These Terms & Conditions apply to your use of the Fly & Relax website and to travel services arranged by Fly & Relax.

Fly & Relax is an Australian-owned travel company providing and arranging travel services including flights, hotels and accommodation, cruises, group tours, family holidays, holiday packages and customised travel itineraries.

By using our website, requesting a quote, making a booking or purchasing a travel service through Fly & Relax, you agree to these Terms & Conditions.

1. About Fly & Relax

Fly & Relax operates as a travel service provider and, where applicable, as an intermediary arranging travel products and services provided by third-party airlines, accommodation providers, cruise operators, tour operators, destination management companies, wholesalers and other travel suppliers.

The travel services we arrange may be provided directly by third-party suppliers. The supplier’s own terms and conditions, booking conditions, cancellation policies and other applicable rules may also apply to your booking.

Where there is a conflict between these Terms & Conditions and a supplier’s specific terms relating to a particular travel product, the supplier’s terms may apply to that particular product to the extent permitted by law.

2. Website use

You may use this website for lawful personal and travel-related purposes.

You must not:

• use the website for an unlawful purpose;
• provide false, misleading or incomplete information;
• attempt to gain unauthorised access to the website or its systems;
• interfere with the operation or security of the website;
• reproduce, copy or commercially exploit website content without our permission; or
• use the website in a manner that could damage Fly & Relax or another person’s rights.

We may update, modify, suspend or withdraw parts of the website without notice where reasonably necessary.

3. Travel enquiries and quotations

Information provided through the website, including advertised prices, itineraries, availability and travel inclusions, may change before a booking is confirmed.

A quotation is not necessarily a confirmed booking.

Unless expressly stated otherwise, prices are subject to availability and may change until the applicable travel supplier has confirmed the booking and any required payment has been received.

A quotation may also be subject to conditions such as:

• availability;
• fare or rate changes;
• currency fluctuations;
• supplier conditions;
• taxes, fees and surcharges;
• minimum passenger numbers;
• booking deadlines; and
• changes to the requested itinerary.

We will advise you of applicable charges and conditions before or at the time of booking where reasonably practicable.

4. Making a booking

A booking is confirmed only when Fly & Relax or the relevant travel supplier has confirmed the booking and the required payment has been received or otherwise authorised.

Depending on the product, a booking may be subject to additional supplier terms, fare rules, deposit requirements, payment deadlines and cancellation conditions.

You are responsible for checking the booking details provided to you, including:

• passenger names;
• dates;
• destinations;
• flight details;
• accommodation;
• room types;
• tour details;
• inclusions and exclusions;
• baggage allowances;
• transfers;
• special requests; and
• other itinerary details.

You should notify us as soon as possible if any information is incorrect.

5. Passenger names and personal details

You are responsible for providing accurate passenger information.

Passenger names must generally match the relevant passport or travel document.

Incorrect names, dates of birth, passport information or other passenger details may result in additional charges, restrictions or cancellation by the supplier.

Any fees charged by airlines, hotels, cruise operators, tour operators or other suppliers for correcting passenger information may be payable by you.

6. Prices and payments

Prices may be displayed in Australian dollars unless otherwise stated.

The total price payable may include the travel product price, taxes, government charges, supplier fees, booking fees and other applicable charges.

Payment methods available to you will be advised during the booking process or by Fly & Relax.

A booking may not be issued or confirmed until the required payment has been successfully received.

Where a payment is made to Fly & Relax for a travel service supplied by another provider, Fly & Relax may use the payment to arrange and pay the relevant supplier or wholesaler in accordance with the applicable booking arrangements.

7. Credit card and payment surcharges

Where applicable, payment surcharges may apply depending on the payment method used.

Any applicable surcharge will be disclosed before payment where required.

8. Changes and cancellations requested by you

If you request a change or cancellation, we will advise you of the applicable conditions and charges where reasonably practicable.

Cancellation or amendment charges may be imposed by:

• airlines;
• hotels and accommodation providers;
• cruise operators;
• tour operators;
• wholesalers;
• destination management companies;
• insurance providers; or
• other travel suppliers.

Fly & Relax may also charge an applicable service or administration fee for changes, cancellations or other services where the fee has been disclosed to you.

Supplier cancellation and amendment fees may apply in addition to any Fly & Relax service fee.

Some travel products may be non-refundable, non-transferable or non-changeable.

9. Airline tickets and air travel

Airline bookings are subject to the applicable airline’s fare rules and conditions of carriage.

Airfares may include restrictions relating to:

• refunds;
• changes;
• cancellations;
• baggage;
• seat selection;
• meals;
• frequent flyer benefits;
• ticket validity;
• flight changes; and
• other services.

Flight schedules are subject to change by the airline.

Fly & Relax is not responsible for airline schedule changes, delays, cancellations, denied boarding, baggage issues or other airline operational matters, except to the extent required by law or where those matters are caused by Fly & Relax.

