Booking with us

Booking with WeExplored means that you understand we are acting as a third party for your holiday booking. If a third party that you have booked, such as an airline, hotel, tour company, car hire company, resort or day tour has not delivered what you expected, we have a complaints process you may follow. WeExplored are not liable for providing the service of the third party, by booking you accept this knowledge, however, we can assist you in lodging a complaint.

 

COMPLAINTS

If you would like to lodge a complaint, please send an email outlining your complaint, name, booking reference and supplier to book@weexplored.com

We will respond to your complaint within 72 hours initially and then outline the steps we will take to assist in the resolution. 

We will ensure to continue to communicate with you, with the understanding that we often have to wait for a response from the supplier. 

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At WeExplored, adventure is at the heart of what we do. In order for everyone to have a great experience and for us to support you on your journey, we would like you to read the following document, to ensure that you understand what services we provide and their terms and conditions.

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SUMMARY OF SERVICES

WeExplored coordinates your travel itinerary through acting as a third party between wholesalers such as airlines, accommodation providers, road transport, tours and cruise companies. Each of the suppliers we use has their own terms and conditions and we urge you to become familiar with their terms and conditions (if you would like them please ensure to ask one of your consultants).

When we make the bookings on your behalf they are booked in line with the terms and conditions of the third party supplier (you can access these terms and conditions on the supplier’s website or individual brochures). WeExplored also have our own terms and conditions which we reserve the right to enforce in conjunction with those of the third party supplier.

Under the Australian Consumer Law of Responsibility, we will ensure to provide services with skill and care which will be reasonable fit for the specified purpose. We will reasonably achieve the desired result within a reasonable time frame.

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PROVIDING ACCURATE BOOKING DETAILS

It is the travellers responsibility to provide all names as per passport, passport copies and personal information correctly (at the time of each new booking, and update any previous information we may have on file if it has changed). Any payment of deposit is acceptance of these details on documents to be correct. Any changes required to names or details after the payment of the deposit that requires a cost to change will be the passenger’s responsibility.

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VISAS AND PASSPORTS

A valid passport with a minimum of 6 months validity on the return back into Australia is mandatory for all Australian travellers. It is the responsibility of the traveller to ensure that your passport, immigration requirements, visas required to enter countries and any transit visa requirements have been researched and obtained by the traveller. Any fees,

 

loss of travel or any related expenses of not obtaining the relevant documents will be the responsibility of the traveller.

We urge all travellers to visit www.smarttraveller.gov.au to obtain up to date and relevant visa, travel and health information.

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VACCINATIONS AND HEALTH ADVICE

WeExplored cannot provide you with vaccination or health advice relating to your personal circumstance. We advise that you contact your Doctor or Medical Clinic to obtain such advice.

The traveller must acknowledge that travelling can present complexity and risk, and as such, WeExplored may not be liable for any illness or injury obtained during your travels. We recommend that you also purchase travel insurance to provide additional assistance should you require it on your journey should an illness or injury occur.

Please advise your consultant of any dietary restrictions, mobility issues or if you are pregnant. Note that airplanes cannot guarantee the 100% safety of their meals being excluded from ingredients and if you may incur an anaphylactic reaction, we recommend providing your own food.

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TRAVEL INSURANCE

Travel insurance is required to attend any of our Group Tours. WeExplored can provide you with a quote of one of two providers for you to compare. You are required to disclose any pre-existing medical conditions or medications that you are taking to be disclosed to the insurance company in order for cover to meet your personal needs. Travel Insurance is not issued until the policy has been paid in full.

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PASSAGE OF TRAVEL

WeExplored encourages travellers to research and respect the cultures of the places they are visiting. It is also the responsibility of the traveller to become familiar with the laws of the destination they are travelling to and adhere to these laws.

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PRICES AND BOOKING TERMS

All prices are subject to full payment. Pricing and availability in the travel industry can change quickly so all quotes are subject to availability and pricing at the time payment is made. When booking an international group tour, WeExplored reserves the right to

 

change final pricing in the event of a large currency fluctuation. In this event, we will alert the customer and they can decide whether they would like a refund of any monies paid (with the exception of any monies already paid to suppliers).

Please note that some countries will have local accommodation taxes or city taxes that are payable on arrival or checkout. Government taxes, charges and airline taxes or fuel surcharges can change and these are outside of our control.

Payments via credit cards will attract surcharges which are outlined on our costing and itinerary.

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DEPOSITS

Deposits are required to secure your place on a tour and are non-refundable in the event that you change your mind or cannot attend. We recommend travel insurance with cancellation cover to assist you, should an unforeseen circumstance, within the policy coverage occurs.

Some bookings require full payment immediately.

