Terms & Conditions

Corpwest Holdings Pty Ltd as Trustee for The Heritage Family Trust trading as Synergy Travel is a licensed travel agent and member of the Travel Compensation Fund. Licence No. WA 9TA01572

Summary

1. References to “us”, “we”, “our” and/or “our business” in these Booking & Advisory Services Terms and Conditions means Corpwest Holdings Pty Ltd as trustee for the Heritage Family Trust trading as Synergy Travel, Synergy Travel Business, SmartTrip and other related business’.
2. We are a travel agent. We arrange travel services and sell a Travel Product on behalf of Third Party Travel Providers (Providers) including airlines, tour and cruise operators, car hirers and accommodation providers. We charge a service fee for providing this service.
3. Once we have booked a Travel Product on your behalf, your contract is then with the Provider of those services.
4. Your rights to amend or cancel your Travel Booking and the cost of doing so will be governed by the Provider’s terms and conditions. The Provider’s terms and conditions may be non-refundable or may have amendment and cancellation fees. It is important that you understand this when entering into a contract with us. These fees are in addition to amendment and cancellation fees charged by us, outlined in the Schedule of Professional Service Fees.

Agency

1. We provide you with Booking & Advisory Services that allow you to acquire Travel Products from a Provider. We act as agent for the Provider.
2. By acquiring Booking & Advisory Services from us, you agree that you have read and understood our terms and conditions and the terms and conditions of the Providers.

Liability of Agency and Limitations of Liability

1. We are liable to you for providing Booking & Advisory Services in accordance with these terms and conditions.
2. Our travel Booking & Advisory Services come with guarantees under the Australian Consumer Law which cannot be excluded. These guarantees include that the services:
   • will be provided with due care and skill;
   • will be reasonably fit for the specified purpose;
   • can reasonably be expected to achieve the desired result; and
   • will be provided within a reasonable time.
3. If we do not meet any of the expectations set out in paragraph 10, you have rights under the Australian Consumer Law.
4. Subject to the Australian Consumer Law, we are not liable for any technical errors, corruption of any data, unauthorised access to your personal data, inaccuracies in information supplied by you or third parties, or failure to complete bookings when that failure is due to circumstances beyond our control.
5. Subject to the application of consumer guarantees which may be implied into the supply of Booking & Advisory Services to you, we are not otherwise liable to you or anyone else for any loss or damage which is suffered directly or indirectly in connection with the:
6. the delivery or non-delivery of the Travel Product; or
7. any act or omission of Providers or other third parties.
8. Apart from the rights you have under the Trade Practices Act that cannot be lawfully excluded, we shall not be liable for any inconvenience, delay, loss, death, injury or damage to you or your belongings or otherwise caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party suppliers, force majeure or any other event which is beyond our control.
9. Nothing in these terms and conditions is intended to exclude or restrict the application of consumer guarantees under consumer protection law.

Liability of the Provider

1. Once you have acquired Booking & Advisory Services from us, the Provider will provide you with the Travel Product on the terms and conditions agreed between you and the Provider. You should obtain and read the Provider’s terms and conditions before acquiring Booking & Advisory Services from us.
2. The Provider is liable to you for a breach of obligations in providing you with the Travel Product.
3. As an agent of the Provider, we have no control over or liability for, the services provided by Providers. We cannot guarantee the performance of the Provider and we have no liability in respect of the supply of any Travel Products including any liability in contract, tort or otherwise, for any injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by any provider of travel services or products by Providers. All bookings with us are subject to the terms and conditions and limitations of liability imposed by the Provider.

