Updated Mar 25 2022
The following terms and conditions (‘booking conditions’) form the basis of your contract with RAW Travel (‘we’, ‘our’, ‘us’). Please read them carefully as they set out your and our respective rights and obligations. By asking us to confirm your booking, you are deemed to have read and agreed to these booking conditions applying to the trip arrangements on behalf of each person in your booking.
A booking is accepted when we issue a written booking confirmation. It is at this point that a contract between RAW Travel and you comes into existence. We reserve the right to decline any booking at our discretion. No employee of RAW Travel other than a director or general manager has the authority to vary or omit any of these terms or to promise any discount or refund.
Trip prices are quoted in Australian Dollars (AUD) and are based on ground costs, airfares and exchange rates at the time of booking. While we will do our utmost to avoid any price increases, we reserve the right to amend prices without notice as follows: (a) for any significant negative currency fluctuations in excess of $100, at any time until full payment is received; and (b) for any other reasons outside of our reasonable control (including without limitation, to cover changes in government taxes and charges, fuel surcharges, airline charges or a force majeure event), at any time prior to travel. Any quotes provided for tailormade trips and trip prices are valid for 15 days unless specifically advised in writing by your consultant.
Please refer to the Inclusions tab of the relevant webpage of your selected destination/tour for price inclusions.
The following items are not included in the price unless otherwise stated in your trip Inclusions tab: airfares, airport taxes, laundry, passport and visa fees, PCR tests, travel insurance, food and beverages not indicated as included, excess baggage, fuel surcharges, optional excursions and gratuities. For more information, please refer to the relevant section of the Inclusions tab of the relevant webpage of your selected destination/tour.
A $500 non-refundable security deposit per person, per trip package is required at the time of booking. Deposit requirements may vary when booking a Salkantay Lodge Trek with Machu Picchu, shorter trip, private tailor-made trip or a trip package inclusive of flights. Your Consultant can advise you on this. Final payment of the balance of your trip package price is due 56 days prior to the departure date, unless stated in the terms of a special offer. Final payment due date varies when booking the Salkantay Lodge Trek with Machu Picchu trip – your RAW Travel Consultant will advise on this.
We reserve the right to cancel any ticket or booking or to refuse to carry any passenger where payment has not been received by us within the specified time. We are not obliged to remind you of any payment dates. Payment in full is required at time of booking for reservations made less than 60 days before the departure of your trip.
Please note that we may not hold any services for you until we receive payment of your deposit, meaning that services may become unavailable or prices may increase, in which case you will be responsible for paying the increased price, and we will not be responsible if services become unavailable.
Covid-19 credit redemptions
If: (a) we issued you with a credit due to your original travel arrangements being disrupted by Covid-19 and associated restrictions; and (b) you have redeemed that credit for new travel arrangements; then (c) you agree that we will not be obliged to refund you the value of the credit if you cancel your new travel arrangements.
If you cancel travel arrangements that have a value which exceeds the value of your credit (Excess Payment), then we will refund you the Excess Payment, less cancellation fees in accordance with the table below, calculated from the date which we receive written notice of cancellation:
- More than 56 days before commencement: 25% of the Excess Payment
- 31 days to 55 days before commencement: 50% of the Excess Payment
- Within 30 days or no show 100% of the Excess Payment
If you cancel your trip package, cancellation fees will apply according to the prior notice we receive before departure:
- 56 days or more: Loss of deposit
- Between 31 and 55 days: 50% of trip package price
- 30 days or less: 100% of trip package price
Note that different cancellation conditions including higher fees apply to our Salkantay Lodge Trek with Machu Picchu trip. Your RAW Travel Consultant will advise you on this.
All cancellations must be received in writing and are not effective until received.
If your trip has commenced, no refund will be given for any unused services if you leave the trip early or if portions of the trip package are missed (for whatever reason).
These cancellation fees apply to tour services only. Different cancellation charges will apply to airline tickets. Depending on the reason for your cancellation, some of these cancellation charges may be recoverable under your travel insurance, which you are required to take out.
