Last reviewed: 17th March 2024

Please read the following terms and conditions of Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”) together with the other terms and conditions and policies (“T&C’s”) on our website. The T&C’s set out the agreement between us and you in respect of tours and travel related services. You must only make a booking or accept a quote from us if you understand and agree with the T&C’s. If you have any questions or concerns about any of our T&C’s, please contact us. By making a booking or accepting a quote and participating in a Tour, whether or not you have booked the tour yourself, you will be taken to have understood and agreed to our T&C’s. We may change/ update/ amend any of our T&C’s from time to time. To do so, we will post the amended T&C’s on our website. The T&C’s that will apply between us will be the current T&C’s as at the date of booking or the acceptance of our quote.

TYPES OF TOURS

1) HWT operates tours in the following manner:

a) As a Tour Operator: HWT has complete control over the design, provision of staff, selection/ use of contractors and general conduct of the tour. Each tour is managed by a Tour Leader and if one is appointed, a Tour Assistant.

b) By a Tour Provider: HWT will select the Tour Provider based on the Tour Provider’s general ability to undertake a specific tour program which may/ may not be designed by HWT, and the price provided by the Tour Provider. The provision of staff and the selection/ use of contractors (including guide services) will be controlled by the Tour Provider, independent of HWT.

c) By a Tour Provider with a HWT Military History Specialists: HWT designs the tour program and selects the Tour Provider as in “1) b)” above. However, HWT will provide a Military History Specialist to accompany the tour to provide the customer(s) with a greater understanding of the military history of each tour location. This is in addition to any guide services provided by the Tour Provider. The tour operation is controlled entirely by the Tour Provider.

2) There is a range of different tours available, each intended for a certain duration, with a planned itinerary and certain inclusions and exclusions as advised to you (“Tour”). These are:

a) “Standard Tour” – a pre-planned and pre-set half day, full day or multi day Tour which is advertised on our website or in our brochures produced from time to time. It will be priced for a specific duration before the price is revised and can be booked and purchased on our website. This type of Tour will be either:

a.1) “Private” – a Tour conducted for you and your group without the addition of other travellers and with a guaranteed departure;

a.2) “Join-in/ Group” – a Tour whereby you will share the tour transport and tour program with other travellers, having a group size of either “Small” (14 persons or less), “Medium” (15 to 24 persons) or “Large” (25 to 35 persons) and with either a guaranteed or non-guaranteed departure.

b) “Customised Tour” – a Private Tour that is developed for you based on your specific travel requirements. A quote and payment arrangements (usually a deposit and one other payment) will be provided prior to acceptance.

BOOKING PROCESS, PRICING & PAYMENT

3) A Tour may be booked through our website or through a travel agent (“Agent”). We will rely on the authority of the person making the booking to act on behalf of all customers listed on the booking and that person will bind all such travellers to these T&C’s. Therefore, even if someone has booked a Tour or used our website on your behalf, you are bound by all T&C’s and are deemed to accept all T&C’s by acting in a way that accepts the T&Cs.

4) The price for the Tour includes only the costs of those items specifically detailed and listed as included in the Tour program (which may or may not include items like flights, transport, activities, admissions, certain accommodation and certain meals, for example). All other items, including those of a personal nature (passport/ visa charges, phone calls, laundry, soft and alcoholic drinks, souvenirs, for example), will be solely at your expense and responsibility and additional to the price of the Tour.

5) For a Standard Tour:

a) A Standard Tour will be booked and purchased by you through our website, payment made, either in part or in full, and booking details completed, all at the same time;

b) If you choose to use an Agent, the Agent must submit an enquiry by email with the booking details;

c) We will contact you (or your Agent) regarding confirmation of your bookingif confirmation is not automatic, provide advice on when your final payment (if applicable) is due and cancellation details, amongst other things (“Confirmation Process”);

d) As part of the Confirmation Process, your Agent will also receive an invoice for your tour;

e) The tour’s web page sets out payment details (under ‘Tour Details’) and cancellation details (under ‘Cancellation’);

f) A binding contract between you and us, is formed upon payment by you (or your Agent).

