Terms & Conditions
Ignite Holidays Pty Ltd ABN 86 119 314 377 (“Ignite Holidays Pty Ltd”, “MyQueensland”, “we”, “us”, “our”), a subsidiary of Ignite Travel Group Ltd, provides holiday packages.
The terms and conditions below will apply to your purchase and booking of a MyQueensland package. Please read the following terms and conditions carefully. You must be 18 years of age or older to make a booking. It is important you understand and agree with the following terms and conditions. You should not proceed with any purchase or booking unless you do.
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. The person making the booking has ultimate authority over the booking, including amendments and cancellations.
We act as an agent only. We offer a range of travel services (which may include but are not limited to flights, accommodation, coach, rail and cruise liner services) on behalf of others who provide those services. Our duties to you are limited to arranging bookings on your behalf with those service providers. We are not responsible for providing those services to you, or for the standard of any service provided. If a service provider fails to provide you with a service, or you are not satisfied with the standard of any service provided, you agree that your only rights are directly against the service provider and not against us. You agree that we are not liable to you for any losses that you suffer in those circumstances, and that you will not claim against us (directly or indirectly) any refund, credit or other compensation. You agree that any money that you have paid to us will not be held on trust for you, but will be used by us to make payment to the service providers to secure the booking for your travel services.
Limitation of Liability
We do not accept any liability, whether in contract, tort or otherwise, for any act or omission of travel service providers including their failure to provide a service whether through their negligence or otherwise. We do not make any representation about the standard of the services to be provided by travel service providers, and we accept no liability in that regard. We do not accept any liability, whether in contract, tort or otherwise, for any injury, losses, expenses, delays or inconvenience suffered by you in connection with your booking or your travel services, unless our liability is prescribed by legislation which cannot be excluded. Without limiting the foregoing, we will not be liable for any loss of benefit or change in status relating to any loyalty, rewards, frequent flyer or other program which result from the actions of a travel service provider, including a change in flights or a change in airline carrier. Where our liability cannot be excluded, our liability is limited to the amount that you have paid for your travel services.
Rates and Prices
Rates and prices quoted in print or on the website and quoted by our reservations personnel are subject to availability and can be withdrawn or varied without notice. Price changes may occur at any time by reason of matters outside our control which increase the cost of the product or the service provided by the suppliers. Such factors include but are not limited to adverse currency fluctuations, fuel surcharges, price increases made by our suppliers, taxes and airfare increases. Any price increase that is outside our control will be added to your account and is payable no later than 60 days from departure, at our absolute discretion and where suppliers permit we may also offer a refund. Rates and prices do not include any costs incurred en route to and from the destination, meals and/or alcoholic beverages (unless specified), telephone calls, items of a personal nature, and personal services not specified as being included in costs on the relevant web pages for each supplier’s product.
Deposits, Held Bookings & Final Payments
You will be required to pay a deposit or deposits when booking. Our consultant will advise you of how much that will be. Payment of a deposit merely holds the reservation and does not guarantee that the final payment amount will not change due to circumstances beyond our control as referred to in “Rates and Prices”
All deposits are non-refundable (including where you or we cancel the booking for any reason) unless the booking is cancelled due to some negligence or breach of duty by us.
Payment by Credit Card:
Credit card surcharge of 2% applies. If you have paid any amount to us by credit card, you agree that you will not lodge any dispute with your credit card issuer about the validity of the transaction or the provision of goods or services by us, where a service provider fails to provide a service to you for any reason. You agree that your remedy lies against that service provider and not against us, and that by lodging a dispute with your credit card issuer you will be seeking a remedy against us in breach of these terms and conditions.
Payment by Direct Deposit:
If you pay by direct deposit, bookings can only be confirmed upon receipt of cleared funds. If you are paying by this method, you will need to make payment at least 5 business days prior to the actual date due for payment. You agree not to stop payment even when you cancel a booking. You agree that we may apply the proceeds of the payment to satisfy any liability you have with us, including any liability in respect of cancellation fees, before refunding the balance to you.
My Queensland $200 Experience Voucher:
With the purchase of a My Queensland holiday package, you may also be eligible to receive a Bonus $200 Experience Voucher provided you are one of the first 250 bookings and your holiday is: If eligible, upon receipt of full payment for your holiday, a unique code for the Bonus $200 Experience Voucher will be emailed to your nominated email address within 7 days providing detailed information on how to redeem. Valid for the first 250 bookings only. For more information click: $200 Experience Voucher.
MyQueensland Gift Voucher:
To make a booking using your gift voucher please call and quote a valid gift voucher identification number to be able to redeem for a holiday package
Gift voucher terms and conditions form part of the full terms and conditions that can be found at My Queensland New Zealand Website.
