Booking & Refund Policies
General Refund Policy
This General Refund Policy (along with the specific booking / cancellation conditions set out in the offer and as outlined below) sets out the circumstances in which Luxury Escapes may provide refunds to our Members (“Member” or “you”) in respect of an offer.
This General Refund Policy does not apply to flights and any flights purchased through Luxury Escapes (including those purchased as part of a package) are subject to the refund policies of the respective flight operator. See Flights for more information.
In addition, except as expressly set out in the cruise cancellation policy outlined below, cruises purchased through Luxury Escapes are subject to the refund policies of the respective cruise operators (please refer to the Fine Print of a package for more detail)
Introduction
It is noted that Australian Consumer Law (which is part of the Competition and Consumer Act 2010 (Cth)) provides for certain statutory guarantees, which cannot be excluded, restricted or modified by us. These warranties are in addition to any voluntary warranties provided by Luxury Escapes. Nothing in this Refund Policy affects your rights under the Australian Consumer Law or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.
Luxury Escapes will provide a refund where:
- Where the cancellation terms of the specific offer (as outlined in the ‘Fine Print’ or the specific terms of the offer) expressly allow for a refund; or
- prior to the redemption of the offer and during the validity period (as provided in the fine print of the offer) the provider of the offer ceases trading permanently or officially enters into administration or liquidation.
- We are required by law to do so.
Circumstances that do not qualify for refunds
For the avoidance of doubt, the following are circumstances that DO NOT qualify for refunds:
- where you have failed to read the Specific Terms and Conditions of the offer (located under ‘The Fine Print’ section in the Deal or as set out under the specific cancellation policies below), or the General Terms and Conditions; or
- if you change your mind (except where such change of mind and request is within the required cancellation periods outlined in the relevant cancellation policy);
- if you purchase a “Buy Now, Choose Dates Later” option and are unable to obtain your preferred dates or otherwise fail to make a booking by the required ‘book by’ period outlined in offer;
- if you purchase a “Buy Now, Choose Dates Later” option, choose dates and then subsequently wish to change to other dates which are not available;
- If you are a ‘no-show’ and/or fail to check-in on your booking date.
- if the merchant on behalf of whom we are advertising the offer does not honour the terms of the offer because you have failed to present a booking confirmation on redemption; or
- if you cannot redeem the offer prior to the end of the redemption period due to travel commitments; or
- if you cancel a scheduled booking such that the cancellation voids the package in accordance with the merchant’s cancellation policy
- if the Deal experience did not meet your general expectations (for whatever reason);
- if you have had a dispute with the business on behalf of whom we are advertising the offer; or
- if the Business does not have availability to redeem your package because you have not attempted to make a booking within a reasonable period of time (as determined by Luxury Escapes) from the expiry date;
- if you have Luxury Escapes Credit and that Credit expires prior to you making a booking (see General Terms & Conditions for terms around Credits).
Force Majeure
For the purpose of this clause a “Force Majeure Event” includes (but is not limited to) means any act, event or cause including earthquakes, cyclones, floods, fires, lightening, storms or other acts of God, strikes or industrial disputes, riots, terrorist acts, civil disturbances, breakages of machinery, or industrial conditions, or arising out of any other unexpected and exceptional cause, delays in transportation and dispositions or orders of governmental authority (including, without limitation, as a result of novel coronavirus (COVID-19) (whether new or existing), which prevents a trip to commence, continue or be completed.
If your hotel or resort booking for a Limited Time Lux Exclusive package is cancelled or is not able to be taken due to a Force Majeure Event (as defined above), Luxury Escapes will offer you a choice of either:
- a 100% Luxury Escapes credit in the amount paid for your purchase; or
- a refund less any unrecoverable costs (including but not limited to cancellation costs or monies not able to be recovered from third party suppliers, marketing, production, content, finance and any other costs incurred to sell the package).
Any credit resulting from a cancellation under this clause:
- Will have an expiry date of 1 year from the date of issue;
- is not redeemable for cash;
- excludes flights or the flight component of any package (which is subject to the specific terms and conditions offered by the carrier).
