Help and support

Do you have a question about our supported experiences? Check out our FAQs below.

Can’t find the answer you are looking for?

Contact Us and one of our Trusted Travel Consultants will be in touch as soon as possible.

What experiences does Trusted Travel offer?

Visit our experiences section. Here you will see all upcoming group supported experiences. Click on the experience you are interested in for more information, photo gallery and costings. You can also complete our booking form by clicking ‘Book Now’ button, or make an enquiry by clicking the Contact Us button at the top and bottom of the website.

The experiences on the Trusted Travel website are to destinations I don’t want to go to. Can I choose my own destination or itinerary?

Supported group experiences are a great way to meet new friends and achieve your travel goals. If you are looking at visiting some place that isn’t listed in our section, you can contact our team to discuss your ideal experience and how we support you to achieve it. We may be planning a trip to your desired destination soon! We value feedback on all destinations and can look to plan an experience around your needs.

How much does a Trusted Travel experience cost?

There are many variables when it comes to costs associated with a supported group experience. Level of daily support required, night time supports, activities, transport options, meals and accommodation options are just some of the items that make the price variable. Also, whether you use your NDIS plan for part of your respite and experiences supports, or whether you pay for your experience in full can vary the amount payable by you. Trusted Travel ensures our packages are fully inclusive, meaning all main costs (including transport from an identified departure point and all main meals) are included. Where variations are requested by a participant to the group experience package listed, prices may vary. You may want to budget a small amount of spending money for snacks, extra drinks outside of meal times and souvenirs to help you remember your trip.

Who supports me whilst I’m away?

Trusted Travel is a service of The Disability Trust. With over 45 years’ experience in disability services, we have a number of highly trained and experienced staff ready to assist you with every need whilst you are away. Our staff are well-travelled and ready to show you the many sites and activities on location. If you have a specific need and are unsure of whether our staff can assist, feel free to contact a Trusted Travel Consultant to discuss.

What support levels are catered for?

Support is tailored to your individual need. Our booking form highlights key questions linking to supports required to help indicate what level of support would best suit you on your experience. It is extremely important you be specific about your needs when completing the booking form to ensure we can support you effectively whilst on an experience. If we need more information from you, one of our friendly Trusted Travel Consultants will be in touch.

How do I manage my booking?

For any updates to your booking, contact your Trusted Travel consultant to advise them of the changes you would like to make or information that you’re seeking.

Is Trusted Travel a registered NDIS provider?

As a service of The Disability Trust, Trusted Travel is a registered NDIS provider (provider no.: 4050001881).

Do I need to be registered with the NDIS to book a Trusted Travel experience?

No, you don’t have to be registered, plenty of our participants choose to use their own funds to pay for the experience. Just remember if you have a NDIS plan and use your plan for part of your supports, or whether you pay for your entire experience in full, it can vary the amount payable by you.

Can I use my NDIS Plan to fund my experience?

You can use your NDIS plan to fund the supports you receive on your experience. How this is done depends on the level of support required whilst traveling and the categories of funding available in your NDIS plan.

What NDIS support items are used to fund my experience?

If you choose to book with Trusted Travel and use your NDIS plan, this will be discussed with you depending on the level of support you require. Generally, respite and experiences supports are from a NDIS participant’s Core Supports budget.

Do I need relevant goals in my NDIS plan?

Yes – Trusted Travel staff will ensure you are working to achieve your NDIS goals whilst on an experience, as this means the support provided in this way is reasonable and necessary. Our booking form asks for these goals to be listed.

Will I receive a Service Agreement and Schedule of Supports with Trusted Travel?

Yes – if you choose to use NDIS funds for your supports whilst on one of our supported travel experiences, our MyTrust Team will be in touch with these documents for your approval.

Where can I get more information or see if I am eligible to sign up to the NDIS?

Visit the National Disability Insurance Scheme website to check your eligibility and for details to register.

What do I need to pack?

With your booking confirmation you will be sent a checklist of what to bring.

Something’s come up and I need to cancel? What do I do?

