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Terms and Conditions

Terms and Conditions

Booking Conditions

The holiday prices on this Website are quoted per person and can only be booked directly through our office in Sydney. Demand is sure to be high so don't miss your place. You can select your travel dates, location and holiday package (Booking) either on this Website or by telephoning our Reservations Department on the telephone number at the top of the page. At the conclusion of your Booking you will be given a unique reservations booking number, which you will need to keep for future reference. A deposit from $150 per person for accommodation only Bookings, from $250 per person for escorted tours (please note that a higher deposit will be required if we also book your international airfares ex. Australia), or from $500 per person for private tailor made tours and package holidays that include flights, accommodation and transfers (please note a higher deposit may be required depending on the type of international airfare booked). The amount of the deposit will be advised at the time of Booking and can include the full price of the airfare as set out in the Booking Conditions below. If you make a Booking on the Website, we may contact you up to 72 hours after the Booking, to advise you of an increase in the deposit. Cheques and postal orders should be made payable to Mercury Holidays (Australia) Pty Ltd. To avoid disappointment please make your Booking without delay. If your chosen dates are unavailable, we will endeavour to secure a Booking for your second choice of dates where possible. Upon receipt of the appropriate payment we will issue a confirmation invoice to you. If your Booking is within ten weeks of the proposed departure date, full payment is required. We will notify you once your Booking is confirmed (Confirmation). You will receive your tickets and travel information approximately 14 days before the confirmed departure date.

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You may make payment by debit or credit card. The following charges are applicable to all credit card transactions, currently Mastercard Credit: 1.43% and Visa Credit: 1.57%. Please note we currently do not accept AMEX cards. All card charges are subject to change.

Items not included in the holiday price (per person)

* Holiday Insurance
* Passports, visas and vaccinations
* Optional excursions
* Meals, unless otherwise stated
* Personal expenditure
* Transfers, except where stated
* Porterage
* Flight supplements
* Credit card charges
* Excess baggage on the aircraft

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As travel regulations are constantly changing, we are unable to provide up-to-date information concerning passport and visa requirements. It is your responsibility to ensure that you comply with all necessary, visa, passport and other travel regulations. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. A valid passport is essential when you travel abroad. Although your passport is issued for a set period (generally 10 years for adults and 5 years for children) you should note that some overseas countries require your passport to remain valid for a minimum period after the date of entry to that country. If your passport is in its final year of validity you should check the requirements of the country before you make your travel plans. Visas are required for travel to China, India, Sri Lanka, Vietnam and UAE, and other destinations included in our tours and packages. Please check passport and visa regulations online at http://www.smartraveller.gov.au/, an external visa provider, or with the consulate of the country you intend to visit or pass through. If you have an Israeli stamp in your passport and wish to visit an Arab country, or have a Turkish Cypriot stamp and wish to visit Cyprus, please contact the nearest passport office because it may be necessary to obtain a supplementary passport. Please note: under South African Immigration Regulations, travellers must have two consecutive blank pages in their passport, which lie side by side when the passport is open (ie a left-hand a right-hand page).

It is important that you ensure that you have valid passports and satisfy the requirements of immigration and other government authorities. If you fail to meet any such requirements, any fines, penalties, payments or expenditures incurred will be your sole responsibility.

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Travel to certain countries may mean that it is advisable or, in certain cases, compulsory for you to be inoculated against certain illnesses. We cannot give up-to-date details of inoculations and health precautions for your holiday, therefore it is essential that at the time you make your Booking you get fully comprehensive information about inoculations and health precautions that you may need for your holiday. Your local doctor or general practitioner can provide information specially tailored to your journey and give information on immunisations against diseases such as malaria and latest health news and requirements for travel. Circumstances can change and therefore we also advise that you re-check health information as close as possible to your departure date. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation are your sole responsibility. We are not liable if you are refused entry onto any transport or into any country due to your failure to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you are responsible for reimbursing us accordingly.

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All our prices (including flight and hotel supplements) are per person and are based on the shared occupancy of double or twin-bedded rooms. Rooms may have twin or double beds regardless of the name of the room on your Booking. If you require a specific bed configuration then please ask for this in the special requests box before you accept your Booking. All special requests are subject to availability. (Alternative accommodation supplements are given with the individual holiday details and all accommodation supplements are quoted at a rate per person, per day). Where possible, we will use the hotels stated in the brochure. If the hotel requested in your Booking is unavailable, we may offer an alternative hotel of equal or similar standard and we will advise you at the earliest opportunity if this occurs as set out in clause 6 of the Booking Conditions.

While a supplement is normally charged for single rooms in European hotels these are often inferior to double or twin-bedded rooms. Three-bedded rooms are usually twin rooms with an extra bed. The standard international practice is to let rooms from midday to midday. However times do vary, check-in times are usually between 2pm and 3pm, checkout times between 11am and 12 noon on the day of departure. Therefore, if you check-in immediately after a night flight this would normally count as one night’s accommodation. Similarly if your return flight is at night you will normally be required to vacate your rooms at 12 noon prior to leaving for the airport. Day rooms are subject to availability/cost and should be arranged locally with the accommodation management. On holidays including half board meal arrangements, dinners will normally be based on a table d'hote set menu unless otherwise stated.

