Gem Ezy Pty Ltd trading as Exchange Me
These Booking Terms & Conditions apply to all travel arrangements, educational programs, language programs, cultural tours, sporting tours and other services arranged or provided by Exchange Me.
By making a booking with Exchange Me, you acknowledge that you have read, understood and agree to be bound by these Booking Terms & Conditions.
In these Booking Terms & Conditions:
“Exchange Me”, “we”, “us” or “our” means Gem Ezy Pty Ltd trading as Exchange Me.
“You” or “your” means the person or persons named on a booking and, where applicable, their parent or legal guardian, school, group organiser or authorised representative.
“Passenger” or “participant” means each person travelling or participating in the tour, program or service.
“Supplier” means a third-party provider of a service included in your booking, including airlines, accommodation providers, transport operators, schools, language schools, sporting organisations, tour guides, activity providers, host families and overseas partners.
“Booking” means a confirmed booking for a tour, program or other travel arrangement arranged or provided by Exchange Me.
“Force Majeure Event” means an event or circumstance beyond our reasonable control which could not reasonably have been prevented or avoided.
A booking request becomes a confirmed booking when Exchange Me issues written booking confirmation and the required deposit has been received.
At this point, a contract between you and Exchange Me comes into existence, subject to these Booking Terms & Conditions.
Exchange Me reserves the right to decline a booking where reasonably necessary.
Where a booking is made by a school, teacher, group coordinator, parent, guardian or other authorised representative on behalf of other participants, the person making the booking confirms that they have the appropriate authority to provide the relevant information and accept these Booking Terms & Conditions on behalf of the participants, to the extent permitted by law.
Exchange Me provides educational, cultural, language, sporting and travel programs.
Depending on the booking, Exchange Me may:
Services may include flights, accommodation, transfers, educational activities, language lessons, school visits, homestays, sporting activities, competitions, tours, excursions and other services stated in your itinerary or booking confirmation.
The specific services included in your booking are those stated in your quotation, invoice, itinerary or booking confirmation.
All prices are stated in Australian dollars (AUD), unless otherwise specified.
The inclusions applicable to your booking are those stated in your quotation, invoice, itinerary or booking confirmation.
Unless specifically included, prices do not include:
Exchange Me reserves the right to adjust the price of a booking prior to commencement where additional costs arise from circumstances beyond our reasonable control.
This may include, but is not limited to:
Where a surcharge applies, Exchange Me will notify you within a reasonable time and provide details of the additional cost.
Exchange Me will not apply a currency surcharge after full payment has been received.
Any surcharge provisions are subject to applicable Australian Consumer Law and other applicable legislation.
A non-refundable deposit of 30% of the booking value is required to secure your place on the tour or program, unless otherwise stated in your quotation or booking confirmation.
The applicable deposit due date will be stated on your invoice or booking confirmation.
Payment of the deposit confirms acceptance of these Booking Terms & Conditions.
Full payment must be received by the payment date stated on your invoice or booking confirmation.
Unless otherwise stated, final payment is due no later than eight (8) weeks prior to the commencement of your trip.
Some tours or programs may require earlier payment or additional instalments. Where applicable, these requirements will be stated on your booking confirmation or invoice.
Where Exchange Me is required to individually administer and process payments on behalf of participants within a group booking, an administration fee of $10.00 per passenger will apply.
This fee is payable in addition to the applicable tour or program costs and will be charged for each passenger whose individual payments are administered and processed by Exchange Me.
Any payment received more than seven (7) days after the applicable final payment due date will incur a non-refundable late payment fee of $50.00 per passenger.
The late payment fee will be applied automatically to overdue payments and is separate from any cancellation fees or other charges that may apply under these Booking Terms & Conditions.
If you wish to cancel your booking, written notice must be provided to Exchange Me.
Cancellation charges are calculated from the date Exchange Me receives written notice of cancellation.
Unless otherwise stated in your booking confirmation, the following cancellation charges apply:
| Time before commencement | Cancellation amount |
|---|---|
| More than 90 days before commencement | Deposit is non-refundable. Any additional instalment payments received will be refunded, subject to any non-refundable supplier costs already incurred. |
| 90 to 60 days before commencement | 50% of the total booking value |
| Within 59 days of commencement | 100% of the total booking value |
| No-show | 100% of the total booking value |
Where a supplier has imposed additional non-refundable costs, these may apply in addition to the cancellation charges above where permitted by law.
For group departures, transferring a confirmed booking to a different departure date will be treated as a cancellation of the original booking and the applicable cancellation conditions will apply.
