Terms & Conditions
Effective From: 1 July 2025
Last Updated: 20 July 2025
1. About These Terms
These Terms and Conditions ("Terms") govern your use of QuokkaQuest services and website. By booking with QuokkaQuest, you agree to these Terms. QuokkaQuest is operated by Crewstake Pty Ltd ABN 54671816087 ("we," "us," "our").
2. Our Services
Mystery Travel Packages: We provide curated mystery travel experiences where the destination is revealed at least 48 hours before departure. All packages include return flights from Brisbane, accommodation, and selected activities.
Booking Process: You select travel dates, provide preferences, pay a deposit, and receive destination details at least 48 or 72 hours prior to travel (depending on your preference).
3. Booking and Payment
Initial Deposit: A $50 refundable deposit is required to secure your booking (subject to our cancellation policy below).
Final Pricing: One week before your departure date, we will provide your final package price and activity details. This locks in your specific travel arrangements.
Payment Timeline:
Customers can choose either a 48-hour reveal or 72-hour reveal. The deadline for each differ accordingly:
72-hour reveal customers: Final payment due 96 hours (4 days) before departure
48-hour reveal customers: Final payment due 72 hours (3 days) before departure
Failure to pay by your selected deadline will result in automatic booking cancellation and forfeiture of deposit
Destination reveal occurs only for those who have completed payment
Pricing: All prices are in Australian Dollars (AUD) and include GST where applicable. Final prices are confirmed one week before travel and may vary based on specific destination, accommodation availability, and seasonal demand.
Payment Methods: We accept major credit cards and debit cards through Stripe. Payment processing fees may apply to refunds.
4. Cancellations and Refunds
Your Cancellations:
Before final pricing (more than 1 week out): Full deposit refund
After receiving final price but before payment deadline: Deposit refund minus $25 airline holding fee
After payment deadline (within 96 hours for 72h reveal customers, or within 72 hours for 48h reveal customers): No refund - all bookings are confirmed and non-refundable
Non-Payment: If final payment is not received by your selected deadline (96 hours for 72h reveal customers, 72 hours for 48h reveal customers), your booking will be automatically cancelled. Your deposit will be forfeited to cover administrative costs and any non-refundable supplier commitments.
Our Cancellations: We reserve the right to cancel bookings due to insufficient numbers, force majeure, or operational reasons. Full refunds provided in such cases.
Processing: Refunds processed within 7-10 business days to original payment method.
5. Travel Requirements
Documentation: You are responsible for valid passports, visas, and health certificates required for your destination. We will provide destination-specific requirements upon revelation.
Health and Fitness: You must be fit to travel and participate in included activities. Inform us of any medical conditions, dietary requirements, or mobility limitations when booking.
Travel Insurance: Comprehensive travel insurance is strongly recommended and may be mandatory for certain destinations.
6. What's Included and Excluded
Included:
Return flights from your location
Accommodation
Selected activities and experiences as specified in your itinerary
Airport transfers where specified
Not Included:
Meals (unless specifically included in itinerary)
Travel insurance
Personal expenses and souvenirs
Activities not listed in your itinerary
Airport parking
Alcoholic beverages (unless specified)
7. Travel and Accommodation
Flight Changes: We reserve the right to change flight times, routes, or carriers for operational reasons. We will notify you of significant changes as soon as possible.
Accommodation: Accommodation and room configuration is chosen according to your preferences and subject to availability. Special requests considered but not guaranteed.
Itinerary Changes: We may modify itineraries due to weather, availability, or operational factors. Suitable alternatives will be provided where possible.
8. Your Responsibilities
Accurate Information: Provide accurate personal details, preferences, and contact information. You are responsible for checking all documentation we provide.
Travel Readiness: Arrive at departure point on time. Late arrivals may result in missed travel with no refund.
Behavior Standards: Conduct yourself appropriately during travel. We reserve the right to exclude disruptive passengers from activities or arrange early return at their expense.
Compliance: Follow all local laws, customs, and our reasonable instructions during your trip.
9. Our Liability
Limitation: Our liability is limited to the total amount paid for your package. We are not liable for indirect, consequential, or punitive damages.
Third Party Services: We arrange services with third-party providers (airlines, hotels, activity operators). Our liability for their services is limited to our reasonable efforts in selection and arrangement.
Force Majeure: We are not liable for delays, cancellations, or changes due to circumstances beyond our reasonable control including weather, strikes, terrorism, natural disasters, or government restrictions.
Personal Property: We are not responsible for loss, theft, or damage to personal belongings during travel.
10. Privacy and Data
Information Collection: We collect personal information necessary to arrange your travel and communicate with you about our services.
Data Use: Your information is used solely for booking arrangements, customer service, and improving our services. We do not sell personal data to third parties.
Marketing: You may opt out of marketing communications at any time. Essential booking communications cannot be opted out of.
Data Protection: We implement reasonable security measures to protect your personal information in accordance with Australian Privacy Principles.
11. Intellectual Property
Content: All website content, branding, and materials are protected by copyright and trademark laws. You may not reproduce our content without written permission.
Reviews and Photos: You grant us permission to use photos and reviews you provide for marketing purposes unless you opt out in writing.
12. Complaints and Disputes
Customer Service: Contact us immediately if you have concerns during your trip. We will make reasonable efforts to resolve issues promptly.
Formal Complaints: Written complaints must be submitted within 30 days of travel completion. We will investigate and respond within 14 days.
Dispute Resolution: Disputes will be resolved through good faith negotiation. If unresolved, disputes may be referred to mediation or the appropriate consumer protection authority.
13. General Terms
Entire Agreement: These Terms constitute the complete agreement between you and QuokkaQuest regarding our services.
Changes: We may update these Terms periodically. Changes will be posted on our website with an updated effective date.
Governing Law: These Terms are governed by Australian law. Disputes will be subject to the jurisdiction of Queensland courts.
Severability: If any provision is found invalid, the remaining provisions continue in effect.
Waiver: Our failure to enforce any term does not constitute a waiver of that term.
14. Contact Information
QuokkaQuest
Email: shaka@quokkaquest.com.au
Address: Link Advisors, Level 1/57 Berwick Street, Fortitude Valley QLD 4006
Business Hours: Monday to Friday, 9 AM to 5 PM AEST