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  • Golden Compass email address is info@goldencompasstours.com.au
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  • Golden Compass New Zealand Freephone number 0800-132-385
  • 0800-132-385

Our Fair Trading Agreement sets out clearly and simply the responsibilities which we at Golden Compass Ltd have to you and which you in turn have to us when a contract is made between us. The contract is made when you submit a registration form and we accept it by dispatching written confirmation. When signing the Registration Form for your tour, you sign on behalf of yourself and all of your party, that you have read, understood and accepted this Fair Trading Agreement and the tour information provided. Your obligation is to pay the price of the tour and recognise your liabilities if you wish to alter the tour or have to make a cancellation. On our part we have obligations to provide you with the tour you have booked. Your contract is entered into with Golden Compass Ltd ("the Company").

Your Contract with us

 1. You pay a deposit - When you make your booking you must complete and sign a Registration Form, accepting on behalf of all your party the terms of this Fair Trading Agreement and pay a first deposit. Our deposit is Australian or New Zealand Dollars 500 per paying person or as stated on your option letter.

2. You pay the balance

a) An invoice for the balance due will be sent to the person signing the Booking Form at least 12 weeks before departure (or with the confirmation for bookings received less than 15 weeks before departure). The full amount outstanding must be received by the Company no later than 8 weeks before departure (or by return for bookings taken 9 or fewer weeks before departure).

b) If the Company does not receive the full amount outstanding on the balance invoice by the due date, the Company reserves the right, at its discretion, at any subsequent time before departure to cancel the booking, retain deposits paid and charge cancellation charges in accordance with the scale set out in paragraph 4.

c) After receipt of balance monies the Company will send your final travel documents about 3 weeks before your departure.

3. If you change your booking - If, after our confirmation has been issued you wish to change your tour or your departure date, we will do our utmost to make the changes, provided that notification is received at our offices from the person who signed the Registration Form at least 12 weeks before departure. This must be accompanied by a payment of AU/NZ$ 50 per paying person to cover our administration costs and you will be liable to any additional costs incurred. Any alteration by you within 12 weeks of departure will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out below.

4. If you cancel your booking - You, or any member of your party, may cancel your booking at any time provided that cancellation is made by the person signing the Booking Form, and is communicated to the Company in writing. As this incurs administrative costs we will retain your deposit and, in addition, apply cancellation charges up to the maximum amounts
shown below.

Period before departure within which written cancellation is received

Amount of cancellation charge shown as % of holiday price

More than 70 days deposit received
46-69 days 50% or deposit whichever is greater
45 – 30 days 75% or deposit whichever is dreater
Fewer than 30 days 100%

Any name changes after the balance due date will be treated as a cancellation and new booking. Note you may be able to reclaim these charges if the reason for cancellation is covered under the terms of your holiday insurance.

5. If you have a complaint - Should you have a complaint, you should inform us, our agent or representative immediately so that we are given the opportunity to remedy the situation whilst you are still on tour. If it cannot be resolved locally you should inform the Company using the contact procedure which will have been advised to you with your travel documents. If you fail to follow this procedure we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem. The Company will do everything possible to help you. If the matter cannot be put right on the spot you must follow it up with a letter to the Company within 28 days of the date on which the tour ended. If

you fail to notify us in accordance with this clause, we regret we cannot accept any liability. The Company normally expects to agree an amicable settlement of the few complaints received.

6. Statutory authorities - Company literature is issued subject to applicable Acts of Parliament and Government Regulations and the Company reserves the right to modify itineraries to conform with requests from competent authorities in the United Kingdom and any other sovereign state through which the tour runs.

7. Conditions of carriage - When you travel with a carrier (by air, land, or sea) the conditions of carriage of the carrier providing the transport apply and are subject to National and International conditions which may limit or exclude liability.

8. Other items – The person signing the registration form accepts responsibility for the good conduct of all participants during the holiday, and if in the opinion of the accommodation owner, manager, a member of staff, coach driver or an airline pilot, any participant is thought to be unfit to travel, or likely to cause distress to other passengers or should any-one be refused admission to the coach, ferry flight or destination country by the transport or government authority, then the Company is authorised to terminate the booking and require the participant to leave the accommodation or mode of transport. This includes any passenger who fails to advise us of any medical condition or disability. If you are prevented from travelling as a result, our responsibility for your holiday thereupon ceases. Full cancellation charges will apply and we will be under no obligation whatsoever for any refund, compensation or loss you may incur.

