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Terms and conditions

From 01 July 2020

TERMS & CONDITIONS:

Sylvania Travel & Cruise acts as a travel agent only. We sell various travel related products on behalf of Third Party Travel Providers for a number of transports, accommodation and other wholesale service providers, such as airlines, coach, rail and cruise line operators. Sylvania Travel & Cruise's obligation is to make travel bookings on your behalf and to arrange relevant contracts between you and the Third Party Travel Providers. We have no responsibility for these services nor do we make or give any warranty or representation regarding their standard. All bookings are made subject to the terms and conditions and limitations of liability imposed by these Third Party Travel Providers.  By acquiring Booking and Advisory Services from us, you agree that you have read and understood both these terms and conditions, and the terms and conditions of the Third Party Travel Provider relating to the Travel Product. Your legal recourse is against the Third Party Travel Provider and not Sylvania Travel & Cruise. If for any reason, any Third Party Travel Provider is unable to provide the services for which you have contracted your remedy lies against the Provider and not with Sylvania Travel & Cruise and our Professional Fees are non-refundable.

Please ensure you and your travelling companions are aware of booking conditions, which apply to your travel arrangements. It is important that you understand the booking conditions, which cover cancellation or amendments to your plans, either prior to departure or during your trip. Detailed information is contained in the brochures or online at applicable websites. Please contact us for clarification of any aspect of your booking conditions. If you are making bookings on behalf of a couple or a group we will be happy to provide you with more than one copy of this confirmation if requested.

LIABILITY:

We do not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of Third Party Travel Providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangements. We do not accept any liability in contract, tort or otherwise for the injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond our control which is not preventable by reasonable diligence on our part.

DISCLOSURE OF REMUNERATION:

Sylvania Travel & Cruise may receive fees, gifts, commission or financial incentives from Third Party Travel Providers under this contract.

PRICES:

All prices quoted are correct at the time of issue. Deposits are held against reservations and are not a price guarantee. By paying the deposit you agree to the terms and conditions as specified within and that it will be used to fulfil the administrative and organisational aspects of your trip or event and is therefore non-refundable. Prices may fluctuate depending on exchange rates. Further taxes or surcharges may be imposed even after final payment has been made. In the instance that price changes do occur for any reason, the customer is required to pay the cost applicable at the time of travel.

METHODS OF PAYMENT:

1/Cash

2/Cheque

3/Direct Deposit

Commonwealth Bank Sylvania

BSB Number 062 458 Account Number 1002 3736

Reference: your surname and departure date Jones22June21

4/Credit Card-Only accepted when directly by the Third Party Travel Provider

5/American Express Membership Rewards-Pay for your travel using your Membership Rewards points-ask us for full terms and conditions

AMENDMENT FEES:

Sylvania Travel & Cruise charges amendment fees being a minimum of $110.00 per Third Party Travel Provider and or segment change or cancellation and a minimum of $110.00 per person per change or cancellation for airline tickets in addition to any fees charged by Third Party Travel Providers.

CANCELLATION AND REFUNDS:

Please be advised that deposits are non-refundable and cancelled bookings will incur charges. Professional and recovery fees will be a minimum of 15% of the total value of your booking with a minimum fee of $300.00 per person, and this is in addition to cancellation charges imposed by Third Party Travel Providers which can be up to 100% (especially after travel has commenced).

If the booking is cancelled or suspended for any reason Sylvania Travel & Cruise charge a recovery fee of $100.00 for each segment booked or per one airline ticket with multiple flights. This is in addition to the initial professional fee that was earned when organising your original holiday, which you may have paid us up to 18 months ago. Refunds for cancelled bookings will be paid to you once the Third Party Travel Provider refunds the funds to Sylvania Travel & Cruise. We are not responsible for the length of this process by the Third Party Travel Provider which can take up to 16 weeks from the date of cancellation.

