Booking Terms and Conditions

IMPORTANT BOOKING CONDITIONS

It is important that you confirm that you have read and understood the terms and conditions set out in this letter, as well as the terms and conditions of the travel providers and products that you have booked. If you are making reservations on behalf of others, you take responsibility to share this document and assume responsibility of the terms and conditions outlined for all travellers.

Before booking any travel arrangements, it is crucial to refer to Smart Traveller (smarttraveller.gov.au), an essential resource provided by the Australian Government. Smart Traveller offers up-to-date travel advice and warnings that can significantly impact your travel plans. By checking this platform, you can stay informed about potential risks such as political unrest, health advisories, natural disasters, and other safety concerns in your destination country. This information helps you make informed decisions about whether to proceed with your travel plans, adjust your itinerary, or take necessary precautions. Smart Traveller also provides valuable guidance on travel insurance requirements, visa information, and registering your travel plans, ensuring you have a comprehensive understanding of what to expect and how to prepare for a safe and smooth journey. Therefore, consulting Smart Traveller before booking ensures you have the latest information to make informed and safe travel choices.

You acknowledge that your decision to travel is made based on your understanding of this information, and you acknowledge and agree that you are aware of and assume responsibility for any risks associated with traveling at this time.

TRAVEL AUTHORISATIONS & VISAS

When traveling internationally or transiting through any country, it is your responsibility to ensure you have appropriate visas such as but not limited to ESTA (for the USA), eTA (for Canada) and re-entry permits for Australia that meet immigration and government requirements. If you need information regarding visa and travel document requirements, please visit smarttraveller.gov.au.

It is essential that you make Helloworld Travel aware if you are travelling on a passport other than Australia as requirements to travel may differ. Helloworld Travel is not responsible for any compensation, including cancellation costs, amendment fees, or additional expenses, due to an invalid passport or incorrect visa.

IMPORTANCE OF PROVIDING LEGAL NAMES

When booking, all travellers must provide details exactly as they appear on their legal ID, such as a passport or driver's licence. Therefore, we require you to provide a copy of your passport for international travel and government ID for domestic Australia travel.

Discrepancies can cause issues that will incur fees for corrections or not being permitted to travel with incorrect documentation. You must ensure your passport has at least 6 months' validity beyond your return date. If using a non-Australian passport, you should inform Helloworld Travel immediately, as additional visas may be required.

You, as the traveller, are responsible for providing accurate information, and Helloworld Travel is not liable for additional costs or losses due to incorrect information being provided. Verify your passport details and validity as soon as possible.

IN CASE OF EMERGENCY (ICE)

As part of ensuring your safety and peace of mind during your travels, we kindly request that you provide us with details for your In Case of Emergency (ICE) contact. This information is crucial as it authorises someone you trust to act on your behalf in situations that require immediate attention, without disclosing any financial details.

Please take a moment to provide us with the name and contact number of your designated ICE contact. Rest assured, this information will only be used in emergency situations and will remain strictly confidential.

PERSONAL CIRCUMSTANCES

If you or anyone in your travel group is currently pregnant or will be during your travel dates, please inform me promptly. Some third parties may impose restrictions on pregnant travellers, potentially affecting your ability to travel.

Should you have any previous criminal convictions, including minor offenses like drink driving, it could lead to denial of entry into your destination country. It's crucial to contact the relevant Consulate or Embassy of your destination country/countries if you have any concerns about this issue. While we provide assistance, it is each traveller's responsibility to ensure they have the correct documentation for their journey, and Helloworld Travel assumes no liability in this regard.

IMPORTANT INFORMATION FOR FLIGHTS

Please note that some airlines allow you to request specific seating once your airline ticket(s) has been paid for. However, many airlines now charge a fee for this service. Helloworld Travel recommends arranging your seats as soon as your airline ticket(s) are paid.

On occasion, airlines do not allow you to choose your seat, most common when you purchase your ticket operated by a codeshare partner.

