JadeDays
Private journeys from Australia
JadeDays legal information
How cancellations, supplier charges, events outside reasonable control and refund timing are handled for JadeDays bookings.
Last updated: 22 June 2026
All cancellations must be made in writing by the Lead Traveller. The cancellation date is the date Jade Days receives the written cancellation request during our normal business hours. Verbal cancellation requests, social media messages or messages sent to third-party suppliers may not be treated as effective cancellation unless we confirm receipt in writing.
If you cancel your booking, cancellation charges may include: (a) any non-refundable Jade Days planning fee, booking fee, service fee or administration fee that was disclosed to you; (b) any supplier cancellation fees, non-refundable deposits, unrecoverable costs or amounts already paid or committed to Travel Service Providers; (c) any payment processing fees not refunded to us by the payment provider; and (d) any Jade Days cancellation charge stated in your quote, invoice or product-specific conditions. We will not charge the same cost twice and will provide a reasonable breakdown where possible.
Unless your quote, invoice or product-specific conditions state a different cancellation schedule, the following default cancellation schedule applies to confirmed land arrangements arranged by Jade Days.
The Deposit Component is non-refundable in all cancellation scenarios, subject to your rights under the Australian Consumer Law. The Deposit Component may be either 10% of the Trip Price or a fixed dollar amount stated in your quote, invoice or product-specific conditions.
The cancellation percentages below apply only to the balance of the Trip Price after excluding the non-refundable Deposit Component, whether that balance has already been paid or is payable at the time of cancellation.
For clarity, where you have paid the full Trip Price upfront, whether because full payment was required or because you chose to pay in full earlier than required, the Deposit Component stated in your quote, invoice or product-specific conditions will be treated as the non-refundable deposit component and the remaining amount will be treated as the balance component for the purpose of this cancellation schedule. If no Deposit Component is expressly stated for a full-payment booking, 10% of the Trip Price will be treated as the non-refundable Deposit Component.
In each cancellation scenario, the amount retained by Jade Days will be the greater of: (a) the scheduled cancellation amount stated below; and (b) the actual unrecoverable supplier costs, non-refundable supplier charges, non-refundable payment processing fees and other reasonable costs already incurred, committed or not refunded to us.
We will not charge the same cost twice. Any supplier costs, non-refundable supplier charges, payment processing fees or other reasonable costs will only be charged or retained to the extent they are not already included in the scheduled cancellation amount. The Deposit Component and any cancellation charge will be retained only to the extent permitted by law and reasonably necessary to protect Jade Days’ legitimate interests, including work already performed, arrangements already coordinated, and costs already incurred or committed.
More than 60 days before departure: the scheduled cancellation amount is the non-refundable Deposit Component. If actual unrecoverable costs and fees exceed the Deposit Component, the higher actual unrecoverable amount may be retained.
31–60 days before departure: the scheduled cancellation amount is the non-refundable Deposit Component, plus 30% of the balance of the Trip Price after excluding the Deposit Component. If actual unrecoverable costs and fees exceed this scheduled amount, the higher actual unrecoverable amount may be retained.
15–30 days before departure: the scheduled cancellation amount is the non-refundable Deposit Component, plus 60% of the balance of the Trip Price after excluding the Deposit Component. If actual unrecoverable costs and fees exceed this scheduled amount, the higher actual unrecoverable amount may be retained.
14 days or less before departure: the scheduled cancellation amount is 100% of the total Trip Price. Additional costs outside the Trip Price may also be payable if they are caused by your cancellation, change request, late arrival, no-show or early departure.
No-show, late arrival after departure, or early departure from the trip: 100% of the affected services are non-refundable. Additional costs caused by the no-show, late arrival or early departure may also be payable.
The actual amount retained or refunded will depend on the arrangements booked, supplier charges, costs already incurred, payment processing fees and amounts recoverable from Travel Service Providers. These default amounts are subject to your rights under the Australian Consumer Law and any supplier terms disclosed to you before booking, which may be stricter or more flexible than this default schedule.
Some products may be non-refundable or non-changeable once booked, including certain flights, rail tickets, attraction tickets, special hotel rates, permits, private experiences, peak-season services, promotional rates and instant-purchase supplier products. We will identify known non-refundable or non-changeable items where reasonably possible before you confirm the booking.
If a Travel Service Provider cancels or materially changes a service, your available remedy may depend on the supplier's terms, the reason for the change, the amount recoverable from the supplier and applicable law. We will use reasonable efforts to assist you in obtaining any refund, credit, replacement service or alternative arrangement available from the supplier. Where we have paid a supplier, we may not be able to provide a refund until we receive the funds from that supplier or receive authority from the supplier to process the refund.
If Jade Days cancels your confirmed booking for reasons within our control, we will offer a reasonable alternative, credit or refund as required by law and the circumstances of the booking. We are not responsible for incidental expenses such as visas, insurance, vaccinations, independently booked flights, accommodation or other arrangements not booked through us, except where required by law.
Neither you nor Jade Days will be treated as having breached these terms where performance is prevented or materially affected by an event outside reasonable control. Such events may include severe weather, natural disaster, pandemic, epidemic, public health event, government restriction, border closure, travel ban, civil unrest, war, terrorism, strike, transport disruption, supplier insolvency, attraction closure, infrastructure failure, cyber incident or safety issue. If such an event affects your booking, we will work with you and relevant Travel Service Providers to seek reasonable alternatives, credits or refunds where available. Any unrecoverable supplier costs, additional costs or credits will be handled in accordance with supplier terms, applicable law and the specific circumstances. In the event of cancellation due to Force Majeure, Jade Days reserves the right to retain a reasonable administrative fee from any refundable amounts to cover services already performed.
Where a refund is available, we will process it within a reasonable time after the refund amount has been confirmed and, where supplier funds are involved, after we receive the relevant funds or refund authority from the supplier. Banks, card providers, payment processors and overseas suppliers may take additional time to process refunds.