Important Booking Terms & Conditions

1.     Our contract 

All bookings are made through Dream Team Travels (ABN 295 4730 8710) (us/we), who liaises with travel service providers on your behalf to facilitate your booking with them. All bookings made through us are subject to these Booking Conditions (which, together with any package-specific terms and conditions, constitutes the entire agreement between you and us). The specific services to be provided are those referred to in your booking confirmation invoice.

In the event of an inconsistency between these Booking Conditions and any package-specific terms and conditions, the terms of the package-specific terms and conditions shall prevail to the extent of the inconsistency.

2.     Deposit requirement

You are required to pay a deposit for each booking, which is generally 50% of the total fee.  We will advise you of the amount of deposit required, or it will be set out in the package-specific terms.  Subject to your rights under the Australian Consumer Law, deposits are non-refundable if you cancel or change your mind.  Prices may change even after the deposit is made.  Final payment is required on or before the date set out in the confirmation invoice. If final payment is not paid on or before the due date we reserve the right to treat your booking as canceled.  Where deposits are refundable, we will not be able to refund your deposit until we have received the funds from the travel service provider or, if we have not yet paid the travel service provider, the travel service provider authorises us to release the funds.

3.     Acceptance of booking

Upon receipt of your booking request we will enquire with the relevant service provider to determine availability.  If your booking is accepted, we will issue you with a confirmation invoice. 

4.     Prices & surcharges 

Our prices are subject to variable and seasonal pricing, and final prices are not fixed until we have received your final payment. Please note that all fees must be paid by cash or bank transfer, and amounts over AUD10,000 may only be made by bank transfer due to Australian government regulation.

5.     Your details  

In order for us to confirm your travel arrangements you must provide all requested details as soon as possible and at least before payment of your final invoice. Necessary details vary by booking; they include but are not limited to full name as per passport, date of birth, nationality, passport number, passport issue and expiry date and any pre-existing medical conditions you have which may affect your ability to complete your travel arrangements.  If you do not provide the required details we may not be able to make a booking on your behalf.

6.     Cancellation by the traveller  

If you cancel some or all portions of your booking cancellation fees will apply.  A cancellation will only be effective when we receive written confirmation of the cancellation.  Each travel service provider has different cancellation policies which will govern any refund that you receive (if any).   In general (and subject to contrary conditions from the travel service provider), if you cancel a booking:

  • 25% of your total amount is non-refundable

  • 40% of your total amount will be charged if you cancel between 90 to 45 days prior to the commencement date of the booking

  • 100% of your total amount will be charged if you cancel inside 45 days prior to the commencement date of the booking

·         100% of your total amount will be charged for “No-Show”

If you fail to join an activity or any other booked service, or leave your booked accommodation before the booked check-out date, no refund will be made unless the travel service provider provides for a refund in their cancellation policies. The above cancellation fees are in addition to fees which may be levied by travel service providers.  In these Booking Conditions, the “commencement date of the booking” means the date that your booked activity or service starts.  For a hotel booking this will be your check-in date, and for a tour or activity this will be the departure date,

7.     Cancellation by a travel service provider

A travel service provider may cancel a trip at any time if, due to terrorism, natural disasters, political instability or other external events it is not viable for us to operate the planned itinerary. If we cancel your trip, you can transfer amounts paid to alternate departure date or receive a full refund.  In circumstances where the cancellation is due to external events outside our reasonable control refunds will be less any unrecoverable costs.  We are not responsible for any incidental expenses that you may have incurred as a result of your booking including but not limited to visas, vaccinations, travel insurance excess or non-refundable flights.   

8.     Booking amendments 

If you wish to transfer from one travel service provider to another you (e.g change hotels, tours or any other service or promotion that we assist with booking) must notify us at least 60 days prior to the commencement date of the booking.  A fee of $200 per person per change will apply (in addition to any charges levied by the travel service provider and any price difference).  If you notify us less than 60 days prior to the commencement date of the booking the refund policy applicable to cancellations will apply. 

Amendments to any other arrangements made in conjunction with your trip will incur a $100 administration fee per booking per change. This fee is in addition to any charges levied by the travel service providers. No amendments are permitted to your booking within 10 days of the commencement date of the booking.

