Flights, travel packages, accommodation, tours and other travel services are governed by different suppliers and may each have separate booking conditions, cancellation policies, amendment fees and refund rules.

A travel package may include some or all of the following services, depending on your confirmed itinerary:

• Hotel accommodation
• Daily breakfast (where specified)
• Airport transfers
• Sightseeing tours
• Tour guide services
• Entrance tickets
• Activities and experiences
• Private or shared transportation
• Ferry or cruise services
• Internal transport (where specified)
• Other services specifically listed in your confirmed itinerary

Unless specifically stated in writing, any service not listed in your confirmed itinerary is not included in the package price.

Flights purchased as part of a package remain subject to the airline's own Terms & Conditions, operational policies and fare rules.

Hotels, airlines, transport providers and tour operators each operate independently and are solely responsible for delivering their respective services.

Where one supplier changes or cancels part of your booking, this does not automatically affect the policies of other suppliers involved in your travel arrangements.

Refunds, amendments and cancellations for each travel component will be assessed according to the applicable supplier's Terms & Conditions.

7. HOTEL CHECK-IN & CHECK-OUT POLICY

 Hotel check-in and check-out times are determined by each individual hotel and may vary depending on destination, season and hotel policy.

Unless otherwise advised, standard hotel times are generally:

Check-in: Between 2:00 PM and 3:00 PM Check-out: Between 10:00 AM and 12:00 PM

These times are provided as a general guide only and may differ between hotels.

Early check-in and late check-out cannot be guaranteed and are entirely subject to hotel availability, operational requirements and individual hotel policies.

Additional charges may apply if early check-in or late check-out is approved by the hotel.

• Early check-in
• Late check-out
• High-floor rooms
• Interconnecting rooms
• Twin or double bed preferences
• Smoking or non-smoking rooms
• Special views
• Accessible rooms are requests only and cannot be guaranteed unless confirmed in writing by the hotel.

ADVENSA TRAVEL is not responsible if a hotel is unable to accommodate a special request.

8. HOTEL CHECK-OUT FOR NIGHT FLIGHTS

Customers travelling on late evening or overnight flights should note that hotel check-out normally remains applicable during the daytime on the scheduled departure date.

Unless a late check-out has been arranged directly with the hotel, guests are generally required to vacate their room by the hotel's standard check-out time.

Late check-out requests are entirely subject to hotel availability and may incur additional charges payable directly to the hotel.

Where late check-out is unavailable, customers may request luggage storage directly from the hotel, subject to hotel policy.

Customers are encouraged to make appropriate arrangements before departure and allow sufficient time for airport transfers.

ADVENSA TRAVEL is not responsible for any additional accommodation charges resulting from late departures or overnight flights.

9. BAGGAGE POLICY

Each airline determines its own baggage allowance, excess baggage charges, carry-on baggage restrictions and prohibited items.

Customers are responsible for checking their baggage allowance before travelling. This includes:

• Checked baggage allowance
• Cabin baggage allowance
• Weight restrictions
• Size restrictions
• Sporting equipment
• Musical instruments
• Special baggage
• Dangerous goods restrictions
• Restricted or prohibited items

If your baggage exceeds the permitted allowance, any excess baggage fees must be paid directly to the airline at the airport or through the airline's applicable payment process.

Customers are solely responsible for ensuring that they do not carry prohibited or restricted items.

ADVENSA TRAVEL accepts no responsibility for:

• Excess baggage charges
• Airport security confiscation
• Customs inspections
• Delayed baggage
• Lost baggage
• Damaged baggage
• Airline baggage handling decisions

Any baggage-related claims should be made directly with the airline or your travel insurance provider.

10. HOTEL AVAILABILITY & HOTEL CHANGE REQUESTS

Hotel availability cannot be guaranteed until your booking has been confirmed.

If the originally quoted hotel becomes unavailable due to supplier availability, overbooking, operational issues, maintenance, force majeure or circumstances beyond our reasonable control, ADVENSA TRAVEL reserves the right to substitute accommodation of a similar standard, category and location wherever reasonably possible.

We will always endeavour to provide an alternative offering comparable quality and value.

Hotel photographs, descriptions, facilities, star ratings and promotional material are supplied by the relevant hotel or supplier and are intended as a general guide only.

Hotel ratings and standards may differ between countries and regions.

Once a hotel booking has been confirmed, any request made by the customer to change hotels for personal reasons will be treated as a voluntary amendment.

Such requests remain subject to:

• Hotel availability
• Supplier approval
• Applicable cancellation fees
• Amendment fees
• Price differences
• Additional supplier charges

Where a customer voluntarily changes accommodation after confirmation, refunds are generally not available for unused hotel services unless otherwise approved by the relevant supplier.

Room upgrades requested before arrival are subject to hotel availability and additional charges.

Room upgrade requests made after arrival should be arranged directly with the hotel.

ADVENSA TRAVEL cannot guarantee the availability of upgrades, room preferences or additional hotel services requested after booking confirmation.

