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TIERRA TREKKING CO

Booking Conditions

Effective Date: 01/04/2025

  • The following booking terms and conditions form an agreement between you (the client) and Tierra Trekking Co. ("we," "us," or "our"). Please review them carefully. By requesting confirmation of a booking from us, you confirm that you understand and accept these conditions on behalf of all persons named in your booking.

  • A booking is confirmed and becomes binding once Tierra Trekking Co. issues a written booking confirmation. Tierra Trekking Co. reserves the right to decline bookings at its discretion. Only the owner of Tierra Trekking Co. has the authority to alter, waive, discount, or refund any part of these booking conditions.

  • Prices are listed in Australian Dollars (AUD) and are based on current exchange rates, supplier costs, and operational fees at the time of booking. We strive to avoid price changes but reserve the right to adjust prices without prior notice under certain conditions:

    • Significant currency fluctuations resulting in a change of over AUD 100 to your total trip price until your full payment is made.

    • External circumstances beyond our control, such as government charges, airline surcharges, or unforeseen events.

  • Specific inclusions for your Camino de Santiago tour are detailed on your tour itinerary page. Unless specifically listed, the following items are excluded:

    • Airfares and associated taxes

    • Travel insurance

    • Passport and visa fees

    • Medical tests required for travel (e.g., PCR tests)

    • Meals and beverages not explicitly stated as included

    • Personal laundry

    • Optional activities and excursions

    • Excess baggage charges

    • Tips and gratuities

  • To confirm your booking, a non-refundable deposit of AUD 400 per person is required at the time of reservation. In some cases—such as shorter Camino trips, private itineraries, or packages that include flights—a different deposit amount may apply. Your consultant will let you know if your trip requires a variation to this standard amount.

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    The full balance of your trip cost is due 60 days prior to your scheduled departure, unless otherwise specified as part of a special offer. For bookings made within 60 days of departure, payment in full is required at the time of booking.

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    Please be aware that your place on the trip is not secured until we receive your deposit. We are unable to hold services without payment, so availability and pricing may change. If the cost increases or services become unavailable before your deposit is received, we are not responsible for securing original prices or arrangements, and any resulting increase will be your responsibility.

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    We reserve the right to cancel any booking or deny travel if payment deadlines are not met. It is your responsibility to ensure all payments are made on time, as we do not issue reminders.

  • If you need to cancel your trip, cancellation fees will apply based on how far in advance we receive your written notice of cancellation:

    • 56 days or more before departure: Loss of deposit

    • 31 to 55 days before departure: 50% of the total trip cost

    • 30 days or fewer before departure: Up to 100% of the total trip cost, depending on costs already incurred on your behalf

     

    All cancellations must be submitted in writing and are not considered effective until received by us.

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    Once your trip has commenced, no refunds will be issued for any unused services, early departures, or missed portions of the itinerary—regardless of the reason.

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    These cancellation terms apply specifically to our Camino tour packages. Different cancellation policies may apply to flights and other third-party services. You are required to take out comprehensive travel insurance, and depending on the reason for your cancellation, some of these charges may be recoverable through your insurer.

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    By proceeding with your booking, you acknowledge that these cancellation fees are fair and necessary to cover the operational and financial commitments involved in preparing and delivering your trip.

  • If you are unable to travel due to illness (including suspected illness), failure to meet vaccination requirements, or failure to satisfy required medical testing (e.g. PCR or rapid antigen tests), and as a result:

    • An airline or other transport provider refuses you carriage

    • A hotel or service provider denies accommodation

    • We or our suppliers reasonably exclude you from joining the trip
       

    Then the following conditions apply:

    • If your trip has already started, we will do our best to assist you with alternative arrangements to continue your journey, though any associated costs will be your responsibility.

    • If your trip has not yet started, we regret that we will be unable to offer assistance, and standard cancellation fees will apply.
       

    In either case, we are not able to provide refunds for your trip, as costs will have already been paid or committed to suppliers, and significant planning and support work will have been undertaken by our team on your behalf.

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    We will also not be liable for any additional losses you may incur due to being unable to start or complete your trip—for example, airfares, visa fees, or other personal expenses.

  • We reserve the right to cancel your trip before departure in the event of circumstances beyond our control, such as natural disasters, political unrest, terrorism, public health emergencies, extreme weather, or any other event that would make it unsafe or impractical to commence or continue the trip (Force Majeure). In such cases, we will do our best to reschedule your trip or offer an alternative itinerary.

