Terms and Conditions

These Terms & Conditions apply to travel bookings and related services arranged by Orient Travel. They apply to bookings made in person, by telephone, by email, through online payment links or by other agreed booking methods.

By confirming a booking, the customer agrees to the applicable terms disclosed before the booking is finalised. These terms must be read together with the relevant airline, accommodation provider, tour operator and other supplier conditions.

Nothing in these Terms & Conditions excludes or limits rights that cannot legally be excluded under Australian Consumer Law.

1. BOOKING AND CONFIRMATION

1.1 All quotations and bookings are subject to availability and confirmation by the relevant travel supplier.

1.2 Airfares, taxes, surcharges, exchange rates and other travel prices may change until the booking is accepted and the applicable ticket or travel document has been issued.

1.3 A quotation is not a confirmed reservation and does not guarantee a particular fare, seat, room or service.

1.4 A booking will be treated as confirmed when Orient Travel has accepted the booking, the required payment or deposit has been received, and the relevant confirmation has been issued, subject to any supplier-specific requirements.

1.5 Customers booking for other travellers confirm that they have authority to provide their details and accept the applicable booking conditions on their behalf.

1.6 Customers are responsible for ensuring that relevant booking information is communicated to all travellers included in the reservation.

2. OUR ROLE AS A TRAVEL AGENT

2.1 Orient Travel arranges travel services supplied by airlines, accommodation providers, tour operators, transport operators, wholesalers and other third-party suppliers.

2.2 Where Orient Travel acts as an agent, the travel service is generally supplied under a separate contract between the customer and the relevant supplier.

2.3 Each supplier may impose its own conditions concerning ticket validity, baggage, cancellations, amendments, refunds, check-in, schedule changes and other matters.

2.4 Orient Travel will exercise reasonable care and skill in providing its own services and will assist customers with supplier enquiries where reasonably practicable.

2.5 Orient Travel does not control the independent operations of airlines or other suppliers and cannot guarantee that their services will operate without delay, disruption or change.

2.6 Nothing in this section excludes any responsibility that Orient Travel has under applicable law.

3. PRICES, QUOTATIONS AND ADDITIONAL CHARGES

3.1 Prices are quoted in Australian dollars unless expressly stated otherwise.

3.2 Prices are subject to the conditions and availability applicable to the quoted travel product.

3.3 Additional charges may arise from customer-requested changes, additional baggage, seat selection, accommodation upgrades, supplier penalties, taxes or other services not included in the original quotation.

3.4 Orient Travel will disclose applicable agency fees and known additional charges before the customer agrees to the relevant booking or service.

3.5 Where a supplier changes a price or imposes an additional charge before the booking is finalised, Orient Travel will advise the customer where reasonably practicable. The customer may choose whether to proceed with the proposed booking on the revised terms.

3.6 No new agency fee will be imposed retrospectively without an appropriate contractual or legal basis.

4. PAYMENT TERMS

4.1 Payment must be made according to the payment instructions and deadlines provided by Orient Travel.

4.2 Accepted payment methods may include cash, bank transfer, debit card, credit card and approved online payment links.

4.3 A booking may not be ticketed or confirmed until the required payment has cleared and any applicable supplier requirements have been satisfied.

4.4 Customers must ensure that payment information is accurate and that sufficient funds are available.

4.5 Payments made through a third-party payment link are subject to the applicable payment provider's processing and security requirements.

4.6 Customers must not use a credit card or payment account belonging to another person without that person's authorisation and any additional verification required by the payment provider or Orient Travel.

4.7 Where reasonably necessary to verify a transaction, Orient Travel may request evidence of payment authorisation or identity, subject to applicable law and privacy obligations.

4.8 Orient Travel may decline or delay processing a booking where there are reasonable grounds to suspect fraud, unauthorised payment or a failure to satisfy required payment verification procedures.

4.9 Any payment surcharge must be disclosed and charged in accordance with applicable Australian law.

4.10 Customers should retain receipts, payment confirmations and booking documentation.

5. CUSTOMER DETAILS AND TICKET ACCURACY

5.1 Customers must provide accurate information for every traveller.

5.2 Passenger names must match the relevant passport or other travel document requirements.

5.3 Before payment and ticket issuance, customers should carefully review all names, dates, destinations, flight numbers, departure times and other booking details.

5.4 Incorrect passenger details may result in amendment fees, reissue charges or the need to purchase a replacement ticket, depending on the supplier's rules.

5.5 Customers must notify Orient Travel promptly of any errors. Responsibility for any resulting loss or expense will depend on the circumstances and applicable law.

5.6 Orient Travel is not responsible for errors caused by incorrect information supplied by a customer where the agency has acted with reasonable care, but this does not exclude liability for an error caused by Orient Travel.