Should you choose not to prepay for seat selection, there is a risk of being separated from your travel companions. All advance seating requests are subject to the airline’s conditions of carriage, and once paid, seat fees are non-refundable and cannot be changed.

If you are a member of a Frequent Flyer programme, it is your responsibility to provide Helloworld Travel with your membership number for each traveller. To maximise the benefits of your programme, we recommend discussing this with Helloworld Travel before purchasing your airline ticket. Some Frequent Flyer programmes may allow you to upgrade your ticket, but not all fare types are eligible. Similarly, not all programme partners offer full status credits or access to lounges.

Recently, some airline tickets do not include checked baggage or allow cabin baggage, especially for flights purchased separately from Australia. If you purchase these fare types, you will be responsible for any fees associated with bringing luggage. Regarding excess luggage, Helloworld Travel advises purchasing a ticket that includes your required baggage allowance, as airlines often charge over $50 per kilogram for excess luggage.

MAKING SPECIAL REQUESTS

When booking your travel, please inform Helloworld Travel of any special requests you may have. Helloworld Travel will endeavour to pass on these requests to the Travel Provider, but we cannot guarantee their fulfillment as they are subject to the provider's discretion. Additional payments may be required to confirm certain requests.

Examples of requests include but are not limited to:

specific hotel room locations or views
interconnecting/adjoining rooms
bedding preferences
dietary requirements
children's meals on flights
vehicle types/models
anniversary/birthday/special occasion celebrations

PAYING FOR YOUR HOLIDAY

When paying for your holiday, you can pay via cash, cheque, direct deposit, or credit card, though surcharges apply for credit cards and American Express.

Payment details are located on the statement you have been provided by your consultant. We ask that your payments be settled no later than the specified dates outlined on the payment schedule to avoid impacting any included savings.

CANCELLATIONS & AMENDMENTS

Please note that once payment has been made, cancellation and amendment fees will apply to all your travel arrangements, potentially up to 100% of the amount paid. It is important to review the terms and conditions of all Travel Providers, which can be found on their respective websites or brochures. If you're uncertain about the Travel Provider for your bookings, please ask Helloworld Travel for these conditions.

By making a payment and booking with Helloworld Travel, you acknowledge that you have read and understood both our terms and conditions and those of the Travel Provider relating to the Travel Product. Any changes requested after payment receipt are subject to availability and will incur new rates and applicable fees.

Please be advised that costs on your confirmation are subject to change at any time by our suppliers without notice per the Travel Providers terms and conditions. To avoid potential price increases, it’s recommended you make full payment when you’re comfortable to avoid such increases. Deposits secure reservations but do not guarantee prices. If prices change for any reason, you will be required to pay the adjusted cost.

In cases where Helloworld Travel must modify any part of your booking due to reasons beyond our control (e.g., schedule changes by Travel Providers, overbooking, surcharge adjustments, or tax changes), Helloworld Travel will notify you. If such changes result in a higher cost or significant differences in you may incur additional expenses, Helloworld Travel cannot be held responsible for such costs.

REFUND POLICY

If you cancel part or all of your booking, or if changes result in refunds for travel services, Helloworld Travel will retain the original booking fees and earned remuneration. Refunds may take over 3 months to process, sometimes longer, and will only be issued once funds are returned to Helloworld Travel from suppliers. It's important to note that failing to cancel a booked service if no longer needed will result in forfeiture of that item.

Additionally, not amending flight bookings, including missing check-in or boarding, may affect other flights in your reservation and could lead to cancellation. If your travel plans change, please contact us promptly to ensure bookings are adjusted correctly.

IMPORTANCE OF ARRANGING TRAVEL INSURANCE

We hope you have an amazing travel experience. Your holiday safety and enjoyment are important to us and we support the Australian Government’s recommendation that all people travelling take out travel insurance. Caring for our customer’s means making sure they travel with peace of mind.

The Australian Government strongly urges all travellers take insurance with a reputable insurance provider to assist in emergencies that may happen. Should anything happen overseas, you will need to contact the Australian Consulate to request their assistance, but you will be liable for any costs incurred should a circumstance arise.

