Terms & Conditions
International and domestic travel is currently subject to a number of government restrictions which can change, often at short notice. This may mean you are prevented from travelling after you have made a booking and purchased a fare with us. We will assist you in getting a refund or travel credit however not all fares and travel products are refundable. Airlines and Principals may offer a refund or travel credit. Your rights to a refund or travel credit is subject to the terms and conditions of the relevant fare, accommodation or other travel service. Please check the cancellation, refund and credit policy of the airline or Principal before booking. We will only be liable to provide you with a refund after we have received those funds from the airline or Principal.
Please read these terms and conditions carefully. You should only make a booking if you understand and agree to these terms and conditions.
1. Our role
We are a travel agent, and, in that capacity, we offer for sale to you various products and services on behalf of airlines, transport operators, hotels and other accommodation providers, tour operators and all other principal suppliers. These are referred to in these terms and conditions as "Principal/s".
We do not provide travel products and travel services. We act as the agent of the Principals. We receive remuneration from the Principals by way of commission or other payments related to the sale of travel products and travel services. We are instrumental in bringing about a direct contractual relationship between you, the customer, and the Principals. As such, your booking is subject to the Principal(s) terms and conditions, copies of which can be viewed here. We undertake to fulfil our role as agent for the Principal(s) with reasonable care and skill but we cannot and do not guarantee the performance of the functions offered by the Principals and we will not be liable in the event that you suffer loss, injury or disappointment by reason of any acts or failings of any Principal. In any such case your remedy will lie against the Principal.
The promotional documentation which we supply to you are those of our Principals and the statements and representations contained in such documents are not ours but are made by the Principals. In many cases we have no first-hand knowledge of the facilities or services referred to the promotional documentation. We are merely passing on to you the Principal's instructions and we accept no liability for any inaccuracies or misrepresentations contained in such promotional documentation.
2. Traveller details
It is imperative that when advising us of the names of those travelling that the spelling provided exactly matches the spelling in the traveller's passport or the traveller maybe denied boarding an aircraft or entry into a country. If a name is spelt incorrectly on a ticket/itinerary/booking confirmation, please advise us immediately.
We cannot be held responsible for any loss where we have been provided with incorrect information.
3. Passports, visas and documentation
You must have a valid passport for international travel. Prior to confirming your travel arrangements, please check your passport and establish that it will not expire less than six months after you return from your trip. Expiry within that time may mean you are denied entry to other countries.
It is your responsibility to ensure you have a valid visa to enter a foreign country. You can check this website for up to date requirements for all countries and passport holders www.iatatravelcentre.com
Any visa assistance we may provide is limited to clerical work (including recording, organising, storing or retrieving information, or data entry, and is performed at your direction).
A re-entry visa will be required for travellers leaving Australia holding a foreign passport and you must ensure this is obtained prior to you leaving the country.
We will assume that all travellers on a booking made with us have valid passports, visas and re-entry visas unless you advise us otherwise.
All coupons, receipts and tickets are issued subject to the terms and conditions specified by the relevant Principal. If you do not have copies of these please let us know as soon as possible.
An International Drivers Permit is required in some countries to drive or hire a car. Any hire or use of a vehicle overseas will be subject to your usage agreement with the hirer and you may be liable for any damage or infringement of local laws. We strongly recommend you obtain insurance for any rental vehicles hired. It is also recommended in many others, especially where English is not a native language. This does not replace your Australian driver licence, which you must also carry with you when you travel.
In some countries, it is always a requirement to always carry your passport or other recognised ID with you. There may be a fine for being unable to produce proof of identity if asked by a police officer or other official. As there is no central database for these requirements, we recommend you check the local government website of each country you are visiting before you arrive.
Before travelling you should check for travel advisory notices for the countries you will be visiting at www.dfat.gov.au
Certain countries or service providers may require that travellers be vaccinated against specific diseases, and potentially pass other medical requirements. It is your responsibility to ensure you have complied with any health requirements of countries you are visiting. Check with your doctor and the embassies of countries to which you are to travel to satisfy yourself as to whether your destination has any requirements in this respect. We are not medical professionals and do not accept any liability for losses in connection with failure to meet health or medical requirements for entry to a country or use of travel services. We do not accept any liability for any medical issues or losses caused as a result of the use of the travel services. If you have ever had a serious communicable disease, you can be refused entry to many countries. If you feel this may affect you, please follow up with the appropriate authorities which is usually the embassy or Consulate of the country that you are visiting.
5. Travel insurance
We strongly recommend that you take out a travel insurance policy at the time you pay for your travel. You should ensure that such insurance is adequate to meet your potential requirements, including for medical expenses arising from sickness or injury during your travel, non-refundable items or loss or damage to your belongings. Please be aware that your travel insurance will be subject to strict limitations and conditions including a requirement for full disclosure of material facts including pre-existing medical conditions.
All prices shown are in Australian Dollars. All prices are subject to availability and can be changed or withdrawn prior to acceptance and payment being made by you. Airfares and tour prices offered by the Principals can increase without notice even though your arrangements have been confirmed. Such price increases are beyond our control and you will be liable to pay for any such increases. Many airlines now impose surcharges on the price of travel. These surcharges may change between the time you make a reservation and the date of full payment. You will be liable to pay for any increases in such surcharges.