TRAVEL INSURANCE:

Your holiday safety and enjoyment is important to us and we support the Australian Government's recommendation that all people travelling take out travel insurance. If you have any pre-existing medical conditions (as defined in the PDS) then cover for this may need approval by the insurer. If you need cover for a pre-existing medical condition that requires approval by the insurer we can assist with your online medical screening. Before deciding to purchase any of the travel insurance policies we offer you should read the Product Disclosure Statement (PDS) and policy wording. If you have taken out another Travel Insurance Policy or you believe you have adequate cover from a credit card policy we will require details of the insurance cover that you hold. If you decline the offer to purchase travel insurance you will be requested to sign an Indemnity Form before travel documents will be released. Please note -If you have not purchased your travel insurance through Sylvania Travel & Cruise and need to claim on your policy, a service fee of $200 is payable to us. We will then forward relevant documentation to you or your insurance company to assist with the claim.

ABOUT SYLVANIA TRAVEL & CRUISE:

The Travel Advisors at Sylvania Travel & Cruise recommend product for holidays that we have personally experienced, researched extensively or received positive feedback from a happy customer. The service that we provide is the consultation with you and The Third Party Travel Provider of the holiday itinera°ry. Our professionalism and reputation gives us the ability to attract enthusiastic and passionate advisors with many years of travel experience. We go above and beyond to ensure your holiday is one that will be always remembered. We use our expertise and connections to curate the products and services necessary to deliver an experience you may not have been able to create yourself. Sylvania Travel & Cruise provides a booking and advisory service. Each of our travel advisors is an advisor and the business receives remuneration by a combination of "Fees for Service" and commission from the suppliers. Minimum remuneration is 12 to 20% depending on time and work involved with the preparation of the itinerary. This then provides revenue to run a sustainable business.

PASSPORTS:

Please refer to: www.dftat.gov.au<http://dfat.gov.au/> for Australian passports to receive the latest and complete information, for other citizens please contact your relevant embassy or consulate.  Passports are required for all international travel. Most passports must have a minimum of 6 months validity from the date of scheduled return to Australia and entry into some countries including the USA must be a "Machine readable passport". You are required to comply with all laws and regulations relating to travel, and contact the Australian Department of Foreign Affairs & Trade for a renewal passport (www.dfat.gov.au). Travel documents and airline tickets must exactly match the name and spelling as appears in the passport. Additionally, for security reasons some airlines may require all details as they appear in the passport prior to ticketing. Please ensure that you advise your consultant of the correct details at the time of booking. We will need to sight your

Passport before any documents can be released and we not be liable for any incorrect information given to us nor for any reissue fees imposed by Third Party Travel Providers should re issue of documentation be required.  If travelling on any passport other than Australian you must inform us immediately as it may be necessary to obtain a re-entry visa into Australia or visa for other counties, and if you have a previous criminal record, you could be denied entry into your country of destination. Whilst we offer full assistance it is the responsibility of each traveller to ensure that they have full and correct documentation to undertake their journey, and we do not accept any liability whatsoever.

VISA REQUIREMENTS:

Visa requirements vary for each destination country, and it is the obligation of the traveller to ensure that all visa requirements are satisfied. The issuance of visa is not the responsibility of us and we cannot be held responsible should you be unable to obtain the correct visa to undertake your journey.

DEPARTMENT OF FOREIGN AFFAIRS & TRADE WARNINGS:

For reasons of political unrest, acts of war or terrorism or natural disasters in certain parts of the world the Australian Government in conjunction with various other worldwide bodies may decide to issue a Government Advisory warning to Australian passport holders not to travel to that country. In these instances whilst travel to some countries is not advisable and some clauses of the travel insurance coverage may not be effective we appreciate that some clients may still need to travel to those areas. Whilst we are prepared to make these bookings on our client's behalf we do so without responsibility or liability. Should you wish to check with the Department of Foreign Affairs their website is www.dfat.gov.au/ or https://www.smartraveller.gov.au/.

