Part 1: Fastbook Holidays – Website Terms of Use & General Conditions

(Incorporating Fastbook Cruise and Fastbook Holidays Tripbuilder)
Operated by Specialist Travel Pty Ltd | ABN 51 124 827 096  | A wholly owned subsidiary of House of Travel
Governing Law: New South Wales, Australia

  1. Ownership and Operation

The Fastbook Holidays website is owned and operated by Specialist Travel Pty Ltd, trading as Fastbook Holidays, a wholly owned subsidiary of House of Travel.

References in these Terms and Conditions to “Fastbook Holidays”, “we”, or “us” are references to Specialist Travel Pty Ltd trading as Fastbook Holidays.

Definition of Travel Advisor

For the purposes of these Terms and Conditions, “Travel Advisor” refers to an individual who is authorised to access and use the Fastbook Holidays platforms (including Fastbook Cruise and Fastbook TripBuilder) on behalf of a Booking Travel Agency. The Booking Travel Agency—also referred to in some instances as a Travel Intermediary or Travel Consultant—enters into travel arrangements with Fastbook Holidays on behalf of their end clients.

All actions undertaken by the Travel Advisor through the Fastbook Holidays platforms are deemed to be undertaken on behalf of their respective Booking Travel Agency and its clients. The Travel Advisor is responsible for ensuring that all booking details, customer communications, and contractual obligations are fulfilled in accordance with the terms set out herein.

Fastbook Holidays operates two platforms:

  • Fastbook Holidays Tripbuilder – providing land-based travel itineraries and content.
  • Fastbook Cruise (PA5) – the cruise booking platform of Fastbook Holidays

  1. Acceptance of Terms

Your use of the services, information, text, graphics, and materials provided via this website (referred to as “the Material”) is subject to:

Each time you access and use this website, you agree to be bound by the Terms and Conditions in effect at that time. 

Additional terms and conditions may apply to certain products or services displayed or booked through this website, including those supplied via third-party integrations or APIs. Where applicable, such terms form part of your agreement with us.


  1. Bookings and Representation
  • All Fastbook Holidays bookings are made on behalf of passengers by registered Travel Advisors.
  • The Travel Advisor making the booking is deemed to have accepted these Terms and Conditions on behalf of all named travellers.
  • Bookings may only be made for bona fide travel arrangements. Fastbook Holidays reserves the right to cancel any bookings that appear to be speculative, test, or held without genuine intent.

  1. Limitation of Liability

By using Fastbook Holidays to make travel arrangements, you acknowledge and accept that:

Fastbook Holidays acts solely as a booking intermediary and not as the principal. We facilitate arrangements with cruise lines, hotels, transport providers, and other third-party suppliers on behalf of Travel Advisors and their clients. As such:

  • We are not liable for injury, damage, loss, accident, delay, or irregularity to person or property caused by any act or omission of third-party providers.
  • We are not responsible for delays, disruptions, or non-performance caused by illness, theft, labour disputes, mechanical failures, government restrictions, weather conditions, pandemics, acts of terrorism or war, transport defects, force majeure, or any other circumstances beyond our control.
  • We reserve the right to cancel, amend, or substitute services, and to decline or remove any passenger from a booking where necessary for operational, safety, behavioural, or policy reasons, including (but not limited to) where minimum participant numbers are not met.

All travel documentation, itineraries, and vouchers are issued subject to the terms and conditions of Fastbook Holidays and the relevant third-party suppliers.


  1. Intellectual Property and Copyright
  • All content on any Fastbook Holidays site, including but not limited to text, images, software, and layout, is the property of Specialist Travel Pty Ltd trading as Fastbook Holidays, unless otherwise stated.
  • In some cases, certain content (such as text, images, or software) may be provided by third-party suppliers. Where this occurs, the intellectual property rights in that content remain with the original owner or licensor.
  • Users must not assume that they have any rights to use, reproduce, distribute, or modify any such third-party content. Use of such content is strictly prohibited without the prior express written permission of the relevant rights holder.

 

  1. Travel Advisor Access and Restrictions
  • Access to Fastbook Holidays systems (including Fastbook Holidays Tripbuilder and Fastbook Cruise) is available only to registered Travel Advisors.
  • No software, credentials, or access to any Fastbook Holidays platform may be transferred or shared with third parties without our written consent.
  • Access will be revoked immediately upon a Travel Advisor ceasing to be part of the business or affiliated network.

  1. Links to Third Party Websites

Fastbook Holidays Tripbuilder may contain links to websites operated by third parties. Fastbook Holidays:

  • Does not sponsor, endorse, or control these websites.
  • Does not guarantee the accuracy, reliability, or suitability of content or services provided on third-party websites.
  • Accepts no liability for any loss or damage arising from use of linked third-party websites.

  1. Travel Advisor Responsibilities

As Fastbook Holidays operates solely as a B2B platform, the Travel Advisor is fully responsible for managing the customer relationship, including all communications, disclosures, documentation, and customer-facing obligations.

