TERMS & CONDITIONS
The following terms & conditions form the basis of your agreement with UKRailHolidays.com.au
About this website:
This website is operated by Muskins Pty Ltd ATF Muspratt Business Trust and is a licensed travel agent headquartered in Brisbane, Queensland. In these terms “UKRailHolidays.com.au” and “agency” means Muskins Pty Ltd ATF Muspratt Business Trust trading as UKRailHolidays.com.au ABN 55455928223.
The term “you”, “your”, “customer” or “passenger” refers to the party making the booking with UKRailHolidays.com.au and agreeing to the terms and conditions.
ATAS Accreditation no: A10368 AFTA Member no: 13516
By making a booking with UKRailHolidays.com.au, you accept to the following terms and conditions which govern the contract between UKRailHolidays.com.au and yourselves as a customer. Once our agency accepts a booking on behalf of a third-party travel supplier (a supplier), you will have a separate contract with the supplier which will be governed by the supplier’s terms and conditions. It is your responsibility to make yourself aware of those terms and conditions.
UKRailHolidays.com.au may at any time modify these terms on this site and your continued use of this site is subject to the terms in force at the time of use.
- You must be 18 years of age or older and have sufficient funds to pay for the travel services and understand and agree with the above terms and conditions.
- You have read our T&C’s and if booking for third parties, have conveyed these T&C’s to them.
- You have read the T&C’s of any suppliers or third-party service providers and agree to be bound by those.
- You are responsible for checking the accuracy of all documents provided to you.
- You warrant and acknowledge the you have access the Smartraveller website for any specific enquiries in relation to your intended destination.
UKRailHolidays.com.au acts as a travel agent only. We sell various travel related products on behalf of numerous transport, accommodation and other wholesale service providers, such as rail, hotel, tour, transfers, airlines and cruise line operators. UKRailHolidays.com.au obligation is to make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We have no responsibility for these services, nor do we make or give any warranty or representation regarding their standard or performance. All bookings are made subject to the terms and conditions and limitations of liability imposed by these service providers. Your legal recourse is against the specific provider and not UKRailHolidays.com.au. If for any reason, any travel service provider is unable to provide the services for which you have contracted your remedy lies against the provider and not with UKRailHolidays.com.au .
Brochures are not our agency’s material but are supplied by the suppliers. We accept no liability for errors in the brochures or advertising material.
Information on this website:
While we endeavour to ensure that information is free from error, UKRailHolidays.com.au does not warrant the accuracy, adequacy or completeness of information on this website. All information is subject to change without notice. The products and services sold through UKRailHolidays.com.au are subject to availability and can be withdrawn or varied without notice.
You acknowledge that the inclusion of links in this web site is not intended as an endorsement or recommendation of any linked site or its content of such sites. UKRailHolidays.com.au does not guarantee that our web site or any web site linked from our website will be free from viruses, or that this web site or any linked web site will be uninterrupted.
Travel Documents/Shipping Policy:
Travel documents include (without limitation) rail vouchers, airline tickets, cruise tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. All travel documents are non-transferable. All airline tickets must be issued in the name of the passport/photo identity holder Some carriers will deny carriage if the name varies and the booking may be cancelled.
It is your responsibility to contact the rail operator, cruise line, tour operator, airline, hotel, transfer provider at least seventy-two (72) hours prior to travel to ensure the scheduled departure time has not changed.
Neither party will be liable for any failure or delay in performing an obligation under this Agreement that is due to any of the following causes, to the extent beyond its reasonable control: acts of God, accident, riots, war, terrorist act, epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, government acts or omissions, changes in laws or regulations, national strikes, fire, explosion, generalised lack of availability of raw materials or energy.
For the avoidance of doubt, Force Majeure shall not include (a) financial distress nor the inability of either party to make a profit or avoid a financial loss, (b) changes in market prices or conditions, or (c) a party’s financial inability to perform its obligation hereunder.
In the event that a force majeure applies, the customer will be bound by the supplier’s terms and conditions.
Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel which also includes domestic cruises. Medicare will not provide any form of cover for passengers on cruise ships which have departed Australian ports.
Cover More Travel Insurance offers UKRailHolidays.com.au clients a competitive price for travel insurance purchased through our agency. To decide if a policy is right for you, please carefully read the relevant Product Disclosure Statement and Policy Wording available.
As per our booking terms & conditions, deposits are non-refundable. Therefore, we recommend you arrange a policy at your earliest convenience.
