The Travel Concierge Group

Booking Terms and Conditions

16 Oct 2026

The Travel Concierge Group Pty Ltd (ABN 81 688 247 949), trading as The Travel Concierge Group, The Japan Concierge, The Snow Concierge and The Africa Concierge

Please read the following Booking Terms and Conditions carefully, as they contain important information about your legal rights, remedies and obligations. You must not make any booking unless you understand and agree with these Booking Terms and Conditions.

References to “us”, “we” and/or “our” in these Booking Terms and Conditions mean The Travel Concierge Group Pty Ltd, including when trading as The Japan Concierge, The Snow Concierge or The Africa Concierge. The brand you book with will be shown on your tax invoice and/or itinerary, and these Booking Terms and Conditions apply equally to bookings made under any of our brands. References to “FCTG” mean Flight Centre Travel Group Limited and its wholly owned subsidiaries, including Envoyage. References to “Envoyage” mean Travel Partners Holdings Pty Ltd (a wholly owned subsidiary of Flight Centre Travel Group Limited) trading as Envoyage, our host travel agency. References to “you” and “your” mean the customer.

By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These Booking Terms and Conditions apply to any bookings you make with us, whether in person, over the phone, by email or online. The contract formed under these Booking Terms and Conditions is with us, and not with any other party, such as FCTG, Envoyage or any travel service provider (such as an airline). We are an independent travel business operating under a host agency arrangement with Envoyage, which provides us with industry accreditation, including IATA-accredited ticketing facilities. That arrangement is held by The Travel Concierge Group Pty Ltd and covers all of our brands. We are not owned, operated or controlled by FCTG.

We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments), and that person will bind all such travellers to these Booking Terms and Conditions.

1. Passports & Visas

All travellers must have a valid passport for international travel. Many countries require at least six months' validity from the date of return, and some require a machine-readable passport. You must let us know if any traveller has less than six months' validity on their passport, or if their passport is not machine-readable.

Entry requirements depend on nationality, and our clients travel on passports from many countries. When booking, you must tell us the nationality of every traveller and which passport each will travel on, including any traveller who holds more than one nationality or is travelling on a passport issued by a country they are visiting. Any general information we give you will be based on the passports you tell us about.

It is important that you have valid passports, visas, electronic travel authorisations and re-entry permits meeting the requirements of immigration and other government authorities. Requirements can differ for permanent residents, refugees and travellers holding documents other than a passport, and some countries require a transit visa even if you do not leave the airport. It is your responsibility to check the requirements that apply to each traveller with the relevant embassy, consulate or official government website. Any fines, penalties, payments or expenditure incurred as a result of documents not meeting those requirements will be your sole responsibility, except to the extent caused by fault on our part. We can provide general information only on visa and passport requirements. We can also obtain more specific information from an external visa advisory service provider on your behalf, if you wish, and fees will apply. We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for loss or damage you may suffer in reliance on it, except to the extent caused by fault on our part.

The summaries below cover the destinations our clients most often visit or transit through. They are general information only, may change without notice, and do not cover every nationality.

Japan: Citizens of many countries, including Australia, New Zealand, the United States, Canada, the United Kingdom and most European countries, do not currently need a visa for short-term tourist stays in Japan. Citizens of other countries must obtain a visa before travel, which for some nationalities can be done online through Japan's eVISA system. We recommend all travellers complete their arrival details through Visit Japan Web (see https://www.digital.go.jp/en/services/visit_japan_web-en) before they fly, which speeds up immigration and customs on arrival. Japan plans to introduce a compulsory electronic travel authorisation for visa-exempt travellers, the Japan Electronic System for Travel Authorization (JESTA), by the end of its 2028 financial year (March 2029). We will let you know if this affects your booking.

Southern and East Africa: Requirements vary widely across the region and change often. Citizens of many countries, including Australia, New Zealand, the United States, Canada, the United Kingdom and most European countries, can currently visit South Africa for up to 90 days without a visa. Since 1 July 2026, all travellers entering or leaving South Africa must also complete an online Traveller Declaration before travel. Other countries are stricter: Namibia has required visas for many of these nationalities, including Australians, since April 2025 (available online or on arrival), and Kenya requires an Electronic Travel Authorisation (eTA) for almost all visitors. Some countries in the region require at least two blank pages in your passport. If you are travelling with children, carry each child's full birth certificate showing both parents' details, as South Africa and some neighbouring countries may ask for it.

United States: Citizens of Visa Waiver Program countries (including Australia, New Zealand, the United Kingdom, Japan and most European countries) must hold a valid Electronic System for Travel Authorization (ESTA) to travel to or transit through the United States; see https://esta.cbp.dhs.gov. Citizens of other countries generally need a visa. Certain prior travel (including to Iran, Iraq, Syria, Sudan, Yemen, Libya, Somalia, Cuba or North Korea), or dual nationality with some of these countries, may make you ineligible for ESTA and require a full visa application.