When taking an all-inclusive holiday the following may apply: You may be required to wear a wrist band or carry an identification card to qualify for the full range of inclusive benefits. Times when free drinks and snacks are served can vary but are typically between 11.00am and midnight. After that a cash bar may operate. Bottled water may not be included as part of your all-inclusive package. There may be a charge for motorised sports, time limits on some other free sporting activities as well as age or experience qualifications for some sports. Persons under 18 may have to wear a different coloured wrist band or carry a different identification card to those issued to adult guests. Persons under 18 years of age will not be served alcohol. A la carte meals are not included as part of the all-inclusive package unless otherwise notified by the hotel. One of the main attractions of holidaying abroad is to see something of a way of life that is different to what we are used to at home. You should not therefore expect things to be the same as in Australia - invariably this is not so. For example Star ratings are awarded by the local authority in each country and should not be compared to equivalent star ratings in Australia as standards may vary (see clause 31 of the Booking Conditions). Where it is stated that there is satellite television in your room, please do not expect to receive more than 1 or 2 English channels. In other countries - some of which have only recently become accustomed to an influx of foreign tourists - the locals tend to be more relaxed in their approach to life, and this usually means taking their time over things. Also, because of the rapid development of some resorts, the provision of roads, power supplies and water supplies etc. has sometimes not kept pace with the demands of tourism. You may experience problems with plumbing or drainage or inconvenience like a broken door handle, or missing lightbulb. Standards of furnishing or electrical fittings may be more basic. It is also worth remembering that on a holiday where the absence of rain rates high on your list of priorities, water shortages can sometimes be unavoidable - indeed even in the largest hotels if everyone decides to shower or bath at the same time, hot water may run short. Don't get annoyed if these things occur - just report it to the receptionist and it will be fixed eventually! And of course our representatives will also help in any way possible. Food overseas can also be a little different to what you're used to. The choice of food is a very personal matter and often hotel menus are designed to please the greatest number of people. However, many resorts do have restaurants and snack bars where Western style dishes can be bought if you prefer.

Certain hotels may request a credit card/deposit at check-in to cover any additional extras. Please be advised some facilities listed in the hotel description may be at an additional fee, you will be advised of this by the hotel.

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Throughout this website we have had to abbreviate some words, please find a full list below:
AdAdult
ChChild
RORoom Only
SCSelf Catering
BBBed & Breakfast
HBHalf Board
FBFull Board
AIAll-Inclusive

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We are happy to welcome travellers with disabilities on many of our holidays but regret that in some cases we are unable to do so, due to the travel arrangements and/or the hotels which are featured. The suitability of any holiday will depend on the nature of a disability and in some cases whether the person with the disability is accompanied by an able-bodied companion. In order to ensure the comfort, safety and enjoyment of your holiday if you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you make your Booking so that we can advise as to the suitability of the chosen arrangements where necessary, instruct our representatives accordingly. In any event, you must give us full details in writing at the time of Booking. A checklist for disabled and less mobile passengers can be obtained by contacting us directly and will need to be completed and signed by you before Confirmation. Completing this form will enable us to check the suitability of your chosen holiday with our resort staff based on the information supplied by you. We cannot be held liable if you fail to tell us about any special requirements that may affect your holiday. If you suffer from any diseases or medical conditions, we may refuse your Booking if we are not completely satisfied that the travel arrangements in your Booking are safe for you or others. PLEASE NOTE: If special arrangements need to be made for you an extra charge may be levied, this may include transfers. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and no compensation will be made.

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Please refer to the relevant country's tourist board website prior to travel, in order to see the full details of the restrictions. Please note that public areas include bars, restaurants, hotels, shops, coaches and the airport. Separate smoking areas that are well ventilated will be at the discretion of individual bar, cafe or restaurant owners.

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If you wish to make a special request, you must do so at the time of booking. We will try to pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. If you or any member of your party has any medical problem or disability which may affect your chosen holiday arrangements, you must give us full details in writing at the time of booking. For further assistance, call our team on 0800 781 4893 If we reasonably feel unable to properly accommodate the particular needs of the person(s) concerned, we will not confirm the booking or, if full details are not given at the time of booking, cancel when we become aware of these details.

We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as standard bookings subject to the above provisions on special requests.

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Private transfer prices are based on a minimum of two people (maximum four). If one person is travelling the cost will be double.

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Booking Conditions

We are not responsible for services or facilities which do not form part of our agreement, are not detailed on your Confirmation or where they are not advertised in our brochure or on our Website. For example if an airline cancels a flight, we are not responsible for any pre-departure car parking, hotel, taxis or airport lounge facility except where they have been booked through us and form part of your contracted arrangements with us (in which case they will be detailed on your Confirmation). In resort stays we are not responsible for any excursion, service or facility which your hotel or any other supplier agrees to provide for you while you are staying with them. All queries and claims in relation to such services should be directed to the provider of that service.

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These Terms and Conditions (Terms) are between Mercury Holidays (Australia) Pty Ltd ABN 52 603 755 380, its successors and assignees (referred to as “we”, “us” or “our”) and the entities who request specific services or related products, described on and able to be ordered via our website at www.mercuryholidays.com.au (Website), (together, the Services) from us (referred to as “you” or “your”), and collectively the Parties.

These Terms form the agreement under which we will supply the Services to you. Please read the Terms carefully. Please contact us if you have any questions. Our contact details are at the end of these Terms.

You accept our Terms by (i) ticking the online acceptance box; (ii) confirming by email that you accept the Terms; (iii) instructing us to proceed with the Services: or (iv) paying any deposit or making full or part payment for the Services. Purchasing Services from us indicates that you have had sufficient opportunity to read the Terms and contact us, that you have read, accepted and will comply with the Terms, and that you are 18 years or older, or have the consent of a legal guardian who is 18 years or older. You must not order products or services from us if you are under 18 years of age or do not have the consent of a legal guardian who is 18 years or older. If you do not agree to the Terms, please do not use or purchase our Services.

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The person making the online/telephone Booking must be over 18 and in making the Booking guarantees that they have authority to accept and do accept on behalf of all parties detailed on the Booking, and these Terms. By making the Booking you guarantee you will pay to us the total cost of the Booking. A deposit from $150 per person for accommodation only Bookings, a deposit from $250 per person for escorted tours (please note that a higher deposit will be required if we also book your international airfares outbound ex. Australia, or from $500 per person for package holidays that include flights, accommodation and transfers (please note a higher deposit may be required depending on the type of international airfare booked). The amount of the deposit will be advised at the time of Booking and can include the full price of the airfare as set out in the Booking Conditions), or full payment of the Booking price if you submit your Booking within ten weeks of departure, plus insurance if appropriate, is payable at the time of Booking. Please note that the deposit may be increased depending on the airline, type of airfare, accommodation and/or country you are travelling to, as set out on the Website. You will be advised of the amount of the deposit payable at the time of Booking, however if you make your Booking on our Website, we may contact you up to 72 hours after the Booking has been made and advise of any increases. The total balance of the cost of your Booking (including any applicable surcharge) is due by the balance due date notified to you. If the deposit or balance is not received by us in full by the applicable due date, we reserve the right to treat the Booking as cancelled by you and levy cancellation charges as described in Section 4 of these Booking Conditions. We do not send reminders of monies owing. Your Booking is confirmed and a binding contract between us and you comes into existence when we have received payment of the deposit or the full cost of your Booking (where applicable), and we issue you with a Confirmation confirming the details of your Booking (which will be sent to you or your travel agent).

Contact us immediately (within ten days of receipt) if any information which appears on the Confirmation or any other document is incorrect or incomplete so that the error can be investigated. We will do our best to rectify any mistake or omission notified to us within the time limit specified above if the error was our fault, but you must meet any costs involved in our doing so if the error was your fault. If we are notified of inaccuracies or errors more than 10 days after you have received your Confirmation, any costs to amend the Booking will be your responsibility. We reserve the right to retain your deposit and decline to issue a Confirmation at our absolute discretion.

Credit and Debit Cards: You may make payment by debit or credit card and a charge is applicable to all credit card transactions, currently; Mastercard Credit: 1.43% and Visa Credit: 1.57%. Please note we currently cannot take AMEX cards. All card charges are subject to change.

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The prices shown on this Website are in Australian dollars and priced per person unless otherwise stated. We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of holidays which are part of your Booking. Flight prices fluctuate daily and may also increase with scheduled airlines and during peak travel periods. Ultimately the nearer to your date of departure that you book your holiday, the higher the flight costs will be, therefore increasing your holiday price. We always recommend you book early to take advantage of the lower flight prices and to avoid disappointment. You will be advised of the current total price of the holiday that you wish to book before you confirm your Booking and a contract is created. All our prices (including flight and hotel supplements) are per person and are based on the shared occupancy of double or twin-bedded rooms. Alternative accommodation supplements are given with the individual holiday details and all accommodation supplements are priced per person per night. If a third week is free, this will still be subject to any room supplements.

The price of your confirmed holiday is subject at all times to changes in (i) transportation costs, including the cost of fuel; or (ii) dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or (iii) the exchange rates used to calculate your arrangements. Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of $2.00 per person. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements (excluding insurance premiums and any amendment charges), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of monies paid, except for any amendment charges or insurance premiums. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the invoice. If you do not tell us that you wish to cancel within this period of time, we are entitled to assume that you do not wish to cancel and you will pay the surcharge. Any surcharge must be paid with the balance of the cost of the holiday or within 14 days of the issue date printed on the surcharge invoice, whichever is the later. We will not levy a surcharge within 30 days of your departure date. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

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Should you or any member of your party need to cancel your booking, or any part of it, once it has been confirmed, you must notify us in writing. The charges which we will impose are set out below, and their level will depend on when we receive your written notification of cancellation. Any amendment fees, insurance premiums, airport taxes or higher level deposit paid cannot be refunded and are payable in full.
Period pre departure at which notice of cancellation is received:Cancellation Charge
More than 70 daysDeposit only plus any additional cancellation charges levied by our suppliers (Up to 100% of booking value)
69 - 43 days70% of the cost of the booking plus any additional cancellation charges levied by our suppliers (Up to 100% of booking value).
42 - 29 days 80% of the cost of the booking plus any additional cancellation charges levied by our suppliers (Up to 100% of booking value)
28 - 15 days90% of the cost of the booking plus any additional cancellation charges levied by our suppliers (Up to 100% of booking value)
14 - 0 days100% of the cost of the booking.

Please note that any services booked through us and supplied by Holiday Extras are non-refundable, in accordance with Holiday Extras own terms and conditions. Therefore in the event of cancellation, no refund will be given to you on that part of your booking. Note: cancellation charges above are shown as a percentage of holiday cost (excluding insurance premiums or amendment fees). Please ensure that you are in receipt of written confirmation from us of your cancellation. Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Airport taxes are not refundable if your holiday is cancelled. Please be advised that if you pay 50% of the cost of your holiday at the time of booking then this is a non-refundable deposit. For flight inclusive bookings, you must in addition pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.

