Terms & Conditions
All terms and conditions of The Quest Nest shall be deemed accepted on behalf of all persons named in the booking. Please ensure you pass on our terms and conditions to your travelling companions, if applicable.
The Quest Nest acts as an agent on your behalf. We source travel products for you based on information supplied to us such as dates, travellers and your Quest choice. Prices of all itinerary services such as accommodation, transportation and day tours will be affected by availability. In most scenarios, space is not held for you. Once we receive your Booking Form and deposit we will then attempt to secure space on the Quest of your choice. We will make immediate contact with you and advise of any variance because of availability. Airfare pricing can change daily, we reserve the right to amend all prices if supply has altered.
Booking Names & Dates
Bookings made for International travel must be made in the name as per Passport. We clearly state this on our Booking Form, website and our confirmations to you.
Bookings made in the incorrect name have no validity, therefore pricing and confirmations may be affected. If you advise of a name correction after any payments have been made you will be liable for all costs to correct that error including our service fee of $60.00 per booked item.
Please note that many travel suppliers/wholesalers treat passenger name changes and itinerary alterations as a FULL CANCELLATION and as such these changes can incur full cancellation charges.
You must ensure that your bookings are in the correct names and for the correct dates. You will receive from The Quest Nest a full itinerary as confirmation so that you can check the details before we issue your tickets or pass your money on to a suppliers, who may then, not allow changes or refunds.
Passports, Visas & Identity Documents
Our booking form is designed to assist us in giving you valid advice on this matter however each traveller is responsible for ensuring they hold the all the correct documentation to undertake their journey. This includes valid vaccination documentation if required and for this you must visit your local GP or seek assistance from The Travel Doctor. Early completion and return of the booking form allows us to check passport validity and visa requirements for your travel and offer advice as to specific requirements.
Foreign passport holders are advised to notify us immediately of passport details and are advised that they must hold a valid Australian visa if they intend to return here.
Go to www.dfat.gov.au, www.smartraveller.gov.au & https://visasdirect.com.au.
Adults travelling on Domestic Flights are also required to hold valid photo identification that verifies they are the booked traveller. This can be a passport or drivers license. Only one adult member of a family is required to hold ID, so long as all travellers have the same family name.
You must be 18 years of age or over to make a booking with The Quest Nest.
Minors can often only travel with both parents. If you are travelling as a single parent with a minor, or grandparent with a minor you must seek advice as to any specific legal requirements that may be involved in undertaking your journey. This applies if you are crossing either state borders or international borders. Parents travelling with children who have a different surname should also check legal requirements. Child trafficking is an important issue and many countries have strict regulations surrounding the movement of minors.
Payments
Customers will be advised of a payment deadlines with each booking. It is your responsibility to ensure that your payment is in our account at the time of the payment deadline and by 4pm on said day. If your payment is not available to us, as cleared funds, your booking maybe cancelled and monies returned to you less a $50.00 administration charge. We will offer assistance in re-booking but availability and prices maybe different and deposits may be forfeited.
On each confirmation The Quest Nest clearly outlines 3 methods of payments their general time delays and any associated costs you may bear, ie credit card fees.
It is your responsibility to choose the payment method that bests suits you and that will meet your payment deadline. if you intend to transfer funds you must check with your bank as to when they can guarantee your funds will be available to us.
We also offer a lay-by or deferred payment method which is administered by Travel Pay. You should appraise yourselves fully of those terms and conditions before you enter into an arrangement with Travel Pay.
Travel Insurance
We strongly recommend that at the time your booking is confirmed, you should purchase a comprehensive Travel Insurance policy suitable to your needs. It can protect against your inability to proceed with your travel plans for a wide variety of reasons. We suggest that the policy should include, but not be limited, to the following cover: Cancellation fees, Loss or damage to personal baggage, Loss of money and travel documents, Medical expenses.
We will provide access to our recommended travel Insurance. If you book with us and choose not to take out our travel insurance we cannot offer any advice or assistance with your alternatively chosen insurance. Further, we will levy a minimum charge of 120.00 if we are required to provide any assistance or documentation to support any claim that may arise. If you have chosen not to take out our insurance, we will ask you to sign an indemnity declaration.
Changes in prices & itineraries
All prices displayed and quoted are in Australian dollars unless otherwise noted. Although quoted in AUD, almost all prices for International Travel are based on foreign currencies and remain subject to market fluctuations until paid in full and documents issued. Consumers can protect against currency fluctuations by making full payment at any time, ahead of their payment due date.
