TravelOnline Terms & Conditions

The following general terms and conditions apply, however regional circumstances and regulations, contractual obligations to suppliers, and matters relating to location, product type and supply logistics may cause these to be varied slightly for specific products, or specific destinations. These amendments and alterations are shown in the Terms And Conditions sections of each web site, and should be read in conjunction with the Terms And Conditions shown below.

  • Travel arrangements and prices detailed on our web sites are provided and coordinated by Travel Online Pty Ltd ABN 54 063 119 620.
  • Travel Online has taken due care and responsibility to verify and check all information on our web sites as at the time of compilation, however, as this information is supplied by the relevant accommodation & tour/cruise operators in our brochures, it accepts no responsibility for any inaccuracy or misdescription contained in the publications.
  • Sales of services as contained in our publications are made by Travel Online only as agent for the person, business or company providing the services. The standards of accommodation and other services chosen are based on various factors, which are generally accepted as indicative of a certain class.
  • Travel Online does not accept responsibility for any change in prices or variation of services as shown, and all services and prices are subject to change without notice.
  • Travel Online does not accept any liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, of those service providers in connections with your convention pursuant to a contract between them and yourselves and over whom we have no direct control. We do not accept liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government or of any other authorities, accidents to or failure of machinery or equipment or industrial action.
  • It is essential that you check with us, or your travel agent, for any changes or variations to the information shown on our web sites. This will allow us to advise you, or your agent, of any such changes that we are aware of either before you book your holiday, or prior to your departure.

Terms and Conditions of Booking

Quotes, Rates and Price Variations: Our quotation system accesses both live pricing and static pricing depending upon the supplier. It is not uncommon for suppliers (e.g. Airlines, Cruise Liners and Hotels) to sell out, alter or withdraw prices including advertised special rates. If prices, rates or inclusions vary from your quotation or from an advertised price, we will advise you of any change prior to your booking request and any transaction being processed. If you do not wish to proceed with the booking at the new price, you may cancel the booking request at no cost to you. Once your booking has been confirmed and payment received, any new specials released cannot be applied to existing bookings. Prior to full and final payment being received, we reserve the right to vary prices and rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes or any other reason, you are required to pay the increase when notified by us or you may cancel the booking. We are not liable in any way if any increase occurs due to exchange rate fluctuations, taxes or supplier notifications. Rates quoted are appropriate to the particular product at the time of quoting and these rates may change prior to the travel date. All prices are subject to availability and can be withdrawn or varied without notice.

Bookings - Deposits & Final Payments: Bookings travelling more than 45 days out will have the option to pay in full or to pay a non-refundable deposit based on the supplier's terms at the time of confirmation with the balance owing payable 45 days prior to travel (the "due date"). The amount will vary per booking depending on the supplier's requirements. A Service Fee applies for choosing the "Pay a Deposit" option. Prior to the due date, the balance owing may be paid by one of our payment options. Final Payments paid using Credit Card or PayPal will be subject to Merchant Fees. In some cases, our suppliers require payment more than 45 days prior to travel. If this is the case you will be notified at time of booking. We will email you a final payment reminder. Travel vouchers and booking confirmations cannot be issued until final payment is received. If you fail to pay by the due date we reserve the right to automatically charge the credit card provided to complete the final payment. Any booking not paid in full by the due date is subject to automatic cancellation without further notification. Any deposit paid will be forfeited or, at your request, it may be used as a payment towards an alternative booking. Deposit conditions for certain accommodation and tour products may vary and we will advise you of these conditions and request your consent prior to proceeding with the booking. Bookings over Christmas and New Year's (Festive Season) may require a non-refundable deposit of between AU$300 & AU$500, and final payment 60 days prior, as this it non refundable under any circumstances. We highly recommend you purchase travel insurance.

Bookings made less than 45 days prior to travel: Bookings made within 45 days of travel are payable in full by credit card or PayPal only.

Airline Bookings: Airlines are instant purchase and Airlines require full payment upfront by credit card or PayPal only. We are unable to accept direct deposits for airline purchases.

PayPal: Payments using PayPal will attract a PayPal Merchant Fee of 1.10%.

Credit Card: Payments using Credit Card will attract a Card Merchant Fee of 1.37%. Credit Card Merchant Fees are non-refundable as they are a service charge from the provider.