Our promise to you

 1. We reserve your tour - After we have provisionally confirmed that we have available space on the tour of your choice, a written confirmation will be forwarded to you normally within 1 week of receipt of your signed Registration Form and the Contract is made between us when we dispatch this written confirmation. You must check the details on the Confirmation carefully and raise any queries at once.

2. Our prices - The prices of our tours are subject to surcharges on: Government Action (for example, a change in the rate of Value Added Tax) and currency. Even in this case we will absorb an amount equivalent to 2.% of the holiday price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2.% will be surcharged. If this means paying more than 10% on the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within fourteen days from the issued date printed on the invoice. We publish for information the exchange rates as at 15 June 13 used in the pricing of our holidays: GBP1 = Euro 1.17, Switzerland 1.44, US$ 1.54, AU$1.66, NZ$1.99.

3. If we change your booking - The arrangements for tours are often made many months in advance and changes are sometimes unavoidable. We reserve the right to change the arrangements at any time. For the most part these changes will be minor. No compensation is payable in respect of force majeure or minor changes. Important Note: Compensation payments do not apply to changes caused by reason of war, or threat of war, riots, civil strife, terrorist activity, industrial disputes, natural and nuclear disasters, fire, technical problems to transport, closure or congestion of ports or airports, adverse weather conditions, government action, cancellation or changes by carriers or hoteliers ,"force majeure" and or Acts of God or any other events and circumstances beyond our control. Where a significant change is necessary we will notify you. A significant change is one that involves altering your departure date by more than 24 hours, resort area, reducing the quality of your hotel or a change of tour itinerary which involves a destination being completely eliminated from the advised itinerary. This does not apply to single overnight hotels on touring or part-touring holidays. In the event of a significant change after dispatch of the written confirmation of your booking you may decide (a) to continue with the holiday as altered by us or (b) to accept an alternate holiday which we may offer to you or (c) to cancel your holiday. If you choose (a) or (b) we will pay you compensation on the scale below. If you choose (c) we will refund all monies paid by you and compensate you as indicated below

Period before departure within which a significant change is notified to you

Compensation per paying person

More than 42 days Nil
28-41 days $20
15-27 days $30
14 days or less $50

4. If we cancel your booking - We reserve the right in any circumstances to cancel your tour. However, in no case will we cancel your tour less than 8 weeks before the scheduled departure date except for reasons of force majeure/Act of God, the reasons stated in point 3 above, or failure on your part to pay the final balance. In other circumstances where we are unable to provide the tour booked we will return to you all monies paid or offer you an alternative tour of comparable standard and if a cancellation occurs within 8 weeks of departure, compensation on a similar scale to that shown in "if we change your booking" above.

5. What happens to complaints - We undertake to acknowledge any written complaint within 14 days of receipt and to write to you in full within 28 days or to explain any delay. In any event, you will receive a full reply within 56 days.

6. Our responsibility to you - We accept responsibility if you or any person named on the booking form suffers bodily injury, illness or death due to the negligent acts and or omissions of our employees or agents or our suppliers or sub-contractors, servants, or agents whilst acting within the scope or in the course of their employment to provide any service or arrangement forming part of the holiday that you have booked with us save that we do not accept responsibility for any air or sea carriers performing any domestic, internal or international carriage of whatsoever kind. We shall not be responsible or accept liability for death, bodily injury or illness caused to the signatory to this agreement and/or any other named person on the Booking Form, unless caused by the negligent acts and/or omissions of our employees or agents.
It is however part of this agreement that you will assign to the Company by way of subrogation any rights which you may have to claim against any supplier or other party and co-operate with us fully if we wish to enforce these rights. However, should you or any member of your party have the misfortune to suffer illness, injury or death during the period of the tour arising out of an activity which does not form part of the arrangements made by us we shall, where appropriate give you every help that we can by way of initial assistance up to a maximum value of $5,000 per Registration Form
We would draw your attention to the following circumstances which fall outside our direct control and where we are not prepared to accept liability. Please remember that some amenities (e.g. hotel lifts, swimming pools etc) require servicing and cleaning and may, therefore, not be available at all times. Some services are also affected by weather conditions (e.g. availability of outdoor swimming pools, chair lifts etc) and their availability is at the discretion of the provider of the service. Entertainment (particularly live entertainment) provided by hotels is frequently subject to demand and its nature and frequency may be varied if there is a lack of demand or insufficient numbers in the hotels.

Conditions

This contract is made on the terms of this agreement which is governed by English Law, and the English Courts shall have sole jurisdiction. All bookings are accepted by Golden Compass Limited subject to these conditions and any other conditions, by-laws and regulations at any time imposed by other companies in respect of the transport, accommodation and all other aspects of the holiday.

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