Terms of Service

You must create an account to make a booking. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

You must provide accurate, current, and complete information during registration and booking. Inaccurate passport or personal details may result in denied boarding or entry, for which we cannot accept responsibility.

All prices are displayed in Australian Dollars (AUD) and are per person unless otherwise stated. Travel Pearls Pty Ltd is not currently registered for GST; accordingly, no GST is charged on our agency fees. Some travel components supplied by third parties (such as domestic accommodation) may include GST; the applicable tax treatment is reflected in the price displayed.

A booking is confirmed only when payment has been successfully processed and you receive a booking confirmation with a reference code. Availability is limited and subject to change without notice.

We reserve the right to correct pricing errors. If an error is identified after booking, we will contact you to offer the correct price or a full refund.

Deposit payments: Where a deposit option is offered, the deposit secures your booking. The remaining balance must be paid by the due date specified in your booking confirmation (typically 60 days before departure). Failure to pay the balance by the due date may result in cancellation of your booking and forfeiture of your deposit.

Full payments: If you choose to pay in full at the time of booking, the total amount will be charged immediately.

All payments are processed securely through Stripe. We do not store your credit card details on our servers.

As an agent and intermediary, TravelPearls is not liable for the acts, omissions, defaults, or negligence of third-party travel suppliers. This includes but is not limited to: flight delays or cancellations, changes to accommodation, tour itinerary modifications, or service quality issues.

To the maximum extent permitted by Australian Consumer Law, our total liability for any claim arising from or related to our services is limited to the amount you paid for the affected booking.

Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) that cannot be excluded, restricted, or modified by agreement. Under the ACL, our services come with non-excludable statutory guarantees, including that services will be provided with due care and skill, will be fit for any particular purpose that you make known to us, and will be supplied within a reasonable time where no time is agreed.

If we fail to meet a consumer guarantee and the failure can be remedied, you may ask us to remedy it within a reasonable time. If the failure cannot be remedied or is a major failure, you may be entitled to a refund or compensation.

Occasionally, travel suppliers may need to make changes to itineraries, accommodation, or services. Where a significant change occurs, we will notify you as soon as practicable and offer you the choice of accepting the change, transferring to an alternative arrangement (subject to availability), or receiving a refund.

Minor changes (such as changes to flight times of less than 12 hours, or equivalent-standard accommodation substitutions) do not entitle you to a refund.

In the event of circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, epidemics, government-imposed travel restrictions or bans, civil unrest, acts of terrorism, airline insolvency, or other force majeure events — we will use reasonable endeavours to minimise disruption to your travel arrangements.

Where travel becomes impossible or is prohibited due to a force majeure event, we will work with suppliers to offer one or more of the following, subject to supplier policies and availability:

• A credit or voucher for future travel
• An alternative travel date or destination
• A refund of amounts recoverable from suppliers

We are not liable for losses or costs caused by force majeure events beyond our control. We strongly recommend purchasing comprehensive travel insurance that includes cover for cancellation due to unforeseen events.

We are committed to resolving complaints fairly and promptly. If you have a complaint about our services:

1. Contact us directly — email us at hello@travelpearls.com.au with details of your complaint. We will acknowledge your complaint within 2 business days and aim to resolve it within 15 business days.
2. External resolution — if we are unable to resolve your complaint to your satisfaction, you may refer it to your state or territory fair trading office, or contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

Nothing in this clause limits your right to take legal action or pursue remedies available under Australian Consumer Law.