Otherwise, except as set out above, Luxury Escapes will not be liable for any loss or damage incurred or suffered by the Member (including but not limited to) any cost, expense or loss incurred or suffered in connection with the booking or flights associated with the booking.
8 December 2020: Our booking and refund policies have been updated to improve the user experience. You can access the previous version here.
Submitting a request for a refund
A request for a refund must be submitted via the form located on the Contact Us page of the Luxury Escapes Website. All Members requesting a refund will be required to provide full particulars as to why they are seeking a refund in accordance with this policy.
Luxury Escapes will verify
Luxury Escapes will verify the validity and veracity of some or all of the particulars of a request for refund by consulting with the relevant merchant responsible for fulfilling the offer. Luxury Escapes may also ask you (by phone or email) to provide additional information in relation to the refund request.
Luxury Escapes may refuse request
In circumstances where we believe that a request for a refund does not fall within the scope of this Policy, is misleading, incorrect and/or deceptive or is otherwise invalid, Luxury Escapes may, in its absolute discretion, refuse a refund request. Luxury Escapes is under no obligation to provide you with reasons as to why your request has been refused. Please note, any fraudulent refund requests will be immediately referred to the relevant authorities.
Refund to credit card
The refund will be credited to the Credit Card used to purchase the offer. Any refund provided by Luxury Escapes is in no way an admission of liability by or on behalf of Luxury Escapes or the admission of any other fact in connection with any act or omission which led to the request for a refund being submitted by the Member.
In the event that Luxury Escapes exercises its discretion to provide a refund outside of the ‘7 day change of mind guarantee’ policy’ (or any other prescribed refund policy), then such refund must be back to the credit card used to make the purchase. Otherwise, if you request the refund be made to an alternate or new credit card (including an existing credit card with a new expiry) or any other bank account then Luxury Escapes reserves the right to charge a $95 service / handling fee (which will deducted off the refund amount). Such fee will not be charged if the refund is made to Luxury Escapes credit.
Change to policy
Luxury Escapes may change this Policy at any time at our absolute discretion by posting the revised policy on this Website. It is your responsibility to review the terms of this Policy regularly. Your continued receipt of our daily emails will constitute acceptance and acknowledgment of the terms of this Policy.
Contact information
Any feedback or questions regarding this Policy should be emailed to support@luxuryescapes.com and addressed to the and addressed to the Company Secretary.
Additional information
In addition to the General Refund Policy outlined above your right to a refund will depend on the specific cancellation policies relevant to the relevant product that you purchase.
For the specific cancellation policies for each product see below:
Limited Time Lux Exclusive
Refund Policy
‘7-day change of mind guarantee’ Limited Time Lux Exclusive bookings (including ‘Buy Now, Choose Dates Later’ purchases) may be cancelled with a full refund provided that cancellation occurs strictly within 7 days from the date of purchase and provided that the cancellation is made no less than 14 days prior to the check-in date. See offer Fine Print for details.
Note if Qantas Points are used to make the purchase that is cancelled or required to be refunded then Luxury Escapes Credit will be issued.
Buy Now, Choose Dates Later
If you elect to buy a ‘Limited Time Lux Exclusive’ offer now but wish to book the particular dates at a later time you will be required to:
- Log into Luxury Escapes (using your email address and password)
- Click on the relevant deal
- Select the “Buy now, choose dates later” option
- You will get a confirmation email with details about the booking but no booking confirmation will be generated;
- In order to book your trip you will need to go to the My Escapes/My account to Book the dates.
You will be required to produce a booking confirmation at check in. In the event that you forget, lose, misplace or have the confirmation stolen, you will be required to produce another copy of the confirmation. Neither Luxury Escapes, nor the merchant, shall be required to provide any refund or a replacement booking or product, in the event that you fail to produce a travel booking confirmation upon request.
Change of Date
You are permitted to make one (1) change to the date of your ‘Limited Time Lux Exclusive’ booking provided that such change is made no less than 21 days prior to the commencement of your original booking date and provided you choose dates which are of an equal value and are available on the Website. Any change to your booking date must be made on the Website and is strictly subject to availability.
If you book dates and subsequently wish to change them but are not able to due to lack of availability then you will be issued with a Luxury Escapes credit.