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Requests to change your Booking after Confirmation (e.g. transferring to a different hotel, departure date or airport) must be made in writing, but we are not bound to comply with such requests. If additional people are added to your Booking, they are added on the understanding that they have also accepted these Booking Conditions and will pay any additional costs. Where we can meet a request for a change to your holiday we will issue a revised holiday invoice and Confirmation. To avoid incurring booking service changes at a later date, please remember to book all additional items when you make a Booking. All amendments/alterations will incur the following charges:

A. An amendment fee of from $50 per person for all destinations will be payable together with any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. If you amend your Booking in any way (subject to (B) below) less than ten weeks before your original departure date this will be treated as a cancellation by you and the cancellation charges shown in clause 4 above will apply. Any new arrangements you request will be treated as an entirely new Booking.
B. If you or a member of your party is prevented from travelling, that person may transfer their place to someone else (introduced by you) up to 28 days before the departure date subject to the following conditions:

1. the reason for such a transfer is personal illness which prevents you from travelling, death or serious illness of a close family relative, redundancy or unavoidable work commitments, jury service; and
2. you provide documentary proof such as a Doctor's Certificate of the reason for your wish to transfer; and
3. you, or the transferee, pays any balance due before the transfer is finalised: and
4. the transferee meets any conditions which may apply to the holiday and agrees to these Booking Conditions: and
5. you request the transfer in writing and provide full details of the transferee together with documentary proof and return to us all existing documentation.

Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with the amendment fee of $50 per person for all destinations must be paid before the transfer can be effected.

NOTE. Certain arrangements (e.g. flights) may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of those arrangements. In some cases any changes made may mean you have to pay for the cancelled arrangements and purchase new ones at full cost.

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We start planning the holidays many months in advance. Whilst it is unlikely that we will have to cancel your holiday or make changes to it, occasionally we may have to do so. We also reserve the right to make changes to or correct errors in our brochure, and on our Website. Further, your flight details may change, or a hotel may close down. However we will not make any significant changes (as described below) to or cancel your confirmed holiday arrangements less than 28 days before departure, unless we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or (in the event that we cancel) because you have failed to pay for your holiday in accordance with these Booking Conditions.

A significant change is a change made before departure which, on the basis of the information given to us by you at the time of making your booking, we can reasonably expect will have a major effect on your holiday. The following changes are examples of significant changes:

  • A reduction in the number of nights of your holiday.
  • A change to your resort area or your accommodation to a lower brochure category for the full duration of your stay.
  • A change to your date of departure.
  • A change from a day flight to night flight (providing time of departure is changed by more than 8 hours for short-haul and 12 hours for long-haul). A night flight which is changed to depart after or before midnight is not a change of date.

If we have to cancel or make a significant change to your arrangements, we will give you the following choices:

a. Accepting the changed arrangements as notified to you;
b. Purchasing another holiday from us, of a similar standard to that originally booked if available (with you paying, or receiving a refund in respect of, any price difference); or
c. Cancelling or accepting the cancellation and receiving a full and prompt refund of all monies paid to us.

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the alternative booking arrangements.

If we make a significant change or cancellation less than 28 days before departure, we will also pay compensation as detailed below:

Period before departure a significant change
or cancellation is notified to you:
Compensation pp (excluding infants):
28-15 days$20
14 days or less$40

The compensation that we offer does not exclude you from claiming more if you are entitled to do so. We will not pay you compensation where we make a significant change or cancel more than 28 days before departure or in the event that we are forced to make a significant change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even using all due care.

A change of overseas airport or return flight time of less than 12 hours will not be a significant change. Where your airport is changed we will transport you from your overseas accommodation to your alternative overseas airport.

The above sets out the maximum extent of our liability for changes and cancellations and, subject to your rights under the Australian Consumer Law, we regret we cannot meet any expenses or losses you may incur as a result of change or cancellation. Please note: where accommodation with a higher price than the original accommodation is offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if accommodation is offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.

Compensation will not be paid in respect of children staying at hotels for free and, where payable, will be paid on a pro-rata basis of the adult rate where children have received a reduced rate. We will not pay you compensation and the above options will not be available if we make a minor change or cancel as a result of your failure to make full payment on time or where the change(s) or cancellation by us arises out of alterations to the confirmed Booking requested by you.

Very rarely, we may be forced by "force majeure" (see clause 9) to change or terminate your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds (unless we obtain any from our suppliers), pay you compensation or meet any costs or expenses you incur as a result.

If we become unable to provide a significant proportion of the Services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.

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Where a flight or other transport arrangement forms part of your Booking with us, if you or any member of your party miss the flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.

In accordance with the Australian Consumer Law, in the event that you experience difficulty or the occurrence of circumstances contrary to what was advertised in our Website, brochures, Booking, Confirmation or these Terms, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. We are not responsible for any fault including delays or cancellations by our suppliers such as airlines or other transport suppliers and in the event of such fault you should make a claim directly with such supplier. Subject to the Australian Consumer Law and these Terms, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.

If you travel abroad, you may have rights under the laws of that international location. If you are travelling within the jurisdiction of the European Union (EU), you may have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Under the Denied Boarding Regulation (EU) under EC 261/2004, if you have been denied boarding, your flight has been cancelled or it has been significantly delayed, you may have a claim against the airline for provision of food, drinks or substitute accommodation if applicable. We suggest you contact the airline, or obtain your own independent legal advice to see if this applies to you. If you have been denied boarding in Australia and you believe you have not been treated fairly, you should contact the Australian Competition and Consumer Commission or Airline Customer Advocate. We have no liability to you in these circumstances whatsoever and your claim for this assistance and any compensation must be made directly to the airline. Any liability of an airline under EU 261/2004 or other international equivalent legislation will not automatically entitle you to a refund of your holiday price from us. Your right to a refund and/or compensation from us is set out in these Terms. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. You are reminded that captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The captain or other authorised representatives of an airline can refuse to carry anyone if they are unruly or otherwise fit to travel. If you are refused carriage in these circumstances your holiday will terminate immediately and our liability will be limited in accordance with clause 8 of these Terms.

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1. ACL: Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of Services by us to you which cannot be excluded, restricted or modified (Statutory Rights). Our liability is governed solely by the ACL and these Terms.
2. Services: If you are a consumer as defined in the ACL, the following applies to you: We guarantee that the Services we supply to you are rendered with due care and skill; fit for the purpose that we advertise, or that you have told us you are acquiring the Services for or for a result which you have told us you wish the Services to achieve, unless we consider and disclose that this purpose is not achievable; and will be supplied within a reasonable time. To the extent we are unable to exclude liability; our total liability for loss or damage you suffer or incur from our Services is limited to us re-supplying the Services to you, or, at our option, us refunding to you the amount you have paid us for the Services to which your claim relates.
3. Delay: Where the provision of Services depends on your information or response, we have no liability for a failure to perform the Services in this estimated period, which is affected by your delay in response, incomplete or incorrect information.
4. Referral: On request by you, we may provide you with contact details of third party specialists. This is not a recommendation by us for you to seek their advice or to use their services. We make no representation or warranty about the third party advice or provision of services, and we disclaim all responsibility and liability for the third party advice or provision of services, or failure to advise or provide services.
5. Warranties: To the extent permitted by law, we exclude all express and implied warranties, and all material and work is provided to you without warranties of any kind, either express or implied. We expressly disclaim all warranties including but not limited to implied warranties of merchantability and fitness for a particular purpose.
6. Liability: To the extent permitted by law, we will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

a. The act(s) and/or omission(s) of the person(s) affected;
b. The act(s) and/or omission(s) of a third party connected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
c. Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
d. an event which either ourselves or our suppliers could not, even with all due care, have foreseen or forestalled.
7. Limitation: our total liability arising out of or in connection with our Services, however arising, including under contract, tort, including negligence, in equity or statute or otherwise, will be limited to the following:

a. loss of and/or damage to any luggage or personal possessions and money. The maximum amount we will have to pay you is $50 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
b. Claims not falling under (a) above or involving injury, illness or death
The maximum amount we will have to pay you is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your holiday.
c. Claims in respect of international travel by air, sea and rail, or any stay in a hotel, are, subject to the Australian Consumer Law, limited by the applicable international convention, including but not limited to the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, for the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into these Booking Conditions.
d. In any circumstances in which a carrier is liable to you by virtue of the Australian Consumer Law, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Australian Consumer Law as if (for this purpose only) we were a carrier.
e. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
8. It is a condition of our acceptance of liability under this clause, and under our complaints procedure, that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these Booking Conditions.
9. Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
10. Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your Booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) any business losses.
11. We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure or our Website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

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Except where otherwise expressly stated in these Booking Conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of force majeure. In these Booking Conditions, force majeure means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid including, but not limited to, war or threat of war, riot, civil strife, hostilities, political unrest; government action; industrial dispute; natural or other disaster; nuclear incident; terrorist activity; adverse weather conditions; closure of airports; fire; flood; drought; re-scheduling; or cancellation of flights or alteration of the airline; or aircraft type by an airline and unavoidable technical problems and all similar events outside our or the supplier(s) concerned’s control. Advice from DFAT to leave a country may constitute Force Majeure.

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We do our best to make your holiday a success. However in the event that you should wish to complain about any aspect of your holiday, we ask that you please let us and the suppliers know as soon as possible. Please contact the supplier following their complaint procedure.

You must contact us using the contact details below, quoting your reservations booking number and detailing your complaint or complete any feedback form that we may make available to you. We will acknowledge your complaint within 3 business days of receiving it. We may need to request additional information from you to assist with our investigations. The matter will then be investigated and we will inform you of the outcome within 10 business days of receipt. We will also maintain communication with you throughout our investigation. We may be unable to complete our investigation within the 10 business day period if we are waiting for a response from you which we have told you is required. In this case we will inform you of the reason for the delay and specify a date when a decision can reasonably be expected. We will provide you with the above information in writing unless it has been mutually agreed that it can be given orally. Any attempts to resolve a complaint pursuant to this clause are without prejudice to any other rights or entitlements you have under these Terms, by law or in equity including your right to lodge a complaint with the ATAS Compliance Manager or your local state or territory consumer affairs agency, court or tribunal.

If you are dissatisfied with the outcome we have proposed to you, you must advise us within 15 business days of being advised of the outcome of our investigation. We will then refer your complaint to the ATAS Compliance Manager within 3 business days of you notifying us. If we refer your complaint to the ATAS Compliance Manager, we will inform you of this fact as well as the process involved, including timeframes and contact details. If your complaint is not accepted by ATAS, you will be referred to your local consumer protection agency, court or tribunal. If your complaint is accepted, the ATAS Compliance Manager will investigate the matter and notify you in writing of their findings within 45 days of receiving the complaint.

