Refund & Returns Policy (Australia)
At The Departure Desk, we are committed to providing quality services and outstanding customer care. Our refund and returns policy complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010.
✅ Your Rights Under Australian Consumer Law
You are entitled to a refund, replacement, or other remedy if the product or service you purchased:
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Is faulty, unsafe, or causes major issues
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Doesn’t match the description or service promised
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Is not provided with due care and skill
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Fails to deliver what was agreed under the terms of sale
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These rights cannot be excluded and apply to both physical and digital purchases, including travel and booking services.
❌ Change of Mind
We are not required to offer a refund or exchange if you simply change your mind.
However, at The Departure Desk, we may offer a credit or rescheduling option at our discretion, if:
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The request is made within 48 hours of purchase
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You provide proof of purchase
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The service or booking has not yet been fulfilled or initiated
💻 Digital & Travel Services
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Refunds are not available for digital downloads or travel services that:
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Have already been fulfilled (e.g. flights, bookings, digital itineraries)
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Were cancelled due to reasons outside our control (e.g. weather, airline decisions, third-party operators)
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Were booked incorrectly by the customer
However, if the service was not delivered as described, or there is a significant fault or failure, you may be entitled to a refund or remedy under the ACL.
🚚 Return or Cancellation Fees
In cases where a refund or cancellation is permitted:
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Third-party provider fees (e.g. airlines, hotels, tour operators) may still apply
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Administrative or processing fees may be deducted from the refund total
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We will always inform you of any applicable charges before processing.
📝 How to Request a Refund, Credit, or Amendment
To request a refund, amendment, or credit, please contact us at:
✉️ Email: hello@thedeparturedesk.com
🌐 Business Name: The Departure Desk
🕘 Hours: Monday to Friday, 9 AM – 5 PM AEST
Please include your full name, booking reference number, and a short description of the issue or reason for your request.
ℹ️ Additional Information
We always aim to resolve concerns quickly and fairly. If you believe your issue has not been handled correctly, you can learn more about your rights by visiting:
👉 www.accc.gov.au/consumers