6) For a Customised Tour:

a) You must submit an enquiry in relation to a Customised Tour through our website or by email in the case of an Agent;

b) We will advise the tour provider of your enquiry and obtain confirmation in terms of availability, price, etc;

c) We will contact you (or your Agent) regarding your enquiry. At this point, or in subsequent correspondence, we will provide you with a quote which advises/ confirms the price, and contains payment terms and cancellation details, amongst other things;

d) You (or your Agent) can accept the quote by one of several means, including agreeing to it by reply email or by paying part or all of the price indicated on the quote. A binding contract is formed upon acceptance of the quote by you (or your Agent), assuming that the quote is still valid when you seek to accept it.

e) We will confirm your booking to you (or your Agent), once the first or full payment is received by HWT in accordance with the payment terms or the terms of the invoice sent to your Agent. Details of other members of the group (if applicable) will be requested by HWT.

f) You (or your Agent) must pay the relevant amounts (in full) by the times stated and, in the manner required.

TOURS

7) Tours will be operated by HWT or a Tour Provider who we will book on your behalf as further detailed below.

8) You acknowledge that, unless a Private Tour has been booked, the tour may be with other people (a “Join-in/ Group” tour), in addition to yourself and your group (if any). You agree to be respectful towards these people. You acknowledge that these people may have a number of differences to you, including fitness level, historical and/ or cultural knowledge, religion, language skills, etc.

9) If you have the option to nominate a desired pick-up and/ or drop-off location for the start and (/ or) end of the Tour, such nomination will be subject to written confirmation by HWT. Any nomination is at the Tour Provider’s (/ our) sole discretion and you have no claim if your nomination is not agreed to.

10) You must be at the pick-up location designated/ agreed to by the Tour Provider (/ us), by no later than 15 minutes before the time nominated by the Tour Provider (/ us).

11) Any Tour commencement and completion times are estimates only and may be subject to change.

12) Join-in/ Group Tours may be subject to minimum numbers and are booked on a non-guaranteed departure basis. Such tours are identified “minimum numbers apply” on each Tour’s ‘Status’ section on our website. Join-in/ Group Tours may be cancelled (in accordance with the Cancellation Policy) if numbers are not reached.

13) As a member of a Tour, you must:

a) Dress appropriately with regards to cultural and religious sensitivities of the areas that the Tour will visit;

b) Conduct yourself in a courteous and reasonable manner that will not interfere with the operation of the Tour or impact on the enjoyment and safety of others;

c) Always carry your passport with you when overseas;

d) Obey the reasonable lawful directions of the Tour Provider (or HWT) and its (/ our) staff, while on Tour;

e) Report all safety related incidents to HWT and the Tour Provider (if applicable);

f) Ensure the adequate supervision of any accompanying children;

g) Not enter a restricted area without authorisation and/ or escort;

h) Not bring or consume alcohol or illegal drugs on tour transport and at tour locations during the normal operation of the tour; and

i) Not wilfully or recklessly interfere with HWT’s or the Tour Provider’s property.

14) Further:

a) While on Tour, keep your health and safety and the health and safety of all others in mind and act reasonably and thoughtfully;

b) When you are in a vehicle which is fitted with a seat belt for your safety, you must wear the seat belt (even if this is not required by law in the country in which you are touring/ travelling);

c) You must comply with all laws and regulations of the country in which you are touring/ travelling. It is your responsibility to be familiar with these laws and regulations. We are not liable to you if you breach any, including if you commit anything illegal or unlawful whilst on a Tour.

15) The Tour Provider (/ or HWT) will endeavour to operate all Tours generally as described in the Tour program. But you acknowledge, understand and appreciate that the nature of Tours and travel requires considerable flexibility and a willingness to accept alternatives. Any program that is provided is only representative of the types of activities and places contemplated, and is subject to amendment (including the mode(s) of transportation, routes, times, amenities and accommodation) without prior notice (or with only minimal notice) due to local circumstances or events, or other matters beyond the control of the Tour Provider (/ or HWT) (e.g. bad weather, museum closure, road closure, public areas closure, traffic conditions, late or cancellation of trains or other transportation). We are not responsible for any of your incidental expenses that may be incurred because of the change to the program.

ACKNOWLEDGMENT

16) You acknowledge that you have read and understood the ‘Schedule - Activity Levels’ below in these T&C’s.

17) You agree to take reasonable steps to address your state of health, particularly if you suffer from any medical condition. For example, it is your responsibility to bring with you all necessary medications where possible, and to not partake in any activity exceeding your abilities or fitness levels. You indemnify and keep us indemnified in this regard.

18) You must organise (at your own expense) and carry any necessary travel and vaccination documentation, including all flights, visas, permits and passports. Your passport must be valid for at least 6 months beyond the duration of your Tour.