  • Travel Advisors must read and understand all booking documentation.
  • Travel Advisors are responsible for ensuring passengers are aware of and agree to all applicable Terms and Conditions.
  • Travel Advisors are responsible for verifying hotel information before finalising a booking. Fastbook Holidays is not liable for errors or omissions in hotel descriptions or reports. We recommend checking the hotel’s official website for the most up-to-date information.
  • Fastbook Holidays is not liable for losses, fees, or third-party claims arising from incorrect or incomplete booking details entered by the Travel Advisor.
  • Fastbook Holidays’ system procedures and user documentation form part of these Terms and Conditions. Travel Advisors are responsible for understanding these materials and for ensuring customers are informed of any relevant requirements. 
  • Fastbook Holidays does not engage directly with end customers. Any enquiries received will be referred back to the Travel Advisor responsible for the booking.
  • The Travel Advisor is responsible for the payment of all bookings made through the Fastbook Holidays platform.
  • Most hotels require a valid credit card or cash deposit on check-in. It is the Travel Advisor’s responsibility to advise the customer of this requirement.

  1. Contract

A reservation request constitutes an offer to enter into a formal and legally binding contract. This contract is deemed accepted by Fastbook Holidays upon issuance of a booking confirmation. All bookings are subject to the Terms and Conditions outlined in this document. These booking conditions are subject in all respects to the laws of the State of New South Wales, Australia.


  1. Confidentiality

You must not disclose Fastbook Holidays’ net rates or any related information, including these Terms and Conditions, to any person who is not a registered Travel Advisor or employee of your agency. Breach of this condition may result in the cancellation of all reservations and immediate termination of access without notice.

The unauthorised use of the Fastbook Holidays name, logo, or any associated branding or symbols is strictly prohibited under all circumstances.


  1. Force Majeure

Fastbook Holidays shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to: acts of God, natural disasters, pandemics, fire, flood, severe weather, war, terrorism, riots, labour disputes, government actions, technical failures, civil unrest, or other force majeure events.

In such circumstances, Fastbook Holidays will use reasonable efforts to assist in rebooking, credit arrangements, or refunds where permitted by the third-party supplier. However, all such assistance remains subject to the terms and conditions of the relevant supplier, and Fastbook Holidays offers no guarantee of outcome.

Fastbook Holidays is not liable for any losses, costs, or damages resulting from delays, changes, or cancellations due to force majeure events.


  1. Liability

Fastbook Holidays acts solely as a booking intermediary for cruise lines, hotels, transport providers, and other third-party suppliers. Fastbook Holidays is not responsible for any personal injury, illness, property damage, financial loss, or expense incurred by the client, whether directly or indirectly, as a result of the actions or omissions of any third party. 

Any additional content or services added to a confirmed booking are subject to the same Terms and Conditions agreed to at the time of the original booking. However, additional supplier conditions may apply to the added content or services. Fastbook Holidays is not liable for any errors or omissions in such additions or amendments. It is the Travel Advisor’s responsibility to ensure all booking details are accurate and that any applicable supplier terms, including any new or amended conditions, are reviewed and communicated to the client.


  1. Payment

Payment methods available for bookings made via Fastbook Holidays may include agency invoice (EFT, MintEFT) and credit card.

All land and cruise content is payable to Fastbook Holidays. Travel Advisors are responsible for ensuring that payment is made in accordance with the instructions provided at the time of booking.

Full payment terms and remittance details will be displayed on the payment screen and/or the booking invoice.

Fastbook Holidays accepts no liability for any loss incurred as a result of a travel advisor failing to adhere to the applicable booking terms and conditions. Non-adherence may result in the booking being cancelled and the loss of up to 100% of the total booking cost.


  1. Termination of Travel Advisor Access

Fastbook Holidays may terminate a travel advisor’s access to the platform at any time, with or without cause, by providing written notice. Termination may take effect immediately or after a notice period, at Fastbook Holidays’ discretion.

Fastbook Holidays also reserves the right to suspend or revoke access without notice in the event of a breach of these Terms and Conditions, misuse of the system, unauthorised disclosure of confidential information, or conduct that may harm Fastbook Holidays or its suppliers.

Upon termination:

  • Travel Advisor access to the Fastbook Holidays platform will be deactivated.
  • Any bookings confirmed prior to termination will remain valid and subject to the original Terms and Conditions.
  • The Travel Advisor remains responsible for any outstanding payments or obligations in relation to bookings made prior to termination. Following termination, Fastbook Holidays will provide reasonable assistance in facilitating the management or settlement of existing bookings, where required.
  • In the event that a travel advisor departs the Booking Travel Agency prior to the completion of any confirmed bookings, they are required to nominate an alternate advisor to assume responsibility for managing all existing clients. This includes bookings yet to depart as well as clients already travelling but not yet returned. The nominated advisor must ensure continuity of service, address any outstanding requirements or payments, and manage any customer needs or complaints received during or after travel. Fastbook Holidays accepts no responsibility for any gaps in service or communication resulting from the advisor’s departure.