We know not all travel insurance is the same, which is why we have done the research and exclusively sell Cover-More. The benefits of travel insurance include:

Quality cover – for peace of mind both before and during your trip
Medical treatment abroad and access to Travel GP via phone
Cancellation protection
Emergency assistance 24 hours, 7 days
Quick, easy online claims – you can claim while you are still travelling
Value for money with the annual multi-trip policy for our frequent travellers

As strict cancellation and amendment fees apply to your booking, you can purchase travel insurance to protect your money in the event of unforeseen circumstances. The cost of insurance depends on your age, the destination you travel to and the duration of your holiday.

If you would like a costing for insurance, please let me know so I can arrange a quote for you. If you choose to go ahead with the policy, payment for the insurance must be received before it takes effect. We recommend insurance is paid at the same time as deposit in order to protect your investment.

By making payment for your policy, you agree to the full terms and conditions of the policy outlined in the Covermore Product Disclosure Statement (PDS). If you do not have a copy of the PDS, please let me know. We recommend that you read the document thoroughly before making the decision to proceed.

Should you have any pre-existing medical conditions as defined in the Covermore Product Disclosure Statement, it is important you disclose them as per the terms and conditions of the policy. Without approval from the insurer no cover is included for these conditions, however you may be able to seek conditional approval for them to be included.

If after the purchase of your policy but before your departure, a new medical condition should arise or you have sought medical advice for a condition and are awaiting tests or results, you will need to obtain approval from the Covermore Medical Department for this new condition.

Regarding the latest claims advice detailing world events that may be excluded from cover, please refer to https://www.covermore.com.au/world-events-and-travel-service-provider-claims-advice.

You can now earn Velocity Points when you purchase a Covermore insurance policy. Please ensure you forward on your Velocity member number to your consultant when you are purchasing your policy.

I would also like to inform you that if you choose to make alternate travel insurance arrangements, any documentation required from Helloworld Travel to make an insurance claim, will incur a handling fee of $100.

CREDIT CARDS REQUIREMENTS

In certain instances, a physical credit card is necessary as an imprint or bond for services like car hire or hotel check-ins. It's important to confirm the specific requirements at the time of booking, as some suppliers may not accept debit cards.

COMPULSORY RESORT FEES AND CITY TAXES

It is common practice for you to be responsible to pay local fees to hotels through your holiday. Compulsory fees typically ranging from €1 to €5 per night in Europe and up to US$50 per night in America and the Middle East.

These charges are not included in the amount collected by Helloworld Travel and must be settled upon check-out. Detailed information about these fees specific to your booking will be provided on your final travel documents.

TRAVEL DOCUMENTS

Your travel documents will be ready approximately 7-10 days before your departure. Helloworld Travel will contact you to schedule an instore appointment for collection. If you cannot come in person, Helloworld Travel can arrange to have them sent to you. If your departure is earlier than our booked arrangements, please inform Helloworld Travel so your documents can be made available earlier if possible.

TRAVELEX FOREIGN CURRENCY – TRAVEL MONEY MADE EASY

Travelex Foreign Exchange Bureau, located within our Helloworld Travel office on Wood Street, Mackay, is the sole provider of foreign exchange services in the area. They offer a comprehensive range of services tailored for your holiday needs, including the largest selection of foreign currencies available locally, prepaid currency cash cards, and the capability to handle International Money Transfers. Travelex's experienced consultants are available to provide expert advice on their travel money products. For inquiries or to speak with a consultant, please contact them at 4944 1774.