19) You acknowledge that while on tour, HWT or anyone acting on behalf of HWT, may take photos or videos, to be used for marketing purposes, that may include yourself.

You give permission to HWT to use such photos and videos for this purpose. If you do not give permission, you must notify HWT in writing, 30 days prior to the start of your tour.

20) We do not provide or sell travel insurance. Before you travel to/ on your Tour, you MUST take out appropriate comprehensive travel insurance to cover the duration of the Tour and your travel arrangements before/ after the Tour. This insurance must at least adequately cover cancellation, loss of property (including personal baggage, items and money), personal injury and accident, death, and medical and repatriation expenses. We strongly recommend that your travel insurance also covers: loss and replacement of travel documents, and delays and re-commencement of the Tour. We further recommend that medical and dental cover be unlimited. If we request, you must promptly provide us with a copy of your policy.

GROUP BOOKINGS & AMENDMENTS

21) You (or your Agent) may book a Tour just for yourself, or for a group of people (“Group Booking”). In either case, the contract formed is between us and you (alone). Clauses 23) – 26) apply only to Group Bookings.

22) You will be our primary contact (Primary Person), but you authorise us to also take and give information to the other members of the group (if any) (“Group Members”).

23) You must ensure that the Group Members have read and appeared to understand these T&C’s. You are responsible for ensuring that the Group Members comply with these T&C’s.

24) Unless the context otherwise requires, for example, to the extent that a Group Member is not already bound by theses T&Cs, references to “you” include you and the Group Members (but at all times the contract for the booking is just between you and us).

25) So, on the above, a breach of these T&C’s by the Group Members will breach your contract with us.

26) We are not liable to any Group Member (whether or not they are bound to the T&Cs) if an authorised person cancels a Tour.

27) If you (or your Agent) submits a request to amend your booking, we will consider your request at our discretion and cannot guarantee that the price will not change and that numbers booked for or accommodation will be varied (especially if we have already made the booking with the Tour Provider).

BREACH

28) If you have not paid your deposit, final payment or full payment, each by the due dates as advised to you (or your agent), or you have failed to provide the required booking information within the time as reasonably requested, then you will be in breach of these T&C’s. If we give you notice of this breach and you (or your Agent) fail to rectify it (in full) within 3 days, then we may (at our option) terminate any contract with you (which includes that your booking would be cancelled), by written advice to you (or your agent).

In such circumstances, the cancellation will be treated as if the Tour was cancelled by you. A cancellation fee will apply and clauses 2) to 7) of the Cancellation Policy, will govern this (with such necessary modification).

29) You agree that we shall not (in the case of a remediable breach) be in default of any of our obligations unless you shall have given written notice to us of such default and we have failed within a reasonable time thereafter to take proper steps to rectify such default.

AGENCY

30) We book tours and travel related services (for example: general tours, flights, accommodation, airport transfers) in locations of significant military history throughout the world, using established Tour Providers in each country. We exercise reasonable care in the selection of reputable Tour Providers. We have no control over the services provided by the Tour Providers (their suppliers, agents and/ or subcontractors) and you agree that we are not liable for any of their acts or omissions. We take no responsibility for any of their actions.

You will receive notification of the tour operator, amongst other things, as part of your Tour Information Package sent to you about 30 days prior to your tour’s departure date. This will be either HWT or a Tour Provider.

For each Tour operated by a Tour Provider, the services that we provide to you are collateral to that agency relationship. Our obligation to you is to book Tours and travel related services on your behalf with the Tour Provider, and you expressly authorise us to do so. All bookings are made on your behalf subject to the terms and conditions imposed by the Tour Provider and available from HWT on request. Your legal rights with respect to the Tour itself and the services of the Tour Provider are against the relevant Tour Provider, not against us (except to the extent directly caused by our actions).

The price for the Tour includes the Tour Provider’s fees and a booking fee from us, and you authorise us to make payment of their fee to them.

31) If you have any issue with a Tour Provider, please contact us.

ACCEPTANCE OF RISK & LIMITATION OF LIABILITY

32) You acknowledge that your participation in a Tour involves a degree of personal risk, including cultural, political and geographical attributes that present heightened risks and physical challenges. There are certain risks associated with travel to and within the countries and places where the Tour operates, as well as with the activities of the Tour itinerary (which can be adventurous). These include changes and delays to travel arrangements (including cancellation), theft, injury and even potentially death. You accept and acknowledge such risks, including the personal risks to you.

