BOOKING TERMS AND CONDITIONS
Travelations Pty Ltd t/a Cruise Express
Important Notice
Please read these Terms and Conditions carefully, as they contain important information about your legal rights, remedies and obligations.
By paying a deposit, professional fee, or any invoice issued by Cruise Express, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions on behalf of yourself and all travellers named in the booking.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Liability of Agency and Limitation of Liability
Please note that Cruise Express acts only as booking agent for Airlines/Cruise Lines/Hotels/Wholesalers/Tour Operators and other travel service providers in booking travel arrangements on your behalf. Cruise Express does not own or operate Airlines, Cruise Lines, Hotels or any other travel service provider and is not liable or responsible for: Any accident, injury or health problems suffered by travellers; Loss or theft of or damage to any personal possessions or property; Delays, re-routing, cancellations or service deficiencies of any service; Insolvency, business failure or grounding of an airline, cruise ship, hotel, or other service.
Cruise Express recommends travel service providers based on product quality, needs and requests of our clients. We do not investigate or give any assurance about the financial condition or solvency of any service provider.
Cruise Express staff, whilst often personally familiar with some properties and/or other travel services provided, cannot possibly be familiar with all properties and/or other travel services provided on offer. Therefore, Cruise Express staff cannot personally offer guarantees on the quality of services or standards provided by the Air / Cruise / Line / Hotel / Wholesaler / Tour Operator or other travel service providers booked on your behalf. In making your booking, Cruise Express has used information supplied by the hotels and/or other associated travel companies providing the various services.
Subject to your rights under the Australian Consumer Law, Cruise Express is not liable to you or anyone else (whether in contract, tort, negligence, statute or otherwise) for any loss or damage, including direct, indirect, consequential, incidental, special or economic loss, loss of profits, loss of savings, disappointment, inconvenience or additional expense arising directly or indirectly from:
- any act or omission of a Supplier;
- any failure or delay by a Supplier;
- any cancellation, overbooking, schedule change or withdrawal of travel services;
- any technical error, unauthorised access, cyber incident or interruption beyond our control;
- any force majeure event;
- your use of, or inability to use, any travel product.
To the fullest extent permitted by law, Cruise Express’s total liability to you is limited to the amount of professional fees paid directly by you to Cruise Express for the booking in question.
Authority to Book
The person making the booking warrants that they are at least 18 years of age and have the authority to make the booking on behalf of all travellers listed on the booking.
We will rely on the authority of the person making the booking to act on behalf of all travellers, and that person binds all travellers to these Terms and Conditions and to the terms and conditions of all relevant travel suppliers.
You are solely responsible for the suitability of any Travel Product that you purchase. We are not liable for any inconvenience caused or expense incurred as a result of any unsuitability of the Travel Product, subject to your rights under the Australian Consumer Law.
You are responsible for ensuring all traveller names exactly match passports.
Cruise Express will take all care but it is your final responsibility to check all bookings, tickets, vouchers and itineraries are correct, that passports are valid for 6 months past the return date from your journey and that all necessary travel documents (including visas, electronic travel authorities and mandatory travel declarations) are obtained.
It is also your responsibility to ensure that you have spoken to your health professional regarding any health risks associated with your travel plans.
Force Majeure
Cruise Express is not liable for any loss, additional expense, delay, cancellation or disruption arising from events beyond our reasonable control, including but not limited to natural disasters, pandemics, do not travel warnings, government actions, civil unrest, terrorism, strikes, war, sanctions, or supplier failure.
If a force majeure event occurs that affects your booking, your entitlement to a refund, credit or re-scheduled travel booking will depend on the relevant Supplier Terms and Conditions and will at all times be subject to any rights you have under the Australian Consumer Law.
If your booking is impacted by a force majeure event and you are entitled to a refund from the Supplier, we will facilitate this refund to you as soon as reasonably practicable.
For the avoidance of any doubt, in the circumstance that a force majeure event occurs the following fees are non-refundable (subject to any right to a refund you may have under the Australian Consumer Law):
- a) the service fees paid to us in respect of your booking; and
- b) any other fees referred to in our Professional Service Fees.