6. AIRLINE TICKETS AND CONDITIONS OF CARRIAGE

6.1 Airline bookings are subject to the relevant airline's conditions of carriage and fare rules.

6.2 Tickets may be restricted, non-transferable, non-refundable or subject to limitations on amendments, depending on the fare purchased.

6.3 Some airlines require additional payment for checked baggage, seat selection, meals, priority boarding or other services.

6.4 Customers should check the baggage allowance and service inclusions applicable to their ticket before departure.

6.5 Customers should monitor airline communications and check flight status before travelling.

6.6 For journeys involving multiple airlines, customers should check whether flights are issued on one ticket or on separate tickets, as missed connections and baggage arrangements may differ.

6.7 Where separate tickets are involved, customers may face additional costs if a delay or cancellation causes a missed onward flight. Any applicable rights or remedies remain subject to the relevant contracts and law.

7. CANCELLATIONS BY CUSTOMERS

7.1 Customers wishing to cancel a booking must notify Orient Travel in writing.

7.2 Cancellation requests are subject to the applicable supplier conditions and any lawful agency cancellation or administration fee disclosed and agreed to before booking.

7.3 Depending on the fare or product purchased, cancellation charges may include airline penalties, supplier charges, non-refundable components and any applicable agency fee.

7.4 Some promotional or restricted fares may have limited or no voluntary refund entitlement under the supplier's conditions.

7.5 Orient Travel will advise customers of the applicable cancellation conditions and any known charges when processing a cancellation request.

7.6 Cancellation fees must be reasonable and consistent with the applicable contract and law. This clause does not authorise excessive or otherwise unlawful charges.

7.7 Customers should not assume that a cancellation has been completed until written confirmation has been received.

8. AMENDMENTS AND REBOOKING

8.1 Requests to change travel dates, destinations, passenger details or other booking arrangements must be submitted to Orient Travel.

8.2 Amendments are subject to supplier approval, seat or room availability and the fare rules applicable to the booking.

8.3 Charges may include supplier amendment fees, fare differences, taxes and any disclosed agency service fee that applies to the requested work.

8.4 Some tickets cannot be amended or may require cancellation and purchase of a new ticket.

8.5 Customers should obtain confirmation of any amendment before relying on the revised arrangements.

9. REFUNDS

9.1 Refund eligibility depends on the applicable fare rules, supplier conditions, the reason for cancellation or disruption, and any rights available under Australian Consumer Law.

9.2 Where Orient Travel acts as an agent, it may need to submit a refund request to the airline or other supplier on the customer's behalf.

9.3 Orient Travel will provide reasonable assistance with refund enquiries and keep customers informed of material progress or delays.

9.4 Refunds will be processed within a reasonable time, taking account of the circumstances and applicable legal requirements.

9.5 Where a customer is legally entitled to a refund from Orient Travel, the agency will not avoid that obligation merely because a supplier has not yet paid the agency.

9.6 Where a refund is approved, payment will ordinarily be returned through the original payment method where appropriate and legally required.

9.7 A credit voucher or alternative arrangement will not replace a refund where the customer is legally entitled to receive a refund and does not agree to an alternative.

9.8 Any agency service fee retained or charged in connection with a cancellation or refund must have a lawful basis and comply with the terms disclosed to the customer.

10. AIRLINE CANCELLATIONS, DELAYS AND SCHEDULE CHANGES

10.1 Airlines may change schedules, cancel flights, alter routes or make operational changes.

10.2 Customers should check their flight status and remain contactable before departure.

10.3 Where Orient Travel receives information about a material change affecting a booking, it will communicate that information where reasonably practicable.

10.4 Orient Travel will assist customers in identifying available rebooking or refund options where appropriate.

10.5 The airline or relevant supplier may be responsible for providing alternative arrangements or refunds, depending on the circumstances.

10.6 Orient Travel's obligations under Australian Consumer Law and any other applicable law remain unaffected by this clause.

11. MISSED FLIGHTS AND NO-SHOWS

11.1 Customers must arrive at the airport or departure point with sufficient time to meet check-in, boarding and document requirements.

11.2 Missing a flight or failing to use a booked service may result in supplier penalties, cancellation of subsequent flight sectors or the need to purchase new travel arrangements.

11.3 Customers should contact the airline and Orient Travel as soon as possible if they expect to miss a departure.

11.4 Refunds for unused tickets or taxes will be assessed under the relevant fare conditions and applicable law.

12. PASSPORTS, VISAS AND ENTRY REQUIREMENTS

12.1 Customers are responsible for obtaining valid passports, visas, transit permissions and other travel documents required for their itinerary.

12.2 Customers should verify the requirements of all destination and transit countries with the relevant official authorities before departure.

12.3 Orient Travel may provide general travel-document information but does not guarantee visa approval, entry into a country or permission to transit.

12.4 Entry decisions are made by the relevant government and border authorities.

12.5 Customers must ensure that their travel documents meet applicable validity requirements and that all information provided in visa or entry applications is accurate.