TRAVELLERS HEALTH ADVICE:

Some areas of the world have special vaccination and health requirements. We recommend that you contact your nearest Travellers Medical Centre who are specialists in this field. Your local doctor may not have access to the most recent World Health Organisation notices. If youare unable to undertake travel because you do not meet the health requirements we will not be liable for any extra costs that may be incurred.

TAXES AND LEVIES IMPOSED:

Applicable departure, airport and security taxes are collected with your final payment, however certain taxes are payable at the airport. There may be some variations in final costs depending on exchange rate fluctuation and the number of taxes imposed at time of ticketing. Any additional costs of taxes that occur such as departure taxes payable at airports in cash will be the responsibility of the traveller. Please ask your consultant for details.

GUARANTEED DEPARTURES FOR TOURS:

See the Third Party Travel Provider's brochure or website for guaranteed dates for your tour. Where your date is guaranteed, this guarantee does not apply in any situation where the safety of clients is at potential risk (any act of terrorism or war, political unrest or global health warning etc), or when the operation of a vacation is not possible for reasons beyond the control of the Third Party Travel Provider (such as industrial actions/strikes and operational restrictions) or late cancellation of group parties. Please be aware that any travel arrangements associated with your holiday may be non-refundable/changeable and may incur penalties and service fees to change.

SPECIAL REQUESTS:

If you have any special requests i.e dietary, airport assistance or hotel room type every attempt will be made by us to accommodate your request, but as we are not the Third Party Travel Provider we are not in a position to be able to guarantee the request.

FREQUENT FLYER PROGRAMS:

Most airlines are affiliated with a frequent flyer program. Please advise your membership number/s when you make your reservation or enquire about joining a suitable program. We recommend that you retain all your travel documents including boarding passes until you have been awarded all your due points as it may not be possible to obtain copies of these at a later date and you may need them to confirm your travel and claim any outstanding points. Please note frequent flyer points are not always available on certain fares with some airlines.

DIRECT MAIL:

You may receive specials directly from Third Party Travel Providers. Please note that we are able to make these bookings for you. If you see a special that you are interested in please contact us for personalised service, we can package the booking as a complete holiday and add further suggestions to make your holiday complete.

PRIVACY:

Sylvania Travel & Cruise collects information about you (including health information where necessary) and may disclose your personal information to Third Party Travel Providers which provide services to Sylvania Travel & Cruise to enable us to provide products and services to you, process your travel arrangements and facilitate your participation in loyalty programs. If the information is not provided, we may not be able to fulfil the service requested. As a Sylvania Travel & Cruise customer, you may, at any time, request further information about the way we manage your personal information. You may also request removal from our contact lists or correct your personal information by contacting us in writing or by email. Unless specified we cannot disclose details of your travel to an external party.

JURISDICTION AND LAW:

Use of the Booking and Advisory Services, all terms are governed by the laws applicable in the State in which we carry on business. By acquiring the Booking and Travel Advisory Services, you consent and submit to the exclusive jurisdiction of the Courts of the State where we carry on business in all matters arising out of or in connection with your use of the Booking and Advisory Services.

DEFINITIONS:

"We" and "us" means Luxury Travel Pty Ltd, 91078308102, trading as Sylvania Travel & Cruise.

"You" means any person who acquires the Booking and Advisory Services and includes any person who acquires a Travel Product (whether or not the Booking and Advisory Services were acquired by another person).

"Booking & Advisory Services" means services provided by us to you in assisting you to acquire a travel product from a Third Party Travel Provider and includes advisory and consulting services, and providing a facility to enter into transactions with us and Third Party Travel Providers.

"Third Party Travel Provider" means the company or person who provides you with the Travel product on terms and conditions agreed with you.

"Travel Product" means the service or product provided by a Third party Travel Provider, for example an airline or a hotel.


Conditions until 30 June 2020

PRICES:

All prices quoted are correct at the time of issue. Deposits are held against reservations and are not a price guarantee. Prices may fluctuate depending on exchange rates. Further taxes or surcharges may be imposed even after final payment has been made. In the instance that price changes do occur for any reason, the customer is required to pay the cost applicable at the time of travel.