GST
At the time of publication, most international travel products supplied for use outside Australia are generally GST-free under Australian taxation law. Certain domestic travel arrangements may also qualify as GST-free where they form part of a continuous international journey, as defined by applicable legislation. However, not all domestic travel booked in conjunction with international travel will qualify. Cruise Express reserves the right to apply GST where required by law or where the taxation treatment of any travel product changes prior to departure.
Payments
Please refer to your individual booking confirmation for details of when payment is required. Payment amounts and deadlines vary between suppliers. Cruise Express reserves the right to set an earlier payment deadline to allow sufficient time for funds to clear and payments to be processed before the supplier’s due date.
Our preferred method for payments made to Cruise Express is PayID or direct deposit into our bank account. We will advise you of the payment options available for each travel arrangement.
Where a supplier accepts credit card payments directly, we may arrange for your card to be processed by the supplier. This may provide additional protection in the event of supplier insolvency and is our preferred method for credit card payments. Any fees or conditions imposed by the supplier will be advised at the time of payment.
Visa and Mastercard may be accepted by Cruise Express where supplier-direct payment is unavailable. American Express will generally only be accepted for payment directly to a supplier.
Payments made directly to suppliers are held by those suppliers, not by Cruise Express. Cruise Express accepts no liability for supplier insolvency, liquidation, administration or financial default.
Where a supplier does not accept direct credit card payment, Cruise Express may decline to accept payment by credit card due to the financial risk of chargeback against the agency. Alternative payment arrangements will be advised.
All payment and reservation communication will come through Cruise Express. Suppliers will never contact you directly requesting payment. If this occurs, please ignore the request and contact us immediately.
Cruise Express will only request payment via direct deposit or arrange credit card payment directly with you. We will never ask you to provide credit card details in the body of an email. If in doubt, please phone us before making payment.
Pricing
Cruise Express reserves the right to vary prices prior to final payment in the event of significant movements in foreign exchange rates, fuel levies, taxes, price increases from suppliers or for any other reason beyond its control. We will use reasonable endeavours to notify you of any price changes as soon as practicable. NB: Listed prices do not imply that the same or similar product may or may not be available at a lower price if obtained via another source. The rates of accommodation and insurance are set to include the payment to suppliers, as well as costs of any/all; research, inspection, brochure preparation, printing and distribution, internet downloads, advertising, reservations, telephone calls, postage, bank charges, currency transfers, documentation, courier fees and remuneration to booking agents. Receipt of your deposit signifies your acceptance of the price offered and acknowledgment of these normal commercial expenses.
We reserve the right to correct any quotation, invoice or pricing error, including any obvious or manifest error, at any time prior to travel. In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to correct the mistake.
Fees
Cruise Express charges Professional Fees for certain bookings and services as reimbursement for travel advisory services provided. Please refer to our Professional Service Fees for full details.
All professional fees, consultation fees, planning fees, amendment fees and cancellation fees charged by Cruise Express are non-refundable once incurred, regardless of whether travel proceeds, subject to your rights under the Australian Consumer Law.
Suppliers may also charge cancellation and amendment fees in accordance with their relevant Supplier Terms and Conditions.
Deposits
Please refer to your individual booking confirmation for details of how much deposit is due and when payment is required. Amounts and timelines vary from supplier to supplier. These deposits may be non-refundable or subject to cancellation or amendment fees. Cruise Express reserves the right to charge a non-refundable deposit in addition to any that the suppliers require.
Cancellations, Amendments and Refunds
Amendments
If you wish to change a booking prior to final payment, Cruise Express reserves the right to pass on any amendment fees charged by the Airlines/Cruise Lines/Hotels/Wholesalers/Tour Operators or other travel service providers plus a standard travel amendment fee of (a minimum) $55 plus the amendment fees of each individual service provider. Airfare amendment fees are clearly outlined on your individual booking confirmation. Amendments made after final payment may not be permitted by the supplier. Please refer to our Professional Service Fees for full details.
Cancellations and Refunds
Your entitlement to any refund will depend on the relevant Supplier Terms and Conditions, which will apply subject to any rights you may have under the Australian Consumer Law. We strongly recommend that you read and understand these Booking Terms and Conditions and all relevant Supplier Terms and Conditions, before making the booking. Your booking may be non-refundable.
In most instances, deposits are non-refundable and cancellation fees will be charged if you cancel or terminate your holiday earlier than expected, for whatever reason. Airline and cruise refunds may take up to 120 days or longer for processing.