BPay: BPay is only available for final payments. There are no additional BPay fees associated with this form of payment for payment. You can pay using your credit card through BPay fee free, you will need to log into your internet banking to make this payment.

Merchant Fees: These are fees charged by Credit Card Companies and PayPal to process payments.

Service Fee for "Pay a Deposit" option: A service fee of 1.95% applies when you choose to Pay a Deposit and the balance at a later date. The fee applies to the remaining balance due on the due date.

Direct Deposit: There are no additional fees associated with this form of payment. Direct Deposits must be made 48 hours prior to the due date to ensure funds are received in time, and must have your booking reference (TOCS number) noted in the payment.

Payment Processing Terms & Conditions: By providing your credit card details and accepting our Terms & Conditions, you authorise Travel Online to arrange for funds to be debited from your nominated credit card, in accordance with the terms & conditions of the Direct Debit Request Service Agreement (DDRSA) as amended from time to time.

Your bank or credit card provider may apply currency conversion fees. Credit Cards are required to secure bookings if you are travelling within 14 days.

Standard Cancellation Policy:

  • All Bookings cancelled inside 45 days prior to travel are non-refundable. If your booking is impacted by COVID and you have purchased the COVID Refund Guarantee you may be entitled to a cash refund subject to the COVID Refund Guarantee Terms & Conditions of Sale. If your booking is impacted by COVID and you have not purchased the COVID Refund Guarantee your booking is non-refundable. However, you may be entitled to a credit voucher if approved by the supplier to use at a later date. Any credit vouchers issued are not redeemable for cash. If your booking is cancelled inside 45 days for any reason other than COVID, the booking is non-refundable and in very limited circumstances you may be entitled to a credit voucher if approved by the supplier. This credit voucher is not redeemable for cash.
  • Deposited bookings cancelled 45 or more days prior to travel - You will be charged AU$200 cancellation fee PLUS you will be charged any cancellation fees that are levied by the hotel, airline or other suppliers.
  • Fully paid bookings cancelled 45 days or more prior to travel - You will be charged AU$200 cancellation fee PLUS you will be charged any cancellation fees that are levied by the hotel, airline or other suppliers.

Cancellations must be in writing and should be addressed to the consultant handling the booking.

If a credit has been approved it is valid for 6 months from the date the cancellation was made. Credits are not redeemable for a cash refund.

Flight Cancellation Policy:

  • Flights booked on this website are governed by the terms and conditions of the airfare you purchased and are determined by the Airline (not TravelOnline).
  • In most cases, airfares are fully non-refundable and non-transferable.
  • Airline charges or part or full cancellation fees may apply to your particular airfare.
  • A Travel Consultant will help you wherever possible within these terms and conditions.

Cruise Cancellation Policy:

  • Deposited cruise bookings - Cancellation of Deposited cruise bookings will be charged a cancellation fee of AU$100 per person PLUS any cancellation fees that are levied by the cruise line, hotel, airline or other suppliers.
  • World cruise bookings - Cancellation of World cruise bookings will be charged a AU$250 per person cancellation fee PLUS any cancellation fees that are levied by the cruise line, hotel, airline or other suppliers.
  • Cruises booked on this website are governed by the terms and conditions of the Cruise Line and are determined by the Cruise Line (not TravelOnline).
  • Part or full cancellation fees may apply to your particular cruise as per the terms and conditions of the Cruise Line.
  • A Travel Consultant will help you wherever possible within these terms and conditions.

Deposit Now, Decide Dates Later Terms & Conditions

  • A "Deposit Now, Decide Dates Later" purchase is not a confirmed travel booking. It is purely a deposit paid to secure the promoted offer you have selected.
  • The AU$200 deposit paid upon purchase is fully refundable for any reason, including change of mind, any time prior to your travel dates being confirmed. Once you request and we confirm your travel dates, the AU$200 deposit is strictly non-refundable.
  • The per person price quoted is based on 2 people, twin share in the specified room . Adding extra people and/or changing the room type may incur additional costs, which will be communicated to you for your consent, prior to the final booking being confirmed.
  • Once we confirm your travel dates, you will be required to pay the balance owing to complete the purchase. This balance will be required to be paid in full as per our normal terms and conditions of booking.
  • If you do not book travel dates before the "book in your stay before date" as shown in the email confirmation at time of purchase, THEN the AU$200 deposit will be treated as a flexible TravelOnline travel credit and is no longer refundable.
  • A TravelOnline credit can be used towards the purchase of any other travel offer available on the TravelOnline website.
  • The TravelOnline credit must be redeemed within 12 months after the date of purchase, and will otherwise expire.
  • TravelOnline credits are non-refundable and are if they are not used within the 12-month period they are retained by TravelOnline as payment for services rendered by TravelOnline to the customer, in dealing with travel suppliers and promoting the offer.
  • Price variations to the original locked in price may occur due to currency fluctuations. Please contact our consultants to make an adjustment should this occur.
  • All other normal TravelOnline terms and conditions apply.

