Travel restrictions are constantly changing. Please check the latest travel advice before you book and travel.
These Terms and Conditions apply to travel/holiday arrangements you booked with us and accepted by us. All references in these Terms and Conditions to “travel”, “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such travel/holiday arrangements unless otherwise stated. In these Terms and Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means Kintetsu International Express (Oceania) Pty Ltd ABN 45 003 425 867.
All communications from us will be via email.
We sell various travel /holiday products as agent on behalf of numerous transportation, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as all of our wholesalers. Any booking, advisory and other services (such as processing a change or cancellation with the relevant travel services provider) that we provide to you are collateral to that agency relationship. Our obligation to you is to (and you expressly authorise us to) provide booking and advisory services, including making travel bookings on your behalf and arranging relevant contracts between you and travel service providers. We exercise care in the selection of reputable travel service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage, cancellations policy and limitations of liability, imposed by these travel service providers. We can provide you with copies of the relevant travel service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific travel service provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault on our part) any travel service provider is unable to provide the services for which you have contracted, your rights are against that provider and not against us.
All prices on our website are in Australian Dollars.
Prices for Australian Domestic tours include GST (Goods and Services Tax).
All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once your booking has been paid for in full by you. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact your consultant for up-to-date prices.
We receive remuneration through commissions, financial incentives and other means (together, “financial arrangements”) from booking travel and travel-related products and services on your behalf with third party travel service providers. We are not required by law to disclose the nature or value of these financial arrangements.
Travel Planning Fee – Personalised itinerary design & tailor-made bookings
A Travel Planning fee is
This fee is applicable for the independent research and time required to design your personalised/tailored travel itinerary. This is payable at time of your initial consultation. On finalisation of your booking this amount will be deducted from your total balance. If you decide not to proceed with your booking and/or your travel arrangements are cancelled for any reason, this payment/fee is non-refundable.
A non-refundable deposit of 10% of the tour price per person for all land-only booking is payable within 3 business days of our acceptance of your booking. The balance must be paid no later than 30 days prior to your tour commencement date.
A non-refundable deposit of 10% of the tour price per person for all land-only booking is payable within 7 days of our acceptance of booking. The balance must be paid no later than 75 days prior to your tour commencement date.
We accept credit card and direct deposit. Please make payments by the payment due date as per our deposit and final payment terms. Credit & Debit card merchant fees apply. (Visa and Master 1% and Amex 2%) If you make a direct deposit, please send us a copy of your bank transaction receipts by email. Direct deposits may incur an additional bank fee which is payable by customers. If you purchase from overseas, we accept credit card only. Please note, for security reasons, we only accept credit card details in person or over the phone and not via email.
We do not accept credit card payments from a third party without the cardholder’s written authorisation together with a copy of the front and back of the card used to make the purchase.
If for any reason the deposit or the final balance is not received by us by the due date, we reserve the right to treat your booking as cancelled and apply the appropriate cancellation charges. Any deposit paid will be forfeited.
Should you or a member of your party decide to cancel a booking or any part of the booking, you must advise us via email immediately. Cancellations by phone will not be accepted. The Cancellation date is the date we acknowledged receipt of your written cancellation via email. If you email us outside our business hours, the next earliest operation date will be the date of receipt of your cancellation request.
Our website applies Australian Eastern Standard Time, AEST (UTC+10).
All cancellations will be subject to the following cancellation charges:
If you cancel:
If you are not present on the tour commencement date, 100% of the total cost of tour.
Any booking once made in relation to pre or post-tour rail tickets and hotel accommodation can not be cancelled and any money paid is not refundable.
If you have purchased any air ticket from us, then the rules of the airline applicable will set out the cancellation and/or amendment charges. Please refer to the below Domestic & International Service, Amendment & Cancellation Fees
If you cancel:
If you are not present on the tour commencement date, 100% of total cost of tour
Any booking once made in relation to pre or post-tour rail tickets and hotel accommodation can not be cancelled and any money paid is not refundable. If you have purchased any air ticket from us, then the rules of the airline applicable will set out the cancellation and/or amendment charges. Please refer to the below Domestic & International Service, Amendment & Cancellation Fees.
If your tour is cancelled (or if you decide to cancel the tour because of the material modification) due to Force Majeure before the commencement date of the tour: we will refund all monies paid by you less any unrecoverable third-party costs and less fair compensation for work undertaken by us up until the time of cancellation and in connection with the processing of any refund.
