Refund Policy

Coronavirus (COVID-19) Updated Refund & Cancellation Policy

Due to the Coronavirus pandemic, MyHoliday2 have amended policies in relation to affected bookings. As we work with multiple operators all over the world, including airlines, hotels, land operators, cruise companies etc we are bound to work in line with their policies regarding rescheduling and refunds. Throughout 2020 our team have worked very hard with our operators and suppliers to negotiate the best outcomes for our customers. Moving forward, for all new bookings as of 1 August 2020 that are affected by COVID-19, the following policies will apply:

CANCELLATION & REFUNDS

All bookings require a non-refundable 10% upfront. This money gets distributed out to our numerous suppliers in order to lock in your booking at the fabulous price. You may select a range of payment plans and pay the remainder of your tour in either 30, 60, 90 or 180 days from purchase. All tours must be paid in full 90 days prior to departure.

If your tour gets cancelled due to COVID-19 and you have paid in full, you will be able to apply for a refund for the other 90% of your package price. Depending how close to departure the cancellation is, and what (non-refundable) services have been paid for, will depend on how much you will receive back in cash. This is at our suppliers discretion. All cancelled tours throughout 2020 received between a 75% – 90% refund.

If you have booked a package with flights and the flight tickets have been issued, this portion is non-refundable. Unless the airline decides the ticket is refundable and if so, may incur a refund fee. This is at the airlines discretion.

If you would like to apply for a refund, please contact us for refund requests. We will send you a Refund Request Form, along with the cash amount you will receive back into your nominated account. Refunds for land tours are processed within 14 days. Refunds from airlines are currently taking 6 months+ to process. Please understand the processing time of airlines is out of our control.

RESCHEDULES

If your tour has been cancelled due to COVID-19 we are offering free reschedules depending on how close to departure the cancellation is. This time frame varies from supplier to supplier. Some tours may incur a reschedule fee to re-issue internal tour components such as domestic flights or train tickets etc. MyHoliday2 charge NO admin fee for reschedules, any fee incurred is to go towards any required additional services as mentioned above.  Please contact us for tour specific reschedule time frames.

If you choose to rebook your tour, your non-refundable deposit will be transferred to your new travel date.

If your package includes flights, any rebooking fee is at the discretion of the airlines. Throughout 2020 all airlines have offered a free reschedule or to hold a credit valid with the airline for a specific period. Should your new travel date incurs a higher cost than originally ticketed, you will be required to pay the difference.

INSURANCE CLAIMS

MyHoliday2 are happy to assist with insurance claims for any lost monies due to your trip being cancelled. We are able to provide a Refund Advice Document for you to provide to your insurance company. Please contact us for insurance queries.

MONEY BACK GUARANTEE

Our 21 day Money Back Guarantee still applies as per standard policy. See below.

ATAS ACCREDITED

MyHoliday2 is an ATAS accredited travel agent. Licence Number: A14435. Travel agencies that bear the ATAS symbol have met strict criteria in order to become nationally accredited. Their accreditation means they are the best in the industry; credible, well trained and a professional business. ATAS or the AFTA Travel Accreditation Scheme, is administered by the industry association, the Australian Federation of Travel Agents  (AFTA). For COVID-19 related travel advice from ATAS, please see here: COVID-19 Travel Advice

MyHoliday2 Standard Refund Policy

 

This policy sets out the circumstances in which MyHoliday2.com.au may provide refunds to our members (“member” or “you”) in respect of a specific ‘Travel Offer’

 

MONEY BACK GUARANTEE

You may request a full cash refund from MyHoliday2 on a purchased travel package, provided that your request is made within 21 days after the purchase date and you have not made a booking for the travel package at the time of making the request. (Note: A booking is considered complete once you have confirmed travel dates);
The refunded amount will be the full amount paid for the tour package, minus the 3% credit card surcharge & $50 admin fee per person.
If the refund request has gone over the 21 day cooling off period, the refund will be denied;
If a flight package was purchased and the flights had been ticketed within the 21 days, the refund amount only applies for the land portion of the package. All flights are non-refundable

After this period the conditions are are follows:

 

AUTOMATIC REFUNDS

MyHoliday2.com.au will provide an automatic refund where:

we are required by law to do so;
we have made a mistake in advertising a ‘Travel Offer’ that fundamentally misstates the product or service that is the subject of the ‘Travel Offer’;
prior to the redemption of the voucher during the travel voucher redemption period, the provider of the ‘Travel Offer’ ceases trading or ceases to provide the goods or services that are the subject of the ‘Travel Offer’.

 

CIRCUMSTANCES THAT DO NOT QUALIFY FOR REFUNDS

The following circumstances DO NOT qualify for refunds:

where you have contacted us after the conclusion of the cooling off period of 21 days (all refund requests must be submitted in writing while the Travel Voucher is still within this time)
where you have failed to read our Terms and Conditions, Website General Terms of Use, Privacy Policy or the specific Fine Print for your Travel Offer (located under “Tour Information” tab on each individual Travel Offer on MyHoliday2.com.au)
if you change your mind after you have purchased a Travel Offer (for whatever reason)
if the Travel Offer experience did not meet your general expectations (for whatever reason)
if you are unable to travel due to a medical condition (without a valid Doctors certificate) or any other personal reason
if you cannot redeem the Travel Offer prior to the end of the Travel Voucher Redemption Period due to travel or other personal commitments
If the business does not have availability to redeem your voucher because you have not attempted to make a booking within a reasonable period of time (as determined by MyHoliday2.com.au) from the Travel Voucher Expiry Date
if you cancel a scheduled booking such that the cancellation voids the voucher in accordance with the business’ cancellation policy (for example, if you don’t ‘show up’ for a scheduled booking, or cancel a booking without providing the notice period as provided by the relevant cancellation policy)
if you have had a dispute with the business on behalf of whom we are advertising the Travel Offer
if you are a ‘no show’, and the business decides to cancel your booking

 

SUBMITTING A REFUND REQUEST

A request for a refund must be submitted via info@myholiday2.com.au. All members requesting a refund will be required to provide full particulars as to why they are not satisfied with the quality of the goods and services that are the subject of a Travel Offer.

 

VERIFICATION

MyHoliday2.com.au 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. MyHoliday2.com.au may also ask you (by phone or email) to provide additional information in relation to the refund request.

 

REFUSAL

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, MyHoliday2.com.au may, in its absolute discretion, refuse a refund request. MyHoliday2.com.au 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 VIA DIRECT DEPOSIT

The refund will be credited to your preferred bank account for the amount paid minus credit card fee, according to the details provided by you during the refund request process. Any refund provided by MyHoliday2.com.au is in no way an admission of liability by or on behalf of MyHoliday2.com.au 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.

 

CHANGE TO POLICY

MyHoliday2.com.au 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. By visiting and using the MyHoliday2 website you agree to abide by the terms of this policy.

 

CONTACT INFORMATION

Any feedback or questions regarding this policy should be emailed to info@myholiday2.com.au.


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