Accessible Options

1. Booking

By submitting a booking form, you are confirming your intention to travel, and you are confirming that you are the client or an authorised nominee acting on their behalf. This is considered a valid booking unless advised by Trusted Travel. If you have requested an individualised holiday, you will be sent a quote/itinerary for their chosen holiday and asked to approve this in writing before any bookings will commence. Once approved in writing, the client will be sent an invoice for their non-NDIS claimable expenses (or the cost of the holiday if you are not using NDIS plan). If the client chooses to self-manage their NDIS Plan, you will receive two invoices (NDIS Claimable and non-NDIS claimable items). If self-managed costs are not paid within the timeframes listed below, Trusted Travel reserves the right to cancel the client’s reservation. Cancellation of a client’s reservation may incur cancellation fees, please see section 7 below for further information. For any holiday using the client’s NDIS plan, bookings are not finalised until a Service Agreement and Schedule of Supports are signed with Trusted Travel (The Disability Trust) for their NDIS supports. By completing the Consent section of our booking form, you agree to the terms and conditions of these documents.

2. Passports and Visas

All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. For international travel bookings, you must let us know if you have less than 6 months validity on your passport or if you do not have a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid Australian passport which is valid for the relevant destination and transit point. If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred because of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). If you need information regarding visas, passports and other travel document requirements for your trip, please let a Trusted Travel team member know. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. For further information, you can contact an external visa provider such as Visa Central ( directly. We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part). If you are travelling to the United States please see for important information regarding compulsory pre-registration for their visa waiver program (“ESTA”). Australian passport holders will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa. If you are travelling to Canada please see for important information regarding compulsory electronic travel authorization for visa-exempt foreign nationals (“ETA”). Australian passport holders will not be able to enter Canada without a valid ETA (or visa or permit) from 15 March 2016. Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit. We urge you to apply for an ESTA or ETA prior to booking an airfare if you have any concerns about whether you might be eligible for an ESTA or ETA.

3. Travel Insurance

We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. Your insurance protection should at least include cover for cancellation, medical and repatriation expenses, personal injury and accident, death and loss of personal baggage and money and personal liability insurance. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel.

4. Travel Advice including COVID-19 (Coronavirus) Guidance

We recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) or visit their website at for general travel advice, as well as specific advice (including safety alert levels) relating to the destination you wish to visit. You can also register your travel plans with DFAT, so that you may be more easily contacted in an emergency. We strongly recommend that you familiarise yourself with the current status and updates to Australia's immigration and border arrangements during the COVID-19 outbreak, available at In addition you should familiarise yourself with airline requirements around passenger safety, including the requirement for face masks and the need to produce evidence meeting airline and border control requirements in relation to a negative COVID-19 test both for transit and final destination passengers. This information is subject to change without notice so we recommend you update yourself in relation to the relevant airline and government policies for your transit and final destination at each of (i) the time of booking, (ii) as you approach your travel date, and (iii) immediately before travel. You acknowledge that you are choosing to travel at a time where you may be exposed to the Coronavirus. We will do our best to ensure accurate, up to date information, and risk-free travel, however you also have a responsibility to acquaint yourself with all relevant travel information, including applicable health risks. You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with traveling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks. It is not a mandate of Trusted Travel nor The Disability Trust to be vaccinated to travel. We will not require proof of vaccination for you to travel. If you would like to provide proof of your vaccination, we will accept it and we will support participants to check in and out of public venues if required. If you are not willing to provide proof, we will ask you to show your proof of vaccination at the point of check-in and, if this cannot be produced, we will work with you to explore options to travel within public health guidelines. If we cannot effectively support you in the community due to your vaccination status, we may have to cancel your booking and you may not be entitled to a refund.

5. Health

You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. In some cases, failure to present required vaccination documentation (e.g., proof of Yellow Fever vaccination) may deny you entry into a country. We recommend that you consult with your local doctor, travel medical service or specialist vaccination clinic before commencing your travel. General health advice for the destination you wish to visit is also available from DFAT (see Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on a number of factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. Trusted Travel will work with you to ensure we understand your medical requirements and can support you with them as required. While we will include all relevant medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated.

