Mobilise Travel - Booking Terms & Conditions
Version: 1.0 · Effective date: 30.09.2026 Entity: Energy Logistics & Travel Pty Ltd (ACN 650 903 585) trading as "Mobilise Travel" (ABN 75 650 903 585)
These Booking Terms & Conditions ("Terms") govern all personnel logistics, workforce mobilisation, corporate travel, leisure travel, cruise packages and emergency response services provided by Mobilise Travel ("Mobilise," "the Company," "we," "us," or "our").
They apply to your organisation and its designated personnel where the booking is made on a corporate basis, and to individual travellers and guests where the booking is made for leisure, holiday or cruise purposes (each, as the context requires, "the Client," "you," or "your").
By authorising a booking request, submitting a mobilisation instruction, issuing a purchase order, providing traveller or personnel data, or making a payment or deposit, you agree to be bound by these Terms, together with the independent conditions of all third-party Principal Suppliers and, where one exists, your Master Services Agreement with Mobilise.
1. Definitions & Interpretation
In these Terms:
• "Client" means the organisation or individual who requests, authorises or pays for a Booking, as described in the opening paragraphs of these Terms.
• "Principal Supplier" means any third-party provider of travel or logistics services engaged on your behalf, including commercial airlines, charter and fixed-wing operators, helicopter operators, marine vessel and crew-transfer operators, cruise lines, accommodation providers, tour and shore-excursion operators, ground transport and car rental companies, and rail providers.
• "Cruise Line" means the operator of a cruise vessel and any associated cruise package provider.
• "Traveller" means any individual for whom Mobilise arranges travel or movement, including your employees, contractors and personnel.
• "Guest" means an individual travelling on a Leisure Booking or Cruise Booking (a consumer).
• "Corporate Booking" means a booking made for business, work-related or personnel-logistics purposes.
• "Leisure Booking" means travel arranged for personal, holiday or recreational purposes, including holiday packages, tours and leisure extensions attached to a business trip.
• "Cruise Booking" means a booking of passage aboard a cruise vessel and any associated package (accommodation, flights, transfers, excursions).
• "Personnel Data" means personal information relating to Travellers, including identity, contact, passport, visa, medical, certification, rostering and next-of-kin information.
• "Mobilisation" means the coordinated movement of personnel from point of origin to a worksite, vessel, rig, platform or facility (and "Demobilisation" means the return movement).
• "MSA" means a Master Services Agreement or equivalent commercial agreement between you and Mobilise, where one is in place.
• "Force Majeure Event" has the meaning given in clause 15.
• "Booking" means any travel, transport, accommodation, mobilisation, leisure or cruise service arranged by Mobilise at your request.
• "Self-Service Platform" means any online booking tool, portal, application or other self-service technology provided or supported by Mobilise through which Bookings can be requested or made, whether operated by Mobilise or a third party.
• "Privacy Policy" means the Mobilise Travel Privacy Policy, as updated on our website from time to time.
Headings are for convenience only. A reference to "in writing" includes email and instructions submitted through an agreed booking platform.
2. Agency / Principal Relationship & Scope of Services
Mobilise acts as a booking and management agent on behalf of Principal Suppliers, and (for Corporate Bookings) as a coordinator of personnel logistics and workforce movement on your behalf. Our services may include personnel mobilisation and demobilisation; rostering and scheduling coordination; certification and compliance tracking; commercial, charter, marine and helicopter travel arrangement; corporate leisure, holiday packages, tours and cruise packages; accommodation, ground transport and car hire; financial reconciliation and reporting; and emergency response and rapid demobilisation.
• Supplier performance. Our obligation to you is to arrange and manage Bookings, coordinate the movement of your personnel or guests, and facilitate the relevant contracts between you and the Principal Suppliers. We do not own, operate or control any aircraft, vessel, cruise ship, vehicle, accommodation or other travel service. Subject to clause 18, we are not liable for any service failure, delay, cancellation, schedule or itinerary change, mechanical or operational fault, operator insolvency, injury, loss or damage caused by a Principal Supplier or by circumstances beyond our reasonable control, except to the extent it is caused or contributed to by our own negligence or breach of these Terms. Where a Principal Supplier fails to deliver, we will use reasonable efforts to help you pursue any remedy available from that supplier.
