The Legal Stuff

The below Terms and conditions apply to any booking made with Clare Dos Santos Travel and contain important information about your legal rights and obligations. Please ensure that prior to making any booking that you have read and understood the below Terms and Conditions. 

References to ‘we’, ‘us’ and ‘our’ in the Terms and Conditions relate to Clare Dos Santos Travel employees. References to ‘you’ and ‘your’ in the Terms and Conditions relate to the customer booking the holiday for all relevant travellers. Clare Dos Santos Travel relies on the person making the booking to act on behalf of any other traveller of the booking and that person (or persons) will also be bound by these conditions. References to ‘booking’ in the Terms and Conditions relate to the travel plans and arrangements that have been made with us.

Any booking made with Clare Dos Santos Travel will be bound by these Terms and Conditions no matter how the booking is made (including but not limited to by the phone, email, in person, etc). 

By booking with Clare Dos Santos Travel you agree to, acknowledge and understand the below terms and conditions. These terms and conditions will apply to all bookings and travel assistance provided by Clare Dos Santos Travel.

Clare Dos Santos Travel acts on behalf of other service providers (including but not limited to airlines, cruise lines, hotels, tour operators, care hire, rail and coach operators, as well as wholesalers) whom have their own set of terms and conditions in addition to those of Clare Dos Santos Travel. It is your responsibility to understand the service providers terms and conditions in addition to those of Clare Dos Santos Travel.

Clare Dos Santos Travel does not own, operate, manage or control the travel services or travel products that are provided by the service providers. 

CDS Travel PTY PTD trading as Clare Dos Santos Travel is committed to protecting the privacy of your personal information. These details will be handled with care in accordance with applicable privacy, data protection, data breach notification and anti-spam laws. 

By providing Clare Dos Santos Travel information, you consent to us collecting, using and disclosing your personal information as provided in these booking Terms and Conditions, in accordance with all privacy laws. You also agree that in certain circumstances (such as you requesting us to book travel for you), that we can disclose your personal information to the travel providers. For example, if you are requesting that we book you international travel, you are permitting us to provide your details to the relevant overseas operators that you are booking. Travel service providers in most cases are based in the countries in which their services are provided. We will only disclose your personal information to these travel service providers in the purposes of booking, amending of changing your booking details as requested by you. 

Where we disclose your personal information to any travel service provider, you agree that in the case that the travel service provider is based overseas, we will not be required to ensure that the recipient’s compliance with Australia privacy laws or otherwise be accountable for how they handle your personal information and you acknowledge and agree that your rights in relation to their handling of your personal information and are governed by the contact between you and the recipient. We may also disclose your personal information to the relevant government authorities in the event of an accident, disaster or emergency.

When booking travel arrangements, your personal information may be disclosed through, but not limited to, the following networks; email, phone, online booking portals, in person to your travel services providers only for the purpose of booking, amending or cancelling travel arrangements as requested by you.

Personal details that will be collected by Clare Dos Santos Travel include full legal names, dates of birth, residential addresses, phone numbers, email addresses, travel membership numbers, your preferences and in some instances, medical conditions (for the purposes of travel insurance and special requests during your arrangements). We may also collect your personal information from others who make a booking on your behalf. This data will be stored in our back office system, only to be used when booking travel arrangements. 

At any time, you may request of Clare Dos Santos Travel to access the data that we have on file for you. In addition to this, at any time you may ask us to remove or change this data in our system. Requesting this information is free of charge.

Clare Dos Santos Travel will handle your personal information in accordance with Australian Standards and the Privacy Act 1988. Details on Privacy Act 1988 can be found on the following link; https://www.legislation.gov.au/C2004A03712/latest/versions

If at any time you feel as though our privacy does not meet standards or you believe your information has been mishandled, please ensure you speak with Clare Dos Santos Travel. If our response does not meet your requirements within 30 days, you can address this through the Office of the Australian Information Commissioner (OAIC). 

It is your responsibility when travelling to ensure that you have a valid passport for both travelling and transiting while away. Passports often need to be valid for at least 6 months from your return date back into Australia however some countries can have stricter requirements. It is recommended that you check on smartraveller.gov.au what requirements are necessary. 

Clare Dos Santos Travel will assume that when we are assisting with an international booking, that all travellers on the booking have a valid Australian passport meeting the requirements for the destination as well as any necessary transit points. It is up to the booker to let us know if this is not the case.

In addition to this it is important that any visa and re-entry permits also meet the requirements of the immigration and government authorities of your destination and transit points. Should these documents not be sufficient for entry, we do not take responsibility for this. We can only provide you with general advice on visa and passport requirements that apply to bookings that have been made with us. 

Passports often are not issued in abbreviated names so please ensure when providing your name as per passport that you have checked and confirmed the spelling on your passport document. 