Let us know as soon as possible. Our Terms and Conditions (signed when booking) list the time frames associated with any cancellation fees. If you choose to withdraw your booking after 14 days of submission, you may be liable for a non-refundable administration fee of $30. If you use NDIS plan, terms for this will also be listed in your service agreement.

Cancellations by Trusted Travel due to COVID-19

Unfortunately, where increased risks indicate the best course of action at that time is to cancel plans for travel, Trusted Travel may need to cancel a group experience. The health, wellbeing and safety of our participants and the enjoyment of travelling without extra stress are of the upmost importance. If this decision is made, we will notify affected travellers as soon as possible.

Will I be charged if Trusted Travel makes the decision to cancel a booking due to COVID-19?

Trusted Travel will not charge any cancellation fees or charges where the change has been deemed required by our Travel Consultants. Anything already paid by the participant in this instance will be offered as a full refund or credit for a future holiday.

How do Trusted Travel make the decision to cancel an advertised group experience due to COVID-19?

We at Trusted Travel continue to monitor the situation daily, and take any advice relating to health and travel from government and world health agencies seriously in determining a decision whether to travel or not. Our Commitment to COVIDSafe Operations can be found here.

I need to bring my medication. How do I pack this?

Ideally, a Webster-Pak is best. Otherwise original packaging is required. You will be asked to complete a Medication Form prior to departure also that lists the medication you take. Unfortunately, we are unable to administer injections of any kind. It is important to note also that some medications prescribed for behaviours of concern can be considered a restrictive practice and therefore need to be documented in a Positive Behaviour Support Plan developed by an NDIS Registered Behaviour Support Practitioner – we will discuss this with you prior to departure where this is the case.

Do I need a Passport or some form of ID?

For domestic supported experiences, it is best to have one form of government issued ID with you on your trip. Your confirmation letter will explain any specific requirements e.g. Cruise or Flight carriers may have specific requirements for check in procedures. If you are traveling internationally, you are responsible for holding a passport with at least 6 months validity from the date of the trip.

I’m travelling internationally. What do I need to consider?

If the experience is international, you are responsible for any visas, immigration, quarantine, customs requests or requirements for the countries visited or transited. You are responsible for a passport with at least 6 months validity from the date of the trip. You may also want to consider ways to keep in touch with home (or if required support staff while away), for example, upgrading your mobile phone plan for the period to include international roaming or calls. For your safety, Trusted Travel strongly recommends registering your international travel with Smart Traveller. Smart Traveller is run by the Australian government and may be able to assist in case of a crisis. Register your travel at smartraveller.gov.au.

Is travel insurance included with my supported travel experience?

Travel insurance isn’t included with our supported experience packages; Trusted Travel recommends all participants take out a relevant level of insurance cover for their travel experience. We can point you in the right direction to find an appropriate provider for your travel insurance needs, however Trusted Travel does not accept responsibility for contacting the provider regarding level of cover or sign up, assisting with claims, costs associated with purchasing travel insurance or any other support you require to liaise with your insurance provider.

While away I needed extra support to meet my needs? Am I liable for these costs?

Trusted Travel will endeavour to provide the level of support as requested by you. We use the booking form to determine your support needs, and provide staffing support according to this and what is quoted at the time of the enquiry. We ask that travellers be honest in the information provided when booking so to determine the correct level of support required, in particular, health and personal care needs, behaviours of concern, and night time/overnight routines. Any extra support required whilst away from home may be billed to the participant at the relevant support rate from the most recent NDIS Price Guide.

What will happen if a major attraction or tour operator is closed?

Trusted Travel will endeavour to operate all tours/experiences as planned and to the itinerary advertised. At times due to circumstances out of our control, or force majeure, we may need to cancel the experience or alter the booking. We will notify you of any changes at our earliest convenience. If alternative or suitable arrangements cannot be made, you will be entitled to a full refund of the ticket price.

Where do we leave from?

All experiences list the departure point/s on our website. We understand that not everyone lives near the departure location/s. If you need assistance getting to and from the meeting point, please contact our friendly Trusted Travel Consultants. They’ll happily give you some helpful tips on how to get from point A to point B.

How do I get in touch with the staff if I would like a trip update while the group is away?