• Independent Supplier terms. Every ticket, charter contract, voucher, cruise passage contract, marine passage or rental agreement issued is subject to the specific terms, conditions and limitations of liability imposed by the relevant Principal Supplier. Those terms bind you directly, and it is your responsibility (and that of your Travellers or Guests) to review them.
• Reasonable care. We will exercise reasonable care and skill in arranging and managing your Bookings and in providing our own services. This does not extend to guaranteeing the performance of any Principal Supplier.
• Supplier commissions and incentives. Mobilise may receive commissions, override payments, incentives or other benefits from Principal Suppliers, GDS providers and industry buying groups in connection with Bookings. These form part of how we are remunerated and are separate from any fees charged to you..
• Reports and data outputs. Reports, dashboards and data we provide – including spend, SLA/KPI, compliance and emissions (ESG) data – are prepared from our booking records, information supplied by Principal Suppliers and recognised third-party methodologies. They are provided in good faith for management and planning purposes. Emissions figures are estimates, and unless agreed in writing, we do not warrant that any report is suitable for statutory, regulatory or audited disclosures.
3. Relationship with the Master Services Agreement
Where a signed MSA exists between you and Mobilise, these Terms operate alongside it. If there is any inconsistency between these Terms and your MSA, the MSA prevails to the extent of the inconsistency for the services it covers. Where no MSA is in place - as will typically be the case for individual Leisure and Cruise Bookings - these Terms govern the engagement in full.
4. Quotes, Pricing & Fare Fluctuations
All pricing, quotes and program rates are indicative and subject to availability, and may be altered or withdrawn by Principal Suppliers without prior notice until a Booking is confirmed and paid.
• Price guarantee on issue. Fares, cruise fares and rates are only guaranteed once a Booking has been paid in accordance with the applicable payment terms and ticketing or confirmation numbers have been formally issued.
• Taxes, levies and charges. Quotes include known non-optional government taxes, airport and airspace levies, service fees, port charges, and navigation and marine regulatory fees applicable at the time of quotation. Prices remain subject to change arising from currency movement, fuel surcharges, carrier, operator or cruise-line fare revisions, and regulatory changes prior to final settlement.
• Cruise and leisure fares. Cruise fares are subject to dynamic cruise-line pricing and may be withdrawn or repriced until deposit or full payment is taken. Cruise lines reserve the right to levy fuel supplements, port and government charges and currency adjustments in accordance with their own conditions, and any such amounts are payable by you.
• Charter, helicopter and marine pricing. Chartered fixed-wing, rotary-wing and marine services are quoted on operational assumptions (routing, sectors, timings, minimum numbers, positioning, standby and weather allowances). Changes to those assumptions - including weather holds, diversions, additional positioning legs or crew duty limits - may alter the final price, and those costs are payable by you.
5. Payments, Credit Accounts & Deposits
• Corporate credit accounts. For approved corporate accounts, payment must be settled strictly in accordance with the credit terms set out in your MSA or credit application.
• Leisure and cruise payment schedules. Leisure and Cruise Bookings are made on consumer payment schedules set by the relevant Principal Supplier, which may differ structurally from corporate account billing. Where a leisure or cruise element is attached to a Corporate Booking, that element remains subject to the consumer payment schedule.
• Cruise deposits and milestones. Cruise Bookings require an upfront, non-refundable deposit dictated by the Cruise Line at the time of booking to secure a cabin. Final balance payments are typically mandated between 90 and 120 days prior to embarkation. Failure to meet a Cruise Line's payment cut-off will result in automatic cancellation and complete forfeiture of the deposit.
• Other deposits. Charter, marine, group and restricted commercial fares may also require non-refundable deposits or full prepayment to secure capacity. Failure to meet a supplier's cut-off may result in automatic cancellation and forfeiture of amounts paid.