  1. Travel Insurance
  • It is strongly recommended that all clients obtain comprehensive travel insurance at the time of booking.
  • Travel Advisors should inform clients that standard travel insurance policies may not include cruise-specific cover or cancellation cover, and these may need to be purchased as optional extras.
  • Clients must also be advised to disclose all pre-existing medical conditions to their insurer to ensure that the policy remains valid.
  • Fastbook Cruise accepts no responsibility for any loss, disruption, denied boarding, cancellation, or expenses incurred as a result of a client’s failure to obtain appropriate insurance or to disclose relevant medical information to their insurer.

  1. Privacy Policy 

Fastbook Holidays is committed to protecting personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

By using the Fastbook platform, Travel Advisors acknowledge and agree that personal information may be collected, used, stored, and disclosed as necessary to facilitate travel bookings and related services. This may include the transfer of data to third-party suppliers, service providers, or ground operators, including those located outside Australia.

Travel Advisors are responsible for ensuring that any client data entered into the Fastbook platform is accurate and provided with the client’s consent, in accordance with applicable privacy laws.

For more detailed information on how Fastbook Holidays manages personal information, please refer to our Privacy Policy available on the Fastbook Holidays website or upon request.


  1. Amendment to Terms

No variation to these Terms and Conditions will be valid unless expressly agreed to in writing by Fastbook Holidays. Fastbook Holidays reserves the right to update or amend these Terms and Conditions at any time, with the updated version applying from the date of publication on the Fastbook Holidays website.

END OF PART 1


Part 2: Fastbook Cruise – Additional Terms and Conditions

The following terms and conditions apply specifically to bookings made via the Fastbook Cruise platform. These are supplementary to the General Terms and Conditions outlined in Part 1 of this document. In the event of any inconsistency between the terms, the provisions of this section shall apply to all Fastbook Cruise bookings, subject to the following:
• Where the matter concerns cruise line-specific policies, including but not limited to cancellation terms, health and safety requirements, or itinerary changes, the cruise line’s terms and conditions shall take precedence.
• In all other cases, including but not limited to errors, omissions, or disputes arising from the Fastbook Holidays platform, booking process, or commercial arrangements, the Fastbook Holidays Terms and Conditions shall prevail.

  1. Booking Policy and Procedures

Booking Processes

Bookings can be made online via PA5, accessible only with your personal login. The platform facilitates cruise bookings with immediate confirmations for contracted partners, including:

  • Ocean cruising (including Cruise/Tour combination operated by cruise line)
  • Expedition cruising
  • River cruising 


Support

For assistance with bookings or technical support for the Fastbook Cruise platform, please log in and refer to the contact details provided on the platform.

 

  1. Passenger Information
    • All traveller names must be provided exactly as per passport, including date of birth, at the time of booking.
  • Failure to provide accurate or complete passenger information may result in amendment or change fees imposed by the cruise line. The Travel Advisor is responsible for ensuring all information submitted during the booking process is correct, including details provided by the client. Any such fees will be the responsibility of the Travel Advisor.

Residency based Cruise Line Restrictions
Certain cruise lines may impose region-specific terms, pricing structures, or booking restrictions based on the passenger’s country of residence. Where the guest is not ordinarily resident in Australia, it is the responsibility of the Travel Advisor to confirm with the relevant cruise line whether any such residency-based conditions apply before finalising the booking. Fastbook Cruise accepts no liability for fare discrepancies, denied bookings, documentation issues, or travel disruptions resulting from a failure to comply with cruise line residency requirements.

 

  1. Special Requests

The Fastbook Cruise platform does not support the entry of special requests.

 

Any special requests must be communicated directly to the Fastbook Cruise Reservations Team via phone or email at the time of booking. This includes, but is not limited to:
 • Mobility or medical assistance
 • Dietary requirements
 • Bedding preferences
 • Celebration requests
 • Accessibility needs

 

The Travel Advisor is responsible for providing the client’s loyalty program membership details, if applicable, at the time of booking. It is also the Travel Advisor’s responsibility to confirm directly with the cruise line whether loyalty benefits—such as past passenger discounts, priority boarding, or onboard perks—will be applied to the booking. Eligibility for and the application of loyalty benefits is solely at the discretion of the cruise line and subject to its program terms. Fastbook Cruise accepts no responsibility for the fulfilment or denial of such benefits.


  1. Promotional Fares & Additional Charges
  • Cruise lines may offer promotional fares with varying inclusions, availability windows, and conditions.
  • It is the Travel Advisor’s responsibility to select the appropriate fare, understand the applicable fare conditions, and clearly communicate all relevant fare inclusions, exclusions, and conditions to the client.
  • All bookings are subject to both Fastbook Cruise’s and the relevant cruise line’s terms and conditions.
  • Any items or services not expressly included in the selected cruise fare—including but not limited to gratuities, alcoholic and non-alcoholic beverages, shore excursions, internet access, laundry, spa services, and specialty dining—will be charged separately by the cruise line. These additional costs are the responsibility of the passenger and are governed by the cruise line’s onboard policies.