Gift vouchers should be treated like cash, lost or stolen vouchers will not be replaced or refunded.
Gift vouchers are personal to the individual receiving them and can only be redeemed by that individual
Gift vouchers are not refundable after purchase, any amounts not used in 1 transaction will remain as a credit.
Gift vouchers are only to be used against the published packages found on the My Queensland New Zealand Website.
Gift vouchers are valid for 36 months from date of purchase. Expired vouchers are non-refundable in whole or part. Once expired, vouchers are no longer valid and will not be honoured
Existing gift vouchers or credits cannot in any circumstances be used to purchase gift vouchers in full or as part-payment
Your Gift Voucher may only be used to make purchases up to the initial Gift Voucher value. If you wish to make a purchase for an amount that exceeds the Gift Voucher value or the Remaining Gift Voucher Value, you must pay the excess using another payment method.
Where a trip paid using gift vouchers is cancelled, if any refund is due, will be refunded onto a new gift voucher.
Gift Vouchers cannot be cancelled once they are issued except if voided by MyQueensland if their value is used or if they expire.
Gift Vouchers may not, without the prior written consent of MyQueensland be resold or offered for resale at a premium (including via online auction or other unauthorised resale sites) or used for advertising, promotion or other commercial purposes (including competitions and trade promotions) or to enhance the demand for other goods or services. If a Gift Voucher is sold or used in breach of this condition, MyQueensland may in its absolute and sole discretion cancel or render invalid the Gift Voucher without a refund and the Gift Voucher holder may be refused redemption of the Gift Voucher. MyQueensland will take all reasonable steps to notify you of MyQueensland’s intention to cancel or render invalid a Gift Voucher within a reasonable time before cancelling or rendering invalid the Gift Voucher.
MyQueensland may cancel or render invalid any Gift Voucher (including any available balance) which MyQueensland determines in its absolute and sole discretion was purchased at any time and in any way (including via online auction or other unauthorised resale sites) by fraudulent means. MyQueensland may cancel any bookings made using any fraudulent Gift Voucher which may include any non-refundable amounts. MyQueensland will not be responsible for any costs incurred by you if you purchase or attempt to redeem any fraudulent Gift Voucher. You acknowledge and agree that you will not be entitled to redeem any available balance on any fraudulent Gift Voucher and that MyQueensland will not be obliged to hold such balance on file for you or otherwise redeem or exchange that Gift Voucher.
Gift Vouchers may not be used for payment of credit or retailer accounts
The laws of Queensland, Australia apply to these terms and conditions and any disputes arising in relation to them.
Cancellation Charges & Other Service Fees
For payments made by you (other than non-refundable deposits as referred to in the “DEPOSITS, HELD BOOKINGS & FINAL PAYMENTS” clause), if you cancel the booking we are unable to provide any refund to you unless and until we receive a refund of the amounts paid by us on your behalf to third party travel service providers. Cancelled bookings will incur charges. Travel service providers are entitled to impose cancellation charges, which can be up to 100% of the amount paid to them for the relevant service, regardless of whether travel has commenced.
If we receive any refunds from travel service providers, we will pass those refunds on to you. However, you agree that we shall be entitled to retain a minimum cancellation fee of $150 per person which you agree is reasonable compensation to us for the services that we have provided and expenses incurred by us in facilitating and booking your holiday, and processing the cancellation of your holiday.
Should you default in making any payment in accordance with the agreed trading terms all monies owing to us will immediately become due and payable. We will be entitled to charge interest at the rate of 3% above the 90 day bank bill rate as set by The Reserve Bank of New Zealand per calendar month on all overdue amounts from the date due for payment until the date of actual payment. We reserve the right to recover from you any expense and/or costs or disbursements incurred by us in recovering any outstanding monies including debt collection agency fees and legal costs.
Booking amendments will incur a minimum fee of $55 per person, together with any additional amendment fees applied by the service providers.
Booking Credit Note:
Any booking may be converted to a booking credit note. Booking credit notes will still attract any applicable supplier fees but will not incur amendment or cancellation fees by us. Each credit note will be valid for 12 months from the date your booking is placed into credit. A booking credit note can be used for one or more future travel bookings, where the entire balance of a credit note is not used any balance will be held in accordance with these terms and conditions. Once a new booking is made using a credit note, standard terms and conditions apply. Booking credit notes are non-transferrable, non-refundable, and cannot be redeemed for cash or gift vouchers.
Other Service Fees:
We reserve the right to apply other service fees in addition to those charged by airlines, resorts and other service providers, for any services provided by us in addition to those included in your holiday package. Some of these fees may include, but are not limited to, credit card surcharges, late booking fees, processing fees and urgent documentation delivery.
