Travel Cancellation and Refund Policy

Customers wishing to cancel a travel arrangement must notify Data Quay as soon as possible.

Cancellation requests should be made through an authorised Data Quay communication channel.

The date Data Quay receives the cancellation request will normally be used when determining applicable cancellation charges and refundable amounts.

Refund eligibility depends on:

• the service purchased;
• the customer's individual travel agreement;
• the date of cancellation;
• whether services have already been performed;
• whether funds have been committed or paid to third-party suppliers; and
• the refund and cancellation rules of applicable airlines, cruise lines, hotels, insurers, tour operators, government authorities and other suppliers.

A payment being made by instalment does not by itself make that payment refundable.

Travel arrangements frequently require Data Quay to make commitments or payments to third-party suppliers.

Once funds have been committed to a supplier, the portion of the customer's payment associated with that supplier will be refundable only to the extent that Data Quay is able to recover the funds or the supplier's terms provide for a refund.

Examples include payments associated with:

• airline tickets;
• cruise reservations;
• accommodation;
• transportation;
• tours and excursions;
• travel insurance;
• government or visa fees; and
• other prepaid travel services.

Administrative, consultation, processing, booking or service fees charged for work that has already been performed may be non-refundable to the extent disclosed in the applicable agreement and permitted by law.

Any specific non-refundable fee applicable to a customer's booking should be identified in the customer's agreement, invoice or booking terms.

Deposits secure participation, services or reservations.

Whether a deposit is refundable depends on the terms disclosed for the particular booking and any supplier commitments already made.

Where an agreement expressly identifies a deposit as non-refundable, that condition will apply subject to applicable law.

Visa application fees, government charges, biometric fees, consular fees and similar third-party charges are generally subject to the rules of the authority collecting the fee.

Once submitted or paid to the relevant authority, Data Quay cannot guarantee their recovery.

Data Quay service fees for visa or document assistance may also become non-refundable once the relevant work has been performed.

A visa refusal does not automatically create a right to a refund of services already performed or non-refundable third-party charges.

Travel insurance premiums and refunds are governed by the terms of the applicable insurer and insurance policy.

Customers should review the insurer's cancellation, cooling-off and refund provisions before purchasing coverage.

If an airline, cruise line, hotel, tour operator or other supplier cancels or materially changes a service, Data Quay will assist the customer in identifying available remedies offered by that supplier.

Depending on the circumstances, these may include:

• rebooking;
• travel credit;
• an alternative service; or
• a refund.

Any supplier refund is subject to the supplier's rules and the amount actually recoverable.

To request a refund, customers should provide sufficient information for Data Quay to identify the transaction, such as:

• customer name;
• invoice or booking reference;
• payment reference, where available;
• amount paid; and
• reason for the request.

Customers should not send complete card numbers, security codes or other sensitive card credentials by email.

Where practicable and required by payment-network or processor rules, card refunds will be returned to the original payment method.

A refund may not exceed the amount originally paid for the applicable transaction.

Data Quay may need to verify the original transaction before issuing a refund.

Approved refunds will be initiated as soon as reasonably practicable.

After Data Quay or the relevant supplier initiates a refund, additional processing time may be required by the payment processor, acquiring bank, card network and customer's issuing bank before the credit appears on the customer's account.

Cancellation of a payment plan does not automatically cancel the underlying travel booking or eliminate amounts already due.

Refund eligibility for amounts previously paid will be determined under this policy, the customer's agreement and applicable supplier terms.

Customers should contact Data Quay before stopping scheduled payments so that the booking and financial consequences can be reviewed.

Customers who believe a payment was incorrect, duplicated or unauthorised are encouraged to contact Data Quay promptly so that the transaction can be investigated.

Nothing in this section prevents a cardholder from exercising rights available through their card issuer or applicable law.

Refund and cancellation enquiries may be directed to:

See also our Terms and Conditions and Privacy, Service Delivery and Payment Security Policies.