  1. Minimum Age Requirements
  • Most cruise lines require at least one guest per cabin to be 21 years of age or older when cruising internationally.
  • Guests under the age of 21 must be accompanied by a responsible adult.
  • The Travel Advisor must inform Fastbook Cruise at the time of booking if a minor will be travelling.
  • The Travel Advisor is responsible for ensuring that all minor travellers carry the required documentation as determined by the cruise line and/or destination country. This may include, but is not limited to, parental consent letters, legal guardianship documents, or notarised permission forms, particularly where a minor is travelling without one or both legal parents or guardians.
  • Failure to comply with these requirements may result in denied boarding. Fastbook Cruise accepts no liability for costs, disruptions, or losses incurred as a result.

  1. Passenger Eligibility, Payment Terms and Documentation

Pregnant Travellers

    • Cruise lines have specific policies regarding travel during pregnancy, including restrictions based on gestational age. These policies vary between cruise lines but typically prohibit travel beyond a certain point in pregnancy (commonly 24 weeks), even with medical clearance.
    • It is the Travel Advisor’s responsibility to check the applicable cruise line’s policy and communicate any relevant restrictions to the client before confirming the booking.
    •  If a client becomes pregnant after booking but prior to travel, the Travel Advisor must inform Fastbook Cruise immediately so eligibility can be reviewed with the cruise line. If a client becomes pregnant during travel, it is the client’s responsibility to notify the cruise line directly and comply with any medical or eligibility requirements that may apply.
    • Fastbook Cruise relies on the Travel Advisor to obtain all relevant personal and medical information from the client. If a client fails to disclose a pregnancy or any other condition that may affect travel eligibility, Fastbook Cruise accepts no liability for denied boarding, cancellation, or travel disruption resulting from such non-disclosure.
  • Fastbook Cruise will not be responsible for any costs, penalties, or losses arising from the client’s ineligibility to travel due to pregnancy-related restrictions.

 

Payment Terms

The following payment conditions reflect the terms applied by the cruise line or third-party supplier, as facilitated through Fastbook Cruise. These conditions vary depending on the selected promotional fare and may include:

 • Non-refundable deposits
 • Partial or full payment at time of booking
 • Stricter cancellation terms
 • Limited flexibility for changes

It is the Travel Advisor’s responsibility to review the payment conditions of the chosen fare and ensure these are clearly communicated to the client.

 

Deposit

  • A non-refundable deposit is required by the due date shown on the invoice to secure the booking. Failure to make payment by the deadline may result in automatic cancellation and release of the booking by the cruise line.

Balance

  • Full payment is due by the date displayed on the invoice. Late payments may result in automatic cancellation by the cruise line or Fastbook Cruise and may incur cancellation penalties under the applicable fare rules.

    Note: Travel Advisors may maintain their own terms and conditions with clients subject to Australian Consumer Laws. However, all bookings made through Fastbook Cruise are subject to the deposit and balance payment terms stipulated under the Fastbook Cruise Terms and Conditions. These payment terms are determined with reference to the conditions imposed by the relevant cruise line or third-party supplier and may include earlier deadlines to ensure compliance with supplier requirements.

Travel Documentation

  • Most cruise lines require guests to carry a passport valid for at least six months beyond the end of the cruise. In many cases, countries also require this validity on arrival, regardless of whether the guest disembarks.
  • The Travel Advisor is responsible for:  
  • Verifying the passport, visa, vaccination, and entry requirements for each destination.
  • Informing the client of any relevant documentation or health requirements. 
  • Ensuring compliance with all applicable cruise line and government travel regulations.

Fastbook Cruise accepts no liability for denied boarding, missed embarkation, or any travel disruptions resulting from failure to meet these requirements.


  1. Rates
  • All prices are quoted and booked in Australian Dollars (AUD).
  • Prices are subject to change and may fluctuate based on availability, demand, supplier-imposed surcharges, and other external factors. Once a booking is confirmed and the deposit received, the rate is generally guaranteed; however, additional surcharges imposed by third-party suppliers may still apply. Refer to individual cruise line terms and conditions for details on price finality.
  • Rates are not guaranteed until a booking is confirmed, and the deposit payment has been received. 
  • Where cruise lines provide pricing in foreign currencies (e.g. USD), these are converted into AUD using the prevailing exchange rate at the time of booking.
  • Once the deposit is paid, the AUD rate calculated from the exchange rate is locked and will not be adjusted, even if currency exchange rates fluctuate before final payment.