You agree that these cancellation charges are reasonable and required to protect the legitimate business interests of RAW Travel.
ILLNESS OR VACCINATION STATUS PREVENTING TRAVEL
If due to any illness, suspected illness or failure to satisfy any required tests (such as a PCR or rapid antigen test in relation to Covid-19) or vaccination requirements:
- an airline or other common carrier refuses you carriage;
- a hotel or vessel refuses to accommodate you; or
- we or our suppliers (acting reasonably) exclude you from the trip
and you are consequently prevented from commencing or continuing your trip, then:
- if you have already commenced your trip, we will provide you with reasonable assistance to arrange alternative travel arrangements or to continue the trip. This will be at your cost.
- if you have not commenced your trip then we regret we will not be in a position to provide such assistance.
We will not be liable to refund the cost of your trip (or any part of it) because we would have already paid (or committed to pay) suppliers and we would have already performed significant work preparing for the delivery of your trip and servicing your booking.
We will not be responsible for any other loss or loss you incur in connection with your booking (for example, airfares and visa expenses) if you are prevented from commencing or continuing your trip in these circumstances
We reserve the right to cancel any trip prior to departure due to natural disasters, political instability, terrorism, disease outbreak, extreme weather or any other event outside our control that would make it dangerous or not viable for the trip to begin or continue (Force Majeure). In such a case, we will do our best to postpone the trip or provide you with an alternative itinerary.
In these Booking Conditions, the term Force Majeure means an event or events beyond our control and which we could not have reasonably prevented, and includes but is not limited to: (a) natural disasters (including not limited to flooding, fire, earthquake, landslide, volcanic eruption), adverse weather conditions (including hurricane or cyclone), high or low water levels; (b) war, armed conflict, industrial dispute, civil strife, terrorist activity or the threat of such acts; epidemic, pandemic; (d) any new or change in law, order, decree, rule or regulation of any government authority (including travel advisories and restrictions).
Force Majeure – Prior to travel
If in our reasonable opinion we (either directly or through our employees, contractors, suppliers or agents) consider that your travel arrangements cannot safely or lawfully proceed due to a Force Majeure Event then we at our discretion may elect to:
- reschedule your travel arrangements (in whole or in part); and/or
- cancel your travel arrangements (in whole or in part), in which case our contract with you will terminate (in whole or in part).
If we cancel any of your travel arrangements, neither of us will have any claim for damages against the other for the cancelled arrangements. However, we will refund payments attributable to the cancelled travel arrangements less: (a) unrecoverable third party costs and other expenses incurred by us for the cancelled travel arrangements; (b) overhead charges incurred by us relative to the price of the cancelled travel arrangements; and (c) fair compensation for work undertaken by us in relation to the cancelled travel arrangements until the time of cancellation and in connection with the processing of any refund.
Force Majeure – During travel
If due to Force Majeure we cancel travel arrangements after your trip has commenced, we will provide you with a refund of recoverable third party costs for cancelled travel arrangements only.
Force Majeure – General
If we provide you with any alternative services or assistance where travel arrangements are cancelled or rescheduled due to Force Majeure, then you agree the amount to be refunded to you will be reduced by the value of these services already expended by RAW Travel and any assistance.
You acknowledge that the terms in this section are reasonably necessary to protect our legitimate business interests.
We strongly encourage you to purchase travel insurance that adequately responds to cancellation and rescheduling risks associated with Force Majeure events.
Group trips & minimum numbers
Where our trips require a minimum number of participants and the number is not met, we reserve the right to cancel the trip up to 30 days prior to the departure date. In such a case, we will do our best to provide you with an alternative trip. Where this is not possible or where you do not accept the alternative trip, you will receive a full refund of all monies you have paid to us for the trip.
If we cancel a tour for reasons beyond Force Majeure (including if a tour which is not a guaranteed departure fails to achieve minimum numbers), then we will refund you all amounts paid at the time of cancellation.
RAW Travel will not be responsible to pay any compensation and will not be responsible for any other travel arrangements affected by (including flights) or any additional costs incurred as a result of our cancellation.
