PROFESSIONAL SERVICE FEES AND TERMS & CONDITIONS
FEES CONSULTING FEES
*Fees are per person (pp) unless otherwise stated. All prices quoted are in Australian Dollars (AUD)
Initial Consultation — No fee 30 minute discovery call
Let’s chat about your needs and how best I can serve you. If we feel it’s a right fit and I can help then we can continue to create something that is just right for you!
Trip Planning fee $250 — if further revisions are required after discovery call & first proposal, we will ask that you take care of this prior to commencing more work. This will be deducted from booking balance if you go ahead with the booking. It is non-refundable if booking does
not actualise to cover time spent, recommendations and knowledge
Complex itinerary planning fee from $500 – if applicable will be advised at quote stage
RESERVATION FEES
*Fees are per person (pp) unless otherwise stated. All prices quoted are in Australian Dollars (AUD)
Changes fees including reissue of tickets are quoted at time of request – unique to each booking
Urgency Fee
$250 – per booking for changes or bookings required within 72 hours in addition to any airline charges and reissue fees
Cancellation Fees
Commission retention or 10% of total cost of sectors booked, unless otherwise advised to be
invoiced prior to submission of refund. All fees will be advised at the time of booking as this is itinerary specific. You may be invoiced for cancellation fee prior to submission of your refund.
Flights
$125 – per person per international booking
$500 – capped per family per international booking of up to 7 guests on the same booking
$50 – per Australian domestic, Trans-Tasman flight bookings and domestic flights within other countries
$500-1000 – per frequent flyer booking depending on complexity
$500 – per booking for International flights commencing outside of Australia
The flight booking fee covers the booking process including finding best options and after booked services such as updating any schedule changes, assistance with changes including voluntary, supply of mandatory entry requirements specific to each unique itinerary to meet Covid travel entry requirements or visa requirements.
Bank Fees
1.8% American Express, Visa, Mastercard accepted
Fees for international deposits and transfers advised on transaction.
There are no fees for payments by direct deposit or BPAY. Airlines charge merchant fees and these are generally included in the cost of your ticket.
Visas
$150 – processing in addition to any fees charged by consulates and third party visa companies for couriers, visa fee and processing
Rail, Ferry and concierge services
15% of supplier fee
$150 per hour research fee if required
Documentation
$150 – if you would like hard copy of documentation posted to you.
In considering our environment we no longer provide paper documents unless they are expressly required by service providers in this case you will be provided hard copy documents without
charge.
All booking details can be found in your AXUS app. Details of which will be sent to you once your booking is complete. This along with downloading airline apps is the best way to keep all your trip details in one place and be notified of any schedule changes to your itinerary.
In the event of your booking cancellation, fees are non-refundable. All fees are in addition to those charged by third party suppliers and will be detailed on your invoice.
Covid-19 Response Fee
Hourly rate of $125 per hour for travel rearrangements due to COVID-related illness, close contact or restrictions imposed while in destination.
TERMS AND CONDITIONS
Design Travel Group Pty Ltd (“DTG”) is a privately owned travel consultancy and an independent affiliate of Smartflyer Australia Pty Ltd (“Smartflyer”). Smartflyer is a member of AFTA, IATA, CLIA, and an ATAS accredited Travel Agent Company.
References in these terms and conditions to DTG include references to any related body corporate, director, employee or agent of DTG and also to Smartflyer where applicable.
A reference to a supplier in these terms and conditions is a reference to a third party supplying travel services to you such as but not limited to air travel, car hire, accommodation, insurance, rail travel, cruise, touring or any other service or product related to your travel.
These terms and conditions govern your arrangements with DTG and apply to all bookings made on your behalf.
PAYMENT OPTIONS
We accept direct deposits, payment by BPAY and credit cards. In some circumstances your credit card may be charged directly by a supplier such as but not limited to an airline or hotel. In such circumstances you, by advising your credit card details, authorise us to pass your details to the relevant supplier. Direct deposits can take some time to clear into our account so please ensure that you send any funds at least 3 days before any payment due date(s) to avoid cancellations and associated fees. Payment by Credit Card will incur a 1.8% merchant fee. (Visa/Amex/Mastercard accepted).
PRICES
All prices are subject to availability and can be withdrawn or varied without notice. Changes in price can occur due to currency fluctuations, fuel surcharges, taxes and other provider increases that are outside of our control. Until full payment of your booking is received by us, any increases will be passed on to you. Every effort is made to ensure that pricing is correct at the time it is provided to you and updated at the time of payment if required.
FEES
Fees including planning fees, booking fees, change fees and cancellation fees are charged in accordance with DTG’s fee schedule (a detailed schedule of fees can be provided all fees will be outlined in your quote/invoice) and are non-refundable. These fees are independent of any such fees which may be charged by a supplier. By instructing DTG to make any bookings on your behalf, you agree to pay those fees.
COMMISSION
DTG may receive or retain commission, rebates and/or incentives from suppliers related to reservations made on your behalf. Any such commissions are the property of DTG.
