Clear and transparent refund terms
Last Updated: January 6, 2025
At Wanderlust Aussie, we strive to provide exceptional travel experiences. We understand that plans can change, and this Refund Policy outlines the circumstances under which refunds may be provided for cancellations, changes, or issues with your booking.
We strongly recommend all travellers purchase comprehensive travel insurance at the time of booking. Travel insurance can protect you against cancellation fees, trip interruptions, medical emergencies, and other unforeseen circumstances that may result in financial loss.
If you need to cancel your booking with Wanderlust Aussie, you must notify us in writing via email to [email protected]. Cancellation fees will apply based on how far in advance you cancel before your scheduled departure date.
| Time Before Departure | Cancellation Fee | Refund Amount |
|---|---|---|
| More than 60 days | Deposit only (typically 25%) | 75% of total cost |
| 45-60 days | 50% of total cost | 50% of total cost |
| 30-44 days | 75% of total cost | 25% of total cost |
| Less than 30 days | 100% of total cost | No refund |
Please note that deposits are non-refundable in all circumstances. Refunds, where applicable, will be processed within 14 business days of receiving your written cancellation notice.
In exceptional circumstances such as serious illness, injury, or death of the traveller or an immediate family member, we may consider waiving or reducing cancellation fees on a case-by-case basis. Supporting documentation such as a medical certificate or death certificate will be required. Please contact our customer service team to discuss your situation.
Some tours require a minimum number of participants to operate. If minimum numbers are not reached, we reserve the right to cancel the tour. In such cases, we will notify you at least 14 days before departure and offer you the following options:
If we cancel your tour due to circumstances beyond our reasonable control such as natural disasters, extreme weather, pandemics, government travel restrictions, war, terrorism, or civil unrest, we will work with you to find suitable alternatives. However, we cannot guarantee refunds in these situations, as we may have already incurred costs with suppliers that cannot be recovered.
We will make every reasonable effort to offer you credit toward a future tour, alternative dates, or partial refunds where possible. Any refund amount will depend on the costs we are able to recover from suppliers.
If you wish to change your booking (such as changing dates, tour type, or traveller names), we will do our best to accommodate your request subject to availability. Changes are subject to the following:
If you believe the services provided did not match what was advertised or agreed upon in your booking confirmation, you must notify us immediately during your tour. We will make reasonable efforts to resolve the issue. If the issue cannot be resolved to your satisfaction, you may be entitled to a partial refund.
To claim a refund for service issues, you must submit a written complaint within 30 days of completing your tour, including evidence such as photographs, receipts, or witness statements. We will investigate your complaint and respond within 14 business days.
Our total liability for refunds related to service issues is limited to the amount you paid for the specific service that was unsatisfactory. We are not liable for indirect costs such as lost time, disappointment, or consequential expenses. Refund amounts will be determined based on the proportion of services not provided or not provided to the standard advertised.
In some cases, third-party suppliers (such as hotels, airlines, or tour operators) may cancel or change services due to circumstances beyond their or our control. When this occurs, we will work with you to arrange suitable alternatives. If no suitable alternative is available, we will refund the portion of your payment that relates to the cancelled service.
Please note that supplier terms and conditions may differ from ours, and in some cases, suppliers may not offer refunds. This is why we strongly recommend travel insurance.
If you fail to arrive for your tour departure or any pre-booked service without prior notification, no refund will be provided. Similarly, if you arrive late and miss scheduled activities, transport, or accommodation, no refund will be given for missed services.
Approved refunds will be processed using the original payment method within 14 business days of approval. If we are unable to refund to the original payment method, we will contact you to arrange an alternative method such as bank transfer.
Please allow additional time for your financial institution to process the refund and for it to appear in your account. We are not responsible for delays caused by banks or payment processors.
Nothing in this Refund Policy is intended to limit your rights under Australian Consumer Law. Australian Consumer Law provides consumer guarantees that cannot be excluded for services purchased in Australia. If we fail to meet a consumer guarantee, you may be entitled to a remedy including refund, replacement, or compensation.
If you have questions about this Refund Policy or wish to request a refund, please contact us:
Wanderlust Aussie Pty Ltd
142 Collins Street
Melbourne VIC 3000
Australia
Email: [email protected]
Phone: +61 3 9123 4567
We will respond to refund requests within 5 business days. If you are not satisfied with our response, you may refer the matter to the relevant consumer protection authority or seek independent legal advice.
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