ULTIMATE TRAVEL GROUP PTY LTD – TERMS & CONDITIONS - AUSTRALIA
High Importance
Please read the following Terms and Conditions carefully, as they set out the basis upon which bookings are accepted by Ultimate Travel Group Pty Ltd trading as Ultimate Cruising in both Australia and New Zealand.
1. General
1.1 In these Terms and Conditions, references to Ultimate Cruising mean Ultimate Travel Group Pty Ltd ABN 24 003 926 369 and any associated entities. References to the Client include any person seeking Ultimate Cruising’s services and/or making a booking with Ultimate Cruising, including all persons named or travelling under that booking.
1.2 A Client must not make a booking unless they are 18 years of age or older and have read, understood and agreed to these Terms and Conditions.
1.3 If the Client makes a booking on behalf of any other person, Ultimate Cruising is entitled to rely on the Client’s authority to bind all such persons to these Terms and Conditions. The Client will be deemed to have accepted these Terms and Conditions on behalf of all persons included in the booking.
1.4 If the Client does not understand any part of these Terms and Conditions, they should seek advice from an appropriately qualified person before proceeding.
1.5 When the Client first makes any payment toward a booking, the Client represents that they have authority from all passengers under that booking to accept these Terms and Conditions on their behalf. Parents or legal guardians accept these Terms and Conditions on behalf of their children, including children travelling separately. Once Ultimate Cruising has received payment on a booking, an agreement on these Terms and Conditions comes into effect between Ultimate Cruising and all passengers under that booking.
1.6 Certain laws, including the Competition and Consumer Act 2010 (Cth) and any applicable State or Territory consumer legislation (together, Consumer Laws), apply for the protection of consumers. These Terms and Conditions do not exclude, restrict or modify any rights or remedies which cannot lawfully be excluded, restricted or modified under those laws.
2.Passports, Visas and Travel Documentation
2.1 All international travellers must hold a valid passport and obtain any required visas, permits, vaccination certificates or other travel documentation necessary for each destination on their itinerary.
2.2 The Client is responsible for complying with all passport, visa, health, immigration, quarantine, customs and other travel requirements of the countries to be visited or transited.
2.3 Some countries require that passports be valid for at least six (6) months beyond the date of return and/or be machine-readable.
2.4 Without the necessary passport, visas, health clearances or other documentation, local authorities or suppliers may deny boarding, deny entry, prevent the Client from going ashore, impose fines, or refuse access to ports or destinations. In such cases, no refund will be available unless otherwise provided by law or by the relevant supplier.
2.5 For international cruises, passports are required for all guests and must be valid for a minimum of six (6) months beyond the cruise return date. Travel on international cruises will not revalidate any Australian or New Zealand re-entry visa.
2.6 For domestic cruises that do not visit a foreign port, a valid passport or government-issued photo identification may be required.
2.7 Ultimate Cruising recommends that Clients consult the Australian Department of Foreign Affairs and Trade, including Smartraveller, or the relevant government authority in their country of residence for current travel advice.
3. Products and Services
3.1 Ultimate Cruising acts as an agent for the products and services of various cruise lines, airlines, accommodation providers, tour operators and other principal suppliers. Ultimate Cruising is not the provider of those products and services.
3.2 As an agent, Ultimate Cruising derives income from commissions and service fees.
3.3 All products and services arranged by Ultimate Cruising are supplied by third parties believed to be reputable. However, all such bookings are subject to the terms, conditions and limitations imposed by the relevant supplier, including terms that may exclude or limit liability in relation to death, injury, delay, loss or damage.
3.4 In addition to these Terms and Conditions, the Client should read the terms and conditions of the relevant suppliers carefully. If the Client is unsure about any supplier condition, they should seek appropriate advice.
3.5 Ultimate Cruising does not warrant or guarantee the standard, quality, suitability or fitness for purpose of any product or service supplied by a third party. Any legal recourse the Client may have in relation to those products or services is against the supplier and not Ultimate Cruising, except to the extent required by law.
3.6 Any arrangements made directly by the Client with a supplier, or through another travel provider, are the Client’s own responsibility and at the Client’s own risk.
3.7 After the Client’s travel has commenced, Ultimate Cruising will not refund any unused part of the holiday package, including but not limited to meals, transfers, accommodation, tours or other components, unless otherwise required by law.