We unfortunately can’t give out staff contact details. As Trusted Travel is a service of The Disability Trust, you will have access to a 24/7 After Hours Response team who can get in touch with the group at any point. You can contact the team at any time on 1300 347 224. The After Hours Response team is available 5:00 PM – 9:00 AM every day of the year.

I would like to get an update on how I or my family member went on their trip. How do I get this info?

With the client’s permission, we’re happy to give a trip update whenever you’d like. Contact the office at any time and we’ll pass on as much information to you as we can.

I’d love to see some of the photos taken of me or my family member on their trip! How do I get a copy?

Trusted Travel expects our staff to take many high quality photos of every client on a trip, every day. We use these photos to produce a personalised Trusted Travel Photo USB which you can purchase here. If you really want a special and long lasting memory of your time away, we can make a personalised, high-quality, glossy printed photo book full of photos from your time away. Order here!

Trusted Travel is dedicated to making your travels as safe and accessible as possible. At times, we have to limit the accessibility of some of our itineraries due to the constraints that are placed upon flying. This section of the FAQs has been designed to help you navigate and understand some of the barriers and how we can work with them and you to get you up, up and away.

Each Australian airline has different requirements for mobility aids; in this document we will be discussing Qantas, Virgin and Jetstar. In general, each airline will allow one manual fold up wheelchair as cabin baggage per flight, this is first come, first served so is not always an option.

The airport does have complimentary wheelchairs that can be used to get you to and from the boarding gate and your chair can be stowed under the airplane during travel.

The size of the plane will determine the size dimensions of the chair able to be stowed. Each airline has slightly different requirements and restrictions. We have included an airline guide below with dimensions and weight limits for the differing plane body types. Please read through and contact us for any questions or support.

Due to the current tourism slump/COVID restrictions, flight times have been greatly reduced and the planes flying have also been downsized to smaller aircraft, so there are not as many flight options available. Often, the larger Airbus A380 planes only fly once a day at 7am and 7pm which can greatly reduce our options.

It is really important that you measure your chair – height, width and depth. When doing so, remove any attachments that you can e.g. head rest, feet brace, and you rest your chair in an upright tilt position to comply with height restrictions.

Trusted Travel will do everything possible to help you have a safe journey on your flight.

Qantas

See excerpt below from Qantas’ website:

In accordance with manufacturer’s recommendations and to reduce any risk of damage to your mobility aid, all electric wheelchairs, including power assist wheelchairs, must travel in the upright position (folded or unfolded) in the free wheel mode. To facilitate this requirement, size restrictions apply to the acceptance of mobility aids on our aircraft.

All manual wheelchairs must fit within the size restrictions in the upright position (folded or unfolded). If the wheelchair fits within the size restrictions but not in the upright position, the wheelchair can only be carried if it weighs less than 32kg and the manufacturer has confirmed that the wheelchair can be stored and transported on its side. Otherwise, the wheelchair must fit within the size restrictions in the upright position to be carried.

Maximum size restrictions for wheelchairs by aircraft type (in adjusted state)

Aircraft typeWidth (cm)Height (cm)Length (cm)
Airbus 330, A380 and Boeing 787150160150
Boeing 73710084125
Bombardier Dash 885130115
Boeing 71712969100
Fokker 10012563125

If you’re booked to travel on a flight operated by a narrow-bodied aircraft and your mobility aid does not fit within the allowable dimensions (after being adjusted or disassembled), the sales consultants will offer you, where possible, an alternate flight that’s operated by a larger, wide-bodied aircraft.

More information available at Qantas’ official mobility assistance website.

Virgin

See excerpt below from Virgin’s website:

To reduce the risk of damage to your mobility aid, and to our aircraft, the following restrictions apply:

  • Please ensure you provide us with the weight of your mobility aid at the time of booking so that we can work with you to get your mobility aid in the aircraft where feasible.
  • Refer to our ‘maximum dimensions’ table below. If your mobility aid is greater than the size restrictions specified (in either a folded or unfolded state), we may be unable to carry the item.
  • All electric mobility aids must travel in an upright position.
  • Electric mobility aids must travel in the ‘free wheel’ mode.