Canada: Most travellers from visa-exempt countries flying to or transiting through Canada need an Electronic Travel Authorization (eTA); see https://www.canada.ca/en/immigration-refugees-citizenship/services/visit-canada/eta.html. US citizens are exempt, and citizens of other countries generally need a visa.

United Kingdom: Travellers who do not need a visa to visit the United Kingdom, including citizens of Australia, New Zealand, the United States, Canada, Japan and EU countries, need an Electronic Travel Authorisation (ETA) to travel to, and in some cases transit through, the UK; see https://www.gov.uk/guidance/apply-for-an-electronic-travel-authorisation-eta. British and Irish citizens do not need an ETA. If you hold British or Irish citizenship, you must travel on your British or Irish passport (or hold a Certificate of Entitlement) and cannot apply for an ETA using another passport. Citizens of other countries may need a visa.

Schengen Area (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and Switzerland): non-EU nationals must register their passport and biometric data under the Entry-Exit System (EES) on first entry and verify identity at subsequent border crossings; see https://travel-europe.europa.eu/ees_en. Citizens of some countries also need a Schengen visa. The EU plans to introduce the European Travel Information and Authorisation System (ETIAS), a pre-travel authorisation for visa-exempt travellers, but no start date has been confirmed.

We urge you to confirm each traveller's visa and travel authorisation requirements before booking if you have any concerns.

2. Travel Documents and Itineraries

Travel documents include airline tickets, hotel vouchers, tour vouchers or any other document, whether electronic or otherwise, used to confirm an arrangement with a travel service provider. Travel documents may be non-refundable, non-date-changeable, and/or subject to cancellation or change fees. They cannot be transferred to another person. All airline tickets must be issued in the name of the passport or photo identity holder, and your name must be identical across your passport, visa and other travel documents. An incorrect name may result in the booking being unusable or cancelled, and additional fees may apply.

Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. It is your responsibility to collect, review and retain all travel documents supplied to you prior to travel, and to read them carefully for baggage allowance details, which vary by airline and country. Excess baggage costs are your responsibility. We are not liable for expenses, fees, penalties or losses associated with baggage allowances, except to the extent caused by fault on our part.

Each traveller must book and travel on the same passport, and use that passport for any visa or electronic travel authorisation. Travellers who hold more than one nationality must tell us which passport they will use, and must carry it when travelling. The name on your booking must match that passport exactly, including any middle names. Some countries also require proof of onward or return travel, or of sufficient funds, as a condition of entry.

Itineraries. Your itinerary is a summary of your travel arrangements, prepared for your convenience. It is not a contract, ticket or travel document, and it does not change the terms of any booking. If your itinerary differs from a booking confirmation, ticket or voucher issued by a travel service provider, the provider's document applies.

We provide itineraries through our apps (such as The Japan Concierge App) and other digital platforms, such as Travefy, which we may change from time to time. Including an item in your itinerary, such as a flight, accommodation, transfer, tour or restaurant, does not mean we have booked it, quoted for it or agreed to book it. Items in your itinerary may be suggestions, placeholders for arrangements still being planned, or arrangements you have booked independently. An arrangement is only booked through us when we have confirmed in writing that it is booked and, where payment is required, it appears on your tax invoice and has been paid. Your evidence of a booking is that written confirmation, a booking confirmation, ticket or voucher from the travel service provider, or a booking reference or confirmation number issued by us or the provider and shown against that item in your itinerary. Without one of these, an item appearing in your itinerary is not evidence of a booking. A confirmation number shows that an arrangement is booked, not that we booked it; arrangements you book independently remain your responsibility, as set out below. This applies even where an item in your itinerary carries a status label such as “booked”, “confirmed”, “pending”, “suggested” or “Own Booking”, or has no label at all. Status labels are provided for convenience only, may not always be up to date, and do not change whether an arrangement has been booked. If you are unsure whether an item has been booked, please ask us before you travel.

We take care to make sure your itinerary is accurate, but it relies on information from travel service providers and from you, which can contain errors or change after we prepare it. You must review your itinerary carefully when you receive it, and again before you travel, and tell us promptly of any errors or omissions, including in names, dates, times, flight numbers, addresses and inclusions. To the extent permitted by law, and subject to your rights under the Australian Consumer Law, we are not liable for loss arising from an error or omission in your itinerary that you could reasonably have identified and did not tell us about before travel.

Arrangements you book independently. If you book any part of your trip yourself, or through anyone other than us (such as flights, accommodation, tours, rail or restaurant reservations), you are responsible for that booking, including its accuracy, timing, payment, changes and cancellation. You are also responsible for checking that it works with the arrangements we book for you, such as transfer times, check-in times and connections. We do not act as agent for, and have no responsibility for, arrangements we did not book.

