PayTravel Terms and Conditions

To access the PayTravel Services, you must:

1. be 18 years of age or otherwise capable of entering into and forming a legally binding contract;

2. be resident in Australia;

3. have access to an Approved Payment Method;

4. be in full compliance with these Terms that apply to you; and

5. be approved by us.

In addition to the above, provide the PayTravel Services to you and any travel companion that you request us to book on their behalf as part of the PayTravel Service, must not violate any economic or trade sanction programs Australia, the European Union and its member states, the United Nations, the United Kingdom or any other sanction programs imposed on or by our Travel Product Provider.

Our PayTravel Partners and PayTravel Provider may impose additional conditions to access part of the PayTravel Service from time to time.

In some cases, we may require you to complete verification via the Platform as a condition of accessing the PayTravel Service. We reserve the right to impose this condition in our sole discretion.

We reserve the right to not provide you with the PayTravel Services in our sole discretion (acting reasonably), including not actioning an instruction to book a Travel Product, for any reason, including if we have any suspicions about your compliance with these Term, the General Terms or the validity of the relevant instructions.

The PayTravel Services are provided to you for the applicable PayTravel Fee and include:

1. The Advisory Service: Where we (or a PayTravel Partner engaged by us):

   1. Reward Seat Research: research the best value rewards seats across our airline PayRewards Partners or other airlines to maximise the value of your airline points and find you seats tailored to your points balance and preferences.

   2. General Travel Itinerary: research and prepare a suggested general travel itinerary for you. Depending on your instructions, the itinerary may include, for example, transport, accommodation, and other experiences. The research and proposed itinerary, including the recommended Travel Products, will be tailored to your preferences based on information you provide. Products, experiences or services suggested by us as part of the Advisory Services are ‘Travel Products’. For the avoidance of doubt, the service we provide is the research and compilation of the relevant itinerary or reward seat research, and does not include us making the booking(s) on your behalf, or the cost of the underlying Travel Products.

2. The Booking Service: This involves us booking the requested Travel Products on your behalf directly with a PayTravel Partner (such as a partner travel agent) or a Travel Product Provider (such as an airline or hotel).

You can access the PayTravel Services through the Rewards Platform by logging into your User Account and navigating to the ‘PayTravel’ section. If you do not have a User Account and are not otherwise a User, you can request to access the PayTravel Services by making an enquiry via the Website from this link.

In some cases the PayTravel Fee will be included in your pay.com.au Platform subscription, this is governed by the General Terms.

We will provide the Advisory Service for the applicable PayTravel Service. Our research and recommended travel itinerary will be provided to you in a PDF document. It will include details of the availability and estimated costs of the requested Travel Products (whether in PayRewards Points or Australian dollars) and, if relevant, information about the Travel Product Provider and any applicable Travel Product Terms and/or PayTravel Partner Terms.

The itinerary will be current on the day it is provided. The estimated cost of a Travel Product is an estimate only, and the estimated cost and availability of a Travel Product may change. You acknowledge that the provision of Travel Products, including the availability, costs, modification and cancellation, is pursuant to the relevant Travel Product Terms, which we are not a party to. In particular, we make no guarantee that the cost estimate(s) or availability of a Travel Product provided in the itinerary will not change, and you agree that the estimates are not fixed and that we are not responsible for, nor able to control, a variation to an estimate.

The itinerary is based on your request and the information provided by you. We reserve the right to charge an additional PayTravel Fee if you ask us to update the itinerary after it has been provided to you, which additional PayTravel Fee will be disclosed to you before proceeding. Any change made to the itinerary, including in relation to Travel Products and dates, may also result in a change to the estimated cost of Travel Products initially quoted. You acknowledge that this is outside our control and is ultimately determined by the applicable Travel Product Provider.

The Travel Products recommended are subject to availability, variation or withdrawal from the Travel Product Provider without notice. We make no guarantee that the price of a recommended Travel Product is the lowest available price in the market, or as to the quality or merchantability of the service or product.