Special Cancellation Conditions: Certain accommodation and tour products will apply additional cancellation charges. These cancellation conditions and costs are located under the pricing on the individual pages and will be clearly advised to you in writing at time of booking.

Amendment Fees and Booking Amendments: Any amendments made to confirmed bookings will incur amendment fees. Flight amendments are charged at the rate of $50 per person and accommodation amendments are charged at the rate of $100 per booking. The fees are charged per amendment. This is in addition to any fees that may be levied by the supplier or airline. Bookings that have been previously amended within 45 days of travel remain non-cancelable and non-refundable in all circumstances regardless of amended date of travel.

Late Booking Fees: A late booking fee of AU$50.00 can be charged if booking is made within 72 hours prior to departure. This depends on the amount of administration work involved, and if applicable, you will be notified at time of reservation request from you or your agent.

Credit Card Chargeback Fees: Any fees charged to TravelOnline by our credit card payment provider arising from a chargeback or a disputed charge on the cardholder's credit card will be charged to the cardholder. This fee is non-refundable.

Change Of Itinerary After Holiday Has Commenced: Any alteration or cancellation of services after your holiday has commenced can incur penalties. There is no refund for unused services.

Refunds: All refund requests must be in writing, and made direct to us or through the Agent from whom the travel arrangements were purchased. Claims must be made within 10 days of completion of travel arrangements. Refunds will not be made for bookings cancelled due to inclement weather or illness. These must be claimed through your travel Insurance. A AU$50 per person processing fee applies to all approved refunds. No refunds will be made for services once travel arrangements have commenced. No guarantee is provided or warranted that any refund will be available.

Reporting of Incidents: Any abnormal incidents including injuries, service problems, cancellation of a service or dissatisfaction must be reported to Travel Online during the event to allow us an opportunity to rectify the situation or provide assistance.


Validity of Rates: Prices are valid for the dates indicated.

Currency: All rates are quoted in Australian Dollars, or as otherwise indicated.

Children's Rates: Child costs are based on sharing a room with adults and using existing bedding . Cost for additional bedding and rollaways are available on request.

Payment Options: Travel Online accepts Credit Card, PayPal, BPay, Direct Deposit as forms of payment. Please visit our payment options page for more details.

Travel Insurance: It is extremely important that you take out Travel Insurance. It is ESSENTIAL that this insurance covers you for involuntary cancellation of your holiday including airfare(s). For information on the policy sold by Travel Online please visit our Travel Insurance page and make yourself familiar with the Combined Product Disclosure Statement, Policy Wording and Financial Services Guide prior to purchasing the policy. At the time of entering your credit card details on the booking form you are agreeing that you have read both the Travel Online & Insurance Terms & Conditions.

Full amount is due at time of booking and policy issued within 5 working days of payment being received. Credit card and direct deposit accepted. NOTE: Dates of birth are required to issue insurance. Until dates of birth are known we cannot issue the policy as mandatory requirement. Cover only commences when paid in full and policy issued.

Accommodation: Accommodation is as specified in the accommodation section of our web sites. All costs are shown in Australian dollars, unless otherwise stated. We reserve the right to offer alternative accommodation of a similar standard in the case the accommodation operator overbooks their property or for any reason beyond our control. All rates are subject to change without notice. Not all properties provide instant availability and in these cases TravelOnline checks availability once we receive the booking request.

Flights: Airfares show instant availability and fares at the time of quoting however we will not proceed with booking flights until your accommodation is confirmed. This is to avoid strict fees charged by airlines for flight amendments. This may result in fare and/or availability changes.

Check In / Check Out Times: These vary according to operator. Generally your accommodation check in is 2pm and check out 10am. Please note that most properties will require a credit card authorisation on check-in and may need to see photo identification. In the instance that you don't have a credit card usually a cash bond will be required.

