Terms of service

Terms of Service

Unpinned Travels

Never just a trip.

Last updated: 16 October 2026

1. Introduction

Welcome to Unpinned Travels ("Unpinned", "we", "us" or "our").

Unpinned is an Australian travel business offering hosted group adventures, personalised travel planning, holiday packages and related travel booking services.

These Terms of Service govern your use of our website, https://unpinned.com.au, and your purchase or booking of travel services through Unpinned.

By accessing our website or making a booking, you agree to these Terms of Service, our Refund & Cancellation Policy, our Privacy Policy and any additional conditions provided before your booking is confirmed.

Nothing in these Terms excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.

2. Our Services

Unpinned may offer the following services:

Hosted Group Trips: Organised travel experiences with planned itineraries, accommodation, activities and designated group hosts or trip coordinators.
Personalised Holidays: Tailored itineraries and travel arrangements for individuals, couples, families and private groups.
Accommodation Bookings: Hotel, resort and other accommodation arrangements through third-party providers.
Tours & Experiences: Excursions, local activities, transfers and travel experiences.
Travel Booking Services: Additional travel arrangements, including flights, where these services are offered and available.

The exact services included in each booking will be specified in the relevant trip description, itinerary, quotation or booking confirmation.

Any service not expressly included is excluded from the booking price unless otherwise agreed in writing.

3. Booking Eligibility

To make a booking with Unpinned, you must:

Be at least 18 years of age, unless the booking is made by a parent or legal guardian.
Provide accurate and complete personal and travel information.
Have the legal authority to make the booking and accept applicable booking conditions.
Ensure all travellers included in your booking are aware of the applicable trip terms and requirements.

Unpinned may require additional documentation or parental consent for travellers under 18.

Certain hosted group trips may have specific age restrictions or participation requirements, which will be disclosed before booking.

4. Booking Confirmation

Submitting a booking request or making an initial payment does not necessarily guarantee availability.

Your booking is confirmed once Unpinned has accepted your booking and issued written confirmation.

Where a requested service is unavailable, we will contact you to discuss suitable alternatives or arrange an appropriate refund.

Please review your confirmation carefully and promptly notify us of any errors or discrepancies.

5. Deposits & Payment Terms

For hosted group trips, a $200 AUD deposit per person is generally required to secure a reservation, unless otherwise stated.

The deposit:

Forms part of the total trip price.
Is refundable for customer-initiated cancellations, subject to applicable law.
Is deducted from the remaining balance.
May be retained towards reasonable booking, administration and supplier-related costs where permitted by law.

The remaining trip balance must be paid by the due date communicated before booking.

Failure to pay by the agreed deadline may result in cancellation after reasonable notice and an opportunity to resolve the outstanding payment.

Any resulting cancellation charges will be assessed under the applicable Refund & Cancellation Policy and Australian Consumer Law.

For personalised bookings, deposit and payment arrangements may vary and will be disclosed before payment.

6. Prices & Currency

Unless otherwise stated, all prices displayed on our Australian website are in Australian Dollars (AUD).

Prices may vary depending on:

Travel dates and availability.
Accommodation and room categories.
Group size and occupancy arrangements.
Transportation and activity selections.
Supplier price changes.
Currency exchange movements.
Applicable taxes and government charges.

Once a booking is confirmed, the agreed price will not be changed except where a lawful and clearly disclosed contractual adjustment applies or a variation is mutually agreed.

Any payment processing fees or additional charges will be disclosed before payment.

7. Cancellation & Refund Policy

All cancellations must be requested in writing.

For Unpinned hosted group trips, our standard cancellation schedule is:

Cancellation Notice	Standard Cancellation Charge
90 days or more before departure	Free cancellation, including the $200 deposit
60–89 days before departure	Up to 25% of the total trip price
30–59 days before departure	Up to 50% of the total trip price
15–29 days before departure	Up to 75% of the total trip price
14 days or less before departure	Up to 100% of the total trip price

The $200 deposit forms part of any applicable percentage-based cancellation charge and is not charged a second time.

Cancellation charges are subject to applicable law, the agreed booking conditions and the reasonableness of the costs or losses involved.

Certain personalised travel services may have different supplier-specific cancellation conditions. These will be disclosed before booking.

For complete information, please refer to our Refund & Cancellation Policy, available on our website.

8. Changes to Bookings

Travellers may request changes to confirmed bookings by contacting Unpinned.

Changes may include:

Travel dates.
Passenger details.
Accommodation arrangements.
Activities and experiences.
Transport arrangements.
Additional services.