Mandatory Travel Insurance for New Caledonia
New Caledonian authorities have advised new regulations for overseas travellers arriving by air or cruise. It is compulsory that each traveller have Comprehensive Travel Insurance in order to disembark in New Caledonia. This insurance must include Medical, Hospitalisation and Flight Repatriation.
Passports & Visas:
It is your responsibility to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities according to the passport which you hold. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility. It is a passenger’s responsibility to inform us if you currently or in the past had difficulty obtaining a passport or visa.
Visit Smartraveller for information on passports and visa. Also DFAT for passport information.
For passport holders other than Australian please consult the cruise line customer service, your preferred visa issuer or individual consulates directly.
PLEASE NOTE: You must ensure your Australian passport has a validity of six months after your return date to Australia. In the event that you are travelling to a country or countries which do not require a visa for Australian passport holders, you must tell us if you have been arrested or convicted in respect of any offence or breach of law. Non-disclosure of this information may lead to your being refused entry on arrival in certain countries. In that event, we take no responsibility whatsoever. If you do not wish to disclose such information to us, then you must contact the embassy of each country of destination and make your own arrangements regarding entry to that country.
Passport Name Alert:
It is ESSENTIAL that passenger’s first name, middle name and surname given to us at the time of booking match passport information. Any correction or alteration to a passenger name after a booking is made will incur amendment fees.
ID Requirements for Domestic Travel:
You will be required to present valid identification to board all domestic travel in Australia. Passengers who do not have the required identification will be denied by the supplier. Booking name must match name on identification. Please check with your consultant as to the requirements for individual travel suppliers as different rules apply to each supplier.
Guests travelling with a minor who is not their child will require a letter from their parent or legal guardian allowing them to sail. Please ask your consultant for details on the letter format. This letter must be presented at time of check-in. Without the letter the minor could be denied boarding.
Vaccinations & Health:
It is your responsibility to ensure that you are aware of any health requirements for your travel destinations and to ensure that you carry all necessary vaccination documentation. Please contact Smartraveller.gov.au for general advice or your General Practitioner.
COVID19 Travel Zones:
The Australian Government and individual States and Territories may have travel and quarantine restrictions which may impact your travel plans. We recommend you refer to both Smartraveller.gov.au and your local state government website.
COVID19 – Departing & returning to Australia:
Please refer to Australian Government Home Affairs, your local state government requirements, relevant airline, cruiseline, or supplier obligation, destination country entry requirements, along with any country you may transit through requirements.
General and Specific Travel Advice:
It is your responsibility to check Smartraveller for information and advice on your intended itinerary. It is recommended you register with DFAT for emergencies.
It is your responsibility to let our travel consultant know if you would like your frequent flyer membership details included in your booking. We cannot guarantee a supplier will credit your membership with points for your booking. The travel consultant is not responsible for the inability to claim points.
Certain taxes are mandatory in various countries. There may also be an additional local tax charged at some ports and this will be advised to you at the time of confirming your reservation. All taxes are subject to change without notice.
(a) Unless otherwise stated, all rail passes are booked through the Eurail system. Eurail tickets and passes offer special rates for international visitors to Britain and Europe and cannot be used by British residents.
(b) The ticket or pass details of your rail travel are detailed on your itinerary and pass confirmation document. Most tickets and passes offer flexible travel (within the terms of each pass-type/ticket) and do not require pre-booked seat reservations. Please ensure that you understand the validity of the tickets and any restrictions of travel. If you have questions regarding how they accommodate travel on your specific itinerary, please contact UKRailHolidays.com.au
(c) Seat reservations can be made free of charge by the pass-holder at ticket offices within train stations across the UK prior to travel.
(d) Eurail tickets and passes can be validated at any time within a period of six months from the start date printed on your quotation and/or ticket/pass. Passes must be validated on their first day of use and requires an internet/wifi connection. Once a pass has been validated they are active and valid for travel/use as per the terms of the pass-type/ticket.
(e) Eurail passes/tickets can be used only by the named passenger as printed on the ticket and are non-transferrable. Eurail products are therefore only valid when accompanied by photographic ID (such as your passport). For this reason please ensure that all names submitted via our online booking confirmation form match your relevant ID/passport (first name and last name) as names / spellings as submitted will be used to issue your rail tickets/passes. Change of name resulting in a requirement to re-issue a ticket or pass may incur a cost.
(f) Eurail tickets carry a cash value and UKRailHolidays.com.au cannot make refunds for lost or stolen tickets. Travel insurance may offer financial protection for such circumstances.
(g) Refunds cannot be made for unused rail tickets or unused days on rail passes.
