About Collette

Terms and Conditions effective 5 November 2024*

*If you booked prior to 5 November 2024, please contact your booking agent.

1. Booking Conditions

These booking conditions, together with our privacy policy, and any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Collette Pty Ltd (ACN 600 161 671) of L16, 175 Pitt Street, Sydney, NSW, 2000 Australia (‘we’ or ‘us’). Please read them carefully as they set out your respective rights and obligations. References to ‘you’ and ‘your’ include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is transferred. 

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that: 

• He/she has read these terms and conditions and has the authority to and does agree to be bound by them;

• He/she consents to our use of information in accordance with our privacy policy; and

• He/she is over 18 years of age and resident in Australia and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.

2. Making A Booking And Paying For Your Holiday 

When you confirm your booking you must pay the applicable deposit or full payment detailed in the table below.  If the arrangements you wish to book are available we will issue a confirmation invoice and send this to you or your travel agent. A binding contract will come into existence between you and us as soon as we have issued you with this confirmation invoice. Upon receipt, if you believe that any details on the confirmation invoice (or any other document) are wrong you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within 10 days of us sending it out (5 days for tickets). 

The balance of the cost of your arrangements is due in accordance with the table in section 3 below. If we do not receive all payments in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in the tables in section 6 below will become payable.

In the case of international payments you must ensure that the full Australian dollars amount is received by us after all bank charges have been levied. 

3. Deposits & Balances 

Further to section 2, in order to confirm your chosen arrangements, you must pay a deposit. The deposit payable and the time that the balance of the cost of your arrangements (including any surcharge where applicable) will become due will vary depending on the holiday you book.

Land Package Deposit

• A $395 non-refundable deposit is due with your land only reservation.

• For Antarctica and Cruises only reservations, a non-refundable $695 deposit is required. An additional $1,000 is due 180 days prior to departure for Antarctica.

 

Flex Air Inclusive Package Deposit

• An $895 non-refundable deposit is due with your air inclusive reservation.

• Additional $500pp for the air portion of the package is for each ticket issued (on-tour air excluded from this requirement)

 

• For Antarctica and Cruise air inclusive reservations, a non-refundable $1195 deposit is required. An additional $1,000 is due 180 days prior to departure for Antarctica.

 

Instant Purchase Air

• If you have selected Instant Purchase Air, the deposit required is the full cost of the airfare plus the land package deposits noted above, all of which is non-refundable.

 

• Instant Purchase Non-refundable Airfare includes round trip airport /hotel transfers (excluding pre or post days and extensions). Instant Purchase, Non-refundable Airfare requires full payment at the time of booking. Tickets will be issued immediately and, once issued are non-refundable, may only be changed for a fee up to $300 plus any difference in airfare for travel in the following 12 months; specific fees and policies may vary by airline. These tickets include an administration fee and round trip airport to hotel transfers of which both hold no airline reissue value. Once issued, there can be no fluctuation in price due to an increase in government taxes or in airline fuel surcharges.

 

Final Payment

The balance is due 90 days before departure on all tours, except cruises, Antarctica and Galapagos. The balance is due 120 days before departure for cruises, Antarctica and Galapagos. Payment may be made by Direct Credit, bank account details on invoice, charging to clients’ MasterCard, Visa, (card imprint and signature required) or by sending a cheque or money order. All land rates are guaranteed upon deposit.

 

TRAVEL PROFESSIONALS PLEASE CONTACT: 

Retail phone: 0800 800 219 Email: nzsales@collette.com

Groups phone: 0800 800 219 Email: NZgroups@collette.com

PLEASE SEND CHEQUE OR MONEY ORDER TO: 

Collette, L16, 175 Pitt Street, Sydney, NSW, 2000, Australia

THE PRICE OF YOUR HOLIDAY

The price of your travel arrangements has been calculated using exchange rates as at the date of advertisement of the holiday. 

