- any acts or omissions of any third party (including, but not limited to any government agency, hotel, tour operator or airline);
- any event or circumstance beyond our reasonable control;
- any information or documentation supplied by you;
- any property loss or damage (including to your baggage) or personal injury, loss or death; and
- any Consequential Loss.
Limitation: To the maximum extent permitted by law, our total liability arising out of or in connection with these Terms, however arising, including under contract, tort (including negligence), in equity, under statute or otherwise, will be limited to us either, at our sole and unfettered discretion, resupplying the relevant Tour to you or paying to you an amount not exceeding the Fees paid by you to us for the Tour the subject of the claim.
Indemnity: You indemnify us from and against all Claims (including legal costs and expenses on a full indemnity basis) resulting from your breach of these Terms.
The obligations under this clause (‘LIMITATION OF LIABILITY AND DISCLAIMERS’) will survive termination of these Terms.
Intellectual Property: As between the Parties, we own all intellectual property rights on the Site or in any materials provided to you.
Disputes: We will use our reasonable endeavours to assist you in resolving disputes with third parties that may arise from your participation in a Tour. We will handle any disputes or complaints that you may have against us in good faith and in a timely manner. You may not commence court proceedings relating to any dispute or complaint arising from, or in connection with, these Terms without first meeting with us (in good faith) to resolve that dispute or complaint (unless you are seeking urgent interlocutory relief or the dispute or complaint relates to compliance with this clause).
GST: If and when applicable, GST is payable under these Terms. By accepting these Terms, you agree to pay us an amount equivalent to the GST imposed (including, on the Fee).
Compliance with Law: You agree to comply with all applicable Laws.
Assignment: We may assign or transfer our rights or obligations under these Terms without your consent.
Notices: Any notice in connection with these Terms will be deemed to have been duly given when made in writing and delivered or sent: (a) by us, to your email address or postal address, and (b) by you, using the contact details below.
Severability: If any of these Terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
Jurisdiction and Applicable Law: These Terms are governed by the laws of NSW and the Commonwealth of Australia and the laws of the United Kingdom and subject to the applicable jurisdictions of those courts. The Site may be accessed throughout Australia, the United Kingdom and overseas. We make no representation that the Site complies with the laws of any country outside Australia or the United Kingdom. If you access the Site from outside Australia or the United Kingdom, you do so at your own risk and are responsible for complying with the laws in the place where you access the Site.
Entire Agreement: These Terms contain the entire understanding and agreement between the Parties in respect of its subject matter.
Amendment: We may, at any time and at our discretion, vary these Terms by publishing varied terms on the Site. Prior to booking a Tour, we recommend you carefully read the terms that are in effect at that time to ensure you understand and agree to them. For any booking that has been accepted by us, the terms and conditions that apply will be the ones that were in effect (and which you agreed to) when you made the booking.
In these Terms, capitalised words have the meaning given to them within the Terms and, unless the context otherwise requires, as defined below:
Claim / Claims includes a claim, notice, demand, right, entitlement, action, proceeding, litigation, prosecution, arbitration, investigation, judgment, award, damage, loss, cost, expense or liability however arising, whether present, unascertained, immediate, future or contingent, whether based in contract, tort or statute and whether involving a third party or a Party to these Terms or otherwise;
Confirmation Email means as defined within the Terms, being the email received by you from us, confirming your booking, and attaching and forming part of these Terms;
Consequential Loss means any Claims (whether direct, indirect, incidental, special, consequential and/or incidental) suffered by you or made against you, arising out of or in connection with these Terms (including, but not limited to, for loss of profits, revenue, production, opportunity, benefit, goodwill, reputation), even if we were expressly advised of the likelihood of such loss or damage;
Fee means the fee set by us for the Tour, as set out in the Site and/or the Confirmation Email, and as adjusted in accordance with these Terms;
GST has the meaning it has in the A New Tax System (Goods and Services Tax) Act 1999 (Cth);
Laws means any relevant law, legislation, ordinance, regulation, by-law, subordinate legislation, standard and code, and any approval, licence or consent issued by a government department or statutory authority in any relevant jurisdiction, and including any renewal of, or variation to, any of them;
Site means our website (https://www.introtravel.com) as supplemented, varied or replaced from time to time;
Tour means, as relevant, the tours described on our Site, or any Tour we have agreed to provide to you (as further particularised in the Confirmation Email); and
Terms mean these Booking Terms and Conditions, together with any Confirmation Email as contemplated by these Terms, as amended in accordance with its terms.
Occasionally we will run a sale or promotion for some or all products. These promotions are only valid during the outlined time period shown in the promotion. If no time period is listed INTRO Travel reserves the right to discontinue the promotion at any time. Offers are only valid on new purchases made onsite at www.introtravel.com. Discounts can not be applied to pre-existing bookings. Discounts are applied to Tour bookings only are not applicable to any other items purchased.
Occasionally we will run a promotion for Deposits at a discounted rate. Unlike other INTRO deposits these discounted deposits are non transferrable, and can not be used on other tours or dates outside of the promotional period. This promotion is only valid during the outlined time period and for the listed tours. If no time period is listed INTRO Travel reserves the right to discontinue the promotion at any time.
INTRO Travel Gift Cards will expire within 24 months of purchase if no tour is selected. Gift Card value can not be redeemed on non-tour purchases. Gift Card's entire value must be redeemed at one time. Remaining balance can not be issued or transferred for a later date. Outstanding credit or balance can not be used to redeem new Gift Card. INTRO Gift Cards are non-refundable.
For any questions or notice, please contact us at: