Refund Policy

Delivery and Refunds

Delivery and Refunds

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:

1. All refund requests from the customer are subject to Travello's refund conditions.
2. Travello’s refund conditions can be protected if ‘Refundable Booking’ is purchased on orders.

Standard Cancellation Terms

It is Travello Pty Ltd's company policy that all bookings without ‘Refundable Booking’ are non-refundable. This Refund Policy applies to any product, tour, activity or attraction booked on Travello, Backpacker Deals or associated brands and Whitelabel partners, excluding campervans. The following terms for credit apply:

• If you cancel within the tour operator's terms: the tour operator's cancellation fees apply, and no refund or credit is available
• If you cancel outside the tour operator's terms: customers will be eligible for a store credit only, for 100% of the booking value.
• If the tour operator cancels for weather, maintenance or unforeseen circumstances: customers will be eligible for a store credit only, for 100% of the booking value.

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, excluding campervans.

Travello's Refund Policy, where applicable, overwrites any Operator's Refund Policy in any region. All refunds for any reason, including medical, other than as listed above are at our sole discretion.

Refunds with purchased ‘Refundable Bookings’

Should you have purchased ‘Refundable Bookings’ on checkout, you may be eligible for a refund for the following reasons: Illness/Injury (including Covid), Pre-existing Medical Condition, Pregnancy Complication, Death of Immediate Family, Public Transport Failure, Flight disruption, Mechanical Breakdown, Adverse Weather. Home Emergency, Theft of Documents, Workplace Redundancy, Jury Service, Court Summons, Armed Forces & Emergency Services Recall, Relocated for Work, Changes to Examination Dates.

For ‘Refundable Bookings’ the following terms apply:

• If you cancel within tour operator's terms: customer is eligible for refund if reason is valid and necessary evidence is provided.
• If you cancel outside the tour operator's terms: customer is eligible for refund if reason is valid and necessary evidence is provided.
• If the tour operator cancels for weather, maintenance or unforeseen circumstances: customers will be eligible for a refund if they are unable to reschedule to the available tour dates provided by the tour operator.
• If the reason for cancellation is not valid and/or necessary evidence is not provided, you will not be eligible for a refund and standard terms apply.

All requests will be required to provide the necessary evidence as per the information received post booking. Any declined requests will be notified with reasoning for customer review. Refundable Bookings are not valid for change of mind, booking errors, or no-shows to tours.

Additional Conditions

All cancellation requests must be received by our customer service team by completing the online refund request form – phone, email or chat notification will be not be accepted. 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.

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 Terms

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.

Marketing Permissions

By purchasing with Travello and its subsidiary companies, you are giving consent to receive email marketing and SMS marketing communications. You are free to opt out at any time.