Terms & Conditions

Effective: 14th January 2019

Oz Experience is a brand owned and operated by Greyhound Australia Pty Ltd (ABN: 59 104 326 383)
The Australian Consumer Law provides Consumers with a number of protections and Consumer Guarantees that cannot be excluded, restricted or modified. These Terms, and in particular the ticket fare rules, refund and limitations of liability provisions set out in these Terms, are therefore subject to, and will not apply to the extent that they exclude, restrict or modify such protections and any Consumer Guarantees applicable to Consumers.

These Consumer Guarantees provide Consumers with a basic, guaranteed level of protection for services that they acquire from us, including: (i) a guarantee as to due care and skill, (ii) a guarantee as to fitness for a particular purpose; and (iii) a guarantee as to reasonable time for supply. If we fail to live up to any of these Consumer Guarantees for a relevant service we provide, you may be entitled to a remedy under the Australian Consumer Law. If the breach of the Consumer Guarantees cannot be remedied or amounts to major failure, you are entitled to a refund or other remedies under the Australian Consumer Law. You may also be entitled to compensation for reasonably foreseeable losses caused by the failure. A major failure occurs when a reasonable consumer would not have purchased the services had they known about the extent of the failure or where the service is substantially un-fit for purpose and cannot be fixed within a reasonable time.

1. DEFINITIONS
Authorised Agent
means any one of our agents who are authorised to sell Packages on our behalf
Baggage means any item that a Passenger brings on our Coach, including but not limited to any items stored in storage bins and any item of Standard Baggage and Non-Standard Baggage, excluding any Hand Baggage
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, or is not included in part of a purchased Package
Greyhound means Greyhound Australia Pty Ltd ACN 104 326 383
Package includes any Oz Experience Travel Package that includes a combination of travel and Experience product
Supplier means a third-party operator who operates an individual Experience which is either included in a Package or booked by Oz Experience
Upgrade means an extension purchased that allows extra days to complete travel
Us, we or our means Greyhound Australia Pty Ltd and its Subsidiaries and Related Bodies Corporate, its officers, employees, agents and subcontractors
Travel Days is defined as a 24-hour period commencing at 00:00am and ending at 23:59pm AEST (Australian Eastern Standard Time)
Traveller means the Customer, the person whose name is on the booking and is utilising the Package or Experience purchased
Whimit Pass means a Travel Pass with unlimited travel up to a pre-set number of days purchased
You or your means the Customer, the person whose name is on the booking and is utilising the Package or Experience purchased

2. FARE RULES
2.1. Minimum age to purchase and travel on a Package is 18 years
2.2. Packages are valid for the person whose name they were originally purchased and issued in and are non-transferable
2.3. The first date of travel must be booked, and travel commenced within 12 months from the date of purchase
2.4. Once the first leg of travel is booked the number of travel days commences. For Adventurer, Discover, Cruiser and Explorer bookings this is 60 days. The Wanderer has 90 days to complete travel.
2.5. Additional validity can be purchased at any time before the Package expires. The validity provides you with extra Travel Days on Greyhound services and the ability to book your un-used Experiences during this time
2.6. All prices and inclusions are subject to change without notice
2.7. We reserve the right to vary any prices, inclusions, routes and locations without notice. We will endeavour to notify our Authorised Agents of these changes, however will not be liable for any other incorrect or outdated information published
2.8. Date changes on Experiences included in a Package are free, up to two changes. After this, Suppliers reserve the right to charge an admin fee each time you make a change. This is not covered by us and is payable by You directly to the supplier. It is the supplier’s discretion to charge this fee and we are not liable for this cost

3. CANCELLATIONS AND REFUNDS
3.1 PACKAGES
Without limiting any rights or remedies under the Australian Consumer Law, 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
Without limiting any rights or remedies under the Australian Consumer Law, Package bookings are 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 Experiences are booked on your behalf with external service providers and are not operated by Oz Experience
4.2 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
4.3 Itineraries may vary and/or attractions substituted due to seasonal conditions, or traditional owner and national park requirements as advised by each operator
4.4 You will need to reconfirm each tour booking direct with the tour operator. Contact details can be found on your ticket
4.5 You acknowledge and agree 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
4.6 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
4.7 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
4.8 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