6. Cancellations, Changes & Service Fees
Any request to modify, defer or cancel an established Booking or Mobilisation must be submitted in writing by an authorised representative of the Client, or by the primary Traveller or Guest.
• Supplier penalty structures. Cancelled or amended Bookings may incur Principal Supplier penalties of up to 100% of the total Booking value, particularly for restricted commercial fares, charter and marine services, group arrangements, and cruise cancellation schedules (which are typically tiered and escalate as the embarkation date approaches).
• Mobilise service fees. In addition to any supplier charges, our service, management, transaction and after-hours fees apply as agreed in your MSA or credit terms or, where no agreement is in place, as advised to you before the Booking is confirmed. Fees may apply to new Bookings, amendments, cancellations and reissues. Fees for work already performed are non-refundable, including where a Booking is later cancelled or a supplier refund is obtained, unless the cancellation or change results from our error.
• Refund lifecycles. Consumer and corporate funds generally reside with the airline, operator, Cruise Line or accommodation provider. We will apply for and process authorised refunds on your behalf; however, supplier and cruise-line refund pipelines can take between 4 and 12 weeks (and occasionally longer) to settle back to your account. Mobilise cannot expedite a supplier's internal refund process.
• Unused tickets and travel credits. Where a ticket is cancelled or unused and the fare rules allow, a Principal Supplier may issue a credit, voucher or residual value instead of a refund. Credits are subject to the supplier's conditions, including expiry dates, name restrictions (most airline credits can only be used by the named Traveller) and redemption rules. For Corporate Bookings, Mobilise will record known credits and report them to the Client periodically and/or apply them to future Bookings for the same Traveller where practicable. The Client remains responsible for ensuring credits are used before they expire, and Mobilise is not liable for credits that lapse.
7. Online & Self-Service Bookings
• Responsibility for bookings. Where the Client or its Travellers use a Self-Service Platform, the Client is responsible for all Bookings made through its account, including the fare rules, conditions and restrictions displayed or accepted at the time of booking.
• Access and security. The Client is responsible for ensuring that only authorised users access the Self-Service Platform, that login credentials are kept secure, and that Mobilise is promptly notified of users who leave the Client's organisation or of any suspected unauthorised access.
• Travel policy and approvals. Travel policy rules and approval workflows are configured on the Client's instructions. Mobilise is not responsible for a Booking's compliance with the Client's travel policy where the Booking was approved within the platform or processed in accordance with the configuration the Client instructed.
• Availability. Self-Service Platforms may occasionally be unavailable due to maintenance, supplier or system outages. Our consultants remain available 24/7 during any outage, and standard offline booking fees may apply.
• Automated and AI-assisted features. Self-Service Platforms may use automated or AI-assisted features to search, recommend or summarise options. Users should check names, dates, routings and fare conditions before confirming a Booking.
8. Personnel Documentation, Certification & Compliance (Corporate Bookings)
This clause reflects the compliance-critical nature of resource-sector personnel logistics and applies to Corporate Bookings.
• Client and Traveller responsibility. It is the responsibility of the Client and each Traveller to ensure that all personnel hold valid and current documentation and certifications required for travel and for site, vessel, rig or platform access. This includes (without limitation) passports and visas; offshore and pre-employment medicals; safety and survival training tickets (e.g. BOSIET / HUET / TBOSIET where applicable); competency and trade certifications; seafarer documentation; and any vaccination or health requirements imposed by a destination, operator or facility.
• Tracking is not a guarantee. Where Mobilise provides certification or compliance tracking as part of its services, we do so as an administrative aid. Our flagging of an expiry or gap is a courtesy, not a warranty. The obligation to hold, maintain and present valid documentation rests at all times with the Client and the Traveller.
• Consequences of invalid documentation. Where a Traveller presents with expired, incorrect or missing documentation, they may be denied boarding, transit or site access with no refund recourse, and any resulting costs (including alternative travel, standby, accommodation and demobilisation) are payable by the Client.
