1. Application of Laws & Conventions

All travel services booked through ZM Travels are governed by applicable laws and conventions. For international travel, this includes (but is not limited to) the Montreal Convention. For domestic travel within Australia, relevant laws such as the Civil Aviation (Carriers’ Liability) Act 1959, Australian Consumer Law (ACL), and state-specific regulations apply.

2. Bookings & Payments

Bookings are confirmed only upon full payment as specified at the time of booking.
All quoted prices are subject to change without notice until the ticket is issued.
Accepted payment methods include bank transfer, credit, or debit card. Cheques are not accepted.
A non-refundable 1.85% surcharge applies to credit/debit card payments.
If an instalment payment option is offered (e.g., “Fly Now, Pay Later”), terms must be agreed in writing, including deposit, instalment frequency, and default handling.
Fly Now, Pay Later is facilitated through a third-party vendor, Slice Pay (https://www.slicepay.travel/). All ticket issuance, refund, and reissue processes under this plan are governed by Slice Pay’s Terms & Conditions, and ZM Travels must comply with those conditions accordingly.

3. Refunds & Cancellations

Refunds are available for the unused portion of tickets only where permitted by the airline or provider.
All refund requests must be submitted in writing.
A refund processing fee of $65 per ticket applies, payable upfront.
Any applicable taxes may be refunded on unused tickets, subject to an administration fee. Not all taxes and surcharges are refundable; certain charges, such as fuel surcharges or airport fees, may be non-refundable in accordance with airline or provider policy. If the administration fee exceeds the refundable amount, no refund will be issued.
All refund processing is conducted in accordance with the Australian Consumer Law (ACL).

4. Ticket Validity & Refund Deadlines

Tickets are typically valid for 12 months from the date of issue unless otherwise stated.
Refund requests submitted after the validity period may be denied unless required by law.
It is the customer’s responsibility to check and monitor the validity and expiration date of their ticket to ensure eligibility for any applicable refund.

5. Right to Refuse Refund

ZM Travels, in coordination with the relevant airline or service provider, reserves the right to refuse a refund for a ticket to depart from a specific country unless the traveler can provide satisfactory evidence that:

They hold valid permission (e.g. visa, residency) to remain in that country, or
They have made confirmed arrangements to depart the country by another means of transport.

5. Accommodation and Package Travel Bookings

ZM Travels acts solely as a booking agent for hotels, resorts, tour operators, and other service providers.
All bookings are subject to the individual terms, cancellation rules, and refund policies set by these third-party providers.
ZM Travels does not have control over or the ability to override these policies.
It is the customer’s responsibility to review and understand the relevant terms before confirming any booking.
By completing a booking, the customer is deemed to have accepted the provider’s terms and conditions.
ZM Travels is not liable for any issues relating to service quality, inclusions, cancellations, or denied refunds by the provider.
Any physical inclusions (e.g. equipment, activity passes) are non-refundable if found damaged, used, or altered in any way after issuance.

6. Cruise Packages

Cruise bookings are governed solely by the cruise operators’ terms and conditions.
ZM Travels has no authority to override these terms.

7. Service Fees (Non-Refundable)

Refund processing: $65 per ticket
Ticket re-issue: $55 per ticket
Validation: $50 per ticket
Booking changes: $55 per ticket
Tickets issued outside Australia: $35 per ticket
Additional admin fees may apply and will be advised during booking.