Our itinerary does not include an exhaustive list of additional fees or taxes that may be applicable to various Travel Products or travel plans, including for example airline taxes and international tourist fees, and we are not in any way responsible for communicating or advising in relation to any such additional fees or taxes.

The Advisory Service is a research service only, and you are responsible for booking the recommended Travel Product(s), unless you choose to use the PayTravel Booking Service.

The Booking Service facilitates the booking of Travel Products between you and the Travel Product Provider and is separate from the Advisory Service. Additional Booking Terms will either be set out in the invoice for the relevant booking or other made available to you. Upon being provided to you, the Additional Booking Terms form part of these Terms.

We will provide the Booking Service for the applicable PayTravel Fee, which will be charged per person and per booking. The PayTravel Fee is in addition to the cost of the Travel Product that you instruct us to book on your behalf. In addition to the applicable PayTravel Fee, we may receive a portion of the cost of the PayTravel Product as additional compensation.

If you instruct us to make a booking on behalf of another traveller, you represent and warrant that you have the authority to instruct us to make a booking on that person’s behalf and that they have also received, read and agreed to the applicable Travel Product Terms and/or PayTravel Partner Terms, and that they meet the eligibility conditions set out under clause 2.1 of these Terms.

We may need additional information or documentation from you to make a booking. If you do not provide us with complete and accurate information and documents in a timely manner, we may not be able to book a Travel Product on your behalf, and we are not liable or responsible for any subsequent inability or failure to make a booking, or any change in prices or Travel Product availability.

If, in our opinion, your instruction is not clear, or if we have any doubt about your identity or the validity of your instruction, we may decide in our sole discretion (acting reasonably) to not provide you with the Booking Service. We reserve the right not to proceed with a booking, and are not required to provide you with any reason for our refusal to provide the Booking Service.

If you would like to make a change to the itinerary after it has been provided to you (but before it has been booked), we may charge an additional Fee in our discretion to compensate for time spent providing the additional Booking Service. If the changes are extensive, we may treat the request as a new Booking Service request and charge the full Booking Service PayTravel Fee.

If you need to make a change after a Travel Product has been booked, you will need to liaise directly with the Travel Product Provider or PayTravel Partner to make the change.

You can pay for Travel Products that you instruct us to book on your behalf using PayRewards Points or an Approved Payment Method. We will inform you if a Travel Product cannot be acquired using PayRewards Points.

If you choose to pay for a Travel Product with PayRewards Points, you authorise us to deduct the quoted number of PayRewards Points from your User Account. It is your responsibility to ensure that you have sufficient PayRewards Points to complete a transaction.

Travel Products can be booked using a mixture of PayRewards Points and an Approved Payment Method in our absolute discretion. You may choose different payment methods for different Travel Products on your itinerary.

We cannot make any bookings on your behalf where payment is to be made using Partner Rewards Points.

We provide the PayTravel Services to you for the PayTravel Fee. The applicable PayTravel Fee will be payable:

1. in relation to the Advisory Service, for each itinerary prepared, upon receipt of our invoice before we provide you with the itinerary; and

2. in relation to the Booking Service, per booking per person, after the booking is made.

The PayTravel Fees payable may vary from time to time to reflect business costs. The current PayTravel Fees are available on our Website at all times, and will also be disclosed to you before we provide you with the PayTravel Service.

Our PayTravel Fee can be paid using PayRewards Points and/or an Approved Payment Method. If you choose to pay with PayRewards Points, we will deduct the quoted number of PayRewards Points from your User Account. It is your responsibility to ensure that you have sufficient PayRewards Points to complete a transaction.

You may also request to pay PayTravel Fees on behalf of another individual.

The PayTravel Fees payable to us are for the PayTravel Services, and are separate to the fees and costs payable to acquire Travel Products. Although we will take reasonable steps to disclose the applicable costs and fees of Travel Products to you, we are not in control of or responsible or liable for fees and costs payable to Travel Product Providers.