9. Leisure & Cruise Bookings
This clause applies to Leisure Bookings and Cruise Bookings in addition to the general Terms. Where any provision of this clause is inconsistent with a Cruise Line's or Principal Supplier's own passage contract or booking conditions, that supplier's terms govern the carriage or service itself.
• 9.1 Deposits and milestones. Cruise deposits and final-payment milestones are as set out in clause 5. Missing a milestone results in automatic cancellation and forfeiture of the deposit, as dictated by the Cruise Line.
• 9.2 Cabins and staterooms. Cabin category, position and configuration are selected at the time of booking subject to availability. "Guarantee" cabins are allocated at the Cruise Line's discretion, and specific cabin numbers may not be confirmed until closer to embarkation. Changes or upgrades are subject to availability and any applicable fare difference.
• 9.3 Itinerary changes. Cruise Lines reserve the right to alter, substitute or omit ports of call, embarkation points, timings and vessels for operational, commercial, safety, weather, sea-state or regulatory reasons. Such changes are made by the Cruise Line, are not the responsibility of Mobilise, and generally do not entitle you to a refund beyond any remedy the Cruise Line elects to offer. (See also clause 15, Force Majeure.)
• 9.4 Shore excursions and third-party activities. Shore excursions, tours and onshore activities are frequently operated by independent third parties. Where Mobilise or a Cruise Line arranges these, it does so as agent only, and neither is liable for the acts, omissions or service failures of the operating third party.
• 9.5 Onboard accounts, gratuities and service charges. Guests are responsible for all onboard spending, gratuities, service charges, and taxes or levies applied by the Cruise Line, whether prepaid or settled on board.
• 9.6 Health, fitness to sail and accessibility. Guests must meet the Cruise Line's health, fitness, pregnancy, vaccination and medical-fitness requirements, and must disclose any medical, dietary or mobility needs at the time of booking. The Cruise Line may refuse boarding to any Guest who does not meet its requirements, with no refund recourse.
• 9.7 Minimum age and minors. Cruise Line minimum-age and unaccompanied-minor policies apply. Minors must travel with a responsible adult in accordance with the Cruise Line's conditions.
• 9.8 Embarkation, check-in and no-show. Guests must complete online check-in and present all required travel documents by the Cruise Line's stated cut-off. Late arrival at, or failure to present at, the cruise terminal may result in denied boarding and forfeiture of the fare with no refund recourse.
10. Passports, Visas & Border Compliance
For all travel, and in particular international travel, international cruise itineraries and cross-border movements:
• Names and booking details. Names on all Bookings must exactly match the Traveller's or Guest's passport or other government-issued identification. You must check itineraries, names and dates on receipt and tell us immediately of any error. Costs of name corrections, reissues or denied boarding arising from incorrect information supplied to us are payable by you. Where an error is ours, we will correct it at our cost.
• Passport validity. Travellers and Guests must hold a passport valid for at least six (6) months beyond the intended date of return to Australia (and must meet any longer validity requirement imposed by a destination, transit country or Cruise Line).
• Visas and authorities. You, your Travellers and your Guests are solely responsible for securing required visas, transit clearances and electronic travel authorities (e.g. ESTA for the United States, eTA where applicable). Permanent Australian residents travelling on a foreign passport must hold a valid Resident Return Visa (RRV).
• Vessel, cruise and foreign-port requirements. Movements to foreign-flagged vessels, and cruise itineraries calling at foreign ports, may require distinct multi-entry visa profiles or crew documentation. Failure to present accurate credentials at check-in, a cruise terminal or a border will result in denied boarding or entry with no refund recourse.
11. Ground Transport & Vehicle Hire
Where Mobilise arranges car rental or ground transport, the individual driver is bound by the local rental conditions on collecting the vehicle.
• Driver credentials. The designated driver must present a valid, unrestricted driver's licence and a credit card in their own name to secure pre-authorisation holds for insurance excesses.
• Incidentals and excess. The Client, Traveller or Guest remains responsible for fuel, tolls, traffic infringements, and any vehicle damage or insurance excess not covered by the applicable travel insurance policy.