13. TRAVEL INSURANCE

13.1 Orient Travel strongly recommends that customers consider appropriate travel insurance.

13.2 Customers should review policy coverage, exclusions, excesses, limits and claims requirements before purchasing insurance.

13.3 Insurance is not included in a booking unless expressly confirmed.

13.4 Customers who decline insurance remain responsible for considering the financial risks of travelling without cover, subject to any applicable legal rights.

14. ACCOMMODATION, TOURS AND OTHER SUPPLIERS

14.1 Accommodation, tours, transfers, cruises and other travel services are subject to the relevant supplier's conditions.

14.2 Check-in times, baggage limits, age requirements, identification rules and service inclusions may vary by supplier.

14.3 Special requests are subject to availability and are not guaranteed unless expressly confirmed.

14.4 Customers should promptly notify the supplier and Orient Travel of problems encountered during travel so that reasonable steps can be taken to investigate or resolve the issue.

14.5 Nothing in these terms removes any rights a customer may have against Orient Travel or a supplier under applicable law.

15. FREQUENT FLYER PROGRAMS

15.1 Customers should provide their frequent flyer details at the time of booking if they wish the information to be passed to the relevant airline.

15.2 Eligibility for frequent flyer points, status credits and other benefits is determined by the airline or program operator.

15.3 Orient Travel does not guarantee that a particular fare will earn points or qualify for a program benefit.

15.4 Customers should confirm eligibility directly with the airline or program operator and retain relevant ticket and boarding documentation.

16. PAYMENT SECURITY AND DISPUTED TRANSACTIONS

16.1 Customers must ensure that all payments are authorised by the account or cardholder.

16.2 Orient Travel may retain relevant booking confirmations, receipts, payment records, ticket details and customer communications for legitimate business, accounting, legal and dispute-resolution purposes.

16.3 If a transaction is questioned or disputed, Orient Travel may provide relevant records to the payment provider, acquiring bank, card scheme, airline or other authorised party where reasonably necessary and permitted by law.

16.4 Customers are encouraged to contact Orient Travel promptly if they believe a payment has been processed incorrectly or without authorisation.

16.5 Nothing in this section prevents a customer from exercising a legitimate right to dispute a transaction or seek a remedy under applicable law.

17. PRIVACY AND PERSONAL INFORMATION

17.1 Orient Travel collects personal information necessary to arrange bookings, process payments, communicate with customers and meet applicable legal obligations.

17.2 Information may include passenger names, contact details, passport details, booking records and payment-related information.

17.3 Where reasonably necessary, information may be disclosed to airlines, accommodation providers, payment processors, insurers, technology providers, government authorities and other parties involved in delivering the requested services.

17.4 Some service providers may be located overseas. Personal information will be handled in accordance with applicable privacy requirements.

17.5 Customers may contact Orient Travel to request access to or correction of their personal information, or to raise a privacy concern, subject to applicable law.

Privacy contact: [Insert business email]

18. UNFORESEEN EVENTS

18.1 Events beyond the reasonable control of a supplier or Orient Travel may affect travel arrangements. These may include natural disasters, severe weather, government restrictions, security incidents, public health emergencies and industrial action.

18.2 Orient Travel will provide reasonable assistance with available options where practicable.

18.3 The consequences of an unforeseen event depend on the circumstances, applicable supplier conditions and the law.

18.4 This clause does not automatically remove any refund or other remedy to which a customer may be legally entitled.

19. COMPLAINTS AND CUSTOMER SERVICE

19.1 Customers should submit complaints in writing and include their booking reference, relevant documents and a description of the issue.

19.2 Orient Travel will review complaints and endeavour to respond within a reasonable time.

19.3 Where a complaint concerns a third-party supplier, Orient Travel may assist the customer in contacting that supplier.

19.4 If a dispute cannot be resolved directly, customers may contact the relevant consumer protection authority or pursue other remedies available under Australian law.

20. LIMITATION OF LIABILITY

20.1 Orient Travel will provide its own services with due care and skill as required by applicable law.

20.2 Orient Travel is not responsible for matters outside its reasonable control merely because it arranged a booking with an independent supplier, but this does not exclude liability where the law makes Orient Travel responsible.

20.3 Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot legally be excluded, restricted or modified.

21. GOVERNING LAW

These Terms & Conditions are governed by the applicable laws of New South Wales and the Commonwealth of Australia.

Nothing in this clause limits any mandatory consumer rights or any jurisdictional rights that cannot lawfully be restricted.

22. CUSTOMER ACKNOWLEDGEMENT

Before confirming a booking, customers should review the itinerary, passenger details, applicable fare conditions, cancellation rules, agency fees and supplier terms.

By confirming a booking, the customer acknowledges that the applicable booking conditions have been made available and agrees to the terms that were disclosed and accepted, subject always to applicable law.