33) The decision to travel to a Tour location is yours alone. It is your responsibility to acquaint yourself with relevant travel information, including from government foreign departments particularly if travelling overseas.

34) You again acknowledge that there are risks in travel and participation in a Tour. To the maximum extent permitted by law, except to the extent of our negligence (if relevantly negligent):

a) We do not accept liability (in contract, tort or otherwise) for any claim, liability, cost (including legal costs), loss (including consequential loss), expense (including an additional expense), damage, injury or death to you, any Group Member or any other person caused (directly or indirectly) by the acts, omissions or default of HWT, Tour Providers or any other third party (whether they are negligent or otherwise), nor any such liability for any event which is beyond our control. If our liability cannot be excluded but may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law);

b) You indemnify us from any claims or costs arising out of, or in connection with, the Group Members participation in a Tour; and

c) Any claim, demand or other action by you is excluded, no matter how it arises, to the extent that it is for indirect or consequential loss, loss of profits or economic loss, or is for special, indirect, punitive or exemplary damages.

This clause is subject to any non-excludable rights under the Australian Consumer Law. This clause does not operate to limit any rights that you may have against the Tour Providers.

35) During a Tour, there may be certain periods in which you are given ‘free time’, especially to rest and relax as well as potentially to eat and explore, etc. You are free to use this time as you wish, provided that you meet back at the location and time advised by the Tour Provider (/ or HWT). Please act appropriately during this ‘free time’, taking care of yourself and your possessions. Any activities, excursions, personal sight-seeing, actions or the like are all conducted at your sole risk and expense. In addition to any right/ provision/ exclusion that we have or may rely upon under this Agreement, you agree that we are not liable for any liability (in contract, tort or otherwise) for any claim, liability, cost (including legal costs), loss (including consequential loss), expense (including an additional expense), damage, injury or death that occurs during this ‘free time’.

INFORMATION & PRIVACY

36) You are responsible for ensuring that all information provided to us is accurate, timely and complete. We are not responsible for any claims resulting from the supply of details that are inconsistent with this clause. You further agree to supply all relevant information to us promptly.

37) We take your privacy seriously. We will only use information in accordance with our Privacy Policy listed on this website.

GENERAL

38) You understand and agree to these T&C’s, are legally able to contract with us and are 18 years of age or older.

39) Except to the extent that you are lawfully permitted by any relevant copyright law, you may not reproduce or communicate any of material, document or communication that we send/ provide to you, without our permission as the copyright owner.

40) These T&C’s shall be governed by and interpreted in accordance with the laws of the State of Queensland, Australia. The parties irrevocably and unconditionally submit all disputes, which may arise out of or in connection with these T&C’s (including formation, construction and validity), to the exclusive jurisdiction of the courts of the State of Queensland, Australia.

41) These T&C’s are not submitted on a ‘take it or leave it’ basis. You acknowledge this and agree that you consider these T&C’s to be fair and reasonable.

42) If any provision of these T&C’s is void, voidable, unenforceable, or illegal in its terms, but would not be void, voidable, unenforceable or illegal if it were read down and, it is capable of being read down, that provision will be read down accordingly. In any other case, the provision is severed and the remainder of these T&C’s will be of full force and effect.

43) A notice, demand or communication under these T&C’s (“Notice”) is only effective if it is in writing and in English.

44) It is agreed by all parties that any Notice may be sent by email. This clause shall be conclusive proof that each of the parties consented to receiving such notice by email prior to the notice being sent. The email will be deemed to have been received fifteen (15) minutes after it was sent, provided that the sender’s system does not show that such email was not delivered. The sender’s copy of the email with the time noted is sufficient evidence.

45) Unless the context otherwise requires:

a) The word “includes” in any form is not a word of limitation;

b) Reference to "you" will also include a travel agent acting on your behalf;

c) If an example is given of anything, the example does not limit the scope of that thing;

d) Any reference to “our website” is a reference to our website, as updated from time to time; and

e) All references to monetary amounts (e.g. advertised/quoted rates) will be in Australian Dollars.

SCHEDULE - ACTIVITY LEVEL

Historic War Tours (HWT) aims to make all tours safe, informative and above all, enjoyable. Part of the enjoyment is having a level of fitness that will enable you to undertake the activities that are planned in your tour.

HWT understands that a level of fitness is a personal thing. In order so that you may better assess your ability to participate in the activities, HWT has developed an ‘Activity Level’ indicator which is applied against each activity in the Tour Programs.

