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 processes refunds in accordance with the Australian Consumer Protection legislation.

We provide a refund in the following manner:

1. Refund policies vary from tour operator to tour operator and we will adhere to the policies defined by them - please read individual tour operator refund policy to claim refunds.

2. 100% refund if the activity or service is cancelled for any reason by the Advertiser, including due to weather, equipment failure or otherwise.

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. 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 dependant 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.