Cancellation charges are subject to applicable Australian Consumer Law and other applicable legislation.
All outstanding balances must be paid by the applicable payment due dates.
If any outstanding amount remains unpaid four (4) weeks prior to the scheduled departure or arrival date, Exchange Me reserves the right to cancel the passenger's booking and remove the passenger from the tour or program.
Cancellation for non-payment is separate from a cancellation requested by the passenger.
Where a booking is cancelled for non-payment, any applicable cancellation fees, non-refundable deposits, supplier costs, forfeited payments or other charges under these Booking Terms & Conditions will continue to apply.
If a passenger is unable to commence or continue their trip because an airline, accommodation provider, school, sporting organisation, government authority or other supplier refuses carriage, entry, accommodation or participation due to a mandatory health, vaccination, testing, medical or other requirement, Exchange Me will provide reasonable assistance where practicable.
Any alternative travel, accommodation or other arrangements required as a result will be at the passenger's cost, unless otherwise required by law or covered by the applicable supplier's terms or travel insurance.
If the passenger has already commenced their trip, Exchange Me will provide reasonable assistance in arranging alternative travel or other necessary arrangements where practicable. Any resulting costs will be payable by the passenger unless otherwise required by law.
Exchange Me is not responsible for losses or expenses incurred because a passenger is unable to travel or participate due to an individual health or entry requirement, except where Exchange Me is legally responsible.
Passengers are strongly encouraged to obtain travel insurance that provides appropriate cancellation, medical and disruption cover.
A Force Majeure Event means an event or circumstance beyond Exchange Me's reasonable control which could not reasonably have been prevented or avoided.
This may include:
If, in our reasonable opinion, a Force Majeure Event means that your travel arrangements cannot safely or lawfully proceed, Exchange Me may:
Where travel arrangements are cancelled because of a Force Majeure Event, Exchange Me will refund amounts attributable to the cancelled arrangements to the extent that those amounts are recoverable from suppliers, less any applicable unrecoverable third-party costs and other costs properly incurred by Exchange Me in relation to the cancelled arrangements, subject to applicable law.
If a Force Majeure Event occurs after your trip has commenced and travel arrangements are cancelled or cannot continue, Exchange Me will provide reasonable assistance where practicable.
Refunds will be limited to amounts recoverable from suppliers for the affected services, subject to applicable law.
Where Exchange Me provides alternative services or assistance, the value of those services may be taken into account when calculating any applicable refund.
Passengers are strongly encouraged to purchase travel insurance that provides appropriate cover for cancellation, disruption and Force Majeure Events.
If Exchange Me cancels your travel arrangements for reasons other than a Force Majeure Event, we will, where applicable, offer either:
Exchange Me will not be responsible for other expenses or losses you incur as a result of a cancellation or rescheduling, except where required by law.
Exchange Me will make reasonable efforts to accommodate requested amendments to your booking. However, amendments may not always be possible.
An amendment fee of $150 per amendment will apply to changes to confirmed bookings, in addition to any costs charged by airlines, accommodation providers or other suppliers.
Examples of amendments may include:
For group departures, transferring a confirmed booking to a different departure date is treated as a cancellation of the original booking.
Exchange Me may need to make reasonable changes to an itinerary, accommodation, transport arrangements, activities or inclusions due to operational requirements or circumstances beyond our reasonable control.
Where a significant change is required and the trip can still proceed, Exchange Me will notify you within a reasonable time.
Changes may include substitution of accommodation, transport providers, activities, venues, restaurants, sporting facilities or other components of the itinerary.
Where possible, Exchange Me will provide an alternative service of a similar standard.
Changes may be required due to circumstances including:
Exchange Me will make reasonable efforts to provide suitable alternatives where practicable.
To the fullest extent permitted by law, Exchange Me will not be responsible for loss resulting from changes caused by circumstances beyond our reasonable control.
No refund will normally be provided for travel arrangements or services that a passenger chooses not to use, including where the passenger:
Where a service is cancelled by Exchange Me or a supplier, any applicable refund will be considered in accordance with the terms of the booking, supplier conditions and applicable law.
Passenger names must be provided exactly as they appear on the passenger passport or other applicable travel document.
If incorrect passenger information is provided and airline tickets, bookings or other documentation must be amended or re-issued, the passenger will be responsible for any applicable supplier charges, including airline cancellation or re-issue fees, together with any reasonable Exchange Me administration fees.
Where travel insurance is not included in your booking, Exchange Me strongly recommends that all passengers obtain comprehensive travel insurance.
