Booking Arrangements

These booking conditions only apply to holiday arrangements which you book with us in Australia and which we agree to make, provide or perform (as applicable) as part of our contract with you. All references in these booking conditions to “holiday”, “booking”, “contract”, “package”, “tour” or “arrangements” mean such holiday arrangements unless otherwise stated. In these booking conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them as the context requires. “We”, “us” and “our” means Kintetsu International Express (Oceania) Pty Ltd ABN 45 003 425 867.

All communications from us will be via email.

Products sold by us

All products sold by us have been provided by reputable airlines and/or suppliers and are subject to their conditions and changes without notice. Airline tickets and passports must reflect identical names as some airlines will deny travel if there are any differences.


All prices on our website are in Australian Dollar.
Prices for Australian Domestic tour includes GST (Goods and services tax)

Deposit & Final Payment

Australian Domestic and New Zealand tours

A non-refundable deposit of 10% of the package price per person for all land-only booking is payable within 3 business days of confirmation. The balance must reach us no later than 30 days prior to departure.

Escorted Tour, Ski and Japan Tour arrangements

A non-refundable deposit of 10% of the package price per person for all land-only booking is payable within 7 days of confirmation. The balance must reach us no later than 60 days prior to departure.

Payment Methods

We accept credit card and direct deposit. Please make payments by the payment due date as per our deposit and final payment terms. Credit & Debit card merchant fees apply. (Visa and Master 1% and Amex 2%) If you make a direct deposit, please send us a copy of your bank transaction receipts by email. Direct deposits may incur an additional bank fee which is payable by customer. If you purchase from overseas, we accept credit card only. Do note that we do not accept credit card detail electronically.

We do not accept credit card payments from a third party without the cardholder’s written authorisation together with a copy of the front and back of the card used to make the purchase.

If for any reason the deposit or the final balance is not received by us by the due date, we reserve the right to treat your booking as cancelled and apply the appropriate cancellation charges. The deposit will be forfeited.

Cancellation by Customer

Should you or a member of your party cancel your booking or any part of your booking, you must advise us in writing by email. Cancellations by phone will not be accepted. Cancellation date is the date when we have received and confirmed your written cancellation. If you email us sometime outside our business hours, the next earliest operation date will be the date of cancellation received.

Our website applies Australian Eastern Standard Time, AEST (UTC+10).

All cancellations will be subject to the following cancellation charges from the date the written cancellation is received:

Australian Domestic Tour and New Zealand Tour

  • 1. Once airline and rail tickets are issued, up to 100% of the airfare and rail fare
  • 2. More than 30 days prior to departure; loss of deposit
  • 3. Between 29 and 15 days prior to departure; 50% of the total cost
  • 4. Less than 15 days prior to departure 100% of the total cost
  • 5. Any ‘no show’; 100% of the total cost

Escorted Tour, Ski and Japan Tour Arrangements

  • 1. Once airline and rail tickets are issued, up to 100% of the airfare and rail fare
  • 2. More than 60 days prior to departure; loss of deposit
  • 3. Between 59 and 15 days prior to departure; 25% of the total cost
  • 4. Between 14 and 7 days or less prior to departure 50% of the total cost
  • 5. Between 6 and 1 days or less prior to departure 100% of the total cost
  • 6. Any ‘no show’; 100% of the total cost

Domestic & International Service, Amendment & Cancellation Fees

The following service fees from us will apply. Service fees are including GST applicable per person and are all non-refundable. These service and change fees are in addition to the penalty fee, airfare and taxes differential levied by the airlines, Japan Rail Pass & Kintetsu Rail Pass as per their conditions at the time of purchase and our suppliers’ fee.


Booking Fee Amendment Fee Cancellation Fee
Domestic & Trans-Tasman flight $ 22.00 per one-way per person $ 44.00 per ticket per person Non-refundable
Domestic & New Zealand Land $ 55.00 per booking per person Refer to the above cancellation fee
Electronic Visa Processing Fee for NZeTA $ 55.00 per person Non-refundable Non-refundable
Credit Card Merchant Fee Non-refundable


Booking Fee Amendment Fee Cancellation Fee
International flight $ 50.00 per ticket per person $ 50.00 per ticket per person Refer to individual airfare conditions
International Land $ 50.00 per booking per person Refer to the above cancellation fee
Electronic Visa Processing Fee for ETA $ 55.00 per person Non-refundable Non-refundable
Credit Card Merchant Fee Non-refundable

Domestic & International Airfare Conditions

Airfare conditions vary with airlines. Some fares have special requirements and payment deadlines. Please check these conditions with our agent.