The activity is rated on a five-level basis with ‘Low’ requiring the lowest level of fitness to ‘High’, being the highest level of fitness required. The table below outlines each level and a general description of that level.

Activity Levels:

Low: Mainly sitting, small amount of walking required

Low-Moderate: Easy walking, some steps

Moderate: Walking moderate distances, uneven/unpaved ground, steps

Moderate-High: Walking moderate to long distances, uneven/unpaved ground, steep inclines or steps

High: Walking moderate to long distances, uneven/unpaved ground, steep inclines or steps, bush tracks

Please be aware that the ‘Activity Levels’ should only be used as a guide. There can be certain parts of a tour which involve a higher level of activity for a short duration. Further, adverse weather (including strong winds or rain, for example) can increase the difficulty of any activity. If you would like more information relating to the level of fitness required for a planned tour activity, please contact us.

+ Booking Terms & Conditions

Last reviewed: 22nd July 2023

Please read the following terms and conditions (“T&C’s”) as they govern any booking made by you or quote from us, Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”). Further, please read these T&C’s together with the other T&C’s and policies on our website. By accepting these T&Cs, you are also deemed to accept our Cancellation Policy and agree to have read that.

You accept these T&C’s if you make a booking or accept our quote. If you do not accept these T&C’s in full, then please contact us and do not make a booking or accept our quote.

We may change/ update/ amend these T&C’s from time to time. To do so, we will post the amended T&C’s on our website. The Policy that will apply between us will be the current policy as at the date of booking or acceptance of our quote.

1) If you make a booking or accept our quote, then this will be subject to our Tour Terms & Conditions.

2) For all Tours, unless otherwise indicated, pricing is quoted on a ‘per person’ basis. Where accommodation is included as part of the Tour, the price will be ‘per person - twin share’ (e.g. two persons to occupy a hotel room) with a single room surcharge generally available (e.g. the additional cost above the ‘twin share’ rate for one person only to occupy a hotel room).

For a Standard Tour:

3) Standard Tours may be subject to minimum and maximum numbers. Exceeding the maximum numbers (by your booking alone, or in combination with existing bookings) may not only affect availability but may also change the price. We shall advise you in writing of any price change. The Tour Status which forms part of the Tour Summary for each tour, on our website, will indicate if the tour is subject to numbers.

4) Advertised rates may be subject to specified validity dates. If there is no validity date specified, the rates are subject to you making your booking at least 60 days before the commencement date of the Tour.

For a Customised Tour:

5) All quotes are valid only for a period of 30 days, unless we otherwise advise to you in writing.

6) Quotes shall be governed by and interpreted in accordance with the laws of the State of Queensland, Australia. The parties irrevocably and unconditionally submit all disputes, which may arise out of or in connection with a quote, to the exclusive jurisdiction of the courts of the State of Queensland, Australia.

Last reviewed: 17th March 2024

Please read the following terms and conditions (“T&C’s”) as they govern any booking made by you or quote from us, Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”). Further, please read these T&C’s together with the other T&C’s and policies on our website. By accepting these T&Cs, you are also deemed to accept our Cancellation Policy and agree to have read that.

You accept these T&C’s if you make a booking or accept our quote. If you do not accept these T&C’s in full, then please contact us and do not make a booking or accept our quote.

We may change/ update/ amend these T&C’s from time to time. To do so, we will post the amended T&C’s on our website. The Policy that will apply between us will be the current policy as at the date of booking or acceptance of our quote.

1) If you make a booking or accept our quote, then this will be subject to our Tour Terms & Conditions.

2) As part of the booking process, you will be required to submit booking information either by completing a Booking Form obtained from our website or sent direct to you by us. The type of information required is determined by each tour provider and the government of the country in which the tour operates. All information must be completed and accurate and returned to HWT within the time period as reasonably advised by HWT.

3) For all Tours, unless otherwise indicated, pricing is quoted on a ‘per person’ basis. Where accommodation is included as part of the Tour, the price will be ‘per person - twin share’ (e.g. two persons to occupy a hotel room) with a single room surcharge generally available (e.g. the additional cost above the ‘twin share’ rate for one person only to occupy a hotel room).

For a Standard Tour:

4) Standard Tours may be subject to minimum and maximum numbers. Exceeding the maximum numbers (by your booking alone, or in combination with existing bookings) may not only affect availability but may also change the price. We shall advise you in writing of any price change. The Tour Status which forms part of the Tour Summary for each tour, on our website, will indicate if the tour is subject to numbers.