We will make all reasonable efforts to ensure the prices advertised are correct and up-to-date. However, we reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. The price of your confirmed holiday is subject at all times to changes in transport costs such as fuel, scheduled airfares and any other airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport provider; to cost changes arising from government action such as changes in GST or any other government imposed changes; and to changes in currency exchange rates and to dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports any or all of which may result in a variation of your holiday price. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of $25 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the options set out in section 8 below. There will be no change made to the price of your holiday within 30 days of your departure nor will refunds be paid during this period.

4. Cutting Your Holiday Short

If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with your insurer.

5. Changes By You

If you wish to alter your booking after your holiday has been confirmed, we will try to make the necessary arrangements provided we receive written confirmation of the change from the person who signed the booking form, or your travel agent, before the date on which the final balance of the cost of your holiday is due. If you are prevented from travelling it may be possible to transfer your booking to another suitable person provided that written notice is given no later than 28 days before you are due to depart.

Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Changes and transfers will be subject to an administrative fee as well as any applicable rate changes or extra costs reasonably incurred by ourselves and any costs or charges reasonably incurred or imposed by any of our suppliers in order to facilitate the change or transfer. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable, in accordance with section 6.

6. If You Cancel

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing or by email by us at our offices. If cancellation is confirmed prior to 24 hours before date of departure, your non-refundable deposit will be retained. If cancellation is confirmed within 24 hours of date of departure full payment will be retained.

* Instant Purchase air and its associated taxes, fees and surcharges are 100% nonrefundable at time of reservation. 

Upon cancellation of transport or travel services where you, the customer, are not at fault and have not cancelled in violation of the terms and conditions above, you will be refunded 100%. 

Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above. 

You may be able to reclaim these charges (less any applicable excess) under the terms of your insurance policy. We will deduct the cancellation charge(s) from any monies you have already paid to us. If some, but not all party members cancel, additional charges may be payable by the remaining members, e.g. under occupancy charges or single supplements. No allowance or refund can be made for your meals, rooms, excursions etc., included in the price of your tour but not taken, nor can any refund be made for lost, mislaid, or destroyed travel tickets or vouchers.

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days before departure and you pay an amendment fee of $25 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us. If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

7. Alterations And Cancellations By Us

Occasionally, we may have to make changes to or cancel your holiday arrangements and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you or your travel agent of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 60 days before your departure date, except for reasons of force majeure (as defined in Section 13) or failure by you to pay your final balance. Most changes will be minor and we will advise you or your travel agent of them at the earliest opportunity. Your rights vary depending on whether we make a ‘minor’ or ‘major’ change. 

Examples of “minor changes” include the following when made before departure. Any change in the identity of the carrier(s), flight timings, and/or aircraft type is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. Examples of “major changes” include the following when made before departure; a change of accommodation area for the whole or a major part of your holiday, a change of accommodation to that of a lower official classification for the whole or a major part of your holiday, a change of outward departure time or overall length of your holiday of 12 or more hours, the closure of the only or all advertised swimming pool(s) at your accommodation for an extended period and, in the case of tours, a significant change of itinerary missing out one or more major destination substantially or altogether. 

If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of i) (for major changes) accepting the changed arrangements ii) having a refund of all monies paid or iii) accepting an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. 

If we make a major change or cancel, less than 60 days before departure, we will also pay compensation as detailed in section 8 below. 

8. Compensation For Major Changes & Cancellations

We reserve the right to cancel or reschedule any holiday departure in accordance with operational requirements or circumstances beyond our control. If a holiday is cancelled prior to the scheduled departure date, our only responsibility will be to refund the amount received for the reservation. Wherever possible, we will offer the same holiday with a different departure date, or an alternative similar holiday. If there is a difference in cost, it will be your expense. For air-inclusive holidays, we will try to confirm air schedules for the selected new dates, subject to availability. We are not responsible for any additional costs or fees relating to the issuance and/or cancellation of air tickets or other travel arrangements not made through us.

The compensation that we offer does not exclude you from claiming more if you are entitled to do so. We will not pay you compensation where we make a major change or cancel more than 60 days before departure or in the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. All holidays operate subject to a minimum number of bookings. We will not, however, cancel for lack of numbers less than 60 days before departure.

