Legal and policies

Effective Date: 01 November 2024

1. Introduction

These Terms and Conditions (the "Terms") govern the use of both the website and services provided by Lennetään Travel, accessible at www.lennetaan.travel (the “Site”). The Site is owned and operated by Lennetään Travel. By using this Site and engaging with our services, you acknowledge that you have read, understood, and agree to comply with these Terms and Conditions.

If you do not agree with these Terms, please do not use our Site or services.

2. Intellectual Property

All content available on our Site, as well as through our services, is the exclusive property of Lennetään Travel and its creators. This includes, but is not limited to:

Images, text, logos, graphics, designs, and other visual elements;

Documents and downloadable files;

All proprietary software, code, and systems used to provide our services.

You are not permitted to use any of these materials without express written permission from Lennetään Travel.

3. Acceptable Use

As a user of our Site and services, you agree to use them only for lawful purposes and refrain from engaging in illegal activities, including:

i. Infringing upon the intellectual property rights of Lennetään Travel or third parties associated with our Site;

ii. Engaging in fraudulent activities, such as using stolen credit card information;

iii. Harassing, threatening, or otherwise infringing upon the rights of others;

iv. Attempting to interfere with or disrupt the operation of our Site.

We reserve the right to restrict, suspend, or terminate your access to the Site and services if we determine that you are in violation of these Terms and Conditions. We may also pursue legal action where necessary.

4. Sale of Services

These Terms apply to the sale of services offered through our Site. Services available on our Site include:

i. Mystery travel packages, including transportation, accommodation, tours/experiences, and destination guides;

ii. Destination information not related to specific bookings;

iii. Corporate social responsibility initiatives and contributions through our “Impact Hub” program.

Payment for services must be made in full at the time of booking.

4.a. Booking Conditions

These Terms and Conditions apply to all services displayed on our Site. While we strive for accuracy, we cannot guarantee that all descriptions, details, or availability of services are free from error. You agree to book services through Lennetään Travel at your own discretion.

When booking services, you understand that there are no guarantees for any specific inclusions (unless explicitly paid for), modes of transportation, or destination details. The destination is determined by Lennetään Travel’s discretion, including for international options.

You acknowledge that when selecting the International Option on your booking, this does not guarantee travel to an international destination. Passport validity must be at least seven months from the scheduled departure date.

We retain the right to modify, reject, or cancel orders where necessary. If your order is cancelled after payment has been processed, you will receive a full refund for the amount paid. It is your responsibility to monitor your payment method for refunds.

4.b. Promotions and Campaigns

Each promotion or campaign may have its own set of Terms and Conditions. You are advised to review these terms before participating. For details, visit our promotions page at www.lennetaan.travel/promotions.

5. Payments

We accept the following payment methods:

Credit card;

PayPal;

Debit card;

Invoicing.

By submitting payment details, you authorise us to charge the specified amount to your chosen payment method. Payments made through our Site are processed via Stripe, in accordance with Australian payment regulations.

If we suspect that a payment violates the law or our Terms, we reserve the right to cancel or reverse the transaction.

6. Refunds

Refunds are available for services sold through our Site, subject to our Cancellation and Refund Policy available at www.lennetaan.travel/legal.

7. Zero Tolerance

We maintain a zero-tolerance policy towards any form of harassment, discrimination, hate speech, threats, or other actions that may cause harm or discomfort to our customers, employees, or partners. Any such behaviour will lead to immediate investigation and may result in termination of services, legal action, or other remedies deemed necessary by Lennetaan Travel.

8. Consumer Protection Law

Where applicable, Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or other relevant consumer protection legislation may provide you with certain rights and remedies that cannot be excluded. If there is any conflict between these Terms and applicable legislation, the mandatory provisions of that legislation will apply.

9. Limitation of Liability

Lennetään Travel, its directors, officers, employees, and affiliates shall not be liable for any claims, damages, losses, or expenses, including legal fees, arising from your use of the Site or services, except as required by law.

10. Indemnity

You agree to indemnify and hold harmless Lennetään Travel, its directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities, and expenses, including legal fees, arising out of your use of the Site, services, or violation of these Terms.

11. Applicable Law

These Terms and Conditions are governed by the laws of the State of Victoria, Australia. Any disputes arising under or in connection with these Terms shall be resolved in the courts of Victoria.