Payments by us to service providers and operators, on your behalf will be made at the prevailing exchange rate which is subject market fluctuations. If there are any changes to your booking for reasons beyond our control (e.g. airline schedule change or hotel overbooking) result in a higher rate or a lesser standard of accommodation, you have the right to ask for a rearrangement or to withdraw from your travel booking subject to cancellation fees that may apply.
Our responsibility
We always do our best to make sure your arrangements are satisfactory and we accept responsibility for, but only to the extent of, any loss or damage sustained by you as a result of our negligence. The standards of accommodation and other services are based on various factors which are generally accepted as indicative of a certain class, however, we do not guarantee the standard, class, or fitness for purpose, of that accommodation or service. The Quest Nest does not accept any liability of whatever nature for the acts, omissions, default, whether negligent or otherwise, of any service providers in connection with your travel pursuant to a contract between them and yourselves (which may be evidenced in writing by the issue of a ticket, voucher, coupon or the like). We do not accept any liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by any events which are beyond our control, but not limited to war, civil disturbances, fire, floods, acts of God, acts of Government or of any other authorities, accident to or failure of machinery or equipment or industrial action.
The contract will be governed by, and subject to the Booking Conditions which can only be varied in writing and with the authority of The Quest Nest. We shall, on receipt of any monies, hold such monies for each and every person named in the booking until that booking is confirmed at which time, those monies shall be promptly forwarded as required to the operators or service providers. It is a condition of our confirmation of your booking and acceptance of your monies in respect of your travel that booking arrangements have been made by The Quest Nest. If you are booking for others, it is your responsibility to make them aware of our terms and conditions.
Your responsibility
By accepting the coupons and tickets and utilising our services, you agree that The Quest Nest shall not be liable for any loss, injury or damage to you or your belongings or otherwise arising in any way out of our services to you.
Travel and accommodation
The Quest Nest is not itself a travel operator and the travel components included in your travel are provided by reputable operators and service providers on their own conditions. Please note that all bookings with us are subject to the terms and conditions and limitations of liability imposed by the various service providers involved in your travel booking, some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage.
Cancellations
In addition to any fees charged by airlines, wholesalers and suppliers, a Quest Nest cancellation fee will apply. If you cancel before full payment a cancellation fee equal to your deposit will be charged but in good faith, The Quest Nest will hold over your deposit for 12 months and will apply that to another Quest of your choices, during that period. After final payment, a Quest Nest cancellation fee of 20% or $500 per person will apply, whichever is greater.
Many airfares, specials, hotel rates etc. are non refundable. Please ensure you have checked your itinerary and booking details, have leave approved or permission to travel before you proceed. Travel Insurance, as recommended will protect against cancellation due to certain unforeseen circumstances.
All flight cancellation costs and changes fees will be advised to you in your confirmation. Those incorporate a modest Quest Nest fee so that we are reimbursed for our services and time.
If your booking incorporates a tour, cruise, rail journey etc, then you, our customer, shall be responsible for ensuring that you are aware of the fees and conditions of that operator. We supply to you, brochures, web links, confirmations and you will generally find full cancellation and payment schedules contained therein. Please note that it is important that you are abreast of the conditions for the supplier that is holding your booking as different suppliers will have different contracts.
The supplier and airline refund process can consist of months of investigation, The Quest Nest shall assist this process however does not take any responsibility for the length of time taken by them.
Validity of Prices and Information
The Quest Nest strives to ensure that all information available on our website and confirmations is accurate; however the prices and information are supplied by third parties and are subject to availability and conditions and are subject to change without notice. Although every care has been taken, the prices are not guaranteed until paid in full and documents have been issued.
The Quest Nest and associated entities disclaims and will be exempt from any liability under the law of contract, tort or by virtue of statutory enactment in relation to any:
loss to;
personal injury death or illness of;
damage or theft of personal property of any sort of;
expense of inconvenience caused through delay to;
disappointed expectation of;
accident befalling;
the traveller or any dependent, arising out of any negligent act or omission, breach of any duty imposed by statute, breach of any law of the place of destination or on route to or from the destination, tort (whether intentional or unintentional), or breach of a contractual term, whether expressed or implied or breach of duty arising under or imposed by any law on the part of The Quest Nest its servants or agents or of any sub-contractor or supplier of any product or service on the website.
Prices Do Not Include
Unless specified in your booking, the price of airport taxes, items of a personal nature, laundry, taxis, telephone calls, internet fees, excess baggage charges, gratuities, personal and baggage insurance, postage, drinks, room service or meals, Government or local authority charges are not included. If your reservation requires us to make international calls or international faxes on your behalf then a $15.00 fee will apply for each call and a $5.00 fee for each fax. During the course of your booking you may be offered additional services for which fees may apply. An example would be the obtaining of foreign visas which incur a service fee of $50.00 on top of any visa fees and courier fees.
