OUR POLICIES
 

Your acceptance of our Terms and Conditions listed here implies Your explicit agreement to Our Service Policy which You can read here: https://www.treksupport.com.au/policies  and to our Disclaimer Policy which you can read here: https://www.treksupport.com.au/disclaimer 

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We reserve the irrevocable right to terminate Your booking if You fail to comply with Our Service Policy which will result in termination fees; cancellation of any services you have booked and the repossession of any hired gear. We will not be liable for any refunds if your booking is terminated as a result of a violation of this policy.

 

CANCELLATION FEES PRIOR TO TREK

 

If You cancel Your booking You will incur a cancellation fee. Below are the cancellation fee rates. % based on your booking fee:

•    Outside 30 days from date of Your Pre-Trek Date: 30% cancellation fee
•    30 days or less from the date of Your Pre-Trek Date: 50% cancellation fee
•    15 days or less from the date/time of Your Pre-Trek Date: 70%
•    7 days or less from the date/time of Your Pre-Trek Date: 100%

 

HIKER INITIATED TERMINATION DURING TREK

If You terminate (quit, pull out, get hurt etc) Your trek whilst on the trail for whatever reason, You will not be reimbursed any monies from Your booking fee.  

 

You will be required to return all hired equipment, communications gear and any other LTTS property You have possession of, to Us on Your immediate return to Alice Springs.

 

SHORT NOTICE MODIFICATIONS TO TRANSFERS

 

If You modify Your transfer (pick up and/or drop off point) differently to that originally booked within 7 days of your scheduled transfer or while on Your hike, You:

 

• will not be reimbursed any fare not used

• will not be reimbursed any differences in any fares

• may be charged extra fees if the transfer location is at a further or remote distance than the original transfer point 

• will incur a Booking Modification Fee ($55)

• will be charged with the full additional transfer fee

 

While We will do Our very best to fulfill a short-notice modification, We cannot guarantee this will always be possible due to the limitations of booking commitments, staff availability and limited vehicle availability.

 

We accept no responsibility or liability as a consequence of any short notice modification to Your transfer We cannot fulfil.

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LTTS INITIATED TERMINATION AND MODIFICATIONS OF TRANSFERS & SERVICES

 

Any booking or part of a transfer/trek package booking that is terminated by Us due to external influences such as natural disasters or official NT government-enforced closures which are beyond Our ability to control such as road closures, park closures, flooding, inaccessibility and bushfires, will not be provided with a refund. A credit equivalent of the booked packaged or affected part of the booked package will be offered to You and will be valid for 24 months from the date of the termination.

 

If We terminate a transfer or trek package booking due to Our own internal reasons, You will be provided with a 100% refund.

 

ADMINISTRATIVE CHANGES TO YOUR BOOKING - CUSTOMER INITIATED

Any booking modification requests for changes to Your booking such as date changes, additional passengers or drop off/pick up locations etc will incur a $55 fee per booking modification request. This includes any requests You make while on the Larapinta Trail.

 

DROP OFF & PICK UP DAY / FORFEIT OF BOOKING FEE

 

You must be at the agreed pickup location at the agreed time. Our schedule and commitments to other passengers will be affected by late arrivals - something We want to avoid. We offer a ‘window’ period of 10 minutes wait times for pickups, depending on Our schedule and how many other passengers We have with Us at the time.

 

If You fail to be present at the nominated pick up point at the nominated location within these designated window periods, We may depart without You and You may forfeit Your booking and/or will receive no refunds for a 'no boarding'.

 

We reserve the right to depart on schedule and without You if You fail to meet the designated window timings and fail to notify Us.

 

We shall not be held financially liable for any consequential losses or damages resulting from any terminated or modified transfer or trek package (or booking). This includes, but is not limited to, any flights or accommodation missed as a result of a late transfer or complete cancellation of a transfer.

 

PASSENGERS

Only passengers listed in the Booking Form will be permitted to board the vehicle. If You are at the drop off or pick up point and You have a person who intends boarding with You, but who is not permitted to travel with Us, that person will be denied boarding. If You decide that You do not want to board without the unapproved person, You can do so, but You will not receive any refunds and will forfeit Your booking fee

 

ACCOMMODATION – PRE-AND POST TREK

 

You must have accommodation in Alice Springs before and after Your trek. If You do not have pre-/post accommodation, You may void Your entire booking.

 

See the official list of accommodation We service here under No Accommodation No Transfer: https://www.treksupport.com.au/policies 

 

If You choose any other accommodation not listed in Our official accommodation list, You may void Your entire booking. You will not receive Your pre-trek deliveries and You will be picked up for Your transfer/ or dropped off after Your Transfer.

 

If We are required to drop off or pick up from accommodation or a location not listed in

Our official accommodation list, You will be charged $50 for every single drop off and/or pick up We make on Your behalf. 

NO STOVE FUEL NO TRANSFER' POLICY

 

If You cannot show us Your receipt from Your local Alice Springs stove fuel purchase, before the start day of Your trek, You will void your booking which means 100% loss of your booking fee and being stranded last minute on the day of Your transfer. You can buy Your stove fuel directly from Us or in town.