Travel insurance should be considered for:
Passengers are responsible for selecting an insurance policy appropriate to their individual circumstances and the activities included in their trip.
Where Exchange Me requires travel insurance for a particular tour or program, this requirement will be communicated at the time of booking.
Exchange Me does not guarantee that an insurance claim will be accepted by an insurer.
Exchange Me may arrange hotels, hostels, residences, vessels, homestays or other accommodation.
We reserve the right to substitute accommodation with accommodation of a comparable or higher standard where reasonably necessary.
Room configurations and accommodation arrangements are subject to availability and supplier requirements.
Where a homestay is included, Exchange Me or its overseas partner will make reasonable efforts to match participants with a suitable host family based on the information provided at the time of booking.
Participants must comply with reasonable household rules and treat host families and their property with respect.
Host family arrangements may change before or during a program where reasonably necessary, including due to availability, safety, compatibility or other circumstances.
Where a homestay placement becomes unsuitable, Exchange Me will make reasonable efforts to investigate the issue and arrange an alternative placement where appropriate.
Passengers are responsible for ensuring that they hold:
Passengers are responsible for checking the current entry and transit requirements for all countries included in their journey.
Unless otherwise advised, passports should have at least six months' validity remaining from the date of return. Some countries may have different requirements.
Exchange Me is not responsible for costs arising where a passenger is unable to travel because they do not hold the required documentation.
Passengers must comply with any mandatory health, vaccination, testing, entry or participation requirements imposed by:
Passengers must provide required evidence within the timeframe communicated by Exchange Me.
If a passenger is unable to meet a mandatory requirement and is consequently unable to travel or participate, the applicable cancellation conditions and supplier charges may apply.
Passengers who have medical or other circumstances affecting their ability to meet a mandatory requirement should notify Exchange Me as soon as possible.
Passengers are responsible for ensuring that they are able to safely participate in the travel arrangements and activities included in their chosen program.
Passengers must advise Exchange Me at the time of booking of any medical condition, disability, allergy, medication, mobility requirement, dietary requirement or other circumstance that may reasonably affect their ability to participate or may require additional assistance.
Exchange Me may request further information where reasonably necessary to assess whether appropriate arrangements can be made.
Where specialist assistance is required that Exchange Me or its suppliers cannot reasonably provide, Exchange Me may need to modify the program or, where necessary and permitted by law, cancel the booking.
Where a relevant condition was disclosed at the time of booking and Exchange Me subsequently determines that the required assistance cannot reasonably be provided, the applicable refund or cancellation arrangements will be discussed with the passenger, subject to supplier terms and applicable law.
Passengers are strongly encouraged to obtain travel insurance with appropriate medical and cancellation coverage.
All dietary requirements, food allergies and medically necessary dietary restrictions must be disclosed to Exchange Me at the time of booking or as soon as the requirement becomes known.
Exchange Me will communicate dietary information to relevant suppliers where reasonably possible.
However, Exchange Me cannot guarantee that every supplier, restaurant, school, accommodation provider, host family or activity provider will be able to safely accommodate every dietary requirement.
Passengers, parents, or guardians are responsible for ensuring that relevant dietary and allergy information is communicated clearly and for taking appropriate precautions during travel.
Where a passenger has a severe or potentially life-threatening allergy, the passenger or parent/guardian must carry any required medication or emergency treatment and ensure that relevant tour leaders or staff are informed.
Exchange Me educational programs may involve schools, colleges, language institutions, teachers, host families, local representatives and other third-party providers.
Participants must comply with:
Exchange Me may modify or withdraw a participant from an activity where reasonably necessary for the safety or wellbeing of the participant or group.
Any additional costs arising from a participant's individual conduct or circumstances may be payable by the participant or their parent/guardian, where permitted by law.
Sporting programs may include training sessions, friendly matches, competitions, clinics and other sporting activities.
Participation may be subject to:
Fixtures, competitions, training sessions and sporting venues may change or be cancelled due to weather, venue availability, sporting organisation decisions or other circumstances beyond Exchange Me's reasonable control.
Exchange Me will make reasonable efforts to provide suitable alternatives where practicable.
Participants acknowledge that sporting activities involve inherent risks, including injury, and must follow all instructions provided by coaches, teachers, tour leaders and sporting organisations.
All participants are expected to behave respectfully and responsibly throughout the tour or program.
Participants must comply with:
Serious misconduct may result in a participant being removed from an activity, accommodation, program or tour.
Examples of serious misconduct may include:
Where a participant is removed from a program or required to return home early because of their conduct, the participant or their parent/guardian may be responsible for any resulting costs, including additional transport, accommodation, staff assistance and other reasonable expenses, where permitted by law.