We strongly recommend that you take out travel insurance at the time of booking that will additionally cover for cancellation and curtailment. We also strongly advise that you have access to contingency funds to cover alternative accommodation and transport costs in the event of an emergency. We can assist with written confirmation of your non-commencement of your trip to support your travel insurance claim directly with your insurance provider.
Most airline fares will attract cancellation and amendment fees for any alterations, including name changes. Applicable cancellation fees may amount to 100% of the airfare. You will need to refer to the individual airline for the fare rules and conditions of carriage.
Prior to travel
Occasionally, we may need to make amendments or modifications to the itinerary and its inclusions and you acknowledge our right to do this. If we become aware of a significant change to your itinerary or its inclusions prior to the commencement of your trip (where the trip can still proceed), then we will notify you within a reasonable time.
You acknowledge that the itinerary, modes of transport, accommodation and/or the trip’s inclusions may need to change during your trip due to local circumstances beyond our reasonable control, including road conditions, poor weather, changes in transport schedules, and/or vehicle breakdowns. You agree that we have the right to pass on any costs we incur for alternative arrangements we put in place for your benefit in these circumstances.
To the fullest extent permitted by law, we will not be responsible for any omissions or modifications to the itinerary or the inclusions due to Force Majeure or other circumstances beyond or control happening after we have accepted your booking. This includes any loss of enjoyment or distress caused by omissions or modifications.
If you are entitled to any compensation for any modifications or omissions, then you agree it will be reduced by the value of any alternative services we provide which you accept. We will not be responsible to you for any other expenses or loss you incur resulting from any amendment or change to the itinerary or its inclusions.
COVID -19 Vaccination is currently mandatory to join tours in Victoria and some other states. Proof of Vaccination is also required for entry to many countries and we strongly encourage you to be fully vaccinated against Covid-19 with a vaccine approved by the Therapeutic Goods Administration. This is so health risks for yourself and others you come into contact with can be mitigated. Subject to the Illness or Vaccination Status Preventing Travel section above, if you choose to travel without being fully vaccinated, then you do so accepting the implicit risks to your health and you agree to provide us with waivers and releases as we may require.
It is your responsibility to obtain vaccinations and preventative medicines as may be required for the duration of the trip. Any information provided by us is given in good faith.
UNUSED & DENIED SERVICES
No refunds will be made for any travel arrangements not utilised, whether by choice or because of late arrival or early departure. This includes the failure of transport to operate according to schedule, which we disclaim responsibility for.
If you are not fully and validly vaccinated against Covid-19 in the destination(s) where services are to be provided, and particular suppliers refuse to provide you with travel arrangements, then you agree you will not be entitled to any refund for those arrangements. We will not be responsible to you for any loss or expenses you incur (including loss of enjoyment or the costs of alternative arrangements) if you are denied services in these circumstances.
Should you catch COVID -19 during a trip and you are required to self- isolate then any additional expenses incurred as a result of this isolation period are not covered by RAW Travel and are your own expense. The RAW team will support you and assist to access further testing or medical treatment if needed, and you’ll be assisted to isolate , if required by local regulations. However any resulting costs such as tests, treatments, additional accommodation and transport required to return home should you need to leave the trip are your own expense and for this reason we strongly recommend travel insurance that covers these eventualities. You will forfeit any unused portion of your trip if you are forced to self-isolate and it is entirely at RAW Travel’s discretion to offer a partial credit based on whether any costs of your trip can be recovered from suppliers at late notice.
Our trips are designed for travellers of all ages assuming you are fit and healthy for the activity you have chosen. To undertake the adventurous trips we offer, you require a reasonable level of fitness and assume responsibility for your own health and suitability to join an active trip.
You must disclose any pre-existing medical conditions which may affect your ability to undertake the trip. You may be asked to provide a doctor’s clearance. If you have any concerns about your ability to undertake an active trip we strongly recommend consulting with your doctor before making a booking.
