Booking Terms & Conditions

Booking Terms and Conditions

Please read the following terms and conditions carefully. You must not make any booking unless you understand and agree with the following terms and conditions. References to “us”, “we” and/or “our” in these booking terms and conditions shall mean Lades Pty Ltd (Travel Associates Franchisee NQ and CQ). Where bookings of travel products are made on your behalf through Infinity Holidays, references to “us”, “we”, and/or “our” in these booking terms and conditions shall also mean and include Lades Pty Ltd (Travel Associates Franchisee NQ and CQ), FCTG Limited and FCTG trading as Infinity Holidays. These terms and conditions apply to bookings you make with our advisers (in-store, over phone or by email) as well as online bookings you make on our website. We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking and that person will bind all such travellers to these terms and conditions.


Travel Insurance

We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Your insurance protection should include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage, money and personal liability insurance. Evidence of such insurances should be produced to your travel adviser on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel adviser can provide information to you about travel insurance. For details of the services they provide, including a quote, please refer to their Financial Services Guide/Product Disclosure Statement. We are an authorised representative of CoverMore Insurance Services Pty Ltd (ABN 95 003 114 145) ("Cover-More") and receive financial and non-financial benefits when you buy travel insurance products through us. We and Cover-More are authorised to provide you with general advice about, and arrange, travel insurance products on behalf of the insurer, Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507). You must read the Combined Financial Services Guide & Product Disclosure Statement before you decide to buy the travel insurance product you are considering purchasing to ensure it meets your needs and financial situation. Please contact your adviser or call 137071 to take out travel insurance through us or if you have any questions about Cover-More's travel insurance products. If you purchase travel and decline travel insurance, you may be required to sign a disclaimer.


Travel Advice

We recommend that you contact the Department of Foreign Affairs and Trade or visit their website at for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency.



You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g. proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT (see



All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once paid for in full by you. Please note that prices quoted are subject to change. Price changes may occur by reason of matters outside our control which increase the cost of the product or service. Such factors include adverse currency fluctuations, fuel surcharges, taxes and airfare increases. Please contact your consultant for up to date prices.


Our Fees

Subject to your refund and remedy rights under the Australian Consumer Law, the following service fees apply to all bookings (including online bookings and bookings made with an adviser):


Holiday management/ Service Charges


Domestic/Cruise Travel

Domestic Travel Booking - $22

Domestic Package (car hire/coach travel/flight/hotel reservations /QR rail travel/Cruise)- $55

Frequent Flyer redemptions- $55

Ticket reissue - $30

Holiday amendment service fee (service for Cancellation and/or complete rebooking of new holiday) -

Up to 12% of total holiday cost


International Travel

Flights only

Trans-Tasman/ Pacific Islands - $55

Asia - $88

Other International - $125



Trans-Tasman/ Pacific Islands (car hire/coach travel/flight/hotel reservations /QR rail travel/Cruise) - $70

Asia (car hire/coach travel/flight/hotel reservations /QR rail travel/Cruise) - $100

Other International(car hire/coach travel/flight/hotel reservations /QR rail travel/Cruise) - $150

Frequent Flyer redemptions - $200

Ticket reissue - $75

Holiday amendment service fee (service for Cancellation and/or complete rebooking of new holiday) -

Up to 12% of total holiday cost



Administration Fees

Courier Charges - $12

Visa Passport - $115

Insurance Claim Assistance- covermore purchased through us - $50

Insurance Claim Assistance-other - $100


Credit card Charges

Visa/Mastercard - 0.90%

American Express - 0.88%


Supplier Change and Cancellation Fees

Cancelled bookings may also incur supplier fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Supplier fees may also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for a supplier cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a cancelled booking for which payment has been made to the supplier, we will not provide a refund to you until we receive the funds from that supplier. Supplier refunds can take more than 12 weeks to be received. We reserve the right to charge a service fee for the cancellation of your booking as stated in or fee table above.


Deposit and Final Payment (Not applicable to online booking)

You will be required to pay a deposit of up to $100 per person in addition to amounts payable to Cruise Lines, Airlines, Hotels etc. .All deposits are deducted from final payments and are not an additional charge when booking. Your adviser will tell you of how much that will be. All deposits are non-refundable for changes of mind or cancellations by you (subject to your rights under the Australian Consumer Law). Final payment is required no later than 6 weeks prior to departure unless otherwise stated. Some airfares or services must be paid in full at the time of booking.