  • Force Majeure refers to any unforeseen event outside our reasonable control that prevents us from fulfilling our obligations. This includes, but is not limited to:

    • Natural disasters (e.g. floods, fires, earthquakes, landslides, volcanic eruptions)

    • Severe weather (e.g. hurricanes, cyclones, unsafe trail conditions)

    • War, civil unrest, terrorist activities or threats

    • Industrial disputes

    • Epidemics or pandemics

    • Government-imposed restrictions, laws, travel bans, or health requirements

     

    Force Majeure – Prior to Travel

    If, in our reasonable opinion (or that of our suppliers or agents), it is not safe or legally permissible for your trip to proceed due to a Force Majeure event, we may choose to:

    • Reschedule your travel arrangements (in whole or in part), and/or

    • Cancel your travel arrangements (in whole or in part), effectively ending our contract with you for those arrangements.
       

    In the event of cancellation, we will refund any recoverable payments you have made for the affected parts of your trip, minus:

    • Irrecoverable third-party costs already paid on your behalf

    • Reasonable overheads associated with your cancelled arrangements

    • Fair compensation for services and administrative work performed prior to cancellation

     

    Force Majeure – During Travel

    If a Force Majeure event forces us to cancel arrangements after your trip has already started, we will refund you any recoverable third-party costs for the cancelled portion of the itinerary only. We will not be responsible for other expenses incurred as a result.

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    Force Majeure – General Terms

    If we assist you with alternative arrangements or services in response to a Force Majeure event, any amount refundable to you will be adjusted to account for the value of those services already provided or arranged.

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    You acknowledge that these conditions are a necessary protection for our business due to the complex logistics involved in delivering international walking holidays.

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    We strongly recommend that you take out comprehensive travel insurance that covers cancellations and disruptions related to Force Majeure events.

  • Some of our Camino tours require a minimum number of participants to operate. If that minimum number is not met, we reserve the right to cancel the trip up to 30 days before the scheduled departure date.

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    In such cases, we will offer an alternative trip or a full refund of monies paid. If you choose not to accept an alternative, a full refund will be issued. This does not apply to guaranteed departures.

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    If we cancel your trip for any reason not related to Force Majeure (including low numbers on a non-guaranteed departure), you will be entitled to a full refund of all amounts paid. However, we will not be liable for any additional expenses you may have incurred, such as flights, visas, or accommodation booked independently.

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    We also strongly encourage you to have access to contingency funds for alternative transport or accommodation in the event of disruption. Upon request, we can provide written confirmation of your trip’s cancellation or non-commencement to support any insurance claim you make.

  • Before Your Trip

    From time to time, it may be necessary for us to make changes to your itinerary or its included services. You acknowledge our right to make such modifications when required. If a significant change is made prior to your departure—but the trip can still proceed—we will notify you within a reasonable time.

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    During Your Trip

    You understand and accept that elements of the itinerary—such as transport, accommodation, or included services—may need to change once the trip is underway. Reasons for this may include, but are not limited to, poor weather, local disruptions, road conditions, transport delays, or vehicle breakdowns. In such situations, we may arrange alternative services or routes. You agree to cover any reasonable additional costs we incur in making those arrangements on your behalf.

  • To the maximum extent permitted by law, we are not liable for any changes, omissions, or modifications to your itinerary caused by Force Majeure or circumstances beyond our control once your booking has been accepted. This includes any disappointment or reduced enjoyment that may result from those changes.

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    If you are eligible for any form of compensation due to changes or omissions, the amount will be adjusted to reflect the value of any alternative services we provide and that you accept. We are not responsible for any additional costs or losses you may incur as a result of modifications to your itinerary or its inclusions.

  • Vaccination Recommendations

    While many destinations no longer require proof of COVID-19 vaccination for entry, we strongly recommend that all travellers are fully vaccinated with a COVID-19 vaccine approved by the Therapeutic Goods Administration (TGA) or your local health authority. This is to help minimise health risks and reduce the chance of disruption during your journey.

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    If you choose to travel without being vaccinated, you do so acknowledging the associated health risks and may be required to sign a waiver or release form prior to joining the trip.

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    It is your responsibility to ensure you meet any vaccination or preventative health requirements relevant to your travel destination at the time of departure. Any advice we provide regarding vaccinations is given in good faith and should not be considered a substitute for medical advice from a qualified healthcare provider.

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    Unused or Denied Services

    No refunds will be issued for any part of your trip that is not used, whether by choice, due to late arrival, early departure, or missed services. This includes transport delays or disruptions that are outside of our control.

