RACV Holiday Packages General Terms & Conditions

1. Definitions

Definitions used in these Terms and Conditions:

"Third Party Travel Provider” means the company or person (other than RACV) who provides you with the Travel Product on terms and conditions agreed with you.

“Travel Product” means the service or product provided by either RACV or a Third-Party Travel Provider, for example, an airline or a hotel.

“We” and “us” means Royal Automobile Club of Victoria (RACV) Limited

“You” means any person who acquires a Travel Product through RACV.

2. What RACV Provides

Accommodation at RACV resorts is provided by RACV directly.

Unless otherwise specified in your specific Travel Product terms and conditions, RACV Resort Booking and Cancellation policies apply to your stay at any RACV resort and can be found here:

Main Policy:

https://www.racv.com.au/travel-experiences/resorts/cancellation-policies.html

Victorian Resorts:

https://www.racv.com.au/travel-experiences/resorts/cape-schanck/policies.html

https://www.racv.com.au/travel-experiences/resorts/torquay/policies.html

https://www.racv.com.au/travel-experiences/resorts/inverloch/policies.html

https://www.racv.com.au/travel-experiences/resorts/cobram/policies.html

https://www.racv.com.au/travel-experiences/resorts/healesville/policies.html

https://www.racv.com.au/travel-experiences/resorts/goldfields/policies.html

Queensland Resorts:

https://www.racv.com.au/travel-experiences/resorts/royal-pines-gold-coast/policies.html

https://www.racv.com.au/travel-experiences/resorts/noosa/policies.html

Tasmania

https://www.racv.com.au/travel-experiences/resorts/hobart/policies.html

3. Pricing

All package prices are in Australian Dollars, inclusive of GST (where applicable).

In order to secure the package price, full payment must be made at time of booking. All package prices are correct at the time of publishing, and are subject to availability, surcharges, blackout periods, minimum night stays and seasonal variations. Final price will be displayed prior to payment and also listed on your booking documentation. 

4. Commissions and Financial Arrangements

RACV may receive remuneration through commissions, financial incentives and other means from booking or selling Travel Products and travel-related products and services on your behalf with Third Party Travel Providers and other third-party travel service providers.

5. Fees

Cancellation fees may apply to bookings, please refer to your booking documentation for cancellation and amendment fees (if booked by phone, details will be provided prior to payment).

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

6. Payment Options

Full payment must be made at time of booking, You may pay by MasterCard, Visa and PayPal online.

Once booking is paid and confirmed you will receive individual travel vouchers for each component of your booking (i.e. hotel and service).

Travel vouchers must be presented at check-in and to receive each service. Identification may be required when travel vouchers are used.

7. Changes to Booking

Booking Changes (RACV bookings):

We are unable to make changes to your booking details once your booking is confirmed. If you require a date change, You will need to cancel your booking and rebook alternative dates. Cancellation fees may apply.

If RACV needs to change any part of your booking for reasons beyond our control we will notify you. If any such changes result in your Travel Product costing more or otherwise being materially different to your original booking, then you may cancel the Travel Product and we will refund any monies already paid, less any fees charged either by us under these terms and conditions or by the Third Party Travel Providers.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

8. Refunds

Refunds for Travel Products are subject to the specific Travel-Product terms and conditions that you agreed with RACV or the relevant Third-Party Travel Provider prior to completing your booking. Refunds may take up to 7 days to be received.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

9. Cancellations & Amendments

If you wish to amend your Travel Product, we reserve the right to charge an amendment fee which will be advised at time of change. If you cancel your Travel Product altogether, you may incur a cancellation fee. The amount of this charge will vary depending on when the cancellation is made and the terms and conditions of the package or service you are cancelling.

The Third-Party Travel Provider may also charge cancellation and amendment fees as outlined in their relevant terms and conditions.

Most Third-Party Travel Providers treat name changes and route and/or itinerary alterations as FULL CANCELLATION and these can incur full cancellation charges.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

10. Travel Documents

Travel documents include (without limitation) airline 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).

Travel Documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation, re-issue 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 and some carriers will deny carriage if the name varies from the passport or photo identification provided and the booking may be cancelled.

