Terms & Conditions

Terms & Conditions

Please read these booking conditions carefully, as they apply to all bookings accepted by Crooked Compass Pty Ltd ACN 608 054 646 (Crooked Compass). Crooked Compass is not itself a transport  carrier, tour, event or accommodation provider and acts only as an agent for those service providers. By making a booking you accept these terms and conditions.  We reserve the right to amend these terms and conditions from time to time.

How to book

Please call our reservations line on 1300 855 790 or contact your travel agent who will request a reservation on your behalf. All requests for reservations are subject to availability. Any special requests will be made on a request basis only. Crooked Compass cannot guarantee special requests nor will it assume any responsibility or liability if passengers' special requests are not fulfilled. All reservations are subject to cancellation if relevant payments are not received by the due date specified in the booking details.

Prices

All rates are in Australian dollars and include GST where applicable but exclude any other taxes such as airline taxes. In the unlikely event of price increases from our suppliers, taxes, drop in exchange rate of more than 5% or a reduction in numbers of passengers travelling below the minimum passenger numbers, Crooked Compass reserves the right to pass on these increases in costs to passengers. This may occur with or without warning to the passengers. In the unlikely event that a tour fails to attract the minimum passenger numbers, the tour may be cancelled at the discretion of Crooked Compass. Crooked Compass may also cancel, at its discretion, any tour for operational or other reasons. If a tour is cancelled, monies already paid by passengers will be refunded or credited towards future travel, at your choice. Crooked Compass will not be responsible for any other travel arrangements affected by, or costs imposed because of, our cancellation.

Crooked Compass reserves the rights to correct any errors in rates quoted or calculated, or any omissions made at any time during your booking. Any verbal quote given is an indication only of the final price and is subject to confirmation in writing.

Pricing Validity

Itineraries and prices advertised are based on exchange rates as at 1 October 2018. Crooked Compass reserves the right to make alterations to itineraries and prices due to circumstances beyond their control, including a drop in exchange rate of more than 5%.  Once a customer has paid in full, the price of the tour is guaranteed, subject to any tax changes or levies imposed by any government or their agencies or any airline.

Deposits

A non-refundable deposit of $1000 per person, per tour, is required to secure your place on each tour within 7 days of booking. For tours that include domestic flights or permits, payment in full for these is required at the time of deposit. Some hotels may require pre-payment in peak seasons. You will be advised of this at time of booking. For bookings under the value of $1000, full payment is required to secure your place. By sending a deposit or full payment you agree to be bound by the terms and conditions set out on this website.

Customised Itinerary Deposits

If you request Crooked Compass to create a customised itinerary tour, you will be required to pay a non-refundable deposit of $250 towards our administration costs of creating your customised itinerary in addition to the deposit referred to above, to be paid within 7 days of booking.

Final Payment

Final payment must be made no later than 60 days prior to travel on your Crooked Compass tour unless otherwise specified. Should you not make your final payment by this deadline, Crooked Compass reserves the right to cancel your place. Regular cancellation fees will apply.

Credit cards

Credit card payments attract a merchant fee which is determined by our merchant facility depending on your card type. Visa, MasterCard and American Express are accepted. International credit cards are accepted with varying merchant fees dependent upon your location.

Cancellations

All cancellations must be received in writing and will be subject to the following cancellation charges from the date the written cancellation is received.

  • More than 60 days prior to departure; loss of deposit and any related permits or airfares plus any administration fees
  • 60 days or less prior to departure; 100% of total tour cost
  • Any 'no show'; 100% of total tour cost.

International or domestic flights that form part of your itinerary, permits and any accommodation that requires pre-payment must be paid for in full at the time of deposit and are non-refundable.  Airline seats are limited, prices are subject to change and not guaranteed until full payment is received.  Flight confirmation is subject to availability.

Please note that employees of any overseas ground suppliers are not authorised to give any guarantees or agreements to customers in respect of refund or any other matters.