Booking Terms

1. The Travel Products offered are subject to availability and can be withdrawn without notice by the Provider. Travel Products may also change at any time in accordance with the Providers terms and conditions.
2. When making a booking, you must provide details of each traveller correctly. We have no responsibility for any loss or damage arising from the incorrect entry of a traveller’s details.
3. Travel Products obtained through the Booking & Advisory Services are not guaranteed until payment has been made in full and documents have been processed.
4. It is your responsibility to contact the Provider prior to departure to ensure there is no change to the scheduled departure time.
5. Most airlines offer only electronic confirmation of your reservation, or ‘e-ticketing’. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You must notify us immediately if you change your email address or contact telephone number after making a booking. It is your responsibility to advise us if you have not received your e-ticket confirmation.
6. When making a booking you must advise your consultant of any medical, dietary or mobility conditions you may have.
7. When making a booking you must advise us if you are pregnant.

Payment Terms

1. All pricing is reflected in Australian Dollars unless otherwise specified.
2. All pricing is inclusive of goods and services tax (GST), or other such value added taxes where applicable.
3. Payments processed in foreign currency (currency other than the original card holders country of issue), may incur a currency conversion fee. Please refer to your financial institution for applicable fees.
4. We sell Travel Products in two different ways:
5. as merchant, where we take payment directly from you at the time of booking confirmation; or
6. as retail, where your Travel Product will either be paid to the Provider directly at the time of booking or payable to the Provider on the date of travel.
7. Travel Products purchased in accordance with the ‘retail’ method, will not be bound by these terms and conditions and you are responsible for pursuing any claims of cancellation, re-scheduling, refunds or chargebacks directly with the merchant.
8. As the merchant we are governed by the terms and conditions of the provider of the merchant facility.
9. A credit card or debit card fee may also be charged by certain Providers and low cost carriers. You will be notified of such charges prior to your purchase
10. All charges, including the credit card fees, may be in another currency (e.g. EUR), which we will provide an estimate for in Australian dollars.

Refunds and Credits

1. If you cancel your Travel Product, your right to a refund or credit is subject to the terms and conditions of the Provider.
2. If the Provider is required to provide you with a refund or credit for the Travel Product, we will liaise with the Provider to arrange that refund. Where you are entitled to a refund, we are unable to provide you with this refund until we receive it from the Provider. Please note that most Providers take 60 – 90 days to process any refund.
3. Any refund or credit will be subject to these terms and conditions and will not include the Booking & Service Advisory fee, credit card fees or any commissions received. You may also be charged a cancellation fee by the Provider.
4. Where refunds for unused services are allowed, a service fee may be charged by the Provider against the value of the refund.

No Show

1. If you have a booking for a Travel Product (including flights and accommodation) but you do not show up to check-in or otherwise do not avail yourself of such Travel Product, you will not be entitled to any refund from us.

Cancellation and Amendments

1. If you amend or cancel your Travel Product, we reserve the right to charge the cancellation and amendment fees as per the Schedule of Professional Service Fees.
2. The Provider may charge cancellation and amendment fees in accordance with the terms and conditions agreed between you and the Provider. These will be in addition to the fees charged by us. We are not liable for any cancellation fees or refusals to refund made by the Provider.
3. Many Providers treat name changes and route and/or itinerary alterations as a full cancellation and these can incur full cancellation charges.
4. We will not charge a cancellation or amendment fee if you cancel or amend your booking due to a breach by us of our obligations to you or due to our fault.

Cancellations and amendments for online low cost carrier bookings only

1. If your flight booking is with a Low Cost Carrier, you can only cancel or change your booking by contacting the Provider directly.

Cancellations and amendments for hotel bookings only

1. Please review the cancellation policy for your hotel booking for any penalties that may apply.

Force Majeure

1. We will not be liable for any failure or delay in performing our obligations in booking the Travel Product that is due to events beyond our control.
2. If a force majeure event occurs that affects your booking, your entitlement to a refund, a credit or re-scheduled travel booking will depend on the Provider’s terms and conditions.
3. If your booking is impacted by a force majeure event and you are entitled to a refund or credit from the Provider, we will facilitate this refund or credit.
4. The Booking & Service Advisory fee, credit card fees or any commissions received are non-refundable in the circumstance that a force majeure event occurs.