5) Advertised rates may be subject to specified validity dates. If there is no validity date specified, the rates are subject to you making your booking at least 60 days before the commencement date of the Tour.

For a Customised Tour:

6) All quotes are valid only for a period of 30 days, unless we otherwise advise to you in writing.

7) Quotes shall be governed by and interpreted in accordance with the laws of the State of Queensland, Australia. The parties irrevocably and unconditionally submit all disputes, which may arise out of or in connection with a quote, to the exclusive jurisdiction of the courts of the State of Queensland, Australia.

Last reviewed: 17th March 2024

We, Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”), acknowledge that there may be times when your commitment to a tour program (“Tour”) cannot be undertaken. You acknowledge that under certain circumstances we may be forced or otherwise need to cancel a Tour (including your booking of it).

This Policy sets out the terms and conditions, process, determination of cancellation fees and the refund that may be due and must be read in conjunction with other T&C's and policies on our website. By making a booking, an enquiry or accepting a quote, you will be taken to have understood and agreed to the Policy.

We may change/ update/ amend this policy from time to time. To do so, we will post an amended policy on our website. The policy that will apply between us will be the current policy as at the date of acceptance of the booking or quote for the Tour.

The cancellation process is dependent on the type of Tour (including if it is inclusive of flights, airport transfers, accommodation, etc or not) and the Tour Provider for the tour that you have selected. Cancellation details are shown on the tour's web page. For customised tours, you or your travel agent ("Agent") will receive the cancellation details that will apply to your tour, as part of the booking process.

CANCELLATION BY YOU

1) If you want to cancel your Tour (for any reason), or any part of it, you (or your Agent) must advise us by email. A cancellation request is treated as being made by you (or your Agent) to us on the next business day (in Mackay, Queensland) after the date that the email is received by us. This date is the date to be used as the basis for determining the cancellation fee (if any).

2) You (or your Agent) must promptly advise us whether you wish for us to either:

a) transfer any amount(s) paid to us (in relation to the cancelled Tour) as payment/ part payment of a Tour with an alternate departure date (“Later Tour”); or

b) receive a refund (if applicable) of any amount(s) paid to us (in relation to the cancelled Tour).

3) The refund will be determined in accordance with the cancellation details provided as part of the booking process. The cancellation details are based on the cancellation amount/ percentage imposed by the Tour Provider (with/ plus our margin) (“Cancellation Amount”) plus any costs that we have outlaid and are not reasonably able to recover (i.e. any of our unrecoverable costs) (“Other Charges”). You agree that this is reasonable, including because of the work that we have undertaken and the charges that we may have outlaid.

4) The total cancellation fee payable by you is the sum of the Cancellation Amount and Other Charges (“Cancellation Fee”).

5) If the Cancellation Fee:

a) is less than the total of any money paid by you for the Tour, then we will refund you the difference; or

b) exceeds the total of any money paid by you for the Tour, then no refund will be made and we will waive our right to seek the difference between the Cancellation Fee and such money paid by you, unless we otherwise notify you in writing within 5 business days of your notice advising of the cancellation, in which case you must pay to us the difference or such lower amount requested by us (if applicable) within 10 business days.

6) If you are entitled to a refund, then we must refund such money within 10 business days from when we receive a refund of any amounts that we have paid to the Tour Provider (if we have made such a payment to them), or within 10 business days from the date of the Cancellation Request (if we are not waiting for a refund from the Tour Provider).

7) You (or your Agent) must promptly, and within 3 business days of written request by us, provide your bank/ card details for us to facilitate this refund. If we transfer the money to the account(s) you nominate or organise a refund to your nominated credit/ bank card(s), then this will fulfil all our obligations and you agree that you will have no further claim against us (whatsoever), and you release us from any such claim.

8) If you fail to join a Tour (e.g. you decide not to show up and do not notify us of this) or you fail to arrive at the nominated pick-up point at the nominated time and the Tour leaves without you), for any reason (other than directly because of our gross negligence), then we are not obliged to arrange a credit against a Later Tour or make any refund to you. You agree that this is reasonable.

9) If you join a Tour late or leave a Tour early (i.e. prior to its completion), for any reason (other than directly because of our gross negligence), then we are not obliged to arrange a credit against a Later Tour or make any refund to you (including for any unused services). You agree that this is reasonable.