8. General Terms of Service, Liability & Customer Responsibilities

All listed service fees including booking, amendment, validation, reissue, and refund processing charges are strictly non-refundable.
ZM Travels (hereinafter referred to as “ZM”) shall not be liable for any loss, inconvenience, or damages suffered by the customer arising from but not limited to data corruption, system failures, technical errors, missed ticketing deadlines, and inaccuracies in fare or booking information caused by events beyond ZM’s control.
ZM acts solely as an agent on behalf of various travel suppliers. All travel bookings made through ZM are subject to the terms, conditions, and liability limitations of these third-party providers. These may include exclusions of liability for personal injury, death, delay, baggage loss, or service failure.
While ZM is not responsible for the performance or conduct of third-party suppliers, ZM is entitled to the same protections, limitations, and benefits under the terms and conditions issued by such providers.
In cases of conflict between these terms and the terms of any travel supplier, the supplier’s terms shall prevail.
Travel prices provided by ZM include only those components expressly listed in your booking confirmation. Local or overseas airport taxes, customs charges, or similar levies may not be included unless explicitly stated and will be the responsibility of the customer.
ZM makes no guarantee or warranty as to the star rating, condition, or quality of accommodations or services provided by third parties. Descriptions and representations are based on information provided by the supplier.
A customer becomes legally bound to ZM once a ticket or travel service is purchased. In such instances, ZM may act as the principal for the purpose of confirming the sale.
ZM retains the right, at its sole discretion, to apply markups to supplier prices and determine the final pricing of tickets and services. Prices are subject to change without notice until payment is received and tickets are issued.
Fares and taxes are subject to change at any time without notice prior to ticket issuance. Any fare difference due to a schedule change is payable by the customer in addition to any penalties.
Customers must pay ZM in full by the payment deadline indicated on their invoice. ZM reserves the right to pursue legal action for any non-payment, and all associated costs of debt recovery (including legal fees) shall be borne by the customer.
If any payment made by the customer is reversed, voided, or avoided by law, the payment will be deemed not to have been made. In such cases, both the customer and ZM will be restored to their original legal positions.
The customer unconditionally agrees to pay all amounts due to ZM as and when they become payable. If the customer defaults or ZM enforces any rights to accelerate payment or claim security, the customer agrees to settle the full amount upon demand.
Travel documents issued by ZM are non-transferable. Name changes are not permitted once tickets are issued unless allowed by the airline or supplier under their fare conditions.
ZM does not accept payments by cheque. Accepted payment methods include bank transfers, debit cards, and credit cards. All credit card payments incur a non-refundable surcharge.
ZM reserves the right to amend these Terms & Conditions at any time without prior notice.
All disputes or legal matters arising from dealings with ZM shall be governed by the laws of Australia.
Customers must not disclose quotations, fare details, or commercial dealings with ZM to third parties unless authorised in writing.
It is the customer’s responsibility to stay informed about and comply with all visa, health, and travel entry/exit requirements for the countries visited. This includes obtaining valid visas, passports, and meeting health regulations. Passports must be valid for at least six (6) months from the date of return to Australia.
Customers are required to inform ZM at the time of booking of any medical conditions, special needs, or physical disabilities that may affect their travel experience. ZM reserves the right to deny service where such conditions are not disclosed in advance.
Customers are solely responsible for their personal belongings. ZM bears no liability for lost, stolen, or damaged items before, during, or after travel.
To the fullest extent permitted by law, ZM shall not be held liable in contract, tort, or otherwise for any direct or indirect loss, injury, accident, fatality, delay, inconvenience, loss of enjoyment, psychological harm, or dissatisfaction experienced during or as a result of the travel arrangements made through ZM.
By accepting these Terms & Conditions, the customer fully releases ZM from any and all claims—whether known or unknown, contingent or otherwise—related to the services provided.
If the customer is under the age of 16, their parent or legal guardian agrees to indemnify ZM against any claim, cost, or liability resulting from their conduct during travel or from any breach of these Terms.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
These Terms & Conditions, together with the booking confirmation and any written correspondence, constitute the entire agreement between the customer and ZM.
ZM does not supply travel arrangements directly. All bookings facilitated are made on behalf of third-party travel providers.
ZM may receive financial (e.g. commissions) or non-financial benefits from travel providers for the services sold.