12. Traveller & Guest Conduct
• Compliance with supplier requirements. Travellers and Guests must comply with the conditions of carriage, safety instructions and rules of Principal Suppliers, including crew instructions aboard aircraft, helicopters, vessels and cruise ships, and the access requirements of any site or facility.
• Refusal of carriage. A Principal Supplier may deny boarding, refuse carriage or remove any person who is, or appears to be, affected by alcohol or drugs, fails a drug or alcohol test, behaves in a disruptive, abusive, threatening or unsafe manner, or breaches safety requirements.
• Costs. Where a Traveller or Guest is refused carriage or removed in those circumstances, there is no refund recourse. The costs of alternative travel, accommodation, standby or demobilisation, and any fines, diversion costs or damages imposed by a Principal Supplier, are payable by the Client (for Corporate Bookings) or the Guest (for Leisure and Cruise Bookings).
• Respect for our team. Our team is committed to looking after every Traveller and Guest, including in stressful situations. We ask that our people are treated with courtesy and respect. Where a person is abusive or threatening toward our team, we may escalate the matter to the Client (for Corporate Bookings) or cease acting on the relevant Booking (for Leisure and Cruise Bookings), subject to any supplier charges already incurred.
13. Travel Insurance & Duty of Care
• Client duty of care (Corporate Bookings). The Client retains primary duty-of-care responsibility for its personnel. Mobilise supports duty of care through movement coordination, traveller tracking and emergency response, but does not assume the Client's duty of care.
• Corporate travel policies. Where the Client maintains a corporate travel insurance policy, the Client's authorised travel manager must verify that coverage extends to the activities being undertaken - including offshore and remote-location work, marine transfers, cruise excursions and any leisure extensions - and to medical evacuation.
• Leisure and cruise cover. For Leisure and Cruise Bookings, comprehensive travel insurance including specific cruise cover is strongly recommended at the time of deposit. Cruise cover typically addresses missed ports, cabin confinement, emergency medical treatment on board, and evacuation.
• Remote and maritime medical. Marine and remote medical costs, including deep-sea and remote medical evacuation incurred outside Australian territorial waters, do not qualify for Medicare or standard private Australian health fund rebates.
14. Emergency Response & Rapid Demobilisation
• Activation. Mobilise provides 24/7 emergency response, including cyclone evacuation, rapid demobilisation and disruption management. These services may be activated on your instruction or, where an MSA so provides, on Mobilise's initiative to protect personnel safety.
• Authorisation. Clients should nominate authorised emergency contacts and may pre-approve activation parameters – including triggers, spend thresholds and approved charter or accommodation options – in their MSA or in writing. Where immediate action is needed to protect personnel safety and we cannot reach an authorised contact after reasonable attempts, you authorise us to take reasonable action on your behalf. We will inform you as soon as practicable, and the reasonable costs of that action are payable in accordance with this clause.
• Best efforts under disruption. During an emergency or a Force Majeure Event, Mobilise will use reasonable efforts to move, rebook and account for affected personnel or guests. Capacity, routing and timing are constrained by Principal Supplier availability and by the event itself, and cannot be guaranteed.
• Costs. Emergency and rapid-demobilisation activity - including priority charter, positioning, standby, extended accommodation and additional coordination - may be chargeable, whether under agreed MSA rates or at prevailing supplier and service rates, and is payable by the Client.