12. Publicity Terms

Social media posts or media content mentioning or tagging Lennetaan Travel may be used for marketing purposes. We may request your consent to repost your content, and you have the option to decline. If you post negative reviews or content that violates our zero-tolerance policy, we may request removal or take other action, including legal proceedings if necessary.

13. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be severed, and the remaining provisions will continue in full force and effect.

14. Changes to Terms

We may update these Terms to reflect changes in legal requirements or operational procedures. Any material changes will be communicated through email or posted on our Site. Please review this page regularly for updates.

15. Contact Information

For any questions or concerns about these Terms and Conditions, you can contact our Legal Officer at:

Email: legal@lennetaan.travel

Phone: 1800 979 738

Website: www.lennetaan.travel/legal

Effective Date: 01 November 2024

1. Introduction

This Cancellation and Refund Policy (the "Policy") outlines the terms and conditions governing cancellations, refunds, booking changes, and our commitment to assisting guests in the event of unforeseen circumstances. We urge you to review this Policy carefully so you understand your rights and responsibilities when booking with Lennetaan Travel.

2. Cancellation Deadline

Guests have the right to cancel their booking at any time before the scheduled departure date. Please note that the cancellation deadlines and associated fees depend on the timing and nature of the cancellation as outlined below.

3. Refund Eligibility

Refund eligibility is determined based on when the cancellation is made and the specific circumstances of the booking. Refund options include the following:

Full Refund

i. Guests are entitled to a full refund if they cancel at least 180 days (6 months) prior to their scheduled departure date.

ii. Guests are also entitled to a full refund if they cancel within 24 hours of booking confirmation.

Partial Refund

iii. If cancellation occurs after the 24-hour period, guests can request a refund for any unused or refundable portions of their booking, subject to a 15% cancellation fee. This fee will not exceed AUD $250 per booking.

Non-Refundable After Departure

iv. Refunds cannot be processed after departure, except in cases of special circumstances as outlined below.

4. Refund Processing Time and Method

Refunds will be processed promptly, typically within 2 business days. Refunds will be issued to the original method of payment. Please note that processing times may vary based on the payment provider’s systems.

4.a. Non-refundable Fee

For cancellations made after the 24-hour booking confirmation window, a cancellation fee of 15% of the total booking amount will apply, with a maximum charge of AUD $250 per booking.

5. Special Circumstances

We understand that unexpected situations arise, and we are committed to providing flexibility in such cases. Cancellation fees may be waived under the following special circumstances:

Medical Emergencies

Government-Imposed Travel Restrictions

Natural Disasters

Documentation may be required for medical emergencies, and Lennetaan Travel reserves the right to deny a refund if necessary documentation is not provided within a reasonable timeframe or if the circumstances do not meet the eligibility criteria.

In cases of special circumstances, refunds will be processed according to the standard procedure, but processing times may extend to 5 business days, depending on the complexity of the situation.

6. Changes to Bookings

We offer flexibility for changes to bookings under certain conditions:

Free Changes

You can make changes to your booking free of charge within 48 hours of booking confirmation. Changes can include, but are not limited to:

Guest names

Departure dates

Package types

Additional extras or upgrades

Adding or removing guests

Changes After 48 Hours

Changes requested after the initial 48-hour period may incur additional fees, depending on the nature of the changes and at Lennetaan Travel’s discretion.

No Changes After Departure

No changes can be made once travel has commenced, except under special circumstances.

7. Force Majeure Clause

In the event of unforeseen circumstances beyond our control, such as natural disasters, extreme weather events, terrorism, or changes to schedules by travel providers, Lennetaan Travel’s Emergency Support team will assist with rescheduling or rebooking your travel as needed.

Onward Travel

For guests who book their own onward travel beyond the scope of the Lennetaan Travel booking for any reason, refunds for unused travel on their Lennetaan Travel booking or reimbursements for new travel arrangements made without prior approval of Lennetaan Travel will not be provided.

8. Contact Information

For any questions, concerns, or requests related to cancellations, changes, and refunds before departure, or emergency support during your trip, please reach out to your designated booking specialist, or contact us using the details below:

Email: bookings@lennetaan.travel

Phone: 1800 979 738

Website: www.lennetaan.travel/contact