The above cancellation fees are in addition to any that may be charged by travel agents, airlines, hotels or other tour operators. Regrettably cancellation charges and fees cannot be waived by Crooked Compass.

Refunds

To the extent permitted by law, no refund is available for cancellations after travel has commenced or in respect of any tours, accommodation, meals or any other services not used by you.

Amendments

The following fees will apply:

  • Amendments to confirmed and deposited itineraries outside of 60 days prior to departure where the value of the booking is decreased - $250 per change, per person (a change to the booking that increases the value will incur no fee)
  • Amendments within 60 days prior of departure - $550 per change per person
  • Reissue of airline tickets - $100 per person (airline and other fees may also apply)
  • Booking of only 3 nights’ accommodation or less - $30 per person
  • Amendments after departure, loss of cancelled services, plus a fee of $50 per person per change.

NOTE: Once a booking is confirmed, name transfers are not permitted as this will be regarded as a cancellation - See 'Cancellation' for applicable fees and details.

Once a tour has commenced, all amendments must be made locally with your guide.

Travel documents

Travel documents are electronic and will be emailed to you or your travel agent approximately 21 days prior to departure (providing full payment and required paperwork has been received). If you are leaving home earlier, please advise us so that we can email your documents before you leave home.

Guaranteed departures

Tours marked as 'Guaranteed Departures' are guaranteed to depart, regardless of passenger numbers. However, we reserve the right to withdraw this guarantee for a force majeure event including but not limited to terrorist attack, travel warning, economic downturn, war, client safety at risk or for operational reasons such as any late cancellation of group parties causing passenger numbers to fall below minimum operating numbers.

Should any tour be cancelled due to minimum numbers not being met or force majeure circumstances as stated above, you will be offered a full refund or a replacement travel option at your choice.

Airport transfers

On tours that offer airport transfers as an inclusion, an airport transfer to/from your hotel will be provided on the arrival and departure day of the tour (within the ground supplier’s operating hours). Flight details must be provided to Crooked Compass. Documentation will not be released until this information is provided. Once transfers are booked, they cannot be changed. Only one inbound and one outbound transfer will be included as a group transfer. In the event of flight delays outside Crooked Compass' control, the transfers will be deemed to be cancelled. All transfers are based on group transfers, and no refund is available for missed transfers or passengers not using the transfer service. Airport transfers are provided as a service to passengers and it is the responsibility of the passenger to ensure that any airport transfer will allow them enough time to connect with their flights. Crooked Compass will not be responsible for any flight delays or cancellations caused by the late arrival or departure of an airport transfer, or for cancellation fees associated with a missed flight. You should make any other transfer arrangements at your own cost.

Airline Fuel Levy Surcharge

Since 2004 all airlines servicing flights have been charging a fuel levy surcharge, on top of the normal airline ticket price, in order to cover the increased cost of aviation fuel. As fuel prices have fluctuated, so too has the amount the airlines charge for this levy. This amount is detailed against every tour featured and will also be advised to you at the time of your booking and is subject to change until your airline ticket is issued.

Product descriptions, maps and photographs

Descriptions of tours, attractions and accommodation provided on this website are based on information provided by hotels and suppliers. Any facilities shown as included may change at any time. Crooked Compass makes no representation as to the standard, class or description of accommodation or services provided by third parties. Maps are shown for general information and do not necessarily reflect actual routings, locations or services provided. Photographs may show places in the general area visited, but not necessarily included in the tour. Many of the images on our website and brochures are supplied courtesy of tourist bureaus, hotels and tour operators. Every effort is made to ensure the accuracy of the information provided to passengers; however, Crooked Compass cannot be held responsible for typographical errors, or errors arising from unforeseen circumstances.

Travel insurance

It is a condition of travel that each passenger is adequately covered by an appropriate travel insurance policy for duration of travel. Please also check the contingencies of your prospective insurance cover and ensure you are aware of its conditions and omissions. We strongly advise travel insurance is taken out at the time of booking to provide full cover.