6. Support

Trusted Travel will endeavour to provide the level of support as requested by you. We use the booking form to determine your support needs and provide staffing support according to this and what is quoted at the time of the holiday enquiry. We ask that travellers be honest in the information provided when booking so to determine the correct level of support required, in particular, health and personal care needs, behaviours of concern, and night-time/overnight routines. Any extra support required whilst away on holidays may be billed to the client at the relevant support rate from the most recent NDIS Price Guide.

7. Our Change and Cancellation Fees

Subject to your refund and remedy rights under the Australian Consumer Law, the following change or cancellation fees may apply to your booking: a. Cancellation by You If you choose to withdraw your booking after 14 days of submission, you may be liable for a change and cancellation fee. These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking. This fee may be waived in extenuating circumstances at Trusted Travel’s discretion. Self-funded charges, excluding self-funded service packages, may be applied for late cancellation of a holiday. If you cancel, you may be liable for: o 30 days or more where bookings have commenced – loss of 10% deposit of non-NDIS expenses o 14-30 days – 50% of total cost of non-NDIS expenses o 0-14 days – 100% of total cost of non-NDIS expenses o If a 3rd party is involved in the booking, extra cancellation fees may apply according to their schedule of fees. o Cancelled NDIS-claimable supports are subject to the terms and conditions as outlined in your NDIS Service Agreement and NDIS cancellation policy. NDIS-funded charges may also be applied for service cancellation. Once a booking is received, Trusted Travel reserves the right to make NDIS-funded bookings on the client’s behalf. Once bookings have commenced, the client may be liable to pay up to 100% of the NDIS costs associated with the holiday even in the event of non-attendance or cancellation from their NDIS plan or, where the charges conflict with the NDIS cancellation policy and service agreement, from their personal finances. If the client has elected to self-fund their service package, Trusted Travel reserves the right to make bookings on the client’s behalf. Once bookings have commenced, the client may be liable to pay up to 100% of the self-funded service costs associated with the holiday even in the event of non-attendance or cancellation. b. Change by You If you change any aspect of your booking, we will do our best to accommodate your request, but it may not always be possible. All changes will be subject to any applicable travel service provider fees and Trusted Travel administration fees, and you will be responsible for any increase in pricing that may occur because of your change request. c. Cancellation or Change by Trusted Travel Trusted Travel will endeavour to operate all tours as planned and to the itinerary advertised. At times due to circumstances out of our control, or force majeure, we may need to cancel the holiday or alter the booking. In such instances where itinerary changes are made by us seeking to reduce inconvenience to guests, this will be considered a minor change and no compensation will be payable to guests. If major changes are required to the itinerary or proposed holiday dates, we will notify you and offer a credit or refund if you choose to cancel your booking.

8. Payment Methods and Terms

The Disability Trust will use the information you supply in the Trusted Travel booking form to create a debtor ID. The Disability Trust accepts the following payment methods: BPAY, EFTPOS, cheque, money order, credit card, cash and direct debit. No payment method offered incurs additional fees. All invoices are payable as per the terms stated on the invoice received, or 14 days prior to departure date (whichever comes first). Please contact the accounts department on 1300 347 224 or email for invoice or statement enquiries. As part of agreeing to these terms and conditions, you agree to have understood the application process for a credit account to be opened with The Disability Trust. You also confirm that the information provided in the Trusted Travel Booking Form is true and correct. a. You understand that if there is any default by the Client and/or Organisation in making payment to The Disability Trust, the information collected in this Agreement together with the information as to the amounts claimed by The Disability Trust to be owing and any related information may be accessed by The Disability Trust and their employees. b. You acknowledge that full payment of any debt must be made within the terms as set out above. c. You understand that the supply of goods and/or service/s to the Client may be refused if any particulars requested by The Disability Trust are not provided by the Client and/or Organisation or if these terms are not agreed to by the Client and/or Organisation. d. You acknowledge that The Disability Trust has requested the Client and/or Organisation to let The Disability Trust know immediately in writing of any change to the account information. The Client and/or Organisation acknowledges having been advised by The Disability Trust that Client and/or Organisation is entitled to access the account information from time to time and require The Disability Trust to take all reasonable steps to ensure that all such information is accurate, complete and up to date.