9.     Age & Health requirements

In order to make a booking and agree to these Booking Conditions you must be age 18 years or over. All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian, by an escort over the age of 18, appointed by their legal guardian.  The legal guardian or their designee will be responsible for the traveller under the age of 18’s day to day care. If a legal guardian elects to designate an escort in their lieu, they will be required to complete and sign a relevant document, to delegate their authority.  You are responsible for complying with any local legal requirements relating to the supervision or accompaniment of children.

10.  Passport and visas; Health and other concerns

You must carry a valid passport and have obtained all of the appropriate visas, permits and certificates for the countries which you will visit during your trip. Your passport must be valid for at least 6 months beyond the duration of the trip. It is your responsibility to ensure that you are in possession of the correct visas, permits and certificates for your booking.  We are not responsible if you are refused entry to a country because you lack the correct passport, visa or other travel documentation.  We do not provide you with advice on visas or other travel requirements, and you must rely on your own enquiries.  The Australian Government publishes travel advisories for most countries in the world.  We strongly recommend you check the relevant advisories at https://www.smartraveller.gov.au before your booking and again before your departure.

Due to the ongoing COVID-19 Pandemic, travel may be more unpredictable than usual and you may be exposed to the coronavirus whilst overseas.  You acknowledge and agree that you accept the risks associated with coronavirus, particularly as it relates to overseas travel.  This may include cancellations, quarantine requirements and mandatory COVID-19 testing.

You acknowledge that we do not provide flight booking services. 

11.  Flexibility

You appreciate and acknowledge that the nature of travel requires considerable flexibility, and you should allow for alternatives. Where a tour is part of the booking, the itinerary provided for each trip is representative of the types of activities contemplated, but it is understood that the route of transportation, schedules, itineraries, activities, amenities, and mode of transport may be subject to alteration without prior notice due to local circumstances or events.

12.  Change of itinerary

Where a tour or activity is a part of the booking, while travel service providers endeavor to operate all activities as described, we reserve the right to change the itinerary where required by a travel service provider. If changes are made, we will email you the most recent updates to your itinerary. 

13.  Limitation of liability

We are not responsible for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts and omissions or defaults, whether negligent or otherwise, of travel service providers or other third parties or for any Force Majeure events (as defined in these Booking Conditions).

Our services come with guarantees under the Australian Consumer Law that they will be provided with due care and skill; they will be reasonably fit for the specified purpose; they can reasonably be expected to achieve the desired result; and they will be provided within a reasonable time.  If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.

Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law).

This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Booking Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).

14.  Optional activities

Optional activities not included in the booking do not form part of the booking Any assistance given by us or a local representative in arranging optional activities does not render us liable for them in any way. The contract for the provision of that activity will be between you and the activity provider. 

15.  Severability

In the event that any term or condition contained in these Booking Conditions is unenforceable or void by operation of law or as being against public policy or for any other reason than such term or condition shall be deemed to be severed from these Booking Conditions or amended accordingly only to such extent necessary to allow all remaining terms and conditions to survive and continue as binding.

16.  Appointment as Agent

We act as an agent and we sell products for and on behalf of several travel service providers, including hotels, tour operators and transportation operators.  Anything that we do for you is incidental to that agency arrangement.  We are not a travel service provider.

17.  What we do for you

As set out above, we are not a travel service provider.  We offer you booking services and activities associated with these bookings, such as coordinating with the travel service provider on your behalf, modifying reservations and suggesting itineraries.  We provide you with services that include making travel bookings on your behalf and acting as an intermediary between your contractual agreement with the travel service providers.  We act as an agent for the travel service providers and sell products on their behalf.

We have no control over the services provided by any travel service provider, and have no liability for those services.  When you make a booking, you agree to be subject to the terms and conditions of the relevant travel service provider.  You should read the terms and conditions of the travel service provider carefully, as your legal recourse relating to any issue with your booking (other than issues that relate directly to our fault) is solely against the travel service provider.  Your legal rights and remedies may be different overseas compared to your rights and remedies in Australia. 