In order to check whether your ‘Limited Time Lux Exclusive’ package is eligible for a Change of Date, to check alternate dates and to change your booking you will need to follow these steps.
- Log into MY ESCAPES on the Website and click CHANGE DATES NOW (if available for your booking)
- Select your new dates (which must be available and of equal value)
- Click “Confirm Dates” to confirm your change of date
- You will then be sent a revised booking confirmation
Lux Premium Collection
Refund Policy
The specific cancellation policy for a ‘Lux Premium Collection’ and ‘Ultra Lux’ offers is expressly set out in the offer.
Otherwise, the standard Refund Policy applies.
Cancellation policy
Luxury Escapes has agreed to specific Cancellation terms with each hotel, which will be set out in the offer.
By way of example, if the relevant offer has terms that allow cancellation 14 days prior to check-in then you would need to cancel your booking as follows.
- 14 Days prior to check-in
- That is, cancel by 11:59pm (local time of property) 14 full days prior to the day of check in.
- For Example, if you were due to check in 17 February, you would need to cancel by 11:59pm 2 February
Change of date
You are permitted to make a date change to Lux Premium Collection offers in line with the cancellation terms of each offer. Any change to your booking date must be made by calling the Luxury Escapes contact centre and is strictly subject to availability.
Last Minute Escapes
Refund Policy
Due to the high demand and limited 7-day purchase period, bookings are guaranteed and non-refundable. Last Minute deals are guaranteed at the time of booking and are not refundable (except as required by law).
Change of Date
Given the limited availability and last-minute nature of bookings, date changes are not permitted once a Last Minute Escape booking is made.
Lux Partner Property
Please refer to Supplier Terms & Conditions
Tours
Refunds
Tour bookings have a 7-Day Change of Mind ‘No Questions Asked’ Refund Guarantee. Bookings (except for cruise bookings and flights) may be cancelled with a full refund provided that cancellation occurs strictly within 7 days from the date of purchase provided that the cancellation is made no less than 120 days prior to departure. See offer Fine Print for details. Otherwise, the standard Refund Policy (as outlined in Terms and Conditions) applies.
Flights or Cruises purchased through Luxury Escapes, including those purchased as part of packages, are subject to the refund policies of the respective flight or cruise operator.
Date Changes
Free date changes are permitted within the 7-Day Change of Mind Refund Guarantee. After 7 days, date changes may be permitted for a fee as outlined in the offer Fine Print.
Luxury Escapes or our Trusted Tour Partner will advise if the change is confirmed via email and provide an invoice for the following, subject to fees from third party suppliers, air and rail travel and hotels (cabins on cruises).
Name Changes or Corrections
Name changes are permitted within the 7-Day Change of Mind Refund Guarantee by cancelling and rebooking. After 7 days, name changes may be permitted at a fee. Please contact Luxury Escapes or our Trusted Partner for more information.
Cruises
Refund Policy:
All Limited Time LUX Exclusive cruise bookings have a 48-hour “Change of Mind Guarantee” where any monies paid within 48 hours of the initial purchase date will be refunded – no questions asked. Otherwise, any request for a cancellation or refund in respect of a cruise purchase will be subject to the refund policy of the relevant cruise operator. The key terms of which will be displayed in the ‘Fine Print’ of the applicable offer.
For any non-Limited Time LUX Exclusive cruise booking (will be determined by badge on the offer hero image) purchased via the live API, the terms & conditions (including the refund policy) will be based on the relevant cruise line’s terms and conditions, as well as the applicable package purchased. See the individual offer page for relevant supplier information.
Flights and accommodation purchased as part of Cruise packages and/or arranged by the cruise operator, are subject to the refund policies of the respective flight operator and accommodation supplier.
8 December 2020: Our booking and refund policies have been updated to improve the user experience. You can access the previous version here.
Cruise Line Terms & Conditions:
Individual terms and conditions apply per the cruise operator:
Date changes
Date changes are not permitted for Cruises.
General Cruise Terms & Conditions
For specific conditions related to your package and inclusions, see individual terms on the rate purchased.
AMENDMENTS & CHANGES
Name Change or Corrections
- Name corrections may incur a fee.