Cash Payment Limit

Due to Federal legislation from 1 January 2020 we are unable to accept cash payments of $10,000 or more per booking; this includes multiple payments for the same booking which total $10,000 or more. Cash payments of less than $10,000 per booking can be accepted; this includes multiple payments for the same booking which total less than $10,000.



Airline taxes are subject to change and are confirmed at the time your airline ticket is issued. There may also be a local tax charged at some airports.


Service guarantees: Our Purple Ribbon Service guarantees

We are an accredited agency with ATAS and work within the guidelines of the Australian Federation of Travel Agents. Our booking and advisory services come with a guarantee that:


  • We will provide you with a comprehensive, fit for specific purpose travel itinerary or service at the best value and within a reasonable time
  • We will take all due care and skill; continually monitoring your booking to ensure any changes are managed and solutions provided.
  • We will be with you on every step of your journey so if things don’t go to plan, we will be there to guide you through any issues
  • We provide Travel recommendations through years of experience within the Travel Industry
  • Our recommendations are based on our own and industry knowledge, and our clients' feedback.
  • We will provide you with an interactive itinerary through our Travel Associates app where real time updates will be notified (if requested we can provide you a paper-based copy as well)
  • We provide you with peace of mind with our 24-hour emergency assistance
  • Without an Adviser you are on your own

If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law.



We act as an agent for and sell various travel related products. As an agent on behalf of numerous transport, accommodation and other service providers, such as airlines, coach, rail and cruise line operators, as well as all of our wholesalers. Any services we provide to you are collateral to that agency relationship. Our obligation to you is to (and you expressly authorise us to) make travel bookings on your behalf and to arrange relevant contracts between you and travel service providers. We exercise care in the selection of reputable service providers, but we are not ourselves a provider of travel services and have no control over, or liability for, the services provided by third parties. All bookings are made on your behalf subject to the terms and conditions, including conditions of carriage and limitations of liability, imposed by these service providers. We can provide you with copies of the relevant service provider terms and conditions on request. Your legal rights in connection with the provision of travel services are against the specific provider and, except to the extent a problem is caused by fault on our part, are not against us. Specifically, if for any reason (excluding fault on our part) any travel service provider is unable to provide the services for which you have contracted us to organise, your rights are against that provider and not against us. You acknowledge and agree not to reverse any credit card payments made to us for contracting your travel arrangements for any reason other than fault on our part, acting as agent for the supplier.



To the extent permitted by law, neither Lades Pty Ltd (Travel Associates Franchisee NQ and CQ), FCTG nor any of its related bodies corporate, directors, employees or agents, including Franchise, accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these terms and conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).


Force Majeure

Force Majeure means the occurrence of an event that is beyond Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) reasonable control and which could not have been reasonably prevented by Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) This includes, but is not limited to: (a) war, armed conflict, criminal damage, riot, civil strife, industrial dispute, terrorist activity or the threat of any such acts; (b) natural disaster (including but not limited to flooding, fire, earthquake, landslide), adverse weather conditions, high or low water levels; (c) nuclear or other industrial accident causing environmental pollution or contamination; or (d) change in law, meaning, enactment, amendment (including repeal) in the law or administration of any law in Australia or any jurisdiction or territory relevant to the booking contract, which includes changes in statute, regulation, determination, by-law, declaration, licence and the common law as applicable from time to time.

Termination of Booking Contract or Change of Travel Arrangements Due to Force Majeure If Lades Pty Ltd (Travel Associates Franchisee NQ and CQ), in its reasonable opinion, considers that any Force Majeure event prevents Lades Pty Ltd (Travel Associates Franchisee NQ and CQ), whether directly or through its employees, contractors, subcontractors from lawfully or safely providing any products or services subject of the booking contract with you, Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) may immediately by written notice: (a) terminate the booking contract (in whole or in part); or (b) change your travel arrangements as reasonably practicable to ensure your safety and invoice you for any additional costs.