  1. Confirmation
  • It is the Travel Advisor’s responsibility to provide clients with the Fastbook Cruise itinerary and to ensure that all relevant details — including departure and arrival times, port stops, pricing, and any special requests — are accurately communicated based on the information available at the time of confirmation.
  • Fastbook Cruise accepts no responsibility for changes made by the cruise line that are not communicated to Fastbook Cruise or the Travel Advisor.
  • With new travel and health protocols in place for many destinations, all cruise guests are now required to complete the cruise line’s online check-in process.
  • The Travel Advisor is responsible for advising their clients to complete the cruise line’s online check-in process as soon as the deposit is paid, to ensure the client receives all necessary pre-departure information.
  • Some cruise lines manage this process via a mobile app, which may also be used by guests to book onboard services such as shore excursions, specialty dining, and spa treatments.
  • It is the responsibility of the client to monitor and respond to any direct communications from the cruise line relating to onboard pre-purchased services (such as shore excursions, specialty dining, and spa treatments) once online check-in has been completed.

  1. Commission
  • PA5 displays gross pricing to the Travel Advisor at the time of quoting and booking.
  • Once booked, an invoice will be issued reflecting the net amount payable, after the applicable commission has been deducted.
  • Fastbook Cruise reserves the right to review and adjust the commission structure at its discretion, typically on an annual basis.
  • Any changes to commission rates will not affect bookings already confirmed prior to the effective date of the adjustment.

  1. Cancellations and Amendments
  • If a booking component needs to be cancelled or amended, the Travel Advisor must notify the Fastbook Cruise Reservations Team by email or phone.
  • Any applicable fees or penalties will be determined by the cruise line or third-party supplier, based on the promotional fare type and the timing of the cancellation or change.
  • Fastbook Cruise does not impose any additional fees for facilitating cancellations or amendments but will process them in accordance with the supplier’s terms and conditions.

  1. Child Discount
    The correct ages of children at the time of sailing must be entered at the time of booking. Fastbook Cruise will apply any applicable child discounts based on the child’s age at the time of sailing. Fastbook Cruise accepts no responsibility for fare discrepancies resulting from incorrect age details entered at the time of booking or for any errors in discount application provided by the cruise line.

  1. Price Matching
    Fastbook Cruise may consider price matching requests where the Travel Advisor identifies a lower fare for the same cruise, category, inclusions, and terms through an alternative supplier. To be eligible for review, the Travel Advisor must submit a complete, verified quote for the cruise component only.

Price matching is not guaranteed and will not apply where the alternative fare is linked to exclusive promotions, group pricing, restricted fares, or campaign-specific rates. Fastbook Cruise reserves the right to assess the request and determine eligibility at its discretion.


  1. Complaints

Where a concern relates directly to the cruise line, the Travel Advisor must contact the cruise line’s after-sales customer service department to lodge the complaint. All complaints must include the relevant booking reference and any supporting documentation.

For feedback regarding the PA5 platform or the service provided by the Fastbook Cruise team, Travel Advisors can refer to our Complaints Handling Policy for information on how to submit feedback or lodge a complaint.

END OF PART  2


Part 3: Fastbook TripBuilder – Additional Terms and Conditions

  1. Access & Bookings

All bookings must be made online via Fastbook TripBuilder using your personal login credentials. Access is granted for individual use only and logins are non-transferable.

Fastbook TripBuilder provides immediate confirmations through direct allotments with contracted hotels and other land suppliers.

  1. Payment Terms

Full payment is required by the due date shown at the time of booking and as displayed on the invoice. Late payment may result in automatic cancellation without notice.

Bookings that include Specials are subject to strict payment deadlines. Failure to pay within the specified timeframe will result in the rate reverting to the standard price and may be subject to currency fluctuations. Instant Purchase items require immediate payment at the time of booking. These bookings cannot be held or confirmed without payment.

Please note: For all booking types made via TripBuilder, availability and pricing are secured at the time of booking. Prices will not change regardless of payment status, unless the Travel Advisor makes an amendment or cancellation.

  1. Support

    For assistance with bookings or technical support for the Fastbook TripBuilder platform, please log in and refer to the contact details provided on the platform.
  2. Special Requests

All special requests (e.g. bedding, views, interconnecting rooms, early check-in, late check out) must be submitted directly to the hotel. Fastbook Holidays and Fastbook TripBuilder are unable to pass on special requests on behalf of the Travel Advisor.

Travel Advisors are responsible for contacting the hotel directly for any enquiries or requests related to the client’s loyalty program, including the addition of loyalty membership details. TripBuilder does not support the entry or transmission of loyalty program numbers. Not all hotel loyalty programs recognise or apply benefits to bookings made via third-party platforms, and many only honour such benefits for bookings made directly with the hotel. The acceptance and fulfilment of special requests and loyalty benefits remain solely at the discretion of the hotel and are not guaranteed by Fastbook Holidays.

  1. Guest Details & Duplicate Bookings

Full and accurate client names are required for each room. Fastbook TripBuilder does not accept bookings with names marked as “TBA” or similar placeholders. All mandatory information, including valid contact details (such as email address and telephone number), must be provided when the booking is made. Bookings submitted with false information or placeholder details are not permitted and may incur full cancellation charges. The travel advisor, acting on behalf of the customer, accepts responsibility for the accuracy of all booking information and agrees to indemnify Fastbook Holidays against any charges resulting from such submissions.

