Terms & Conditions
Let’s get the paperwork out of the way…
(We promise this won’t be as boring as your last team meeting)
Hello from Surprise Escapes!
While we love keeping destinations a surprise, we believe in complete transparency about how we work. Here’s everything you need to know about booking with us, written in human language (with some necessary legal bits).
About Us
Surprise Escapes is owned and operated by travel agents working in partnership with Connected Travel Pty Ltd – an ATAS accredited travel agency. ATAS Accredited Travel Agents must comply with the ATAS Code of Conduct. Our travel agents are also members of the Australian Travel Industry Association (ATIA), the peak body for Australian travel businesses.
Did You Know…
According to a survey of tourists from 26 countries, the average person spends around 10 hours planning a holiday. They typically lose interest after 42 minutes. We think your time is better spent dreaming about where you might end up!
Your Booking Acknowledgements
The ‘yes, I understand’ bits…
By proceeding with a Surprise Escapes booking, you acknowledge that:
#1: Surprise destination agreement
You understand that Surprise Escapes will select your destination based on your provided preferences. The destination remains a surprise until departure day, and no refunds will be provided based on destination disappointment. Of course, we want you to be absolutely delighted with your destination and will do our very best.
#2: Travel insurance recommendation
We strongly recommend comprehensive travel insurance for all bookings. Surprise Escapes will not be liable for any losses, changes, or cancellations that could have been covered by travel insurance. You can opt for travel insurance offered by Surprise Escapes or you can organise your own.
#3: Booking responsibility
You confirm you’re at least 18 years old and authorised to make this booking for all travelling parties. You’ve provided accurate information, including any special requirements, health conditions or mobility needs.
Still with us?
Brilliant! Here’s a fact: Australia has more beaches than any other country. We’ve counted them all… just kidding, but there are over 10,000! That’s 14,686 kilometres of pure beach bliss!
Pricing and payments
The dollars and sense of your surprise…
- All prices quoted are in Australian Dollars (AUD)
- Full payment is required at the time of booking to secure your flights, accommodation and extras
- We accept payment via credit/debit cards, or direct deposit (preferred as a small business).
- Payment processing fees are as follows: Mastercard 1.2%, Visa 1.4% and American Express 1.8%
Note: We can’t use your frequent flyer membership to book your trip – it’ll give the location away!
Travel Protection
Safe guarding your journey…
While not essential, we strongly recommend travel insurance to protect your surprise holiday investment. We can’t plan when we’ll get a bout of gastro, or if a flight gets cancelled, or one of life’s emergencies rears its head.
Your travel insurance should cover at minimum:
- Cancellations and changes
- Medical emergencies
- Lost or delayed baggage
- Travel delays
- COVID-related coverage
Need a break?
Taking a breather from the serious stuff…
Did you know Australia has more kangaroos than people? In 2019, the Australian government estimated 42.8 million kangaroos lived within the commercial harvest areas of Australia.
Changes and cancellations
Because sometimes life happens or plans change…
Change fees
Changes incur a $55 per passenger per booking fee, plus any supplier fees and fare/tax differences.
Cancellation fees
Cancellations incur a $50 per person fee (capped at $100 per booking) plus any supplier fees.
Please note
- Supplier fees may apply up to 100% of the booking cost
- Airfares require full payment at time of booking
- Refunds are subject to supplier policies
- Processing time for refunds can vary
Destination selection process
How we create your perfect surprise…
Our destination matching considers:
- Your travel preferences and style
- Previous travel experiences
- Special occasions or celebrations
- Seasonal factors and weather
- Available flights and accommodation
- Your budget and time frame
Another ‘Did You Know?’
Did you know, the Sydney Opera House was originally estimated to cost $7 million. It ended up costing $102 million. Thankfully, at Surprise Escapes we’re much better at sticking to budgets!
Our Responsibilities
What you can count on from us…
We commit to:
- Carefully vetting all destinations and suppliers
- Maintaining the surprise element
- Providing support before and during your journey
- Keeping your personal information secure
- Following all travel industry regulations
- Providing clear communication throughout
Privacy and Communication
Keeping your details safe (and your destination secret!)…
Your privacy matters to us. We will:
- Protect your personal information
- Use secure payment processing
- Send essential travel updates
- Keep your destination under wraps
- Share details only with necessary suppliers, and emergency contacts in the case of an emergency
You’re doing great!
Take a quick stretch break! Stand up and practice your surprised face – you’ll need it when you open your destination reveal! Woo hoo!
Supplier Relationships
Working with the best…
We work with established travel providers including:
- Major Australian airlines
- Quality accommodation providers
- Reputable tour operators
- Licensed transfer services
All suppliers are chosen based on:
- Reliability
- Quality of service
- Safety standards
- Customer feedback
Dispute Resolution
Working together if things aren’t perfect…
While we strive for amazing suprises full of joy, we understand sometimes things don’t go to plan.
If you have any concerns:
- Contact us immediately
- We’ll respond within 24 hours of receiving your message or call
- We’ll work directly with suppliers
- We aim for fair resolution
- We follow Australian Consumer Law
Time for another fun fact!
Australia’s longest fence is longer than the distance from Portugal to Moscow (4,512 kilometres). The Dingo Fence stretches over a whopping 5,614 kilometres.
Contact Information
Reaching out is easy…
For general enquiries
- Use our website contact form
- Response time: 24-48 business hours
Why no email address on this page? Because spam emails are like unexpected turbulence – nobody wants them! You’ll receive an email from us after your contact form message.
Don’t forget to check out our FAQ page for any questions you might have.
During your trip
Once booked, you’ll receive:
- A dedicated emergency email
- A direct phone number
- 24/7 emergency support details
🚨 Important 🚨
In case of an emergency during your trip:
- For immediate danger or medical emergencies, call 000 first
- For travel insurance matters, contact your insurer directly
- For all other urgent travel matters, use your supplied emergency contacts
- Don’t use social media for urgent situations – it’s not monitored 24×7
Guess what time it is?
That’s right, it’s time for another fun fact! The average person takes 7 minutes to pack for a pretend holiday, but 7 hours to pack for a real one. With us, you’ll know exactly what to pack… just not where you’re taking it!
Final Important Notices
Just a few important bits and pieces…
Travel details we’ll need from you:
- Valid photo ID required for all flights
- Travel insurance details (or let us know if you’re declining insurance)
- Special meal or assistance requests for your flight and accommodation
Acceptance of terms
By proceeding with your Surprise Escapes booking, you acknowledge that you:
- Have read and understood these terms
- Accept all conditions outlined
- Are authorised to book for all travellers
- Agree to our privacy policy
- Understand the surprise travel concept
Congratulations!
You’ve reached the end.
Treat yourself to a coffee or tea – we hear it pairs well with holiday planning!