- Name changes are not permitted for non-Limited Time LUX Exclusive cruises. Name changes are permitted within the 48-hour Change of Mind Guarantee for Limited Time LUX Exclusive cruises only by cancelling and rebooking. After 48 hours name changes may be permitted at a fee. Please contact Luxury Escapes or our Trusted Cruise Partner for more information.
48-Hour Change of Mind ‘No Questions Asked’ Refund Guarantee:
- All Limited Time LUX Exclusive cruise bookings have a 48-hour ‘Change of Mind Guarantee’ where any monies paid (less unrecoverable costs) within 48 hours of the initial purchase date will be refunded – no questions asked.
- Bookings outside the 48-hour ‘Change of Mind’ window will be non-refundable and non-changeable.
- All non-Limited Time LUX Exclusive cruise bookings (will be determined by badge on the offer hero image) purchased via the live API are subject to the relevant cruise line’s terms and conditions (including the refund policy), as well as the applicable package purchased. See the individual package for details.
Cruise Pricing & Fares
Fares shown are per person, based on double occupancy and may not include government taxes and fees. Images shown are representative only. From prices are based upon the lowest fare and are subject to availability. Your exact price depends upon selected day of departure, departure city, ship, cabin level and class of airfare available. Rates for third and fourth passengers are not shown. All prices and dates are subject to availability. All offers and upgrades are for selected dates, sailings, and cabin categories only, are subject to availability, and are capacity controlled. All prices and dates may not be available at time of booking. All information is subject to change without notice. We reserve the right to correct errors.
Savings displayed on non-Limited Time LUX Exclusive cruises
The savings percentage amounts are a comparison between the current lowest available fare and the current highest available fare on the same category, regardless of promotion. The savings percentage displayed reflects the highest available discount on any category on that sailing. Each fare level has its own terms and conditions. Prices displayed under the categories of inside, oceanview/outside, balcony & suite include all applicable discounts, savings & taxes and are per person prices based on twin occupancy in the cabin.
Promotional Fares
- Available on select cabin grades and sailings. Promotional fares may also be combinable with current cruise line offers, please contact reservations for more details.
- Subject to availability and may be withdrawn at anytime without notice.
- Any discounts (if applicable, refer to individual package purchased) reflect in category selection and final booking screen. Discounts are not combinable with Future Cruise Credits.
Cabins:
- Cabins are on a ‘guarantee’ basis and will be allocated by the cruise line closer to sailing. Specific cabin, deck and location requests cannot be accommodated.
- Some cabins may have obstructed views and/or porthole window.
- Maximum room capacity is one adult for solo travellers, two adults for twin-share cabins/suites/staterooms or four people for quad-share cabins.
- Wheelchair-accessible staterooms/cabins may be available on request prior to purchase and subject to availability. Surcharges may apply.
Onboard Dining
- Dining times onboard can vary between sailings. Your preference may be requested, however your preferred dining time may not be available. We suggest that you speak with the maitre d’ once onboard.
- Included dining is available at select restaurants per the package purchased.
- Speciality dining is available for a surcharge.
Passenger Restrictions
- Children under the age of 18 must be accompanied, in the same or connecting cabin, by a parent or other responsible adult over the age of 21 for the duration of the voyage.
- Infants under one year cannot be accommodated onboard certain cruise lines.
- Guests who will have entered their 24th week of pregnancy or later at any time during the cruise cannot be accommodated due to safety concerns. Pregnant guests under 24 weeks must provide a doctor’s letter upon request confirming fitness to travel and estimated due date.
Travel Insurance Travel insurance is strongly recommended. Luxury Escapes recommends purchasing travel insurance as soon as possible after purchasing this package.
Passports & Visas If your cruise is domestic:
- A valid passport or government-issued photo identification is required for all passengers. A current Medicare card can be used for guests under 18 years of age and must be presented upon embarkation.
- When travelling within Australia, please check current state/territory border entry requirements to ensure you’re eligible to travel and have completed any required permits or passes.
If your cruise is international:
- A visa may be required. It is the traveller’s responsibility to ensure they’re holding a current visa for the countries they’re visiting. If the traveller is on a non-Australian passport, a valid re-entry visa may be required.
