1. About Us and These Terms
Lost In Australia (lostinaustralia.org, "we", "us") is a booking agent for independent tour operators and service suppliers across Australia. Unless we've agreed otherwise in writing, we coordinate bookings as an agent between you (the Customer) and the supplier — we are not the supplier and do not accept liability for the acts or omissions of suppliers or customers, except as set out below.
By making a booking with us, you confirm you have read, understood and agree to these Terms and the specific written itinerary provided for your tour.
2. Currency & Payments
- Prices are quoted in Australian Dollars (AUD). Charges are processed in AUD, and the exchange rate applied (if relevant) is the rate current on the date of the charge.
- A card surcharge reflecting our actual cost of processing the payment (currently up to 2%) may apply to credit/debit card payments. This surcharge is non-refundable.
- Depending on the tour, you may be able to pay a deposit to secure your booking (available for departures more than 30 days away). Deposits are non-refundable. Full payment is due at least 30 days before departure — if the balance isn't paid by then, we may cancel your booking and you will lose your deposit.
- For some bookings we only collect a deposit; the balance is charged directly by the tour operator, who may hold your card details for that purpose or as security on the booking.
- Bank transfer payments are not treated as received, and your booking is not confirmed, until funds clear in our account — this can take up to 3 business days depending on your bank.
- With your consent, we may share your payment details with the relevant tour operator where needed to process your booking or payment. See our Privacy Policy for how we handle your information.
3. Your Booking
- Once confirmed, print your booking confirmation and present it to the supplier at check-in/arrival.
- Reconfirm your tour directly with the operator at least 48 hours before departure. We're not responsible for issues arising from a failure to reconfirm.
- If you don't specify a pickup location, you'll be assigned a default one — it's your responsibility to change this directly with the operator.
- We sell from each supplier's own inventory and don't oversell it; we're not liable if a supplier oversells its own inventory.
- Dates on tour calendars are scheduled departures only and aren't guaranteed. Itineraries may change without notice due to weather, availability or operator decisions — contact info@lostinaustralia.org for the latest information.
- We may end specials or promotions at any time without notice.
4. Cancellations & Changes
Each supplier has its own cancellation policy — check your ticket and booking confirmation for the terms that apply to your tour. As a general guide, supplier cancellation fees are typically:
- 30+ days before departure: 0–25% of the fare
- 8–29 days before departure: 0–50% of the fare
- 0–7 days before departure, or no-show: 100% of the fare
These supplier fees are separate from, and in addition to, our own administration and cancellation fee of up to 30% of the total booking value, which covers the costs we incur in processing a cancellation. As a result, any refund may be significantly less than the amounts above.
We strongly recommend all travellers take out comprehensive travel insurance covering cancellations, illness, injury, family emergencies and other unforeseen events. There is no refund for late pick-up or early departure from a booked service.
5. Liability
To the maximum extent permitted by law:
- We make reasonable efforts to keep the information on our website accurate but don't guarantee it is free of errors, and we may correct or change it at any time.
- We don't warrant the fitness or suitability of any product or service advertised on our site.
- We aren't liable for indirect or consequential loss, or for claims, losses, costs or expenses arising from injury, accident, death, loss of or damage to baggage or property, inconvenience or loss of enjoyment, where these arise from: acts or omissions of suppliers or other third parties; mechanical breakdown, government action, weather or other events outside our control; your failure to obtain necessary travel documents, visas or vaccinations; your failure to follow check-in, check-out or baggage instructions; cancellation or alteration of a travel service for any reason; or your own physical or medical condition.
- Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, or any other law, that cannot lawfully be excluded, restricted or modified. Where our liability can be limited, it is limited to re-supplying the service or paying the cost of having it re-supplied, at our option.
If travelling internationally, make sure your passport is valid and you hold any necessary visas and vaccinations. For current travel advice, see www.dfat.gov.au.
6. East Coast Packages
An East Coast package is a bundle of separate itinerary components (accommodation, tours, transport, activities) — not a single tour — and each component is the responsibility of the customer to manage.
- Reconfirm every component of your itinerary (including dietary requirements, pick-up locations and any additional fees) directly with the relevant operator, as noted on your voucher — not through us.
- Changes to dates for tours, transport or accommodation may attract supplier fees due to price changes, and must be arranged directly with the operator with reasonable notice. If a change to one component requires changes elsewhere in your itinerary, that's your responsibility to arrange.
- All components are subject to availability. We aim to secure the listed options but may substitute a similar experience, accommodation or transport where necessary.
- Operators may change prices, itineraries or services, add fuel surcharges, or cancel departures, and all departures are weather-dependent. If a trip is cancelled before departure with no suitable alternative available, we'll issue a refund for that component. We'll communicate any cancellation or disruption to you in writing by email.
- If you voluntarily change, cancel or don't use part of your itinerary, any resulting costs (replacement accommodation, transport, missed connections or unused services) are your responsibility, unless we've agreed otherwise in writing.
- Comprehensive travel insurance is strongly recommended, covering operator cancellations, delays, missed connections, medical emergencies and other unforeseen events. Beyond issuing a refund as above, we don't provide reimbursement, compensation or alternative arrangements for cancelled, delayed or disrupted services — travel insurance is your primary protection against these losses.
7. Marketing
We may email you about specials, news and competitions from time to time. You can opt out at any time by contacting info@lostinaustralia.org or using the unsubscribe link in our emails.
8. Privacy, Complaints & Governing Law
- We handle your personal information in accordance with our Privacy Policy.
- If you have a complaint, contact us at info@lostinaustralia.org and we'll aim to resolve it promptly.
- These Terms are governed by the laws of the Northern Territory, Australia, and you submit to the non-exclusive jurisdiction of its courts.