4. Itineraries and Schedule Changes
4.1 Many factors may affect Ultimate Cruising’s or its suppliers’ ability to deliver a particular itinerary. These factors include weather, mechanical issues, industrial action, civil unrest, health events, government restrictions and other unforeseen circumstances.
4.2 Ultimate Cruising will use reasonable endeavours to provide travel arrangements in accordance with published schedules and itineraries, but itineraries are not guaranteed and do not form part of the contract.
4.3 Because itineraries are not guaranteed, the Client should not make important arrangements, appointments or commitments based solely on proposed itinerary timings.
4.4 If Ultimate Cruising makes a significant change to the departure or disembarkation destination of the Client’s cruise itinerary prior to departure and that change arises from circumstances within Ultimate Cruising’s control, the Client may be offered:
- a new itinerary; or
- an alternative cruise of comparable standard, if available.
4.5 The Client acknowledges that there is no guarantee that any associated supplier arrangements, including flights, accommodation or transfers, will be refundable in the event of a change to the cruise itinerary.
5.Travel Insurance
5.1 Ultimate Cruising strongly recommends that all Clients obtain comprehensive travel insurance at the time of booking.
5.2 Many suppliers require that the Client holds adequate travel insurance. If the Client does not obtain travel insurance, a supplier may refuse boarding and no refund may be available.
5.3 Travel insurance should include cover for cancellation charges, loss of deposits, medical and repatriation expenses, personal injury, death, baggage, money and personal liability.
5.4 The Client agrees not to hold Ultimate Cruising responsible for any decision made by an insurer or supplier in relation to insurance claims or cover.
5.5 Ultimate Cruising may require the person responsible for the booking to confirm, on behalf of all passengers, that they have been advised of the need to hold adequate travel insurance.
6. Health and Fitness
6.1 The Client is responsible for ensuring that they are aware of any health requirements applicable to the destinations they visit, including vaccinations and medical documentation.
6.2 If the Client or any member of the travelling party has a medical condition, physical disability or requires special assistance during travel, Ultimate Cruising must be advised at the time of booking.
6.3 Failure to disclose relevant medical or mobility issues may release Ultimate Cruising from liability arising from or related to those circumstances, to the extent permitted by law.
6.4 Ultimate Cruising or its suppliers may require the Client to complete a health questionnaire where a medical condition requires ongoing treatment, medication or special care.
6.5 By making a booking, the Client warrants that they and those travelling with them are fit to travel at embarkation.
6.6 Ultimate Cruising or its suppliers may, at their discretion, refuse or cancel a booking if a guest’s condition may seriously affect the health, safety or enjoyment of themselves or others.
6.7 Guests requiring personal assistance should travel with a companion or carer, as crew and medical staff are not able to act as personal carers.
6.8 Ultimate Cruising and its suppliers reserve the right to require that a guest who is not self-sufficient travel with a companion who assumes responsibility for required assistance during the voyage and in emergencies.
6.9 Ultimate Cruising does not accept any guest who will enter the 24th week of estimated foetal gestational age at any time during the cruise. Other pregnant guests may be required to provide a medical certificate confirming fitness to travel.
6.10 Participation in certain onboard or shore activities may be assessed by crew or supplier staff and may be refused at their discretion.
7. Prices, Taxes and Charges
7.1 All prices are subject to availability and change until confirmed.
7.2 Unless otherwise stated, prices are quoted in Australian Dollars (AUD).
7.3 Advertised and quoted prices may change at any time prior to departure, including after deposit or full payment has been made, where such change results from supplier amendments, currency movements, taxes, port charges, airfare changes, fuel surcharges or other third-party cost changes.
7.4 Government taxes, supplier-imposed charges, ticketing fees, fuel surcharges, exchange rate movements and other mandatory charges are payable by the Client and may alter the total booking value.
7.5 Some destinations may impose local city taxes, resort taxes or similar charges payable directly by the Client. Ultimate Cruising will advise the Client where known.
7.6 Ultimate Cruising reserves the right to pass on such additional charges, together with any applicable service fee and GST, at any time up to and including departure.
7.7 If Ultimate Cruising has already received payment in respect of a booking and a material price increase occurs, Ultimate Cruising will notify the Client. If the Client elects to alter or cancel the travel arrangements following such notice, amounts paid may be refunded less any supplier charges already incurred.
8. Holding Cabins, Deposits and Final Payments
8.1 Cabin Hold Fee
If the Client wishes to check and hold a cabin prior to paying a deposit, an initial cabin hold fee of $165 per person will be required.