Where an airline changes or cancels a flight, Fly & Relax will assist with the available options in accordance with the airline’s applicable policies and the law.

10. Accommodation

Accommodation is provided by the relevant hotel or accommodation provider and is subject to its conditions.

Room availability, facilities, check-in requirements, deposits, resort fees, local taxes and other charges may vary between properties.

Hotel photographs and descriptions are provided for general information and may not represent the exact room or facilities allocated to you.

Special requests such as adjoining rooms, particular views, bedding configurations or early check-in are requests only unless expressly confirmed.

11. Cruises, tours and packages

Cruises, tours and holiday packages may be subject to additional terms imposed by the relevant supplier.

These may include requirements concerning:

• passports and visas;
• health or vaccination requirements;
• minimum age;
• mobility requirements;
• deposits;
• cancellation;
• travel insurance;
• baggage;
• excursions;
• transfers;
• passenger documentation; and
• supplier-specific conditions.

The terms applicable to the relevant supplier will be provided or made available where reasonably practicable.

12. Travel documents, passports and visas

You are responsible for ensuring that you have valid travel documents and meet the entry and transit requirements applicable to your journey.

This may include:

• passports;
• visas;
• electronic travel authorisations;
• transit visas;
• permits;
• vaccination certificates;
• health documentation; and
• other required documents.

Travel requirements can change and may vary according to your nationality, destination, transit points and circumstances.

Fly & Relax may provide general information about travel requirements, but unless expressly agreed otherwise, you remain responsible for confirming the requirements applicable to you with the relevant government authorities, embassies, consulates or other official sources.

13. Travel insurance

We strongly recommend that customers consider appropriate travel insurance before travelling.

Travel insurance may provide cover for matters such as cancellation, medical expenses, baggage and travel disruption, depending on the policy.

You are responsible for reviewing the policy wording, exclusions, limits and conditions before purchasing insurance.

Fly & Relax does not guarantee that any particular insurance policy will cover your circumstances.

14. Special requests and accessibility requirements

If you have a disability, medical requirement, dietary requirement, mobility requirement or other special travel need, you should tell us before booking where possible.

We will communicate relevant requests to the applicable supplier where reasonably practicable.

A special request is not guaranteed unless it has been expressly confirmed by the relevant supplier.

15. Supplier responsibility

Travel products and services may be supplied by independent third parties.

Those suppliers are responsible for providing their respective travel services in accordance with their applicable terms and legal obligations.

Where a supplier is responsible for a travel service, Fly & Relax will generally assist with communication and reasonable coordination with the supplier.

This does not limit any rights you may have against Fly & Relax or the relevant supplier under applicable Australian law.

16. Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other applicable law.

Where the Australian Consumer Law or other applicable law provides you with rights or remedies, those rights and remedies continue to apply.

17. Events outside our control

Fly & Relax is not responsible for loss, delay, cancellation, disruption or additional costs caused by circumstances beyond our reasonable control, including where applicable:

• natural disasters;
• severe weather;
• pandemics or epidemics;
• government restrictions;
• border closures;
• industrial disputes;
• strikes;
• war or civil unrest;
• terrorism;
• technical failures;
• airline or supplier operational issues;
• airport closures; or
• other events beyond our reasonable control.

Where such an event affects your travel arrangements, we will provide reasonable assistance and communicate available options, subject to supplier conditions and applicable law.

18. Website information

We take reasonable care to ensure information published on our website is accurate and current.

However, travel prices, availability, schedules, inclusions, government requirements and supplier information can change.

We do not guarantee that all website information will always be complete, current or error-free.

19. Third-party websites and services

Our website may contain links to third-party websites or services.

Those websites are operated independently of Fly & Relax and may have their own terms and privacy policies.

We are not responsible for the content, availability, security or practices of third-party websites.

20. Intellectual property

Unless otherwise stated, the content of this website, including text, graphics, logos, photographs, designs and other materials, is owned by or licensed to Fly & Relax and is protected by applicable intellectual property laws.

You must not reproduce or commercially use our content without our prior written permission.

21. Privacy

Fly & Relax collects, uses and handles personal information in accordance with our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and disclose personal information and how you can contact us about privacy matters.

22. Complaints and assistance

If you have a concern regarding a booking or service arranged through Fly & Relax, please contact us as soon as possible.

We will seek to understand the issue and, where appropriate, liaise with the relevant supplier to assist in resolving it.

23. Governing law

These Terms & Conditions are governed by the laws applicable in New South Wales, Australia, unless another law is required to apply.

You agree to submit to the jurisdiction of the courts of New South Wales and the Commonwealth of Australia, subject to any rights you may have under applicable consumer protection laws.

24. Changes to these Terms & Conditions

Fly & Relax may update these Terms & Conditions from time to time.

The updated version will be published on our website with the applicable update date.

The terms applying to a confirmed booking will not be changed retrospectively in a manner that removes rights you have under applicable law.