AMENDMENT FEES:

Sylvania Travel & Cruise charges amendment fees of a minimum of $110.00 per wholesaler per change and a minimum of $110.00 per person per change for airline tickets in addition to any fees charged by the service providers.

CANCELLATION AND REFUNDS:

Please be advised that and deposits are non-refundable and cancelled bookings will incur charges. These will normally be at least 10% of the total cost with a minimum of $300.00 per person, and is in addition to cancellation charges that may be imposed by airlines/tour operators which sometimes can be up to 100% (especially after travel has commenced). Refunds on certain arrangements can take up to 12 weeks to process by the relevant provider.

TAXES AND LEVIES IMPOSED:

Applicable departure, airport and security taxes are collected with your final payment, however certain taxes are payable at the airport. There may be some variations in final costs depending on exchange rate fluctuation and the number of taxes imposed at time of ticketing. Any additional costs or taxes that occur such as departure taxes payable at airports in cash will be the responsibility of the traveler. Please ask your consultant for details.

TERMS & CONDITIONS:

Sylvania Travel & Cruise acts as a travel agent only. We sell various travel related products on behalf of numerous transports, accommodation and other wholesale service providers, such as airlines, coach, rail and cruise line operators. Sylvania Travel & Cruise’s obligation is to make travel bookings on your behalf and to arrange relevant contracts between you and the travel service providers. We have no responsibility for these services nor do we make or give any warranty or representation regarding their standard. All bookings are made subject to the terms and conditions and limitations of liability imposed by these service providers. Your legal recourse is against the specific provider and not Sylvania Travel & Cruise. If for any reason, any travel service provider is unable to provide the services for which you have contracted your remedy lies against the provider and not with Sylvania Travel & Cruise.

Please ensure you and your travelling companions are aware of the booking conditions, which apply to your travel arrangements. It is important that you understand the booking conditions, which cover cancellation or amendments to your plans, either prior to departure or during your trip.  Detailed information is contained in the brochures.  Please contact us for clarification of any aspect of your booking conditions. If you are making bookings on behalf of a couple or a group we will be happy to provide you with more than one copy of this confirmation if requested.

GUARANTEED DEPARTURES FOR TOURS:

See the tour brochure for guaranteed dates for your tour. Where your date is guaranteed, this guarantee does not apply in any situation where the safety of clients is at potential risk (any act of terrorism or war, political unrest or global health warnings etc), or when the operation of a vacation is not possible for reasons beyond the control of the Tour Company (such as industrial action/strikes and operational restrictions) or late cancellation of group parties.

Please be aware that any travel arrangements associated with your holiday may be non refundable/changeable and may incur penalties and service fees to change.

LIABILITY:

We do not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the

value of the purchased travel arrangements. We do not accept any liability in contract, tort or otherwise for the injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond our control which is not preventable by reasonable diligence on our part.

SPECIAL REQUESTS:

If you have any special requests i.e. non-smoking seats, special dietary requests, airport assistance or hotel room type every attempt will be made by us to accommodate your request, but as we are not the ultimate service provider we are not in a position to be able to guarantee the request.

FOREIGN EXCHANGE:

Sylvania Travel & Cruise can take care of all your foreign exchange requirements. We can have your foreign currency and traveller’s cheques ready to collect with your travel documents. A nominal service fee will apply.

INTERNATIONAL DRIVING PERMITS:

If you intend driving overseas an international Driving Permit (IDP) is a useful travel document and is required for renting a motor vehicle in many countries. Also most car rental companies require a credit card imprint before allowing the vehicle to be hired.

DEPARTMENT OF FOREIGN AFFAIRS & TRADE WARNINGS:

For reasons of political unrest, acts of war or terrorism or natural disasters in certain parts of the world the Australian Government in conjunction with various other worldwide bodies may decide to issue a Government Advisory warning to Australian passport holders not to travel to that country. In these instances whilst travel to some countries is not advisable and some clauses of the travel insurance coverage may not be effective we appreciate that some clients may still need to travel to those areas. Whilst we are prepared to make these bookings on our client’s behalf we do so without responsibility or liability.