8.2 If the Client proceeds with the booking, the cabin hold fee will be applied to the booking.
8.3 If the Client chooses not to proceed and relinquishes the held cabin, the cabin hold fee will be forfeited.
8.4 Ultimate Cruising will hold a cabin for a maximum of 24 hours, after which the Client must provide written confirmation to proceed or release the cabin. If no confirmation is received, Ultimate Cruising reserves the right to release the cabin.
Two-Stage Deposit Process
8.5 Where a deposit applies, Ultimate Cruising operates a two-stage deposit process.
8.6 Stage 1 – Service Fee
A 4.75% service fee of the total booking value per person is payable immediately at the time of confirmation by credit card. This fee is non-refundable and covers service and administrative support.
8.7 Stage 2 – Deposit Balance
The remaining deposit amount required for the booking must be paid within 48 hours of confirmation, either by credit card or direct deposit, unless otherwise advised at the time of booking.
IMPORTANT NOTE FOR CRUISE ONLY BOOKINGS - For cruise-only bookings, if the relevant cruise line’s required deposit is less than Ultimate Cruising’s standard 35% deposit, Ultimate Cruising may match that lower deposit requirement. However, the booking will still be subject to Ultimate Cruising’s two-stage deposit process, with the 4.75% service fee payable immediately by credit card at confirmation and the balance of the agreed deposit due within 48 hours of confirmation.
8.8 Where flights form part of the package, airfare costs may also be required at the time of confirmation and ticketing, unless otherwise specified.
Final Payment
8.9 Ultimate Cruising will note on the Client’s invoice the final payment date applicable to the selected cruise line or supplier as it stands at the time of booking (see 8.12).
8.10 The balance of the booking must be paid no later than 30 days prior to the final payment date required by the relevant cruise line or supplier.
8.11 Where a booking is made within 30 days of the cruise line’s or supplier’s designated final payment date, full payment will be required immediately at the time of confirmation.
8.12 Although these Terms and Conditions are intended to reflect the payment conditions applying to the booking at the time of confirmation, cruise lines and suppliers may amend their payment terms at any time.
8.13 Ultimate Cruising is required to comply with supplier payment conditions and reserves the right to amend the Client’s payment schedule if supplier terms change.
8.14 Where any change to the payment schedule is required, Ultimate Cruising will advise the Client as soon as reasonably possible and with as much notice as possible.
8.15 If any deposit, service fee or final payment is not received by the due date, Ultimate Cruising reserves the right to cancel the booking and the 4.75% service fee will remain due and non-refundable.
Booking & Payment Summary
8.16 For convenience only, the general payment structure is summarised below:
- Cabin Hold Fee: $165 per person, applicable to a hold of up to 24 hours and applied to the booking if the Client proceeds.
- Stage 1 – Service Fee: 4.75% of the total booking value per person, payable immediately by credit card and non-refundable.
- Stage 2 – Deposit Balance: Remaining deposit amount due within 48 hours of confirmation.
- Final Payment: Remaining balance due 30 days prior to the final payment date required by the selected cruise line or supplier.
- Bookings Inside Final Payment Window: Full payment due immediately upon confirmation.
- Flights: All flights included in the package are non-refundable from the time of confirmation and ticketing.
g. For cruise-only bookings, where the selected cruise line requires a deposit lower than Ultimate Cruising’s standard 35% deposit, Ultimate Cruising may match that lower deposit requirement. In these circumstances, the booking will still be subject to the two-stage deposit process, with the 4.75% service fee payable immediately at confirmation and the balance of the agreed deposit due within 48 hours.
9.Supplier Payment Timeframes
9.1 In some cases, airfare, land arrangements, deposits, final cruise payments or other supplier arrangements may be subject to payment timeframes different from those generally outlined above.
9.2 Any such supplier-imposed timeframes take precedence and must be complied with in order to secure or maintain the Client’s arrangements.
9.3 Ultimate Cruising will advise the Client of any such variation or additional requirement at the time of booking, or as soon as reasonably possible if later notified by the supplier.
10. Credit Cards and Payment Fees
10.1 Ultimate Cruising accepts credit card payments through providers including, but not limited to, Stripe and TravelPay.
10.2 Merchant fees charged by those service providers are set and collected by the provider and are not refundable.
10.3 Payment by MasterCard, Visa, American Express or Diners Club may attract a service fee, which may change from time to time. Ultimate Cruising will advise the Client of the applicable fee at the time of payment.