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For your information, our flights are scheduled to be operated by: Air Asia, Air Canada, Air India, Air Mauritius, Air New Zealand, American Airlines, Cathay Pacific, China Airlines, China Eastern Airlines, China Southern Airlines, Emirates, Etihad Airways, Jet Airways, Jetstar, Latam Airlines Group, Malaysia Airlines, Qantas, Scoot, Silkair, Singapore Airlines, South African Airways, Sri Lankan Airlines, Tiger Airways, Thai Airways, United Airlines, Vietnam Airlines and Virgin Australia, using a range of Boeing, Airbus and Macdonald Douglas aircraft. We reserve the right to substitute alternative carriers and/or aircraft types if necessary. In-flight services and flight plans may be subject to alteration if changes occur. All flights operate a no smoking policy. On some airlines there may be a charge for sail boards, golf clubs, other sporting equipment, wedding dresses, SCUBA diving equipment or other items such as bicycles or musical instruments.

Please note that Bookings on "no frills" carriers, including but not limited to, Air Asia, Jetstar and Tiger Airways, do not automatically include luggage. If you choose to include luggage (at an additional fee) the allowance will vary dependent on the carrier, unless you choose to not include a bag on your flight. "No frills" carriers operate a buy-on-board service. If you make a Booking from an advert in the national press the prices shown do not include bags.

Flight timings planned are also given for your guidance but your actual flight timings will be those shown on your airline tickets or E-TICKET itinerary (although it is possible that even these timings may change), and you should check tickets or E-TICKET itinerary carefully as soon as you receive them.

We may substitute alternative airlines and/or aircrafts and/or airports of destination if necessary, in which case you cannot transfer to another holiday or cancel without incurring normal cancellation charges - see sections 4 and 5. Any such change will be a minor one, not entitling you to compensation. Where travel is by scheduled air flights, these will be in economy class. This Website is published on the sole responsibility of the tour operator, it is not published on behalf of and does not commit the airline mentioned therein or any airline whose services are used in the course of these holidays. Please note that certain departure times will be affected by the clocks changing in the Spring and again in the Autumn. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.

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A number of Governments are introducing new requirements for air carriers to provide personal information about all travellers on their aircraft to the Authorities before the aircraft leaves Australia. The data will be collected either at the airport when you check-in or in some circumstances when, or after, you make your Booking. Accordingly, you are advised to allow extra time to check-in for your flight.

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We consider adequate travel insurance to be essential and strongly recommend that all customers travelling with us are adequately covered for the duration of their travel arrangements. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising.

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Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 8). Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.

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Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of Australia. As a general rule, these requirements and standards will not be the same as Australia and may sometimes be lower. We therefore advise clients to take all reasonable precautions whilst on holiday and, in particular to familiarise yourself with hotel fire escape routes.

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Child prices/reductions (reductions are off of the full adult price) apply to a maximum of 2 children (aged 2-11 years inclusive for hotels and self-catering) sharing a room with two full fare paying adults unless otherwise stated. All children must pay appropriate premiums and supplements such as half board and sea view where applicable. Where hotels offer FREE stays for children these are subject to availability and all other child terms and conditions still apply.

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We agree to comply with the legal requirements of the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) (Privacy Act) and any other applicable legislation or privacy guidelines. The Privacy Policy on our Website sets out how we collect, use and protect your personal information.

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Information posted on our Website and detailed in our brochure is published in good faith and is updated regularly. However, we cannot guarantee the completeness and accuracy of this information. Prices and other holiday details shown are provided as guidance only but, in the event of any inaccuracy or discrepancy, the price quoted and details given at the time of Booking will be applicable. We recommend you contact us using the contact details below if you are in any doubt or have any queries before acting on any information on our Website or in our brochure. Changes and errors sometimes occur. Please check the price and other details of your chosen holiday at the time of Booking.

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We can give you general information about passport, visa and health requirements for the holiday you book. However it is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. Requirements may change and you must check the up-to-date position in good time before departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure. Most countries now require passports to be valid for at least 6 months after your return date, please contact the Australian Passport Information Service (APIS) on 131 232 for the cost of a local call. Hours of Operation are (EST) 8am to 8pm weekdays and 8:30am to 5pm weekends. Non-Australian passport holders should obtain up-to-date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. The cost of a Visa will be confirmed on application.

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In the event of a costing error being given either by our reservations/internet system or appearing on the confirmation invoice, the price costings as they appear in the brochure or relevant late availability offer will prevail. Please note that any contract entered into upon an obvious mistake, such as a wrong costing is not valid or binding.

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All guests staying with us are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of other guests. If in our opinion or in the opinion of any hotel manager or any other person in authority, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any of our other guests or any third party or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your Booking arrangements with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other service will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure from the hotel. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your Booking arrangements or with us.

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If you wish to make a special request, you must do so at the time of Booking. We will try to pass any reasonable requests on to the relevant supplier but we cannot guarantee that requests will be met. The fact that a special request has been noted on your confirmation invoice or any other documentation or that it has been passed on to the supplier is not confirmation that the request will be met. Failure to meet any special request will not be a breach of contract on our part unless the request has been specifically confirmed. If you or any member of your party has any medical problem or disability which may affect your chosen holiday arrangements, you must give us full details in writing at the time of Booking. For further assistance, please call our team using the contact details below.

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These terms are governed by the laws of New South Wales and the Commonwealth of Australia. Each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in New South Wales.