Please ensure you check if a visa is required for your destination by visiting smartraveller.gov.au or speaking with the Countries Consulate or Embassy and complete any necessary applications.  
Clare Dos Santos Travel does not take any responsibility for Visas not being granted or applied for under any circumstances – It is recommended that you check these requirements prior to booking travel arrangements to ensure you understand the requirements. Visa requirements vary depending on the Nationality of your passport. When travelling on a non-Australian passport a re-entry visa may be required in order to return to Australia.
Most Countries will have maximum stays as a tourist (generally 30 days). Any stays beyond this will require passengers to have a long stay visa granted by the consulates and embassies. We do not take any responsibility for these Visas not being granted. 
If instructed to by you, Clare Dos Santos Travel may be able to engage in a third party visa advisory service on your behalf to obtain visa advice and visas ($100 per application fee applies). Clare Dos Santos Travel takes no responsibility for any loss or damages by the third party.

All prices quoted by Clare Dos Santos Travel are subject to change and availability until a deposit has been made on your booking. All payments are required to meet the payment terms advised by your consultant and failure to do say may result in your bookings cancelling by the provider. In some instances payment will be required before confirmation in order to confirm that particular service – Should it then return unavailable, funds will be refunded to you. In the case that the services are available, funds that were paid for that service are then non-refundable. 

As travel now mainly relies on dynamic pricing, all pricing advertised is correct at the time of advertisement but can be changed by the supplier or withdrawn by Clare Dos Santos Travel at any time. Clare Dos Santos Travel will always update our website in a timely efficient manner to try and ensure that all pricing is as accurate as possible. Clare Dos Santos Travel should be contacted for the most relevant pricing and information. All pricing is only guaranteed once a booking has been made and a deposit has been received by us.

Please note that on arrival at your hotel at check in, the hotel may freeze a bond on your card for any incidentals. The amount frozen on the card is at the discretion of the hotel and can vary depending on how long your stay is. Any charges which are placed back on your room will come from this amount and further amounts may be frozen should you exceed the original frozen amount. The length of time that the freeze will remain on your card will depend on your bank but may be up to 28 days. If the freeze is on your card beyond this time, please contact the hotel or your bank for further information.

Please note that a city tax or resort fee may be payable on arrival at your hotel. This can only be paid upon arrival at the hotel and is a mandatory fee. It cannot be paid in advance and is not included in your hotel rates that have been pre-paid to Clare Dos Santos Travel unless stated otherwise.
In addition to this, it is important to note that each hotel has their own terms and conditions. Cancellations or amendments after payment may result in a fee from either the hotel or wholesaler. Fees vary between both suppliers and hotels. 

Clare Dos Santos Travel aims to deliver its clients with high quality travel services and customer service. having feedback is important to our overall growth and development, including complaints. 

We pride ourselves on the service we provide including when it comes to complaints. Our goal is to resolve complaints in a timely manner and in a way which is fair, consistent and mutually agreed on. 

If you are dissatisfied with a. travel service provided by Clare Dos Santos Travel, please ensure that you reach out to us in one of the following formats;

- Verbal with your consultant

- Emailing your consultant directly or to our generic email address (hello@cdstravel.com.au)

- Telephone call

- Written

- Text Message

- On the website through the 'contact us' box

For quality assurance, when a complaint is submitted Clare Dos Santos Travel will record your name, contact details and booking information in addition to the details of your complaint. This may include but is not limited to the causes and facts of your complaint, the actions taken to resolve the complaint and the final outcome of the complaint. 

All complaints submitted are taken seriously and will be responded to in most instances on the same day, however we may take up to 3 business days to acknowledge this depending on individual circumstances. If an investigation is necessary, within 21 days of receiving your complaint we will investigate the complaint by considering information provided to us by you, and speaking with anyone else involved who may be able to a assist us to reach a suitable outcome. We will notify you of our findings and either assist you to escalate your complaint or close off your complaint. 

In all circumstances, Clare Dos Santos Travel will endeavour to resolve all complaints at the first point of contact. In the instance that this is not able to happen, we will undertake an investigation and provide the client with further findings to our investigation in hopes that this leads to a suitable outcome for all and the complaint is closed. In the instance this this cannot be reached, we will record the details and provide you with the details on how you can further escalate your complaint. 

Complaint escalations will go through ATIA (Australian Travel Industry Association) for external review under their Australian Travel Accreditation Scheme (ATAS). ATAS is an industry accreditation scheme that sets the benchmark of quality for the travel industry and are responsible for monitoring compliance with the ATAS Code of Conduct and assisting in complaint resolution. 

Should you wish to direct any complaints, at any time to ATAS, they can be contacted in the following ways;

·  Visiting www.atas.com.au and completing an online complaint form

·  Calling them on 9287 9900

·  Emailing them on compliance@atas.com.au

·  Writing to them at Level 31, 31 Market Street, Sydney NSW 2000