CANCELLATIONS AND AMENDMENTS
Travel arrangements may be non-refundable and non-changeable. If you cancel a confirmed booking reservation you are likely to incur fees. DTG charges cancellation and amendment fees in accordance with our fee schedule which will be detailed at the time of booking and in addition to any cancellation and/or amendment fees imposed by suppliers. It is your responsibility to check the amendment and cancellation fees of any supplier prior to entering into a transaction with them. DTG will use its best endeavours to ensure you are provided with current information as to supplier fees however if you are unsure where to find them or require further information, please ask for assistance. These penalties will be outlined and provided to you with confirmation of your arrangements.
REFUNDS
If you cancel your travel arrangements and a refund is due, the refund will be made available to you once monies have been received by DTG from the supplier involved. Insofar as we are able, DTG will advise you of the expected timeframe for your refund which can in some cases take 12-16 weeks depending on the complexity of the trip and is at supplier discretion. Not all travel arrangements can be refunded and we strongly recommend travel insurance which may cover any non-refundable portion of your trip in the event of cancellation.
SCHEDULE CHANGES
Every effort is made to bring schedule changes to your attention in a timely manner however we advise you to check your flight times 24 hours prior to departure for each flight as the airline(s) reserve the right to make schedule changes and amend their flight times as they deem necessary. A good option is to download the airline app along with your AXUS travel app and also where possible check in online – this will allow you to receive any last minute updates. You agree that DTG is not responsible for, nor accepts any liability arising out of any schedule changes implemented by an airline which may impact you, your onward travel or arrangements consequent on your flights.
AGENCY
DTG’s services are comprised of itinerary planning, organising and coordinating various arrangements for your travel via a direct contractual relationship between you and any supplier providing travel to you. DTG is not the agent of any supplier and does not guarantee the performance of services offered by any supplier or accept liability for any event where you suffer a loss or are injured as a result of any acts or failings of any supplier. In these events, you agree that your remedy lies against the supplier and not DTG or Smartflyer Australia.
FORCE MAJEURE
DTG and Smartflyer Australia accepts no liability for any loss or damage incurred by you as a consequence of DTG, Smartflyer Australia or any supplier being unable to perform its obligations to you due to unusual and/or unforeseeable circumstances (a “force majeure event”).
NO WARRANTY
In the performance of its services, DTG gives no warranty and makes no representation as to the suitability or adequacy of any supplier services or products. You agree that if the supplier services or products are not supplied in accordance with your expectations that your remedy lies with the supplier and not with DTG or Smartflyer Australia. All care is taken to recommend and use reputable & licenced suppliers.
ACCURACY OF INFORMATION
DTG has taken reasonable care that all information provided to you in the course of providing services to you is correct and provides such information in good faith. You acknowledge that such information may be subject to amendment at any time without notice and that DTG cannot and has not checked the accuracy of all information provided by any supplier. DTG is not responsible for and does not accept any liability arising out of any errors, omissions or misleading information provided by a supplier and you should make your own evaluation of the accuracy, completeness and legitimacy of any information, opinion, advice or other content provided by DTG.
PASSPORTS AND VISAS
All travellers must have a valid passport with at least 6 months validity beyond the length of intended stay. Some countries require a longer period of validity remaining on your passport. It is your responsibility prior to confirming your travel arrangements to ensure that your passport meets the specific entry conditions of the country and/or countries you are visiting including those that you must pass through in order to reach your destination(s).
Some countries may also require you to obtain an entry visa or permit. It is your responsibility to obtain the necessary visa(s) and/or permits. We recommend that you check the entry requirements with the relevant Embassy, High Commission or Consulate of the countries you intend to visit including those you must pass through in order to reach your destination(s).
If you are travelling to the United States of America, you are required to register under the Visa Waiver program in advance of your departure. See https://esta.cbp.dhs.gov/esta to apply and seek more information as desired.
Please ensure you leave sufficient time to obtain any visas / visa waivers. We recommend you review visa requirements at least 3 months prior to travel where possible.
Permanent Australian Residents travelling on a foreign passport must hold a valid Resident Return Visa to re- enter Australia. It is your responsibility to ensure you have the necessary documentation and visa to return to Australia.
At the time of confirming your travel arrangements with DTG, you must supply a copy of the passport particulars page for all members of the party travelling on your booking and ensure all reservations match your passport names exactly.
* The name on any airline tickets or cruise documents must match the name on your passport, including middle names. It is your responsibility to confirm accuracy prior to ticketing. Any cancellation/amendment fees incurred as a result of incorrect names will be passed onto you.
AIRPORT CHECK IN TIMES
We recommend:
• 3 hours prior to departure for international flights.
• 90 minutes prior to departure for Qantas and Virgin.
• 120 minutes prior to departure for Jetstar and other small domestic airlines worldwide.
All passengers on domestic flights must present ID at check-in i.e: drivers licence or passport.
It is recommended that you arrive at the airport at least 1 hour prior to the suggested check in times listed.