Low Cost Airlines / Flights

1. If you book a low cost flight with us, we will make the booking on your behalf and your contract for your low cost flight will also be subject to the airline’s booking terms and conditions.
2. It is your responsibility to ensure that all details of the booking are correct before proceeding as most, if not all low cost airlines will automatically charge a fee or full value of the ticket will be forfeited for any changes.

Additional Airline Charges

1. Some Providers may also charge additional fees. Please check with the Provider for their full terms and conditions.

Hotel/Accommodation Bookings

1. Some Providers will require an additional charge to be paid locally (e.g. a resort fee) at the time of check in or check out. This amount is in addition to the amount shown during the booking process under the ‘total booking cost’ amount.
2. There may be taxes levied abroad but not paid at the point of purchase that are payable in relation to your hotel booking (e.g. local taxes, sales tax etc.). Any local taxes will be payable by you directly to the Provider at the time of check in/check out.

Changes in Price and Itineraries

1. We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent.
2. If a Provider changes any part of your booking for reasons beyond its control, we will use our reasonable endeavours to notify you. If any such changes result in your Travel Product costing more or otherwise being materially different, then you may cancel the Travel Product. Any refund would be subject to the Travel Provider terms and conditions.
3. These terms and conditions are subject to variation at any time. Any variation will be displayed here, and you will be deemed to have accepted a variation if you have made a booking after it has been displayed.

SYNERGY TRAVEL PRICE GUARANTEE

The Synergy Travel online Price Guarantee is offered on pre-paid, items booked on Synergy Travel online.

If, after booking accommodation, holiday packages, or tours on Synergy Travel online, you find within 24 hours a Fully Comparable rate on any Australian travel website that is advertising the same rate quoted in Australian dollars, we will match the lower available rate.

We will refund the difference between the lower rate and the rate available on Synergy Travel online back to the credit card or debit card used to make the booking. The booking must have been made on Synergy Travel online and the Fully Comparable service available on a website of a registered Australian travel company.

Fully Comparable Accommodation means:

• A fully paid and confirmed single hotel item booked on Synergy Travel online.
• The same hotel, the same dates, the same room type, the same offer/special, the same inclusions,number of nights, bedding configurations, number of adults and children and payment method;
• Accommodation to which the same cancellation policy applies;
• Applies to the pre-paid rate for hotel room nights only and excludes any additional fees charged.
• Bookings for promotional packages, deals or bundles that may include additional inclusions such as parking, meals, or entertainment are not eligible.
• A total price which is inclusive of all fees, taxes, surcharges, booking and any other fee of any nature and displayed in Australian dollars without use of a currency converter.
• Accommodation which comprises a stand-alone product and is not part of a travel package
• Accommodation which is advertised, accessible and publicly available to book on the internet;All details for the accommodation and price can be ascertained from the relevant website. For the avoidance of doubt, any accommodation involving an unknown aspect such as destination or hotel shall not constitute Fully Comparable Accommodation.

Other Price Guarantee Terms and Conditions

1. Claims under the Price Guarantee are not transferable, exchangeable or refundable for cash and may only be made in accordance with these terms and conditions by the individual who made the fully paid, confirmed booking on Synergy Travel online.
2. Claims under the Price Guarantee can only be made with written proof of the fully comparable confirmed pricing submitted to Synergy Travel with clearly identifiedand visible dates, services, added value items, supplier details, website details costs and grand total cost including all fees and taxes.
3. Claims under the Price Guarantee will not be accepted if, in the opinion of Synergy Travel online, acting reasonably, the claim has occurred as the result of a printing, uploading or other error or is made fraudulently or in bad faith.
4. Synergy Travel online may cancel, modify, restrict or alter the Price Guarantee at any time without prior notice. The terms and conditions in effect at the time of any claim will determine a claimant’s eligibility.
5. Synergy Travel reserves the right to refuse any claims that cannot be verified, are submitted after 24 hours from the time you booked or for which you have provided incomplete or inaccurate information.
6. The failure by Synergy Travel online to enforce any provision of these Terms and Conditions shall not constitute a waiver of that provision.