Refunds for cancelled bookings will not be paid to the client until the supplier funds have been received by Cruise Express.
All professional fees, consultation fees, planning fees, amendment fees and cancellation fees charged by Cruise Express are non-refundable once incurred, regardless of whether travel proceeds, subject to your rights under the Australian Consumer Law.
In addition, Cruise Express reserves the right to charge 10% of your booking as an advisory fee in the case of cancellation, even for refundable booking items.
Requesting a Refund
Where applicable, the booking and advisory services we supply include assistance with refunds. Subject to any restrictions in Supplier Terms and Conditions, you can make a request for a refund from a Supplier by contacting us.
The deadline advised by Cruise Express for requesting a cancellation or refund may be earlier than the supplier’s deadline. This allows sufficient time for us to process and submit your request in accordance with the supplier’s requirements, which may be complex and time-consuming.
If your refund request is granted by the Supplier, the amount of refund will be the amount paid minus any fees charged by Cruise Express (see our Professional Service Fees) and fees charged by the Supplier in accordance with the relevant Supplier Terms and Conditions.
If the Supplier is required to or otherwise agrees to provide you with a refund for the Travel Product, we will facilitate the refund between the Supplier and you. Once we have received the refund from the Supplier, we will pass it on to you as soon as practicable.
No Shows
If you have a booking with us in relation to a travel product but you fail to check-in or otherwise do not avail yourself of the Travel Product, you may not be entitled to any refund from us, subject to any rights you may have under the Australian Consumer Law.
Passports, Visas and Health
It is solely your responsibility to ensure that you hold valid passports, visas, health documentation, vaccination certificates and all other required travel documents.
Passports
To comply with the majority of countries’ regulations, your passport should be valid for six (6) months after your planned date of return to Australia.
Visas
Cruise Express does not generally assist with obtaining visas, electronic travel authorities or mandatory travel declarations. We are happy to provide you with information pertaining to which countries on your journey will require visas and to direct you to consulates, embassies, official websites and visa services, but we will not process the applications for you.
Health
Some countries have certain health requirements which must be met before you will be permitted to enter the country. For some parts of the world there are recommended precautions you should take. Please check with your Doctor prior to departure.
Travel Insurance
The Australian Department of Foreign Affairs & Trade strongly recommends that all Australian travellers consider taking out travel insurance. Travellers without travel insurance are personally liable for covering any medical and associated costs they incur. The Australian Government will not pay for your medical treatment overseas or medical evacuation to Australia or a third country. Please refer to DFAT Travel Insurance for more information. Travel Insurance may protect you against cancellation fees if you cancel your holiday due to unforeseen (unavoidable) circumstances. Cruise Express considers it essential that you have adequate Travel Insurance cover for personal accident, loss of baggage and illness.
We are happy to provide travel insurance information and obligation-free quotes for you, however you should personally read all policies carefully to ensure the cover you decide upon is adequate for your needs and you fully understand the terms and conditions of the policy.
DFAT Warnings
It is recommended that all Australian travellers register their personal details with the Department of Foreign Affairs (DFAT) prior to any international travel. For reasons of political unrest, acts of war or terrorism or natural disasters in certain parts of the world the Australian Government in conjunction with various other worldwide bodies may decide to issue a Government Travel Advisory warning to Australia passport holders not to travel to that country. In these instances, whilst travel to some countries is not advisable and some clauses of the travel insurance coverage may not apply, we appreciate that some clients may still need to travel to these areas. Cruise Express is prepared to make these bookings on our clients’ behalf, however we do so without responsibility or liability. Up-to-date information is available on the DFAT warnings.
Privacy Policy
You acknowledge and agree that we may disclose some or all of your personal information as outlined in our Privacy Policy. The terms of our Privacy Policy are incorporated into these Booking Terms and Conditions.
Jurisdiction and Governing Law
All matters arising out of or in connection with the use of our website and all of these Booking Terms and Conditions are governed by the laws of New South Wales, Australia. By accessing this website, and by acquiring the booking and advisory services of Cruise Express, you irrevocably and unconditionally consent and submit to the exclusive jurisdiction of New South Wales, Australia.
Last updated: 27 October 2026