Health Requirements

All customers are required to familiarise themselves with any health requirements specific to countries being visited. All customers should visit their doctor for these purposes and/or to confirm that they are physically able to undertake the day-to-day requirements of the tour.  You should obtain any required or recommended vaccinations.

Crooked Compass does not employ medical personnel. You must notify Crooked Compass if you have any pre-existing medical conditions that might reasonably be expected to affect the tour arrangements and release Crooked Compass from any liability for anything relating to a pre-existing health condition that may interfere with your tour. Any necessary medical attention will be provided by a local facility at the passenger's expense. Crooked Compass is not responsible or liable for any losses or costs incurred as a result of medical services obtained while on tour, or for the quality of the care or services provided.

Passports and Visas

It is the responsibility of the passenger to have a valid passport (which is valid for at least six months from your last day of travel to the passport expiry date) and all visas, permits and certificates required for the selected tour. Ask your travel agent for further information.  Note that your passport name must match your airline ticket name or you may be denied boarding. Responsibility for documentation accuracy, passport validity and dispatch of documents rests with the customer. Crooked Compass accepts no responsibility for any failure in this respect.

Baggage

Please check with your airline for applicable baggage allowances. Where a tour includes hotel porterage, this includes one standard suitcase per person, and only applies when the passengers are travelling as part of the group. Porterage is not included when passengers check in and out of a hotel at the start and end of a tour. All baggage and personal effects are at all times and in all circumstances at the risk of the tour participant. Baggage insurance is recommended.

Single travel

On group tours, if you are travelling as a single passenger, you can request that we try to match you in a twin share room with another single passenger of the same sex. Should we not be able to match you in a twin share room by the final tour balance payment date, the single room supplement rate will apply.  Should you be matched with another person we cannot be held responsible if the choice is not to your satisfaction. Any twin match must understand that the room must be treated as a non-smoking room unless both parties agree otherwise. Single rooms may be smaller than twin rooms. The Single Supplement represents a fee passed on to us by the hotels for sole use of a room.

Refusal of Carriage

Crooked Compass retains the right to remove customers from our tours for reasons that impact on the enjoyment or safety of other passengers, such as, but not limited to, the physical, medical, mental inability of customers to undertake the arrangements of the holiday, unsocial or unruly behaviour, or the carriage of prohibited substances or materials. Onward travel arrangements will be at the expense of the traveller removed from the tour.

Variations

All possible effort will be made to adhere to the published touring itinerary. Occasionally, circumstances beyond our control will force cancellations, changes, amendments or modifications to the itinerary and its inclusions such as particular events and services. Crooked Compass cannot be held responsible for any omissions or modifications to the itinerary or the inclusions made as a consequence of these changes.

Pre-departure contact

You must provide a telephone number, email or address where you can be reached, if necessary. Documentation will not be released until this information is provided.

Not included in the price

Anything not specifically included in the tour is at your own expense. Tours sold as 'land only' do not include airfares.

Air travel

Air travel is subject to the conditions and limitations set out in the airline's conditions of carriage. Airfares are subject to change at any time.

Booking arrangements

The person making a booking will be deemed to have accepted these booking conditions on behalf of everyone named in the booking. Only the person making the booking is authorised to make changes to or cancel the booking. All communications from us will usually be sent to your travel agent. Your travel agent is responsible for forwarding payments made by you to us.

Australian Consumer Law

You are entitled to certain statutory warranties and protections pursuant to the Competition and Consumer Act (2010) and the Australian Consumer Law. Nothing in these terms and conditions operates to exclude, restrict or modify any provision of the Competition and Consumer Act (2010), the Australian Consumer Law or any equivalent State or Territory legislation.