(h) UKRailHolidays.com.au cannot be held responsible for railway schedule changes, train delays and cancellation of specific services. This includes railway strikes and cancellations due to operational faults and/or where replacement bus services are in place due to maintenance. If you are unable to travel by train or alternative transport provided by the railway company on your scheduled day of travel due to one of the above-mentioned reasons, UKRailHolidays.com.au can assist with re-booking of accommodation, pre-paid tours and sightseeing passes. The re-arrangement of itinerary segments may incur cancellation charges imposed by the supplier and new charges to re-book the segment. An administration charge of AUD$50.00 per person will be charged by UKRailHolidays.com.au as a re-booking fee. Travel insurance may offer financial protection for such circumstances.
(i) Any railway schedule information, timetables, route information and station service details provided by UKRailHolidays.com.au in advance of travel are done so in good faith but are subject to change due to local circumstances at the time of travel. UKRailHolidays.com.au cannot be held responsible for any such changes. Up to date information and schedules are available online, on railway station service/information boards, via local staff and by using the rail enquiries number.
(j) Where UKRailHolidays.com.au confirms fixed time tickets for specific journeys, these are usually non-amendable and non-refundable.
Ferry tickets and crossings:
(a) UKRailHolidays.com.au will book and confirm ferry tickets as detailed on your confirmation. Please note that ferry tickets are valid only for the crossing/service listed and are non-transferrable.
(b) UKRailHolidays.com.au cannot be held responsible for schedule changes or crossing cancellations resulting from unforeseen circumstances (such as poor weather conditions) however, we will always endeavour to make alternative arrangements wherever possible as required resulting from such schedule changes. If/where any additional expense is incurred, this may be be covered by travel insurances.
Day tours, tickets and passes:
(a) Day tour tickets, attraction entry tickets, sightseeing attraction passes and theatre tickets will be booked and confirmed as part of your tour package as detailed in your quotation/itinerary.
(b) All venue and pick-up location information are provided on your tickets/vouchers/accompanying paperwork. Specifically for day tours, please ensure that you are at the meeting point in plenty of time to avoid missing a pick-up. Transport to a meeting point or venue is not included in your package unless otherwise stated.
(c) Tickets/vouchers are only valid for the service as per the time/dates printed on the ticket/voucher – UKRailHolidays.com.au cannot be held responsible for and cannot refund tickets for missed tours or events. If you know you are going to miss a tour, please contact the operator (either directly or UKRailHolidays.com.au) as soon as possible, we may be able to rearrange your trip. By contacting the operator to advise of a “no show” you also ensure that the tour is not delayed for other guests whilst the guide tries to locate missing passengers. In the event that a tour is cancelled or service withdrawn for reasons beyond our control UKRailHolidays.com.au will endeavour to rearrange for another departure, offer a suitable alternative or will provide a refund on the ticket.
(d) For multi-day and/or multi-site attraction passes UKRailHolidays.com.au are unable to make refunds for outstanding/unused days on a pass and/or where individual attractions are closed. Any opening times and admission information provided by UKRailHolidays.com.au prior to travel is done so in good faith and we cannot be held responsible for local and short-notice changes to such admission conditions.
Meet & greet services and transfer bookings:
(a) Where meet & greet services and transfers are booked as part of your tour package, we require you to provide us with your arrival/departure information as relevant (via email). In the event of flight delay the local provider and UKRailHolidays.com.au will endeavour to make alternative arrangements but where this is not possible we will not be able to make refunds for such services. Good travel insurance will usually provide financial loss cover as a result of flight delay.
Escorted tours (Coach tours, Rail tours and Small Group tours):
(a) Escorted tours are booked and confirmed for the departure date as detailed in your final itinerary/quotation. Some of the coach tours and Small Group tours listed and booked by UKRailHolidays.com.au are operated by partner tour operators. Escorted tours generally include transport, accommodation, attraction entry, meals and the services of a tour-director or driver-guide as detailed in your specific itinerary. Anything not detailed is not included and would be payable extra (additional attraction admission, optional tours/visits, bar drinks etc.).
(b) UKRailHolidays.com.au and partner operators reserve the right to amend tour itineraries, accommodation and inclusions due to operational reasons prior to travel and/or due to unforeseen circumstances during travel. Where this occurs, alternative arrangements will be made by the operator wherever possible. Itineraries featured on the UKRailHolidays.com.au website are done so in good faith and we cannot be held responsible for minor schedule changes made by the operator.