Australian departure tax is recorded on your ticket as being paid. All quoted taxes are subject to change until tickets are issued. There are still some countries where taxes are paid upon departure from the airport.
Reservations (even after payment of your deposit and final payment) are subject to us receiving confirmation from the service provider including ticketing from the airline provider. In the rare instance where a reservation request cannot be confirmed by the service provider, you will be offered the choice of alternative arrangements (which may be with an alternative service provider), which may be at an additional cost or alternatively a full refund provided where the service provider allows. You agree that we are not liable to you for any such additional costs.
All seating and meal requirements must be requested at the time of booking. We do not provide any guarantees in relation to these requests and they are subject to availability.
Flight Schedule Changes
The airlines have the right to reschedule or cancel flights at any time. It is your responsibility to contact the airline prior to travel to ensure the scheduled departure time has not changed. We do not accept responsibility should changes occur nor do we accept responsibility for any additional cost incurred by you to make alterations to your booking to accommodate these changes as these are beyond our control.
Many of the bonus inclusions which are incorporated into various packages have no associated costs to your package purchase price i.e. they are ‘free’ inclusions. This includes, but is not limited to, bonus inclusions such as cruises, golf, massages, day tours etc. Should you elect to cancel any component of your package there will be no refund forthcoming or any reduction in the overall package price. Additionally, should any ‘bonus’ inclusions be cancelled by an operator or any such service not be provided to you, no refund will be forthcoming nor will any additional service or compensation be provided unless offered directly to you by the service provider responsible for that service. In such circumstances that the inclusion cannot be provided for any reason, we may elect to find an alternate date, supplier or inclusion.
We strongly recommend that you obtain travel insurance. The New Zealand Government also strongly recommends that all travellers obtain travel insurance prior to travel. If you do not obtain travel insurance, you acknowledge that you may be required to sign a disclaimer.
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, re-issue and/or amendment fees. All Travel Documents are non-transferable. All airline tickets must be issued in the name of the passport/photo identity holder and some carriers will deny carriage if the name varies from the passport or photo identification provided and the booking may be cancelled. It is your responsibility to ensure you have all required Travel Documents prior to travel. We will not be held responsible for tickets and/or documentation lost by you or a third party. Any charges associated with re-issue and re-sending of tickets and/or documentation will be at your expense. An incorrect name on a booking may result in an inability to use that booking and the booking being cancelled. Any errors in names, dates and timings on your documentation will be your responsibility. Please advise us immediately of any errors.
Passports and Visas
It is your responsibility to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Passports are required by all passengers travelling internationally and are always the responsibility of the passenger. Many countries require travellers to have at least six months’ validity remaining on their passports beyond the date of return, and immigration authorities may refuse entry if you arrive with less than this. Some countries require a machine readable passport.
If you are travelling to the United States (including Hawaii) please see the Official ESTA Application Website for information regarding compulsory pre-registration for their visa waiver program. Please note, you may not meet the requirements of ESTA and may be required to obtain a visa.
It is the customer’s responsibility to check the country of departure and country of arrival’s COVID19 restrictions. Our 3rd party supply partners (EG Airlines, Cruise Line, hotel & touring operators etc) may also have additional restrictions, so it is the customer’s responsibility to check that all travelers in your party also meet these requirements. We recommend that you use the information on the 3rd party supplier website to ensure that you are aware of the latest updates. The situation is fluid and as such country and state entry requirements along with 3rd party supplier embarkation requirements are changing frequently. All travelers must comply with their final destination’s immigration and health requirements. For guidance on current requirements please refer to – Travel Restrictions
Health requirements are the responsibility of all individual travelers.
** Should any mandatory quarantine or testing be required this will be at your own expense and for you to arrange.
** Please be advised that any costs for the above requirements will be at your own expense.
Our consultants are not qualified to advise you on vaccinations. Please contact your own doctor or a specialist vaccination clinic. For guidance on current immunisation requirements – please refer to – New Zealand Ministry of Health
Please advise your consultant of your frequent flyer membership details for inclusion in your booking. Please check your frequent flyer program for the specific terms of your membership. We cannot guarantee that the supplier will credit you with points for your booking.
Monies Not Held on Trust
All monies paid by you to us will be the property of Ignite Holidays Pty Ltd and will be a debt due and payable to the travel service provider once the service to which the money relates has been provided, except for monies paid for flights with an IATA airline which might be held on trust for that IATA airline. You agree and acknowledge that such monies will not be held by us on trust for and on your behalf and we may hold such monies in any account as we see fit, including with our own and /or other customer monies.
I acknowledge that I am 18 years of age or older and that I understand and agree with the terms and conditions above.