There are numerous rules and regulations affecting most advance purchase and other discounted air fares, which involve substantial cancellation or amendment fees, and in some instances there are no refunds whatsoever on cancelled air tickets should you need to amend or cancel your travel plans. If you have any queries regarding these fees, please do not hesitate to contact us. You must familiarise with the rules and check the conditions applicable to your airfare and ensure that you accept those rules and conditions before you make a booking. Once you confirm your booking and make payment you are bound by the rules and conditions applicable to the relevant airline carrier.

Airline Ticket Re-issue

If changes are made to your tickets, airline change fee, re-issue fee, any airfare and/or taxes differential will apply, plus an additional administration service fee from us will also apply.

Airline Ticket Cancellation:

If a cancellation is made to your ticket, airline cancellation fee will apply, plus an additional administration service fee from us will also apply. All Domestic Australia & New Zealand tickets are non-refundable. For International tickets, it depends on the type of airfare that you purchase. Please consult us before you finalise your International booking arrangement.

All flights bookings made on this website are subject to the carrier’s conditions of carriage.

Once full payment has been made, we reserve the right to charge cancellation or amendment fees to cover our administration costs. This fee is in addition to any charges levied by the airline carrier. Please note that the conditions for particular airfare may not permit refunds. If we are obliged to cancel your booking for any reason, our liability will be limited to a refund of all monies paid by you less any cancellation fees and subject to the airline carrier’s terms and conditions.


To the full extent permitted by the law, no refund is available after the travel/trip has commenced, in respect of any tours, accommodation, meals or any services not utilised.

Consular Advice

We recommend that you review information provided by the Australian Department of Foreign Affairs and Trade prior to making your booking by calling 1300 555 135, or by visiting their website for the latest information. We strongly recommend that you familiarise yourself with the latest Government Consular advice and information.

Travel Documents & Visa requirement

For Australian passport holders, visas are not required to enter New Zealand or Japan. Australian passport holders can stay in Japan for a maximum of 90 days without a visa. Australian travelling overseas must have a valid passport and the validity of the passport must be at least six months after the date of return. Furthermore, travellers residing in Australia who do not hold an Australian passport shall require a valid Resident Return Visa for Australia. All travellers should familiarise themselves with any health or visa requirement that may be applicable, and, you will be responsible for all exit, entry, health and other documents required by laws, regulations, orders, demands or requirements. If you are not holding an Australian Passport, please consult us for any visa requirements.

For non-Australian Passport holders travelling to New Zealand, a NZeTA (New Zealand Electronic Travel Authority) must be obtained at least 72 hours prior to departure. Furthermore, travellers residing in Australia who do not hold an Australian passport shall require a valid Resident Return Visa for Australia. We can obtain a NZeTA at your request for an Electronic Travel Visa Processing fee of $55.00 per person.

Booking Confirmations

Please check NAME, SCHEDULE and DETAILS of your booking before payment. Any errors in names, schedule and details on your documentation will be your responsibility if not advised at the time of booking. Service fees will apply for changes after ticket/documents have been issued. Any penalties, amendment and/or cancellation fees caused by the errors are the sole responsibility of the traveller.

Health Requirements

All customers are required to familiarise themselves with any health requirements specific to the countries being visited. Any dietary requirement/food allergy, disability, medical, health, physical, psychological, or behavioural condition (‘health conditions’) must be discussed with your doctor who can confirm your suitability to travel on your chosen tour. If you or any member of your party has any health conditions, which may affect you while travelling, you must provide us with full details in writing prior to making your booking so that we can assist you in considering the suitability of your arrangements. You must also promptly advise us if there are any changes to your health that may affect your holiday after your booking has been confirmed. Pregnancy is considered a medical condition and must be disclosed to us at the time of booking. In the best interests of yourself and of your tour group, we reserve the right to prevent you from further participation on our tour if your health condition presents itself that can significantly affect the enjoyment or wellbeing of yourself or the rest of your group. We will not be liable to refund any part of the price of the tour paid by you, or on your behalf, which you have not used if you are prevented from participating on tour due to your health condition. You will be responsible for making alternative arrangements to accommodate any health condition. The information provided does not, under any circumstances, make us liable if your condition exacerbates or affects your ability to participate in any portion of the tour. Your medical and dietary information is collected so that we may process your booking. Your medical and dietary information will be provided to our suppliers and partners overseas for the sole purpose of endeavouring to accommodate your condition where possible.

Changes in Prices & Itineraries

In this time of escalating prices and economic instability, it is impossible to predict accurately fluctuations in exchange rates or increases to the cost elements of the tours. We do not have control of airfares, fuel, airport and airlines taxes and surcharges, hotel rates and other service provider’s rates. In the event of such fluctuations or increases affecting the prices which we pay for transportation, hotel accommodation and other services, we reserve the right to adjust our prices as may be necessary at any time up to and including the day that final payment is made.