Single Supplement Costs: If not shown in your selected accommodation cost, this is available on application.

Accommodation Ratings: Are based on our own inspections and some in conjunction with existing AAA (Australian Automobile Association) ratings. Our ratings are for guidance only and are not to be construed as AAA endorsement.

Group And Incentive Travel: As group and conference rates are specially contracted rates specific for that particular group, they have different terms and conditions to standard holidays. If you are booking a group or incentive, please ensure that these conditions are explained to you.

All maps, photographs, illustrations and computer based graphics are included for general purposes only and are not always indicative of the subject matter. Hotel room photographs (graphics) may not be specific to the actual room occupied. Maps are not to scale.

Quotations: All quotations are subject to availability of services quoted and are not guaranteed until the booking is confirmed and deposit received. Quotes are valid for 48 hours from issue date.

Inclusions and Exclusions

Prices DO Include: Accommodation, transfers, tours/cruises, car hire, government taxes and any other inclusions as specified in writing on the relevant web pages for each suppliers product.

Prices DO NOT Include: Any costs incurred en route to and from the destination, meals (unless specified), alcoholic beverages, telephone calls, items of a personal nature, and personal services not specified as being included in costs on the relevant web pages for each suppliers product. Rates do not include Marine Park taxes, as this must be paid direct to the operators.

COVID Refund Guarantee Terms & Conditions of Sale

The following Terms and Conditions apply in addition to Travel Online Pty Ltd.'s standard Terms and Conditions and relate to any accommodation booking where the Customer has elected to purchase the COVID Refund Guarantee (Product) within the same transaction.

Benefits of purchasing the COVID Refund Guarantee.
The COVID Refund Guarantee is an optional purchase and therefore is an extension to Our standard Terms & Conditions of sale which apply only when the Product is purchased. The Product provides You a right to a single refund relating specifically to the Accommodation You booked in conjunction with the Product. The refund applies only in certain defined circumstances relating to Covid-19 set out below and where You have made a request for a refund in the time frames required and have provided the information required to support the request. The fee charged for the COVID Refund Guarantee is non-refundable in all circumstances. The COVID Refund Guarantee must be purchased at the same time as Your accommodation booking and in the same transaction. It cannot be added once Your accommodation booking has been received by Us. The COVID Refund Guarantee applies only once You have paid Us for Your accommodation booking in full. It does not apply to the $200 deposit. You are not entitled to a refund of any unused portion of Your accommodation booking, if You have already commenced Your trip and/or checked into Your accommodation.

The COVID Refund Guarantee is not available for purchase on all Accommodation bookings.

IMPORTANT: The COVID Refund Guarantee is not a travel insurance policy. It is a "fee for service" product where the service provided by Us is the negotiation with the relevant accommodation suppliers to facilitate a refund and the variation to Our standard terms and conditions of sale. It does not provide refunds or any recourse for any other circumstances, other than the specific circumstances arising from the COVID-19 pandemic set out below.

Travel Insurance is a border entry requirement for many international destinations. Please purchase a policy prior to your departure date and print the policy details to present upon border entry. We recommend NIB travel insurance. Visit travel insurance. In the event Your travel plans are disrupted by Covid-19, please contact Your Travel Insurance Company prior to requesting a refund for your Accommodation booking with Us.

Any refund specifically applies to the Accommodation booking made in conjunction with the purchase of this Product.

SPECIFICALLY EXCLUDED from this Product are:
1/ Any refunds relating to Airline tickets, Cruises, Tours, Transfers, Insurance and Trains. These suppliers have their own terms and conditions of sale which must be adhered to by You and Us. Some of these suppliers may offer a credit for You to use in the future if You are unable to travel for Covid-19 related circumstances. However, this entirely governed by the individual supplier's terms and conditions.
2/ Any Covid-19 diagnosis received within 72 hours of check-in to Your accommodation.

Specific circumstances refunds will apply under this Product.

Please note - We are unable to provide a refund to You unless it is one or more of the specific circumstances outlined below.