If multiple bookings are submitted for the same client or room type—intentionally or otherwise—it is the Travel Advisor’s responsibility to cancel any duplicates. Any bookings left confirmed will be treated as valid, and the Travel Advisor will be liable for any associated charges.

  1. Rates & Pricing Conditions

Hotel rates are subject to availability and may vary based on the number of guests occupying the room. Quoted rates are not guaranteed unless confirmed at the time of booking. Fastbook Holidays cannot guarantee that a previously viewed or quoted rate will still be available at a later time.

Some hotels use dynamic pricing, with rates that fluctuate daily. Fastbook Holidays does not offer refunds or price adjustments in the event that a lower rate is advertised by the hotel at a later date, irrespective of whether the booking has been paid in full.

Resort fees and city taxes may not be included in the confirmed rate. Where Fastbook Holidays is made aware of such charges, all reasonable efforts will be made to pass this information on at the time of booking. Unless otherwise stated in writing, these fees and taxes are payable directly to the hotel in the local currency.

Where guest ages are required at the time of booking (e.g. for child pricing or occupancy rules), it is the Travel Advisor’s responsibility to ensure all age details are entered correctly. Fastbook Holidays accepts no responsibility for pricing discrepancies resulting from incorrect age information provided at the time of booking.

All bookings are converted into Australian Dollars (AUD) using current exchange rates. In the event of currency fluctuations, pricing will remain fixed once the booking is made, regardless of whether payment has been received. Pricing will only change if the booking is amended or cancelled. Fastbook Holidays will notify you if your booking is impacted by such changes.

  1. Child Pricing & Room Occupancy

Child pricing, supplements, and age eligibility vary by hotel and are subject to each property’s individual policies. Rates may depend on the number of guests in the room, bedding configuration, and whether a child uses existing bedding or requires an additional bed.

Where a child rate or supplement is offered, it is only valid when the child’s age is correctly entered at the time of booking. If age details are omitted or incorrect, the booking may be charged at the applicable adult rate.

Some hotels may allow children to stay free of charge when sharing with one or more adults, while others may charge a partial or full adult rate. Where additional bedding is required (e.g. rollaway or sofa bed), a supplement may apply. Travel Advisors are responsible for checking the hotel’s child and room occupancy policies at the time of booking and ensuring the appropriate room type is selected.

Requests for cots or cribs are subject to availability and individual hotel policy. These may incur additional charges and should be arranged directly with the hotel unless otherwise stated.

  1. Travel Documentation & Hotel Check in

It is the Travel Advisor’s responsibility to ensure that guests are provided with a valid Fastbook Holidays service itinerary prior to travel. The itinerary must clearly display the booking reference number and specify that the accommodation charges (with or without breakfast) are payable by Fastbook Holidays, or by another nominated ground operator where applicable.

Some hotels may deny check-in if the guest fails to present a valid itinerary. In such cases, guests may be charged directly at the hotel’s prevailing rate. Fastbook Holidays accepts no liability for additional charges incurred due to failure to present proper documentation at check-in.

Where a booking includes multiple rooms under different guest names, all names must appear on the itinerary. Generic references such as “TBA,” “X & Party,” or placeholders are not permitted. Where guests are arriving at different times, each guest must be in possession of their own copy of the itinerary.

Fastbook Holidays does not cover personal expenses or incidental charges incurred during the guest’s stay. All such charges must be settled directly with the hotel prior to departure.

  1. Cancellations & Amendments

Amendments must be submitted via the Fastbook Holidays Support Team and are processed as a cancel and rebook transaction. A new confirmation number will be issued for the amended component, referencing the original itinerary and booking number. Please note that the original rate and availability are not guaranteed when rebooking; the revised booking will be subject to the rates and conditions available at the time the amendment is processed. To request an amendment, please contact the Support Team using the contact details provided on the platform.

Where additional nights are required, the entire booking may need to be cancelled and rebooked at a new rate, or the additional nights may be booked separately without altering the original reservation. Rates for additional nights are subject to availability and may differ from the original booking. Fastbook Holidays accepts no responsibility for issues arising from additional nights booked separately, including discrepancies in pricing, room allocations, or supplier recognition.

The Travel Advisor is responsible for providing the applicable cancellation policy to the customer at the time of quote and booking. If a cancellation request is received after full payment and documentation has been issued, supplier cancellation fees may apply. These fees are displayed at the time of booking, within each booking item, and on the booking summary. Fastbook Holidays does not charge additional cancellation or amendment fees.

Certain suppliers may impose longer cancellation notice periods. These requirements will be shown in the booking summary or communicated separately by email. Each supplier within a booking may have its own cancellation terms and deadlines. Travel Advisors must review and manage all applicable conditions, as multiple cancellation deadlines may apply. These requirements will be shown in the booking summary or communicated separately by email.

Bookings marked as Instant Purchase are strictly non-refundable and non-changeable. Where a booking is flagged as non-refundable, this indicates that the cancellation deadline has already passed, and full charges will apply for any cancellation or amendment request.

