Booking terms & conditions

These terms were last updated on 30 July 2026.

In these Terms, "you" or "your" means the person making a booking with us and each traveller included in that booking. "we", "us" or "our" means Martin Randall Australia Pty Ltd (ACN 692 534 419, ABN 89 692 534 419) of Level 4, 1 James Place, North Sydney NSW 2060, Australia (Martin Randall Australia). We and you are each a Party to these Terms, and together the Parties.

These Terms are your contract with us. Martin Randall Australia is the entity that takes your booking, receives your payment, and is responsible to you for the Services under these Terms.

The tours, festivals, cultural days and related travel services we offer (collectively, the Services) are operated by our supplier, Martin Randall Travel Limited (a company registered in England and Wales, company number 02314294, VAT number 527758803, of Unit 1.06 Barley Mow Centre, 10 Barley Mow Passage, London, W4 4PH) (the Operator). The Operator designs, plans and delivers the Services under arrangements between us and the Operator. Those arrangements do not reduce our responsibility to you under these Terms - see clause 13 (Limits of our Liability) for how this works in practice.

Some capitalised words in these Terms have defined meanings — see clause 18 (Definitions).

For questions about these terms, or to get in touch with us, please email anz@martinrandall.com.

Our Disclosures

Please read these Terms carefully before you book. We draw your attention in particular to:

–our privacy policy which sets out how we handle your personal information;

–clause 13 (Limits of our Liability) which sets out exclusions and limitations on our liability under these Terms; and

–clause 11 (Financial Protection), which explains when a booking benefits from an ATOL, ABTOT or other financial-protection arrangements.

These Terms do not limit any rights or remedies you have at law, including your rights under the Australian Consumer Law.

1. Our Contract with You

1.1 A contract exists between you and Martin Randall Australia from the time we accept your booking, and these Terms apply to that contract and to the Services.
1.2 We may decline a booking acting reasonably, including where we cannot safely or lawfully provide the Services requested. If we decline a booking, we will promptly refund any payment you have made to us.
1.3 You agree to read the information we send you, and to give us all documentation, information and instructions reasonably necessary for us to arrange and provide the Services.
1.4 If you consider that the Services are not being provided in conformity with these Terms, please contact us using the details in clause 17 (Contact Us).

2. Eligibility, Health and Fitness

2.1 You must be able to meet the essential physical, health, safety and conduct requirements described for your tour. We will consider reasonable adjustments for a disability or medical condition where they can be made without fundamentally changing the tour or causing unjustifiable hardship.
2.2 Please read the Fitness Guidelines in the Schedule and use the self-assessment tests as practical guidance. By booking, you confirm that you have considered the published demands of the tour for yourself and each traveller in your booking.
2.3 If you or another traveller has a disability, medical condition, dietary requirement or other need that may affect participation or require an adjustment, please tell us before booking, or as soon as possible if it develops or changes. We may ask for information reasonably needed to assess safety and suitable arrangements.
2.4 If, in the reasonable judgment of the tour leaders, a traveller cannot safely participate in an activity, or their continued participation would materially affect the safety or operation of the tour, we may ask them to opt out of an activity or, where no reasonable alternative is available, to leave the tour. We will consider reasonable adjustments and the circumstances before doing so. Any additional costs are the traveller's responsibility, subject to their rights under applicable law.

3. Transfers

3.1 You may ask to transfer your booking to another traveller who meets the eligibility and participation requirements in clause 2. We may charge only the reasonable additional costs of the transfer, which we will explain before the transfer is completed.

4. Travel Advice, Passports and Visas

4.1 Before booking and again before departure, please check the Australian Government's Smartraveller advice for each destination. Travellers who are not Australian citizens should also check advice issued by their own government.
4.2 You are responsible for ensuring that you have a valid passport and meet the entry, transit, health and immigration requirements for every destination. Passport-validity rules vary by country and itinerary, so check the relevant embassy, consulate or immigration authority. Any guidance we provide is general and may change.
4.3 We may provide general information about visas for Australian citizens, but each traveller is responsible for confirming and obtaining all visas, permits and other documents required for their circumstances.

5. Insurance

5.1 It is a condition of booking that you have adequate travel insurance for the whole trip, unless we agree otherwise in writing. At minimum, it should cover overseas medical treatment and evacuation, repatriation, cancellation and curtailment, personal liability, and loss of or damage to property.
5.2 If you arrange your own flights or other travel, make sure your policy covers the effect of a change or cancellation of the tour on those independently booked arrangements, as well as supplier or travel-business insolvency where available.
5.3 Complimentary insurance associated with a credit card may have eligibility conditions, exclusions and lower limits. Check the policy wording and confirm that the cover is suitable for your trip and circumstances.
5.4 Any financial protection described in clause 11 is limited to the booking and risks stated in the relevant certificate or booking documentation. It is not a substitute for travel insurance.