Very rarely, we may be forced by “force majeure” (see section 13) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.

9. Passports, Visas & Health Requirements

Passport and visa requirements vary depending on your destination. The information which we provide is for guidance only, and we cannot accept any liability. We recommend that you contact the relevant consulate to check any restrictions that may apply. Requirements do change and you must check the up to date position in good time before departure. Please contact your doctor for advice on health requirements. It is your responsibility to ensure that you have a proper passport and visa and that no personal circumstances such as a criminal offence or travel to another country will affect your individual visa requirements, and that you have the required vaccinations to gain entry to any country which you are visiting. 

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting.

Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports.

Up to date travel advice can be obtained from the Department of Foreign Affairs and Trade, visit www.mfat.govt.nz or www.safetravel.govt.nz

For further information contact the New Zealand Passport Office www.passports.govt.nz

If you fail to take the necessary steps, we have no liability to you and you will have to pay us any costs which we incur through helping you because of such failure on your part. Further, we are not liable to you for any illness or discomfort you suffer through failure to have required vaccinations or to follow medical advice. 

10. Single Traveller Occupancy

We levy a single traveller supplement for those travelling on their own because our contract with hotels is based on a price per room, whilst our holidays are sold per person including flights and other elements. Therefore, the per person price for a single traveller includes the entire room cost. It is not our intention to penalise anyone who is under occupying the accommodation we provide and we certainly do not make additional or excessive profits from these sales: the price we charge merely reflects the real cost to us. If a hotel is able to offer accommodation designed for single occupancy only, we will normally charge a reduced supplement, considerably smaller than the one we apply when a single traveller occupies a double room. Allocation of rooms is at the discretion of each individual hotel and not something that we can influence. 

11. Dealing With Complaints

We will make every effort to make your holiday as enjoyable and trouble free as possible. Most problems can be sorted out straight away if we know about them. If you have a complaint, you must advise our representatives straight away and the supplier of the service(s) in question. Any verbal notification must be confirmed in writing as soon as possible. You may also contact us directly using the emergency telephone number enclosed with your travel documents. That number will put you in touch with one of our employees who will take all reasonable steps to help you. 

If you feel that a complaint has not been dealt with satisfactorily, you must write within 28 days of your return from holiday to: Customer Services Department, Collette, L16, 175 Pitt Street, Sydney, NSW, 2000, Australia, quoting your booking reference number. We will need to investigate your complaint. An acknowledgement shall be sent no later than 14 days from the date of receipt of correspondence. A detailed reply, or a reply containing a detailed explanation for any delay, shall be sent no later than 28 days from the date of receipt of correspondence. The final date for dealing in full with such correspondence shall be 56 days from the date of receipt of that correspondence. Failure to follow the procedure set out in this section may reduce or even extinguish any right which you may have to compensation. 

12. Behaviour

You must not behave in a way which may cause distress or annoyance to others. If, in our opinion or the opinion of any airline personnel, accommodation manager or other person in authority, you are behaving in such a way as to cause danger, distress or annoyance to others or damage to property, your holiday arrangements may be terminated by us or the supplier concerned. In this situation, our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will not be responsible for making any refunds, paying any compensation or meeting any costs or expenses you incur as a result. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.

13. Force Majeure 

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the relevant supplier(s) control. Advice from the Department of Foreign Affairs and Trade to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Department of Foreign Affairs and Trade.

14. Liability

To the fullest extent permitted by law, we exclude any liability for any loss, death, injury or damage which you may suffer (directly or indirectly) in connection with or arising out of your participation in a holiday that is caused or contributed by:

• The act(s) and/or omission(s) of the person(s) affected;

• The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; 

• Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or

• An event which either ourselves, our employees, agents or suppliers and subcontractors could not, even with all due care, have foreseen or forestalled.

You release us and our officers, employees, agents and representatives from any liability and expressly waive any claims you may have against us arising out of or in connection with your participation in a holiday.

