Comfy Travel Terms & Conditions
1. Introduction
Welcome to Comfy Travel, operated by Support Point Pvt Limited (Email: admin@comfytravel.com.au). By booking a holiday, requesting accessible accommodation, arranging medical travel, or using any of our seven NDIS-supported travel services, you agree to comply with these Terms & Conditions. These terms set out your rights, responsibilities, and our mutual obligations, and are governed by the laws of Victoria, Australia.
2. Definitions
- Comfy Travel, We, Our, Us: Support Point Pvt Limited trading as Comfy Travel.
- Client, Traveller, Participant, You, Your: The person booking or using any Comfy Travel service, including their family, legal guardians, or authorised representatives.
- Carer, Support Person: Anyone assisting the participant on a holiday or trip.
- NDIS: The National Disability Insurance Scheme.
- Holiday/Service: Any trip, accommodation, transport, support, or experience provided by Comfy Travel, including but not limited to Accessible Accommodation, Medical Travel Support, Respite Travel, Return to Country Trips, Supported Holidays, Family and Friends Visits, and Wheelchair Vehicle Hire.
3. Acceptance of Terms
- 1. By booking or using our services, you accept these Terms & Conditions.
- 2. These terms may only be amended in writing and agreed by both parties.
- 3. A completed Booking/Application Form and acceptance of these Terms & Conditions is required to confirm your booking.
4. Service Scope
- 4. Comfy Travel provides:
- o Supported Holidays
- o Accessible Accommodation
- o Medical Travel Support
- o Respite Travel and STA
- o Return to Country Trips
- o Supported Visits to Family & Friends
- o Wheelchair-Accessible Vehicle Hire
- 5. Services are only available where we can safely and adequately meet your support and care needs.
- 6. We reserve the right to decline or withdraw bookings for safety or operational reasons.
5. Eligibility and Bookings
- 7. Clients must complete and sign all required Comfy Travel Application and Medical Consent Forms prior to travel.
- 8. Information provided must be true, accurate, and kept up to date.
- 9. By booking, you confirm you are medically and physically suitable for your chosen service, as assessed by your practitioner if necessary.
- 10. Where a participant has a legal guardian, guardian consent is required.
- 11. Bookings are subject to availability and Comfy Travel approval.
6. Deposits, Payment, and Pricing
- 12. A deposit is required to secure your booking (e.g., $500 per person for domestic services).
- 13. Deposits are due within 14 days of booking (or immediately if travel is within 60 days).
- 14. Balance of payment is required 60 days before departure unless stated otherwise.
- 15. Late payment may result in cancellation without refund.
- 16. Pricing may change due to external circumstances; changes will be communicated promptly.
- 17. All prices are in Australian dollars (AUD) and include GST where applicable.
7. NDIS Funding
- 18. Only supports approved in your NDIS plan and service agreement can be claimed as NDIS-funded.
- 19. Expenses not covered by NDIS (e.g., flights, meals, entry fees, some accommodation) are paid privately.
- 20. NDIS claims are submitted after service delivery.
- 21. If your NDIS funding is unavailable, suspended, or cancelled, you/your representative are responsible for any unpaid costs.
- 22. Please notify Comfy Travel immediately of any changes to your NDIS plan.
8. Travel Insurance
- 23. Travel insurance is mandatory for international trips and cruises, and strongly recommended for all other travel.
- 24. You are responsible for arranging insurance to cover pre-existing medical conditions.
- 25. Comfy Travel is not liable for insurance claims or disputes.
- 26. If you choose not to purchase travel insurance, you must confirm this in writing.
9. Inclusions and Exclusions
- 27. Included: All support hours, accommodation, activities, entry fees, and accessible transport as specified in your quote/itinerary for the selected service.
- 28. Not included Personal spending, travel to/from departure point (unless specified), travel insurance, medical costs, laundry, toiletries, equipment hire not stated, or any extras not listed in your itinerary.
- 29. Additional support or requests not pre-approved will be charged separately.
10. Health, Medication, and Medical Support
- 30. All medication must be supplied in industry-approved packaging, with enough for the holiday plus at least three extra days.
- 31. Full medical disclosure is required at booking; changes must be communicated.
- 32. Over-the-counter medication is administered only with written consent, as per guidelines.
- 33. You agree to pre- or post-travel health checks or tests as required by Comfy Travel or government health authorities.
- 34. Refusal to participate in required health checks may result in cancellation.
- 35. In a medical emergency, you authorise Comfy Travel or staff to seek medical treatment on your behalf.
11. Behaviour, Safety, and Participation
- 36. Comfy Travel may withdraw services or end travel early for:
- Behaviour risking safety or enjoyment of others
- Aggression, disruptive conduct, or breach of law or safety
- Non-compliance with staff or support guidelines
- 37. Smoking, illicit drugs, and alcohol (unless in designated areas) are not permitted.
- 38. You must treat all staff, participants, and the public with respect.
- 39. You are responsible for property damage or injury caused by your actions.
- 40. Staff ratios are set for safety; high-risk behaviours may not be accommodated.
12. Supported Travel for Medical Appointments, Family & Social Visits
- 41. Comfy Travel offers supported medical travel, accessible accommodation, family visits, and social trips as standalone or add-on services.
- 42. NDIS funding applies only where not covered by health system and if aligned with plan goals.
- 43. Accommodation and wheelchair vehicle hire can be arranged for medical, family, or cultural trips.
- 44. All arrangements subject to NDIS eligibility and available funding.
13. Cancellations and Refunds
- 45. All cancellations must be in writing.
- 46. Standard cancellation fees apply (see website or your quote for details).
- Domestic Services:
- 60+ days: loss of deposit
- 31–59 days: 50% of total cost
- 0–30 days: 100% of total cost
- 47. Refunds may be possible if your place is filled, minus admin costs.
- 48. No refunds for change of mind or early withdrawal.
- 49. If Comfy Travel cancels a trip, a full refund or credit will be offered.
- 50. Cancellations due to pandemics or force majeure may result in credits or refunds, subject to supplier policies.
14. Travel Documentation
- 51. You are responsible for all necessary travel documents (passport, visas, health certificates).
- 52. Comfy Travel is not liable for refusal of travel due to incorrect documentation.
15. Operation and Itinerary Changes
- 53. All holidays, STA, and travel services operate with at least one fully paid participant.
- 54. Comfy Travel reserves the right to alter, modify, or cancel tours as needed for safety.
- 55. Alternatives or refunds will be offered if minimum numbers are not reached.
- 56. Itinerary changes due to unforeseen events are at Comfy Travel’s discretion.
- 57. Additional costs from itinerary changes are the participant’s responsibility.
16. Support Preferences and Ratios
- 58. You may request a preferred support worker. We will try to accommodate but cannot guarantee.
- 59. Staff ratios are fixed for safety and support needs and cannot usually be changed after booking.
- 60. Overnight or nursing support is available at extra cost and must be requested in advance.
17. Money Handling
- 61. Spending money should be sent to Comfy Travel in advance for safekeeping if required.
- 62. Prepaid cards may be managed by Comfy Travel, with small fees applied if issued by us.
- 63. Loss or misuse of cards managed by us is our responsibility; self-managed card losses are not.
18. Privacy Policy
- 64. Comfy Travel follows the Privacy Act 1988 (Cth) and state laws regarding collection, use, and storage of your information.
- 65. Your personal information is used only for planning, providing, and managing your services, and for legal compliance.
- 66. We do not sell or trade personal information.
- 67. Disclosure occurs only to meet service or legal requirements.
- 68. Your records are securely stored and destroyed or de-identified when no longer required.
- 69. You may request access or correction of your records; we respond within 14 days.
19. Media, Photos, and Promotion
- 70. Photos and videos may be taken and used for promotional purposes unless you opt out in writing before departure.
- 71. By joining, you consent to your image being used in Comfy Travel’s materials unless you withdraw consent.
20. Incident Management
- 72. Incidents are reported by the Tour Leader within 24 hours and managed per NDIS rules.
- 73. Incident reports are shared with you or your representative.
- 74. Unaddressed incidents will be closed following NDIS policy.
21. Feedback and Complaints
- 75. We welcome feedback and complaints by email, phone, or in writing.
- 76. All complaints are handled confidentially and responded to within two business days.
- 77. You can escalate unresolved complaints to the NDIS Commission, Disability Services Commissioner, or advocacy services.
22. GST and NDIS Payments
- 78. Supplies under this agreement are reasonable and necessary NDIS supports. If your plan is changed or cancelled, you are liable for outstanding payments.
- 79. NDIS funds are claimed only after supports are delivered.
23. Limitation of Liability
- 80. Comfy Travel is not liable for injury, loss, or property damage except as required by law.
- 81. You indemnify Comfy Travel against all claims arising from your actions.
- 82. Comfy Travel acts as an agent for external suppliers and is not liable for their acts or omissions.
- 83. Refunds for third-party services depend on their terms.
24. General Terms
- 84. These Terms & Conditions are the full agreement between you and Comfy Travel.
- 85. Any invalid provision will be severed, and the remainder enforced to the maximum extent allowed by law.
- 86. Amendments must be in writing.
- 87. This agreement is governed by the laws of Victoria, Australia.
25. Baggage and Property
- 88. Luggage is limited to one bag up to 20kg and one carry-on up to 7kg, unless otherwise specified. Airlines may have additional restrictions.
- 89. You are responsible for your property and liable for loss or damage costs.
26. Participation and Membership
- 90. Comfy Travel may withdraw your participation for safety or operational reasons.
- 91. If withdrawal is required, the guardian/carer must collect the participant and bear all associated costs.
27. Booking Confirmation & Travel Documents
- 92. Bookings are confirmed only when the Booking and Medical Forms are completed and deposit paid.
- 93. All travel documents are subject to service provider terms.
28. Consent and Acknowledgement
- 94. By booking, you confirm your information is true, and you accept these Terms & Conditions.
- 95. You consent to use and disclosure of personal information for service delivery.
- 96. You authorise Comfy Travel staff to manage spending as agreed.
30. Contact and Advocacy
- 100. For questions, support, or feedback, contact Comfy Travel at admin@comfytravel.com.au or [insert phone number].
- 101. For advocacy or support, contact a disability advocacy group (see: Disability Advocacy Finder).
By paying a deposit or signing the Application Form, you acknowledge and agree to all Terms & Conditions, including requirements, inclusions, exclusions, and the Comfy Travel service promise.