Booking Terms & Conditions

These terms and conditions apply to bookings you make with St Ives Travel (SIT). By booking with us, you acknowledge and agree with the following:

We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking and that person will bind all such travellers to these terms and conditions.

 

Passports & Visas: All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid Australian passport. If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part).

Our consultants can also obtain more specific information from an external visa advisory service provider on your behalf (if you wish, we can assist you to obtain visas through this external service and fees may apply). We do not warrant the accuracy of information provided by any external service and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part).

 

Travel Insurance: We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Your insurance protection should include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability insurance. Evidence of such insurances should be produced to your travel consultant on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel consultant can provide information to you about travel insurance. For details of the services they provide, including a quote, please refer to their Financial Services Guide/Product Disclosure Statement.

 

We are an authorised representative of several insurance companies and receive financial and non-financial benefits when you buy travel insurance products through us. We are authorised to provide you with general advice about, and arrange, travel insurance products on behalf of the insurer. You must however read the Combined Financial Services Guide & Product Disclosure Statement before you decide to buy the travel insurance product you are considering purchasing to ensure it meets your needs and financial situation.

 

Travel Advice: We recommend that you contact the Department of Foreign Affairs and Trade or visit their website at www.smartraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.

 

Health: You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT (see smarttraveller.gov.au).

 

Prices: All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once paid for in full by you. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact your consultant for up-to-date prices.

 

Our Change and Cancellation Fees: Subject to your refund and remedy rights under the Australian Consumer Law, the following change and cancellation fees apply to all bookings:

  • Changes to Domestic/Trans-Tasman bookings will incur a fee of $25 per passenger per booking in addition to supplier fees.
  • Cancellations to Domestic/Trans-Tasman bookings will incur a fee of $50 per passenger per booking in addition to supplier fees.
  • Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of $75 per passenger per booking in addition to supplier fees.
  • Cancellations to International bookings (excluding Trans-Tasman bookings) will incur a fee of $300 per passenger per booking in addition to supplier fees.

Supplier Change and Cancellation Fees: Cancelled bookings may also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier.

 

Gift cards or vouchers: Gift cards or vouchers issued by SIT provide to its holder the equivalent to an amount of money that can be exchanged for products and services provided and sold by SIT. Unless otherwise indicated, gift cards or vouchers issued by SIT are valid for a period of 36 months after purchase. Gift cards or vouchers cannot be refunded or exchanged for cash.

 

Deposit and Final Payment: You will be required to pay a deposit or deposits when booking. Your consultant will advise you of how much that will be. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law). Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Some airfares or services must be paid in full at the time of booking.

 

Credit card fees: Payments by Visa, MasterCard and American Express cards attract surcharges of 1.55%. International cards, if accepted by our merchant facility, will attract a surcharge of 2.5%. Bank/Eftpos cards attract no surcharge.  You authorise us to charge all fees incurred by you in relation to the services provided to the credit card or debit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.

 

Other modes of payment: Payments by bank transfer, cash or cheque can take up to 5 business days to process. If you are paying by this method you will need to make the payment at least 3 business days prior to the travel due date. Paypal payments are now accepted but are subject to a surcharge of 2.6%. You must notify your consultant of your payment once it has been made.

 

Taxes: Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports.

 

Agency: We act as an agent for, and sell various travel related products as agent on behalf of, numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as all of our wholesalers. Any services we provide to you are collateral to that agency relationship. Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by these service providers We can provide you with copies of the relevant service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us.

 

Liability: To the extent permitted by law, St Ives Travel or affiliated subsidiaries do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. 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 terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).

 

When making a booking with us, you are responsible for letting us know of any dietary requirements you may have. Similarly, it is your responsibility to give us your frequent flyer details before the booking is made. We do not accept any liability for the any injury, damage, loss resulting from this information not being communicated to the relevant travel providers.

 

Travel Documents: Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. If you have booked with a consultant, it is your responsibility to collect all travel documents from us prior to travel. As a general rule your travel documents will be available for collection 2 weeks prior to departure, however this will depend on your individual arrangements. Please contact your consultant to confirm when your travel documents are ready for collection. If you have booked online, you should print out and retain your travel documents as provided to you by the website (or in a follow up email we send you).

 

Schedule Changes: We recommend that you contact the airline to confirm your scheduled departure time 24 hours prior to your flight.

 

Governing Law: If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia, and waive any right that you may have to object to an action being brought in those courts.