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SERVICE FEES

WeExplored charge service fees in accordance with our Fees for Service List. These fees are in addition to any fees or additional amounts required as a result of a date change or change of product as charged by the third party supplier.

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GROUP BOOKING NUMBERS

Certain numbers for tours and Group Bookings must be met before a tour can proceed. If a deposit has been paid and group numbers have not been met on a WeExplored tour, we will refund you the deposit. If numbers have not been met on a tour provided by a third party, then the terms and conditions of that third party will apply and WeExplored may not be liable for any losses incurred as a result of the cancellation. By booking a tour you accept the risk that the tour or cruise may not depart or may be rescheduled. Any costs associated with rescheduling will be at the client’s expense.

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CANCELLATIONS

WeExplored charge a 20% cancellation fee in addition to the cancellation fees imposed by third parties. This fee remunerates WeExplored for the time and effort required to quote, book and liaise with the customer prior to the cancellation.

 

Some third parties will deem the product non-refundable in which case no refund will be permitted and any commission gained from the sale of the product will be retained by WeExplored even if the travel has not been completed.

Any cancellations due to changes in government regulations such as those imposed through the Covid 19 pandemic or similar in the future are outside of the control of WeExplored. The client will be bound to any third party terms and conditions and those of WeExplored and any provisions provided by the Australian Consumer Law.

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NO SHOW

If you fail to arrive at any of your travel services, your travel arrangements will be forfeited. You will not be entitled to any refund by WeExplored.

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FORCE MAJEURE

WeExplored will not be liable for any failure, delay or event related to being able to deliver travel agreements with are beyond our control. These reasons may include but are not limited to acts of God, accident, government travel restrictions, epidemic, quarantine, pan- demic, outbreaks of infectious disease or public health concerns of any nature, actual or threatened war, riots, civil strife, terrorist activity, industrial disputes, strikes, explosion, generalized lack of raw materials or energy, breakdown of communication facilities, natural and/or nuclear disasters, natu- ral catastrophes, adverse weather conditions, fire, government acts or omissions, or the change in law or administration of any law in Australia or any jurisdiction or territory relevant to the booking contract.

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INSOLVENCY

WeExplored is not liable for any financial loss, damage, delay, death or injury resulting from the bankruptcy, insolvency or from a supplier unable to perform services purchased.

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YOUR DETAILS

WeExplored is committed to protecting any personal information provided to them. By making a booking with a third party and by you paying a deposit you give WeExplored the authority to share any personal information required which is related to making this booking. WeExplored is not liable for the use of this data by third party operators.

Your information is kept in a confidential, secure and password protected environment that complies with the terms and conditions outlined in South Australian privacy information laws.

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OTHER COSTS

WeExplored will only provide services as outlined in your costings and itinerary. We are not responsible for any other costs that may be incurred during your trips such as, but not limited to tips, meals, beverages, drivers, tours, local guides, excess baggage, seating, laundry or general expenses. We are not liable for any expense or cost incurred in relation to expulsion or repatriation from a country or part of a country.

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EXCLUSION OF LIABILITY

In the absence of our negligence, we are not liable for any cancellations, diversions, substitution of equipment, variations, postponements or any other act of omission or default (whether negligent or otherwise) of any supplier nor are we liable for any loss or damage to baggage or property, injury, illness or death, or any other loss (including consequential loss), damage or any claim whatsoever arising from an act, error, omission, default or negligence of any person not our direct employee or under our inclusive control.

 

We are not responsible for any criminal conduct of a third party.

Where a motor coach seat is fitted with a seatbelt, neither we nor any supplier concerned will be liable for death, injury or any loss or damage you suffer from an accident or incident if you are not wearing the safety belt at the time of such accident or incident. We are not liable for any injury, damage, loss, delay, additional expense or inconvenience caused by your acts, omissions or defaults, your state of health, medical condition or circumstances or other reasons which are beyond our control, including force majeure events or failure of machinery or equipment.

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RECOMMENDATION

We recommend that you lodge your travel details to www.smarttraveller.gov.au  and you give permission for WeExplored to disclose your details to the Department of Foreign Affairs and Trade, should any natural disaster or event related to your safety deems it necessary,

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ACKNOWLEDGEMENT

I acknowledge I am:

1. Over the age of 18

2. Have read and understood all of the terms and conditions outlined in this document and through the third party suppliers

3. That all details provided to the consultant are correct and true

4. That your passport has 6 months validity

5. That all visas, vaccinations, entry requirements and laws have been checked by you

6. That you have checked all documents for accuracy up to two weeks prior to departure

 

 

You acknowledge that your decision to travel is made based on your own understanding of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks