Delivery and Refunds
All our Services are provided electronically. Members can set up an account after agreeing to Member terms and make a purchase to receive receipt and delivery of an electronic voucher for the purchase of their Services. You can also make a purchase as a guest user from our website but you will be bound by the same member's terms and conditions.
We handle returns and process refunds in accordance with the Australian Consumer Protection legislation.
Travello's Refund Policy is below:
It is Travello Pty Ltd's company policy that no refunds will be offered for any reason, if the refund request is sent to Travello within 24 hours of the tour departure time. This Refund Policy applies to any product, tour, activity or attraction booked on Travello, Backpacker Deals or associated brands and Whitelabel partners.
Refunds can only be honoured when the cancellation request has been sent in excess of 24 hours from the time of departure of the subject tour. If a refund request is received by Travello /Backpacker Deals in excess of 24 hours before the departure time, then the Refund request is still subject to the individual tour operator's Refund Policy. Please read individual tour operator refund Terms & Conditions.
Travello's Refund Policy, where applicable, overwrites any Operator's Refund Policy in any region. Where there is overlap between the Operator and Travello Refund Policies - the Travello Pty Ltd Refund Policy will be enforced.
In the event you are unable to attend and are required to cancel for health or medical reasons, please contact us immediately with evidence and we will attempt to arrange a suitable compensation, if outside of 24 hours of departure.
All refunds for any reason, including medical, other than as listed above are in our sole discretion.
Please note if you are using an international credit card, we process a refund in the currency you had purchased the vouchers. We will not be responsible for any currency exchange rates fluctuations or bank fees charged by your bank.
Any change to the date of your booking of the Service is dependent on the availability and individual Advertiser terms.
There are NO REFUNDS on any lost, expired vouchers or in the event you do not attend, miss or are late for the activity or services.
We understand that many people’s travel plans have been impacted by the spread of COVID-19 (Coronavirus) and various government travel restrictions. As a result, we are happy to process travel credit for future travel with the same tour operator - you get up to 24 months to travel. Where possible we will issue you a travel credit to book any other tour with Travello in the future.
As always we thank you for your ongoing support and your patience as we work through very high volumes of calls and messages right now.
If you have any questions, please send us an email.