Natalie Amanda
Natalie Amanda
22:16 09 May 20
Highly recommended St Ives Travel. Competitive with price and above and beyond service. Will definitely use this local agency again.read more
LAURA GREGOR
LAURA GREGOR
00:46 08 May 20
I have used St Ives Travel for organising and booking many of my holidays over the past few years, and recently specifically with Emily. Due to the unfortunate circumstances surrounding Covid-19 and not being able to travel, we had to cancel two large overseas bookings we had made. This was very disappointing for us, however Emily made this process so smooth and trouble free for us, dealing with the cancellations/postponing of flights and hotels, so we didn't have to worry. I could not recommend her and the team at St Ives Travel enough!! We are truly grateful for the time and effort they put into making our experience easy!read more
rowena coleman
rowena coleman
10:14 26 Jan 20
Always have had fantastic holidays booked by Emily . Would not hesitate to recommend . The service and advice is very professional and attention to detail is outstanding . We love travelling and Emily provides a stream lined worry free experience . Well done !read more
Elizabeth Williams
Elizabeth Williams
08:58 05 Jan 20
When I went to China in 2019, I was given assistance by Adelina which was most helpful.I went to New Zealand in December and again was given all the help I needed cheerfully and courteously !! I recommend St Ives Travel and will definitely use them again.read more
Brian   Selby
Brian Selby
00:11 15 Dec 19
WE have used St Ives Travel, especially Genevieve Westgarth for well over 10 years. She has arranged many amazing holidays for us , both overseas and in Australia. We let her arrange our flights and holidays and have never had any problems. She is a lovely person to deal with and always comes back with quick replies if she does not know the answer. I would not hesitate to recommend St Ives Travel, especially Genevieve.read more
Alvaro Rivanera
Alvaro Rivanera
04:48 29 Nov 19
I'm a single parent, and had to organise travel for myself and my children travelling overseas to the US. Given I don't travel often, I chose the aid of a travel agent to assist with tickets, connections, etc.At St Ives Travel, I was treated with the utmost courtesy, given advice for things I had not even considered, and the service did not end there.Throughout the holiday, I had someone to contact in case of anything, and they assisted in making the flights over and back the most comfortable possible.The best experience I could have hoped for, and looking forward to the next trip!read more
Ian Beasley
Ian Beasley
21:14 18 Nov 19
We have planned trips with St Ives travel for more than 7 years. In that time we have had no issues. All our arrangements have progressed perfectly.Because of their expertise and meticulous attention to detail we would have no hesitation in giving them the highest recommendation. Ian and Barbara Beasleyread more
Sue Doherty
Sue Doherty
03:57 17 Nov 19
I assumed that going to a travel agent would be the best way to book a holiday but when booking a trip to the UK through Vietnam for my husband and myself the agent advise was wrong, we were told we didn’t need a visa during transit we did, we were told we needed a visa for our 2 day stop over, we were told this would have been provided by the Vietnam Airline also we didn’t have the room to use during our long stop over and the late check out on our way back. Not very impressive.read more
Fred Barton
Fred Barton
01:52 07 Nov 19
We are very happy with the service we have received in booking our upcoming holiday. The recommendations have been exactly what we want.read more
John Boughton
John Boughton
05:31 06 Nov 19
We have had nothing but complete satisfaction with St ives Travel over many years especially in our dealings with Adelina who provides excellent service. She has taken time to understand our travel preferences and many times offers up travel proposals that meet our expectations. Adelina is always a pleasure to deal with and at the same time is very thorough and highly reliable. We couldn't arrange our travel without her.John and Jenny Boughtonread more
LARRY BLAND
LARRY BLAND
04:26 05 Nov 19
St.Ives Travel have never let me down. I'm totally confident if I book a trip or flight it will be as ordered. I get back-up if things change and I trust my Personal consultant, Adelina Arancibia, in her professionalism, attention to details & commitment to my needs. Adelina crosses the "T"s & dots the "i"s in my travel plans.........if there is a better or cheaper alternative I am advised. Cruises are their specialty and I have enjoyed many. I have cruised 140 days, over 80 flights & visited 65 Countries, 650 Cities on 6 continents. I have seen Antarctica on a Holland America cruise which is the 7th continent. I have had upgrades & extra on-board incentives. I trust St. Ives Travel & in over 10 years and 20 tours I can recommend their personalised service and dedication to their customer's peace of mind and pleasurable travel experiences. I can't thank them enough!read more
Pat Plenge
Pat Plenge
09:20 18 Oct 19
I’m a Uni student in St ives and I booked my Europe tour with st ives travel. They knew everything about all the destinations and every little detail that may have caught me out if I didn’t see a travel agent. Would recommend booking here if your looking for well travelled and experienced consultants. Very happyread more
David Dubos
David Dubos
03:13 05 Oct 19
A travel agency normally lives and breathes flight bookings doesn't it and can do a quote in few seconds or minutes can't it?. I made a phone call Tuesday for a flights quote. Half a response with no options finally on Thursday. No further response by Saturday either to the other two flights requested or to a simple direct question regarding use of points.Pathetic. All I can think is maybe they don't make enough money off it so the service is rock bottom? Do you own - don't bother with this pathetic outfit!read more
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