The Price Guarantee does not apply to:

1. The Price Guarantee applies only to online rates available to the general public. It does not apply to membership or corporate rates or special discounted rates including, but not limited to, AARP, AAA, military, government, or convention rates.
2. The Price Guarantee does not apply to hotel rooms booked through or in combination with frequent stay, loyalty, points or other reward type programs, rooms booked through coupon promotions, won through contests or sweepstakes or transferred, or rooms booked on websites that do not allow you to see the name of the hotel until your reservation is complete.
3. Group bookings for more than nine (9) people, membership or corporate rates; and specially discounted rates or rates available through group buying websites including but not limited to Groupon, Spreets or Living Social etc.
4. Flight pricing

What you will receive

Any Claimant making a claim under the Price Guarantee will be notified via e-mail of the outcome of their claim within 72 hours. If the claim is successful, Synergy Travel online will refund the difference in price between the lower available rate and the Fully Comparable Rate to the credit or debit card used to make the booking within 7 – 10 business days of acknowledgement of a valid claim. Note: If the lower Fully Comparable rate is available on Synergy Travel online and your original reservation is outside any applicable hotel cancellation fees, we will refund your original reservation to the credit card used to make the original booking and rebook your new reservation at the lower rate using the same card. In instances where the credit or debit card used to create the booking is no longer valid or has changed, please contact Synergy Travel online.

YOUR OBLIGATIONS AND WARRANTIES

You warrant to us that:

1. you are at least 18 years old and have the power, capacity and authority to enter into a binding contract with us and with the Providers of the Travel Products that you acquire;
2. you have read and understood these terms and conditions and if booking on behalf of third parties, you have conveyed these terms and conditions to them;
3. the information you provide us about yourself is true, accurate, current and complete (apart from any optional items) as required by any registration process;
4. you have considered acquiring comprehensive travel insurance and we are not responsible for any failure by you to acquire adequate insurance cover; and
5. you will use the Booking & Advisory Services in accordance with these terms and conditions and you will not use the Booking & Advisory Services in any way to breach any laws or defame anyone.

Definitions

“We“, “us“, “our” and “our business” means Corpwest Holdings Pty Ltd as trustee for the Heritage Family Trust trading as Synergy Travel, Synergy Travel Business, SmartTrip and all related entities.

“You” or “your” means any user of our Website or any person who acquires the Booking & Advisory Services, including any person who acquires a Travel Product (whether or not the Booking & 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 Provider and includes advisory and consulting services.

“Force Majeure” means, but not limited to: acts of God, accident, riot, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, adverse weather conditions, governmental acts or omissions, changes in laws or regulations, national strikes, fire, explosion and generalised lack of availability of raw materials or energy.

“Travel Provider” or “Provider” or “Providers” 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 Provider, for example, an airline or a hotel.

“Website” means our website www.synergytravel.com.au

PRICING, FEES & OTHER INCOME

We charge a fee for providing the Booking & Professional Advisory Services to you. The fee is non-refundable to cover our time, access to our preferred supplier arrangements and discounts, expertise and knowledge provided, even if the Travel Product is not used. All fees are outlined in the Schedule of Professional Service Fees below.

We may receive a commission, fee, rebate, gift or financial incentives from Providers, in respect of your booking. Any commission, gift, fee, rebate and/or financial incentive received by us from Providers in relation to your booking is non-refundable in the event of booking cancellation.

Synergy Travel provides:

1. ‘online only supplier support airfares’ – Airfares that are extremely competitive and match or better online airfares offered by airlines and other suppliers. All changes, cancellations etc. must be done directly with the airline.
2. ‘full support airfares’ where Synergy Travel will effect all changes, flight cancellations, refunds etc. on your behalf.