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    If you are denied access to services by a third-party provider due to your vaccination status or any health requirement you do not meet, no refunds or compensation will be provided. You are also responsible for any costs incurred in arranging alternative services or accommodation in such circumstances.

     

    Testing Positive for COVID-19 During Your Trip

    If you contract COVID-19 during your trip and are required to isolate, any expenses incurred as a result—including extended accommodation, testing, treatment, or altered transport plans—will be your responsibility.

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    We will provide support where possible to help you access local testing or healthcare and comply with isolation requirements. However, any unused portion of your trip will be forfeited, and any partial credit offered will be at our sole discretion, depending on whether we are able to recover costs from our suppliers.

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    We strongly recommend you obtain travel insurance that includes coverage for COVID-19-related medical care, cancellations, and trip interruptions.

  • Our walking holidays are designed for people of all ages, provided you are in good general health and prepared for the level of physical activity involved. A reasonable standard of fitness is expected for all participants, and it is your responsibility to ensure that the trip you’ve chosen matches your personal capabilities.

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    If you have any pre-existing medical condition that could affect your participation in the trip, you must let us know at the time of booking. In some cases, we may request a doctor’s certificate to confirm your suitability. If you’re unsure whether an active walking tour is appropriate for you, we recommend speaking with your GP before booking.

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    By joining a trip with us, you agree to release Tierra Trekking Co. from any liability related to known or unknown pre-existing medical issues. Any medical attention required during the trip will be arranged locally and is at your own cost. We do not take responsibility for the availability, standard, or outcome of any medical care provided while you are travelling.

  • It is your responsibility to ensure that your passport is valid for at least six months beyond the date you are scheduled to return home. You are also responsible for obtaining all necessary visas, entry permits, and travel authorisations required for the countries included in your itinerary, as well as complying with any relevant health regulations or testing requirements.

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    We recommend checking entry requirements with the appropriate consulates or embassies well in advance of your departure. Any associated costs, including those for visas, travel documents, or vaccinations, are your responsibility. Tierra Trekking Co. is not liable for any disruptions to your trip caused by incomplete or incorrect documentation.

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    Airlines and international service providers require that your name on bookings matches your passport exactly. If incorrect details are provided and changes or reissues are required (such as for airline tickets), you will be responsible for any penalties, reissue fees, or additional administrative costs incurred.

  • Travel insurance is a mandatory requirement for all participants on our trips. It is not included in the trip price and must be arranged independently before departure. Your policy must include coverage for medical emergencies, repatriation, and emergency evacuation — including helicopter rescue if your trip involves mountainous regions or remote areas.

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    We also highly recommend that your insurance covers trip cancellation, curtailment, personal liability, and loss or theft of luggage and personal belongings. If your travel insurance is linked to a credit card, you must provide us with the insurer’s name, policy details, coverage limits, and a 24-hour emergency contact number. These details are usually available through your credit card provider or bank.

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    Our team can provide general guidance on selecting travel insurance, but it is your responsibility to ensure that your policy provides sufficient coverage. We cannot be held responsible — nor will we provide assistance — in situations arising from refusal to purchase insurance or holding an inadequate policy.

  • Once your booking is confirmed, you’ll receive an invoice along with key information related to your trip. Please review this carefully and ensure that all details are correct. We especially recommend double-checking your flight times, as some departures may be scheduled early in the morning.

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    Your flight tickets and related details will typically be sent to you via email within seven days of receiving your final payment.

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    All other travel documents, such as trip notes, contact details, and itinerary information, are usually provided around four weeks before departure. Please notify us immediately if there are any errors or inconsistencies in your documentation. We cannot accept responsibility for issues unless we are informed of an error within 14 days of sending the documents to you or your travel agent.

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    If corrections are requested after this 14-day period, we’ll do our best to assist; however, any additional costs incurred will be your responsibility—unless the mistake was made by us and you had a valid reason for not informing us sooner. Travel documents will only be issued once full payment has been received.

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    Note: receipt of your travel documents does not remove your responsibility to ensure that all booking conditions have been met and payments finalised.

  • If you need to make changes to your trip after your booking has been confirmed and invoiced, we’ll do our best to accommodate your request. However, changes are not always possible and may be subject to availability and supplier terms.

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    All requests to amend your itinerary or change travel dates must be submitted in writing by the person who made the original booking (or their nominated travel agent) no later than 56 days before the scheduled departure. An administration fee will apply for each confirmed amendment.

     

    For date changes, an AUD $250 administration fee per person, per trip applies. The revised travel date must fall within 12 months of your original departure date.