 

CUSTOMER CONDUCT AND BEHAVIOUR

 

We (LTTS staff, contractors and support personnel) will not tolerate or accept any perceived, interpreted, assumed, suggested or directly aggressive, abusive, offensive or dangerous conduct or behaviour by any customer towards LTTS staff, contractors and support personnel or other LTTS customers during the delivery of Our services, whether this occurs in person, via email or phone or any other online or physical space.

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We reserve the unconditional right to terminate Your booking and/or remove You from any of our property such as Our vehicles or offices. You will NOT be refunded or compensated for any termination and We shall not be held financially liable for any consequential losses or damages resulting from any termination of your booking.

FOOD / CONTAINER DROPS

(Including Fresh Food Drops/Bounce Boxes/ Resupplies)

 

While We will make every attempt to ensure the food drops are protected from insects, wildlife, climatic influences, snooping, tampering and theft, We will not be held responsible for anything which may occur after We have dropped off the containers. After We drop off the containers Our responsibility is discharged.

 

We do not accept any responsibility for any theft, damage or otherwise, to any food or anything else You place in your food container.

 

You use the food/container drop service at Your own risk.

 

UNUSED SERVICES 

Any services within Your booking not used or only partially used will not be refunded. For example, if You do not take Your transfer, You will not be refunded for that transfer.

 

INCLUSIONS & ADD-ONS

(Relevant to services and package inclusions added or included in bookings)

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PAY ATTENTION TO THIS SECTION! UNLESS YOU SPECIFICALLY BOOKED THESE EXTRAS, DON’T ASSUME THEY ARE INCLUDED. IF YOU HAVEN'T BOOKED THE EXTRA ADD-ONS AND THEY ARE NOT INCLUDED IN YOUR PACKAGE THE INFO BELOW DOES NOT APPLY TO YOU.

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PLB AND SPOT TRACKER RENTAL 

Refer to the PLB Terms and Conditions which apply to these Terms and Conditions
 

Refer to the SPOT Tracker Terms and Conditions which apply to these Terms and Conditions
 

It is entirely and wholly Your responsibility to ensure You have sufficiently researched, familiarised Yourself with; and understand how to use any equipment We issue or provide to You, such as PLB’s, SPOT Trackers and any trekking gear.

 

STOVE FUEL ALLOCATION FOR ESSENTIAL/EXTRA TREK PACKAGES

Extra Packages: The free stove fuel is offered in good faith based on the mutual understanding that You will request only the amount You (or Your group) will need for the duration of Your trek.

Any amounts deemed by Us as excessive will be questioned. We reserve the right to reject any excessive fuel requests and provide You only with an amount We deem suitable.

Essentials Package: Refer to Your Trek Package stove fuel allocation.

 

GEAR RETRIEVAL

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Gear retrieval must be pre-booked when the original booking is made.

Any personal items, gear, kit or equipment You place in Your food container for retrieval is done so at Your own risk. 

While the risks of theft and damage are rare, We do not accept any responsibility for any theft, damage or otherwise, to any personal items, gear, kit or equipment You place in your food container for retrieval.

If You terminate Your trek early before We can retrieve and return Your gear to you, You will be responsible for any postage, shipping and handling fees if You want Your gear posted to You.

 

BAGGAGE STORAGE 

Your Baggage is stored in secure cool storage and is well-protected from potential theft, loss or damage.

While we make every effort to ensure Your baggage is kept secure, We do not accept any responsibility from any loss, damage or theft caused to Your baggage while in Our possession

 

PRE-TREK PLANNING SUPPORT 

While We endeavour to provide the most useful, practical information, advice and guidance to support Your planning and preparation, We are in no way responsible or liable for any negligence, consequential loss, damage or expense resulting from the information We provide You.

It is entirely and wholly Your responsibility to ensure You are prepared for Your trek and have completed the necessary research to ensure You are sufficiently informed.

 

LIMITED LIABILITY AND INDEMNITY

YOU INDEMNIFY AND RELEASE US AGAINST, AND HOLD US HARMLESS FROM, ANY AND ALL CLAIMS, ACTIONS, DEMANDS, SUITS, PROCEEDINGS, COSTS, EXPENSES, DAMAGES AND LIABILITIES, INCLUDING REASONABLE SOLICITORS FEES AND COSTS, ARISING OUT OF, IN CONNECTION WITH, OR RESULTING FROM THE SERVICES WE PROVIDE YOU . EXCEPT TO THE EXTENT IMPLIED BY LAW, YOU SHALL BE RESPONSIBLE FOR ALL RISKS WHATSOEVER OF OR IN CONNECTION WITH OUR SERVICES AND THE ACTIVITY YOU ARE UNDERTAKING, INCLUDING RISKS OF THIRD PARTY DAMAGE TO PERSONS OR PROPERTY AND RISKS OF LIABILITY TOWARDS PERSONS WHO OR WHOSE PROPERTY MAY BE AFFECTED BY YOUR ACTIVITY.
 

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Updated SEP 2024