Government or local authorities may change or introduce new taxes after you have paid in full which you will be obligated to pay either to the travel supplier or the tax authority direct or to us. In this instance we reserve the right to collect this amount from you prior to departure.
7. Disclosure of financial agreements
We may receive commissions, fees or financial incentives from the sale of airfares and travel products and services on behalf of Principals.
If payment has not been made in full at the time of purchase, bookings may be cancelled. Payments may be made via electronic bank transfer, credit card, debit card or Laybuy. Credit card surcharges will apply when you pay by credit card of 1.23% for Mastercard and 1.23% for Visa. Debit card surcharges of 1% for MasterCard and 1% for Visa will apply when paying by debit card.
9. Authority acknowledgement
By making payment for a booking with us or replying to the email containing a confirmation, you confirm you are authorised to deal with all matters in connection with the booking with us or Principals on behalf of all other travellers named in the booking confirmation, and accept the terms and conditions as set out in the booking confirmation on behalf of all travellers, and that such authorisation will continue unless otherwise revoked in writing. You confirm permission for the personal information of all named travellers, including sensitive information to be disclosed to Principals (which may be outside of Australia) for the purposes of fulfilling the booking.
10. Our fees and charges
We charge a booking fee for airfares booked on our website or via our call centre. The Mix & Match Travel booking fee enables us to bring you the very best airfares available every day, as well as the flexibility to mix and match one way and return fares on airlines to and from your destination. In addition to maintaining our award-winning website, you have access to customer support via our New Zealand-based call centre. We charge a booking fee per person every time a flight booking is confirmed, the amount of the booking fee varies based on your destination. The total amount of the booking fee is displayed on the Traveller Details page before you confirm a booking. Our booking fees are non-refundable and are charged per adult and child (there is no fee for infants). The fee is the same for one way or return bookings.
SERVICE ITEM ONLINE FEES
Domestic Australia flight booking $9.95 per person
New Zealand / South Pacific / Bali flight booking $14.95 per person
All other international destinations flight bookings $24.95 per person
Any changes after booking will incur an amendment fee of $25.00 per person for domestic Australia bookings or $50 for an international booking, plus any Principal fees. Please note that while some airline tickets have specific maximum validity, no airline ticket is ever valid for more than 12 months from the date of original issue. Re-issue, amendment and upgrade conditions must be completed within 12 months from the date of original issue.
If you cancel a booking we will charge you a cancellation fee of $25.00 per person per ticket for domestic Australia bookings or $50 per person per ticket for bookings to New Zealand, South Pacific or Bali bookings or $100 per person per ticket for all other international bookings. Our cancellation fee is in addition to any applicable cancellation fee charged by the Principal.
Where travel arrangements are cancelled or amended by you or a Principal, we may charge a fee to recover our reasonable expenses in processing any required amendments, cancellations or refunds (per our policy available at www.mixandmatchtravel.com.au). If a new booking is necessary, further fees may apply.
11. Principals' fees and charges
In addition to any fees we charge, our Principals may also charge amendment and cancellation fees and unless expressly stated otherwise, bookings may be non-transferable and/or non-refundable. In some cases, it may not be possible to change reservations or to cancel the reservation or it may be uneconomic for you to do so. You should always check the cost before requesting changes in reservations.
Where a refund is due this will be paid to you once we receive the moneys from the Principal involved. Unless otherwise agreed by us, refunds will not include commission or other amounts payable by the Principals to us for services provided.
Your right to a refund is subject to the terms and conditions of the airfare or travel service provided by the Principals. We are not responsible for any delays by a Principal in processing a refund. You should be aware that airlines may take a significant time to process a refund.
To the extent permitted by law, we do not accept any liability in contract, tort or otherwise, for any loss or damage, injury, delay, inconvenience, loss of enjoyment or expenses caused directly or indirectly, by acts, omissions or default, whether by negligence or otherwise, by any Principal or by any other event beyond our control, including, without limitation, strikes, accidents, pandemics or outbreaks of infectious diseases, quarantine restriction, public health decree, state of emergency, acts of war or terrorism, civil or military disturbances or Force Majeure (also known as Acts of God) or not preventable by our reasonable diligence. Where our liability cannot be excluded and where our liability may be lawfully limited, then that liability will be limited to the remedies provided by law including the Australian Consumer Law.
This limitation of liability clause is subject to your rights under the Australian Consumer Law. Nothing in these terms and conditions is intended to limit or exclude any rights you have under the Competition and Consumer Act 2010 (Cth).
14. Retention of commission
In the event your booking is cancelled, changed or delayed due to an event of Force Majeure or for any other event beyond our control, we will retain any commission amounts (which shall be deemed to be earned at the time the booking was made).
Your use of this website is subject to our website usage terms which is available here. Our website contains information provided by Principals and is subject to change without notice. While we endeavour to ensure the contents of the website is as accurate as possible, to the extent permitted by law, we will not be liable for any direct or indirect loss or damage, however caused, suffered by you by reason of your use of, or inability to access, the website.
17. Changes to the terms and conditions
We may amend these terms and conditions at any time without notice. The applicable terms and conditions are those in effect at the time you make a booking with us.
18. Governing law
These terms and conditions are governed by the laws of New South Wales, Australia. You irrevocably submit to the non-exclusive jurisdiction of the courts of New South Wales in determining any dispute you may have with us or arising from these terms and conditions.