To the fullest extent permitted by law, any condition or warranty which would otherwise be implied by law into these booking conditions (Implied Warranty), is excluded.  Our liability in respect of an Implied Warranty is limited to (in our absolute discretion): (i) providing you with credit for a holiday of an equivalent value; or (ii) a refund of the total amount received by us from you in connection with your booking.

15. Prompt Assistance In Resort

If the contract we have with you is not performed or is improperly performed as a result of failures attributable to a third party unconnected with the provision of the services, or as a result of failures due to unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which we or our suppliers, even with all due care, could not foresee or forestall, and you suffer an injury or other material loss, we will offer you such prompt assistance as is reasonable in the circumstances.

16. Conditions Of Suppliers

Many of the services which make up your holiday are provided by independent suppliers.  Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.

17. Delays And Other Travel Information

If you or any member of your party miss your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

Where you experience a delay which is not owing to any failure by us, we will use reasonable endeavours to assist in locating refreshments, accommodation and communications but we will not pay for them on your behalf. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them.

Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. 

We cannot accept liability for any delay which is due to any of the reasons set out in section 13 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).

The carrier(s), flight timings and types of aircraft shown in this brochure or on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be despatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.

This brochure is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements. 

18. Special Requests

Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing. Whilst every effort will be made by us to try and arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. We will inform the relevant supplier of such request. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. We do not accept bookings that are conditional upon any special request being met

19. Disabilities And Medical Problems 

We are not a specialist disabled holiday company, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen arrangements. We may require you to produce a doctor’s certificate certifying that you are fit to participate in the tour. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

20. Advance Passenger Information

A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft before the aircraft leaves the country of origin. The data will be collected either at the airport when you check in or in some circumstances when, or after you make your booking. Accordingly, you are advised to allow extra time to check in for international flights.

21. DFAT Advice

You are responsible for making yourself aware of warnings issued by the Department of Foreign Affairs and Trade in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Department of Foreign Affairs and Trade to avoid or leave a particular country may constitute Force Majeure (see section 14).

22. Law & Jurisdiction

These booking conditions and any agreement to which they apply are governed in all respects by the laws of New South Wales, Australia. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of New South Wales only. 

23. Accuracy Of Prices & Information

We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.

24. Insurance

We strongly advise you to purchase travel insurance to protect you should unforeseen circumstances (e.g. illness, injury, accident, or other medical emergency) arise during your holiday. You should ensure that this insurance fully covers all related costs for the duration of your travel, including, but not limited to, medical expenses, ambulance and evacuation costs and repatriation. Please contact us for details on appropriate travel insurance coverage for your holiday. We are not responsible for any such costs regardless of the cause.

25.  Baggage Disclaimer

Although every effort is made to handle passengers’ luggage as carefully as possible, Collette is not responsible for and does not assume liability or accept claims for loss of or damage to luggage due to breakage, theft or wear and tear through hotel and group carrier handling. It is recommended for your own self interest and protection that you have adequate insurance to cover these eventualities. Check with your sales agent for low cost insurance to cover these risks.

26.  Checked Baggage Charges

Some airlines may impose additional charges if you choose to check any baggage. Please contact your airline or refer to its website for detailed information regarding your airline’s checked baggage policies.

27. Holiday & Museum Closures 

Museum visits and personal shopping time may be disrupted due to unforeseen circumstances or many religious, state and local holidays observed throughout the world. 

28. Motorcoach Washrooms

Most coaches used on our tours are equipped with washrooms (except safari vehicles, exotic locations, and some of our Explorations tours). These are typically for emergency use, as we make plenty of comfort stops, allowing you the opportunity to use public restrooms and/or stretch your legs.

29. Pre-Paid Tipping

To make budgeting easy and remove the hassle of carrying small change, you can add a package for tipping to your booking. This will cover customary tips for your tour manager, driver, local guides and porterage. It equates to approximately $11 per person per day and is available up to 45 days prior to the tour.

30. Collette Compass App

Precise Location in Background: The Collette Compass app collects location data to display the real-time risk alerts and personalised assistance notification features, even when the app is closed and not in use. This option can be changed later by going to the device settings.