Recreational Services

Each Crooked Compass Tour includes services that are recreational services for the purposes of section 139A of Competition and Consumer Act (2010) (Recreational Services). You acknowledge and agree that in relation to the supply of any Recreational Services to you, we exclude and will not be held liable for your: (a) death, or (b) physical or mental injury (including the aggravation, acceleration or recurrence of such an injury), or (c) contraction, aggravation or acceleration of a disease, or (d) the coming into existence or the aggravation, acceleration or recurrence of any other condition, circumstance, occurrence, activity, form of behaviour, course of conduct or state of affairs in relation to you that (i) is or may be harmful or disadvantageous to you or to the community or (ii) that may result in harm or disadvantage to you or the community.

 Limitation of liability

To the extent permitted by law, Crooked Compass excludes all liability for any loss or damage whatsoever (including but not limited to physical and psychological injury, and loss or damage to property of whatever nature) that may arise in any way in connection with the offer or supply of goods or services through Crooked Compass or any third parties, or in connection with the supply of such goods or services. If the law implies a condition or warranty that cannot be excluded, Crooked Compass' liability for a breach of the conditions or warranty will be limited as determined by Crooked Compass to the re-supply or payment of the cost of re-supplying the relevant goods or services. Except where otherwise stated within these terms and conditions Crooked Compass excludes liability for any loss or damage that may be caused by cancellation, abandonment, alteration, amendment, modification or termination of the tour.

Events beyond our control

If a tour cannot proceed due to a force majeure event including but not limited to flood, earthquake, war or civil strife, acts of terrorism, hurricane, cyclone, industrial disturbance, strike, fire, lock out, epidemic, failure or delays of scheduled transportation facilities, or other Acts of God, or any law, order, decree, rule or regulation of any government authority, or for any reason whether of a similar or dissimilar nature beyond the control of Crooked Compass, this agreement shall terminate and there shall be no claim for damages by either party against the other.

Where a tour is unable to proceed due to a force majeure event and Crooked Compass is able to procure any refunds of monies paid, Crooked Compass will refund such monies to you or offer an alternative tour, provided that Crooked Compass will first be entitled to deduct its administration costs from any monies refunded.

Destination advice

Crooked Compass makes no representations as to the safety, conditions or other issues that may exist at any destination. You should obtain travel advice, including from the Department of Foreign Affairs and Trade (www.smarttraveller.gov.au).

Complaints procedure

Should you have a complaint while on the tour, you should inform your tour guide immediately or contact the assistance number on your documentation for an immediate response. If the matter cannot be resolved after the tour guide's best endeavours to do so during the tour, your complaint can be made in writing to Crooked Compass.

Crooked Compass will not be held responsible for issues that were not brought to our attention during the course of a tour.

Agent Responsibility

It is the travel agents' responsibility to ensure that all invoice and itinerary details and documentation issued by Crooked Compass are correct and that the customer is aware of amendment and cancellation conditions and other clauses in these booking conditions.

ATAS

Crooked Compass is a member of the Australian Travel Accreditation Scheme (ATAS) which is administered by the Australian Federation of Travel Agents (AFTA). ATAS travel agents have met strict standards and criteria in order to become nationally accredited. Their accreditation means they are the best in the industry, financially viable, credible, well trained and professional businesses. This means you can book your travel knowing you're in the safe hands of a trusted and reputable travel agent. See www.atas.com.au for more information.

Australian and New Zealand Bookings

All components purchased through Crooked Compass' Australian office are protected by a client trust account where monies are held until your departure or the full cost of your services have been paid for by us, whichever is the earlier. This relates mainly to bookings from Australia and New Zealand.

Travel Agents

All clients booking and making payments through a travel agent should satisfy themselves that they are financially protected by the travel agent's own protection scheme, which you should check carefully before purchasing your travel arrangements. Crooked Compass is not financially liable for bookings due to the insolvency of your travel agent.

Law of contract

This agreement shall be governed and interpreted in accordance with the laws of New South Wales, Australia.

Privacy Policy

Crooked Compass is committed to protecting your personal information.  Please review our privacy policy at https://www.crooked-compass.com/privacy-policy.

 

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