CANCELLATION BY HWT

10) We may cancel your booking, by written advice to you (or your Agent), at any time due to:

a) if, for a Standard Tour with a non-guaranteed departure where minimum numbers apply and that minimum number is not reached by the date that is 60 days before the start date of the Tour, or such other date as we advise to you in writing;

b) if the Tour Provider cancels the Tour or is unable to conduct the Tour for any reason and every reasonable attempt by us has failed to arrange a replacement Tour Provider;

c) if, due to terrorism, political instability, a natural disaster, or another relevant external event outside our reasonable control (“External Event”), it is not safe, viable or reasonable for the Tour Provider to operate the Tour; or

d) if a breach of the Tour Terms and Conditions has occurred due to the non-payment of your deposit, final payment or full payment by the due date, or failure to provide the required booking information within the reasonable time period, as advised by HWT.

11) If we cancel your Tour in circumstances other than a breach of the Tour Terms and Conditions, then you (or your Agent) must promptly advise us whether you wish for us to either:

a) transfer any amount(s) paid to us (in relation to the cancelled Tour) as payment/ part payment of a Later Tour; or

b) receive a full refund of any amount(s) paid to us (in relation to the cancelled Tour).

12) If we cancel your Tour due to a breach of the Tour Terms and Conditions, then that cancellation will be treated as if the Tour has been cancelled by you and clauses 3) to 7) above will apply.

13) If cancellation is due to:

a) sub-clause 10) b) above and you choose a full refund, then clauses 6) to 7) above will apply; or b) an External Event, then any refund may be reduced by any costs that we have outlaid and are not reasonably able to recover (i.e. it may be less any of our unrecoverable costs). You agree that this is reasonable.

14) If we cancel or rearrange (including to postpone) your Tour for any reason, then you agree that we are not responsible for any incidental expenses that you have incurred or will further incur relating to, or because of, your booking, including travel and accommodation arrangements, visas, vaccinations, supplies and insurance.

Last reviewed: 22nd July 2023

OBJECTIVE OF THE POLICY

We, Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”), seek to maintain and enhance our reputation of providing you with high quality products and services. Therefore, we value your feedback and complaints as they assist us to improve our business and customer service.

We may change/ update/ amend this policy from time to time. To do so, we will post the amended policy on our website.

HWT is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to both our customers and our staff in how HWT manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

• You are aware of our complaint lodgement and handling processes,

• Both you and our staff understand our complaints handling process,

• Your complaint is investigated impartially with a balanced view based on all information or evidence,

• We take reasonable steps to actively protect your personal information, and

• Your complaint is assessed on its merits considering individual circumstances and needs.

DEFINITION OF A COMPLAINT

In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us or local Tour Provider.

PROBLEM SOLVING

Your travel arrangements are carefully prepared by HWT, however, on occasions unexpected difficulties may arise during your trip. In the unlikely event that this occurs, it is of utmost importance that you make immediate contact with our local Tour Provider who is in the best position to assist you and who will usually be able to resolve the matter on the spot. This ensures that you receive urgent and timely assistance by local professionals allowing you to continue to enjoy your tour with a minimum of fuss.

HWT will advise the telephone numbers and all other relevant details of your local Tour Provider prior to your tour’s departure.

Should you not be able to resolve a problem with the local Tour Provider and wish to lodge a complaint, the following procedure will apply.

HOW A COMPLAINT CAN BE MADE

If you are dissatisfied with a travel service provided by us and you have not been able to resolve the matter with the local Tour Provider, you should consider communicating directly with the staff member you have been dealing with and address your concerns to them by lodging a complaint with us in one of the following ways:

• By telephoning us on +61 (0) 417 780 376,

• By writing to us at Historic War Tours Pty Ltd, PO Box 5430, Mackay Mail Centre QLD 4740, or

• By emailing us at complaints@historicwartours.com.au.

If we receive your complaint verbally, we will usually ask you to put your complaint in writing.

INFORMATION YOU WILL NEED TO PROVIDE

When investigating a complaint, we will be relying on information provided by you, information we may already be holding and information we may seek from our local Tour Provider. To assist us to investigate your complaint quickly and efficiently we will ask you for the following:

• Your name and contact details,

• The name of the person you have been dealing with at HWT,

• The nature of the complaint,

• Details of any steps you have already taken to resolve the complaint with our local Tour Provider,

• Details of conversations and communications that may be relevant to your complaint, and

• Copies of any documentation that supports your complaint.

We may need to contact you further to clarify the details you have provided or to request additional information as required.