11. AIRPORT ARRIVAL REQUIREMENTS

Customers are responsible for arriving at the airport with sufficient time to complete airline check-in, baggage drop, security screening, customs, immigration and boarding procedures.

Unless otherwise advised by the airline, we recommend arriving at the airport as follows:

Domestic Flights: At least 2 hours before the scheduled departure time.

International Flights: At least 3 hours before the scheduled departure time.

Some airlines or airports may recommend earlier arrival times during peak travel periods, public holidays or where additional security measures apply.

Customers are responsible for checking the airline's recommended check-in requirements before departure.

Where possible, we will make reasonable efforts to assist customers in accordance with the airline's policies; however, any rebooking fees, fare differences or supplier charges remain the responsibility of the customer.

12. VISA, PASSPORT & ENTRY REQUIREMENTS

Customers are solely responsible for ensuring they hold all required travel documents before departure.

This includes, but is not limited to:

• A valid passport with sufficient validity for the destination.
• Any required visas.
• Transit visas where applicable.
• Entry permits.
• Health declarations.
• Vaccination certificates.
• Immigration documentation.
• Customs declarations.
• Any other documentation required by the destination country or transit countries.

Passport validity requirements vary between countries, and many destinations require at least six months' validity beyond the date of return.

It is the customer's responsibility to verify these requirements before travel.

Where ADVENSA TRAVEL assists with visa applications or provides general visa information, such assistance is provided as a convenience only.

Visa approval remains entirely at the discretion of the relevant embassy, consulate or immigration authority.

ADVENSA TRAVEL cannot guarantee that any visa application will be approved.

Once a visa application has been submitted, visa application fees, government charges, processing fees and service fees are strictly non-refundable unless otherwise determined by the relevant authority.

If a customer is refused boarding by an airline or denied entry by immigration authorities due to incorrect, incomplete or expired travel documents, ADVENSA TRAVEL accepts no responsibility for any resulting losses or expenses.

13. PACKAGE CANCELLATION POLICY (PACKAGE BOOKINGS ONLY)

This cancellation policy applies to land packages arranged by ADVENSA TRAVEL and does not apply to airline tickets, hotel-only bookings, cruises, visas, travel insurance or other standalone travel services, each of which is subject to the individual supplier's cancellation policy.

Unless otherwise stated in writing, the following package cancellation fees apply:

Cancellation more than 30 days before departure

• 20% of the package price is non-refundable.
• 80% of the package price may be refundable, subject to supplier approval.
• Hotel charges, supplier deposits and other non-refundable supplier costs are excluded from the refundable amount unless otherwise stated.

Cancellation between 20 and 30 days before departure

• 50% of the package price is non-refundable.
• 50% of the package price may be refundable, subject to supplier approval.
• Hotel charges and other non-refundable supplier costs remain non-refundable.

Cancellation within 15 days before departure

• 100% of the package price is non-refundable.

Some suppliers may impose cancellation charges that exceed the above amounts.

Where supplier cancellation fees apply, those charges will be deducted from any refund payable.

Refund eligibility always depends upon the terms and conditions of the relevant suppliers.

If a customer voluntarily leaves a tour or package after travel has commenced, no refund will normally be available for unused accommodation, meals, transportation, sightseeing, activities or other services.

14.  REFUNDS & REFUND PROCESSING

Refunds are processed only after funds have been received by ADVENSA TRAVEL from the relevant airline, hotel, tour operator or other supplier.

Refund approval is entirely subject to the applicable supplier's fare rules, booking conditions and cancellation policies.

Where a supplier refuses a refund, ADVENSA TRAVEL cannot provide a refund that has not been received from that supplier, except where required by Australian law.

Refund processing times vary between suppliers, financial institutions and payment providers.

Processing may take several weeks or longer depending on the supplier involved.

Bank processing times, exchange rate fluctuations and international payment systems may also affect the final refund amount received.

Service fees charged by ADVENSA TRAVEL for consultation, itinerary planning, booking management, visa assistance or administrative work may be non-refundable once the relevant service has commenced, unless otherwise required by law.

Any supplier administration fees, amendment fees, cancellation penalties or government charges may also be deducted from refundable amounts where applicable.

15.    TRAVEL INSURANCE

ADVENSA TRAVEL strongly recommends that every traveller purchase comprehensive travel insurance immediately after confirming their booking.

Travel insurance should provide appropriate cover for, among other things:

• Trip cancellation.
• Trip interruption.
• Overseas medical expenses.
• Emergency medical evacuation.
• Personal accident.
• Loss, theft or damage of baggage and personal belongings.
• Flight delays.
• Missed connections.
• Travel disruption.
• Natural disasters.
• COVID-19 or other unforeseen events where cover is available.
• Personal liability.

Travel insurance policies differ significantly, and customers are responsible for selecting a policy that meets their individual travel needs.

Failure to obtain adequate travel insurance is entirely at the customer's own risk.

ADVENSA TRAVEL is not responsible for losses that could reasonably have been covered by an appropriate travel insurance policy.