If we are forced to change your booking or part of your booking for any reason beyond our control, we reserve the right to vary your itinerary and will endeavour to give you notice thereof. In the event that any one change or series of changes to your itinerary demonstrates that your tour has thereby become materially different from the contemplated prior to the changes being effected and in respect of, we have accepted your deposit or full payment, you have the right to ask for a rearrangement or to withdraw from the tour and all monies will be refunded less any charges levied by suppliers.

It is essential you check with us whether any such changes have occurred in your tour before you complete your final payment. In the unlikely event that we have to cancel your tour because of events outside our control, we will, if we are able to, offer you an alternative tour of a similar standard. If you do not accept this alternative tour, we will refund in full any monies already paid.

Not Included in Tour Price: (For Escorted Tour, Ski and Japan Tour arrangements only)

Interstate and intrastate passengers are responsible for the cost of their own travel arrangements from their hometown to and from their choice of the international departure city. The price of any accommodation in Australia, passport, and visa costs where applicable, are not included in the tour price, nor are items of a personal nature such as laundry, taxis, telephone calls, excess baggage charges, insurance, porterage, drinks, meals and room service, unless specified.

Travel Insurance

Travel Insurance is strongly recommended by the Australian Department of Foreign Affairs and Trade for any travel. We strongly recommend that at the time of booking you purchase your travel insurance and have adequate cover for the duration of your trip. We cannot in any way be made liable for any additional cost incurred by our participants on any tour due to tour participants not having adequate travel insurance.

We can assist you to obtain travel insurance that suits your needs and can protect your interests. All insurance claims should be directed to the insurance company that you have selected.

Travel & Accommodation

It is important to note that all bookings with us are subject to the terms and conditions and limitations of liability imposed by airlines, coach operators, hoteliers, and other service providers, including but not limited to shipping, rail, car hire and restaurants, whose services we utilise. Some of which limit or exclude liability in respect to death, personal injury, delay and loss or damage to baggage and our liability is excluded or limited accordingly.

Tour Operations

Tour contents, prices, times and facilities may be changed with or without notice due to operation conditions, road conditions, weather or other reasons. Especially, operation during Easter holiday, Christmas holiday and New Year holiday may be different. If you have any concern, please feel free to contact our tour operators or guides.

Tour may not be able to be operated on the day because of weather, tides and other inevitable events/environments or when the minimum number of participants does not meet. (Minimum number of participants count adults only.) Most tours can be operated under the rain but if you have any concern, please feel free to contact our tour operators or guides.

During tours that include alcohol tastings, tour participants under the age of 18 years old will not be permitted to consume any alcohol due to the Alcohol Laws of Australia.

Meet-up Locations and Times

Each tour has various meet-up locations and times. Please be at the designated meet-up location at least 5 minutes earlier than the meet-up time. If you fail to show up at the designated meet-up location and time, we will consider it as a no-show. In this case, the tour fee is non-refundable and is forfeited. We have no responsibility for any loss due to this.

If reconfirmation is required, please do so a day prior to the tour date with the relevant suppliers during business hours. If you fail to reconfirm, you will miss any information about any changes to your tour. In this instant, we have no responsibility for any loss, and therefore cannot reschedule your tour and your tour fee is non-refundable and is forfeited.

Special Requests

If you have any special requests, you must inform us prior to making a booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any or all request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. Unless you receive written confirmation from the supplier that a special request will be complied with, you must assume that it will not be. The responsibility for providing the special request lies solely with the supplier and not with us. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

Hotel Descriptions, Maps & Photographs

Hotel descriptions featured on our website are based on current hotel guides provided by suppliers and contractual agreements. Any facilities described are subject to change at any time. Maps and photographs are included for general information only and may not necessarily reflect the actual routings, location or services. We have made reasonable enquiries to verify that the descriptions and details are accurate but do not warrant that they are.

Refusal of Carriage

We retain the right to remove customers from our group tours for reasons that impact on the enjoyment or safety of other tour members, such as, but not limited to, the physical, medical or mental inability of customers to undertake the arrangements of the tour, unsocial or unruly behaviour, or the carriage of prohibited substances and materials.

Joining your tour – Flights from your nearest airport:

Airline schedules from different cities vary so travellers from some cities may need to make their own way to another capital city to join the tour or may require pre or post-tour accommodation, a stopover or have a lengthy transit en-route to their destination. Any cost for accommodation, transportation or meals incurred will be the passengers’ own expense. We can assist with any of these additional services.

