The following general Terms and Conditions (T+Cs) apply to customers booking with Hideaway Holidays (‘you’ or ‘customer’), however regional circumstances and regulations, contractual obligations to suppliers, and matters relating to location, product type and supply logistics may cause these to be varied slightly for specific products, or specific destinations. These amendments and alterations are shown in the T+Cs sections of each web site, and should be read in conjunction with the T+Cs shown below.
Our quotation system accesses both live pricing and static pricing depending upon the supplier. It is not uncommon for suppliers (e.g. airlines, cruise liners and hotels) to sell out, alter or withdraw prices including advertised special rates. If prices, rates or inclusions vary from your quotation or from an advertised price, we will advise you of any change prior to your booking request and any transaction being processed. If you do not wish to proceed with the booking at the new price, you may cancel the booking request at no cost to you. Once your booking has been confirmed and payment received, any new specials released cannot be applied to existing bookings. Prior to full and final payment being received, we reserve the right to vary prices and rates in the event of changes in exchange rates or price rises made by wholesalers or other suppliers. If the cost of any service increases due to exchange rate fluctuations, price increases, tax changes or any other reason, you are required to pay the increase when notified by us or you may cancel the booking. We are not liable in any way if any increase occurs due to exchange rate fluctuations, taxes or supplier notifications. Rates quoted are appropriate to the particular product at the time of quoting and these rates may change prior to the travel date. All prices are subject to availability and can be withdrawn or varied without notice.
The following terms apply to bookings made with us unless otherwise specified at the time of booking.
Payments made by credit card are subject to credit card surcharges as specified by payment providers. The current credit card surcharges are 1.2% for Mastercard, 1.4% for VISA and 1.8% for American Express and 3% for other international credit cards. Credit card surcharges will be detailed in correspondence to you by our Accounts department.
This require a non-refundable deposit of between $300 and $500, and final payment 60 days prior. This is not refundable under any circumstances. We highly recommend you purchase travel insurance.
Offline reservations made within 45 days of travel are payable in full by the following methods:
Electronic Funds Transfer to our nominated account as set out on the booking form.
Airlines tickets are instant purchase and the airlines require full payment at the time of booking. If you make an Offline reservation and pay by credit card we will purchase your flights upon payment. If you pay by direct deposit we will purchase your flights once we have received cleared funds in our bank account.
As soon as your flights are confirmed you should contact the airline directly to request seating assignments, special meals, baggage and other services. Please check that the airline has your latest phone contact and should this change you must notify the airline directly (as well as Hideaway Holidays). Hideaway Holidays is unable to assist you in requesting seating assignments, baggage, meals and other services.
In most cases you airline tickets are issued as an e-ticket. When you receive your documents from us you must open and read all attachments. Please ensure you check-in for your flight in accordance with the requirements of the particular airline.
Tickets must be issued in the same that appears on your passport. You must advise at the time of booking the correct name as they appear on your passport of all individuals travelling. If it is subsequently found that tickets have been issued in an incorrect name, and the tickets and other documents need to be re-issued, charges may apply which will be charged to your Credit Card.
There are no card fees associated with this form of payment. Direct Deposits must be made 48 hours prior to the due date to ensure funds are received in time.
By providing your credit card details and accepting our T+Cs, you authorise Hideaway Holidays to arrange for funds to be debited from your nominated credit card.
Your bank or credit card provider may apply currency conversion fees.
Certain accommodation and tour products will apply additional cancellation charges. These cancellation conditions and costs are located under the pricing on the individual pages and will be clearly advised to you in writing at time of booking.
Some amendments made to confirmed bookings may incur a fee, depending on the nature of the bookings; bookings with a value of up to $1,000 incur a fee of $25, bookings with a value of over $1,000 incur a fee of $50. The fees are charged per amendment. This is in addition to any fees that may be levied by the supplier or airline.
Any fees charged to Hideaway Holidays by our Credit Card payment provider arising from a chargeback or a disputed charge on the cardholder’s credit card will be charged to the cardholder. This fee is non-refundable.
Any alteration or cancellation of services after your holiday has commenced can incur penalties. There is no refund for unused services.
All refund requests must be in writing, and made direct to us or through the Agent from whom the travel arrangements were purchased. Claims must be made within 10 days of completion of travel arrangements. Refunds will not be made for bookings cancelled due to inclement weather or illness. These must be claimed through your travel Insurance. A $50 processing fee may apply to approve refunds. No refunds will be made for services once travel arrangements have commenced. No guarantee is provided or warranted that any refund will be available.
Any abnormal incidents including injuries, service problems, cancellation of a service or dissatisfaction must be reported to Hideaway Holidays during the event to allow us an opportunity to rectify the situation or provide assistance.
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings. If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement programme.
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