We will charge the following service fees. Service fees are inclusive of GST and are applicable per person and are all non-refundable. These service and change fees are in addition to the penalty fee, airfare and taxes differential levied by the airlines, Japan Rail Pass & Kintetsu Rail Pass as per their conditions at the time of purchase and our suppliers’ fee.
| Booking Fee | Amendment Fee | Cancellation Fee | |
|---|---|---|---|
| Domestic & Trans-Tasman flight | $ 22.00 per one-way per person | $ 55.00 per ticket per person | $ 110.00 per ticket per person |
| Domestic & New Zealand Land | $ 55.00 per booking per person | Refer to the above cancellation fee | |
| Credit Card Merchant Fee | Non-refundable |
| Booking Fee | Amendment Fee | Cancellation Fee | |
|---|---|---|---|
| International flight | Economy $ 100.00, Premium Economy $200.00, Business $300.00, First $500.00 per ticket per person | $ 150.00 per ticket per person | $ 250.00 per ticket per person |
| International Land | $ 50.00 per booking per person | Refer to the above cancellation fee | |
| Credit Card Merchant Fee | Non-refundable |
Airfare conditions vary with airlines. Some fares have special requirements and payment deadlines. Please check these conditions with our agent.
There are numerous rules and regulations affecting most advance purchase and other discounted air fares, which involve substantial cancellation or amendment fees, and in some instances there are no refunds whatsoever on cancelled air tickets should you need to amend or cancel your travel plans. If you have any queries regarding these fees, please do not hesitate to contact us. You must familiarise yourself with the rules and check the conditions applicable to your airfare and ensure that you accept those rules and conditions before you make a booking. Once you confirm your booking and make payment you are bound by the rules and conditions of the relevant airline carrier.
If you require any changes to be made to your airline tickets, airline change fee, re-issue fee, any airfare and/or taxes differential will apply, plus our additional administration service fee will also apply.
If you cancel your ticket, airline cancellation fee will apply, plus our additional administration service fee will also apply. All Domestic Australia & New Zealand tickets are normally non-refundable. Availability of any refund upon cancellation of any International tickets will depend on the type of airfare that you purchased. Please check these requirements before you finalise your International travel booking.
All flights bookings are subject to the carrier’s conditions of carriage.
We reserve the right to charge cancellation or amendment fees to cover our administration costs. This fee is in addition to any charges levied by the airline carrier. Please note that the conditions for particular airfare may not permit any refund. If we are obliged to cancel your booking for any reason, our liability will be limited to a refund of all monies paid by you less any cancellation fees and subject to the airline carrier’s terms and conditions.
To the full extent permitted by the law, no refund is available after the travel/trip has commenced, in respect of any tours, accommodation, meals or any services not utilised.
We recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) or visit their website at https://www.smartraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.
We strongly recommend that you familiarise yourself with the current status and updates to Australia’s immigration and border arrangements during the COVID-19 outbreak, available at https://covid19.homeaffairs.gov.au.
In addition you should familiarise yourself with airline requirements around passenger safety, including the requirement for face masks and the need to produce evidence meeting airline and border control requirements in relation to a negative COVID-19 test both for transit and final destination passengers. This information is subject to change without notice so we recommend you update yourself in relation to the relevant airline and government policies for your transit and final destination at each of (i) the time of booking, (ii) as you approach your travel date, and (iii) immediately before travel.
You acknowledge that you are choosing to travel at a time where you may be exposed to the Coronavirus. It is your own responsibility to acquaint yourself with all relevant travel information, including applicable health risks. You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks.
In the event of unavoidable or extraordinary circumstances, a travel service provider may materially modify or cancel your booking.
A material modification is one that has a serious impact on your booking and would cause substantial inconvenience to you (including a change of departure date, departure point or airport, or change of departure time of more than twelve hours).
For Australian passport holders, visas are not required to enter New Zealand or Japan. Australian passport holders can stay in Japan for a maximum of 90 days without a visa. Australian travelling overseas must have a valid passport and the validity of the passport must be at least six months after the date of return. Furthermore, travellers residing in Australia who do not hold an Australian passport shall require a valid Resident Return Visa for Australia. All travellers should familiarise themselves with any health or visa requirement that may be applicable, and, you will be responsible for all exit, entry, health and other documents required by laws, regulations, orders, demands or requirements. If you are not holding an Australian Passport, please consult us for any visa requirements.