Travelling through Covid requires additional time and patience. You will be required to show that you have met all of the criteria to arrive at your next destination including any transit stops – this can be a slow process and there are no express lanes. Airport officials will require you to provide proof that you have met all of your requirements – it is recommended to have printed copies of any tests, forms and entry cards where possible.
If you are getting any PCR testing at the airport prior to your flight departure please ensure you allow extra time.
Airport testing is only recommended as a last resort.
BAGGAGE ALLOWANCE
Airlines offer different baggage allowances subject to your travel plans, frequent flyer status, your class of travel and the fare type purchased. Please check the relevant airlines website or your e-ticket prior to your travel as these allowances vary. Some fares do not include checked luggage, and it is your responsibility to make sure you have adequate baggage allowance for your entire journey.
If you are unsure, please ask DTG and we will provide assistance.
FREQUENT FLYERS & SPECIAL REQUESTS
Please advise us of any frequent flyer numbers and special requests at the time of making your booking. It is advisable that you retain all boarding passes until your frequent flyer points have appeared on your statement. If you provide DTG with your frequent flyer number it will be added to your booking. It is your responsibility to ensure that the airline has allocated your frequent flyer number. This is usually printed on your boarding pass.
TRAVEL DOCUMENTS
Please check and review all of the information contained in your documents via your itinerary published on our travel app AXUS including but not limited to; your name, names of those in your travelling party and/or dependents travelling with you, your travel dates and times and any other particulars relating to your travel arrangements. If you are the lead passenger, please ensure the members of your travelling party are given access to the documentation that that they also check all particulars relating to their travel arrangements in a timely manner. Paper documents can be provided for a fee of $150 per booking. In the event that a supplier requires and provides paper documents there is no fee.
TRAVEL INSURANCE
DTG strongly recommends that you take out a comprehensive travel insurance policy at the time you make your booking and at the time monies are exchanged. DTG can assist you with insurance quotes however it is your responsibility to ensure you have adequate cover for yourself and any dependents accompanying you and to adjust to the level of cover as you deem necessary. It is also your responsibility to read and fully understand the Product Disclosure Statement of your insurer prior to entering into any contract of insurance with them. Should you opt to decline travel insurance you may be required to sign a disclaimer. It is important that you ensure the cover is right for you and your unique circumstances. You may have cover attached to your credit card – it is important that you check the conditions of this cover carefully and it’s inclusions.
HEALTH AND VACCINATION REQUIREMENTS
Some countries require vaccinations against specific diseases, infection and illness prior to granting entry to their country. General health advice for the destinations you are visiting can be obtained from the Foreign Affairs and Trade Website: smarttraveller.gov.au. We recommend that you consult with your professional medical advisor, travel clinic or doctor at the beginning of planning your travel arrangements to ensure you have sufficient time to obtain vaccinations in an effective way.
EMERGENCY DISCLOSURE APPROVAL
Should a natural disaster take place or any other form of emergency arise in a country where you may be visiting at that time, you approve DTG to disclose your contact information, next of kin and itinerary details to the Australian Department of Foreign Affairs and Trade.
GOVERNING LAWS
This agreement is governed by the laws in force in New South Wales. You irrevocably submit to the non- exclusive jurisdiction of the Courts of New South Wales and Courts of Appeal from them and/or any relevant tribunals for determining any dispute concerning this agreement. We may legally assign any of our rights and obligations under this agreement at any time by giving you notice.
ACKNOWLEDGEMENT
Instruction of DTG and the payment of any funds to DTG pursuant to invoicing or otherwise comprises an acknowledgement and acceptance of these terms and conditions unless advised otherwise by you.
TRAVELLING THROUGH COVID-19 CONSIDERATIONS
You are choosing to travel at a time where you may be exposed to the Coronavirus. It is your responsibility to ensure you have read and understand all relevant travel information including health & government advice. You travel at your personal comfort and risk level.
We endeavour to provide the most accurate and up to date travel information at time of booking on travel restrictions and transit points for countries and areas you may be travelling to and via, however, this information is subject to government change and is the travellers’ responsibility to continue to monitor any changes that are relevant to their itinerary before and during travel.
Should future travel mandates from suppliers and governments require compulsory vaccinations, vary the minimum age, special exemption criteria and/or PCA travel testing and entry requirements it is the traveller’s responsibility to meet these. Please note you may be required to provide a negative COVID test result for travel and some countries may require further testing on arrival and during your stay.
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.
If you require assistance while travelling including flight, accommodation or itinerary changes due to the impact of Covid-19 there may be fees involved to make any changes. All changes regardless of the reason are subject to availability and may incur costs which will be quoted at the time new arrangements are made.
EMERGENCY CONTACT & TRIP CONTACT
It is important that you provide DTG with an emergency contact in Australia that you authorise us to discuss any developments in the event we are unable to reach you. It is essential that you provide a mobile and email address in order to reach you or send any important updates while you are travelling. These contact methods must be in operation for the duration of your trip in order for us to communicate effectively with you.