Maximum size restrictions for wheelchairs by aircraft type (in adjusted state)

Aircraft typeWidth (cm)Height (cm)Length (cm)
Boeing 73710084125
Fokker 70, 10010065125

If your mobility aid does not fit within these allowable dimensions (after being adjusted or disassembled) you will have to travel with an alternative mobility aid (such as a manual wheelchair) that fits within the above dimensions.

More information available at Virgin’s official mobility assistance website.

Jetstar

See excerpt from official Jetstar site below:

Mobility aids include, but are not limited to, equipment such as manual wheelchairs, battery-powered wheelchairs and electric scooters.

  • Two mobility aids can be carried free of charge as checked baggage per customer, in addition to any checked baggage allowance. The following conditions apply:
  • only one battery-powered mobility aid (including battery-powered wheelchairs) can be carried free of charge as checked baggage due to loading restrictions. You will need to get approval from Qantas dangerous goods before you can check-in your battery-powered mobility aid
  • the equipment must be for your own personal use
  • the equipment must be within the size and weight limits set out below
  • The oversized item fee and excess baggage fees do not apply to mobility aids and wheelchairs that meet the above conditions.
Aircraft TypeWidth (cm)Height (cm)Length (cm)
Boeing 787150160150
Airbus A30, A321140100140
  • Each item must be 32kg or less, except for wheelchairs or mobility aids that can travel in the upright position in freewheel mode (which may exceed 32kg).
  • Items above 32kg which cannot travel in the upright position in free wheel mode must be carried as freight at standard freight rates.
  • Mobility aids and wheelchairs (including manual wheelchairs, battery-powered wheelchairs and battery-powered scooters) cannot be carried in the aircraft cabin as carry-on baggage. All spare wheelchair batteries will need to be carried as per Qantas dangerous good requirements opens in new window.
  • Assistive devices such as walking sticks, canes and crutches can be carried in the aircraft cabin as carry-on baggage. Find more about assistive devices in your carry-on baggage.

More information available at Jetstar’s official mobility assistance website.

Terms and Conditions

 

Bookings

By submitting a booking form, you are confirming your intention to travel and you are confirming that you are the client or an authorised nominee acting on their behalf. This is considered a valid booking unless advised by Trusted Travel.

You acknowledge that the activity described in the schedule can be hazardous and that the person participates at his/her own risk. You understand that Trusted Travel will take reasonable steps to provide a safe environment for them and to ensure that all equipment supplied by Trusted Travel for the activity is of a reasonable standard.

You acknowledge that Trusted Travel will not be liable for any injury that may be suffered by the participant, which arises either directly or indirectly from, or in connection with, the activity described in the schedule incorporated in this form.

You hereby agree to indemnify Trusted Travel against any and all claims arising from, or in connection with, any injury that may be suffered by the participant, or that the participant may cause to another person, as well as any loss or damage to property, equipment or personal effects belonging to them, or any other person, arising either directly or indirectly out of or in connection with the itinerary outlined for this holiday.

You agree that Trusted Travel may authorise on the participant’s behalf whatever medical treatment he/she may require. (This includes, but is not limited to, ambulance attendance and hospital treatment) You agree to pay all medical expenses incurred.

You understand that this waiver will remain in place throughout your relationship with Trusted Travel.

If the client has requested an individualised holiday, you will be sent a quote/itinerary for their chosen holiday and asked to approve this in writing before any bookings will commence. Once approved in writing, the client will be sent an invoice for their non-NDIS claimable expenses (or the cost of the holiday if you are not using NDIS plan). If the client chooses to self-manage their NDIS Plan, you will receive two invoices (NDIS Claimable and non-NDIS claimable items). If self-managed costs are not paid within the timeframes listed below, Trusted Travel reserves the right to cancel the client’s reservation. Cancellation of a client’s reservation may incur cancellation fees, please see “Cancellation of your holiday” heading below for further information.

For any holiday using the client’s NDIS plan, bookings are not finalised until a Service Agreement and Schedule of Supports are signed with Trusted Travel (The Disability Trust) for their NDIS supports. By completing the Consent section of our booking form, you agree to the terms and conditions of these documents.

Payment methods and terms

The Disability Trust will use the information you supply in the Trusted Travel booking form to create a debtor ID. The Disability Trust accepts the following payment methods:

  • BPAY
  • EFT. Cheque
  • Money order
  • Credit card
  • Cash
  • Direct debit

All invoices are payable as per the terms stated on the invoice received, or 14 days prior to departure date (whichever comes first). Please contact the accounts department on 02 4255 8000 or email ar@disabilitytrust.org.au for invoice or statement enquiries.

As part of agreeing to these terms and conditions, you agree to have understood the application process for a credit account to be opened with The Disability Trust. You also confirm that the information provided in the Trusted Travel Booking Form is true and correct.

  1. You understand that if there is any default by the Client and/or Organisation in making payment to The Disability Trust the information collected in this Agreement together.
  2. You understand that if there is any default by the Client and/or Organisation in making payment to The Disability Trust, the information collected in this Agreement together
    with the information as to the amounts claimed by The Disability Trust to be owing and any related information may be accessed by The Disability Trust and their employees.
  3. You acknowledge that full payment of any debt must be made within the terms as set out above.
  4. You understand that the supply of goods and/or service/s to the Client may be refused if any particulars requested by The Disability Trust are not provided by the Client and/or Organisation or if these terms are not agreed to by the Client and/or Organisation.
  5. You acknowledge that The Disability Trust has requested the Client and/or Organisation to let The Disability Trust know immediately in writing of any change to the account information. The Client and/or Organisation acknowledges having been advised by The Disability Trust that Client and/or Organisation is entitled to access the account information from time to time and require The Disability Trust to take all reasonable steps to ensure that all such information is accurate, complete and up to date. Gift cards can be used to pay toward your Disability Trust account, Trusted Travel holiday or Trusted Travel merchandise.

Cancellation of your holiday

If you choose to withdraw your booking after 14 days of submission, you may be liable for a non-refundable administration fee. This fee may be waived in extenuating circumstances at Trusted Travel’s discretion.

Self-funded charges, excluding self-funded service packages, may be applied for late cancellation of a holiday. If you cancel, you may be liable for:

  • 30 days or more where bookings have commenced – loss of 10% deposit of non-NDIS expenses
  • 14-30 days – 50% of total cost of non-NDIS expenses
  • 0-14 days – 100% of total cost of non-NDIS expenses
  • If a 3rd party is involved in the booking, extra cancellation fees may apply according to their schedule of fees.
  • Cancelled NDIS-claimable supports are subject to the terms and conditions as outlined in your NDIS Service Agreement and NDIS cancellation policy.
 

NDIS-funded charges may also be applied for service cancellation. Once a booking is received, Trusted Travel reserves the right to make NDIS-funded bookings on the client’s behalf. Once bookings have commenced, the client may be liable to pay up to 100% of the NDIS costs associated with the holiday even in the event of non-attendance or cancellation from their NDIS plan or, where the charges conflict with the NDIS cancellation policy and service agreement, from their personal finances.

If the client has elected to self-fund their service package, Trusted Travel reserves the right to make bookings on the client’s behalf. Once bookings have commenced, the client may be liable to pay up to 100% of the self-funded service costs associated with the holiday even in the event of non-attendance or cancellation.

Cancellations by Trusted Travel due to COVID-19

Unfortunately, where increased risks indicate the best course of action at that time is to cancel plans for travel, Trusted Travel may need to cancel a group holiday prior to departure. The health, wellbeing and safety of our clients and the enjoyment of travelling on holidays without extra stress are of the upmost importance. If this decision is made, we will notify affected travellers as soon as possible.

Trusted Travel will not charge any cancellation fees or charges where the change has been deemed required by our Travel Consultants. Anything already paid by the client in this instance will be offered as a full refund or credit for a future holiday.

Holiday change or tour cancellation

Trusted Travel will endeavour to operate all tours/holidays as planned and to the itinerary advertised. At times due to circumstances out of our control, or force majeure, we may need to cancel the holiday or alter the booking. We will notify you of any changes at our earliest convenience. If alternative or suitable arrangements cannot be made, you will be entitled to a full refund or transfer to another holiday of equal or lesser value.

Where variations are requested by a client to the group holiday package advertised, prices may vary from the advertised price.

Frequent Flyer programmes

Trusted Travel will endeavour to use preferred suppliers by clients for all services where possible. If you’ve provided your Frequent Flyer details in the booking form, Trusted Travel cannot guarantee that the details you’ve provided will be relevant to the provider that you are flying with. This is due to conflicting airline schedules and potential increases in cost.

Health

Please ensure that you are aware of any health requirements and precautions of the destination you are travelling. You are responsible for any vaccinations required. Please consult your doctor for any advice before travelling. In the case that you can’t be supported effectively due to your vaccination status, Trusted Travel may have to cancel your booking and a credit or refund may not be offered.

Travel requirements

If the holiday is international, you are responsible for any visas, immigration, quarantine, customs requests or requirements for the countries visited or transited. You are responsible for a passport with at least 6 months’ validity from the date of the trip. Please ensure these requirements are met prior to booking your trip. Trusted Travel recommends registering with smarttraveller.gov.au prior to departure on an international holiday.

Baggage limits are provided by travel companies and they must be adhered to. Any excess must be paid by the traveller.

Please review all documents carefully once received to ensure correct details. Please ensure your name matches that of your identification. If you notice any issues, please contact a member of the Trusted Travel team as soon as possible prior to departure.
Travel Insurance – Trusted Travel recommends all clients take out relevant level of insurance cover. We can assist clients to source the right cover for them, however cannot support clients in purchasing or maintaining their appropriate level of cover.

Support whilst on holiday

Trusted Travel will endeavour to provide the level of support as requested by you. We use the booking form to determine your support needs, and provide staffing support
according to this and what is quoted at the time of the holiday enquiry. We ask that travellers be honest in the information provided when booking so to determine the correct level of support required, in particular, health and personal care needs, behaviours of concern, and night time/overnight routines. Any extra support required whilst away on holidays may be billed to the client at the relevant support rate from the most recent NDIS Price Guide.

Merchandise orders

Please read these Terms carefully before placing an order for any products. By placing an order for Products, you agree to these Terms.

We will be deemed to have formally accepted your offer of purchase when the merchandise order form has been received. Each order accepted by us will be a separate and binding agreement between you and Trusted Travel for the supply of the relevant Products in accordance with these Terms. You must provide accurate and current information when ordering your Products. You are responsible for checking the size, options, colours, materials and other relevant information that you submit with your order. By submitting an order, you represent that all Products, sizes, quantities and component variables listed in the order are correct.

Your legal rights

Your purchase of Products will be subject to certain laws including, without limitation, the Australian Consumer Law contained in the Competition and Consumer Act 2010 (Cth)(ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for anyother reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms is to be read or applied so as to exclude, restrict or modify any guarantee or other right or remedy in the ACL or other law which cannot by law be excluded, restricted or modified.

Pricing and taxes

Prices are as shown on this website. Trusted Travel reserves the right to change the prices of Products at any time without notice to you. The price displayed at the time that you place your order will continue to apply to you even if the price changes before your order is accepted by us. Prices will be displayed in Australian dollars.

Order cancellations

If you change your mind on your order, you should let Trusted Travel know as soon as possible. If not, you may be liable to pay for the order. Trusted Travel will assess each order cancellation individually and will contact you with a decision. Except to the extent required by the ACL or other applicable law, we will not be liable to you, or any other person, for any loss, damage, cost or expense suffered or incurred due to order information being incomplete or inaccurate.

Returns and refunds

You should check your Products as soon as you receive them and ensure that the order has been filled correctly and the Products are not damaged or faulty. If Products supplied to you are damaged or faulty or are not the Products you ordered, you must contact and inform us as soon as possible. Gift cards cannot be refunded. The amount purchased on the gift card will be applied to your account with The Disability Trust and cannot be exchanged for cash. We will refund Products that were damaged or faulty at the time of supply to you.

Please return the product/s to us in the original condition within 10 days of receipt, and we will assess your return request, and if appropriate, replace or refund your purchase. All returns should be sent with supporting documentation in original or appropriate packaging to:

  • Trusted Travel, Level 1, 5 Edney Lane Coniston, NSW 2500, Australia

General

We reserve the right to amend these terms at any time. Any amendment will take effect from the time that it appears on this website.