For non-Australian Passport holders travelling to New Zealand, a NZeTA (New Zealand Electronic Travel Authority) must be obtained at least 72 hours prior to departure. Furthermore, travellers residing in Australia who do not hold an Australian passport shall require a valid Resident Return Visa for Australia.
Please check NAME, SCHEDULE and DETAILS of your booking before payment. Any errors in names, schedule and details on your documentation will be your responsibility if not advised at the time of booking. Service fees will apply to make any changes after ticket/documents have been issued. Any administration, amendment and/or cancellation fees payable to correct any errors are the sole responsibility of the traveller.
All customers are required to familiarise themselves with any health requirements specific to the countries being visited. You must ensure that you are aware of any health requirements and recommended precautions relevant to your host destination/s and ensure that you carry all the necessary vaccination documentation. You may need proof of certain vaccinations to enter and exit some countries. In many cases, failure to present the required documentation like vaccination certificate (e.g., proof of hepatitis A & B, yellow fewer & Covid-19 vaccination) may deny your entry into a country. Some airlines, hotels, restaurants, museums, cruise lines and coach companies require evidence before you are allowed to board or gain admission. We recommend that you consult with your family doctor, travel doctor or other medical specialist t can advise you as to what vaccinations and preventative health measures you should take before you commence your travel. General health advice for the host country you wish to visit is also available from DFAT website, https://www.smartraveller.gov.au.
Any dietary requirement/food allergy, disability, medical, health, physical, psychological, or behavioural condition (‘health conditions’) must be discussed with your doctor who must confirm your suitability to travel on your chosen tour. If you or any member of your party has any health conditions, which may affect you while travelling, you must provide us with full details in writing prior to making your booking so that we can assist you in considering the suitability of your arrangements. You must also promptly advise us if there are any changes to your health that may affect your holiday after your booking has been confirmed. In the best interests of yourself and of your tour group, we reserve the right to prevent you from further participation on our tour if your health condition can significantly affects the safety, enjoyment or wellbeing of yourself or other participants of the tour. Whether your medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider’s sole and absolute discretion, and will often depend on several factors, including (without limitation) any modes of transport and local standards at the destination. While we will include all your health and medical requests as a file note to our travel service provider/s, we cannot guarantee that all your request will be accommodated. It is therefore your responsibility to follow this up with the travel service provider/s directly either at the destination or prior to travelling where possible. We will not be liable to refund any part of the price of the tour paid by you, or on your behalf, which you have not used if you are prevented from participating on a tour due to your health condition. You will be solely responsible for making alternative arrangements to accommodate any health condition. The information provided does not, under any circumstances, make us liable if your condition exacerbates or affects your ability to participate in any portion of the tour. Your medical and dietary information is collected so that we could best determine your suitability for the tour. Your medical and dietary information will be provided to our suppliers and overseas partners for the sole purpose of endeavouring to accommodate your condition where possible.
Please Note
It is your responsibility to ensure that you meet all entry criteria of your host country prior to your departure.
Entry requirements change frequently. we recommend that you visit the government website of your host country for the most up-to-date information. As countries around the world strive to control the spread of the Coronavirus, many have stipulated that travellers are only allowed to enter their country if they have proof of being fully vaccinated by their approved vaccines and/or have proof of a negative COVID-19 test in addition to your International Covid-19 Vaccination Certificate.
Please ensure you check that the host country accepts tests from the testing centre of your choice. You should also check how long it may take to receive the results. Many countries insist that your negative result must have been received within a specific time frame of you travelling. So, our
recommendation is that you check carefully. The Government Health Direct website has further information on how to find the closest testing clinic. It is your responsibility to check that your host country accepts tests from the testing centre that you have chosen, and that you meet all the entry requirements of that host country prior to your departure.
We are not liable if you are refused entry to the host country or local services for any reason. In all cases, the responsibility rests solely with the individual travellers.