6. Payment

6.1 In consideration of us arranging and providing the Services, you agree to pay the Price and all other amounts properly due under these Terms in accordance with the Payment Terms in your Booking. Unless stated otherwise, amounts are in Australian dollars.
6.2 Unless otherwise specified at the time of booking: a deposit of 15% of the total Price is payable on booking, and the balance is payable no later than 12 weeks (84 days) before departure.
6.3 If a payment is overdue, we will notify you and give you at least 5 Business Days to pay. If it remains unpaid, we may suspend or cancel the Booking, apply the cancellation terms in clause 7, recover reasonable costs caused by the non-payment, and charge simple interest at the Reserve Bank of Australia's cash rate plus 2% per annum from the due date until payment.
6.4 Unless expressly stated otherwise, the Price includes GST and other taxes that we are required to include in the advertised or quoted total price. GST has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
6.5 These payment terms do not limit or replace any rights or protections you have under the Australian Consumer Law.

7. If you Cancel

7.1 If you cancel, the charge below applies according to when we receive your written cancellation. The charge is intended to reflect our reasonable estimate of losses and unrecoverable costs, including commitments to suppliers. It is subject to the Australian Consumer Law, will not exceed the amount you paid, and will be reduced by amounts we recover or avoid after taking reasonable steps to mitigate our loss.

Special group tours, music festivals and symposia

Cruises 

Private groups 

7.2 Additional arrangements, including flight upgrades or amendments, extra hotel nights, room upgrades and airport transfers, are subject to the same cancellation charges unless we told you before purchase that a particular cost was non-refundable or subject to different supplier terms. We will pass on any amount recovered from the supplier, less reasonable costs.
7.3 If you cancel your place in a double or twin room but your companion continues on the tour, your companion will be required to pay the single-occupancy price.
7.4 If you cancel a non-residential event (normally a Culture Day), we will refund the full amount if we receive notice 22 or more days beforehand. The cancellation charge is 50% within 21 days and 100% within 3 days, subject to the principles in clause 7.1 and your rights under the Australian Consumer Law.

8. If We Cancel

8.1 We may cancel a tour, including where the ‘Operator ‘determines there are insufficient bookings for it to be viable, though we will always do so more than 12 weeks before departure. If we cancel on this basis, we will refund everything you have paid us. This does not limit any other remedy available under the Australian Consumer Law.

9. Tour Changes and Safety

9.1 The Operator maintains safety-auditing processes and requires suppliers to comply with local health and safety requirements. Standards may differ from those in Australia, particularly for accessibility, handrails and seatbelts. Please read and follow the safety information we provide.
9.2 Circumstances may prevent the ‘Operator’ from operating a tour exactly as advertised. We will work with the Operator to offer a suitable alternative. If a change is significant, we will tell you promptly and offer an appropriate remedy, which may include accepting the change, transferring to an alternative where available, or cancelling for a refund. Your rights under the Australian Consumer Law continue to apply.
9.3 Cancellation, delay or change may also occur because of a Force Majeure Event affecting the destination, including where Smartraveller or, where relevant, the UK Foreign, Commonwealth & Development Office advises against travel. We will work with the Operator to cancel or adjust the itinerary, keep you informed and provide the remedies required by applicable law and these Terms.

10. Force Majeure

10.1 Subject to clause 12 and to the extent permitted by law, neither Party is liable for delay or failure caused by a Force Majeure Event, provided the affected Party promptly notifies the other Party and uses reasonable endeavours to minimise the duration and consequences.
10.2 If a Force Majeure Event prevents a material obligation from being performed for more than 60 days, the other Party may terminate the affected Services by written notice. This does not affect amounts already properly due, refunds or remedies required by the Australian Consumer Law.
10.3 If we cancel a tour in full because of a Force Majeure Event, we will refund the Price less only reasonable costs already irrecoverably incurred specifically for your Booking, to the extent permitted by law. We will take reasonable steps to recover supplier payments, credit recoveries to you and provide an explanation of any deduction on request.