If you would like to book any accommodation yourself, for example to use loyalty points, hotel rewards or credit card benefits, you must raise this with us before we begin designing your itinerary, so we can agree an approach and adjust our planning fee if needed. Our itinerary design, including researching and selecting properties, is a significant part of our service. If we recommend a property in your itinerary and it is then booked independently without our prior written agreement, we may end our engagement under section 26, and any fees you have paid will be forfeited.

If you ask us to include independently booked arrangements in your itinerary, we will include them as you provide them, without checking them against the provider's records. Where we know an arrangement has been booked independently, we will try to label it “Own Booking” in your itinerary. This label is provided for convenience only: an arrangement you booked independently remains your responsibility whether or not it is labelled, and a missing label does not mean we booked it. You are responsible for the accuracy of that information and for telling us of any changes. We are not liable for any loss arising from an independently booked arrangement, or from inaccurate or out-of-date information you give us about it, except to the extent caused by our failure to exercise due care and skill.

3. Travel Insurance

We strongly recommend that every traveller holds appropriate travel insurance covering cancellation, medical and repatriation expenses, personal injury and accident, death, loss of personal baggage and money, and personal liability. Evidence of insurance should be produced to us on request. Cover offered by credit card companies, reciprocal health agreements or national health systems is often not comprehensive and may not apply overseas. Many governments recommend travel insurance for all overseas travel.

Insurance products, and the rules for selling them, vary by country, and many policies are only available to residents of the country where they are issued. Before purchasing, read the insurer's policy documents (in Australia, the Combined Financial Services Guide / Product Disclosure Statement and Target Market Determination) to make sure the product suits your needs and covers travellers of your residency. If you decline travel insurance when booking through us, you may be asked to sign a disclaimer.

Insurance for tours and activities. You are responsible for making sure your travel insurance covers every tour and activity you plan to take part in. Many policies exclude or limit cover for skiing and snowboarding, particularly off-piste, out-of-bounds or backcountry skiing, ski touring, cat and heli-skiing, and other adventure activities, or cover them only with an add-on or when you are accompanied by a qualified guide. Before you travel, check your policy's list of covered activities, any altitude limits, and its cover for search and rescue, evacuation and medical costs. We are not responsible if your insurer declines a claim because a tour or activity is not covered, even where we booked it on your behalf.

4. Health, Safety, Tours and Activities

You must be aware of any health requirements and recommended precautions relevant to your booking and carry all necessary vaccination documentation. Failure to present required documentation may result in you being refused entry to a country. Some destinations, particularly in Africa, require proof of yellow fever vaccination if you are arriving from or have transited through a country with a risk of yellow fever transmission, and some regions carry a risk of malaria. Some medications that are legal in your home country are restricted or prohibited elsewhere (Japan, for example, restricts some common cold and allergy medicines and prohibits certain prescription stimulants), and you are responsible for checking the rules for any medication you carry. We recommend consulting your doctor, a travel medical service or a specialist vaccination clinic before travel, and checking your own government's travel advice for general health information (for example, Smartraveller in Australia, travel.state.gov in the United States or GOV.UK foreign travel advice in the United Kingdom).

Whether medical requests, such as access to power, refrigeration or travel with mobility aids, can be accommodated is at the sole discretion of the relevant travel service provider and depends on factors including mode of transport and local standards. While we will pass on any medical request as a file note, we cannot guarantee it will be accommodated, and it is your responsibility to follow up directly with the provider where possible.

Tours and activities. Many trips include tours, excursions and activities that we book on your behalf, such as guided tours, day trips, cultural experiences, cooking classes, ski lessons and guiding, and game drives. These are provided by independent operators, such as tour companies, guides, resorts, ski schools and safari lodges, under their own terms and conditions. Even where we book them on your behalf, we do not operate, supervise or control them, and the operator is responsible for how they are run.

When taking part in any tour or activity, you must:

make sure that you, and everyone on your booking, are fit, healthy and able to take part, meet any age, height or skill requirements, and tell the operator about any medical condition, allergy or limitation;
follow the operator's safety briefings, rules and instructions, and carry and know how to use any required safety equipment;
sign any waiver or participation agreement the operator requires; and
obey local laws and rules.

An operator may refuse to let you take part, or may change or cancel a tour or activity, for safety reasons such as weather, conditions, or your fitness or behaviour. Any refund is subject to the operator's terms.

Adventure and high-risk activities. Some activities carry an inherent risk of injury or death. These include skiing and snowboarding (particularly off-piste, out-of-bounds, sidecountry and backcountry skiing, ski touring, and cat and heli-skiing), mountaineering and hiking, water sports, cycling, safari activities such as game drives and walking safaris, and any activity at altitude or in remote areas. By choosing to take part, you accept those risks. Take particular care to follow resort boundaries and closures. In Japan, for example, many resorts prohibit skiing outside marked areas or through closed gates, and doing so can lead to your lift pass being cancelled and to charges for any search and rescue.