Terms and Conditions

Orders

Please read these Terms carefully before placing an order for any products.

By placing an order for Products you agree to these Terms.

We will be deemed to have formally accepted your offer of purchase when the merchandise order form has been received.

Each order accepted by us will be a separate and binding agreement between you and Trusted Travel for the supply of the relevant Products in accordance with these Terms. You must provide accurate and current information when ordering your Products. You are responsible for checking the size, options, colours, materials and other relevant information that you submit with your order. By submitting an order, you represent that all Products, sizes, quantities and component variables listed in the order are correct.

Your legal rights

Your purchase of Products will be subject to certain laws including, without limitation, the Australian Consumer Law contained in the Competition and Consumer Act 2010 (Cth) (ACL).

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms is to be read or applied so as to exclude, restrict or modify any guarantee or other right or remedy in the ACL or other law which cannot by law be excluded, restricted or modified.

Pricing and taxes

Prices are as shown on this website.

Trusted Travel reserves the right to change the prices of Products at any time without notice to you. The price displayed at the time that you place your order will continue to apply to you even if the price changes before your order is accepted by us.

Prices will be displayed in Australian dollars.

Cancellation

If you change your mind on your order, you should let Trusted Travel know as soon as possible. If not, you may be liable to pay for the order. Trusted Travel will assess each order cancellation individually and will contact you with a decision.

Except to the extent required by the ACL or other applicable law, we will not be liable to you, or any other person, for any loss, damage, cost or expense suffered or incurred due to order information being incomplete or inaccurate.

Payment methods and terms

The Disability Trust will use the information you supply in the Trusted Travel merchandise order form to create a debtor ID. The Disability Trust accepts the following payment methods: BPAY, EFT. Cheque, money order, credit card, cash and direct debit. All invoices are payable as per the terms stated on the invoice received. Please contact the accounts department on 02 4255 8000 or email ar@disabilitytrust.org.au for invoice or statement enquiries.

As part of agreeing to these terms and conditions, you agree to have understood the application process for a credit account to be opened with The Disability Trust. You also confirm that the information provided in the Trusted Travel Booking Form is true and correct.

You understand that if there is any default by the Participant and/or Organisation in making payment to The Disability Trust, the information collected in this Agreement together with the information as to the amounts claimed by The Disability Trust to be owing and any related information may be accessed by The Disability Trust and their employees.

You acknowledge that full payment of any debt must be made within the terms as set out above.

You understand that the supply of goods and/or service/s to the Participant may be refused if any particulars requested by The Disability Trust are not provided by the Participant and/or Organisation or if these terms are not agreed to by the Participant and/or Organisation.

You acknowledge that The Disability Trust has requested the Participant and/or Organisation to let The Disability Trust know immediately in writing of any change to the account information. The Participant and/or Organisation acknowledges having been advised by The Disability Trust that Participant and/or Organisation is entitled to access the account information from time to time and require The Disability Trust to take all reasonable steps to ensure that all such information is accurate, complete and up to date.

Gift cards can be used to pay toward your Disability Trust account, Trusted Travel holiday or Trusted Travel merchandise. Gift card only valid for payment to Disability Trust if paid in full by purchaser. If gift card is unpaid, value attached to gift card will not be honoured.

Returns and refunds

You should check your Products as soon as you receive them and ensure that the order has been filled correctly and the Products are not damaged or faulty.

If Products supplied to you are damaged or faulty or are not the Products you ordered, you must contact and inform us as soon as possible. Gift cards cannot be refunded. The amount purchased on the gift card will be applied to your account with The Disability Trust and cannot be exchanged for cash.

We will refund Products that were damaged or faulty at the time of supply to you.

Please return the product/s to us in the original condition within 10 days of receipt, and we will assess your return request, and if appropriate, replace or refund your purchase.

All returns should be sent with supporting documentation in original or appropriate packaging to:

Trusted Travel
Level 1, 5 Edney Lane
Coniston, NSW 2500, Australia

General

We reserve the right to amend these Terms at any time. Any amendment will take effect from the time that it appears on this website.

Skip to content