Your Booking

Amend / Change a Booking

To amend to your booking, simply contact the Service Provider via the contact details printed at the bottom of your ticket.


Cancel a Booking

Cancellations must be requested in writing via the Cancellation Request form shown right.  Our cancellation team is available weekdays, 9am – 4pm AEST. Cancellations cannot be fulfilled outside of these hours and typically require 2-business days to action. Cancellations may incur fees, as displayed on your ticket.


Terms & Conditions:

Your booking is sold to you by Hero (Travel Technologies Pty Ltd), under advice from your advisor The Product you are purchasing may be provided by a third-party Supplier, however ‘Hero’ or ‘Hero Travel’ may appear on your bank statement for any card payments that you make with us.

Your Responsibilities

  • Check your tickets carefully, paying special attention to the start date & time, pick-up location and what to bring. If you have any questions, contact the Supplier directly via the contact details shown on your ticket.
  • If indicated on your ticket, you must reconfirm your booking with the supplier to clarify any important information that may be required, such as dietary requirements.
  • If you hold an Open-Dated / Flexible Ticket, you are required to contact the Supplier directly to secure your preferred date. Minimum notice periods are shown on your ticket. Availability may be limited and surcharges may apply during peak periods, so we recommend securing your dates as early as possible.
  • Don’t be late! Ensure you arrive on time at the start location at the start time shown on your ticket, or any other time and location pre-arranged with the Supplier whilst reconfirming.

Cancellations initiated by You

Hero’s cancellation team operates weekdays, 9am – 4pm AEST. Cancellations cannot be fulfilled outside of these hours and typically require 2-business days to process. Cancellations may incur fees, as displayed on your ticket.

Deposits paid by you for bookings are non-refundable, but may be used as online credit towards future bookings. Card fees (if applicable) are non-refundable.

Cancellation Fees apply in all cases where a tour is able to run. This includes instances outside of your control. For example, road closures due to flooding that block you from arriving on time will not warrant a refund. Hero recommends that you obtain travel insurance to protect against such instances.

Cancellations initiated by Suppliers

If a Product is cancelled by the Supplier, we will refund you the amount paid for the Product, less any fees retained by the Supplier.

Please note that in the case of Natural Disasters (e.g. flood, fire, cyclone, etc) some Suppliers may not offer refunds. We strongly recommend travel insurance to cover this situation.


All card refunds will be processed by us in the currency and to the card in which it was originally paid. If your card uses a different currency, the amount you receive may be different from the original amount paid due to exchange rate fluctuations. Hero is not liable for these fluctuations, or any fees your bank charges.

Suppliers of Products

We endeavour to recommend Products from Suppliers that will meet your expectations. However, to the extent permitted by law, we will not be held responsible to You for any loss, expense or damage that you may suffer during preparation or participation in these Products, no matter the cause.

These matters are the responsibility of each Supplier and you agree that you will not hold us liable in any such circumstance.
We have no responsibility for any services or experiences provided or not provided by the Supplier or any other party. We make no warranty or representation regarding the standard of any service to be provided to you by the Supplier.

Tickets are issued subject to the terms and conditions of each Supplier in addition to these Terms & Conditions.

Risk & Insurance

By arranging travel, we are not guaranteeing that it is without risk – and, to the fullest extent permitted by law, we will not be liable for any resulting damages or losses.

Suppliers warrant that they maintain appropriate public liability insurance for all risks associated with their business and service provisions. We make no warranty or representation about their business or services whatsoever. The responsibility rests with you to make independent enquiries with the Supplier or other third parties as to the need to acquire your own insurance cover.

Pricing & Product Information

We act upon the information we receive from Suppliers. Ticket information including product inclusions and departure details etc is current as of the last product update made by the Supplier.

All prices are dynamic and subject to change at any time at the discretion of the Supplier.

Extra Costs

Some tours have additional costs / levies (such as National Park Fees) that must be paid at check-in or during your trip. Where we are notified, these are shown on your ticket. Check with each Supplier when reconfirming your booking.

ID Requirements

It is your responsibility to ensure that you hold valid proof of age and identity documents including passports, visas and re-entry permits which meet the requirements of immigration and other government authorities.

Your Information

We collect some personal information from you to provide travel services. Such information may consist of, but is not limited to, your name, age, phone number and email address. This information is stored in secure operating environments that are not available to the public. We have in place reasonable commercial standards of technology and operational security to protect all information provided via this website from unauthorized access, disclosure, alteration, or destruction.