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Terms & Conditions

Deposits

A payment of a deposit indicates an acceptance of all the conditions below by the purchaser and/or Client and or signing a booking Form which you would have been issued with this, this can also be found on our website . www.chriswatsontravel.com.au

All deposits are considered non refundable unless otherwise specified. Most cruise , tour and travel suppliers have a non refundable deposit at the time of booking.

Cancellation Policy

Once a deposit is paid cancellation fee’s come into place and these are different for each tour as they are subject to airline, wholesaler terms & Conditions. Any escorted groups have a non refundable deposit.Deposits Vary, Cancellation of a Tour does incur loss of deposit with no refund.

Schedule of Cancellation for Group Tours

These include: Line Dance Tours, Tunes In the Tropics , Dance Fusion, Charmaine Wilson Cruise, all group events

Loss of deposit up until 3 months prior)

90 Days or Less 50% of total cost

45 Days or Less 100% of Total Cost

(Airfare related taxes can be refunded up until 48 hours prior to travel)

CMA MUSIC FEST NASHVILLE CANCELLATION:

Loss of deposit up until 3 months prior

90 Days or Less 75% of total cost

60 Days or Less 100% of Total Cost

Line Dance Cruise

From the date of booking until 150 days prior the deposit is Non refundable . If cancelled within between 90 and 150 days prior loss of 50% of the fare. 90 days of departure 100% of the cost of the trip is non refundable. Travel insurance is advised.

Name Changes May be possible on some tours, fees Vary. Please contact consultant for more information

Refunds

No refund will be issued to those failing to join their tour, or for tour accommodation or any other services not utilised, or for a partially completed travel. Chris Watson Travel reserves the right to cancel any departure in which case no liability shall fall upon Travel Partners or any of its associate businesses or wholesalers. In this case, participants' payment will be refunded in full.Special Departures and Special Escorted tours have a Non Refundable Deposit. By signing the booking from you agree to the non refundable deposit terms.

Travel Documents

All travellers require valid passports with at least six months validity remaining. Travellers are also responsible for necessary visas and health certificates, and must meet all costs incurred to comply with such requirements. Names must be as per passport as stated on your booking form, please make sure your booking form is correct before submitting. FOR a P & O Cruise Please note no documentation can be issued until the cruise personaliser is filled out on line at www.pocruises.com.au

Name changes can incur a fee, it is imperative that you make sure your name on your booking form is correct as per your passport.

Single Supplement

A single supplement may be imposed when one person is travelling alone by choice or circumstance, as all costs presume twin share occupancy. Prices quoted are twin share unless stated.

Airport Departure Taxes

Departure taxes, where levied, are the direct responsibility of the client. These can change at any time. Charges are normally included in your quoted price, please check with your consultant if you are unsure.

Costs/Exchange Rates

Prices and tariffs quoted for Tours are subject to change without notice in the event of unforeseen circumstances beyond our control, such as currency fluctuations, Government taxes, fuel costs , Airline Costs etc. Chris Watson Travel can not be held liable for cost increases due to currency fluctuations, major currency fluctuations are considered 5% of based currency at time of booking,. All prices are quoted in AUD. Credit card fees apply Visa / Master Card 1.65% and Amex 3.3%.

Itinerary

We reserve the right to vary or cancel the itinerary, accommodation, or services nominated in the Tour descriptions should circumstances warrant that such changes would be in the best interest of the client, or for any other operational reason.The commencement of each Tour is subject to sufficient numbers booking a tour, and the right is reserved to cancel any Tour, should there not be sufficient bookings, in which case deposits will be refunded. However, travel costs already incurred CANNOT be refunded. Special guests or tour escorts can change at any time without warning, Chris Watson Travel Partners cannot be held liable to any change in advertised special guests. All standard Terms & Conditions Apply/

Insurance

Insurance is highly recommended, we can arrange this for you or you can arrange your own we take no responsibility if you are un insured, by signing the booking form or making a deposit you acknowledge this. In their own interests, clients are strongly recommended to effect travel insurance through a reputable company. The policy should cover personal accident and sickness, accidental loss of baggage and money, loss of deposit, payment or cancellation fees and curtailment expenses. Our consultants are happy to quote on your travel insurance.

Changes

Change fees apply to all airline, tour, cruise & travel bookings. Fees vary per supplier, for a full list of fees please request them through your consultant.

Changes to advertised artists, instructors or performers

Chris Watson Travel advise that advertised artists , instructors or performers on our special event tours or holidays can change due to unforeseen circumstances. Chris Watson Travel are not held liable for any changes or cancellations, a refund or discount will not be offered. Full cancellation terms are in place.