11. Financial Protection

11.1 Every Booking made under these Terms is financially protected against the insolvency of the Operator. The protection applicable to your Booking will be provided under the Operator’s Air Travel Organiser’s Licence, the ABTOT (Association of Bonded Travel Organisers Trust Limited) bond or another applicable financial-protection arrangement.
11.2 If your Booking is protected under the Operator’s Air Travel Organiser’s Licence (ATOL number 3622), we will provide you with an ATOL Certificate identifying the services and payments that are protected. You should check the Certificate carefully and contact us promptly if any part of your Booking is missing or incorrect.
11.3 If your Booking is not ATOL protected, it will be protected under the ABTOT bond or another applicable financial-protection arrangement. The protection applicable to your Booking will be identified in your booking confirmation or other documentation provided to you.
11.4 The financial protection described in this clause applies to the insolvency of Martin Randall Travel Limited as the Operator and relevant ATOL holder or scheme member. It does not protect against the insolvency of Martin Randall Australia PTY Ltd. or against cancellation, delay, changes or other losses unrelated to the Operator’s insolvency.
11.5 If the Operator becomes insolvent, any refund, continuation of travel or repatriation will be provided only in accordance with the terms, eligibility requirements and limits of the applicable arrangement.
11.6 The precise scope of protection is determined by the applicable arrangement and, for an ATOL-protected Booking, by the services listed on your ATOL Certificate.

12. Australian Consumer Law

12.1 The Australian Consumer Law includes guarantees that services will be provided with due care and skill, be reasonably fit for a disclosed purpose or result, and be supplied within a reasonable time where no time is fixed. It may also provide rights to a refund, replacement service, compensation or other remedy. These rights cannot be excluded, restricted or modified by these Terms (Consumer Law Rights).
12.2 Nothing in these Terms excludes, restricts or modifies a Consumer Law Right or any other right or remedy that cannot lawfully be excluded. Subject to those rights, we exclude other implied terms to the maximum extent permitted by law.

13. Limits of Our Liability

13.1 Airlines, cruise lines, rail operators and other carriers may be entitled to rely on limits under applicable international conventions or laws. Any such limit applies only to the extent it is legally available and does not exclude your Consumer Law Rights against us.
13.2 Nothing in these Terms limits liability that cannot lawfully be limited, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence.
13.3 Subject to clause 13.2, your Consumer Law Rights and the maximum extent permitted by law: (a) neither Party is liable for any Consequential Loss; (b) liability is reduced to the extent the loss was caused or contributed to by the other Party, including a failure to take reasonable steps to mitigate it; and (c) where section 64A of the Australian Consumer Law permits and it is fair and reasonable, our liability for breach of a consumer guarantee is limited to supplying the Services again or paying the cost of having them supplied again.
13.4 We remain responsible to you under these Terms for the proper provision of the Services, notwithstanding that the Services are physically delivered by the Operator or other third-party suppliers we engage. This clause 13 sets out the extent to which that responsibility is limited.
13.5 This clause 13 survives the termination or expiry of these Terms.

14. Privacy

14.1 Our Privacy Policy, available on our website, explains how Martin Randall Australia and the Operator collect, use, disclose, store and protect personal information, including passport, health, dietary and accessibility information and disclosures to recipients in the United Kingdom and tour destinations. Where the law requires consent to collect or use sensitive information, we will seek it separately.
14.2 If you give us personal information about another traveller, you confirm that you are authorised to provide it for the Booking and have directed that traveller to our Privacy Policy.

15. Complaints and Disputes

15.1 Please raise any problem promptly with the relevant supplier, your tour leader or us so there is a reasonable opportunity to assist and, where possible, put it right.
15.2 If the issue is not resolved during the tour, contact us using clause 17 and provide the details and supporting documents reasonably available to you.
15.3 We ask you to write to us within 14 days after the tour where practicable. A delay does not by itself waive or limit any right or remedy you have under the Australian Consumer Law or other law.
15.4 We will try to resolve a complaint within 20 Business Days, or tell you if we need longer. If we cannot resolve it, either Party may propose mediation through the Australian Disputes Centre, online or at another agreed location. Mediation is voluntary unless the Parties agree otherwise in writing, and does not prevent either Party from bringing a claim in a court or tribunal.
15.5 Nothing in this clause prevents urgent court relief or affects your right to contact the Australian Competition and Consumer Commission, your state or territory consumer-protection agency, the Office of the Australian Information Commissioner, or another regulator or ombudsman.