You acknowledge and agree that, in addition to the PayTravel Fee, we may, and are entitled to retain, receive a commission, fee or other benefit from third parties in relation to the PayTravel Services. This may be a portion of the cost of the Travel Product.

You agree and acknowledge that there may be additional fees charged by third parties (including to a PayTravel Partner and/or a Travel Product Provider), which will be passed on to you. We will take reasonable steps to disclose these fees to you, but in the event an additional fee is charged, we will require you to pay the fee.

Some Travel Product Providers and PayTravel Partners may charge additional fees after the booking has been made. Any additional fees will be disclosed in and governed by the Travel Product Terms and/or PayTravel Partner Terms.

In certain circumstances, there may also be additional charges or fees that apply to your Travel Products or travel plans that are not known to us or to the Travel Product Provider or PayTravel Partner at the time of booking. We are not responsible or liable for any additional fees, charges or taxes that you are required to pay in relation to the Travel Products that we book on your behalf.

We do not issue and are not responsible for Travel Documents that relate to your booking. The Travel Documents will be sent to you via the email provided and it is your responsibility to verify that the Travel Documents are correct.

If there is an error in a Travel Document, including for example an error in a name, date, time or place, it may result in the booking being cancelled, an inability to use that booking and change and/or cancellation fees. We are not liable or responsible for any additional fees or charges, or any other consequence, where the error was a result of incorrect information provided by you. If the error was caused by us, we will liaise with the Travel Product Provider to amend the Travel Document where possible, and will pay for any associated fee charged by the Travel Product Provider in relation to the amendment, and unless caused by our gross negligence, to a maximum amount of $700. For the avoidance of doubt, we will only cover the fee to change the Travel Document, and will not pay for any changes to the cost of a Travel Product.

Travel Documents may be subject to conditions or restrictions imposed by the relevant Travel Product Provider or PayTravel Partner, including being non-transferrable, non-refundable, not able to be changed and/or subject to cancellation. Any such conditions will be governed by the applicable Travel Product Terms and/or PayTravel Partner Terms.

Any other issue, whether caused by you or the Travel Product Provider, is not our responsibility and must be addressed directly with the Travel Product Provider in accordance with the applicable Travel Product Terms.

We take reasonable steps to consider and provide current and accurate information when we provide an itinerary, including information about travel restrictions and conditions of entry for countries that you may be travelling to. However, this information is subject to change. It is your responsibility to monitor any change before and during travel, and to be aware of any Australian or other international government restrictions that may affect your travel. General advice for travel can be found at www.smartraveller.gov.au (Smart Traveller Website).

It is your sole responsibility to confirm all visa and other requirements for travel and to obtain any applicable visas or meet other travel requirements prior to commencement of travel.

Any fines, penalties, payments, costs or loss incurred as a result of failing to meet visa or other travel requirements (except to the extent caused by our gross negligence) will be your sole responsibility.

You accept all risk for your travel arrangements, including where you choose to travel to a location with an elevated risk as set out on the Smart Traveller Website (being any location designated above level 1), you accept that:

1. travelling to such destinations carries risks to you and your travel companions, including risks to your safety and interruptions to your travel plans;

2. you may not be able to obtain travel insurance coverage or your insurance cover may include carve outs, exemptions or limit as a result of travel to those locations or as result of the consequences of travelling to those locations;

3. limited or no consular assistance; and

4. you are solely responsible for any fines, penalties, payments, costs, other loss, injury or death arising from the above except to the extent we cannot exclude such liability under law.

Any cancellation or change to a Travel Product booking will be governed by the applicable Travel Product Terms or PayTravel Partner Terms, including in relation to any refunds, credits, change in fees or increase in prices, and you are solely responsible for communicating any desired cancellation or variation to bookings that we have made on your behalf to the relevant Travel Product Provider or PayTravel Partner.

A PayTravel Partner or Travel Product Provider may also vary or cancel a booking in accordance with the PayTravel Partner Terms and/or the Travel Product Terms. We are not responsible or liable in any way for any such cancellation or variation.

