Terms & Conditions

Effective: 30th April 2018

1. DEFINITIONS
Booking means the details, which we or one of our Authorised Agents have entered in our system relating to a journey to be made by a Passenger, or in the case of a Ticket with an open date, the details of the Passenger and the type of Ticket purchased by the Passenger
Event of Force Majeure means any circumstances beyond our reasonable control including but not limited to war, acts of terror, inclement weather, hurricanes, cyclones, severe storms or weather, hail, strikes, lockouts or raw material shortages (including shortages of fuel)
Experience means any tour, accommodation or activity that is not included in part of a purchased Package Package includes any Oz Experience Travel Package that includes a component of travel and tour, accommodation or activity product
Supplier means a third party operator who provides an Experience which is booked by Oz Experience

2. GENERAL
2.1 You must be 18 years or older to purchase an Oz Experience Package
2.2 Your first date of travel must be booked and travel begun within 12 months from the date of purchase
2.3 Once the first leg of travel is booked there is six (6) months to complete travel. Additional six (6) months validity can be purchased at additional cost
2.4 All prices and inclusions are subject to change without notice
2.5 Travel insurance is NOT included in the cost of an Oz Experience Package and it is highly recommended that you purchase your own
2.6 To the extent permitted by law, all implied terms or warranties, whether statutory or otherwise, are excluded in relation to the services provided by Oz Experience under these Terms and Conditions. The Australian Consumer Law provides consumers with a number of protections and Consumer Guarantees which cannot be excluded or limited (Consumer Guarantees). These terms and conditions are to be read subject to those Consumer Guarantees.
2.7 The Consumer Guarantees referred to in clause 2.6 do not apply to and we do not accept liability for, service failures relating to the transport of goods for the purposes of a consumer’s business, trade, profession or occupation. Where our services are not acquired for personal, domestic or household purposes, we limit our liability for failure to comply with the Consumer Guarantees to supplying the services again or paying the costs of having the services supplied again

3. CANCELLATIONS AND REFUNDS
3.1 PACKAGES
Package bookings are subject to the following cancellation fees:
No refund:

a) If Package is purchased and cancelled due to a change of mind or personal circumstances 
b) If you fail to turn up to an inclusion on the day booked and/or failed to notify the Supplier of any changes prior to intended travel day, or
c) If a booking date of an inclusions is changed and subsequently cancelled by you (the customer)
d) If the booking date of an inclusions is changed to open-dated and subsequently cancelled by you (the customer)
e) After the Package has expired

Refund available:

f) If the provider of an inclusion (tour, accommodation or experience) cancels the service on the date you are booked. You will be offered the choice between changing to an alternative date or refund of the discounted purchase value of the inclusion in the Package purchased
g) If the tour is cancelled due to a natural disaster event beyond the control of the tour provider or you (the customer), you will have the choice between changing to an alternative date or refund of the discounted purchase value of the inclusion in the Package less 10% cancellation fee

3.2 EXPERIENCES
Subject to the following cancellation fees:
No refund:

a) If you fail to turn up on the day booked and /or failed to notify the Supplier of any changes prior to intended travel day, or
b) If you cancel or change date within 24 hours of original departure date

Refund available:

a) If the tour is cancelled due to a natural disaster event beyond the control of the tour provider or you, the customer, you will have the choice between changing to an alternative date or full refund less 10% cancellation fee
b) If a booking date is changed and subsequently cancelled by you (the customer), a 10% cancellation fee applies
c) If the tour provider cancels the service on the date you are booked, you will be offered the choice between changing to an alternative date or full refund

3.3 All refunds will be processed back to the customer in the same manner the booking was originally purchased

4. EXPERIENCES
4.1 An Experience is classed as any tour, experience, activity or accommodation product that Oz Experience sells as an agent on behalf of a Supplier
4.2 Experiences are booked on your behalf with external service providers and are not operated by Oz Experience
4.3 Experiences are subject to change at any time, where this affects our customers’ existing bookings we will provide an alternative to equal or greater value
4.4 Itineraries may vary and/or attractions substituted due to seasonal conditions, or traditional owner and national park requirements as advised by each operator
4.5 During peak seasons, which include but not limited to Australian Summer and Easter, tours fill up very quickly. We suggest that you book your tour dates well in advance - in most places a minimum of 3 weeks or more prior to your preferred travel date is recommended, to avoid disappointment
4.6 You will need to reconfirm each tour booking direct with the tour operator. Contact details can be found on your ticket
4.7 The customer acknowledges and agrees that Oz Experience acts as an agent only in respect of such bookings and that our obligation is to make bookings on your behalf and to arrange relevant contracts between you and the service providers and that those bookings are subject to the terms and conditions of the relevant service provider
4.8 We have no responsibility for any activities conducted in respect of any Experience bookings nor do we make or give any warranty or representation regarding their standard
4.9 All Experiences are booked on behalf of the customer and is subject to the terms and conditions and limitations of liability imposed by these service providers. Your legal recourse for those services is against the specific provider and not us. If for any reason (excluding fault by us) any service provider is unable to provide the services for which you have contracted, your remedy lies against that provider and not with us
4.10 It is your responsibility to ensure you are booked on a Greyhound coach to arrive at the destinations required for each tour

5. COACH TRAVEL
5.1 Packages include unlimited Hop-On Hop-Off travel on Greyhound Australia coaches in one direction only. No back tracking is allowed
5.2 Coach Travel included is operated by Greyhound Australia and trips are available according to their standard terms and conditions of travel
5.3 You are required to book each coach trip in advance to ensure you have a seat on your preferred service
5.4 It is recommended that you book your coach trip in advance. This can be done by making your booking online, visiting a Greyhound Australia Travel Centre or calling 1300 300 028. Oz Experience and Greyhound Australia do not accept any liability if you are unable to get a seat on your preferred service
5.5 During peak seasons, which include but not limited to Australian Summer and Easter, coaches fill up very quickly. We suggest that you book your travel date well in advance to avoid disappointment
5.6 Greyhound Australia reserves the right to refuse carriage if you do not comply with their minimum dress standard (a shirt, skirt/pants/trousers and footwear) or if they believe you to be intoxicated by alcohol and/or drugs. Refer to their full Terms & Conditions 

6. BAGGAGE
6.1 All baggage, including carry-on baggage, is the sole responsibility of the passenger as Greyhound Australia accepts no responsibility, and shall not be liable, for theft, loss or damage to any passenger’s baggage due to events beyond our control whilst in a Greyhound Travel Centre, on a Greyhound vehicle, in transit or otherwise in Greyhound Australia’s possession or control. This clause is subject to the Consumer Guarantees referred to in clause 2.6 and the exclusions of liability referred to in clause 2.7
6.2 Passengers are advised to carry all personal items with you, on your person, while disembarking at meal, rest and other stops
6.3 You are entitled to two (2) pieces of standard sized baggage and one (1) item of carry-on baggage up to 8kgs. Each piece of baggage can weigh no more than 20kg
6.4 Additional baggage allowance and any oversized extras, such as a bike or surfboard, can be purchased directly from Greyhound Australia. Visit Greyhound Australia for more details on extra baggage options

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