15. Force Majeure
15.1 Definition. A "Force Majeure Event" means any event or circumstance beyond the reasonable control of the affected party that prevents, delays, disrupts or increases the cost of performance, including (without limitation):
• Weather and natural events - tropical cyclones, severe storms, high winds, flooding, bushfire, extreme heat, earthquake, tsunami, volcanic activity or ash, king tides and adverse sea states;
• Offshore, marine and cruise operational limits - weather holds, swell and sea-state limits, vessel or helicopter operational restrictions, berth or port unavailability, port closures, port or vessel diversions, cruise itinerary changes, missed or substituted ports of call, and changes to rig, platform or drilling programmes affecting rotations;
• Aviation disruption - airspace or airport closures, air traffic control restrictions, slot or curfew constraints, grounding of aircraft types, or suspension of an operator's Air Operator's Certificate;
• Supplier failure - insolvency, collapse, grounding or operational cessation of any Principal Supplier or Cruise Line;
• Public health - epidemic, pandemic, disease outbreak, quarantine, or public health orders and travel restrictions;
• Government and legal action - border, port or airspace closures, visa or immigration changes, customs actions, sanctions, embargoes, expropriation, or changes in law or regulation;
• Conflict and security - war, armed conflict, invasion, terrorism, piracy, sabotage, civil unrest, riot, blockade or threat of any of these;
• Industrial action - strikes, lockouts, go-slows or labour disputes affecting airlines, operators, cruise lines, ports, marine crews, ground handlers, fuel supply or air traffic services;
• Supply and infrastructure - fuel shortages or supply disruption, power failures, and telecommunications, technology, GDS or third-party IT outages or cyber events; and
• any other event commonly regarded as an act of God or beyond a party's reasonable control.
15.2 Effect. Neither party is liable for any delay in, failure of, or inability to perform its obligations, nor for any loss, cost, expense or damage suffered by the other party, to the extent caused by a Force Majeure Event. Mobilise is not liable for the acts, omissions, penalties or charges of any Principal Supplier or Cruise Line arising from a Force Majeure Event, including cruise itinerary changes made in response to such an event.
15.3 Supplier terms flow through. Where a Principal Supplier or Cruise Line imposes cancellation charges, penalties, rebooking fees or non-refundable losses as a result of a Force Majeure Event, those charges are borne by the Client, subject to any relief the supplier itself provides.
15.4 Additional costs. Costs reasonably incurred in responding to a Force Majeure Event - including alternative transport, rebooking, positioning, standby, extended or emergency accommodation, rapid demobilisation and additional coordination - are the responsibility of the Client, whether at agreed MSA rates or at prevailing supplier and service rates.
15.5 Mitigation and notification. Mobilise will use reasonable efforts to mitigate the impact of a Force Majeure Event, to source and arrange alternatives, and to keep affected parties informed. We will notify you as soon as reasonably practicable of an event materially affecting your Bookings, personnel or guests, and will maintain regular updates for the duration of the disruption.
15.6 Prolonged events. If a Force Majeure Event continues for more than 90 consecutive days in respect of a particular Booking or service, either party may, on written notice, suspend or cancel the affected Booking or service. Cancellation on this basis does not relieve the Client of liability for supplier charges and costs already incurred under clauses 15.3 and 15.4.
16. Privacy & Data Protection
16.1 Compliance. Mobilise handles personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Privacy Policy, which forms part of these Terms.
16.2 Our responsibilities. Mobilise is responsible under the Privacy Act for the personal information it holds, including Personnel Data supplied by Clients. We use Personnel Data to deliver the agreed services, to meet safety, duty-of-care, aviation-security, border and regulatory obligations, and as otherwise described in the Privacy Policy.
16.3 Client responsibilities (Corporate Bookings). Where the Client provides Personnel Data to Mobilise, the Client warrants that it:
• (a) is authorised to disclose that Personnel Data to Mobilise;
• (b) has notified the relevant Travellers of the disclosure;
• (c) has obtained any consents required, including consent to the collection of sensitive information such as health information; and
• (d) will keep the Personnel Data accurate and up to date, including by promptly notifying Mobilise when a Traveller leaves the Client's organisation.
The Client should supply only the Personnel Data reasonably necessary for the services. For medical fitness, this is generally a status and expiry date rather than medical records, unless we specifically request more.
16.4 Information about others. Where you provide personal information about another person, including a travelling companion or emergency contact, you must have their authority to do so.
16.5 Overseas disclosure. Many services cannot be provided without disclosing personal information to Principal Suppliers, Cruise Lines, government authorities and systems located outside Australia. By making or authorising a Booking, you consent to these disclosures as described in the Privacy Policy, including on the basis that Mobilise will not take steps to ensure overseas travel suppliers and foreign authorities comply with the Australian Privacy Principles.