In this time of escalating prices and economic instability, it is impossible to predict accurately fluctuations in exchange rates or increases to the cost elements of the tours. Our prices is subject to the prices being offered by service providers which may fluctuate. We do not have control over the prices of airfares, fuel, airport and airlines taxes and surcharges, hotel rates and other service provider’s rates. In the event of any fluctuations or increases in the costs of services provided by service providers such as airfair, transportation, hotel accommodation and other services, we reserve the right to adjust our prices as may be necessary at any time until the final payment is made by you.
If we are forced to change your booking or part of your booking for any reason beyond our control, we reserve the right to vary your itinerary and will endeavour to give you notice thereof. In the event that any one change or series of changes to your itinerary demonstrate that your tour has thereby become materially different from the one you booked and in respect of which we have accepted your deposit or full payment, you have the right to ask for a rearrangement or cancel your tour and all monies will be refunded less our administration charges and any charges levied by suppliers.
It is essential that you check with us about any such changes been made to your tour before you make your final payment. In the unlikely event that we have to cancel your tour because of events outside our control, we will, if we are able to, offer you an alternative tour of a similar standard. If you do not accept this alternative tour, we will refund in full any monies already paid less our administration charges and any charges levied by suppliers.
Interstate and intrastate passengers are responsible for the cost of their own travel arrangements from their hometown to and from their choice of the international departure city. The price of any accommodation in Australia, passport, and visa costs where applicable, are not included in the tour price, nor are items of a personal nature such as laundry, taxis, telephone calls, excess baggage charges, insurance, porterage, drinks, meals and room service, unless specified.
Travel Insurance is strongly recommended by the Australian Department of Foreign Affairs and Trade for any travel. We strongly recommend that at the time of booking you purchase your travel insurance and have adequate cover for the duration of your trip. It is important to note that all bookings with us are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers, and other service providers, including but not limited to shipping, rail, car hire and restaurants, whose services we use. Some of which limit or exclude liability in respect to death, personal injury, delay and loss or damage to baggage and our liability is excluded or limited accordingly.
Your insurance should at least include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability insurance. We cannot in any way be made liable for any additional cost incurred by you on any tour due to you not having adequate travel insurance.
We can assist you to obtain travel insurance that suits your needs and can protect your interests. All insurance claims should be directed to the insurance company that you have selected.
You agree to indemnify us against any costs, liability, payments and/or damages we may pay on your behalf or suffer as a result of you not taking out an adequate travel insurance.
Tour contents, prices, times and facilities may be changed with or without notice due to operation conditions, road conditions, weather or other reasons. Especially, tours planned during Easter holiday, Christmas holiday and New Year holiday may be changed. If you have any concern, please feel free to contact our tour operators or guides.
Tour may not be able to be operated on the day because of Force Majeure including weather, tides and other inevitable events/environments or when the minimum number of participants is not achieved. (Only adults are counted for the purpose of establishing minimum number of participants). Most tours can be operated under the rain but if you have any concern, please feel free to contact our tour operators or guides.
During tours that include alcohol tastings, it is unlawful for tour participants under the age of 18 years old to consume any alcohol.
Each tour has various meet-up locations and times. Please be at the designated meet-up location at least 5 minutes before the meet-up time. If you fail to show up at the designated meet-up location on time, you may be considered absent. In that case, the tour fee is forfeited. We have no responsibility for any loss due to this.
If reconfirmation is required, please do so a day prior to the tour date with the relevant suppliers during business hours. If you fail to reconfirm, you may miss any information especially about any changes to your tour. In this instant, we have no responsibility for any loss, and therefore cannot reschedule your tour and your tour fee is non-refundable and is forfeited.
If you have any special request or needs, you must inform us prior to making a booking. Although we will endeavour to pass on your reasonable requests or requirements to the relevant supplier, we cannot guarantee any or all your request or requirement will be met. We cannot be held liable for any failure by service providers to meet your special request or requirement. Confirmation that a special request or requirement has been noted or passed on to the supplier or inclusion of the special request or requirement on your confirmation invoice or any other documentation is not confirmation that the request or requirement will be met. Unless and until specifically confirmed, agreement to meet your special request or requirement is at the discretion of the service providers. Until you receive a written confirmation from the supplier that your request or requirement will be complied with, you must assume that it will not be. The responsibility for providing the special request lies solely with the supplier and not with us. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request or requirement. All such bookings will be treated as “standard” bookings subject to the above provisions on special request or requirement.