(c) Tour operators of escorted coach tours and Small Group tours reserve the right to withdraw scheduled tours due to operational and practical reasons and reasons beyond the control of the operator. In the rare event of withdrawal of a departure/tour by UKRailHolidays.com.au or a partner operator, we will endeavour to offer a suitable alternative provided either by the same or an alternative operator, or will provide a full refund of all monies paid for that tour. Tour operators and/or UKRailHolidays.com.au cannot be held responsible for any expense incurred for change or cancellation of flight reservations and/or additional travel arrangements resulting from a withdrawn tour departure, however some operators may offer to contribute towards such amendment fees in order to accommodate guests on a suitable alternative tour. Any withdrawal of a departure/tour for operational reasons will always be done in advance and clients will be advised as early as possible in order to maximise opportunity to make alternative arrangements.
(d) Due to available luggage space on escorted coach tours and Small Group tours luggage restrictions apply (usually one standard sized suitcase and one item of carry-on luggage per person). Alternative arrangements should be made prior to departure to store any excess luggage for the duration of the tour. For specific luggage limits please check the terms and conditions for your specific tour on your voucher or ask UKRailHolidays.com.au.
(e) It should be noted that when travelling on an escorted coach tour and/or Small Group tour you will be travelling as part of a tour group. Threatening, inappropriate or offensive behaviour towards other tour participants and/or the tour-director/guide or other staff is not acceptable and in extreme circumstances the operator reserves the right to refuse travel. In such cases no refund will be made for any unused services.
(f) All coach and Small Group tours are booked in their entirety and no discounts or refunds can be made if a guest/participant chooses to leave a tour early (either pre-planned or due to unforeseen circumstances). Although no discount can be provided, if you are planning to leave a tour early please advise us in advance so that the driver / guide can be informed. If you are forced to leave a tour early due to unforeseen circumstances (such as illness) your travel insurance will usually be able to provide a refund of unused services.
(g) Other terms and conditions may apply for specific operators. For further details of the operator conducting your specific tour and or further terms please contact UKRailHolidays.com.au. Partner operators may be (but are not limited to) those listed here: Back Roads Touring Co, Rabbies Tours, McKinlay Kidd, Timberbush Tours, Grampian Escapes & Tours.
These fees are in addition to any fees charged by the supplier.
$40 per booking:
- Sending printed documentation where electronic documents are available
$40 per booking:
- Completing online check-in
$75 per change:
- Name change on existing booking where name change is allowed by the supplier
$75 per change:
- Name correction after 14 days of making a booking
$100 per change:
- Rebooking after deposit is paid to a lower fare or rebooking due to a different promotion offered by the supplier.
$150 per person:
- Itinerary planning & professional travel management fee. Planning of personalised itinerary, plus booking managed by professional travel advisor. Personal mobile provided for 24/7 emergency assistance. Fee is fully redeemable off the total holiday fare. Amount is non-refundable.
Supplier administration fees for name corrections, name changes or date change. Please enquire with your consultant regarding fees charged by a supplier for changes, alterations or cancellations.
Cancellation & Refund Policy:
Cancelled bookings will incur charges. Both suppliers and UKRailHolidays.com.au cancellation fees will apply. Fees will also apply where a booking is changed, or tickets are reissued.
(a) Once deposit payment received, UKRailHolidays.com.au will retain $400 per person cancellation fee or the amount detailed on your booking invoice**. This is in addition to cancellation fees charged by suppliers.
(b) When cancelling your entire tour package the following Cancellation fees apply: Cancellation more than 12 weeks prior to travel: 20% cancellation fee (or the amount detailed on your booking invoice).* Cancellation between 8 and 6 weeks prior to travel: 50% cancellation fee.*
Cancellation less than 6 weeks prior to travel: 100% cancellation fee.
*This is in addition to cancellation fees charged by suppliers.
* * Please note that you can protect yourself against cancellation fees by purchasing suitable travel insurance.
(c) Cancellation of individual Package Segments: UKRailHolidays.com.au will endeavour to waive cancellation fees and make full refunds wherever possible for cancellation of individual segments of a package which do not result in significant change to the nature and/or value of the entire package . Where a segment cancellation does result in a significant change to the package value the above cancellation penalties will apply.
Cancelled bookings will incur charges from the suppliers. These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Fees will also apply where a booking is changed, or tickets are reissued.