Should you wish to check with the Department of Foreign Affairs their website address is www.dfat.gov.au/.There is also another service provided to Australian travellers where you are able to register your personal details i.e. passport numbers, contact details in Australia and the countries you will be visiting. These details are automatically passed on to the relevant Embassies of the countries you will be visiting. Simply register via the website: www.orao.dfat.gov.au <http://www.orao.dfat.gov.au> to utilise this service, and for consulate warning: www.smartraveller.gov.au <http://www.smartraveller.gov.au>  .

Travel secure is a new website set up by the Australian Government which has information on security measures at Australian airports: <http://travelsecure.infrastructure.gov.au>

METHODS OF PAYMENT:

- Cash or Direct deposit is the most convenient form of payment, as requires no clearance period.

- Direct deposit into our account:

- Luxury Travel Pty Ltd trading as Sylvania Travel & Cruise

- Commonwealth Bank Sylvania

- BSB 062 458

- Account number 1002 3736

- Reference - surname and departure date e.g. Smith 01Jan15

- Personal, company or bank cheques are accepted although takes 5 working days to clear. Please make payable to Sylvania Travel & Cruise.

- Credit card payments are accepted only when the airline or wholesaler processes the card directly.

A processing fee of between 1-3% for all credit cards will be charged.

- American Express Reward Points may be redeemed at our office for payment of your holiday.

If for any reason any travel service provider is unable to provide the services for which you have contracted, your remedy lies against that provider, and not against Sylvania Travel & Cruise. In the event that payment has been made to Sylvania Travel & Cruise by credit card, and Sylvania Travel &

Cruise has passed on the payment to the travel service provider you agree that you will not seek to charge back your payment to Sylvania Travel & Cruise.

TRAVEL INSURANCE:

Your holiday safety and enjoyment is important to us and we support the Australian Government’s recommendation that all people travelling take out travel insurance.

If you have any pre-existing medical conditions (as defined in the brochure) then cover for this may need approval by the Insurer. If you need cover for a pre-existing medical condition that requires approval by the insurer, we are able to provide you with the Medical Assessment Form for completion and return to us.

Before deciding to purchase any of the travel insurance policies we offer you should read the Product Disclosure Statement (PDS) and policy wording.

If you have taken out another Travel Insurance Policy or believe you have adequate cover from a credit card policy we will require details of the insurance cover that you hold. If you decline the offer to purchase travel insurance you will be requested to sign an Indemnity Form before travel documents will be released.

Please note- If you have not purchased your travel insurance through our company and need to claim on your policy, a service fee of $200.00 is payable to Sylvania Travel & Cruise. Our office will then forward relevant documentation to you or your insurance company to assist with the claim.

PASSPORTS:

Please refer to: www.dfat.gov.au <http://www.dfat.gov.au/> for Australian passports to get the latest & complete information, for other citizens please contact your relevant embassy or consulate.

Some common points to be aware of: Passports are required for all international travel.
Most passports must have a minimum of 6 months validity from the date of scheduled return to Australia and entry into some countries including the USA must be a “machine readable passport”. Any Australian passport issued outside of Australia may not be a “machine readable passport”. You are required to comply withall laws and regulations relating to travel, and can contact the Australian Department of Foreign Affairs & Trade for a renewal passport (www.dfat.gov.au).

Travel documents and airline tickets must exactly match the name and spelling as appears in the passport. Additionally, for security reasons some airlines may require all details as they appear in the passport prior to ticketing. Please ensure that you advise your consultant of the correct details at the time of booking. We will need to sight your passport before any documents can be released and we will not be liable for any incorrect information given to us nor for any re-issue fees imposed by the airline or tour wholesaler should re-issue of documentation be required.