Our liability. To the extent permitted by law, we are not liable for any injury, illness, death, loss or damage arising from your participation in any tour or activity, except to the extent caused by our failure to provide our booking and advisory services with due care and skill. Any search and rescue, evacuation or medical costs are your responsibility.

5. Prices

All prices are subject to availability and can be withdrawn or varied without notice, and are guaranteed only once your booking has been paid in full. Price changes may occur due to matters outside our control, including adverse currency fluctuations, fuel surcharges, taxes and airfare increases (see section 15 for when we may reissue an invoice because of currency movements). Some prices are “Instant Purchase” prices due to dynamic pricing and constantly changing availability, and can only be secured if paid in full immediately. Even after full payment, we may not be able to secure a price if it becomes unavailable in the short window between your payment being processed and the booking being confirmed in the provider's system. If this occurs, we will notify you promptly and offer reasonable alternatives or a refund. Please contact us for current prices.

6. Our Services, Planning Fee and Financial Arrangements

Our services. We offer different service levels, such as our Bespoke Itinerary Design Service and our Full Concierge Service. What is included, such as the number of proposal drafts and revisions, which arrangements we book for you, and any pre-departure or in-travel support, depends on the service level agreed with you before work begins. It is set out in our service information, which means the How We Work guide for the brand you book with, where one has been published, together with anything we confirm to you in writing when you engage us. If the two differ, what we confirm to you in writing applies. Work outside that scope, including additional proposal drafts or revisions, may attract an additional fee, which we will confirm with you before we start it.

How we work with you. We design your itinerary first and begin booking only once you have approved it in writing and paid any amounts then due. We work primarily by email, and instructions, approvals and changes must be given to us in writing so there is a clear record of every decision. Where your service level includes it, we will give you a WhatsApp contact for urgent matters while you are travelling. Proposal timeframes are estimates only, and complex trips can take up to three weeks. Availability changes quickly, so please give us feedback, approvals, information and payments promptly. Subject to your rights under the Australian Consumer Law, we are not responsible for options that become unavailable because of delays on your part.

In-travel support. Where your service level includes in-travel support, we will respond as soon as reasonably practicable, but we cannot guarantee immediate availability at all hours. Any costs arising from changes made while you are travelling, including provider charges, are your responsibility.

Our planning fee. We charge a planning fee (sometimes called our service fee) for our services. It is based on your service level, the number of travellers, and the length and complexity of your trip, and is separate from the cost of your travel arrangements, which are invoiced as bookings are confirmed. Your planning fee is invoiced when you engage us and must be paid before we begin any work. It is non-refundable unless we agree otherwise in writing, including if you later change or cancel your trip or if our engagement ends under section 26, subject to your rights under the Australian Consumer Law. The following also apply:

Fast-track premium: if your travel begins within 30 days of the date you engage us, a premium of 50% applies to your planning fee.
Reworking fee: if you ask us to change your itinerary after bookings have been made, we may charge a reworking fee for our time, in addition to any provider charges. We will give you a breakdown of these costs before we action the change.
Travel credits: our planning fee may also apply when you make a new booking using a travel credit.

Financial arrangements. In addition to our planning fee, we receive remuneration through commissions, financial incentives, fees, rebates, transaction processing fees, merchant service fees or other payments (together, “financial arrangements”) from third-party travel service providers, card issuers, payment service providers and/or other suppliers for booking travel and related products on your behalf. In particular, we usually receive a commission from the accommodation providers we book for you, which does not change the rate you pay. We are entitled to retain these amounts.

7. Deposit and Final Payment

Payment requirements vary by booking. Some arrangements require a deposit or deposits when booking, some must be paid in full at the time of booking, and others, such as many hotels and ski accommodation, require no payment until closer to travel. Your tax invoice will show the amount and due date of each payment.

Subject to your rights under the Australian Consumer Law, deposits are non-refundable for changes of mind or cancellations by you, or where the travel service provider's terms make the deposit non-refundable. A refundable deposit is subject to us receiving funds from, or being authorised to refund by, the travel service provider. Where a deposit is required, it will generally secure your booking, though prices may change before final payment for the reasons outlined above. Where no deposit is required, your booking is held under the provider's terms, and the provider may cancel it if payment is not made by the due date. Cancellation fees may still apply to a booking you have not yet paid for, once the provider's cancellation period has started.

Final payment is required no later than six weeks prior to departure unless otherwise stated on your tax invoice.

8. Our Change and Cancellation Fees

Subject to your rights under the Australian Consumer Law, any change and cancellation fees that apply to your booking are set out in your tax invoice and/or itinerary, and in sections 9 to 14 below. All bookings are made subject to the relevant travel service provider's terms and conditions. Where a provider applies a no-refund policy, we can only pass on the remedy the provider offers, which may include a travel credit.