16.6 GDPR. Where Mobilise processes the personal data of individuals in the European Union or United Kingdom, or arranges travel to, from or via the EU or UK, it does so in accordance with the applicable General Data Protection Regulation.
16.7 IATA Data Protection Notice. Personal data may be processed in accordance with the applicable carrier's privacy policy and, where a Booking is made via a GDS, with the GDS provider's privacy policy. These are available at the IATA Travel Centre or from the carrier or GDS directly.
16.8 Security and breaches. Mobilise maintains PCI DSS-aligned handling of payment data and takes reasonable steps to protect personal information. If a data breach involves Personnel Data supplied by a Client, we will notify the Client without undue delay and cooperate with the Client in responding to it.
16.9 End of engagement. When our engagement with a Client ends, we will deal with Personnel Data as set out in the MSA or, where the MSA is silent, destroy or de-identify it in accordance with the Privacy Policy, subject to any records we are required by law to keep.
17. Liability & Indemnity
17.1 Exclusion of indirect loss. To the maximum extent permitted by law, Mobilise is not liable for any indirect, consequential or special loss, or for loss of profit, revenue, production, contract or opportunity, howsoever arising.
17.2 Cap on liability. To the maximum extent permitted by law, and subject to clause 18, Mobilise's total aggregate liability arising out of or in connection with the services is limited to the value of the service fees paid to Mobilise for the affected Booking, or an agreed cap under the MSA.
17.3 Client indemnity. You indemnify Mobilise against loss, cost or liability arising from inaccurate, incomplete or late information supplied by you, your Travellers or your Guests, from a failure to hold valid documentation or certification, or from your breach of these Terms, except to the extent the loss is caused or contributed to by Mobilise's negligence, wilful misconduct or breach of these Terms. For Leisure and Cruise Bookings made by individual consumers, this clause applies only to loss arising from the Guest's own inaccurate information or breach of these Terms.
18. Consumer Guarantees & ATAS Dispute Framework
• Australian Consumer Law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This applies in full to Leisure and Cruise Bookings made by individual consumers. Nothing in these Terms limits or excludes any right or remedy that cannot lawfully be limited or excluded. Where liability can be limited, it is limited (at our option) to resupplying the service or paying the cost of resupply.
• Accreditation. Mobilise operates as an accredited member of the Australian Travel Industry Association (ATIA) under the Australian Travel Accreditation Scheme (ATAS), and maintains PCI DSS compliance for payment handling.
• Complaints. If you are unhappy with any aspect of our service, please raise it with your consultant or account manager in the first instance, or email hello@mobilise.travel. We will acknowledge your complaint within two business days and aim to resolve it within 10 business days, keeping you updated if it takes longer. Complaints that cannot be resolved at that level will be escalated to a Director.
• Dispute escalation. If your complaint about our agency services is not resolved through our internal process, you may escalate it through the independent ATAS Complaint Escalation Process. Privacy complaints are handled under our Privacy Policy and may then be referred to the Office of the Australian Information Commissioner (OAIC).
19. General
• Governing law. These Terms are governed by the laws of Western Australia, and the parties submit to the non-exclusive jurisdiction of its courts.
• Amendments. We may amend these Terms from time to time by publishing an updated version on our website. For Clients with an MSA or credit account, we will give at least 30 days' written notice of any material change. Amended Terms apply to Bookings made after their effective date and do not affect Bookings already confirmed.
• Entire agreement. These Terms, together with any MSA and the Privacy Policy, form the entire agreement between the parties in respect of the services.
• Severability. If any provision is found unenforceable, the remaining provisions continue in full force.
• Assignment. You may not assign your rights under these Terms without our prior written consent.
• Notices. Notices must be in writing and sent to the contact details on your Booking confirmation or MSA.
Mobilise Travel
PO Box 415, Fremantle, WA, 6463 · 61 8 6555 1800 · hello@mobilise.travel
24/7 Emergency Contact: +61 8 6555 1866