If travelling on any passport other than Australian you must inform us immediately as it may be necessary to obtain a re-entry visa into Australia or visae for other countries, and if you have a previous criminal record, you could be denied entry into your country of destination.

Whilst we offer full assistance it is the responsibility of each traveller to ensure that they have full and correct documentation to undertake their journey, and we do not accept any liability whatsoever.

VISA REQUIREMENTS:

Visa requirements vary for each destination country, and it is the obligation of the Traveler to ensure that all visa requirements are satisfied. The issuance of visa is not the responsibility of your travel agent and we cannot be held responsible should you be unable to obtain the correct visa to undertake your journey.

Passport holders require a visa to enter some countries. Some countries allow for a “visa free” stay for tourism purposes. If you are travelling on business this does not always apply. Also, if you or members of your travelling party have a recorded criminal offence entry may be denied. Please speak with the relevant consulate of the country you are visiting, prior to departure for further information.

Sylvania Travel & Cruise is able to process your visa application. The fee is $80 per person, which includes courier service from our office to the consulate and return, checking forms and obtaining the visa stamp. The actual consulate visa fee for the particular country is additional to the above.

Alternatively you can process your visa on line yourself through www.visalink.com.au <http://www.visalink.com.au>, the fee is approximately $64 per person, plus the actual consulate visa

fee for the particular country; or contact the consulate yourself and organise direct. Please advise your consultant of your preference.

Deportation for non-issuance or incorrect visa is at the traveler’s expense. Although many countries have visa free entry for tourists for specified lengths of stay, entry to that country is still a port of entry decision.

If you plan to undertake independent travel whilst in Europe or elsewhere our consultants are more than happy to check the itinerary and the various countries you may visit and advise what visa are required.

International travellers who are seeking to travel to the United States mainland, Hawaii and Alaska under the Visa Waiver Program are now subject to enhanced security requirements. All eligible travellers who wish to travel under the Visa Waiver Program must apply for authorisation using the following process: Log on to the internet to apply. If you do not have internet access please advise your consultant.  You will be refused entry to USA mainland/Alaska and Hawaii if you do not complete the below:

https://esta.cbp.dhs.gov/esta

International travellers who are seeking to travel to Argentina are required to pay a Reciprocity Fee prior to entry into the country, Please go to https://virtual.provinciapagos.com.ar/ArgentineTaxes/  for further information.

FREQUENT FLYER PROGRAMS:

aMost airlines are affiliated with a frequent flyer program. Please advise your membership number/s when you make your reservation or enquire about joining a suitable program. We recommend that you retain all your travel documents including boarding passes until you have been awarded all your due points as it may not be possible to obtain copies of these at a later date and you may need them to confirm your travel and claim any outstanding points. Please note frequent flyer points are not always available on special fares with some airlines.

TRAVELLERS HEALTH ADVICE:

Some areas of the world have special vaccination and health requirements. We recommend that you contact your nearest Travelers Medical Centre who are specialists in this field. Your local doctor may not have access to the most recent World Health Organization notices. If you are unable to undertake travel because you do not meet the health requirements we will not be liable for any extra costs that may be incurred.

DIRECT MAIL:

From time to time you may receive specials directly from Cruise, Coach or Airline companies. Please be aware that we are able to make all these bookings for you. If you do see a special that you are interested in please either forward to us via email or contact us by phone for personalized service, we are then able to package the booking as a complete holiday and add further suggestions to make your trip compete

PRIVACY:

Sylvania Travel & Cruise collects information about you (including health information where necessary) and may disclose your personal information to organizations which provide services to Sylvania Travel & Cruise to enable us to provide products and services to you, process your travel arrangements and facilitate your participation in loyalty programs.  If the information is not provided, we may not be able to fulfill the service requested.  As a Sylvania Travel & Cruise customer, you may, at any time, request further information about the way we manage your personal information.  You may also request removal from our contact lists or correct your personal information by contacting us in writing or by e-mail.