OUR TERMS AND CONDITIONS
TERMS AND CONDITIONS FOR TRANSFERS & TREK PACKAGES
SPECIAL BOOKING CONDITIONS FOR 2022
When you book for the 2022 season the special conditions we had for 2020 COVID conditions will remain the same for 2022. This will provide our customers with some clarity and security for their booking. Below are the specific terms if you make a booking for the 2022 Season and if need to cancel or change your dates due to border issues, COVID etc that could affect your booking:
If you can't make it because of official border closures or travel restrictions, you can:
change your dates ( at no extra cost for use in 2022, 2023 or 2024) or,
place your booking on hold ( at no extra cost for use in 2022, 2023 or 2024) or,
convert your booking into a credit ( at no extra cost for use in 2022, 2023 or 2024)
If you want to cancel your booking entirely a 30% cancellation* fee will apply to your entire booking. The 30% fee will be offered as a credit for any future re-bookings in 2022, 2023 or 2024.
*The 30% fee covers the costs used to prepare for your booking. A lot of work is set in motion once you book i.e. populating our database with your booking and trek file; populating our health and safety systems with your details; preparing your containers; printing your container stickers and tracking ID; inputting your container tracking and delivery detail into our logistics software; rostering staff; setting aside vehicles and many other factors. Of course, we can't do these things for free. They cost money, time and need to be done in order to deliver the service you expect and deserve. Staff also need to be paid for that. Staff who were rostered for your dates, still need to be paid for those commitments
Your acceptance of our Terms and Conditions listed here implies you agree to Our Service Policy which you can read here:
and to our Disclaimer Policy which you can read here: https://www.treksupport.com.au/disclaimer
We reserve the irrevocable right to terminate Your booking if you fail to comply with Our Service Policy which will result in termination fees; cancellation of any services you have booked and the repossession of any hired gear. We will not be liable for any refunds if your booking is terminated as a result of a violation of this policy.
CANCELLATION FEES PRIOR TO TREK
If You cancel Your booking You will incur a cancellation fee. Below are the cancellation fee rates. % based on your booking fee:
• Outside 30 days from date of Your Pre-Trek Date: 30% cancellation fee
• 30 days or less from the date of Your Pre-Trek Date; 50% cancellation fee
• 15 days or less from the date/time of Your Pre-Trek Date: 70%
• 7 days or less from the date/time of Your Pre-Trek Date: 100%
HIKER INITIATED TERMINATION DURING TREK
If You terminate (quit, pull out etc) Your trek whilst on the trail for whatever reason, You will not be reimbursed any monies from Your booking fee.
You will be required to return all hired equipment, communications gear, unused stove fuel and batteries to Us on Your immediate return to Alice Springs.
SHORT NOTICE MODIFICATIONS TO TRANSFERS
If You modify Your transfer ( pick up and/or drop off point) different to that originally booked within 7 days of your scheduled transfer, You:
will not be reimbursed any fare not used
will not be reimbursed any differences in any fares
may be charged extra fees if the transfer location is at a further or remote distance than the original transfer point
may incur booking modification admin fee of $20
may be charged with an additional transfer fee
While We will do Our very best to fulfil a short notice modification, We cannot guarantee this will always be possible due to the limitations of booking commitments
We may have with dates and the likely potential of limited seat or vehicle availability.
We accept no responsibility or liability as a consequence of any short notice modification to Your transfer We cannot fulfil.
ADMINISTRATIVE CHANGES TO YOUR BOOKING - CUSTOMER INITIATED
Any administrative requests for changes to Your booking such as date changes, additional passenger or drop off/pick up locations etc will incur a $20 fee per request or booking change.
DROP OFF & PICK UP DAY / FORFEIT OF BOOKING FEE
You must be at the agreed pickup location at the agreed time. Our schedule and commitments to other passengers will be affected by late arrivals - something We want to avoid.
We offer a ‘window’ period of 10 minutes wait times for pickups, depending on Our schedule and how many other passengers We have with Us at the time.
If You fail to be present at the nominated pick up point at the nominated location within these designated window periods, We may depart without You and You may forfeit Your booking and/or will receive no refunds for a 'no boarding'.
We reserve the right to depart on schedule and without You if You fail to meet the designated window timings and fail to notify Us.
TERMINATION AND MODIFICATIONS OF TRANSFERS AND REFUNDS
Any booking or part of a transfer/trek package booking which is terminated due to external influences such as natural disasters or official government enforced closures which are beyond Our ability to control such as road closures, park closures, flooding, inaccessibility and bushfires, no refunds will be provided. A credit equivalent of the booked packaged or affected part of the booked package will be offered to You and will be valid for 24 months from the date of the termination
If We terminate a transfer or trek package booking due to Our own internal reasons, You will be provided with a 90% refund.
We shall not be held financially liable for any consequential losses or damages resulting from any terminated or modified transfer or trek package ( or booking). This includes, but is not limited to, any flights or accommodation missed as a result of a late transfer or complete cancellation of a transfer.
Only passengers listed in the Booking Form will be permitted to board the vehicle If You are at the drop off or pick up point and You have a person who intends boarding with You, but who is not permitted to travel with Us, that person will be denied boarding. If You decide that You do not want to board without the unapproved person, You can do so, but You will not receive any refunds and will forfeit Your booking fee
ACCOMMODATION – PRE-AND POST TREK
You must have accommodation in Alice Springs before and after Your trek. If You do not have pre-/post accommodation You will void Your entire booking.