Limitation of Liability in the Event of Force Majeure In the event of a force majeure event making it impossible or unsafe for Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) to deliver all or part of the Holiday Package, Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) will refund the customer for the unperformed part of the Holiday Package less any reasonable losses incurred before cancellation. Losses may amount to a substantial proportion of the booking price. Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) will use reasonable endeavours to minimise losses incurred by customers.


Special Requirements

Please liaise with your adviser regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.


Frequent Flyer

When booking with one of our advisers, please let them know your frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking. If you are booking online, please insert these details in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier will credit you with points for your booking.


Travel Documents

Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. If you have booked with an adviser, it is your responsibility to collect all travel documents from us prior to travel. As a general rule, your travel documents will be available for collection 2 weeks prior to departure, however this will depend on your individual arrangements. Please contact your adviser to confirm when your travel documents are ready for collection.


Schedule Changes

We recommend that you contact the airline to confirm your scheduled departure time 24 hours prior to your flight.


Privacy Policy

We are committed to protecting your personal information and agree to handle your personal information in accordance with our Privacy Policy, which is available online at or in store. By providing personal information to us, you agree that our Privacy Policy will apply to how we handle your personal information and you consent to us collecting, using and disclosing your personal information as detailed in our Privacy Policy. In particular, you agree that in certain circumstances (such as where you request us to book international travel for you), we are permitted to disclose your personal information to overseas recipients. Such recipients may include the overseas travel service providers (e.g. airlines, accommodation or tour providers) with whom you make a booking. These travel service providers will in most cases receive your personal information in the country in which they will provide the services to you or in which their business is based. We may also disclose your personal information to our overseas related entities and to service providers who perform services for us within and outside of Australia. Generally, we will only disclose your personal information to these persons in connection with facilitation of your travel booking and/or to enable the performance of administrative and technical services by them on our behalf. Where we disclose your personal information to any person (including any overseas recipients), you agree that we will not be required to ensure that person’s compliance with Australian privacy laws or otherwise be accountable for how they handle your personal information. When used above, “disclose” includes to transfer, share, send, or otherwise make available or accessible to another person or entity.


Monies Not Held On Trust

All monies paid by you to us will be the property of Lades Pty Ltd (Travel Associates Franchisee NQ and CQ) or FCTG Limited and will be a debt due and payable to the travel service provider as per their booking terms and conditions except for monies paid for flights with an IATA airline, which might be held on trust by FCTG for that IATA airline. You agree and acknowledge that such monies will not be held by us on trust for and on behalf of you and we may hold such monies in any account as we see fit, including with our own and/or other customer monies.


Governing Law

If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia and waive any right that you may have to object to an action being brought in those courts.

Payments by Credit Card

Credit card surcharges of 0.9% for Visa/Visa Debit, 0.9% for MasterCard, 0.88 % for American Express will apply when paying by credit card.


Debit cards do not incur any surcharge fees.


You authorise us to charge all fees incurred by you in relation to the services provided to the credit card or debit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due immediately on demand.


If you choose to save your credit card details with us, they will be securely stored with encryption via our quoting platform (Tramada) and may be used for your future transactions with us (including transactions agreed over the phone or by email). You can choose to remove your saved credit card details at any time.


Payments by Direct Deposit

Please note that payments by direct deposit can take up to 3 business days to process. If you are paying by this method you will need to make the payment at least 3 business days prior to the actual due date. You must notify your consultant of your payment once it has been made.


Payments by Cheque (Not applicable to online bookings)

Please note that cheque payments require 5 business days to process (approximately). If you are paying by this method, you will need to make the payment at least 5 business days prior to the actual due date. If the timing of receiving the cheque is not sufficient enough for the funds to be released, then we will request with the bank a “special clearance”. If required, an additional bank fee of $25 will be charged. You agree to not stop the payment of the cheque even when you cancel a booking. You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect of cancellation fees, before refunding the balance to you.


BPAY Payments (Not applicable to online bookings)

Please note that BPAY takes up to 3 business days to process. If you are paying by this method, you will need to make the payment at least 3 business days prior to the actual due date. You must notify your adviser of your payment once it has been made.


Mint Virtual Terminal
Please note that payments made will incur charges of 1.1% Visa/Mastercard, 2.06% on Amex.

These terms were last updated on 22 February 2022.