You release RAW Travel from any liability for anything relating to a pre-existing health condition. Any necessary medical attention required during travel will be provided by a local facility at your expense. We are not responsible or liable for any medical services obtained while on tour, or for the quality of the care or services provided.
You must have a passport that is valid for at least six months after the trip return date. It is your responsibility to consult with the appropriate consulates to ensure you have any applicable visas for countries included in your trip package prior to departure. You are solely responsible for meeting necessary passport, visa entry requirements, health regulations, tests and paying all associated costs. We are not responsible for delays or missed portions of the holiday package resulting from incorrect travel documents or visas.
For security reasons, airlines and our overseas suppliers require names to be given exactly as stated in your passport. If you do not advise the correct information and we have to re-issue airline tickets or other documentation, then you will be responsible for any fees charged (such as airline cancellation charges or re-issue fees) in addition to our own reasonable administration fees.
Travel insurance is compulsory to participate on any of our trips, however it is not included in our prices. When selecting a travel insurance policy please bear in mind that you must have medical coverage and we require a minimum coverage for repatriation and emergency rescue (this must include helicopter evacuation if travelling to mountainous areas). We strongly recommend that the policy also covers personal liability, cancellation, curtailment and loss of luggage and personal effects. If you have credit card insurance, we require details of the participating insurer, the level of coverage and emergency contact telephone number – all of which are available from your bank. Our Travel Specialists can assist with information and booking travel insurance. We will not accept responsibility or provide assistance if problems arise due to refusal to purchase travel insurance or inadequate cover.
After booking you will receive an invoice with all important information relevant to your trip package. We strongly recommend you check the details carefully and read the included information. Please ensure that you check your timings carefully on your airtickets, particularly early morning departures. Your flight tickets and associated flight information will be emailed to you within 7 days of receipt of final payment.
All other travel documentation will normally be issued four weeks prior to departure. We regret that we cannot accept any liability if we are not notified of any inaccuracy in any flight or touring documentation within 14 days of us sending them to you or your travel agent.
While we will do our best to rectify any changes made outside this time, it is your responsibility to meet any additional costs which may be involved, except in the case of an error made solely by us and where there is good reason for you not contacting us within the specified time. Documentation will not be released until we are in receipt of full payment. Issuance of documentation does not absolve responsibility for any outstanding payments due.
Should you wish to change the date or any part of your trip after your invoice has been issued, we will do our best to make the change, but it may not be possible.
Requests for itinerary changes must be made to us in writing by the person who made the original booking or his/her travel agent 56 days or more prior to the departure date and an administration charge will apply.
Date changes to itineraries will be subject to an AUD$250 administration charge per person and must be for travel within 12 months of the original departure date.
NB: Adding pre and/or post nights accommodation to an existing trip does not incur administration fees, provided the dates of the existing trip do not change.
Additional charges levied by hotels, ground operators or airlines due to the amendments of the itinerary will also be charged.
If changes are requested inside 56 days of the departure date, our cancellation terms apply.
Your bike/s will be delivered to your hotel the day before you cycle. The bikes are delivered flat-packed in a box with all required items with the exception of a bike helmet, which you will need to bring. The bike/s will be picked up from your hotel the day after you have finished your cycling trip. Your bike does not need to be dismantled.
You will need to provide us with your credit card details at least 1 month prior to your departure for the bike security deposit. The security deposit must be paid using credit card only and is the value of 200€ per person. This security deposit will then be refunded to your credit card within one week of the bike being returned.
When booking on one of our trips you understand that we operate adventure trips worldwide. These trips inherently involve a higher level of personal risk, which you agree to fully assume.
You accept that in developing countries, the standards of accommodation, transport, safety, hygiene, telecommunication facilities, level of infrastructure development and medical facilities are generally not equivalent to your usual living arrangements, or that which you would typically find on a conventional holiday.
Our Independent Adventures range operates differently from our supported self-guided and guided walks as participants agree to take responsibility themselves for their own suitability and preparation for the walk and their safety and well-being whilst on the walk. As a participant on an Independent Adventure you understand you have chosen an option where you elect to hike as a self-reliant, Independent walker and you undertaking a walk you are not supported by a duty of care role from RAW Travel whilst you are on the trail.