9. Travel Service Provider Change and Cancellation Fees

Changed or cancelled bookings, for any reason including matters outside your or our control, may incur travel service provider fees of up to 100% of the booking cost, regardless of whether travel has commenced. Such fees may also apply where a booking is changed or documents are reissued. Where we incur liability for a provider's change or cancellation fee arising from your change or cancellation, you agree to indemnify us for that fee. Where a refund is due, we cannot pay it to you until we receive the funds from the provider, which may take 12 weeks or longer depending on the provider's processing time.

10. Change or Cancellation by You

If you change any aspect of your booking, we will do our best to accommodate the request, though this may not always be possible. Changes are subject to any applicable provider fees and our reworking fee (see section 6), and you may be responsible for any resulting price increase. We will give you a breakdown of these costs before we action the change.

If you cancel any aspect of your booking, you will forfeit your deposit and be responsible for any applicable provider fees and our cancellation fees, with the remaining funds (if any) refunded to you. Alternatively, we or the provider may offer a travel credit for the full amount paid, without applying provider or our cancellation fees at that time. Refunds remain subject to us receiving the funds from, and being authorised by, the provider. Subject to your rights under the Australian Consumer Law, no refund, credit or other remedy will be available for Instant Purchase or non-refundable bookings. A travel credit we issue is subject to our Travel Credit terms in section 14. A travel credit issued directly by a travel service provider is subject to that provider's terms.

11. Change or Cancellation by a Travel Service Provider

Except in the case of unavoidable or extraordinary circumstances (see sections 12 and 13), where a provider cancels your booking, they will generally offer alternative arrangements of comparable standard where available (refunding any price difference for a lower-value alternative), or a travel credit for the full amount paid. Alternatively, subject to the provider's policy, they may offer a refund of monies paid, less any unrecoverable costs and applicable fees.

“Unrecoverable costs” means all reasonable direct and indirect costs the provider and/or we have incurred in relation to your booking, including non-refundable amounts paid to other providers such as overseas in-destination tour or transfer operators. Subject to your rights under the Australian Consumer Law, for Instant Purchase or non-refundable bookings you may not be entitled to a refund, credit or other remedy if the provider cancels.

12. Unavoidable or Extraordinary Circumstances

A travel service provider may materially modify or cancel your booking in the event of unavoidable or extraordinary circumstances, meaning any cause outside the provider's reasonable control that could not have been prevented or avoided even with all reasonable measures. This includes, without limitation, war, riot, civil disturbance, industrial dispute, terrorism, epidemic or pandemic, natural disaster, nuclear incident, fire, adverse weather, airport or port closures, unavoidable technical or transport problems, transport disruptions or cancellations, travel or health advisories and restrictions, immigration law changes, rescheduling of transport, and changes to applicable laws or government mandates.

A material modification is one that has a serious impact on your booking and would cause substantial inconvenience, including a change of departure date, departure point or airport, or a departure time change of more than 12 hours.

13. Cancellation due to Unavoidable or Extraordinary Circumstances

If your booking is cancelled due to unavoidable or extraordinary circumstances, either the travel service provider will offer a travel credit, or we may, at our discretion, offer a travel credit for the full amount paid. A travel credit we issue is subject to our Travel Credit terms in section 14. A travel credit issued directly by a travel service provider is subject to that provider's terms.

14. Travel Credit

Where we issue a travel credit, the following terms apply. A travel credit issued directly by a travel service provider is governed by that provider's terms.

(a) Your travel credit will be valid for the period notified to you in writing when it is issued (the “Term”), during which it may be redeemed with us.

(b) If, at the end of the Term, you have not used all of your credit and request a refund, we will refund the unused balance less any provider fees and our cancellation fees that were not applied when the credit was issued, subject to us having received the funds from, and been authorised to refund by, the relevant travel service provider.

(c) The credit is accessible only through us and may be used for one or multiple future bookings, with any balance carried forward under these terms.

(d) Our planning fee (see section 6) may apply when redeeming a travel credit, along with any fees imposed by the relevant travel service provider. Once redeemed against a booking, these Booking Terms and Conditions apply to that booking as normal.

(e) Travel credits are non-refundable during the Term and refundable at its expiry only as set out in paragraph (b); are non-transferable; are not cash, currency, a stored value or gift card product; cannot be combined with other offers; and cannot be reissued past the Term except at our discretion. Credits remain our property until redeemed.

(f) If you initiate a chargeback or dispute with your card issuer for a booking, you will not be eligible for a travel credit for that booking, and we reserve the right to refuse, void or hold a credit for review in such circumstances, or where we believe it has been procured fraudulently or in violation of these terms.

(g) Subject to your rights under the Australian Consumer Law and paragraph (b), accepting a travel credit releases us from claims relating to the underlying booking, its cancellation, and any refund or compensation you might otherwise be entitled to.