See the official list of accommodation We service here under No Accommodation No Transfer: https://www.treksupport.com.au/policies
If You choose any other accommodation not listed in Our official accommodation list, You may void Your entire booking. You also risk not receiving Your pre-trek deliveries and You risk not being picked up for Your transfer.
If whatever reason We are required to drop off or pick up from accommodation or a location not listed in Our official accommodation list, You will be charged $50 for every single drop off and/or pick up We make on Your behalf.
NO STOVE FUEL NO TRANSFER' POLICY
If You cannot show us Your receipt from Your local Alice Springs stove fuel purchase, before the start day of Your trek, You will void your booking which means 100% loss of your booking fee and being stranded last minute on the day of Your transfer. You can also buy Your stove fuel directly from Us.
CUSTOMER CONDUCT AND BEHAVIOUR
We (LTTS staff, contractors and support personnel) will not tolerate or accept any aggressive, abusive, offensive or dangerous conduct or behaviour by any customer towards LTTS staff, contractors and support personnel or other LTTS customers during the delivery of Our services. We reserve the unconditional right to terminate Your booking and/or remove You from any of our property such as Our vehicles or offices. You will NOT be refunded or compensated for any termination and We shall not be held financially liable for any consequential losses or damages resulting from any termination of your booking.
FOOD / CONTAINER DROPS ( Including Fresh Food Drops/ Bounce Box’s/ Resupply)
While We will make every attempt to ensure the food drops are protected from insects, wildlife, climatic influences, snooping, tampering and theft, We will not be held responsible for anything which may occur after We have dropped off the containers.
After We drop off the containers Our responsibility is discharged.
We do not accept any responsibility for any theft, damage or otherwise, to any food or anything else You place in your food container
You use the food/container drop service at Your own risk.
Any services within Your booking not used or only partially used will not be refunded. For example, if You do not take Your transfer, You will not be refunded for that transfer.
INCLUSIONS (ESSENTIALS & EXTRA PACKAGES/ADD ONS/ SGS ONLY)
PLB AND SPOT TRACKER RENTAL
Refer to the PLB Terms and Conditions which apply to these Terms and Conditions
Refer to the SPOT Tracker Terms and Conditions which apply to these Terms and Conditions
It is entirely and wholly Your responsibility to ensure You have sufficiently researched, familiarised Yourself with; and understand how to use any equipment We issue or provide to You, such as PLB’s, SPOT Trackers and any trekking gear.
STOVE FUEL ALLOCATION
Extra Packages: The free stove fuel is offered in good faith based on the mutual understanding that You will request only the amount You (or Your group) will need for the duration of Your trek.
Any amounts deemed by Us as excessive will be questioned. We reserve the right to reject any excessive fuel requests and provide You only with an amount We deem suitable.
We own all the stove fuel provided to You. As such We request that all empty, partially used or unused fuel is placed in the food containers when not in use and/or returned to Us at the end of Your trek.
Essentials Package: Refer to Your Trek Package stove fuel allocation
Any personal items, gear, kit or equipment You place in Your food container for retrieval is done so at Your own risk.
While the risks of theft and damage is rare, We do not accept any responsibility for any theft, damage or otherwise, to any personal items, gear, kit or equipment You place in your food container for retrieval
If You terminate Your trek early before We can retrieve and return Your gear to you, You will be responsible for any postage, shipping and handling fees if You want Your gear posted to You.
Your Baggage is stored in secure cool storage and is well protected from potential theft, loss or damage.
While we make every effort to ensure Your baggage is kept secure, We do not accept any responsibility from any loss, damage or theft caused to Your baggage while in Our possession
TREK PLAN SUBMISSION
A Trek Plan Submission does not imply We will be in any way be held responsible for Your trek or for Your personal wellbeing
We assume no responsibility or liability for the information We provide to You regarding Your Trek Plan feedback and recommendations. You are solely responsible for Your own trek planning.
PRE-TREK PLANNING SUPPORT
While We endeavour to provide the most useful, practical information, advice and guidance to support Your planning and preparation, We are in no way responsible or liable for any negligence, consequential loss, damage or expense resulting from the information We provide You.
It is entirely and wholly Your responsibility to ensure You are prepared for Your trek and have completed the necessary research to ensure You are sufficiently informed.
LIMITED LIABILITY AND INDEMNITY
YOU INDEMNIFY AND RELEASE US AGAINST, AND HOLD US HARMLESS FROM, ANY AND ALL CLAIMS, ACTIONS, DEMANDS, SUITS, PROCEEDINGS, COSTS, EXPENSES, DAMAGES AND LIABILITIES, INCLUDING REASONABLE SOLICITORS FEES AND COSTS, ARISING OUT OF, IN CONNECTION WITH, OR RESULTING FROM THE SERVICES WE PROVIDE YOU . EXCEPT TO THE EXTENT IMPLIED BY LAW, YOU SHALL BE RESPONSIBLE FOR ALL RISKS WHATSOEVER OF OR IN CONNECTION WITH OUR SERVICES AND THE ACTIVITY YOU ARE UNDERTAKING, INCLUDING RISKS OF THIRD PARTY DAMAGE TO PERSONS OR PROPERTY AND RISKS OF LIABILITY TOWARDS PERSONS WHO OR WHOSE PROPERTY MAY BE AFFECTED BY YOUR ACTIVITY.
Updated 9 April 2021