18.  Money not held in trust

We do not hold your money on trust, and any money that you pay us will be our property and a debt due by us to the travel service provider.  Payment terms between us and the travel service provider are dealt with exclusively by agreements between us and the travel service provider, as are the financial arrangements between us and the travel service provider which may include commissions, rebates and other remuneration.  We may hold any money you pay us in any account, including in our operating account or co-mingled with other customer monies.

19.  Modification to these Booking Conditions

We may modify these Booking Conditions at any time without notice.  Where we do modify the terms, the terms that are in force at the time that you make your booking shall govern that booking.

20.  Governing Law

These Booking Conditions shall be governed by the laws of Victoria, Australia.  The parties agree to submit to the exclusive jurisdiction of the courts of Victoria.

21.  Force Majeure

In this clause, “Force Majeure” means any causes outside the reasonable control of a travel service provider such as war (whether declared or not), riot, civil commotion, labour disputes, terrorism and its consequences, epidemic, pandemic, infections disease outbreak or other health alert, natural disasters, adverse weather, air traffic control issues, security issues or any other unusual and unforeseen circumstance which we cannot control and the consequences of which the travel service provider could not have avoided by taking reasonable steps.

In the event of Force Majeure, we or a travel service provider may modify your booking as required, including by cancelling, rescheduling or postponing your booking.  If your booking is cancelled due to Force Majeure, the travel service provider will issue with you with a travel credit for the full amount paid by you.

22.  Bad weather and other disruptions

In the event of bad weather or any other interruption that does not amount to Force Majeure, the travel service provider may not be able to operate your scheduled activity such as a tour or water sports activity.  In this case, the travel service provider will make efforts to reschedule the activity to an alternative time.  However, if the activity cannot be rescheduled, the travel service provider will refund you for the unperformed activity.  We will pass this refund on to you once we have received it from the travel service provider or they have authorised us to release it to you.

23.  Privacy policy

Any personal information that we collect about you may be used for any purpose associated with making your booking (including disclosing to travel service providers and other third parties who are outside Australia), or to send you marketing material in relation to our events and special offers. We will treat your details in accordance with our privacy policy.

 

 

 

Privacy Policy

At Dream Team Travels, we understand that how we collect, use, disclose and protect your information is important to you.   Please note that you will also be subject to the privacy policies of any travel service providers.

This Privacy Policy sets out the types of personal information we receive and collect when you use our services, how we collect it, and what we do with it, as well as some of the steps we take to safeguard information.  We ensure that any personal information you provide to us will only be collected, used and disclosed in accordance with this Privacy Policy.  We hope this will help you make an informed decision about sharing personal information with us, though noting that in many cases we will not be able to assist you to make a booking if you do not wish to provide the requested information. In all your dealings with us you must ensure that others you represent are aware of the content of our Privacy Policy and consent to your acting on their behalf. 

This Privacy Policy may be updated from time to time. You are responsible for reviewing this Privacy Policy periodically and informing yourself of any changes to this Privacy Policy. 

References to ‘we’, ‘our’ and ‘us’ means Dream Team Travels. 

Information we collect about you

Depending on the circumstances, in the course of providing a service to you, the Dream Team Travels may collect and hold personal information such as:

  • your name, date of birth, gender, postal address, telephone number, email address, passport details, medical information and travel insurance details (where applicable);

  • details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries; and

  • any additional information relating to you that you or a third party has provided to us directly or indirectly through our travellers’ or agents’ phone enquiry lines, websites, online presence, customer surveys or to our other representatives.

Information that we collect (such as about your health or religion) may be considered “sensitive information” under the Privacy Act.  We collect it to provide you with our services, cater to your needs or act in your interest, and we are only prepared to accept sensitive information on the condition that we have your consent. 

When you are travelling with our travel service providers, they may take video and images of you that may be used in brochures, in our advertising or on our social media. customers authorise us to use his/her image (such as a photograph, videotape, film or pictorial representation or recorded voice). If you do not wish for this to happen, please notify us in writing using the contact details below.

How do we collect personal information?