9. Liability

To the extent permitted by law, neither Trusted Travel nor any of its related bodies corporate, directors, officers, employees, servants or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth).

10. Frequent Flyer or Other Loyalty Program

Please let our consultants know your frequent flyer membership details (or other applicable loyalty program details) for inclusion in your booking. If you are booking online, please insert these details in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier of your frequent flyer or other loyalty program will credit you with points for your booking or provide you with any other particular benefit, including (without limitation) status credits or lounge access.

11. Baggage

Carriers publish baggage allowances applicable for carriage over their own services. Allowances include cabin baggage and checked baggage. These allowances tend to be based on a weight allowance or a piece system. We recommend you check your baggage allowance carefully, as you may incur a charge for the carriage of baggage more than their free baggage allowance. Carriers also publish baggage safety notices, which detail items that cannot be carried or can only be carried in checked baggage. Again, we recommend you ask your chosen carrier about the applicable baggage safety requirements.

12. Merchandise

a. Orders

Please read these Terms carefully before placing an order for any products. By placing an order for Products, you agree to these Terms. We will be deemed to have formally accepted your offer of purchase when the merchandise order form has been received. Each order accepted by us will be a separate and binding agreement between you and Trusted Travel for the supply of the relevant Products in accordance with these Terms. You must provide accurate and current information when ordering your Products. You are responsible for checking the size, options, colours, materials and other relevant information that you submit with your order. By submitting an order, you represent that all Products, sizes, quantities and component variables listed in the order are correct.

b. Your legal rights

Your purchase of Products will be subject to certain laws including, without limitation, the Australian Consumer Law contained in the Competition and Consumer Act 2010 (Cth) (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms is to be read or applied to exclude, restrict or modify any guarantee or other right or remedy in the ACL or other law which cannot by law be excluded, restricted or modified.

c. Pricing and taxes

Prices are as shown on this website. Trusted Travel reserves the right to change the prices of Products at any time without notice to you. The price displayed at the time that you place your order will continue to apply to you even if the price changes before your order is accepted by us. Prices will be displayed in Australian dollars.

d. Order cancellations

If you change your mind on your order, you should let Trusted Travel know as soon as possible. If not, you may be liable to pay for the order. Trusted Travel will assess each order cancellation individually and will contact you with a decision. Except to the extent required by the ACL or other applicable law, we will not be liable to you, or any other person, for any loss, damage, cost or expense suffered or incurred due to order information being incomplete or inaccurate. e. Returns and refunds You should check your Products as soon as you receive them and ensure that the order has been filled correctly and the Products are not damaged or faulty. If Products supplied to you are damaged or faulty or are not the Products you ordered, you must contact and inform us as soon as possible. Gift cards cannot be refunded. The amount purchased on the gift card will be applied to your account with The Disability Trust and cannot be exchanged for cash. We will refund Products that were damaged or faulty at the time of supply to you. Please return the product/s to us in the original condition within 10 days of receipt, and we will assess your return request, and if appropriate, replace or refund your purchase. All returns should be sent with supporting documentation in original or appropriate packaging to: Trusted Travel, Level 1, 5 Edney Lane Coniston, NSW 2500, Australia

13. Modification to these terms and conditions

We reserve the right to modify any of these Terms and Conditions at any time without prior notice. If we make changes to any of these terms and conditions, we will post the amended terms and conditions on the Trusted Travel website, applications, or services, which are effective upon posting. The applicable terms that apply are those in effect at the time you make a booking.

14. Governing Law

If any dispute arises between you and us, the laws of Australia will apply. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia and waive any right that you may have to object to an action being brought in those courts.

15. Acknowledgement

You acknowledge that you are 18 years of age or older and that you understand and agree with the above Terms and Conditions and our Privacy Policy.