     

    Note: Adding extra nights of accommodation before or after your existing itinerary does not incur any amendment fees, provided your main trip dates remain unchanged.

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    In addition to our administration fee, you will also be responsible for any extra costs imposed by hotels, ground operators, airlines, or other service providers as a result of the change.

     

    If you request changes within 60 days of departure, standard cancellation terms will apply, and no date transfers can be guaranteed.

  • By booking a trip with us, you acknowledge that you are participating in an active, adventure-based experience, which may involve a higher level of personal risk than conventional holidays. You accept full responsibility for your decision to take part and agree to familiarise yourself with the Safety Information provided by us, both online and via our app or pre-departure materials.

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    You also understand that in some regions, particularly in less-developed or rural areas, the standards of accommodation, transportation, hygiene, infrastructure, and medical services may differ significantly from those you are accustomed to at home. By joining our trips, you accept these conditions as part of the nature of the experience.

  • Services Provided by Independent Suppliers
    Some components of your trip may be arranged through third-party providers over whom we have no direct control (referred to here as “Independent Suppliers”). These may include, but are not limited to, airlines, rail or ferry operators, accommodation providers, transport services, and other service providers.

    Where we act solely as an intermediary for these services, our responsibility is limited to organising the arrangements on your behalf. You acknowledge that these services are subject to the terms and conditions of the Independent Supplier, and that Tierra Trekking Co. is not the principal provider. Copies of these terms can be supplied on request.
     
    To the fullest extent permitted by law, Tierra Trekking Co. accepts no liability for any loss, damage, injury, delay, or inconvenience arising from the actions or omissions of any Independent Supplier. By proceeding with your booking, you agree not to pursue any claims against Tierra Trekking Co. relating to the conduct of third-party suppliers.
     
    If a claim is made against us in breach of this agreement, you will be responsible for covering any loss or expense incurred by us in defending or responding to that claim.

    Services We Directly Provide
    Where we are the principal provider of a particular service included in your booking we will deliver that service with reasonable skill and care.

    Our liability is limited to the actions of our employees, agents, or direct suppliers, provided they were acting within the scope of their duties and under our instructions. We are not responsible for any incident, loss, or expense resulting from the actions or omissions of other third parties who are not under our control, or from events beyond our reasonable control.

    We will also not be liable for any loss of enjoyment, stress, inconvenience, or disappointment caused by changes or disruptions outside of our direct control.

    Where a travel service meets the legal standards and regulations of the country in which it is delivered, it will be considered to have been properly performed—even if those standards differ from those of your home country.

  • Nothing in these booking conditions limits or excludes any rights you may have under the Australian Consumer Law or similar laws in other jurisdictions that cannot legally be excluded (referred to as “Consumer Guarantees”).

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    Apart from the Consumer Guarantees, Tierra Trekking Co. does not provide any warranties in relation to your trip or the services provided.

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    To the fullest extent permitted by law, our maximum liability to you—whether arising in contract, tort (including negligence), or otherwise—is limited to:

    • arranging for the affected travel service to be re-supplied, or

    • reimbursing you for the cost of having the service re-supplied by another provider.

  • If you experience any issue during your trip, it is essential that you inform us immediately so that we have the opportunity to resolve the problem immediately.

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    We will only take responsibility for complaints where we, or our suppliers, have been given a fair chance to address the issue while you are still travelling. Failing to alert us at the time may affect your ability to seek redress later.

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    If your concern is not resolved to your satisfaction during the trip, you must submit any formal complaint in writing within 30 days of the end of your trip. This allows us to properly investigate the matter and respond accordingly.

  • Children under the age of 12 are only permitted on private, tailor-made trips and are not eligible to join our scheduled group tours.

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    Travellers aged 17 and under may be able to participate in our scheduled itineraries, provided they are accompanied by a parent or legal guardian and the trip is assessed as suitable for their age, fitness, and capability. This assessment will be made by our team based on the nature and difficulty of the tour.

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    Parents or guardians are fully responsible for supervising and caring for their children at all times throughout the journey. Due to the active nature of our trips and the physical demands involved, not all tours will be appropriate for younger travellers. We reserve the right to decline participation if we believe a tour is unsuitable for a child based on safety or experience concerns.

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    Please speak with one of our travel consultants before booking to ensure the trip is a good fit for your family’s needs and abilities.

  • Accommodation along the Camino de Santiago is carefully selected to provide comfort, character, and a genuine sense of place. While standards and room sizes in Spain may differ slightly from what you’re used to in Australia or New Zealand, we prioritise quality, cleanliness, and warm hospitality in every location.