You may volunteer this information when you request information from us, contact us (and vice versa), make a booking, register interest for and/or enter a competition, connect with us via social media, by speaking to a consultant over the phone or emails. 

We may also receive the information from a third party, for example:

  • from people making travel bookings on your behalf;

  • from market research and data companies contracted by us to obtain information so that we may improve and market our products and services;

  • from partners performing services on our behalf; and

  • your insurer, their agents or medical staff may disclose relevant information and sensitive personal information with us in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency.

We will update your information whenever we can to keep it current, accurate and complete.

You represent and warrant to us that you have obtained all required consents and are fully authorised to disclose all personal information you provide to us including without limitation personal information of your friends and family members provided in connection with making travel bookings.

Why do we collect, use, hold and disclose your information?

We collect personal information about you so that we can perform our business activities and functions and to provide the best possible quality of customer service.

We may collect, hold, use and disclose your information for the following purposes:

  • administering services we are providing to you such as arranging your booking

  • manage our relationship with you, including updates about your tour booking and handling complaints, to contact you in the event of an emergency

  • combining information collected from you at different times for the purpose of research and analysis to provide a better customer experience, including customising online content for you

  • to identify and tell you about services we think you may be interested in, including sending email newsletters or sending printed materials to your postal address

  • providing relevant information, which may include sensitive personal information, to insurers, their agents and medical staff in circumstances where we/they need to act on your behalf or in the interest of passengers or in an emergency.

  • for identification of fraud or error or for regulatory reporting and compliance

We are only permitted to store your personal information for as long as necessary having regard to the purposes for which it was collected or a related or ancillary purpose.  We may therefore delete your personal information after a reasonable period of time and, if you have not used our services for some time, you may have to re-supply your personal information to us.

We will not disclose your personal information otherwise than as described in this Privacy Policy without your consent unless we reasonably believe that disclosure is necessary to lessen or prevent a threat to life, health or safety or for certain action to be undertaken by an enforcement body (e.g. prevention, detection, investigation, prosecution or punishment of criminal offences), disclosure is authorised or required by law or disclosure is otherwise permitted by applicable privacy laws.

Who do we disclose your information to?

We may disclose your personal information as follows: 

  • We may share your personal information inside the Dream Team Travels and to our related overseas entities for the purposes of providing products or services to you, research and marketing purposes. Any marketing purposes will be conducted in accordance with our ‘Marketing and Privacy’ statement below.

  • We may disclose your personal information to our employees, contractors or third party service providers located in Australia or overseas for the purposes of the operation of our business, fulfilling requests by you, managing your bookings, responding to your enquiries and to otherwise provide products and services to you, including, without limitation, to airlines, tour companies, travel agencies, web hosting providers, IT systems administrators, mailing houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors, and professional advisors such as accountants, solicitors, business advisors and consultants.

  • We may disclose your personal information to external parties for research purposes and to identify other services you may be interested in, in accordance with our ‘Marketing and Privacy’ statement below.

  • We may share aggregated non-personal information with third parties, such as our travel industry partners to analyse trends and further improve our service to you.

  • We may share information with third parties in limited circumstances without your consent where we reasonably believe the disclosure is necessary to lessen or prevent a threat to life, health or safety, or for certain action to be undertaken by an enforcement body (e.g. prevention, detection, investigation, prosecution or punishment of criminal offences), where disclosure is authorised or required by law or disclosure is otherwise permitted by applicable privacy laws.

  • In order for you to travel abroad, we may disclose your personal information where disclosure is required by government authorities at the point(s) of departure and/or destination to process your information for immigration, border control, security and anti-terrorism purposes.

  • Where you provide us personal information for the purposes of booking travel related services on your behalf or on behalf of another person, we must provide such personal information to the travel providers you have selected for the purposes of completing the booking. We have no control over how travel providers use, disclose or store personal information. Please ensure you agree with the privacy practices of the travel providers you select prior to providing us your personal information for the purposes of booking travel related services with such travel providers. You acknowledge and agree that we provide your personal information to such travel providers solely as your agent and not as the principal holder and we will not be required to ensure their compliance with applicable privacy laws, this privacy policy or otherwise be liable or accountable for your personal information including without limitation their use and disclosure of your personal information

Trans-Border Data Flows

When you provide, or otherwise allow us to collect, your personal information, you consent to your personal information being disclosed to relevant related overseas entities and third party overseas recipients, as set out below. 