Hotel descriptions featured on our website are based on current hotel guides provided by suppliers and contractual agreements. Any facilities described are subject to change at any time. Maps and photographs are included for general information only and may not necessarily reflect the actual routings, location or services. We have made reasonable enquiries to verify that the descriptions and details are accurate but do not warrant that they are.
We retain the right to remove any participant from our group tours for reasons that impact on the enjoyment or safety of other tour members, such as, but not limited to, unsocial or unruly behaviour, intoxication and or the use or carriage of prohibited substances and materials.
Airline schedules from different cities vary so travellers from some cities may need to make their own way to another capital city to join the tour or may require pre or post-tour accommodation, a stopover or have a lengthy transit en-route to their destination. Any cost for accommodation, transportation or meals incurred in that regard will be the travellers’ own expense. We can assist with any of these additional services.
In consideration of us allowing you to book on-line, you warrant to us that: (a) you are at least 18 years old and have the power and authority to enter into a binding contract with us and with the carriers of product and services that you acquire; (b) the information you provide us about yourself is true, accurate, current as required. When making an on-line booking, you must enter details of each traveller correctly and in accordance with their passport. We cannot be liable for any loss or damage arising from the incorrect entry of a traveller’s name or as a result of the carrier’s policies.
We always do our best to ensure that your tour arrangements are satisfactory, and we accept liability for, but only to the extent of, any loss or damage sustained by you as a result of our negligence or that of our employees.
To the extent permitted by law, neither we nor any of its related bodies corporate, directors, officers, employees, servants or agents 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 the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, Force Majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).
This contract is governed in all respects by the laws of the State of New South Wales and any legal action arising under this contract shall be litigated only in the appropriate court having jurisdiction in the State of New South Wales.
By making any payment towards a booking, the passenger has agreed to be bound by the terms and conditions set by us. We reserve the right to cancel or vary a tour prior to departure due to insufficient numbers of tour participants. In such an event, alternative guaranteed travel dates will be offered. Should these options not be acceptable, we will refund the full price paid, less visa processing cost. If a tour is cancelled or varied prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, we will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party. Unforeseeable circumstances such as force majeure, adverse weather, flight rescheduling, hotel overbooking and faults with transportation or road conditions may also have an effect on the tour itinerary after the commencement date. Any decision made in respect of tour services by independent operators to re-route or amend the itinerary due to any of the above or similar circumstances is at the discretion of the tour service provider and we shall not be liable for any claim whatsoever arising from such events.
Your personal details will only be used for the purpose for which you provided them (i.e. booking purposes and marketing communications) and are securely maintained in our Client File Database. Your personal details will not be passed on to any third party without your prior written authority, except where we are required by law to do so. Our full Privacy Policy can be viewed at https://www.kintetsu.com.au/privacy/
By opting-in to our marketing communications, you agree that we may use your personal information to send you newsletters and other information relating to our products that we think may be of interest to you.
If you no longer wish to receive marketing information from us, you can unsubscribe this by clicking the link in the footer of our emails or emailing us. You may continue to receive our newsletters for a very short period while our system updates your request after unsubscribing.
We may revise or correct any contents on this Terms and Conditions at any time without notice.
| Address | Suite 6.03, Level 6, 28 Margaret Street, Sydney, NSW 2000 Australia |
|---|---|
| Tel | 02-8251-3300 |
| sydout@kintetsu.com.au | |
| Business Hours | Monday – Friday 09:00 – 17:30 (Closed on weekends and public holidays & company holiday/31 Dec)
* Please book at least 7 days prior to departure or check-in. |
Kintetsu International Express (Oceania) is an ATAS accredited travel agent in Australia, a member of the Australian Federation of Travel Agents. In Australia, we specialise in arranging Corporate and Group Travel for businesses, schools, religious groups and cultural organisations. We have Travel Centres in Sydney serving our Australian customers and offices in Cairns, Gold Coast and Auckland handling Japanese inbound tours. We are also an authorised travel agent to sell Japan Rail Pass and Kintetsu Rail Pass in Australia
Kintetsu International belongs to the travel arm of the Kintetsu Group, a multi-billion-dollar conglomerate which operates a major Japanese rail system, bus & freight forwarding companies, department stores, restaurants & hotel chains. We have more than 150 offices in Japan and more than 40 overseas offices worldwide. Utilising our global network, we guide our customers to every location around the globe with quality and dependable services.