1/ You or an Immediate Family member travelling with You on the same booking are diagnosed with the Covid-19 virus by a registered Medical Doctor AND are specifically advised in writing by the Medical Doctor not to travel on dates that overlap with the dates of Your Accommodation Booking made with Us.
2/ A COVID-19 related Government Travel Ban or Travel Suspension is in place covering the specific dates of your Accommodation Booking and which prohibits You from departing from or arriving at a destination where public travel is banned.
3/ A Government imposed Border Closure due to Covid-19 is in place covering the specific dates of your Accommodation Booking and which prevents you from departing or arriving at your intended accommodation booking.
4/ A Government imposed Lockdown due to Covid-19 is in place covering the specific dates of your Accommodation Booking and which prevents you from departing or arriving at your intended accommodation booking.
Please note: Refunds are not issued for government travel warnings. A public travel ban must be in force.

Requested Information When making a Refund Request
When making a refund request You are required to provide Us with written evidence in the form of a Doctors Certificate from Your Medical Doctor confirming Your Covid-19 diagnosis including the reason You are advised not to travel including the specific dates of this advice applies to. This document must specifically refer to You or an Immediate Family member using Your full names. The name, full address and contact details of the registered Medical Doctor must be included on the advice, and We reserve the right to contact and confirm the advice provided by You.
If the Refund Request relates to a travel ban You are required to provide Us with evidence from the Government website confirming the travel ban and the dates it relates to.

IMPORTANT: Refund requests must be received by Us 72 hours prior to Your Accommodation Booking check in date and refunds can take up to 28 days to process. Failure to lodge a request with Us prior to 72 hours before check in date will void Your rights to a refund.

The following words or phrases have the meaning shown below wherever they appear in bold in this section.

We/Us/Our - We are Travel Online Pty Ltd, the travel booking agent with whom You made the booking.
[b]You/Your/Yourself [b/]- A person who has made a booking alone or as part of a group with us.
Accommodation Booking - A pre-planned accommodation booking made by Us at Your request and any related payments transacted between You and Us to secure this booking.
Covid Refund Guarantee, is the Product detailed in these terms and conditions of sale.
Covid-19 diagnosis - If You or an Immediate family member contract the COVID-19 virus and this is confirmed by a Medical Doctor in writing and the formal medical advice prevents You from travelling to Your destination.
Medical Doctor - A qualified medical practitioner registered and licensed with a recognised professional body. A doctor cannot be You or a member of Your immediate family.
Government Travel Ban means an official public travel ban issued by government of Your state, or Your country of residence and/or the state or country of Your travel destination, relating specifically to Covid-19.
Immediate family - Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather travelling with You and on the same booking.

Site Copyright

The copyright on all original/custom artwork, maps, navigation elements, presentation methods and design elements included in our web sites is held exclusively by Travel Online. Copyright on all descriptive text is held by Travel Online. Copyright on selected photographic images is also held by Travel Online.

Photographic images are reproduced with the permission of Travel Online and the product and/or service providers represented on the web site, or as shown where necessary to satisfy the copyright obligations associated with their electronic reproduction.

Where joint copyright is held over proprietary text or images, Travel Online reserves the right to pursue all copyright infringements on behalf of the primary copyright holder. Where the copyright for a photographic image is held exclusively by a third party under licence, Travel Online reserves the right to vigorously protect the copyright of those images on behalf of the third party.

All HTML files used in Travel Online web sites are declared to be proprietary software product developed for use by Travel Online only, and as such are subject to international intellectual property conventions.

All custom graphics used are declared to be works of art created for use by Travel Online only, and as such are subject to international intellectual property conventions. Image files, HTML documents, and text files are not to be relocated to another server, or duplicated for commercial purposes without the express written permission of Travel Online.

Travel Online, trading under its subsidiary business names, is a member of various Australian Regional Tourism Authorities, and as such exercises the right to reproduce images made available by these various organisations to their members for the purpose of generic and/or specific tourism promotion.

Please contact us if you have any further queries about our security, privacy or data handling procedures.

Our complaint process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program. However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the Australian federation of Travel Agents (AFTA), for external review under their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website

AFTA Travel Accreditation Scheme (ATAS)

ATAS is an industry accreditation scheme that sets the benchmark of quality for the travel industry. ATAS is also responsible for monitoring our compliance with the ATAS Code of Conduct (the code) and assisting in the resolution of complaints. The Code sets the standards of good practice that ATAS participants must follow when dealing with their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website AFTA Travel Accreditation Scheme (ATAS) Should you wish to speak to ATAS about your complaint you can contact them in the following ways:

  • By completing a feedback form on their website
  • By telephoning them on 92879900
  • By writing to them at Level 31, 31 Market Street, Sydney NSW 2000
  • By emailing them at