TRAVEL HEALTH AND VACCINATIONS

When traveling abroad, it's crucial to consult your local GP regarding necessary vaccinations and any restrictions on Pharmaceutical Benefit Scheme (PBS) medications. You are responsible for understanding the health requirements of your destination, as vaccinations are strongly recommended for certain places. It's advised to schedule vaccinations at least 6-8 weeks before departure, as some may require multiple doses for effectiveness. Many countries have strict regulations on medication, and some may need to be declared before travel. For comprehensive travel health advice, including destination-specific information, visit the Smart Traveller Health Hub at https://www.smartraveller.gov.au/before-you-go/health

HELLOWORLD TRAVEL LIABILITY & PRIVACY

Helloworld Travel operates solely as a travel agent, acting on behalf of various third-party providers such as airlines, accommodations and other travel services. Our role is to facilitate travel bookings and establish contracts between you and these providers. We do not guarantee or warrant the accuracy, quality, or description of the services provided by these third parties. All bookings are subject to the terms, conditions, and limitations of liability set by the service providers themselves.

Any legal recourse related to the services provided must be pursued directly with the specific provider, not Helloworld Travel. We advise all travellers to familiarise themselves with the terms and conditions applicable to their bookings, which can involve multiple members of a group or couple. Helloworld Travel reserves the right to apply fees as outlined in our "Menu of Services." We do not accept liability for injury, loss, delay, or inconvenience caused by the acts or omissions of third-party providers over whom we have no direct control. Our liability, where unavoidable, is limited to the value of the purchased travel arrangements.

Additionally, we do not accept liability for any damage, loss, or inconvenience caused by force majeure or events beyond our reasonable control. Helloworld Travel collects and may disclose personal information to facilitate travel arrangements and loyalty program participation, with the understanding that failure to provide this information may impact our ability to fulfil requested services. Customers may request further details about our management of personal information, update their details, or opt out of communications at any time by contacting us in writing or via email.

Prize Terms and Conditions

1. Definitions

In these Master Terms, unless the context otherwise requires:

Promoter means the entity named in the applicable Promotion Schedule.
Promotion means the specific competition/trade promotion described in the Promotion Schedule.
Promotion Period means the start and end dates/times stated in the Promotion Schedule.
Eligible Entrant means an individual who satisfies the eligibility criteria set out in clause 2 and the Promotion Schedule.
Entry means a valid entry submitted in accordance with clause 3 and the Promotion Schedule.
AMOE means Alternative Method of Entry (a free-entry method described in the Promotion Schedule).
Database Subscription Entry means an entry submitted by subscribing to the Promoter’s database as described in the Promotion Schedule.
Eligible Booking Entry means an entry earned by making an eligible booking (where applicable) as described in the Promotion Schedule.
Prize means the prize(s) described in the Promotion Schedule.
Winner Determination Method means Game of Chance (random draw) or Game of Skill (judging), as selected in the Promotion Schedule.

2. Promoter & Eligibility (QLD only)

The Promoter is the entity stated in the Promotion Schedule.
Entry is only open to Queensland residents who are 18 years or older at the time of entry, unless the Promotion Schedule states otherwise.
Employees of the Promoter and its related entities, and their immediate families, are ineligible to enter.
The Promoter may require proof of age, identity and residency. If an entrant cannot provide suitable proof on request, the Promoter may deem the entrant ineligible.

3. How to Enter (Book-to-Win + AMOE + Database Subscription)

Entry is free. No purchase is required to enter the Promotion.
The available entry method(s) for the Promotion are specified in the Promotion Schedule. Depending on the Promotion, entrants may enter by one or more of the following methods: Eligible Booking Entry, AMOE, and/or Database Subscription Entry.
Eligible Booking Entry (if enabled): entrants receive the number of entries stated in the Schedule for each Eligible Booking made during the Promotion Period. Eligible Booking is defined in the Schedule (including minimum spend rules). If a booking is cancelled/refunded/reversed before the Draw Date, any related entries may be voided (see Schedule). The Promoter may verify booking validity.
AMOE (if enabled): entrants may submit an Entry via the AMOE method during the Promotion Period. AMOE entry limits are stated in the Schedule. Late entries will not be accepted.
Database Subscription Entry (if enabled): entrants may receive the number of entries stated in the Schedule by subscribing to the Promoter’s database during the Promotion Period. Whether entrants must remain subscribed until the Draw Date is stated in the Schedule.
Entry limits (per person/booking/promotion) are stated in the Promotion Schedule. Entries in excess of stated limits may be deemed invalid.
Any costs associated with accessing the internet, email, phone or other entry pathway remain the entrant’s responsibility.

