Terms of service
The agreement between you and BrightHeartWave Pty Ltd when you book through us. Fairly standard, lightly human. Last updated September 2025.
What you're booking
Tailor-made travel services: itinerary design, bookings with suppliers, guiding and in-trip support.
- We act as your travel designer and, for most components, as agent for the operators who actually run hotels, boats, aircraft and lodges.
- A booking is confirmed when your deposit clears and we send written confirmation — a quote or a chat isn't a booking.
- You must be 18+ to contract with us. Minors travel with a responsible adult.
- Prices are in AUD and include GST unless we say otherwise in writing.
Deposits & payments
How money moves, in plain numbers.
- Deposit to hold dates20% of trip total
- Deposit refundable30 days from payment
- Balance due60 days before departure
- Late booking (under 60 days)Full payment up front
- CurrencyAUD · cards & transfer
Permits and charter fees sometimes need earlier payment — we'll flag those on your quote before you commit.
Changes & cancellations
Life happens — here's the honest ladder.
You change things
Route tweaks before balance date are free where suppliers allow. After that, changes cost what they cost us plus a $180 admin fee.
You cancel
60+ days: deposit refunded minus supplier costs. 30–59: 50% back. Under 30: usually nil — travel insurance is genuinely recommended.
We change things
Weather, closures and safety call reroutes. You get an equivalent alternative, or credit where a substitute isn't possible.
We cancel
If we cancel outright (rare — it's happened twice), you get a full refund of everything paid to us, promptly.
The honest
expectations
- Accurate info on the booking form — names as per passport, real fitness levels, real dietary needs
- Travel insurance covering remote evacuation for expedition routes (required, not optional)
- Documents in order: passport validity, visas where needed
- Respect for guides, communities and Country — we can end a trip for conduct that endangers anyone
- 18+ and ID'd where a booking includes licensed venues or events
The spirit of it
The fine print exists for edge cases. Ninety-nine percent of our bookings run on goodwill and a phone call — let's keep it that way.
Liability, fairly
Adventure travel has real risks. Here's where responsibilities sit.
- We're liable for our own negligence — full stop.
- Third-party operators (boats, aircraft, lodges) carry their own licences and insurance; we're not liable for their independent acts.
- Remote travel involves inherent risk — weather, terrain, wildlife — that no operator can eliminate. We brief you on it honestly.
- Nothing here limits rights you hold under Australian Consumer Law.
What the fine print covers
Remote tracks, real weather, real wildlife — the reason clauses exist at all.
Questions on any of this?
Terms are meant to be understood. If a clause reads like fog, ask — we'll explain it in person-speak before you book.
- Emailbrightheartwave@gmail.com
- Phone+61 3 9654 2178
- Studio7 Geils Ct, Deakin ACT 2600
- HoursMon–Fri 9:00–18:00 AEST
Related reading: privacy policy and cookie policy.