All our Services are provided electronically. Members can set up an account after agreeing to Member terms and make a purchase to receive receipt and delivery of an electronic voucher for the purchase of their Services. You can also make a purchase as a guest user from our website but you will be bound by the same member's terms and conditions.
We handle returns and process refunds in accordance with the Australian Consumer Protection legislation.
Travello's general refund terms are below:
It is Travello Pty Ltd's company policy that no refunds will be offered for any reason, if the refund request is sent to Travello within 24 hours of the tour departure time. This Refund Policy applies to any product, tour, activity or attraction booked on Travello, Backpacker Deals or associated brands and Whitelabel partners.
If the customer cancels the tour/booking within 72 hours of the departure and greater than 24 hours prior to the departure, Travello will provide Travello credit to the value of the relevant booking purchase to the customer. This Travello credit will be provided in the form of a unique code and can be used on any attraction, product, tour or activity across all Travello & Backpacker Deals platforms. This unique code has a 6 month expiry from the date of issue.
Full cash refunds will only be honoured when the cancellation request has been sent by the customer in excess of 72 hours from the time of departure of the subject tour or if the tour is cancelled by the operator.
If a refund is requested by the customer prior to 72 hours before departure time, Travello will adhere to the Tour Operator's Terms and Conditions and Refund Policy.
Notifications of intent to change or cancel which are made out of office hours are deemed to be received at the time when the office next opens.
Travello's Refund Policy, where applicable, overwrites any Operator's Refund Policy in any region. Where there is overlap between the Operator and Travello Refund Policies - the Travello Pty Ltd Refund Policy will be enforced.
All refunds for any reason, including medical, other than as listed above are in our sole discretion.
Please note if you are using an international credit card, Travello will process a refund in the currency you had purchased the vouchers. We will not be responsible for any currency exchange rates fluctuations or bank fees charged by your bank.
Any change to the date of your booking of the tour/service is dependent on the availability and individual tour operator terms. There are NO REFUNDS on any lost, expired vouchers or in the event you do not attend, miss or are late for the activity or services.
By purchasing, you agree to reconfirm your booking and pick up time prior to departure as per the details on the order's booking voucher.
Campervan orders have their own terms as listed on the campervan website. Strictly no cancellations within 24 hours of pick up.
Best Price Guarantee
All best price guarantees are subject to review and Travello Pty Ltd's discretion.
By purchasing with Travello and it's subsidiary companies, you are giving consent to receive email marketing and SMS marketing communications. You are free to opt out at any time.