Your Obligation & Warranties

In consideration of us allowing you to book on-line, you warrant to us that: (a) you are at least 18 years old and have the power and authority to enter into a binding contract with us and with the carriers of product and services that you acquire; (b) the information you provide us about yourself is true, accurate, current as required. When making an on-line booking, you must enter details of each traveller correctly and accordingly to their passport. We have no responsibility for any loss or damage arising from the incorrect entry of a traveller’s name or as a result of the carrier’s policies.


We always do our best to ensure that your tour arrangements are satisfactory, and we accept liability for, but only to the extent of, any loss or damage sustained by you as a result of our negligence or that of our employees.

We do not accept liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, of those airlines, coach or tour operators, ferry or shipping companies, hoteliers or any other service providers or persons providing services in conjunction with your tour pursuant to a contract between them and yourselves and over whom we have no direct and exclusive control.

We do not accept liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to, war, threat of war, civil disturbance, terrorist activity, natural or nuclear disaster, fire, floods, unusually severe weather, acts of God, acts of government or of any other authorities, accidents to or failure of machinery or equipment or industrial action (whether or not involving our employees and even though such action may be settled by acceding to the demands of a labour group).

Law of Contract

This contract is governed in all respects by the law of the State of New South Wales and any legal action arising under this contract shall be litigated only in the appropriate court having jurisdiction in the State of New South Wales.

By making any payment towards a booking, the passenger has agreed to be bound by the terms and conditions set on this website. We have the right to change or cancel the program if necessary.


By making any payment towards a booking, the passenger has agreed to be bound by the terms and conditions set by us. We reserve the right to cancel or vary a tour prior to departure due to insufficient numbers of tour participants. In such an event, alternative guaranteed travel dates will be offered. Should these options not be acceptable, we will refund the full price paid, less visa processing cost. If a tour is cancelled or varied prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, we will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party. Unforeseeable circumstances such as force majeure, adverse weather, flight rescheduling, hotel overbooking and faults with transportation or road conditions may also have an effect on the tour itinerary after the commencement date. Any decision made in respect of tour services by independent operators to re-route or amend the itinerary due to any of the above or similar circumstances is at the discretion of the tour service provider and we shall not be liable for any claim whatsoever arising from such events.

Privacy Policy

Your personal details will only be used for the purpose for which you provided them (i.e. booking purposes and marketing communications) and are securely maintained in our Client File Database. Your personal details will not be passed on to any third party without your prior written authority, except where we are required by law to do so. Our full Privacy Policy can be viewed at

Direct Marketing

By opting-in to our marketing communications, you agree that we may use your personal information to send you newsletters and other information relating to our products that we think may be of interest to you.

If you no longer wish to receive marketing information from us, you can unsubscribe this by clicking the link in the footer of our emails or emailing us. You may continue to receive our newsletters for a very short period while our system updates your request after unsubscribing.

Revision and Corrections of Terms & Conditions

We may revise or correct any contents on this Terms and Conditions at any time without notice.

Our Stores

Kintetsu Sydney Travel Centre

Address Level 1, 120 Sussex Street, Sydney, NSW 2000 Australia
Tel 02-8251-3300
Business Hours Monday – Friday 09:00 – 17:30 (Closed on weekends and public holidays & company holiday/31 Dec)

* Please book at least 7 days prior to departure or check-in.

Kintetsu Melbourne Travel Centre

Address Suite 6.12, Level 6, 365 Little Collins, Melbourne, VIC 3000 Australia
Tel 03-9654-3320
Business Hours Monday – Friday 09:00 – 17:30 (Closed on weekends and public holidays)

* Please book at least 7 days prior to departure or check-in.

About Kintetsu

In Australia

Kintetsu International Express (Oceania) is an ATAS accredited travel agent in Australia, a member of the Australian Federation of Travel Agents. In Australia, we specialise in arranging Corporate and Group Travel for businesses, schools, religious groups and cultural organisations. We have Travel Centres in Sydney and Melbourne serving our Australian customers and offices in Cairns, Gold Coast and Auckland handling Japanese inbound tours. We are also an authorised travel agent to sell Japan Rail Pass and Kintetsu Rail Pass in Australia

In Japan and Worldwide

Kintetsu International belongs to the travel arm of the Kintetsu Group, a multi-billion-dollar conglomerate which operates a major Japanese rail system, bus & freight forwarding companies, department stores, restaurants & hotel chains. We have more than 150 offices in Japan and more than 40 overseas offices worldwide. Utilising our global network, we guide our customers to every location around the globe with quality and dependable services.