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Guests on an All-Inclusive package normally take all meals at one specific restaurant. Other advertised restaurants may be at a supplement unless otherwise stated. Details of your package will be explained shortly after arrival in resort. Drinks included within the package may only be available from certain locations within the hotel, and may be at a supplement if obtained from other outlets. Unless otherwise stated mini-bars are not included within the All-Inclusive package. Time and measurement stipulations may apply. Bottled Water is not included unless stated. Please note that regardless of your board basis and in keeping with local traditions and customs, some of our hotels will not serve alcohol at all on or during certain religious festivals and holidays; this is especially true of Ramadan in Islamic countries and the Poya holidays in Sri Lanka. Please note that, in Islamic countries during the Ramadan fasting period each year, hotel facilities and All-Inclusive packages may be curtailed or only available at certain times. Likewise you may find that bars, restaurants and other facilities in your resort are not open as normal. We suggest you check with the relevant Tourist board in your destination prior to travel to see if your holiday may be affected. A list of Ramadan Periods in forthcoming years is available here.

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Single travellers may avoid paying a single supplement in certain allocated rooms at selected hotels. These rooms are strictly available for single travellers. Once the available rooms without single supplement are full, a single supplement will be applicable.

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Free room upgrades are available at a selection of hotels and are subject to availability but are not applicable to single travellers.

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Although a property may describe itself as having air-conditioning, it may only function during the hotter months in the year and in some properties, whatever the temperature, this may not be until May.

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As the weather is so unpredictable we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions or for reasons of force majeure (see section 10). For more details on the temperature, sunshine and rainfall in our destinations, please see the weather section of the relevant country. These charts are for your guidance only and are based on the capitals of the country.

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DFAT produces up-to-date travel information through Smartraveller to ensure the safety of clients, for further information please visit http://www.smartraveller.gov.au/ or Tel: 1300 555 135 (within Australia) or +61 2 6261 3305 (from overseas).

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All the hotels displayed have been chosen & inspected by one of the directors or senior members of staff of this company and star ratings for all our hotels have been allocated by our own company for your guidance & do not necessarily reflect the local official classification. Our classifications are as follows:
  1. Two Star - Standard medium class.
  2. Two Star Plus - Standard plus medium class.
  3. Three Star - Medium class.
  4. Three Star plus - Superior medium class.
  5. Four Star - Standard first Class.
  6. Four Star Plus - Standard plus first class.
  7. Five Star - Superior first class.
Additional properties will be available on the website which have not been inspected by a member of our staff, we are therefore reliant on information provided to us in good faith.

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The name on the passport must match the name on the ticket, otherwise you may not be able to travel and insurance may be invalid. If, after booking a holiday but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can make the necessary changes to your holiday documentation. A fee may be payable.

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Certain hotels may request a credit card/deposit at check in to cover any additional extras.

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Please be advised late checkout is only relevant to the time you checkout, for example, if you are staying on all-inclusive this will not be continued past normal checkout hours.

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The prices of Services and other charges shown on our Website are in Australian dollars, priced per person and are current at the time of display. All prices can be withdrawn or varied without notice. Please consider that the prices in the brochures and newsletters are based on the lowest airfares available at the time of going to print. Flight prices fluctuate daily and may increase with scheduled airlines and during peak travel periods. Ultimately, the nearer to your date of departure that you book your holiday, the higher the flight costs may be, therefore increasing your holiday price. We recommend you book early to take advantage of the lower flight prices and to avoid disappointment.

The prices and information featured in our brochures and shown on our Website are given as guidance only. In the event of any online inaccuracy or discrepancy, the price quoted by our in-house booking system will be taken as the valid price for the holiday in question at the time of the quote. We reserve the right to change any quoted prices. Accordingly, it is possible the price of your holiday will change between receiving your quote and the time of Booking. We will provide the correct price at the time of Booking. We reserve the right to correct errors at any time after the quote is given but before the Booking is made. Once you have made your Booking and paid a deposit or made full payment, we will only vary the price in the following circumstances:

(i) in the event of increases in transportation costs (for example any aviation insurance and security levy, fuel, scheduled air fares and any other airline surcharges which are part of the contract between airlines (and their agents) and the tour operator) and/or in any duties, taxes, or fees payable for services such as landing taxes or embarkation or disembarkation fees at ports or airports; or
(ii) where the costs increase as a result of any adverse changes in the exchange rates, which have been used to calculate the cost of your holiday.

Price increases after Booking will be passed on by way of a surcharge (see clause 3 of our Booking Conditions).

Please bear in mind that from time to time certain facilities, including optional excursions, swimming pools, restaurants and entertainment may be withdrawn or cruise itineraries altered due to lack of demand, weather conditions, essential maintenance work or other circumstances outside of our control. Certain facilities, such as indoor pools being heated in winter where shown, are at the hotel’s discretion.

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1. The voucher code is an offer from us and may only be used by Australian residents aged 18 and over.
2. Any voucher code beginning with XY may be used against the value of any Mercury Holidays package holiday booking made online at www.MercuryHolidays.com.au up to 28 days after the code was sent by us.
3. Voucher codes cannot be redeemed against flight only Bookings and only one voucher code may be used per Booking.
4. The discount applicable from this voucher code is valid for all people aged 12 or above, the discount does not apply to infants or children aged 11 or less.

The voucher code may not be used with other voucher codes, discount coupons, promotions or special offers.