5. COACH TRAVEL
5.1 It is your responsibility to ensure you are booked on a Greyhound coach to arrive at the destinations required for each tour
5.2 The Travel component of the package is supplied by Greyhound, Oz Experience travelers are required to adhere to their terms and conditions of carriage for all trips taken on their service
5.3 Greyhound reserves the right to refuse carriage if you do not comply with their Terms & Conditions of carriage www.greyhound.com.au
5.4 Packages purchased from 14th January 2019 include unlimited travel anywhere on the Greyhound network using the Whimit Pass
5.5 Packages purchased prior to this date include Hop-On Hop-Off travel between two pre-set locations and is for travel in one direction only. No back tracking is allowed
5.6 You are required to book each coach trip in advance to ensure you have a seat on your preferred service. All bookings are subject to Greyhound availability at the time of booking
5.7 It is recommended that you book your coach trip in advance. This can be done by making your booking online, visiting a Greyhound Travel Centre or calling 1300 300 028. Oz Experience and Greyhound do not accept any liability if you are unable to get a seat on your preferred service
5.8 During peak seasons, which includes but not limited to dates between November and March , coaches fill up quickly, in some cases a month in advance. We suggest that you book your travel date well in advance to avoid disappointment

6. GENERAL
6.1. Travel insurance is NOT included in the cost of an Oz Experience Package and it is highly recommended that you purchase your own
6.2. All baggage and belongings are the sole responsibility of you, and we shall not be liable for theft, loss or damage due to any even while travelling on Greyhound or one of our Suppliers
6.3. Baggage size limits apply on Experiences and coach travel, we strongly recommend you check the requirements for each supplier before arrival to ensure you are prepared and ready for the Experience

7. LIMITATION OF LIABILITY
7.1. all conditions, warranties and implied terms, whether statutory or otherwise, are excluded in relation to any goods or services by us to Passengers under these Terms
7.2. our accumulated liability under this agreement is limited to the cost of the Ticket purchased by the Passenger
7.3. we exclude any liability for legal costs and disbursements and, without limitation, any indirect or consequential expense, loss or damage, loss or damage to reputation, loss of goodwill, loss of profits, revenue, use, expectation or opportunity, wasted expenditure, lost production or similar losses suffered by a Passenger under or in connection with these Terms
7.4. subject to these Terms, we are not liable for any loss or damage arising out of or consequential upon, directly or indirectly, any abandonment of, delay in departure or delay during any trip howsoever caused
7.5. we are not liable for any loss, damage, cost, expense or liability incurred by the Passenger as a result of an act or omission of a Supplier; and
7.6. we are not liable for any death, injury, sickness suffered by any Passenger or for any cost, loss, damage, liability or expense of any kind whatsoever suffered or incurred by a Passenger, including in respect of any theft or loss of the Passenger's Baggage
7.7. The Australian Consumer Law provides Consumers with a number of protections and Consumer Guarantees that cannot be excluded, restricted or modified. These Terms, and in particular the limitations of liability set out in these Terms including but not limited to this clause 6, are therefore subject to, and will not apply to the extent that they exclude, restrict or modify such protections and the Consumer Guarantees applicable to Consumers.
7.8. To the extent that we are deemed to supply recreational services (as defined in the Australian Consumer Law), and provided we are not deemed to have engaged in reckless conduct (as that term is defined in the Australian Consumer Law) we are not liable to any Passenger for:
   a) death
   b) physical or mental injury of an individual (including the aggravation, acceleration or recurrence of such an injury of the individual)
   c) the contraction, aggravation or acceleration of a disease of an individual
   d) the coming into existence, the aggravation, acceleration or recurrence of any other condition, circumstance, occurrence, activity, form of behaviour, course of conduct or
       state of affairs in relation to an individual
   e) that is or may be harmful or disadvantageous to the individual or community
   f) that may result in harm or disadvantage to the individual or community

;

Link a booking to your account