Refund Policy – Viajar Tours
1 – Customer satisfaction is our priority
At Viajar Tours, customer satisfaction is our first priority. We offer refunds in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian
Consumer Law. Please read this Policy before making a purchase, so that you understand your rights as well as what
you can expect from us in the event that you are not happy with your purchase.
2 – Australian Consumer Law
a) Under the Australian Consumer Law:
Our service comes with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
i- To cancel your service contract with us; and
ii- To a refund for unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonable foreseeable loss or damage from a failure in the service.
b) We offer refunds in accordance with the Australian Consumer Law.
c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
f) If a service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
3 - Refunds
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund. To complete your refund, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted:
i. Before 72 hours before the beginning of the tour, no fees will be charged;
ii. Between 72 hours and 48 hours before the beginning of the tour, a fee of 20% of the current tour price will be charged;
iii. Between 48 hours from the beginning of the tour, will be charged a fee of 50% of the current tour price.
Once your refund request is received and inspected, we will send you an email to notify you that we have received your refund request. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
4 - Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at
5 - Exchanges
Changing dates by the customer can be done without any additional fee, if requested before 48 hours to the beginning of the tour. Requests for changing dates between 48 hours to the beginning of the tour will be charged a fee of 50% from the current tour price.
6 – Contact us
If you wish to speak to us about this Policy or about any refund, you may contact us: