Refund Policy

  1. Deals

    1. All deals are sold subject to availability at time of purchase, unless otherwise specified in the fine print.

    2. All bookings must be made with the supplier, or as specified in the booking instructions.

    3. If you are unable to contact the supplier to make a booking contact and we will assist with a resolution.

    4. Failure to attend a booking or reservation will result in cancellation. No refund or re-booking will be provided.

    5. All vouchers are sold subject to an expiry date and must be utilised prior to this date or will be considered expired and can no longer be redeemed for the specified services. Refunds will not be provided for expired vouchers.

    6. Any additional terms & conditions advertised on the deal page will overrule conflicting terms on this page.

    7. Booking guarantee: Accommodation deal packages are sold subject to a 7 day guarantee – if you attempt to make a booking within 7 days of purchase, but are unable to secure your preferred stay dates, we will refund you in full. After 7 days all bookings are subject to availability.

  2. Accommodation, Activities, Airfares (Travel Products)

    1. Requests for a refund of monies paid or cancellation or amendment of any travel products or services booked with third party provider (Travel Product Providers) on the TRAVLR Platform, including but not limited to accommodation, airfares, activities or experiences (Travel Products) will be governed by the relevant Travel Product Provider’s Terms and Conditions including their refund and cancellation policies (Polices) and your statutory rights.

    2. TRAVLR is not responsible for and has no control over these Policies.

    3. You should obtain and carefully read the Policies in respect of a Travel Product from the applicable Travel Product Provider before you make or complete a booking. In any case, you are advised that many airfares are non-refundable and you must check the refund policy of the applicable airline before proceeding with the booking.

    4. By making or completing a booking of a Travel Product, you:

      • Confirm that you have read and understand, and you accept, the Travel Product Provider’s Policies applicable to the booking of the Travel Product;

      • Agree, and undertake to be bound by, observe and comply the applicable Travel Product Provider’s Policies subject to confirmation of your booking by that Travel Product Provider.

    5. You may be entitled to a refund of any payment made or rebooking or other remedy in respect of your booking, subject to the relevant Travel Product Provider’s Policies and your statutory rights where:

      • The Travel Product Provider fails to or cannot provide the Travel Product within the reasonable period;

      • The Travel Products supplied by the Travel Product Provider are not reasonably fit for the purpose described, not of acceptable quality, or the goods or services are materially different to what we advertised.

    6. Where a Travel Product Provider is liable to provide you with a refund for a booking, the Travel Product Provider may do so, less any credit card fees, bank conversion fees or cancellation fees or any service fees payable to us. Please check the Policies and our Terms and Conditions, which are found on the TRAVLR Platform.

    7. If there is any error (including any administrative error, data entry error or calculation error) on the TRAVLR Platform, which results in a price of a Travel Product displayed by mistake, we reserve the right to cancel your booking, even where it was confirmed on the TRAVLR Platform. We will inform you of this error as soon as possible, to allow you to make a booking at the correct price, if you wish to do so. However, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an error that has been cancelled.

    8. Travel Product Providers reserve the right to cancel, amend or reschedule your booking due to unforeseen circumstances (such as weather, natural disaster etc.). We will not be held liable for such cancellation, amendment or reschedule of your booking and we will not reimburse you for any travelling, accommodation or other expenses incurred by you or any other person, except where required by law. We strongly recommend Travel Insurance be arranged prior to travel.

    9. Except where required by law, we will not provide refunds where you have booked incorrect dates, are unable to travel due to illness or other, have neglected to check your passport validity, or change your mind about your trip/experience. We recommend you research your destination, and along with obtaining Travel Insurance you check the following:

      • Your passport will be valid for a minimum of 6 months upon your RETURN home.

      • You understand and obtain any visas required to travel to your destination/s.

      • You discuss with your doctor any vaccinations required to visit your destination/s.

    10. The following change or cancellation fees will apply to your air booking (including online bookings and bookings made with a consultant):

      • Changes to air bookings - will incur a fee of $75 per booking in addition to travel service provider fees.

      • Cancellations to air bookings: will incur a fee of $100 per booking in addition to travel service provider fees.

  3. RelayPay's Crypto Payments

    1. Please note: purchases of travel products using RelayPay's crypto payments gateway are non-refundable to crypto wallets. Refunds can be provided to you as a Travel Credit or as a Direct Deposit only where the travel product offers the option of a refund. Direct Deposit is only available where the customer goes through RelayPay’s Know Your Customer (KYC) process. RelayPay crypto refunds will be provided to you in the currency you purchased. Additional fees and conditions may apply as outlined below.

    2. The purchase of travel product using cryptocurrency is a service provided by Relay Ventures Pty Ltd ("RelayPay"). Please note that any purchases made using crypto are non-refundable. Where the travel product offers the option of a refund, you as the customer will need to contact WenTravel by calling or emailing our customer support team (using the contact details provided on the site) to request a Travel Credit for purchase of other travel products. A Travel Credit is non-transferable and non-refundable. A processing fee of A$100 will be charged and deducted from the Travel Credit provided along with any cancellation fees charged by the travel provider.

    3. A processing fee is not charged where there is a failed booking or the travel product becomes unavailable. In these cases, the customer should contact our customer support team to request a TRAVLR Travel Credit or a cash refund. Where a cash refund is requested or required, the customer will need to go through RelayPay's current Know Your Customer (KYC) process. A refund or travel credit cannot be provided until we have received a refund back from the travel provider and, for cash refunds, until the customer has gone through RelayPay’s KYC process. This can result in delays in providing you with a Travel Credit or cash refund that are outside of our control.