5. The voucher code cannot be redeemed against taxes, supplier fees, cancellation or change penalties, administrative fees or other miscellaneous charges, which are the sole responsibility of the customer.
6. The voucher code is valid for new Bookings only and cannot be used for any Booking previously made. The voucher code will be considered to be fully redeemed once a qualifying Booking has been made. The voucher code may not be re-used, even in the event that you change or cancel the Booking. The voucher codes must be used at the time of Booking and cannot be used retrospectively.
7. The voucher code has no cash value and no refunds or cash alternative will be offered. Improper use of the voucher code by you including but not limited to publication or selling of the voucher code is prohibited and may constitute fraud.
8. This voucher code is published by us and may not be published on any other websites without our prior consent.
9. This voucher code is available to our direct clients and may not be used by travel agents booking on www.MercuryHolidays.com.au
10. Usual booking terms and conditions apply and all Bookings are subject to availability.
11. The voucher code may not be used by our employees, or any other person professionally connected with this promotion.
12. We reserve the right to vary the voucher code conditions of use or to withdraw the voucher code at any time. Our decision is final in all matters relating to this promotion.
13. We are the promoter of this offer.
14. These Terms shall be governed by and construed in accordance with the laws of New South Wales and the Commonwealth of Australia.
15. Loyalty and introduction discounts are not combinable with any other discount codes or any other special offers. Discounts are applicable for adults 12 years and over and only one is valid per person.

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Whilst you are away on holiday you may be offered the opportunity to buy optional excursions and activities. These are provided by independent local companies, which are neither owned nor controlled by us, and for whom we act only as an agent. If you decide to buy an excursion or activity, your contract will be made with the local company which provides it and it will not form part of your package with us. The contract may be subject to the excursion/activity provider's terms and conditions, some of which may exclude or limit its liability to you, and will be governed by local law and jurisdiction. We accept no liability for any breach of contract or negligent act or omission of any excursion/activity provider. Some excursions/activities may contain an element of risk or require a good level of physical fitness, and, if in doubt, you should make direct enquiries with the local provider, before deciding to buy and check that you are covered by your travel insurance policy.

Please note that in some resorts we do work closely with some excursion providers and we may occasionally provide them with our branded equipment, such as clothing and stationary etc, to make it easier for our guests to identify these excursion providers. We may also provide details of certain excursion providers in our welcome packs provided to guests upon arrival at the resort. This does not suggest any association or recommendation of these excursion providers by us.

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Where you book an escorted tour with us, the following terms apply in addition to our general Booking Conditions:

Passport, visa and health requirements

It is your responsibility to ensure you comply with all passport, visa, health and immigration requirements applicable to your chosen tour and we can only give you general information about this. Requirements may change and you must check the up to date position in good time before departure. It is your responsibility to ensure that you are in possession of all necessary travel and health documents before departure.

Changes and Cancellations by Us

If we have to cancel or make a significant change to your arrangements, we will give you the following choices:

  • Accepting the changed arrangements as notified to you.
  • Purchasing another tour from us, of a similar standard to that originally booked if available (with you paying or receiving a refund in respect of any price difference).
  • Cancelling your Booking or accepting the cancellation and receiving a full and prompt refund of all monies paid to us.

A significant change is a change made before departure which, on the basis of the information given to us by you at the time of making your Booking, we can reasonably expect will have a major effect on your holiday. The following changes are examples of significant changes:

  • A reduction in the number of nights of your tour.
  • A change to your resort area or your accommodation to a lower brochure category for the full duration of your stay.
  • A change to outward departure time or overall length of your arrangements of twelve or more hours.
  • A change from a day flight to night flight (providing time of departure is changed by more than 8 hours for short-haul and 12 hours for long-haul). A night flight which is changed to depart after or before midnight is not a change of date.
  • A change of Australian departure airport.

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the alternative booking arrangements.

If we make a significant change or cancellation less than 28 days before departure, we will also pay compensation as detailed in our Booking Conditions.

Please note that the above options and/or compensation (including any reimbursement of independent travel arrangements) shall not be payable in the following circumstances:

  • Where the change we make is a minor change.
  • In the event that we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even using all due care.
  • Where we cancel as a result of your failure to make full payment on time.
  • Where the change(s) or cancellation by us arises out of alterations to the confirmed booking requested by you.
  • We cancel your arrangements because the minimum number of participants to run the tour has not been reached. (We will tell you if we have to cancel for this reason not less than 28 days before departure).

Flights:

If you or any member of your party misses a flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact the airline or other transport supplier concerned immediately who may be able to assist with the provision of refreshments, depending on availability of suitable facilities at the airport. If your flight is delayed due to reasons of force majeure we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. You should ensure that your own travel insurance policy provides a reasonable level of cover for such eventualities.

Under EU Law (EC261/2004), you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights, if this occurs within EU jurisdiction. You should approach the airline concerned not us, as these regulations apply to the airline not the tour operator. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.

We will not offer compensation for inconvenience or loss of holiday time caused by flight delays, flight diversions or curtailment regardless of how caused. Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package resulting from flight changes, delays or diversions, which should be claimed on your own insurance policy.

Please note that flight details given at time of Booking may be subject to change. We aim to make this as accurate as possible from the start. We will monitor all changes which affect your departure by a considerable time or significantly affects the tour itinerary. Final timings will be sent approximately 10 days before you travel.

Conditions of Suppliers:

Many of the services which make up your tour are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, in accordance with any applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us. Please note that in some resorts we do work closely with some excursion providers and we may occasionally provide them with our branded equipment, such as clothing and stationary etc, to make it easier for our guests to identify these excursion providers. We may also provide details of certain excursion providers in our welcome packs provided to guests upon arrival at the resort. This does not suggest any association or recommendation of these excursion providers by us.

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Why Mercury Holidays?

  • ExperienceEstablished holiday specialists for over 30 years
  • SafetyAll package holidays are financially protected
  • We look after youRepresentatives in resort 24/7
  • Lowest pricesOr your money back guarantee

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