15. Currency and Payment Processing

We invoice in a range of currencies, including Australian Dollars, US Dollars, British Pounds, Euros, Singapore Dollars, New Zealand Dollars and South African Rand, and will confirm the applicable currency on your tax invoice. Where your booking includes services priced in another currency, we convert them to your invoice currency using our own exchange rate, which includes a margin to cover currency movements and conversion costs.

We reserve the right to reissue your tax invoice at a revised exchange rate if:

(a) the exchange rate between your invoice currency and the currency of the services moves against us after the invoice date to an extent that materially increases our cost of providing the services, having regard to both the size of the movement and the value of the unpaid amount; or

(b) any amount is not paid by its due date.

A reissued invoice applies only to amounts not yet paid. Amounts you have already paid will not be recalculated. We will act reasonably in deciding whether to reissue an invoice, and will tell you the revised amount and the reason before payment is due. If a reissued invoice increases the amount you owe because of exchange rate movements, you may cancel the affected services by notifying us within 7 days, and we will not charge our cancellation fees. However, payments you have already made, including deposits, are likely to be forfeited, as most travel service providers do not refund deposits or prepayments on cancellation. We will refund only what the providers' cancellation policies allow, less the fees described in section 16, and our planning fee is non-refundable as set out in section 6.

Any conversion or international transaction fees charged by your own bank or card issuer are your responsibility, and any difference between the rate applied to your payment and the rate applied by your own financial institution to any related transaction on your account is not our responsibility.

16. Card Payments

We do not charge card surcharges. The price on your tax invoice is the final price and includes our card processing costs, so you can pay it by card at no extra charge. We may offer a discount if you pay by cash, bank transfer, PayID or PayTo instead; any discount will be shown on your tax invoice. You authorise us to charge all fees incurred in relation to our services to the card designated by you. If payment is not received from the card issuer for any reason, you agree to pay us all amounts due immediately on demand. If you choose to save your card details with us, they will be securely stored and may be used for future transactions, including those agreed by phone or email, and you may remove them at any time.

Where you are entitled to a refund, however you paid, it will be made less any bank, transfer or currency conversion fees we incur in making it.

17. Payments by Bank Transfer

We accept bank transfers, including PayID and PayTo for clients in Australia and ACH transfers for clients in the United States. Your tax invoice will show the payment methods and account details available to you. Bank transfers, including ACH and international transfers, can take up to three business days to clear, so please make payment at least three business days before the due date and notify us once payment has been made. If paying by PayTo, you will need to approve the payment agreement in your banking app before payment can be processed, and some banks may hold new agreements for review. The full invoiced amount must be received by us, and any fees charged by your own bank or an intermediary bank are your responsibility.

18. Taxes

Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. Local taxes may also apply at some airports and accommodation, and some are payable directly on arrival or at check-in.

19. Service Guarantees

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

20. Agency

We hold industry accreditation, including IATA-accredited ticketing facilities, through our host agency arrangement with Envoyage. We act as an agent for, and sell travel-related products and services as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail, cruise and tour operators, as well as our wholesalers. Any booking, advisory and other services we provide (such as processing a change or cancellation) are collateral to that agency relationship. We do not act as an agent for, and are not authorised to enter into any agreement with you on behalf of, FCTG or Envoyage.

Our obligation to you is to provide booking and advisory services, including making bookings on your behalf and arranging relevant contracts between you and travel service providers. We exercise care in selecting reputable providers, but we are not ourselves a provider of travel services and have no control over, or liability for, services provided by third parties. All bookings are made subject to the relevant provider's terms and conditions, including conditions of carriage, fare rules, and change and cancellation policies. Please contact us if you would like a copy of any provider's terms and conditions, or assistance understanding which terms apply to your booking.

Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem arises from our failure to provide our services with due care and skill or other fault on our part, are not against us. While we use due care and skill in performing our services, we cannot always verify, and do not guarantee, that information provided by a travel service provider is accurate, complete and correct. If we become aware that provider information is incorrect or incomplete, we reserve the right to correct it and amend your booking in consultation with you.

21. Liability

To the extent permitted by law, we do not accept liability in contract, tort or otherwise for injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default of third-party providers over whom we have no direct control, unavoidable or extraordinary circumstances (as described in section 12), insolvency, or any other event beyond our control or not preventable by reasonable diligence on our part. This includes costs arising from missed connections, delayed or cancelled flights, missed train departures and other travel disruptions, except to the extent caused by our failure to provide our services with due care and skill.

Our liability is also limited to the extent that relevant international conventions, such as the Montreal Convention for air travel, the Athens Convention for sea travel, the Convention concerning International Carriage by Rail (COTIF) for rail travel, and the Paris Convention for accommodation, limit the compensation claimable for death, injury or delay to passengers and loss, damage or delay to luggage and personal property. Where our liability cannot be excluded and may be lawfully limited, it is limited to the remedies required under applicable law, including the Australian Consumer Law. Nothing in these Booking Terms and Conditions is intended to limit any rights you have under the Competition and Consumer Act 2010 (Cth).