4. Valid Entries, Verification & Disqualification

Entries must be received during the Promotion Period and must include all required information.
The Promoter may disqualify any entry that is incomplete, indecipherable, illegible, fraudulent, or submitted in breach of these Terms or the Promotion Schedule.
The Promoter may disqualify an entrant who tampers with the entry process, submits an entry that is not in accordance with these Terms, or engages in any unlawful or improper conduct.

5. Winner Determination (Game of Chance OR Game of Skill)

The Winner Determination Method is set out in the Promotion Schedule.

If the Promotion Schedule states Game of Chance: winners will be selected by random draw as described in the Schedule. Skill plays no part.

If the Promotion Schedule states Game of Skill: entries will be judged against the criteria stated in the Schedule. Chance plays no part. The judges’ decision is final and no correspondence will be entered into.

The Promoter may draw/select reserve winners (as applicable) to award prizes if an ineligible entry is selected.

6. Draw/Judging Details, Notification, Publication

The draw/judging will occur at the date/time and location specified in the Promotion Schedule.
Winners will be notified in the manner specified in the Promotion Schedule.
If the Promotion Schedule states that winners’ names will be published, winners consent to publication of the details specified (e.g., first name, surname initial, suburb).

7. Claiming the Prize, Unclaimed Prize, Redraw

Winners must claim their prize within the timeframe specified in the Promotion Schedule.
If a prize is unclaimed within the claim period, the Promoter may conduct an unclaimed prize draw (or select an alternate winner) as specified in the Promotion Schedule.
All terms applicable to the original winner apply to the winner of any unclaimed prize draw.

8. Prize Conditions (General)

Prizes are not transferable, not redeemable for cash, and not exchangeable unless expressly stated in the Promotion Schedule.
The Promoter may substitute a prize (or part of a prize) with an alternative prize of equal or greater value if the original prize becomes unavailable due to circumstances beyond the Promoter’s reasonable control.
Winners are responsible for any ancillary costs not expressly included in the Prize description (e.g., insurance, visas, spending money, transfers, meals, upgrades), unless the Schedule states otherwise.
Any tax liability (if applicable) is the responsibility of the winner unless stated otherwise in the Promotion Schedule.

9. Travel Prize Conditions (module)

If the Prize includes travel, flights, accommodation or a travel voucher/credit, travel is subject to availability and the terms and conditions of third-party providers.
The Promotion Schedule must specify inclusions/exclusions, blackout dates, booking deadlines, validity/expiry, number of travellers, and whether the prize must be redeemed via the Promoter.
The winner must comply with all passport, visa, health and travel requirements at their own cost unless expressly included.

10. Privacy & Personal Information

The Promoter will collect personal information to administer and promote the Promotion, and to fulfil prizes.
The Promoter may disclose personal information to third parties assisting with the Promotion (including prize suppliers and service providers) and regulatory authorities where required.
Personal information will be handled in accordance with the Promoter’s Privacy Policy (linked in the Promotion Schedule).

11. Marketing Consent (Email/SMS)

If the Promotion includes a Database Subscription Entry or other marketing subscription mechanic, the Promotion Schedule must clearly state whether subscription is optional or a condition of entry, and whether entrants must remain subscribed until the Draw Date.
Where marketing messages are sent, they will include an unsubscribe facility and recipients may opt out at any time.

12. Liability / Disclaimers

To the extent permitted by law, the Promoter is not responsible for lost, late, misdirected, incomplete or illegible entries; technical failures; or acts/omissions of third-party providers.
Nothing in these Terms limits any rights a consumer may have under laws that cannot be excluded.
The Promoter is not liable for personal injury suffered in connection with the Promotion or the Prize, except to the extent caused directly by the Promoter’s negligence.