16. General

16.1 Amendment. These Terms may be amended only by agreement in writing, except for an operational change made in accordance with clause 9 and subject always to your rights under the Australian Consumer Law.
16.2 Assignment. Neither Party may assign or transfer its rights or obligations without the other Party's prior written consent, not to be unreasonably withheld. We may assign a genuine overdue debt to a debt-collection service, but this does not reduce your rights or our obligations.
16.3 Notices. A notice under these Terms must be in writing and sent to the contact details in clause 17 or another address notified in writing. A notice sent by post is taken to be received after the ordinary delivery period; an email is received when it enters the recipient's information system unless the sender receives a delivery-failure message.
16.4 Subcontracting. We may engage the Operator and other subcontractors to provide any part of the Services without your prior consent. This does not reduce our liability to you under these Terms, and we remain responsible for the acts and omissions of our subcontractors, including the Operator.
16.5 Relationship of the Parties. As between you and us, Martin Randall Australia acts as principal in supplying the Services, and these Terms create a direct contract between you and Martin Randall Australia. We separately engage the Operator to design and deliver the Services; that arrangement does not itself create a contract between you and the Operator.
16.6 Governing law. These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have non-exclusive jurisdiction, but nothing in this clause prevents you from bringing a claim in another court or tribunal where applicable law allows.

17. Contact Us

ACN 692 534 419 | ABN 89 692 534 419
5 Moorak Street
Taringa
QLD 4068
Email: anz@martinrandall.com
Telephone: 1800 524 080 or +61 2 3805 9825

18. Definitions

Australian Consumer Law means the Australian Consumer Law in Schedule 2 to the Competition and Consumer Act 2010 (Cth), as amended.

Booking means the booking form, confirmation email, or online booking process through which you agree to purchase the Services.

Business Day means a day on which banks are open for general banking business in New South Wales, excluding Saturdays, Sundays and public holidays.

Consequential Loss includes any consequential, special or indirect loss, or loss of profit, revenue, business, goodwill, opportunity, savings or use, whether under statute, contract, equity, tort (including negligence), indemnity or otherwise, but does not include your obligation to pay us the Price or any other amount payable under these Terms.

Consumer Law Rights has the meaning given in clause 12.1.

Force Majeure Event means any event beyond a Party’s reasonable control, including acts of God, fire, natural disaster, civil unrest, war, terrorism, industrial disputes, government-ordered shutdown, epidemic or pandemic.

Liability means any expense, cost, liability, loss, damage, claim, demand or judgment, however arising, whether direct or indirect, present or future, and whether involving a third party or a Party to these Terms.

Operator has the meaning given in the introduction to these Terms.

Payment Terms means the timing for payment of the Price, as set out in clause 6 and your Booking.

Price means the price for the Services as set out in your Booking, as adjusted in accordance with these Terms.

Services means the tours, festivals, cultural days and related travel services described in your Booking, as adjusted in accordance with these Terms.

Terms means these terms and conditions, including the Schedule.

Schedule – Fitness Guidelines

Fitness

Our tours are active holidays. Walking, stairs, uneven surfaces and extended periods of standing are common. The tour description explains the expected level of activity and any particularly demanding elements.

Routes may include steep or poorly paved streets, uneven ground and repeated boarding of coaches or other transport. Accessibility standards and available assistance vary by destination.

Because tours operate to a group timetable, travellers should assess whether they can maintain the stated pace, with reasonable adjustments where available. Use the tests below as guidance and contact us before booking if you are unsure or may need an adjustment.

If a traveller cannot safely participate during the tour, the tour manager may ask them to miss an activity or, only where reasonably necessary and no suitable adjustment is available, leave the tour. Clause 2 explains how we approach this decision.
Physical demands vary. Read the "How strenuous?" section of the tour description carefully. Walking tours and itineraries involving long or hilly walks require greater stamina, balance and agility.

Tell us before booking about any disability, medical condition or support need that may affect participation. We will discuss reasonable adjustments and practical limitations with you.

Fitness self-assessment

1. Chair stands. Sit in a dining chair with arms folded and hands on opposite shoulders. As a guide, you should be able to stand and sit at least eight times in 30 seconds.
2. Step test. Mark a wall at a height halfway between your knee and hip. As a guide, raise each knee in turn to the mark at least 60 times in 2 minutes.
3. Agility test. Place an object 3 metres from a chair. Sit, then time yourself standing, walking to the object and sitting down again. As a guide, complete this in under 7 seconds.
As an additional guide, you should be able to walk unaided at about 4.8 kilometres per hour for at least 30 minutes and stand unsupported for at least 30 minutes. Contact us if you cannot meet a guide or require an adjustment; do not assume this automatically prevents participation.