9. Travel Provider Responsibility, Pricing, and Extraordinary Circumstances

ZM Travels (“ZM”) provides booking and advisory services and acts solely as an agent on behalf of third-party travel providers (“Travel Providers”). While we take reasonable care in recommending reputable Travel Providers, ZM has no control over the performance, reliability, or obligations of these providers. ZM does not guarantee or warrant the standard, suitability, or fitness for purpose of any travel service or arrangement.
The Travel Provider is solely responsible for delivering the booked services, and your travel booking is subject to their individual terms and booking conditions. These may include cancellation rules, refund limits, and liability disclaimers. It is the customer’s responsibility to review and understand the Travel Provider’s terms prior to making a booking. ZM can provide copies upon request.
ZM is not liable for any acts, delays, failures, or omissions by any Travel Provider, including their employees, contractors, or agents. Any claims related to the travel service performance must be made directly to the Travel Provider, unless the issue results from ZM’s direct fault.
Information presented to you by ZM, including service descriptions or availability, is provided by the Travel Provider or independent third parties. ZM does not warrant the accuracy, quality, or completeness of such content. You are encouraged to verify all service information prior to confirming your booking.
All travel quotations are valid at the time they are provided but are subject to change without notice until the booking is confirmed. ZM and Travel Providers are not obligated to hold pricing or availability without full confirmation.
All pricing may be withdrawn or revised by the Travel Provider before a booking is confirmed. Quotes are typically in Australian Dollars (AUD), though some may be in foreign currencies. Prices include taxes and handling fees applicable at the time of quotation. Additional local taxes or destination charges (such as city taxes or airport fees) may apply and are not always included.
Once confirmed, prices may still change due to currency fluctuation, fuel surcharge increases, or updated government taxes. If a price changes after booking, ZM will notify the customer and collect the additional cost on behalf of the Travel Provider. ZM holds no further liability in these instances.
In the event of Unavoidable or Extraordinary Circumstances (e.g. natural disasters, pandemics, government restrictions), the Travel Provider may modify or cancel travel services. ZM will use reasonable efforts to obtain refunds or credits on your behalf, but we cannot guarantee success. Refund or credit eligibility is subject to the Travel Provider’s conditions.
Any credit or refund issued by a Travel Provider may be partial and carry its own restrictions. ZM is not responsible for such conditions.
ZM reserves the right to charge fees for managing refunds or credits in such circumstances (“Extraordinary Circumstances Service Fees”), in addition to our standard Booking and Advisory Fees. These fees may be requested in advance of ZM attempting to secure a credit or refund.
Customers agree that ZM is entitled to retain any Booking and Advisory Fees related to cancelled or altered services due to Extraordinary Circumstances.
Refunds will only be passed on to the customer once ZM has received the funds from the Travel Provider. Processing times may vary significantly and may take several months depending on the provider.
ZM reserves the right to deduct any owed fees from the amount refunded to the customer. In some cases, ZM may waive its fees if the cancellation is solely due to the provider’s action not caused by Extraordinary Circumstances.
Customers intending to lodge a chargeback through their card issuer due to Travel Provider non-delivery must notify ZM in writing beforehand.
As ZM acts as an agent and not the principal, if a chargeback is approved and ZM has already transferred funds to the provider, the customer agrees to reimburse ZM for any associated losses. The customer also agrees to pay ZM the full Booking and Advisory Fees for services rendered in relation to that arrangement.

10. Travel Documentation, Health Requirements & Important Notices

It is the customer’s sole responsibility to ensure possession of all necessary travel documents, including valid passports, visas, vaccination records, and any additional health documentation required by destination countries.
Passports must be valid for at least six (6) months from the scheduled return date to Australia. Failure to comply may result in denied boarding or entry, for which ZM holds no liability.
Customers should consult their doctor or a licensed travel health professional at least eight (8) weeks before departure to determine necessary vaccinations or medications for their trip.
ZM is not responsible for losses incurred due to insufficient documentation or failure to meet government health or immigration requirements.
Any guidance or information provided by ZM regarding documentation or destination requirements is offered in good faith. However, ZM does not warrant the accuracy, completeness, or current status of such information. Customers must conduct independent checks.
Travel during the COVID-19 pandemic involves inherent risks. Customers acknowledge and accept these risks and are responsible for complying with all testing, vaccination, and quarantine obligations both in destination and upon return to Australia.
Some airlines and Travel Providers may impose additional requirements, such as mask-wearing or vaccination. Customers are responsible for knowing and complying with these rules.

