BOOKING TERMS & CONDITIONS

Please note, it is a requirement that you read and accept our terms and conditions before making a booking with Sorrento Key Travel & Cruise Centre.

TERMS AND CONDITIONS

Summary:

  1. The terms “us”, “we”, and/or “our” refer to Janter Travel Pty Ltd trading as Sorrento Key Travel & Cruise Centre.
  2. We are a travel agent. We arrange travel services and sell travel products on behalf of third-party travel providers (Providers), such as airlines, tour operators, cruise lines, car hire companies, and accommodation providers. We charge a service fee for these services.
  3. Upon booking a travel product on your behalf, your contract will be with the provider of those services.
  4. Your rights to amend or cancel your booking and the associated costs are governed by the provider’s terms and conditions, which may include non-refundable fees or amendment and cancellation charges. These fees are in addition to any amendment and cancellation fees we may charge, as outlined in our Schedule of Professional Service Fees.

AGENCY

  1. We provide booking and advisory services to assist you in acquiring travel products from providers. We act as an agent for the provider.
  2. By acquiring these services, you confirm that you have read and understood both our terms and conditions and the terms and conditions of the providers.

FEES AND COMMISSIONS

  1. We charge a non-refundable fee for providing booking and advisory services. This fee is applicable even if the travel product is not used.
  2. All applicable fees are outlined in our Schedule of Professional Service Fees.
  3. We may receive commissions, fees, rebates, gifts, or financial incentives from providers. These are non-refundable if the booking is cancelled.

LIABILITY OF AGENCY AND LIMITATIONS OF LIABILITY

  1. We are responsible for providing our booking and advisory services as outlined in these terms.
  2. Our services come with guarantees under UK consumer law, which cannot be excluded. These guarantees include:
    • Services provided with due care and skill.
    • Services being fit for a particular purpose.
    • Services achieving the desired result within a reasonable time frame.
  3. If we fail to meet these guarantees, you have rights under UK consumer law.
  4. Subject to UK consumer law, we are not liable for any technical errors, data corruption, unauthorised access to personal data, inaccuracies in information supplied by you or third parties, or failure to complete bookings due to circumstances beyond our control.
  5. We are not liable for any loss or damage arising from:
    • The delivery or non-delivery of a travel product.
    • Acts or omissions by providers or other third parties.
  6. We are not liable for any inconvenience, delay, loss, injury, or damage caused by third-party suppliers, force majeure, or events beyond our control, except as required by UK law.
  7. These terms do not exclude or restrict the application of consumer guarantees under UK consumer protection laws.

LIABILITY OF PROVIDER

  1. Once booking services are acquired from us, the provider will be responsible for delivering the travel product under their own terms and conditions. You should review these terms before making a booking.
  2. We have no control over or liability for the services provided by third-party providers.
  3. We do not guarantee the performance of any provider, and we are not liable for any issues caused by their actions, including injury, loss, delay, or additional expenses.

BOOKING TERMS

  1. Travel products are subject to availability and may be withdrawn at any time by the provider.
  2. When making a booking, you must provide accurate details for each traveller. We are not responsible for any loss or damage arising from incorrect details.
  3. Travel products are not guaranteed until full payment is received, and documentation has been processed.
  4. It is your responsibility to contact the provider to confirm that there are no changes to your scheduled departure time.
  5. Most airlines now issue electronic tickets (‘e-tickets’). We cannot be held responsible if you do not receive your e-ticket due to an incorrect email address or junk email settings. You must notify us immediately of any changes to your email or contact details.
  6. You must inform us of any medical, dietary, or mobility conditions, and if you are pregnant, when making your booking.

PAYMENT TERMS

  1. All prices are quoted in Australian Dollars (AUD) unless stated otherwise.
  2. All prices include the applicable Goods and Services Tax (GST) or any other relevant taxes.
  3. Payments made in foreign currency may incur currency conversion fees. Please check with your financial institution for the applicable fees.
  4. We sell travel products in two ways:
    • As a merchant, where we process payments directly from you at the time of booking.
    • As retail, where you pay the provider directly at the time of booking or on the date of travel.
  5. For travel products purchased under the ‘retail’ method, you are responsible for any cancellations, amendments, or claims directly with the provider.

REFUNDS AND CREDITS

  1. If you cancel your booking, your entitlement to a refund or credit depends on the provider’s terms and conditions.
  2. We will liaise with the provider for refunds, but we cannot provide a refund until we receive it from the provider. Most providers take between 60 to 90 days to process refunds.
  3. Refunds or credits will not include our booking and advisory service fee, credit card fees, or commissions.

CANCELLATION AND AMENDMENTS

  1. If you amend or cancel your booking, we reserve the right to charge a cancellation or amendment fee, as outlined in our Schedule of Professional Service Fees.
  2. Providers may also charge cancellation or amendment fees, in addition to our fees.
  3. We will not charge a cancellation or amendment fee if the cancellation is due to our breach of obligations.

FORCE MAJEURE

  1. We are not liable for any failure or delay in fulfilling our obligations due to events beyond our control, including, but not limited to, natural disasters, epidemics, pandemics, strikes, and governmental actions.
  2. If a force majeure event affects your booking, your entitlement to a refund or credit depends on the provider’s terms and conditions.

TRAVEL INSURANCE

We strongly recommend that you purchase travel insurance to safeguard your trip. We can provide you with a quote and a brochure to help you select the most suitable policy. Travel insurance may cover unexpected events, including medical emergencies, cancellations, and delays.

PRIVACY NOTICE

We collect personal information to assist in making travel arrangements and provide our services. For more details on how we handle your personal information, please refer to our privacy policy at www.sorrentokeytravel.com.au/privacy-policy.

SCHEDULE OF PROFESSIONAL SERVICE FEES

Please refer to the full Schedule of Professional Service Fees for a breakdown of fees, including GST, applicable per person.

Thank you for choosing Sorrento Key Travel & Cruise Centre. We look forward to helping you plan your perfect trip!

ANNEXURE – TRAVEL TIPS FOR TRAVEL PRODUCTS

These tips set out below are NOT legally binding terms and conditions.

Passports, Visas and Health Requirements

It is your responsibility to ensure that you have the required documents, including visas and passports, before travelling to a destination. For more information please log on to www.dfat.gov.au and www.smarttraveller.gov.au. Please check with the respective Embassy or Consulate of each country that you are travelling to, as many destinations require visas for both Australians and non-Australian passport holders. For more information, log on to www.visalink.com.au. You need to ensure that you have at least 6 months validity on your passport from the date of your departure return.

For International travellers booked on flights to the USA, including Hawaii, it is now mandatory, under the Visa Waiver Program to receive an electronic authorisation known as ESTA (Electronic System for Travel Authorisation) no less than 72 hours before travel to the USA. This can be obtained from the following website: https://esta.cbp.dhs.gov/esta/.

For international travellers booked on flights to Canada, you either need a visitor visa or an Electronic Travel Authorization (eTA) to fly to, or transit through, a Canadian airport. An eTA can be obtained from the following website:  https://www.canada.ca/en/immigration-refugees-citizenship/services/visit-canada/eta/apply.html

It is your responsibility to ensure that you are aware of any health requirements for your travel destinations. Vaccinations are strongly recommended for certain destinations. You need to contact your local doctor who will advise you of these requirements. Please note that vaccinations may be recommended before your travel departure date.

Travel Advice

We recommend that you contact the Department of Foreign Affairs and Trade (DFAT) or visit their website at www.dfat.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit.

Ticketing

For international and domestic departure, e-tickets will be issued upon payment and completion of the booking process. All other travel documentation, such as hotel booking confirmations, will be emailed to the email address you provided as an e-document. Should the Provider issue paper vouchers, these will be posted to the address you provided.

Baggage Allowance

Baggage allowance varies from airline to airline and in many cases the airfare you have paid may not include the cost to cover checked baggage. Please check with your Travel Advisor and/or the airline providing your flights for the allowances.

Frequent Flyers & Special Requests

For more information on whether your airfare is eligible for Frequent Flyer rewards, please contact the airline directly. When booking online, please ensure that you have entered your correct number. For bookings made by telephone via our Customer Service Team, please advise of your Frequent Flyer details and these will be added to your reservation. We do not take any responsibility should an airline not register your trip. You should retain copies of your air ticket and boarding pass. Special requests will be passed on to the Provider but cannot be guaranteed.