If you choose to buy an ‘online only supplier support’ airfare, all support for changes to the booking, flight cancellations, re-routing and assistnce with flight delays etc MUST be done directly with the applicable airline. Synergy travel will not be able to assist with these bookings once they are booked and ticketed. Please note – all low cost airline airfares are always ‘online only supplier support airfares’.

If you choose to buy a ‘full support airfares’ Synergy Travel can help you avoid long on hold times with airlines (often 2 to 4 hours or more during peak times), or having to contact airline offices in another country where English may not be their first language. We can be contacted for all changes, re-routing, flight cancellations etc.

Schedule of Professional Service Fees (Synergy Travel may, at it’s own discretion charge or waive the below fees)

Service Fees	Domestic/Trans-Tasman airfare per person – 4% or $25 whichever is greater
	International airfare per person – 4% or $100 whichever is greater
	Domestic/Trans-Tasman package, tour or cruise per booking – NIL
	International package, tour or cruise per booking – NIL
	Other Services – 4% or $25 whichever is greater
	Itinerary planning per booking (credited towards reservation once booked) – $100 for simple itinerary (5 to 7 days) or $250 for complex itinerary 7 + days
	For all bookings a payment of a deposit of 20% of estimated cost at time of booking. This deposit is non-refundable but can be credited towards a future booking if current booking cancelled.
Amendment Fees	Changes to Domestic/Trans-Tasman bookings will incur a fee of $25 per passenger per booking in addition to Provider and credit card fees.
	Changes to International bookings (excluding Trans-Tasman bookings) will incur a fee of 4% or $100 whichever is greater per passenger per booking in addition to Provider and credit card fees.
Cancellation Fees	Cancellations to Domestic/Trans-Tasman bookings will incur a fee of 4% or $25 whichever is greater per booking in addition to Provider and credit card fees.
	Cancellations to International bookings (excluding Trans-Tasman bookings) will incur a fee of 4% or $100 whichever is greater per booking in addition to Provider and credit card fees.
Bank Credit Card Fees	Visa & MasterCard – 1.2%
	American Express – 2.2%

(All fees are excluding GST, where applicable).

THE WEBSITE AND LINKS

We may at any time modify these terms and conditions and the changes will come into effect once they are uploaded into this Website. You acknowledge and agree that your continued use of the Booking & Advisory Service is subject to the terms and conditions in force at the time of your use.

You acknowledge that the inclusion of links on this Website is not intended as an endorsement or recommendation of any linked website or its content of such sites. We do not guarantee that this Website or any linked website will be free from viruses, or that this Website or any linked website will be uninterrupted.

Hotel reviews are based on independent third party feedback. Reviews from a Verified Partner are reviews from customers that have made a booking through our service provider. We do not guarantee the accuracy of this information.

We reserve the right to correct any errors in rates or content quoted or calculated for any Holiday Package, with immediate effect. We will use our reasonable endeavours to notify you of such corrections.

Information about offers on the Website may be based on material provided by third party businesses (“merchants”). We do our best to verify the information provided to us by merchants but we cannot guarantee its accuracy on all occasions. You understand and agree that we cannot be held responsible for errors or omissions caused by incorrect or inadequate information supplied to us or by merchants. You agree to make your own enquiries to verify information provided and to assess the suitability of products before you purchase.

PRIVACY

Corpwest Holdings Pty Ltd as trustee for the Heritage Family Trust and its associated entities (Synergy Travel, Synergy Travel Business & SmartTrip) collects your personal information to enable us to respond to your queries and provide you with the Booking & Advisory Services, including assisting in arrangements with Providers (such as hotels and flights).