22. Travel Service Provider Insolvency

Without limiting section 21, in the event a third-party provider is unable to provide a booked product or service due to insolvency or external administration, subject to your refund and remedy rights under the Australian Consumer Law, we have no obligation to reimburse you for the cost of your booking or for any resulting loss or damage.

23. Special Requirements

Please let us know of any special requirements for your travel arrangements, such as meal or seating requests, room type or accessibility needs, and we will pass these on to the relevant provider.

24. Your Conduct, Damage and Provider Rules

You must comply with the terms, house rules and reasonable directions of travel service providers, including rules on occupancy, smoking, noise, check-in and check-out times, use of facilities (such as onsen and shared bathing areas) and waste disposal. The person making the booking is responsible for ensuring every traveller on the booking does the same.

Accommodation and other providers may hold us responsible for damage, loss, additional cleaning, fines or other costs caused by you or anyone travelling on your booking. Where a provider charges us for any of these, you agree to reimburse us for the amount charged, together with any reasonable costs we incur in handling the claim. We will give you details of the claim, including any evidence the provider supplies, before requesting payment, and payment is due within 14 days of our request. If you have authorised us to use a card under section 16, we may charge these amounts to that card once we have given you those details.

Some providers require a security deposit or card pre-authorisation at check-in, which is held, charged or released under the provider's own terms. A provider may also refuse service, or end your stay or tour without refund, if you or anyone on your booking breaches its rules or behaves in a way that is unsafe, disruptive or causes damage. Nothing in this section limits your rights under the Australian Consumer Law.

25. Restaurant and Experience Bookings

Where we make restaurant, dining or experience reservations on your behalf, you are responsible for any cancellation, no-show, late-arrival or reduced-party charges the venue applies, including charges the venue makes to us. Many venues, particularly in Japan, apply strict policies, with charges of up to 100% of the menu or experience price for late cancellations, changes to party size or no-shows. Where the venue's policy is available to us, we will tell you what it is when we confirm the reservation. Please let us know as early as possible if you need to change or cancel a reservation, as cancellation windows can be short.

We make restaurant reservations only where your service level includes them. A reservation is a firm commitment, and failing to attend is regarded as a serious breach of etiquette, particularly in Japan. Beyond the charges above, a no-show or late cancellation can lead a venue or booking platform to refuse future bookings from us. A serious or repeated failure to honour reservations may lead us to end our engagement under section 26.

Some venues do not accept bookings made by third parties, or require photo identification on arrival that matches the name on the reservation. We use every professional channel available to us, but we cannot guarantee availability at any venue. Where a venue's policy creates a real risk that you would be turned away, we may recommend that you book directly. Any reservation you make yourself is an independent booking under section 2.

To cover these charges, we may ask you for a refundable deposit before your trip. We will hold the deposit until the end of your trip, deduct any cancellation, no-show or other charges incurred under this section, and refund the balance to you within 14 days of your return, less the fees described in section 16. We will give you an itemised statement of any deductions. If charges exceed the deposit, you agree to pay the difference on the same terms as section 24. The deposit is held in accordance with section 30 and is not held on trust for you.

26. Ending Our Engagement

Our services depend on a working relationship built on mutual respect, clear communication and trust. You may end our engagement at any time by telling us in writing.

We may end our engagement by telling you in writing if, acting reasonably, we consider that:

(a) you, or anyone travelling on your booking, have behaved in a way that is abusive, threatening, harassing or otherwise unreasonable towards our team or our travel service providers;

(b) you have not followed our reasonable directions, processes or procedures, including those in these Booking Terms and Conditions and our service information (see section 6), such as giving instructions in writing, providing feedback or information when asked, or approving your itinerary before bookings are made;

(d) you have independently booked a property or other arrangement we recommended, without our prior written agreement (see section 2);

(e) you have repeatedly asked for changes or revisions beyond the scope of your service level and have not agreed to pay for the additional work;

(f) you have given us false or misleading information, or have disputed or charged back an amount properly payable to us;

(g) a no-show, late cancellation or other conduct by you or anyone on your booking has damaged, or is likely to damage, our relationship with a travel service provider; or

(h) the working relationship has broken down to the point where we can no longer provide our services to the standard we expect.

Before ending our engagement under paragraph (b), (c) or (e), we will usually raise the issue with you and give you a reasonable opportunity to resolve it, unless the matter is serious or has happened before.