All cancellations must be made in writing (via email or traditional mail) to UKRailHolidays.com.au and are effective from the first business day (Monday – Friday) after receipt of the notification of cancellation. UKRailHolidays.com.au will send an email to confirm receipt of your cancellation notice. For cancellations after booking, please see above for applicable cancellation fees. If the supplier is required to provide you with a refund, our agency will provide the refund subject to the supplier’s T&C’s and UKRailHolidays.com.au T&C’s. Suppliers can take between 60 – 90 days to process any refund. UKRailHolidays.com.au is unable to provide a refund to you until we receive the funds from the relevant supplier. Our agency is not responsible for supplier delays in issuing refunds.
Where amendment of a booking is permitted, an amendment fee will apply for each permitted amendment in addition to any applicable supplier fees. Before entering a transaction, you should carefully check to see whether any other cancellation or amendment fees apply.
Important COVID19 Notice:
If your travel plans are impacted by COVID19 response measures, our agency will assist you to provide a refund or credit as per the supplier’s terms & conditions at the time of your booking. Our agency is only liable to refund the amount received from the relevant supplier.
Certain fares and bookings are non-refundable and your rights for a refund or credit will be based on the supplier’s terms & conditions. Please refer to both our agency’s T&C’s and supplier T&C’s at the the time of booking to ensure your understanding of your refund rights. If further information is required regarding refund terms and conditions, please contact our office at [email protected]
All payments must be in Australian Dollars (AUD$). Payments must be received by 2pm AEST on the due date outlined on your invoice. In the event where the due date falls over a weekend and or public holiday (Australian or State), it is your responsibility to ensure UKRailHolidays.com.au has received payment in advance, within our business hours. We cannot guarantee any extensions to missed payment due dates set by the supplier in conjunction with UKRailHolidays.com.au booking terms and conditions. Please refer to your Booking Invoice for details on whether your deposit or final payment is refundable.
Payments by direct deposit or cheque may require five business days to process.
For direct bank transfer payments, we require the booking number and lead passengers’ surname in the reference area when making a bank transfer. Failure to enter the necessary information may result in the booking being cancelled if the payment cannot be identified and allocated.
Direct bank transfers:
Account name: Muskins Pty Ltd ITF The Muspratt Business Trust
Account number: 10249962
Please send an email to [email protected] to confirm payment by direct bank transfer. Failure to make payment by the due date may result in your booking being cancelled and deposit forfeited.
*Our agency is unable to accept payments which are performed over-the-counter in bank branches*
The Commonwealth Bank is now imposing a $5.00 fee for every over-the-counter transaction. If you wish to pay by this method, please deposit an additional $5.00 to cover the fee.
Electronic Fund Transfers by Netbank or by deposit into an ATM will continue to be free.
Credit Card Transactions:
All UKRailHolidays.com.au credit card payments are processed through B Point (Commonwealth Bank) who only accept Visa or Master Card. A surcharge of 1.5% applies when paying by an Australian issued credit card. Amex is accepted with a surcharge of 2.75% which is processed through Mint Merchant. If for any reason any travel service provider is unable to provide the services for which you have contracted, your remedy lies against that provider, and not against UKRailHolidays.com.au . In the event that payment has been made to eSeaShores.com by credit card, you agree that you will not seek to charge back your payment to UKRailHolidays.com.au . This surcharge is not refundable in any circumstance.
Partial Payment Policy:
UKRailHolidays.com.au will accept partial payments towards payment of your cruise fare with no additional surcharge (with exception of credit card surcharges). A minimum of $100 per booking is required for partial payments. Please note that all fares are required to be paid in accordance with the supplier’s payment policy due date.
Subject to Australian Consumer Law, we do not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangements. We do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond our control which is not preventable by reasonable diligence on our part. Our agency is not liable for force majeure or any other event which is beyond our control or which is not preventable by our agency.
Prices are quoted in Australian Dollars and are subject to change at the discretion of the supplier and or currency fluctuations prior to booking. This is out of the control of the agency. Prices may include applicable taxes. Generally, price is only guaranteed once paid for in full.
All prices listed on our website are subject to availability and can be withdrawn or varied without notice.
All fares, service fees and booking fees are outlined on your Booking Invoice. For refund and cancellation rights, please refer to your invoice along with the supplier’s T&C’s and UKRailHolidays.com.au T&C’s.
Fees or commissions received from third parties:
We may receive fees, commissions, gifts or financial incentives from third parties under this contract.
Laws of Australia apply
Queensland Fair Trading Act and Queensland Tourism Services Act
We reserve the right to refuse service to any client we feel is not genuine in their desire to transact with UKRailHolidays.com.au according to our terms and conditions. Excessive booking requests coupled with the repeated failure to complete transactions by providing requisite payments will be deemed deliberate time-wasting and, at our discretion, may result in the refusal to provide service.