10.4 Ultimate Cruising recommends payment by direct deposit where available in order to avoid card fees.
11. Late Bookings and Amendment Fees
11.1 If Ultimate Cruising accepts a late booking, being a booking made within 45 days of departure and only where approved by the relevant supplier or cruise operator, a late booking fee of $165 per passenger applies in addition to standard service fees.
11.2 If a booking is amended after deposit has been paid, or documents are altered after issue, a fee of $165 per amendment per passenger will apply, in addition to any fees charged by airlines, cruise lines, accommodation providers, tour operators or other suppliers.
11.3 Amendment fees may in some circumstances be recoverable under the Client’s travel insurance, and Clients should check directly with their insurer.
12.Cancellation Fees and Peace of Mind Policy
12.1 The following cancellation policy applies to all bookings unless otherwise advised at the time of booking.
Ultimate Cruising – Cancellation & Peace of Mind Policy
12.2 Ultimate Cruising aims to provide flexibility where possible. However, because Ultimate Cruising acts as an agent for cruise lines, airlines and other travel suppliers, cancellation outcomes may also be affected by the terms and conditions imposed by those suppliers.
Cancellation Before Final Payment Date
12.3 If the Client cancels the booking before the final payment date advised by Ultimate Cruising, the following will apply:
- the deposit paid, excluding the 4.75% service fee, will be held as a Future Travel Credit;
- the 4.75% service fee is retained and is non-refundable; (note if you do apply your Future Travel Credit to a new booking within the booking window, you will not be charged the service fee again, but may be charged holding fees for cabin holds and other fees may apply)
- any ticketed or confirmed airfare is non-refundable;
- no further cancellation fee will apply unless a supplier imposes stricter cancellation conditions;
- where full payment has already been made but was not yet required by the supplier, any recoverable balance less the applicable deposit, service fee and supplier charges will be refunded.
12.4 Any Future Travel Credit:
- is valid for use on travel booked and completed within 12 months of the cancellation date;
- may be applied to a new booking of equal or higher value;
- may be transferred to a family member with written notice;
- is not redeemable for cash; and
- is not transferable to another travel agency or provider.
Cancellation On or After Final Payment Date
12.5 If the Client cancels the booking on or after the final payment date advised by Ultimate Cruising, the booking is non-refundable, subject to any rights the Client may have under applicable law.
Supplier Cancellation Terms
12.6 If an airline, cruise operator, land operator or other supplier has stricter cancellation terms than those set out above, those stricter terms will apply in addition.
12.7 Some suppliers impose non-refundable deposits or cancellation penalties much earlier than Ultimate Cruising’s general framework. The Client will be advised where such terms are known and applicable.
12.8 By way of example only, some suppliers such as Ponant may impose non-refundable charges from well in advance of departure. Where this applies, the Client will be advised at the time of booking.
13. Name Changes and Fare Impacts
13.1 In some cases, one name change may be permitted, subject to supplier approval and payment of any applicable fees.
13.2 One original guest from the booking must remain on the booking. If all original guests cancel or are replaced, the booking will be treated as cancelled and the applicable cancellation terms will apply.
13.3 If a departing guest was the only person who qualified the booking for a promotional fare or concession, the remaining guests may lose entitlement to that fare and may be required to pay the difference.
14. Special Requirements
14.1 The Client or their agent should advise Ultimate Cruising of any special requirements, mobility concerns, dietary issues or other travel needs at the time of booking.
14.2 The Client should provide frequent flyer details at the time of booking if they wish those details to be included where possible.
15. Travel Documents
15.1 Tickets, vouchers and other travel documents, whether issued in electronic or paper form, are subject to the conditions of the relevant supplier.
15.2 These may include conditions such as non-refundability, non-transferability, inability to change travel dates and cancellation restrictions.
15.3 It is the Client’s responsibility to review all travel documentation promptly upon receipt and notify Ultimate Cruising immediately of any error or discrepancy.
16. Schedule Changes
16.1 Cruise lines, airlines and other suppliers may change departure times, embarkation times or other schedules at any time.
16.2 Ultimate Cruising recommends that Clients confirm final timings at least 24 hours prior to departure.
16.3 Clients are also encouraged to download the relevant supplier’s travel app, where available, for real-time notifications.