Special Terms

Chris Watson Travel arranges travel arrangements. Chris Watson Travel do not accept liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, of those airlines, coach/tour operators, shipping companies, hoteliers or other persons providing services in connection with your tour pursuant to a contract between them and yourselves and whom I have no direct and exclusive control. Chris Watson Travel do not accept liability in contract or tort for any death or injury to any person, damage or loss of luggage or property, delay, additional expenses or inconvenience sustained in or during any journey, trip , tour or dance event booked by or through it and not withstanding that irs principle may be foreign company, corporation or person and that so far Chris Watson Travel, the directors or employees of shall not be acting as such agents as above, it shall be deemed to be acting as agents for the passengers effecting bookings. No booking is transferable. The signed booking forms and or issuance of receipts, itineraries, tickets shall be consent by the passenger to the above conditions, Chris Watson reserves the right to charge clients any fees/price increases charged by suppliers (ie: Airlines, Cruise Companies, Hotels etc) this includes exchange rate fluctuations. Chris Watson Travel can not be held responsible for any supplier cancellation fees. Cancellation of trips due to weather or acts of god is beyond the control of Chris Watson Travel, Normal cancellation conditions apply in these circumstances. Travel insurance is highly recommended and advised.

Statement of Responsibilities

In all matters relating to travel, accommodation and other associated services, Chris Watson Travel Partners (hereafter called ‘the Company’) acts as a tour organizer for the Client who reserves and pays for such services and cannot be held liable for any person, firm or corporation who provides such services.The Company will take all reasonable care to ensure that the Client obtains travel, accommodation and other specified services and in making those arrangements does so as a convenience to the Client. However, the Company or its owners, staff or volunteers accepts no responsibility or liability for death, injury, sickness or accident & injury to any person or loss of or any damage to any property or otherwise, or any cancellation, delay, detention, irregularity, deviation, substitution arising out of or in connection with any accommodation, transportation, conveyance or any other services provided by hotels, restaurants, airlines, coach companies or any other services. The Company is under no obligation or liability to any person as a result of any inaccuracy, mis-description or changes to any Tour or itinerary or for the losses or additional expenses due to delays, strikes, war, quarantine, acts of God, improper documents, or any other cause. Neither the Company, not its servants’ agents or employees shall be or become liable or responsible for any additional expense or liability sustained or incurred by any tour member as a result of any of the foregoing causes.Prices quoted are subject to change without notice.Baggage and personal effects are at the passenger’s own risk at all times. Unused services cannot be exchanged or refunded.The Company reserves the right to cancel a tour or modify the itinerary in any way it thinks desirable or substitute services in any way, and further reserves the right to decline to accept or retain any person as a member of the Tour

Chris Watson Travel Complaints Handling Policy and Procedures

1. Objective of the policy

As a responsible travel agent we seek to maintain and enhance our reputation of providing you with high quality products and services.

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

  • You are aware of our complaint lodgement and handling processes,
  • Both you and our staff understand our complaints handling process,
  • Your complaint is investigated impartially with a balanced view of all information and evidence,
  • We take reasonable steps to actively protect your personal information
  • Your complaint is considered on its merits taking into account individual circumstances and needs.

2. Definition of a complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.

3. How a complaint can be made

If you are dissatisfied with a travel service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

  • By completing a feedback form on our website, www.chriswatsontravel.com.au
  • By telephoning us on 1300 552 032
  • By writing to us, P.O.Box 3222, West Tamworth NSW 2340
  • By emailing us, [email protected]
  • In person by speaking to any of our customer service staff.

If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.

Our complaints handling process is free of charge.

4. The information you will need to tell us

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

  • Your name and contact details,
  • The name of the person you have been dealing with about your travel service,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the compliant,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation which supports your complaint.

5. Help when making a complaint

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However if you consider you need further assistance please inform us of this at the time you are lodging your complaint.

6. Recording complaints

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.

If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.

Where a third party travel supplier such as a tour operator, was involved in your travel services, we may be required to speak with them to fully investigate your complaint.

7. Feedback to customers

We are committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.We will acknowledge receipt of your complaint within three (3) business days, and keep you informed of the progress of your complaint throughout our complaint resolution process.

We are committed to resolving your complaint within 10 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 10 business days, we will inform you of the reason for the delay and specify a date when we will be in a position tofinalise your complaint.

During the investigation of your complaint we may need to seek further clarification or documentation from you to assist us in resolving your complaint.

If we have sought clarification or documentation from you and we are waiting on you to provide this information, we may not be able to meet our 10 business day finalisation commitment. In such circumstances upon receipt of your clarification or documentation we will indicate to you when we expect to finalise your complaint.

Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally.

You have the right to make enquiries about the current status of your complaint at any time by contacting us.

8. Our six point complaint process

  • We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint.
  • We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete aninvestigation. We may need to contact you to clarify details or request additional information where necessary.
  • We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.
  • We respond – Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
  • We take action – where appropriate we amend our business practices or policies.
  • We record - we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

9. When you complain about one of our employees

If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.

We will also treat our staff member objectively by:

  • informing them of any complaint about their performance,
  • providing them with an opportunity to explain the circumstances,
  • providing them with appropriate support,
  • Updating them on the complaint investigation and the result.

10. Complaints under investigation by a regulator or law enforcement agency

If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalisation of their investigation.

We will assist any agency with their investigations.

11. Our complaint escalation process

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.

If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.

However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the Australian Federation of Travel Agents (AFTA), for external review under their AFTA Travel Accreditation Scheme (ATAS). Your rights under Australian Consumer Law

You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.