Terms of Service
Last updated: March 2026
Welcome to TravelPearls. By accessing or using our website and services, you agree to be bound by these Terms of Service. Please read them carefully before making a booking. These terms constitute a legally binding agreement between you and TravelPearls (a trading name of Travel Pearls Pty Ltd ABN 65 696 242 065). Electronic acceptance of these terms (including by ticking a checkbox at the time of booking) is binding under the Electronic Transactions Act 1999 (Cth).
1. About Our Service
TravelPearls is a curated travel deals platform that offers limited-time group travel packages. We act as an agent and intermediary between you (the traveller) and third-party travel suppliers including hotels, tour operators, airlines, and transfer providers. We do not directly operate tours, accommodation, or transport services.
2. Account Registration
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.
3. Bookings & Pricing
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.
4. Payment Terms
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.
5. Cancellation & Refund Policy
Each deal is sold under one of two cancellation policies. Your booking summary, the payment step and your confirmation email state which applies to you. Section 5 covers deals sold as “fully refundable until N days before check-in”; section 5B covers deals sold with a change-of-mind window followed by credit.
Date Change Requests
If your plans have changed, a date change may be a great alternative to cancelling altogether. Please contact us at hello@travelpearls.com.au and we will do our best to accommodate your request, subject to availability and supplier approval.
Cancellation & Refund
Travel Pearls offers flexible cancellation and refund options across our promotions. Depending on the promotion, bookings can be cancelled and fully refunded anywhere from 30 days down to as little as 3 days prior to your check-in date. Your specific cancellation and refund terms will be clearly displayed on your booking summary before you complete your purchase.
No-shows
Failure to check in on the scheduled arrival date without prior cancellation will be treated as a no-show and no refund will be issued.
How to Cancel & Request a Refund
To cancel a booking and request a refund, log in to your account and navigate to the relevant booking under your booking history. A cancellation and refund request can be submitted directly from your booking confirmation summary. The cancellation date is the date on which your request is received by Travel Pearls. For a step-by-step walkthrough, see our Refunds & Cancellations guide.
Refund Processing
Approved refunds are returned to the original payment method. Please allow up to 10 business days for the money to appear back in your account.
Your Consumer Rights
These cancellation terms reflect the genuine costs incurred with our hotel and accommodation suppliers and are not unfair contract terms within the meaning of the Australian Consumer Law (ACL). Nothing in these terms limits or excludes any rights you may have under the ACL.
5B. Change of Mind, Credit and Forfeit Policy
This section applies to bookings whose summary, payment step and confirmation describe a change-of-mind window followed by credit (terms version cxl-v2-2026-09). It does not change the terms of any booking made under section 5.
Three outcomes, decided by when we receive your request
Change of mind. If we receive your cancellation request within the change-of-mind period shown on the deal (7 days from your payment unless the deal states otherwise), you receive a full refund to your original payment method. If the hotel’s cancellation deadline (below) falls inside that period, the change-of-mind window ends at that deadline instead; we tell you this before you pay and on your confirmation.
Credit. If we receive your request after the change-of-mind window but before the hotel’s cancellation deadline, 100% of the amount you paid becomes Travel Pearls credit. No cash refund is available in this period.
Forfeit. If we receive your request on or after the hotel’s cancellation deadline, or you do not check in, no refund or credit is available.
The hotel’s cancellation deadline
Each deal carries a hotel cancellation deadline, expressed as a number of days before check-in and shown on the deal page. Your booking summary and confirmation state the last full day on which we can receive your request. The deadline itself is fixed at the hotel’s local time, so you always have at least until the end of the day shown. Requests are judged on the time we receive them (your account submission, or the time your email, chat message or call reaches us), not on when we process them.
Travel Pearls credit
Credit is held on your account in the currency you paid, is not transferable, cannot be exchanged for cash, and can be applied at checkout to any live deal in the same currency and brand. You may use part of a credit and keep the rest. Credit expires 12 months after it is issued; we may extend it once at our discretion. Expired credit is forfeited.
If you pay for a booking wholly or partly with credit and later cancel that booking, the credit you used is returned to your account if we receive the request before that hotel’s cancellation deadline, and is forfeited if we receive it on or after that deadline. Any new card payment on that booking follows the change-of-mind, credit and forfeit rules above. Only the credit used on the cancelled booking is affected; the rest of your credit balance is not.
Date changes
A date change on the same deal is a separate request handled under section 5 (Date Change Requests), subject to availability, supplier approval and any applicable charges.
Hotel-caused cancellations and your consumer rights
If the hotel cancels, closes, or cannot provide the booked accommodation, we will decide the appropriate remedy with you case by case, which may be a refund, a rebooking or credit, in accordance with the Australian Consumer Law. These terms reflect the genuine costs incurred with our hotel suppliers. Nothing in this section limits or excludes any rights you may have under the ACL.
5A. Group Bookings: Block Set-Up Fee
Setting up a group block (a set of rooms held for your group under one invite link) is free when we already hold every room your group needs. When we don't, and you ask us to request the extra rooms from the hotel, we charge a small set-up fee — A$50 for Australian bookings, or the equivalent shown on the form in your storefront currency. The fee is payment for that work: the request to the hotel, the follow-up, and building and holding your block once the hotel releases the rooms. It is a fee for a service, not a deposit.
Credited to your room
When you book a room in your block, the full fee is credited against that room at checkout. Once credited it is simply part of your room payment and follows the cancellation and refund terms of the deal you booked (section 5). It is credited once, to the organiser who paid it, and cannot be transferred to another guest's booking or exchanged for cash.
Refunded if we cannot deliver
If the hotel cannot release the rooms, or the dates close before your block is built, the fee is refunded automatically and in full to the card you paid with. Refunds usually appear within 5–10 business days depending on your bank.
Not refundable if you choose not to go ahead
If your block's book-by date passes with no room booked, or you tell us you are not proceeding, the fee is kept as payment for the set-up work already done. The book-by date is shown on your group page and in the emails we send you.
Your Consumer Rights
The set-up fee is disclosed before you pay and is proportionate to the work involved. Nothing in this section limits or excludes any rights you may have under the Australian Consumer Law (ACL).
6. Your Responsibilities
- Ensuring all passenger details (names, passport numbers, dates of birth) are accurate and match your travel documents
- Holding a valid passport with at least 6 months validity from your return date
- Obtaining any required visas, vaccinations, or travel permits for your destination
- Arranging comprehensive travel insurance prior to making final payment — we strongly recommend this for all bookings to protect against cancellations, medical emergencies, and other unforeseen events. Travel insurance is not mandatory and you are free to source it independently.
- Arriving at departure points on time as specified in your itinerary
- Complying with the rules and policies of travel suppliers (hotels, airlines, tour operators)
7. Limitation of Liability & Consumer Guarantees
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.
8. Changes to Travel Arrangements
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.
9. Force Majeure & Travel Disruptions
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.
10. Promotional Codes
Promotional codes are subject to their specific terms, including expiry dates, minimum spend requirements, and usage limits. Codes cannot be combined unless stated otherwise and have no cash value. We reserve the right to cancel codes that are used fraudulently or in breach of their terms.
11. Intellectual Property
All content on this website, including text, images, logos, graphics, and software, is the property of TravelPearls or its licensors and is protected by Australian and international copyright law. You may not reproduce, distribute, or create derivative works from this content without our prior written consent.
12. Complaints & Dispute Resolution
We are committed to resolving complaints fairly and promptly. If you have a complaint about our services:
- 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.
- 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.
13. Governing Law
These terms are governed by the laws of New South Wales, Australia. Any disputes arising from these terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of New South Wales.
14. Changes to These Terms
We may update these Terms of Service from time to time. Material changes will be communicated via email or a notice on our website. Your continued use of our services after changes are published constitutes acceptance of the updated terms.
15. Contact Us
If you have any questions about these Terms of Service, please contact us:
TravelPearls
Trading name of Travel Pearls Pty Ltd
ABN: 65 696 242 065 | ACN: 696 242 065
55 Pyrmont Bridge Rd, Pyrmont, NSW 2009, Australia
Phone: (02) 5300 8033
Email: hello@travelpearls.com.au