10.1 Travel Insurance

ZM strongly recommends that all customers purchase comprehensive travel insurance covering trip cancellation, medical treatment, lost luggage, and unforeseen expenses.
Insurance should be secured at the time of deposit to ensure maximum protection, as cancellation penalties may apply from that point.

10.2 Special Requests & Accessibility

Any special requirements (e.g. dietary, medical, or accessibility-related) must be disclosed at the time of booking.
While ZM will forward such requests to Travel Providers, fulfillment is not guaranteed. Requests made after booking may be treated as amendments and incur additional costs.

10.3 Payment Holding & Refund Conditions

Payments made to ZM are not held on trust and may be deposited in any account at ZM’s discretion.
These payments are treated as due and payable to Travel Providers, or as service fees to ZM.
Refunds can only be processed once the Travel Provider authorises them, and after ZM has deducted any applicable fees.

10.4 Government Advisories & Risk Acceptance

Customers are encouraged to consult the Department of Foreign Affairs and Trade (DFAT) or the SmartTraveller for the latest travel advice and to register their trip details for emergency assistance.
If a customer requests bookings to destinations under DFAT travel warnings, ZM accepts no responsibility for risks or consequences associated with such travel choices.

11. Reservation Confirmations & Alternatives

All reservations, including those made after deposit or final payment, are subject to confirmation by the relevant Travel Provider.
In rare circumstances where the service provider is unable to confirm your booking, ZM will offer you the choice of alternative arrangements (which may be with a different provider and could incur additional charges), or a full refund if permitted by the original provider.
ZM accepts no liability for additional costs you may incur due to the need to select alternate arrangements.

12. Flight Schedule Changes

Airlines reserve the right to change or cancel scheduled flights at any time. It is the customer’s responsibility to verify their flight departure times by contacting the airline directly before travel.
ZM is not responsible for schedule changes, nor for any expenses the customer may incur due to such changes, including costs of rebooking or itinerary alterations, which are beyond ZM’s control.

13. Supplier Modifications & Value-Added Inclusions

Many value-added components included in packages—such as massages, tours, cruises, or golf—are provided at no extra cost and are subject to availability.
If a customer chooses to cancel any such inclusion, no refund or price reduction will apply.
If the value-added inclusion is cancelled by the service provider or unavailable for any reason, ZM is not responsible for issuing refunds or compensation.
Where possible, ZM may seek alternate providers or reschedule the inclusion, but this is not guaranteed.

14. Travel Documentation Requirements

“Travel Documents” include (but are not limited to) airline tickets, hotel vouchers, tour confirmations, and any documentation (physical or electronic) confirming your booking with a service provider.
All Travel Documents may be subject to restrictions including, but not limited to, being non-refundable, non-transferable, or incurring fees for changes, cancellations, or reissues.
Airline tickets must match the exact name on the passenger’s passport or government-issued photo ID. Discrepancies may result in denied boarding or cancelled bookings at the passenger’s expense.
It is the customer’s responsibility to ensure that all details—names, travel dates, and timings—are accurate at the time of booking and on all documentation. Any errors must be reported to ZM Travels immediately.
ZM Travels will not be held liable for any lost or misplaced documents. Reissuing or resending travel documents will incur additional charges payable by the customer.
Customers are responsible for obtaining and carrying all necessary Travel Documents prior to travel, and ZM will not be responsible for denied boarding or entry due to missing or incorrect documents.

15. Legal Disclaimer & Final Acknowledgement

ZM Travels acts solely as an agent and not the principal in the provision of travel arrangements. All bookings are subject to the terms and conditions of the respective Travel Providers.
While every effort is made to ensure the accuracy of information and services provided, ZM Travels is not liable for errors, omissions, disruptions, or unforeseen circumstances that may affect travel arrangements beyond our reasonable control.
The customer acknowledges that by proceeding with a booking through ZM Travels, they have read, understood, and agreed to all terms and conditions herein.
These terms shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of that State.