RAW Travel provides pre- trip guidance in the form of electronic trip and safety notes to prepare you for your chosen trip but it is essential that as a participant you must check in with local Park authorities before commencing your walk to be advised of any updated or localised advice, warnings or changes to your intended walk. Participants must follow local signage and advice given by the relevant Park or other authority and stick to the official trail at all times and heed any warnings or park closures. RAW Travel’s navigation app is a guide only and directions on the ground may vary or be altered by local conditions and advice, which RAW travel cannot be held liable for or any inaccuracies in information, which was provided in good faith at the time of writing. RAW travel bears no responsibility for the actions of any walker if they do not heed the local advice, warnings and signage related to walking a trail which take precedence over any advice or route directions given by RAW Travel. By choosing an Independent Adventure you agree to abide by these terms.
Our RAW Tucker food range is designed to be stored, prepared and consumed as per the directions given. RAW Travel does not take responsibility for any outcome that has resulted from the food being improperly stored, consumed outside the recommended date range or not prepared according to the instructions given by RAW.
Services supplied by independent suppliers
Where a third party over whom we have no direct control (Independent Supplier) is the supplier of travel arrangements that form part of your tour, you acknowledge that our obligations to you are limited to arranging for the Independent Supplier to provide those travel arrangements to you. Independent Suppliers over whom we have no direct control include but are not limited to airlines, railway and cruise operators, hoteliers and common carriers. We act as an intermediary only and you will be subject to the terms and conditions of the Independent Supplier (copies available upon request).
To the fullest extent permitted by law, RAW Travel will not be responsible to you for any loss, damage, personal injury or delay attributable to the actions or omissions of an Independent Supplier. You warrant that you will not bring a claim against RAW Travel in this regard. You are responsible for any loss or expense we incur due to any claim being brought against us in breach of this warranty.
Services we directly supply
To the extent only that we are the principal supplier to you of travel arrangements or other services which we directly control, then we will provide those travel arrangements and services with reasonable skill and care. We will only be responsible for our employees in the course of their employment, and for our agents and suppliers (where we are not the supplier’s agent or an intermediary for an Independent Supplier) if they were carrying out the work we had asked them to do.
We will not be responsible for any loss, damage, claim or expense caused by the acts or omissions of yourself, of any other third party not connected with the provision of the travel arrangements or services, or due to an event of Force Majeure.
Please note that if the travel arrangements or services which gave rise to the claim complied with local laws and regulations, the travel arrangements and services will be deemed to have been properly performed, even if this would not be considered the case in Australia or your country of residence.
General liability limitation
Australian Consumer Law and corresponding legislation in other jurisdictions in certain circumstances imply mandatory conditions and warranties into consumer contracts (“Consumer Warranties”). These booking conditions do not exclude or limit the application of the Consumer Warranties. Other than the Consumer Warranties, RAW Travel disclaims all warranties.
To the fullest extent permitted by law, the maximum liability of RAW Travel to you under these booking conditions, in tort (including negligence) or at law is limited to arranging for the travel arrangements to be resupplied or payment of the cost of having the travel arrangements resupplied.
Children under the age of 12 are permitted only on private tailor-made RAW Travel tours. Children aged 17 and under who are accompanied by a parent/guardian are welcome to participate in our scheduled tours providing the tour is deemed suitable by RAW Travel for their abilities and fitness levels. Parents or guardians undertake to accept full responsibility and supervision of and for their children at all times. Please talk to one of our consultants before booking. RAW Travel trips are active, demanding trips and vary widely in their difficulty and appropriateness for children. We reserve the right to refuse any child from joining a tour where we feel trip demands would not be appropriate. Your RAW Travel Consultant can advise you on this.
In the event of a problem with any aspect of your travel arrangements, you must tell us or make our representative or our local supplier aware of such problems immediately.