Many services included in Exchange Me programs are provided by independent third-party suppliers.
These may include:
Exchange Me will take reasonable steps to select and work with reputable suppliers.
However, Exchange Me does not directly control every independent supplier and cannot guarantee their performance.
Where a third-party supplier is responsible for delivering a service, the supplier's own terms and conditions may also apply.
Exchange Me will provide reasonable assistance in addressing issues with suppliers where practicable.
Where Exchange Me directly provides or controls a travel arrangement or service, we will provide that service with reasonable care and skill.
Exchange Me is responsible for the actions of its employees and representatives when acting within the scope of their duties.
Exchange Me is not responsible for loss, damage, delay, additional costs or other expenses caused by:
except where Exchange Me is legally responsible.
Exchange Me will make reasonable efforts to operate tours according to the confirmed itinerary. However, scheduled departure and arrival times are not guaranteed.
International travel involves risks that may differ from those ordinarily encountered in Australia.
These may include risks associated with:
Passengers should review the travel advice issued by the Australian Department of Foreign Affairs and Trade (DFAT) for the countries included in their itinerary.
Participants are responsible for following reasonable safety instructions and complying with local laws and regulations.
If you experience a problem during your trip, you must notify Exchange Me, your teacher or tour leader, our local representative, or the relevant supplier as soon as reasonably possible.
We need the opportunity to investigate and, where possible, resolve the issue while you are traveling.
If a problem is not resolved during the trip, any complaint or claim should be submitted to Exchange Me in writing within 30 days of the completion of your travel arrangements.
Complaints should include sufficient information and supporting documentation to allow Exchange Me to investigate the matter.
Nothing in this section limits any rights you may have under applicable Australian Consumer Law or other legislation.
Exchange Me may collect and use personal information reasonably required to arrange and deliver your tour or program.
This may include information provided for:
Where reasonably necessary, Exchange Me may provide relevant information to overseas suppliers and service providers involved in delivering your travel arrangements.
Personal information will be handled in accordance with applicable privacy laws and Exchange Me's privacy policy.
Photographs or video may be taken during Exchange Me tours, programs and activities for operational, educational or promotional purposes.
Where consent is required, Exchange Me will seek the appropriate consent before using identifiable images of participants for promotional purposes.
For participants under 18 years of age, any required parent or guardian consent will be obtained in accordance with Exchange Me's applicable consent processes.
Nothing in these Booking Terms & Conditions is intended to exclude, restrict or modify any rights, guarantees or remedies that cannot legally be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
Where a service is supplied directly by Exchange Me, Exchange Me will provide that service with reasonable care and skill and in accordance with applicable legal requirements.
Where a service is supplied by an independent third-party supplier, the supplier may have separate terms and conditions governing the service.
To the fullest extent permitted by law, Exchange Me is not responsible for loss, damage, delay, injury or additional expenses caused by circumstances outside our reasonable control or by the acts or omissions of an independent supplier, except where Exchange Me is legally responsible.
Any limitation of liability contained in these Booking Terms & Conditions applies only to the extent permitted by applicable law.
To the extent permitted by law, where Exchange Me is responsible for a failure to provide a service, our liability may be limited to arranging the service to be supplied again or paying the reasonable cost of having the service supplied again.
This limitation does not apply to rights, guarantees, or remedies that cannot legally be excluded or limited.
Nothing in these Booking Terms & Conditions limits liability where such limitation would be unlawful.
Exchange Me may update these Booking Terms & Conditions from time to time.
The Booking Terms & Conditions that apply to your booking will be those provided or made available to you at the time of booking, unless a change is required by law or otherwise agreed between you and Exchange Me.
The contract between Gem Ezy Pty Ltd trading as Exchange Me and you is governed by the laws of New South Wales, Australia.
Subject to any applicable consumer rights or dispute resolution requirements, disputes may be dealt with by a court of appropriate jurisdiction in New South Wales.
If any provision of these Booking Terms & Conditions is found to be invalid or unenforceable, that provision will be severed to the extent necessary and the remaining provisions will continue to apply.
By making a booking with Exchange Me, you acknowledge that you have read, understood and accepted these Booking Terms & Conditions.
Where a booking is made by an authorised representative on behalf of a group, school or other participants, the person making the booking confirms that they are authorised to accept these Booking Terms & Conditions on behalf of those participants to the extent permitted by law.
These Booking Terms & Conditions should be read together with your quotation, invoice, itinerary, booking confirmation and any specific terms communicated to you for your particular tour or program.
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