If our engagement ends for any reason:

(i) our planning fee and any other fees paid for our services are non-refundable and will be forfeited;

(ii) we will stop all work on your trip, including any in-travel support;

(iii) for arrangements we have already booked, we will ask the travel service providers to transfer them to you to manage directly. Where a provider will not allow this, we will keep or cancel the arrangement as you instruct us in writing within 7 days, but will provide no further services in relation to it. Provider cancellation and change fees apply, and any refunds will be made only as providers' cancellation policies allow, less the fees described in section 16;

(iv) you remain liable for any amounts owing to us, including provider charges and costs we have already incurred on your behalf; and

(v) any restaurant deposit we hold will be dealt with under section 25.

Nothing in this section limits your rights under the Australian Consumer Law.

27. Frequent Flyer or Other Loyalty Programs

Please let us know your frequent flyer or other loyalty program details for inclusion in your booking. We cannot guarantee that the relevant program will credit points or provide any other benefit, including status credits or lounge access, and it is your responsibility to check your booking's eligibility.

28. Schedule Changes

We recommend confirming your scheduled departure time directly with the relevant travel service provider 24 hours before departure.

29. Privacy Laws

We are committed to protecting your personal information and handle it in accordance with applicable privacy, data protection, data breach notification and anti-spam laws (“Privacy Laws”). Our Privacy Policy, available at https://www.thetravelconciergegroup.com/privacy, explains how we collect, use and disclose your personal information. By providing personal information to us, you consent to us collecting, using and disclosing it as set out in these Booking Terms and Conditions, our Privacy Policy and in accordance with all Privacy Laws. You agree that, in certain circumstances, such as booking international travel, we are permitted to disclose your personal information to overseas recipients, including the travel service providers with whom you make a booking, who will generally receive it in the country in which they provide their services or in which their business is based.

We may also disclose your personal information to service providers, including technology platforms, who perform services for us within and outside Australia, including Envoyage and FCTG, in connection with facilitating your booking and enabling them to perform administrative and technical services on our behalf. Where we disclose your personal information to Envoyage or FCTG, it will be handled in accordance with FCTG's privacy policy, available at https://www.flightcentre.com.au/privacy.

Where we disclose your personal information to a travel service provider or other recipient providing services directly to you, we are not required to ensure their compliance with Privacy Laws, and your rights in relation to their handling of your information are governed by your contract with them, including their privacy policy. “Disclose” includes to transfer, share, send, or otherwise make available or accessible to another person or entity.

30. Monies Not Held on Trust

Except for monies paid for flights with an IATA airline (see below), you acknowledge that monies paid by you to us are not held on trust for you, and we may hold such monies in any account as we see fit, including together with our own or other customers' funds. All monies paid by you will be a debt due and payable to the relevant travel service provider in accordance with our payment terms with that provider (net of any remuneration to which we are entitled). Payment is generally made to the provider before the related services are provided, though in some cases payment is made afterwards. Monies paid for flights with an IATA airline are held in accordance with the trust arrangements required under Envoyage's IATA accreditation and our payment terms with the relevant airline. Where we hold your monies, we can only provide a refund once authorised by the relevant provider, subject to their change or cancellation policy.

31. Modifications of these Booking Terms and Conditions

We reserve the right to modify these Booking Terms and Conditions, including the Travel Credit terms, at any time without prior notice. Amended terms will be posted on The Travel Concierge Group's website at https://www.thetravelconciergegroup.com/terms-conditions, which each of our brand websites links to, and are effective on posting. The terms in effect at the time you make a booking, including a booking using a travel credit, are those that apply.

32. Complaints and Disputes

If you are unhappy with our services or have a concern about a payment, please contact us in writing first, using the email address for the brand you booked with, and set out the issue. We will acknowledge your complaint within 5 business days and aim to respond in full within 20 business days. Many issues, including refunds that depend on a travel service provider, can be resolved faster this way than through your card issuer.

If you dispute or charge back a payment with your card issuer, you remain liable for any amount properly payable to us under these Booking Terms and Conditions, including where services were provided as booked or a provider's cancellation terms apply. We may give your card issuer relevant records, including your written approvals, tax invoices and these Booking Terms and Conditions.

Recovering dispute costs: Where a chargeback is resolved in our favour, or an amount reversed was properly payable, you must repay that amount, together with any reasonable costs we incur in responding to the dispute, including dispute or chargeback fees charged by our payment service providers. We will give you details of these costs before requesting payment.

Nothing in this section limits your rights under the Australian Consumer Law or your right to dispute a transaction with your card issuer. If we cannot resolve your complaint, you may contact your local consumer protection agency, such as NSW Fair Trading.

33. Governing Law

Any dispute arising between you and us will be governed by the laws of New South Wales, Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of New South Wales and the courts of appeal from them, and waive any right to object to an action being brought in those courts.

34. Acknowledgement

If you are making the booking, you acknowledge that you are 18 years of age or older and that you understand and agree with the above Booking Terms and Conditions.

These terms were last updated on 16 October 2026.