We will only consider and be responsible for claims made against us where we or our suppliers have had the opportunity to put things right on the ground. If you notify us of a problem during travel and we haven’t resolved it to your satisfaction, then you must make any claim in writing within 30 days from the end of your travel
To maximise your enjoyment of your holiday and to ensure that it lives up to your expectations it is important that you choose the right holiday package for you. Our qualified staff are available to discuss your options.
Hotel rooms in Europe, Japan and other parts of Asia are often smaller than those in Australia and New Zealand. In more remote places, hotel standards may not be quite as high as in major centres. RAW Travel endeavours to use the most suitable accommodation available in each destination to ensure that passengers enjoy high levels of cleanliness, comfort and service. Please be aware that room sizes (twin, double or very occasionally triple or quadruple rooms) and facilities will vary from hotel to hotel and sometimes from room to room within one hotel and occasionally there may be bunk beds. In many areas, facilities are ensuite while others have the possibility, depending on availability and group size, of shared bathroom and toilet facilities.
In the remote European Alps regions it may be necessary to sleep in dormitories as this is all that is available. If this is the case, we will endeavour to let you know at the time of booking. Along the Kumano Kodo, accommodation is charming, historic and character-filled. Shared bathroom facilities are the norm as this is all that is available.
A limited number of single rooms may be available by request at time of booking your holiday package. Single rooms are usually smaller than standard twin or double rooms and often only have one single bed.
We welcome passengers with disabilities or special needs provided they are accompanied by a companion capable of providing all necessary assistance. Any disability or medical condition requiring special attention must be reported to us at the time of booking. It is your responsibility to advise us of your circumstances to ensure the selected tour is suited to your individual needs. We reserve the right to decline your booking or to prevent you commencing or continuing a trip if we acting reasonably consider that you will need special assistance that we are not reasonably able to provide, or if your participation will pose a risk to yourself or others. We will not be responsible for any loss of enjoyment, loss of touring or loss of monies should you be unable to participate in the tour or in any or all of the activities. Any costs incurred as a consequence of needing to return home are your sole responsibility.
By paying your deposit and completing your booking forms with us, you signal your agreement to the following RAW Traveller’s Code (which forms part of these booking conditions):
- I have chosen a trip that suits my abilities, level of fitness, and state of health.
- I do not have any physical conditions or disabilities that are a hazard to me or other RAW travellers.
- I have a valid passport and all necessary visas and vaccinations required for travel.
- I will read the RAW travel pre-trip materials about clothing, medical requirements, and culture-specific etiquette.
- I will respect the laws and customs of countries visited.
- I will follow environmental guidelines and regulations while on the trip in accordance with the RAW Travel leader’s direction or a Park authority.
- I will respect the rights and privacy of other trip members.
- I understand that travel within a group invariably involves compromise to accommodate diverse desires, travel goals, personalities, and physical abilities of all group members.
- RAW Travel leaders may be required to improvise and exercise good faith, use discretion and/or make decisions based upon group consensus. These decisions may not always please each individual but are intended to satisfy the larger desires of the group.
- I understand that RAW Travel reserves the right to refuse participation during a tour to anyone whose health or behaviour could impede the welfare or enjoyment of fellow guests. An individual may be asked to leave a trip if RAW Travel feels that the person’s continuing participation may prove detrimental to the individual or group. RAW Travel will not be responsible for any costs incurred or to refund any unused services in this instance.
- I understand travelling off the beaten track means access to medical facilities and evacuation services may be limited.
- I understand the weather is out of RAW Travel’s control and RAW Travel cannot be held liable for disruptions caused to your travel plans or ability to take or enjoy a trip impacted by extreme weather.
- I will always wear a helmet when riding bikes.
- I will drink alcohol responsibly.
These booking conditions are governed by the law in force in Victoria, Australia. Any disputes will exclusively be dealt with by a court with by the courts of Victoria and any courts entitled to hear appeals from Victorian courts.
If any provision of these Booking Conditions is found to be unenforceable, then to the extent possible it will be severed from these conditions without affecting the remaining provisions.