All amendments are subject to availability and applicable supplier conditions.

Additional costs may apply, including supplier amendment fees, fare differences and any previously disclosed Unpinned service fees.

We will communicate applicable charges before proceeding with a requested change.

9. Itineraries & Travel Arrangements

Unpinned aims to deliver travel experiences as described in each confirmed itinerary.

However, adjustments may occasionally be necessary due to circumstances such as weather, safety concerns, local operating conditions, supplier availability or transport disruptions.

Where reasonably necessary, Unpinned may adjust the order, timing or components of an itinerary.

We will endeavour to:

Provide timely communication about material changes.
Arrange suitable alternatives where reasonably available.
Maintain the overall purpose and quality of the experience.
Inform travellers of any material differences in included services.

Where a material change substantially affects the agreed travel services, travellers may have cancellation, refund or other rights under applicable law.

Unpinned will not use this clause to avoid its legal obligations or make unrestricted changes to confirmed bookings.

10. Hosted Group Travel

By participating in an Unpinned hosted group trip, travellers acknowledge that group travel involves shared schedules, coordinated activities and consideration for fellow travellers.

Participants are expected to:

Respect other travellers, hosts and local communities.
Arrive on time for scheduled group activities and transfers.
Follow reasonable safety instructions.
Respect accommodation and transport providers.
Avoid behaviour that endangers, threatens or seriously disrupts others.
Comply with local laws and regulations.

Unpinned may take reasonable action in response to serious misconduct, including restricting participation in particular activities or removing a participant from a trip where necessary for safety.

Any decision to remove a traveller will consider the circumstances, proportionality and applicable legal obligations.

Refund entitlements will be assessed according to the circumstances and applicable law.

11. Traveller Responsibilities

All travellers are responsible for ensuring they meet the necessary requirements for their destination.

These may include:

Holding a valid passport.
Obtaining appropriate visas and entry permits.
Meeting applicable immigration requirements.
Complying with health and vaccination requirements.
Providing accurate passenger information.
Following local laws and regulations.

Travellers should check their destination's entry requirements and the validity requirements for their passport well before departure.

Unpinned may provide general travel information, but travellers remain responsible for confirming their individual eligibility to enter and travel within a destination.

Where Unpinned expressly agrees to arrange a particular visa or travel document service, its responsibilities will be set out separately.

12. Travel Insurance

Unpinned strongly recommends comprehensive travel insurance for all international and domestic travel.

Appropriate insurance may provide coverage for:

Overseas medical treatment.
Emergency evacuation.
Trip cancellation or interruption.
Lost, stolen or damaged baggage.
Travel delays.
Adventure and recreational activities.

Some trips may require suitable travel insurance as a condition of participation. Any such requirement will be communicated before booking.

Travellers are responsible for reviewing their chosen insurance policy, including exclusions, coverage limits and activity-specific conditions.

13. Health, Safety & Activities

Some Unpinned experiences may include outdoor activities, water-based activities, hiking, adventure excursions or other physically demanding experiences.

Travellers are responsible for considering whether an activity is suitable for their fitness, ability and circumstances.

Where necessary, participants must comply with reasonable safety requirements and instructions provided by qualified activity operators.

Travellers should disclose relevant accessibility or assistance requirements so that suitable arrangements can be discussed.

Unpinned will take reasonable care in providing its services and selecting or coordinating suppliers, consistent with its legal obligations.

Nothing in these Terms excludes liability that cannot lawfully be excluded.

14. Third-Party Travel Suppliers

Unpinned may arrange services provided by independent third parties, including:

Airlines and transport operators.
Hotels and accommodation providers.
Local tour companies.
Activity operators.
Transfer providers.
Other travel-related businesses.

These suppliers may have their own booking terms, cancellation conditions and operational requirements.

Relevant third-party conditions will be provided or made accessible before booking where applicable.

Unpinned's role may differ between bookings. We may act as the organiser of a hosted travel package or as an intermediary arranging services from another provider.

The applicable role and responsibilities will be communicated through the booking documentation.

Unpinned remains responsible for obligations imposed on it by applicable law, including Australian Consumer Law.

15. Delays, Disruptions & Events Beyond Our Control

Travel can be affected by events outside the reasonable control of Unpinned or its suppliers, including:

Severe weather or natural disasters.
Government restrictions.
Political unrest or civil emergencies.
Transport disruptions.
Public health emergencies.
Supplier operational failures.
Unexpected destination closures.