If a booking is not cancelled prior to the stated cancellation deadline, the Travel Advisor is liable for the full cancellation charges as outlined in the booking summary. Fastbook Holidays reserves the right to recover all losses, costs, damages, charges, and expenses incurred as a result of the cancellation, regardless of the reason.

  1. Expedia Bookings

Fastbook Holidays provides access to certain Expedia rates via Fastbook TripBuilder. These rates may be classified as either Standard or Package Rates and are displayed as regular hotel options in TripBuilder with the code EAN.

It is the Travel Advisor’s responsibility to check all rate details prior to booking, including applicable cancellation conditions and amendment fees. Expedia rates, particularly lower-priced options, may carry stricter restrictions, and it is essential that the Travel Advisor understands how these may impact the client’s booking.

All Expedia bookings in Fastbook TripBuilder are instant purchase and subject to immediate payment. Cancellation or amendment fees may be charged directly by Expedia and are outside the control of Fastbook Holidays.

Where Package Rates are selected, Travel Advisors will be presented with a warning message within Fastbook TripBuilder indicating that these rates must be booked in conjunction with airfares. It is the responsibility of the Travel Advisor to ensure compliance with packaging requirements. Travel Advisors will be required to acknowledge this condition by ticking a checkbox before proceeding. Failure to do so may result in the rate being invalid or additional charges being applied by the supplier.

  1. Commission

TripBuilder currently displays net costs only. A future enhancement is in development that will allow Travel Advisors to view both net and indicative gross pricing as a guide for customer-facing quotes. This indicative gross pricing will be visible to Travel Advisors only and is not automatically applied or displayed to clients within the platform.

Where the Travel Advisor selects Agency Invoice as the payment method on TripBuilder, a confirmation will be sent via email following the booking. Fastbook Holidays will then issue an invoice reflecting the total net cost.

Fastbook Holidays reserves the right to review and amend the commission percentage on an annual basis.

  1. Transfers

Passengers are permitted one standard piece of luggage (maximum 23kg) and one piece of hand luggage per person. If passengers are travelling with additional luggage, it is the Travel Advisor’s responsibility to advise the supplier in advance. Failure to do so may result in the allocation of a smaller vehicle, and any charges incurred for vehicle upgrades will be the responsibility of the Travel Advisor or client.

Additional charges imposed by suppliers due to delays caused by the passenger (e.g. late arrival or no-show) will be passed on in full and must be settled accordingly.

For services commencing at airports, stations, or ports, passengers must be present at the designated meeting point, as stated on their travel voucher, at least 5 minutes prior to the scheduled pick-up time. For transfers departing from accommodation, passengers must be at the designated pick-up point at least 15 minutes before the confirmed transfer time. It is the responsibility of the travel advisor and/or customer to ensure adequate time is allowed for travel to the departure point, taking into account potential delays or local conditions.

Drivers may have a specified maximum waiting time, after which they are permitted to depart. Fastbook Holidays is not liable for any missed services or onward travel disruptions resulting from passengers failing to meet the confirmed pick-up time. The travel advisor, on behalf of the customer, agrees to indemnify Fastbook Holidays against any losses, claims, or additional costs arising from non-adherence to these conditions

Fastbook Holidays accepts no liability for missed services, delays, or additional costs incurred due to late flight arrivals, traffic conditions, changes made by the transfer provider, or any other unforeseen circumstances beyond its control. The traveller is expected to present themselves at the designated meeting point stated in their travel documentation unless they have been advised otherwise.

Where any party involved in the booking — including the traveller, travel advisor, or transfer provider — becomes aware of a change to the agreed transfer arrangements, it is their responsibility to ensure the information is communicated promptly to all relevant parties, including Fastbook Holidays, to allow appropriate action to be taken. Fastbook Holidays is not responsible for missed services where changes are not relayed in a timely manner.

Shuttle transfers operate within fixed hours, generally between 7:00am and 8:00pm. Fastbook Holidays is not liable for bookings made outside these operating hours. Where Fastbook Holidays is notified of an incorrect transfer booking by the supplier, the Travel Advisor will be contacted to arrange an alternative transfer. Any additional costs incurred will be the responsibility of the Travel Advisor or client.

Requests for infant seats must be made at the time of booking. Availability is not guaranteed, and additional charges may apply. Where an appropriate infant seat is required by law and not provided or brought by the client, the transfer may be refused by the supplier, and no refund will be applicable.

Tips and gratuities are not included in the booking and remain at the discretion of the passenger.

  1. Ancillary Services & Exclusions

Unless otherwise specified, the following items are not included in the booking:

  • Foreign departure taxes and fees, security charges, port charges, park entry fees, U.S. customs, immigration and agricultural inspection fees, passenger facility charges, and international transportation taxes.
  • Tips and gratuities to tour directors, drivers, and local guides (these remain at the discretion of the passenger).
  • Passports, visas, baggage fees, and comprehensive travel insurance.
  • Beverages and meals not listed under the product inclusions.
  • All other items of a personal nature.