YOUR CONTACT WHEN MAKING A COMPLAINT

The person receiving or managing your complaint at HWT, can provide you with any assistance you may need. However, if you consider you need further assistance please contact:

John Casey – Director (johncasey@historicwartours.com.au)

RECORDING YOUR COMPLAINT

When attending to a complaint, we will record all relevant information concerning the issues raised including your personal details and the facts surrounding the matter plus any actions taken during the investigation along with the outcome and resolution. This process will also record all dates and times relating to the feedback and observations we receive from our local Tour Provider.

As a crucial part of our on-going improvement plan, all complaints will be assessed to identify any service trends and/or anomalies so that these may be rectified for the future.

Your personal details will be protected from disclosure unless you expressly consent to their disclosure in conjunction with our Privacy Policy.

FEEDBACK TO CUSTOMERS

HWT is committed to resolving any issue raised by you within an acceptable time frame. However, this may not always be possible in which case, a more formal complaints procedure will be followed.

We will acknowledge your complaint within 5 business days. Once received, we will conduct an initial investigation into the issues that have given rise to the complaint which may take some days to conclude. Nonetheless, our aim is to resolve your complaint within 10 business days of lodgement with us, keeping in mind that this time frame may have to be extended according to circumstances beyond our control.

On completion of the process, we will advise you in writing of our findings along with any action we have taken to resolve the complaint.

COMPLAINTS ABOUT ONE OF OUR EMPLOYEES

If you have reason to complain about a member of our staff, we will treat your complaint confidentially and impartially. Your complaint will be investigated thoroughly with a view to fairness to both parties to assess the facts surrounding the issues that have given rise to the matter concerned.

We will bring the matter to the attention of our staff member objectively by:

• Informing them of any complaint about their performance,

• Providing them with an opportunity to explain their side of the case,

• Providing them with appropriate support and counselling, and

• Updating them on the complaint process, investigation and the result.

YOUR RIGHTS UNDER CONSUMER LAW

You are further able to refer your complaint to your relevant federal, state or territory protection agency.

COMPLAINTS UNDER INVESTIGATION BY A REGULATOR OR LAW ENFORCEMENT AGENCY

If your complaint is currently being assessed and investigated by a relevant federal, state, or territory consumer protection regulator or law enforcement agency, we may cease to be involved in the matter pending finalization of the investigation. We will notify you if this occurs.

We will naturally assist any agency with their investigations

Last reviewed: 22nd July 2023

OBJECTIVE OF THE POLICY

The purpose of the policy is to ensure that all comments posted on Historic War Tours Pty Ltd ACN 608 629 741 (“HWT”, “our”, “us” or “we”) social media pages, are made in a family friendly manner, free of unwarranted statements. By making a post, you are acknowledging that you have read and agree with this Policy. If you do not agree with this Policy, or part of, you must not make a post.

We may change/ update/ amend any this Policy from time to time. To do so, we will post the amended Policy on our website.

For historical interest, HWT, from time to time, will create blogs either:

1) Directly through our website, or

2) Directly through our Facebook page, or

3) By providing a link on our Facebook page to a blog on our website.

Your ability to comment directly on HWT’s website is not available. However, HWT encourages you to add a comment to our Facebook page to provide additional knowledge or experiences regarding the topic of the blog and would like to share with others.

POSTING A COMMENT

By posting a comment on the HWT Facebook page, you are agreeing to the following:

1) Any comment is the responsibility of the person making the comment,

2) By submitting a comment, you agree that the comment is your own and you hold HWT harmless from all repercussions, damages or liability,

3) HWT reserves the right to delete or hide a comment that is in breach of the guidelines set out in this Policy, and

4) HWT has the right to block access to anyone from posting on the HWT’s Facebook page.

GUIDELINES FOR COMMENTS

We will NOT allow:

1) Personal attacks or vulgar, abusive, offensive, threatening, or harassing language and/or images. This includes creative spellings of swear words, for example, using asterisks or spaces between the letters of the word.

2) Comments that promote, foster or perpetuate discrimination on the basis of race, creed, colour, age, religion, gender, marital status, physical or mental disability or sexual orientation.

3) Comments that contain sexual content or links to sexual content.

4) Comments that are meant to hijack comment threads or throw discussions off-track.

5) Comments that promote another person, business, or commercial transaction, other than HWT.

6) The same comment posted multiple times.

7) Any comment that is political in nature.

8) Comments determined to be inappropriate, in poor taste, or otherwise contrary to the purpose of the forum.

REGISTERING A COMPLAINT

Complaints may be registered in accordance with HWT’s Complaints Handling Policy on our website.