Where an event affects a booking, Unpinned will take reasonable steps to communicate available alternatives and assist affected travellers.

Refunds, credits, rebooking rights or other remedies will depend on the circumstances, the applicable booking contract and relevant laws.

These events do not automatically eliminate a traveller's refund rights.

Travellers may be responsible for additional costs arising from voluntary changes or circumstances outside the agreed booking services, subject to applicable law.

16. Missed Departures & Unused Services

Travellers are responsible for arriving at designated meeting points and departure locations at the communicated times.

If a traveller misses a scheduled departure, transfer or activity due to circumstances within their control, additional costs may apply to arrange alternative services.

Unused travel components are not automatically refundable.

Any entitlement to a refund or other remedy will depend on the relevant supplier terms, circumstances and applicable consumer protections.

17. Personal Belongings

Travellers are responsible for taking reasonable care of their personal belongings, luggage and valuables.

We recommend securing valuables, following destination-specific safety advice and obtaining suitable travel insurance.

Unpinned is not responsible for loss or damage where it has not caused or contributed to the loss and has no legal liability.

Nothing in this clause limits any liability imposed by law.

18. Photography & Media

Unpinned may take photographs or record videos during hosted group trips for personal memories, trip documentation or promotional purposes.

We respect the privacy and preferences of our travellers.

Identifiable images or recordings of travellers will not be used for Unpinned's public marketing without appropriate consent or another lawful basis.

Travellers may decline participation in promotional photography and request that their preferences be respected.

Our handling of personal information is governed by our Privacy Policy.

19. Website Use & Intellectual Property

The Unpinned website and its original content, including branding, logos, copy, graphics, designs and other materials, are protected by applicable intellectual property laws.

You may browse the website and use its content for personal, non-commercial purposes.

You must not reproduce, distribute, republish or commercially exploit Unpinned-owned materials without permission, except where permitted by law.

You must not misuse the website, attempt unauthorised access or interfere with its security or functionality.

Third-party photographs, trademarks and other materials remain the property of their respective owners.

20. Payments & Website Security

Our online store may use Shopify and authorised third-party payment providers to process transactions securely.

By submitting payment information, you authorise the relevant payment provider to process the payment associated with your booking.

Payment information is handled according to the applicable provider's security and privacy practices.

Unpinned does not guarantee that its website will be uninterrupted or entirely free from technical issues, but will take reasonable steps to maintain a secure and functional website.

21. Privacy & Personal Information

Unpinned collects and handles personal information for purposes including:

Processing and managing bookings.
Communicating with travellers.
Coordinating travel arrangements.
Sharing required booking details with travel suppliers.
Providing customer support.
Meeting applicable legal obligations.

Personal information will be managed in accordance with our Privacy Policy and applicable Australian privacy laws.

Where overseas suppliers require traveller information to provide booked services, relevant information may be shared with those providers as described in our Privacy Policy.

22. Liability & Consumer Guarantees

Unpinned will provide its services with the care and skill required by applicable law.

To the extent permitted by law, Unpinned is not responsible for losses caused solely by circumstances outside its control or by a traveller's own actions where Unpinned has no legal responsibility.

This clause does not exclude, restrict or modify:

Rights under Australian Consumer Law.
Liability for negligence where it cannot legally be excluded.
Any other statutory rights or remedies that cannot be excluded.

No provision in these Terms is intended to remove protections available to consumers under Australian law.

23. Complaints & Dispute Resolution

We aim to resolve concerns fairly, respectfully and promptly.

If you experience an issue with your booking or travel experience, please contact Unpinned with:

Your full name.
Booking reference.
Details of the concern.
Any relevant supporting documentation.

We will review your complaint and endeavour to provide a reasonable response.

Where a dispute cannot be resolved directly, travellers may seek assistance through applicable consumer protection agencies or other lawful dispute resolution channels.

Nothing in these Terms prevents a traveller from exercising statutory rights or pursuing available legal remedies.

24. Changes to These Terms

Unpinned may update these Terms of Service to reflect changes in business operations, services or legal requirements.

Updated terms will be published on our website with a revised effective date.

Changes will generally apply to future bookings and will not retrospectively alter the agreed terms of an existing confirmed booking without a lawful basis or the traveller's agreement.

25. Governing Law

These Terms are governed by the laws of Victoria, Australia, and applicable Commonwealth legislation.

Disputes will be subject to the jurisdiction of courts with appropriate authority, without limiting any mandatory rights or protections available to consumers.

26. Contact Information

For questions about these Terms, bookings or travel services, please contact: