Terms & Conditions
Terms & Conditions
We are CruiseXP and we sell products and services as an agent on behalf of airlines, cruise suppliers, wholesale companies and other service provider’s including accommodation, cruise and transportation services (Third Party Suppliers).
CruiseXP’s role is to assist you to plan your travel arrangements, facilitate your bookings, and arrange payment and refunds as applicable. CruiseXP is not a provider of any travel products/services and has no representation regarding the standard of any services or products supplied by Third Party Suppliers and no person has authority to make any such representation or warranty on behalf of CruiseXP.
These general terms and conditions together with the relevant forms and conditions of the Third Party Suppliers apply to any travel products/services you purchased through us.
Once you pay for your booking (whether in full or in part) :
(a) you acknowledge and agree that you have read and conditions imposed by Third Party Suppliers, for whom we act as Agent;
(b) you enter into a legally binding contract to acquire the relevant travel or travel related products and/or services with the Third Party Suppliers;
(c) if you are not at least eighteen years of age then your legal guardian must give consent to this contract on your behalf;
(d) if you make a booking on behalf of someone, you warrant that you have authority to accept and do accept on behalf of that person to be bound by CruiseXP’s general terms and conditions and the relevant Third Party Suppliers’ terms and conditions.
Deposits and payment
Deposits are non-refundable. Payment of a deposit enables CruiseXP to hold a reservation for you but does not guarantee the fare and/or price. The fare and/or price can only be guaranteed once we receive full payment and tickets and/or other travel documents have been issued.
CruiseXP will advise you of the date that full payment is required. Additional deposits for certain travel arrangements may also be required by Third Party Suppliers. Failure to make payment in full by the due date may result in the forfeiture of any deposit paid.
If payment for your booking is made by credit card, a handling fee is payable as advertised. No handling fee will be charged for payment made by Cash or Bank Transfer. Please note that Bank Transfer may take up to 3 business days to process, therefore you will need to allow sufficient time for payment to be cleared before the actual due date.
Personal cheque is not accepted for domestic bookings. For all other bookings, we reserve the right to refuse person cheques. Personal cheque may take up to 10 business days to clear. You agree not to stop payment of the cheque even when you cancel a booking. You agree that CruiseXP may apply the proceeds of the cheque to satisfy any liability you may have to us and the Third Party Suppliers.
CruiseXP accepts payments by Visa Card, MasterCard, Bank Card and American Express. Credit card payments are subject to a 2% card service fee for (Visa/Mastercard/Bank Card) or 3% card service fee for American Express.
Price Match Policy
CruiseXP will price match to genuine quotes from airlines, cruiselines and other Australian registered businesses that originates/departs from Australia. Quote must be in writing and presented to us on the same day as it was created. Fare must be available, able to be booked by the general public when you bring it to us and be for the same dates, airlines, cruiseliner, cabin class, number of passengers, booking classes and flight numbers. The written quote must show the final price including all applicable fees and charges (including booking / service fees and all charges for the form of payment chosen). Fares available due to membership of a group or corporate entity or subscription to a closed group are excluded.
Travel documentation will not be issued until full payment with cleared fund is received. It is your responsibility to ensure that all of the details on your travel documents are correct and to bring to our attention any errors or discrepancies as soon as possible but in any event within 24 hours after CruiseXP provides you with your travel documents.
CruiseXP general practice is to send documents to our customers electronically whenever possible. We reserve the right to charge you an administration fee if we send you such documents in hard copy form, at your request. All travel documents are non transferable. It is your responsibility to collect all paper travel documents prior to departure.
Your travel documents are valuable. It is not always possible to replace travel documents in the case of loss, theft, damage etc.
Cancellations and Changes
Your contract with your Third Party Suppliers may allow suppliers to cancel or amend bookings. We will ensure that you are promptly notified of any significant changes, but accept no liability for any changes or costs incurred which may result.
If you have booked a flight and/or a cruise and we are alerted to a significant schedule change by your airline or cruiseliner before you depart from Australia, we will contact you by email to advise you of this. Please ensure that you have given your contact email address to CruiseXP and that you regularly check for messages before you leave. CruiseXP has no control cover airline and cruise schedule changes and accepts no liability for costs which may arise as a result of such changes.
After you have left Australia, it is your responsibility to check with the airline that any onward flights you have confirmed are operating as hours before the scheduled departure of each flight to do this. Please note that for some airlines it is mandatory to confirm with them your intention to fly.
If you wish to change your booking and such a change is permitted and possible, CruiseXP will charge you a service fee to process the change. You may also be charged a service fee to process the change. You may also be charged a service fee by your Third Party Supplier. For changes after departure please contact us by email for details of how to request changes. Please note that all reservation changes are subject to availability and the terms and conditions of the product or service purchased.
The name in your booking must be exactly the same as your passport. Changes to name details are not allowed by many airlines, cruiselines and other service providers. Whilst we will do our best to make such a change if necessary, please bear in mind that most airlines, cruiselines and other service providers treat a name change as a cancellation, to which standard conditions and charges would apply.
Flights must be taken in the sequence they appear on your ticket or e-ticket confirmation. If you plan not to take a flight as booked, please contact airlines as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the airline may register you as a “no-show”, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.
If you cancel your booking, the cancellation terms and conditions of your Third Party Suppliers will apply as well as CruiseXP fee outlined on your itinerary and receipt. We need to receive from you written notification of cancellation and your original ticket/voucher before any refund can be considered. If you decide to cancel arrangements before the balance due date, any deposits paid are non-refundable.
Refunds will only be paid to you once we have received the funds back from Third Party Suppliers. Generally flight tickets cannot be refunded if they are partially used.
The following refund policy will apply for tour packages: 100 days before departure – 75%, 60 days before departure-50%, 30 days or less will be not entitled for a refund . This may include your air fare, hotel, local tour or any cost direct or in-direct to your itinerary.
If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.
We have taken all reasonable care to make sure that all the services that make up the arrangements made by CruiseXP are provided by efficient and reputable businesses. These businesses should follow the local and national laws and regulations of the country where they are provided. However, please be aware that overseas safety standards may be lower than in Australia. You acknowledge and agree, however that, CruiseXP has no liability for any act, omission or default, whether negligent or otherwise, of any Third Party Supplier.
In circumstances where liability of CruiseXP cannot be excluded, such liability is limited to the value of the purchased travel arrangement.
CruiseXP reserves the right to decline to provide services to any individual.
Passport, Visa and Immigration
It is your responsibility to fulfil the passport, visa and other immigration requirements for all transiting and stopover destinations applicable to your itinerary. You should confirm these with the relevant High Commissions, embassies and/or consulates. We do not accept any responsibility in the case of you being unable to travel due to not complying with any such requirements. Your passport must be valid for 6 months beyond your return date into Australia.
Australian Government strongly recommended traveler should purchase travel insurance duration your journey.”Travel insurance is as essential as your passport, regardless of your travel destination. If you can’t afford travel insurance, you can’t afford to travel!” Source from http://www.smartraveller.gov.au/tips/insurance.html
Travel advice and vaccinations
Australian residents should refer to the travel advice posted by the Department of Foreign Affairs atwww.dfat.gov.au or www.smarttraveller.gov.au for all the counties you intend to visit. Vaccinations may be required for some or all of the places you are intending to visit. It is your responsibility to ensure that you have arranged all necessary vaccinations for your itinerary.
Taxes and Frequent Flyer Program
Local travel and airport taxes and charges may apply in various overseas countries. Unless otherwise stated, these taxes are not included as part of the fees. Taxes and duties may need to be paid in local currency at the time of departure and are subject to change without notice.
It is your responsibility to check with your airlines on whether your booking with us is qualified for any points under any frequent flyer programs. Please retain all boarding passes to allow verification of your travel if required.
Online / Email / GroupOn / OurDeal Packages Related Information
(1) Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider.
(2)Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees.
(3) Travel documents cannot be transferred to another person to use.
(4) All airline tickets must be issued in the name of the passport/photo identity holder. It is the responsibility of the traveler to provide the correct name on the passport/photo identity. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled.
(5) For package deals in which airfares are included, the airline carries reserves the full right to change/cancel the flight itinerary and offer alternative arrangements. CruiseXP does not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part.
(6) Travelers are to review their travel documentation carefully upon receipt within 24-hours and advise us immediately of any errors in names, dates or timings.
(7) Only the information that is included in the latest travel documentation sent to the traveler should be use for traveling. CruiseXP do not take any responsibility when traveler is traveling with outdated travel documentation.
(8) If you have booked with a consultant, it is your responsibility to collect all travel documents from the travel agent not later than 1 week prior to travel. As a general rule your travel documents will be available for collection 1 week prior to departure, however this will depend on your individual arrangements.
(9) If you have booked online or through email correspondence, you should print out and retain the latest copy of your travel documents as provided to you.
(10) CruiseXP holds the right to review and update our terms and conditions from time to time. Customers are to check the latest terms and conditions to make their own informed decisions prior to their purchase.