 

  1. Hotel Content & Supplier Connectors
    Hotel content accessed via Fastbook TripBuilder may include inventory from third-party suppliers such as Expedia, HotelBeds, WebBeds, and others. All content displayed through these connectors is provided directly by the supplier, and Fastbook Holidays does not have any control over its accuracy, completeness, or availability.

Where bookings are made through third-party connectors, any special requests (e.g. bedding preferences, late check-in) must be directed to the hotel directly by the Travel Advisor. Fastbook Holidays does not transmit or guarantee the fulfilment of special requests submitted via connected hotel platforms.

  1. Hotel Availability, Relocations & Alternative Accommodation

In the unlikely event that a hotel is unable to honour a confirmed booking prior to travel, Fastbook Holidays will make reasonable efforts to secure suitable alternative accommodation. The originally requested hotel and/or room type will be prioritised where possible; however, Fastbook Holidays does not guarantee that any alternative will be of the same standard, brand, or location.

Any alternative accommodation offered is subject to availability and not held or confirmed until accepted. Once accepted, the alternative booking will be subject to the same terms and conditions as the original booking, including any applicable cancellation or amendment policies. No further compensation will be provided by Fastbook Holidays in such cases. Any additional compensation offered is at the discretion of the hotel or service provider. The Travel Advisor is responsible for presenting the proposed alternative to the client for approval. If the alternative is not accepted by the client, no booking will be made unless otherwise arranged. Where a provisional booking has already been held, the Travel Advisor is responsible for ensuring it is cancelled to avoid applicable charges. Failure to cancel an unapproved alternative may result in full cancellation charges, for which the Travel Advisor will be liable.

Where a confirmed booking includes multiple rooms at the same property and only a portion of those rooms are affected by a relocation, the remaining rooms will continue to be treated as confirmed. If the Travel Advisor or client elects to cancel or move the unaffected rooms, standard cancellation fees will apply unless the cancellation falls outside the supplier’s penalty period. This does not apply to instant purchase or non-refundable bookings, which are subject to full cancellation charges regardless of notice.

In the event a hotel is unable to accommodate a client upon check-in, despite a confirmed booking and voucher, Fastbook Holidays is not responsible for sourcing alternative accommodation. Responsibility for resolving any refusal of service or inability to accommodate the guest upon check-in rests with the hotel directly. Fastbook Holidays will assist where possible but accepts no liability for any losses, inconvenience, or additional costs incurred as a result.

Fastbook Holidays is not liable for dissatisfaction caused by property renovations or refurbishments. Where such information is provided to Fastbook Holidays in advance, it will be passed on to the Travel Advisor. Fastbook Holidays is also not liable for unnotified changes to hotel names, provided the property location and standard remain the same. 

Fastbook Holidays is not liable for any changes made by a hotel to its name, branding, or location at any time. This includes cases where a hotel rebrands or updates its name, even if the property remains at the same location with the same standard of service. Fastbook Holidays is not responsible for client dissatisfaction resulting from such changes, nor for any failure by the hotel or supplier to notify Fastbook of the change.

  1. Price Matching

Where requested, Fastbook Holidays will use best endeavours to match rates for preferred properties, including non-refundable or restricted rates, where a valid comparison is provided. Price matching is subject to availability and may not always be possible.

All comparisons must be based on equivalent conditions, including rate type (e.g. flexible vs non-refundable), room type, inclusions, and applicable booking terms (“like-for-like” basis).

In some cases, the preferred property may need to be confirmed through an alternative supplier (e.g. Expedia or GTA) to access a competitive rate. While this may allow the Travel Advisor to book a preferred property at a lower price, the applicable terms and conditions may differ. Fastbook Holidays is not responsible for any discrepancies resulting from differences in supplier conditions in such cases.

  1. Complaints
  1. In-travel complaints: Issues raised by guests during their trip must be directed to the hotel or local ground operator immediately to allow the opportunity for the matter to be resolved during the guests stay. Local ground operator contact details are included in the Fastbook Holidays itinerary. Fastbook Holidays is not liable for compensation where a problem could have been resolved locally had it been reported at the time.
  2. Pre- or post-travel complaints via Travel Advisors: If a travel advisor receives a complaint from a client prior to travel, it should be submitted as soon as possible to [email protected] to allow time for resolution. If the complaint is received after travel, it must be submitted to the same address within four weeks of the guest’s check-out date, along with all relevant supporting documentation. Travel advisors may also lodge a formal complaint of their own regarding a client booking or service experience by emailing [email protected] with full details and any supporting documents.

  3. Platform or service feedback: For feedback regarding the Tripbuilder platform or service provided by the Fastbook Holidays team, Travel Advisors can refer to our Complaints Handling Policy for information on how to submit feedback or lodge a complaint.

Rights under Australian Consumer Law
Nothing in these terms and conditions is to be read as excluding, restricting, or modifying any rights provided under the Australian Consumer Law and other legislation given to consumers in relation to the supply of goods and services.

END OF SECTION 3

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