1. Introduction

These Terms and Conditions (“Terms”) govern the booking and purchase of travel-related products and services provided by Metro Travel Services (“Metro Travel Services”, “we”, “our”, or “us”).

By making a booking with Metro Travel Services, you agree to be bound by these Terms.

Please read these Terms carefully before confirming any booking.

2. Services Provided Metro

Travel Services acts as an intermediary between customers and third-party travel suppliers, including but not limited to:

•  Airlines
• Hotels
• Tour operators
• Cruise companies
• Car rental providers
• Insurance providers
• Visa assistance services

All bookings are subject to the terms and conditions of the respective travel supplier.

3. Booking and Payment

3.1 Booking Confirmation

A booking is considered confirmed only after:

• Full or partial payment has been received; and
• A confirmation invoice or itinerary has been issued by Metro Travel Services.

3.2 Payment Methods

We accept payment via: 

• Credit and debit cards
• Bank transfer
• Cash Buy Now Pay Later services

Additional merchant fees or surcharges may apply to certain payment methods and will be disclosed prior to payment.

3.3 Pricing

All prices are: 

• Subject to availability
• Subject to change without notice until payment is completed
• Quoted in Australian Dollars (AUD) unless otherwise stated

Taxes, airline charges, exchange rate fluctuations, and supplier fees may affect final pricing.

4. Cancellations and Refunds

4.1 Customer Cancellation

Cancellation requests must be made in writing via email.

Refunds are subject to: 

• Airline and supplier cancellation policies
• Fare rules and ticket conditions
• Non-refundable deposits or service fees

4.2 Service Fees

Metro Travel Services may retain:

• Booking fees
• Processing fees
• Administration fees

These fees may apply even where a supplier provides a refund.

4.3 Refund Processing Time

Approved refunds may take between 4–12 weeks depending on the airline or supplier.

5. Changes and Amendments

Any amendment to a booking, including: 

• Name corrections
• Date changes
• Route changes
• Hotel modifications

may incur: 

• Airline or supplier penalties
• Fare differences
• Administration fees charged by Metro Travel Services

Changes are subject to supplier approval and availability.

6. Travel Documents and Responsibilities

Customers are responsible for ensuring they possess: 

• Valid passports
• Required visas
• Vaccination certificates, where applicable
• Travel insurance
• Any required entry or transit documentation

Metro Travel Services is not liable for denied boarding, entry refusal, or losses resulting from incomplete or invalid documentation.

7. Travel Insurance

We strongly recommend that all travellers obtain comprehensive travel insurance covering: 

• Medical emergencies
• Trip cancellations
• Loss of baggage
• Flight disruptions
• COVID-19-related events, where applicable

Failure to obtain adequate travel insurance is at the customer’s own risk.

8. Supplier Responsibility

Metro Travel Services acts solely as an agent for travel suppliers and does not: 

• Own or operate airlines, hotels, or transportation services
• Guarantee supplier performance
• Accept liability for acts, omissions, delays, cancellations, accidents, or service failures caused by suppliers

All supplier services are governed by their own terms and conditions.

9. Limitation of Liability

To the maximum extent permitted by law, Metro Travel Services shall not be liable for:

• Indirect or consequential losses
• Loss of enjoyment
• Missed connections
• Schedule changes
• Force majeure events
• Government restrictions
• Natural disasters
• Pandemics or travel bans

Our liability is limited to the amount paid directly to us for the booking in question, except where such limitation is prohibited by applicable law.

10. Force Majeure Metro Travel Services is not responsible for failure or delay in performing its obligations due to events beyond its reasonable control, including:

•    Natural disasters
• Airline strikes
• War or terrorism
• Government actions
• Pandemics
• Weather disruptions

11. Privacy Policy

Metro Travel Services collects and stores customer information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Customer information may be shared with travel suppliers and payment providers solely for booking and operational purposes.

12. Chargebacks and Payment

Disputes Customers agree to contact Metro Travel Services first to resolve any payment dispute before initiating a chargeback with their financial institution.

Fraudulent or unjustified chargebacks may result in recovery action and associated costs, to the extent permitted by law.

13. Governing Law

These Terms are governed by the laws of Victoria, Australia.

Any disputes arising from these Terms shall be subject to the jurisdiction of the courts of Victoria, subject to any applicable consumer protection laws.

14. Acceptance of Terms

By making a booking or payment with Metro Travel Services, the customer confirms that they:

• Have read and understood these Terms
• Accept these Terms on behalf of all travellers included in the booking
• Agree to comply with applicable supplier-specific terms and conditions.

15. Contact Information Metro Travel Services

For enquiries, cancellations, amendments, refunds, or payment disputes, please contact Metro Travel Services using the contact details provided on your booking confirmation or invoice.