13. Force Majeure / Changes to the Promotion

If the Promotion is interfered with or not capable of being conducted as reasonably anticipated due to events beyond the Promoter’s reasonable control, the Promoter may modify, suspend, terminate or cancel the Promotion, subject to applicable law.
The Promoter may amend these Terms and/or the Promotion Schedule where reasonably necessary, provided that amendments will not unfairly disadvantage entrants.

14. Platform Disclaimers (Facebook/Instagram etc.)

If run on a social media platform, the Promotion is in no way sponsored, endorsed, administered by or associated with that platform. Entrants release the platform from liability in connection with the Promotion.

15. Governing Law

These Terms are governed by the laws of Queensland, Australia.

16. General

If there is any inconsistency between these Master Terms and the Promotion Schedule, the Promotion Schedule prevails to the extent of the inconsistency.
The Promoter’s decisions are final and no correspondence will be entered into.

PROMOTION SCHEDULE — 40 YEARS OF TRAVEL PROMOTION

1) Promoter

Promoter Legal Entity: Wander Beyond Pty Ltd

Trading Name: Helloworld Travel Mackay, Mt Pleasant & Willows Townsville

ABN: 22 051 967 045

Address: 58 Wood Street, Mackay QLD 4740

Contact Email/Phone: mackay@helloworld.com.au | 07 4969 3600

2) Promotion Details

Promotion Name: 40 Years of Travel Promotion

Promotion Period Start: 01 April 2026, 12:01am AEST

Promotion Period End: 10 May 2026, 11:59pm AEST (40 consecutive days)

Eligible Entrants: Queensland residents only; Age 18+; Employees and immediate families excluded

Winner Determination Method: Game of Chance

3) Entry Methods

A) Eligible Booking Entry (Book-to-Win)

Enabled: Yes

Eligible Booking definition: Booking must be made and confirmed with the Promoter during the Promotion Period. Minimum spend: $1000 per booking. Qualifying products: any bookings that consist of cruises, guided tours, independent travel components (such as accommodation, sightseeing, car hire). Exclusions: flight-only bookings.

Entries earned: 1 entry per eligible booking

Cancellation/Refund rule: Entries void if booking is cancelled/refunded/reversed/chargeback before Draw Date.

Entry caps: No maximum entries per person

B) Database Subscription Entry

Enabled: Yes

Subscription method: Online sign up form: https://www.helloworldtravelmackay.com.au/subscribe OR https://www.helloworldtraveltownsville.com.au/newsletter-subscribe and/or instore sign up.

Entries earned: 1 entry per person who subscribes during the Promotion Period.

Subscription requirement: Must remain subscribed until the Draw Date to be eligible

4) Prize(s)

Prize description: Travelmarvel European Gems River Cruise

Prize retail value (AUD): Up to $16,000

Prize supplier (if applicable): Travelmarvel (APT Travel Group)

Inclusions: Travelmarvel European Gems River Cruise

Exclusions: Flights, insurance, transfers, upgrades, visas, taxes, baggage and any additional costs

Validity / expiry: Book by 31 July 2026, Travel by 31 December 2026

Blackout dates / availability: Blackout dates apply, subject to approval at time of redemption

Redemption method: [Must be redeemed via Helloworld Travel Mackay, Mt Pleasant or Willows Townsville

5) Winner Selection

Draw date/time: Drawn by 17 May 2026 at 5:00pm

Draw location: Helloworld Travel Mackay, 58 Wood Street, Mackay QLD 4740

Draw method: Computer-generated random draw

Reserve entries: Yes

6) Winner Notification & Publication

Notification method: Phone and email

Publication: Publish first name + surname initial on website/social media

Claim period: Claim within 21 days of notification

7) Unclaimed Prize

Unclaimed prize draw date/time: Drawn by 30 June 2026 at 5:00pm

Unclaimed prize draw location: Helloworld Travel Mackay, 58 Wood Street, Mackay QLD 4740