Where travel insurance is purchased through ADVENSA TRAVEL, the policy is issued by an independent insurer and remains subject to the insurer's own terms, conditions, exclusions and claims procedures.

16. RESPECT FOR LOCAL CULTURE & COMMUNITY

At ADVENSA TRAVEL, we encourage responsible and respectful travel.

Customers are expected to respect the culture, customs, traditions, religions, laws and local communities of every destination they visit.

Customers must also respect fellow travellers, local guides, drivers, accommodation providers, airline staff and all other service providers throughout their journey.

Customers are responsible for complying with all local laws, government regulations, public health requirements and safety instructions during their travels.

Any fines, penalties, legal costs or expenses resulting from a customer's unlawful or inappropriate behaviour shall be the sole responsibility of that customer.

ADVENSA TRAVEL accepts no responsibility for any consequences arising from a customer's failure to comply with local laws, customs or government requirements.

17.    CUSTOMER CONDUCT & SAFETY

The safety and enjoyment of all travellers is important to us.

Customers are expected to behave in a respectful and responsible manner throughout their journey.

ADVENSA TRAVEL and our suppliers reserve the right to refuse service or remove a traveller from any tour, activity, accommodation or transport if, in the reasonable opinion of the supplier or tour leader, the traveller's behaviour:

• Threatens the safety of themselves or others;
• Is abusive, violent or offensive;
• Causes damage to property;
• Disrupts the enjoyment of other travellers;
• Is affected by excessive alcohol or illegal drugs;
• Fails to comply with reasonable instructions from tour leaders, drivers, airlines or local authorities; or breaches local laws or regulations.

Where a traveller is refused service or removed from a tour due to their own behaviour, no refund or compensation will be payable.

Any additional accommodation, transport or repatriation costs resulting from such behaviour shall be the sole responsibility of the traveller.

18.    GENERAL LIMITATION OF RESPONSIBILITY

ADVENSA TRAVEL acts solely as an independent travel agent arranging travel services provided by independent third-party suppliers.

These suppliers include, but are not limited to:

• Airlines;
• Hotels;
• Resorts;
• Cruise operators;
• Transport providers;
• Sightseeing operators;
• Tour companies;
• Insurance providers; and
• Other travel service providers.

These suppliers operate independently and are solely responsible for the services they provide.

ADVENSA TRAVEL does not own, operate or control these suppliers and cannot control their actions, decisions or operational requirements.

To the maximum extent permitted by Australian law, ADVENSA TRAVEL is not responsible for any loss, damage, injury, illness, delay, inconvenience, missed connection, additional expense, cancellation, change of itinerary, supplier insolvency, property loss, baggage issues or any other costs arising from:

• Airline operational decisions;
• Hotel operational decisions;
• Supplier cancellations;
• Schedule changes;
• Weather conditions;
• Natural disasters;
• Pandemics;
• Government actions;
• Border closures;
• Visa refusals;
• Industrial action;
• Airport closures;
• Technical failures;
• Civil unrest;
• Acts of terrorism;
• War;
• Force majeure events; or
• Any other event beyond our reasonable control.

Where a supplier offers a refund, credit, rebooking or compensation, ADVENSA TRAVEL will make reasonable efforts to assist customers in obtaining those benefits in accordance with the supplier's applicable policies.

Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or any other applicable legislation.

19.  PRIVACY

ADVENSA TRAVEL respects your privacy and is committed to protecting your personal information.

We collect personal information only for the purpose of arranging and managing your travel bookings.

Your personal information may be shared with airlines, hotels, tour operators, transport providers, insurance providers, visa processing organisations, government authorities and other travel suppliers where necessary to complete your booking or comply with legal requirements.

We take reasonable steps to protect your personal information from unauthorised access, misuse or disclosure.

By making a booking with ADVENSA TRAVEL, you consent to the collection, use and disclosure of your personal information for the purposes of arranging your travel services.

20. COMPLAINTS

We are committed to providing excellent customer service.

If you experience any issue during your travels, you should notify the relevant supplier, tour guide or accommodation provider immediately so that reasonable efforts can be made to resolve the matter while you are travelling.

If the matter cannot be resolved during your trip, please contact ADVENSA TRAVEL as soon as reasonably possible.

Written complaints should be submitted within 30 days of the completion of your travel, together with any supporting documentation.

Failure to notify the supplier or ADVENSA TRAVEL during your trip may affect our ability to investigate or assist in resolving your complaint.

We will acknowledge your complaint and respond within a reasonable timeframe.

21. AUSTRALIAN CONSUMER LAW

Nothing contained in these Booking Terms & Conditions is intended to exclude, restrict or modify any consumer guarantees, rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or any other applicable legislation.

Where any provision of these Terms & Conditions is found to be invalid or unenforceable under Australian law, that provision shall be read down or severed to the extent necessary without affecting the validity of the remaining provisions.

22. GOVERNING LAW

These Booking Terms & Conditions shall be governed by and interpreted in accordance with the laws of the Commonwealth of Australia and the State of New South Wales.