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    You can expect to stay in a mix of small hotels, guesthouses, traditional inns, and family-run establishments, each offering a unique and authentic Camino experience. Rooms are typically configured as twin or double, with occasional triple rooms, and may vary in layout and features from one property to another—even within the same building.

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    All accommodation on our Camino trips includes private rooms with ensuite bathrooms, ensuring a consistent level of comfort throughout your journey.

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    While facilities may differ slightly from one village to the next, we aim to strike a balance between local charm and reliable comfort, allowing you to rest and recover at the end of each walking day.

  • We welcome solo travellers on our Camino journeys. If you would prefer your own room, a limited number of single rooms may be available upon request at the time of booking.

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    Please note that single rooms in many European accommodations are often smaller than standard twin or double rooms and typically feature a single bed. Availability can be limited, especially in smaller villages along the Camino, so we recommend booking early if a single room is important to you.

  • We welcome travellers with disabilities or special requirements, provided they are accompanied by someone who can provide all necessary personal assistance throughout the trip. Our team must be informed of any medical conditions, disabilities, or other special needs at the time of booking so we can help determine whether the selected Camino itinerary is appropriate for your circumstances.

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    It is your responsibility to fully disclose any relevant information to ensure your safety and comfort on the journey. We reserve the right to decline a booking or prevent participation if, acting reasonably, we determine that your needs require support that we are unable to provide, or if your participation may pose a risk to your own safety or that of others.

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    We cannot accept responsibility for any loss of enjoyment, missed experiences, or financial loss if you are unable to take part in the tour or in specific activities due to medical or mobility limitations. If you need to return home early for any reason related to your condition, all associated costs will be at your expense.

  • By paying your deposit and completing your booking with us, you confirm your agreement to the following Traveller’s Code, which forms an integral part of our booking conditions. This code outlines our shared expectations to ensure a safe, respectful, and enjoyable experience for everyone involved.

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    As a participant in one of our trips, I confirm that:

    • I have chosen a trip that aligns with my abilities, level of fitness, and current health condition.
       

    • I do not have any medical or physical conditions that could pose a risk to myself or to others on the tour.
       

    • I hold a valid passport and have secured any required visas, vaccinations, or travel documents relevant to the trip.
       

    • I will read and familiarise myself with all pre-trip information provided, including guidance on packing, medical preparation, and cultural expectations.
       

    • I will respect the local customs, laws, and traditions of the destinations we visit.
       

    • I will follow environmental and park regulations and the guidance of my tour leader in order to minimise our impact on the natural surroundings.
       

    • I will be respectful of my fellow travellers’ space, privacy, and personal experiences.
       

    • I understand that group travel requires a spirit of cooperation and compromise to accommodate a variety of personalities, interests, and physical abilities.
       

    • I understand that my tour leader may need to make decisions in real time for the safety and benefit of the group. While not every decision will suit every individual, I will support the group’s best interests.
       

    • I acknowledge that Tierra Trekking Co reserves the right to remove any traveller from a trip if their health, behaviour, or conduct adversely affects the group’s well-being or experience. In such cases, I understand that I am responsible for any additional costs incurred and that unused services will not be refunded.
       

    • I am aware that access to medical care or evacuation services may be limited in some areas along the Camino or other remote regions.
       

    • I accept that weather conditions are beyond Tierra Trekking Co’s control and may affect my ability to participate in or enjoy the trip as planned.
       

    • I will wear a helmet when participating in any cycling-related activity.
       

    • I will consume alcohol responsibly and remain considerate of my fellow travellers at all times.

  • Tierra Trekking Co. is committed to safeguarding your personal information. Any details you share with us will be collected, stored, and used in accordance with the Australian Privacy Principles and our official Privacy Policy.

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    Your information is handled securely and will only be shared with third parties when necessary for the delivery of your travel services (such as accommodation providers or local operators). We will never sell your personal data to any third party under any circumstances.

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    If you have questions about how your information is used, please contact us or refer to our Privacy Policy for full details.

  • These booking conditions are governed by the laws of Victoria, Australia. Any disputes arising from your booking or participation in a trip will be subject to the exclusive jurisdiction of the courts of Victoria, including any appellate courts with authority over Victorian court decisions.

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    If any part of these booking conditions is deemed unenforceable or invalid under the law, that specific provision will be severed to the extent necessary, without affecting the validity or enforceability of the remaining terms.

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