17. Claims
17.1 To the extent permitted by law, any claim by the Client against Ultimate Cruising should be lodged in writing within seven (7) days of the Client’s return to Australia or New Zealand, as applicable.
17.2 This clause does not limit any non-excludable rights under Consumer Laws.
18. Limitation of Liability
18.1 To the extent permitted by law, Ultimate Cruising is not liable for any act, omission, default, variation, cancellation, postponement, delay, diversion or other event caused by a supplier or third party, unless Ultimate Cruising has been negligent.
18.2 Ultimate Cruising is not liable for loss of or damage to baggage or property, injury, illness, death or any other loss arising from the act, omission, negligence or default of any person not directly employed or controlled by Ultimate Cruising, except to the extent required by law.
18.3 To the extent permitted by law, Ultimate Cruising and its related bodies corporate, directors, employees and agents exclude liability in contract, tort or otherwise for injury, damage, loss, delay, additional expense or inconvenience caused directly or indirectly by:
- third party providers over whom Ultimate Cruising has no direct control;
- force majeure; or
- any event beyond Ultimate Cruising’s reasonable control.
18.4 Ultimate Cruising’s liability is also limited by any applicable international conventions, including but not limited to:
- the Montreal Convention in respect of air travel;
- the Athens Convention in respect of sea travel;
- the Berne Convention in respect of rail travel; and
- the Paris Convention in respect of accommodation, where applicable.
18.5 Nothing in these Terms and Conditions excludes or limits any rights the Client may have under the Australian Consumer Law or other applicable Consumer Laws.
18.6 Save for liability for significant personal injury caused by reckless conduct, Ultimate Cruising excludes liability for all Excluded Recreational Liabilities arising from the supply of Recreational Services, as those terms are defined in the Competition and Consumer Act 2010 (Cth).
19. Maximum Liability
19.1 To the extent permitted by law, Ultimate Cruising’s aggregate liability to the Client is limited, at Ultimate Cruising’s option, to:
- the supply of the services again; or
- the payment of the cost of having the services supplied again.
20. Disclaimer
20.1 While every effort is made to ensure the accuracy of information published on Ultimate Cruising’s website, in promotional materials or in advertising, Ultimate Cruising does not accept responsibility for errors, omissions, changes or inaccurate property or product descriptions supplied by third parties.
21. Privacy
21.1 Ultimate Cruising is committed to protecting the Client’s personal information and handling it in accordance with its Privacy Policy.
21.2 The Privacy Policy is available on Ultimate Cruising’s website.
22. Governing Law and Jurisdiction
22.1 These Terms and Conditions constitute the entire agreement between Ultimate Cruising and the Client in relation to the services provided, except where otherwise required by law.
22.2 These Terms and Conditions are governed by the laws of New South Wales, Australia.
22.3 The Client irrevocably submits to the exclusive jurisdiction of the courts of New South Wales, Australia.
23. Emergency Response and After-Hours Assistance
23.1 Ultimate Cruising does not provide 24/7 customer support domestically or internationally.
23.2 However, in an emergency, Ultimate Cruising may provide contact options, including WhatsApp, through which staff may assess whether emergency assistance is required and provide support during normal working hours or otherwise where reasonably possible.
23.3 Where Ultimate Cruising provides emergency assistance to help resolve a situation affecting the Client’s travel plans, including but not limited to rebooking flights, hotel accommodation, transfers or other arrangements, an emergency service fee will apply.
23.4 The minimum emergency service fee is $400 per person, or for more complex itinerary changes, an hourly rate of $150 per hour may apply.
23.5 Any such fees may be claimable by the Client under their travel insurance, subject to the insurer’s terms.
24. Changes to Terms and Conditions
24.1 Ultimate Cruising may update or amend these Terms and Conditions from time to time.
24.2 Any such changes take effect immediately once published on Ultimate Cruising’s website or otherwise notified to the Client.
24.3 The Client’s continued use of Ultimate Cruising’s services after publication of updated Terms and Conditions constitutes acceptance of those updated Terms and Conditions.
- Contact Details
Ultimate Travel Group Pty Ltd
Trading as Ultimate Cruising
Suite 69, Level 4, The Hub
89–97 Jones Street
Ultimo NSW 2007
Australia
t: 02 9213 5454
f: 02 9213 5455
e: info@ultimatecruising.com.au
w: www.ultimatecruising.com.au
ABN 24 003 926 369
Effective from: 23 April 2026