- Important: Please start arranging your visa at least 6-8 weeks prior to departure to account for any delays due to consulate operating hours and processing time.
- A valid passport with a minimum validity of 6 months beyond your return travel date is required for all passengers (including children and infants).
Health & Vaccinations
- Travellers are advised to check recommended vaccinations with their local health professional at least 45 days prior to departure, as some vaccinations require 30 days or more to be effective.
- Proof of vaccination is not usually required unless you are coming from an infected area.
- Proof of Yellow Fever vaccinations is required for entry into some countries, in particular in Africa. Please check with your health professional that you hold the appropriate vaccination entry requirements for your destination.
- Guests may be required to provide evidence of proof of vaccination against COVID-19 from the ground operator prior to embarkation.
- Important: The hotel, transportation and/or destination you are travelling to may have health, insurance and vaccination requirements in place. Please ensure you stay up to date with any requirements prior to your departure.
Currency Onboard and Tipping
- The currency onboard is dependent on individual cruise line and may differ from currency of country of departure.
- Tipping and gratuities are not included in the package, unless otherwise stated. As a guide, approx. A$15 per person, per day (subject to currency onboard ship), is the industry standard.
- For further information, please consult your individual cruise line’s passenger cruise contract (will be distributed at the time of online check-in).
Fitness Requirements
- Travellers should have a good level of physical fitness and mobility and must be able to negotiate uneven surfaces and climb stairs.
- Disability access is limited during the cruise, please consider this when making your booking.
- Travellers acknowledge that they are required to have a good level of health and fitness to undertake any activities in this package. Further, travellers acknowledge and agree that neither Luxury Escapes nor the third-party provider will be able to provide medical or other assistance in the event that they are unable to complete any aspect of the tour as a result of their health or physical condition (nor is Luxury Escapes liable for any loss, damage, expense, injury or death arising from such).
Surcharges Any prices quoted exclude specific costs/measures which may be introduced at a later stage as a result of Government changes due to COVID-19 health and safety restrictions. Our trusted third-party suppliers will inform guests of these changes as soon as possible.
COVID-19 Safe Plan The cruise line’s COVID-19 policy can be accessed on the individual cruise line’s website.
Deposits (if available at checkout) The deposit amount is variable and changes between cruises, and the final payment date is due at a predetermined date prior to embarkation. Please note: other deposit options may be available on your package which differ from the above and which will be outlined in the ‘fine print’ and payment section of the specific package.
PLEASE NOTE:
Luxury Escapes reserves the right to modify prices for marketing and commercial reasons. Please note that full terms and conditions apply. Refer to website’s terms and conditions.
Cruise itineraries are not guaranteed and are subject to change. While the cruise line will make all reasonable efforts to provide a cruise in accordance with the published schedules and itineraries, factors such as weather, mechanical difficulties or other unforeseen circumstances may affect scheduled itineraries.
Package inclusions are correct at the time of purchase. Refer to your booking summary email for details.
Experiences
By purchasing a Luxury Escapes ‘Experience’ (Experience) you accept and agree to the terms of conditions of the relevant third party supplier (Supplier) for that Experience, including any cancellation, refund, change or no-show policy of the relevant Supplier. The terms and conditions of the Experience will be referred to in either the ‘Fine Print’ or ‘Cancellation Policy’ of the relevant experience on luxuryescapes.com and/or on the website of the Supplier.
Luxury Escapes will not under any circumstances be liable in connection with Experiences provided by Suppliers even where such experience is purchased from Luxury Escapes. Further, to the maximum extent permitted by law, you accept to discharge and hold harmless Luxury Escapes from any cost, expense, loss and/or liability or injury or death which you may incur or suffer in connection with the provision of the Experience by a Supplier.
GIFTING
In the event you ‘Gift’ an experience or accommodation package then the following terms will apply (unless otherwise stated during the Gifting process flow).
- The purchaser (or person providing the Gift) is entitled to a refund within 7 days of purchase, unless the they have sent the Gift to the gift recipient within that time.
- Once the recipient receives the Gift then it is non-refundable, transferable to another person or otherwise redeemable for cash or credit.
LuxPlus+
The LuxPlus+ program will be run in accordance with the LUXPLUS+ Terms and Conditions.