Last Updated: January 15, 2025
1. Overview
At Southern Cross Expeditions Australia, we strive to provide exceptional adventure experiences and services. This Refund Policy outlines the circumstances under which refunds may be granted and the process for requesting them.
2. Service Categories
Our refund policies vary depending on the type of service:
- Consultation Services: Travel planning and advice sessions
- Guided Tours: Multi-day adventure expeditions
- Day Adventures: Single-day activity bookings
- Digital Products: Travel guides and online resources
3. Refund Eligibility
| Service Type | Cancellation Period | Refund Amount |
|---|---|---|
| Guided Tours (7+ days) | 30+ days before departure | 100% refund |
| 15-29 days before | 75% refund | |
| 7-14 days before | 50% refund | |
| Less than 7 days | No refund | |
| Day Adventures | 48+ hours before | 100% refund |
| 24-48 hours before | 50% refund | |
| Less than 24 hours | No refund | |
| Consultation Services | 24+ hours before | 100% refund |
| Less than 24 hours | 50% refund | |
| Digital Products | Within 7 days of purchase (if unused) | 100% refund |
4. Exceptional Circumstances
Full refunds may be granted regardless of timing for:
- Weather Cancellations: Tours cancelled due to unsafe weather conditions
- Medical Emergencies: Documented medical issues preventing participation
- Natural Disasters: Fires, floods, or other natural events affecting tour areas
- Government Restrictions: Travel bans or lockdown orders
- Service Provider Issues: Equipment failures or guide unavailability
5. Non-Refundable Items
The following are generally non-refundable:
- Third-party booking fees and merchant processing charges
- Travel insurance premiums
- Accommodation costs booked through external providers
- Transportation tickets (flights, trains, buses)
- Personal equipment rentals
6. Refund Process
To request a refund:
- Contact Us: Email [email protected] with your booking reference
- Provide Documentation: Include any supporting documents (medical certificates, etc.)
- Review Period: We will review your request within 3-5 business days
- Processing: Approved refunds are processed within 7-10 business days
- Method: Refunds are returned to the original payment method
7. Travel Insurance Recommendation
We strongly recommend purchasing comprehensive travel insurance to protect against:
- Trip cancellations for personal reasons
- Medical emergencies during travel
- Lost or stolen equipment
- Flight delays or cancellations
- Unexpected accommodation issues
8. Rescheduling Options
Instead of refunds, we often offer flexible rescheduling options:
- Move bookings to future dates (subject to availability)
- Transfer to alternative tours of similar value
- Issue credit vouchers valid for 12 months
- Partial refunds combined with future credits
9. Group Bookings
Special refund terms apply to group bookings (8+ people):
- Individual cancellations within groups may incur different fees
- Group size reductions may affect per-person pricing
- Minimum group sizes must be maintained for certain tours
10. Dispute Resolution
If you're unsatisfied with our refund decision:
- Contact our customer service manager for review
- Provide additional documentation if available
- Consider mediation through Australian consumer protection agencies
- Disputes are governed by Australian Consumer Law
11. Contact Information
For refund requests and questions:
- Email: [email protected]
- Phone: +61 3 9642 8890
- Mail: Level 15, 450 Collins Street, Melbourne, VIC 3000, Australia
- Hours: Monday-Friday 9:00 AM - 6:00 PM AEST