In the event that a Travel Product Provider and/or PayTravel Partner decides to offer you a refund, we will pass on the whole of the refunded amount to you (less our fee) within 10 Business Days of receipt of the refund by the Travel Product Provider. If you have paid, or made part payment, in PayRewards Points, we’ll re-credit those points to your User Account in the same timeframe. To the extent permitted by law, our booking fees and any payment processing fees are not refundable.

For the avoidance of doubt, payment for Travel Products using PayRewards Points has no bearing on your ability to be provided a refund, credit or compensation.

We may engage PayTravel Partners to provide the PayTravel Services to you. Although we use best efforts to conduct thorough research, we make no representation or guarantee that the Travel Products recommended are the best or most cost effective available, or that we considered all available Travel Products.

Our PayTravel Services may come with certain guarantees under the Australian Consumer Law which cannot be excluded, including:

1. they will be provided with due care and skill;

2. they will be reasonably fit for the specified purpose; and

3. they will be provided within a reasonable time.

If we fail to meet any of these guarantees, you have rights under the Australian Consumer Law, including a right to have the services supplied again or a refund of the fee paid for the services.

While we exercise due care and skill in researching and selecting the Travel Products that we recommend, we are not the provider of the Travel Products and make no specific guarantees or representations in relation to the Travel Products.

In addition to any representations and warranties under these Terms, you represent and warrant that:

you are in full compliance with these Terms, as applicable;

the information you provide to us in relation to the PayTravel Services is true, accurate, current and complete;

you understand that we act on your behalf in acquiring the Travel Products;

you have authority to provide us with instructions to book Travel Products, including on behalf of other travellers;

you have read, understood and agree to be bound by any applicable Travel Product Terms and PayTravel Partner Terms;

you have capacity to enter into the Travel Product Terms and PayTravel Partner Terms;

you will not use the PayTravel Services in any way that is fraudulent or in breach of any laws; and

you are aware of any health and other travel requirements and recommended precautions relevant to your booking and Travel Products.

We are not liable for any Travel Product or other product or service provided by third parties, including for any loss caused by a Travel Product Provider or PayTravel Partner failing to provide you with a product or service, or in relation to any defect or default which relates to a Travel Product. Our only liability to you is in connection with the provision of our PayTravel Services and, to the extent permitted by law, only to the extent that loss is caused as a direct result of our fraud, gross negligence or wilful default.

If a Travel Product Provider or PayTravel Partner is unable to provide you with the product or service that we booked on your behalf due to insolvency or being placed under external administration, subject to the Australian Consumer Law, your right to a refund or compensation is governed by the Travel Product Provider Terms or PayTravel Partner Terms, and we have no obligation to reimburse you for the cost of the booking, or for any loss resulting from the insolvency or external administration.

We are not liable for any failure, delay or inability to perform or provide the PayTravel Services, that is due to events beyond our control.

If a Force Majeure Event occurs which affects a Travel Product, your entitlement to a refund, a credit or re-scheduled travel booking will depend on the Travel Product Terms and/or the PayTravel Partner Terms, as appropriate.

We can assist with any booking queries or complaints which relate to the PayTravel Services. You can contact us at travel@pay.com.au.

Once booked, all queries and complaints in relation to Travel Products will be dealt with in accordance with the terms and conditions between you and the relevant PayTravel Partner or Travel Product Provider.

In the event of inconsistency between these Terms and, and the General Terms, these terms prevail. In the event of inconsistency between these Terms, and the

We may vary the PayTravel Terms from time to time. You will be provided with at least 30 days’ notice of any variation to this Annex, unless such variation is required to be made immediately to protect our interests in which case we will give you notice as soon as practicable, and you will be deemed to have accepted the PayTravel Terms as varied if you access the PayTravel Services after the date of variation. In any event, you are asked to confirm your acceptance of the current PayTravel Terms each time you use a PayTravel Service, and any variation will not apply retrospectively.