It is your responsibility to ensure you have all required Travel Documents prior to travel. We will not be held responsible for tickets and/or documentation lost by you or a third party. Any charges associated with re-issue and re-sending of tickets and/or documentation will be at your expense. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Any errors in names, dates and timings on your documentation will be your responsibility. Please advise us immediately of any errors.

11. RACV Liability

Nothing in these Terms and Conditions excludes any liability implied or imposed by any laws (including the Australian Consumer Law) that cannot be lawfully excluded or limited.

Where RACV can limit its liability under the Australian Consumer Law, RACV limits such liability to the following (at RACV’s option):

• in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of goods, the payment of the cost of replacing the goods or of acquiring equivalent goods; or
• in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.

12. Third Party Travel Provider Liability

As an agent for Third Party Travel Providers, we are not liable to you for a breach of obligations by the Third-Party Travel Provider in providing you with a Travel Product.

The Third-Party Travel Provider is liable to you for a breach of obligations in providing you with the Travel Product.

Third Party Travel Providers may have different or additional conditions. Please check the package-specific terms and conditions for your Travel Product.

13. Your obligations and warranties

You warrant to us that:

• You are at least 18 years old and have the power and authority to enter into a binding contract with us and with the Third-Party Travel Providers of the Travel Products that you acquire
• You have read these Terms and Conditions and if booking for third parties, warrant that you have the authority to do so and have provided a copy of these Terms and Conditions to them.
• The information you provide us about yourself is true, accurate, current and complete (apart from any optional items) as required by any registration process
• You have read the terms and conditions of any applicable Third-Party Travel Provider and agree to be bound by those.
• You are responsible for checking the accuracy of all documents provided to you.
• You are responsible for contacting the airline at least 72 hours prior to travel to reconfirm your booking and you have accessed the Smarttraveller website for any specific information about your intended destination.
• You accept that Passport/Visa and other required identification documents are your responsibility.
• You have considered acquiring comprehensive travel insurance and we are not responsible for any failure by you to acquire adequate insurance cover.
• You understand and agree that due to Covid-19, there may be restrictions in place in relation to the Travel Product you have purchased, for example, some amenities may not be available and/or social distancing rules may apply during your stay. You acknowledge that it is your responsibility to check with the Third-Party Travel Provider directly for their latest information.

14. Marketing

You agree that RACV and its related bodies corporate may contact you with marketing and information about their products and services, discounts, special offers, competitions and invitations to special events, for an indefinite period unless and until you opt out of receiving these communications. You agree that any contact details provided by you can be used for these communications, including to contact you by post, phone, email and SMS. If at any time you wish to opt out from receiving these communications, please let RACV know by using the “Opt Out” instructions in the RACV Privacy Charter (available at www.racv.com.au) or any opt out means provided in the communications.

15. Privacy

Use of any personal information that you provide to us is governed by our Privacy Charter and any privacy collection notice we make available to you at time we collect your personal information. You agree that we may handle your personal information as described in the privacy collection notice, including to communicate with you about your booking and services related to your booking.  You agree that any contact details provided by you can be used for these communications, including to contact you by post, phone, email and SMS.  

16. Governing Law

These Terms and Conditions are governed by the laws of the State of Victoria and you agree to submit to the exclusive jurisdiction of the courts of the State of Victoria to determine any dispute arising out of or in connection with these terms and conditions.

17. Updating Terms and Conditions

We reserve the right to alter and/or update these Terms and Conditions at any time. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on our website, applications, or services, which are effective upon posting. The applicable terms that apply to your package  are those in effect at the time you make a booking with us.

18. What our Third-Party Travel Providers provide

Other Third-Party Travel Providers

Other Third- Party Travel Providers, such as hotel accommodation packages, transfers, attractions, experiences also have their own terms and conditions. These can be found at:

• EPS terms and conditions
• Hotelbeds terms and conditions
• Hughes Transfers terms and conditions

RACV will also use all reasonable endeavours to advise you of any specific terms and conditions relevant to a third-party product (such as refund and cancellation conditions) at the time of booking.