In providing our services to you, it may be necessary for us to disclose personal information to relevant overseas entities. For instance, we may need to disclose personal information to our related overseas entities in order to respond to your enquiry. We may also need to disclose personal information to overseas recipients other than our related overseas entities (third party overseas recipients), such as relevant overseas travel service providers for the purpose of arranging your booking with them. 

Where we disclose your information to our related overseas entities, we require that appropriate confidentiality and security measures are in place.

Where we disclose your personal information to a third party overseas recipient, your personal information will generally be received in the country in which the recipient will provide the services to you or in which their business is based.  Unless otherwise contemplated herein or otherwise permitted or required by applicable law, we will only disclose your personal information to these overseas recipients in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf. 

By using our products and services, you agree that we will not be required to ensure that third party overseas recipients comply with Australian privacy laws or otherwise be liable or accountable for how the recipient handles your personal information. 

Security of Information

The Dream Team Travels has implemented various physical, electronic and managerial security procedures in order to protect personal information from loss and misuse, and from unauthorised access, modification, disclosure and interference.  The Dream Team Travels regularly reviews security and encryption technologies and will strive to protect your personal information as fully as we protect our own confidential information.

Whilst we take reasonable steps to ensure that your personal information is secure, as the internet is inherently insecure, any personal information or other information you transmit to us online is transmitted at your own risk.

Your preferences

We offer you choices when we ask for personal information, whenever reasonably possible. You have the option of dealing anonymously with us, either on our social media sites or through other methods. There will be circumstances where this is not possible in order to complete your request. You may decline to provide personal information to us and/or refuse cookies in your browser, although some of our features or services may not function properly as a result. For example, if you do not provide us with the personal information described above, some or all of the following may happen:

  • we may not be able to provide the requested products or services to you, either to the same standard or at all;

  • we may not be able to provide you with information about products and services that you may want, including information about discounts, sales or special promotions; or

How do I access and correct my personal information?

You can enquire about the personal information we hold about you by using the contact details below.  We will need to verify your identity before disclosing personal information. Please allow up to 10 business days for us to process your request, however, we will endeavour to deal with your request sooner. 

You can ask us to update any inaccurate, incomplete or out-of-date information we hold about you using the contact details below. There is no fee to make an enquiry or request in relation to your information, or for us to add to, correct or update our records. 

There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.

Marketing and privacy

We may from time to time use your personal information to identify new or existing products that we believe may be of interest to you. We may communicate this via email, phone or your postal address. If you no longer wish to receive these updates via email, you may opt-out by clicking the unsubscribe link contained in the message. You can contact us using the contact details below to opt-out of receiving phone and postal updates. You can opt-in in the future if you wish to receive these updates again.

We comply with the Spam Act 2003 and do not share, sell or rent information to any third parties for the purposes of direct marketing. 

Lodging a complaint

If you believe that your privacy has been breached, please contact us using the contact information below and provide details of the incident so that we can investigate it.

We request that complaints about breaches of privacy be made in writing, so we can be sure about the details of the complaint. We will attempt to confirm as appropriate and necessary with you your understanding of the conduct relevant to the complaint and what you expect as an outcome.

After we have completed our enquiries, we will contact you, usually in writing, to advise the outcome and invite a response to our conclusions about the complaint. If we receive a response from you, we will assess it and advise if we have changed our view.

 

Contacting us

If you have any questions about this Privacy Policy or are concerned about how we have handled your personal information, we would like to hear from you. We treat privacy matters seriously and will endeavour to correct the matter.

You can contact us by:

  • calling us on +61 3 7046 5765

  • emailing us at info@dreamtravels.com.au

  • by post to Privacy Officer, 28 Jomon Way, Officer, VIC 3809, Australia

Our Privacy Officer will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your query or complaint is resolved in a timely and appropriate manner.