We will also use your personal information to personalise the service we provide you, including your experience on our, and other, websites, and to provide you with information about our, and our partners’, business, products and services. Your personal information may be shared between entities within our business and disclosed to suppliers, providers, our cloud infrastructure, our contractors and also to others where authorised or required by law. Some of these entities may be located overseas, including in the countries noted in our privacy policy.

For further information about how we handle your personal information, including how you can request to access and correct your personal information or complain about a breach of your privacy, please see our privacy policy at https://business.synergytravel.com.au/privacy-policy

By signing up for our newsletter, alerts, offers or updates, you confirm you have read and understood our privacy notice for this service and you consent to Synergy Travel Group sending you marketing material, including via electronic messages relating to our and our partners’ products and services that may be of interest to you.

In providing my contact details to the Synergy Travel group, I consent to Corpwest Holdings Pty Ltd as trustee for the Heritage Family Trust and its associated entities communicating with me including via electronic messages in regards to my bookings, changes and amendments as well as sending me marketing material, relating to their and their partners’ products and services that may be of interest to me, and disclosing my personal information to its associated entities (Synergy Travel, Synergy Travel Business & SmartTrip) for this purpose.

JURISDICTION AND LAW

All matters arising out of or in connection with the Booking & Advisory Services and these terms and conditions are governed by the laws of Western Australia. By acquiring the Booking & Advisory Services, you consent and submit to the exclusive jurisdiction of the laws of Western Australia.

ANNEXURE

TRAVEL TIPS FOR TRAVEL PRODUCTS

These tips are not legally binding terms and conditions.

You should obtain and read the Third Party Travel Provider’s terms and conditions which are legally binding on you.

Passports, Visas and Health Requirements

It is your responsibility to ensure that you have the required documents, including visas and passports, before travelling to a destination. For more information please log on to www.dfat.gov.au and www.smarttraveller.gov.au. Please check with the respective Embassy or Consulate of each country that you are travelling to, as many destinations require visas for both Australians and non-Australian passport holders. For more information, log on to www.visalink.com.au. You need to ensure that you have at least 6 months validity on your passport from the date of your departure return.

For International travellers booked on flights to the USA, including Hawaii, it is now mandatory, under the Visa Waiver Program to receive an electronic authorisation known as ESTA (Electronic System for Travel Authorisation) no less than 72 hours before travel to the USA. This can be obtained from the following website: https://esta.cbp.dhs.gov/esta/.

For international travellers booked on flights to Canada, you either need a visitor visa or an Electronic Travel Authorization (eTA) to fly to, or transit through, a Canadian airport. An eTA can be obtained from the following website:  https://www.canada.ca/en/immigration-refugees-citizenship/services/visit-canada/eta/apply.html

It is your responsibility to ensure that you are aware of any health requirements for your travel destinations. Vaccinations are strongly recommended for certain destinations. You need to contact your local doctor who will advise you of these requirements. Please note that vaccinations may be recommended before your travel departure date.

Travel Advice

We recommend that you contact the Department of Foreign Affairs and Trade (DFAT) or visit their website at www.dfat.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit.

Ticketing

For international and domestic departure, e-tickets will be issued upon payment and completion of the booking process. All other travel documentation, such as hotel booking confirmations, will be emailed to the email address you provided as an e-document. Should the Provider issue paper vouchers, these will be posted to the address you provided.

Baggage Allowance

Baggage allowance varies from airline to airline and in many cases the airfare you have paid may not include the cost to cover checked baggage. Please check with your Travel Advisor and/or the airline providing your flights for the allowances.

Frequent Flyers & Special Requests

For more information on whether your airfare is eligible for Frequent Flyer rewards, please contact the airline directly. When booking online, please ensure that you have entered your correct number. For bookings made by telephone via our Customer Service Team, please advise of your Frequent Flyer details and these will be added to your reservation. We do not take any responsibility should an airline not register your trip. You should retain copies of your air ticket and boarding pass.

Special requests will be passed on to the Provider but cannot be guaranteed.