Documentation and Travelling
You are travelling on a carefully planned itinerary with your choice of hotel, rental cars, cruise lines etc. Your choice is acknowledged when you agree to the itinerary and pay a deposit.
All coupons, receipts, vouchers and tickets are issued subject to the terms and conditions specified by the suppliers. It is important to follow directions as contained within your documents. Failure to do so may result in your missing a scheduled service. There is no refund for applicable for missed services.
If there is any problem with a hotel room or a service provider we strongly recommend that you make efforts to resolve the issue with the local manager. If that fails then most of our operators do provide a 24 hour helpline which is listed in their vouchers and documentation. Please ensure that you document any issues and efforts to resolve on your part, including names and dates. This will assist if you feel you need to follow up further when you return.
Anyone travelling with our Travel Insurance has access to an Australian based 24/7 help desk. The help desk can assist with medical questions and health emergencies. They can also deal with queries relating to lost passports, credit cards etc. as well as answer questions and often rearrange travel affected due to a health issue or a weather related issue.
Travel Insurance Claims all need substantiation. We recommend you contact the help line if you think you may need to make a claim so they can advise you of the steps and documents required for you claim to be successful. We can also offer general advice in this area.
We are available to assist with any urgent issues, you can email us at travel@thequestnest.com.au. Please keep time differences to mind if you are contacting us in Australia. We may not be able to respond immediately but should come back to you within 12 hours at the very latest.
By accepting the coupons, tickets and utilising our services, you agree that, apart from certain rights you have under the Trade Practices Act that we cannot alter, neither The Quest Nest, Travel Masterpiece nor any subsidiary company or representative shall be liable for any loss, injury or damage to you or your belongings or otherwise arising in any way out of our services to you. We make no warranty or representation as to the suitability of any product or service displayed on our itinerary and booked by you.
Refunds are not available for cancellations after travel has commenced or in respect of any tours, accommodation, meals or any other services not utilised.
Departure Times and Flight Numbers
Most airlines state that there is no need to re-confirm your departure times and flight numbers. Nonetheless, we will not take responsibility for any flight time or flight number alteration made by airlines. We strongly advises that all flights should be re-confirmed by phone with the relevant airline at least 72 hours prior to departure for each individual flight.
Frequent Flyer Membership
If you are a member of an airline's frequent flyer scheme, please ensure that you have entered your correct number in the special section featured on the booking form and that you take note at check in that your number is registered. The Quest Nest will not take responsibility if the airlines do not register your trip. You are advised to retain copies of your air ticket and boarding pass so that you can verify your travel with your membership account should this be necessary as part of a follow up. Please note we cannot assist with this and we can never obtain boarding pass copies.
Baggage
Different allowances apply for different airlines. International and Domestic journeys can often have a variety of allowances as part of a single journey, sometimes differences can be 40 kilos to nil. Please check the allowances on your individual tickets at the time of receipt. If you have any questions or wish to increase baggage your Consultant or the carrier can offer advice as to the charges that may be applicable if this is possible. Payment of excess baggage charges left until check can be quite exorbitant.
Authority
In the event that an accident, disaster or emergency is reported to have occurred in a country where I/we will or may be travelling. I/we authorise you to disclose to the Australian Government Department of Foreign Affairs and Trade details of my/our itinerary (including without limitation, transport and accommodation arrangements) and my/our contact details within Australia and overseas. Please refer to www.smartraveller.gov.au for important Travel Smart - Hints for Australian Travellers or refer to the leaflet included in your final travel documentation. Other important informational websites are www.dfat.gov.au and www.tsa.gov
Law of contract
The contract is governed in all respects by the law of the State of Queensland, Australia. Any legal action arising under the contract shall be litigated only in the appropriate Court having jurisdiction in that State except that certain consumer claims may be brought before the Fair Trading Tribunals or their equivalent having jurisdiction in respect thereof in Queensland or in other Sates or Territories of Australia.
Customer Service and Fairness
We always look to resolve issues quickly and fairly. Enquiries and correspondence should be addressed to The Manager, The Quest Nest, PO Box 220, Paddington, QLD 4064.
General
All references to ‘We', ‘Our' and ‘Us' are references to The Quest Nest and it’s legal entity Escape Travel Centre Pty Ltd also trading as Travel Masterpiece. Please note that not all airlines, cruise lines, tour companies and other providers have fully comprehensive cover providing protection against their own insolvency. When The Quest Nest issues tickets on behalf of these airlines and operators we do so as an agent of this carrier and do not guarantee that these airlines and operators have appropriate cover. We do not accept any financial liability for their inability to fulfil it's passage of carriage agreement with the passengers.
