Terms of Service
1. About us
Zerootravel is a business name of Zeroopay Technologies Pty Ltd (ABN 78 688 499 489), a company registered in Victoria, Australia, with its registered address at 470 St Kilda Road, Melbourne VIC 3004, Australia (zeroopay.com). In these terms, "Zerootravel", "we", "us" and "our" mean Zeroopay Technologies Pty Ltd trading as Zerootravel.
Zerootravel provides the booking and payment platform that independent travel advisors use to quote and book hotels, event tickets and experiences for their clients. Contact: support@zerootravel.com.
2. Your travel advisor and our role
Your travel advisor is an independent business that uses Zerootravel to plan, quote and book travel for you. Your advisor chooses the options in your quote and sets the price you pay. Questions about your plans, choices and changes are best raised with your advisor first.
When you pay for a booking, you pay Zeroopay Technologies Pty Ltd trading as Zerootravel, which takes your payment and books the travel services with the relevant supplier (a hotel, an event organiser or ticket supplier, or an experience operator). The travel services themselves are provided by the supplier and are subject to the supplier's terms, including cancellation policies and conditions of use. If these terms and a supplier's terms conflict about the provision of the travel services, the supplier's terms prevail.
We receive remuneration from our arrangements with suppliers and advisors. We are not required to disclose the details of those arrangements.
3. Eligibility and bookings for others
You must be at least 18 years old and able to enter into a binding contract. The information you give must be accurate and complete. If you book for other people, you confirm that you have their authority to do so and to agree to these terms and the supplier's terms on their behalf.
4. Bookings and prices
Prices are shown in the currency displayed on your quote and include applicable taxes unless stated otherwise. Some hotels charge local fees (for example resort fees or city tax) that you pay at the property; these are shown where the supplier provides them.
Prices come from live supplier availability and can change until you pay. Once your payment is processed, the price is fixed. All bookings are subject to availability and confirmation by the supplier. A booking is confirmed only when you receive a confirmation email with a booking reference. That email, with the receipt attached, is your record of the booking.
5. Payment
We accept the card and payment methods shown at checkout. Payments are processed by our PCI DSS Level 1 certified payment processor; we do not store full card details. We do not charge card surcharges. Your bank or card issuer may charge its own fees for international transactions or currency conversion.
Your card statement will show ZT* followed by your advisor's name, or ZEROOTRAVEL.
Money you pay is not held on trust for you. It is used to pay suppliers and our costs in line with our commercial arrangements.
6. Cancellations and refunds
Cancellation terms depend on what you book and are shown before you pay. By completing a booking you accept those terms.
6.1 Hotels
Each property sets its own cancellation terms, which vary by rate. Non refundable rates are clearly marked. Where a supplier confirms a refund, we pass it back to your original payment method.
6.2 Event tickets
Event tickets are non refundable once confirmed. If an event is cancelled or postponed by the organiser, any refund depends on the organiser's and the ticket supplier's policies; where the supplier refunds us, we pass that refund on to you.
6.3 Experiences
Each operator sets its own cancellation window, shown before you book. Refunds follow the operator's policy.
6.4 How to cancel and refund timing
Contact your advisor or email support@zerootravel.com with your booking reference. Approved refunds are processed within 5 to 10 business days to the original payment method; your bank may take a further 3 to 5 business days to show it. We can refund you only once the supplier authorises it and to the extent we receive the funds.
7. Event tickets
Ticket prices are set by our ticket suppliers in the secondary ticket market and may be higher than the face value printed on the ticket. After you order, the order is confirmed with our supplier and you receive a confirmation email, usually within 1 business day. Confirmed ticket orders cannot be changed or cancelled except with our written approval.
We guarantee delivery of valid tickets for your confirmed event in time for entry. If we fail to deliver valid tickets, and the failure is not caused by incorrect or late delivery details from you or by the event being cancelled, postponed or restricted, you receive a full refund of the price paid for the affected tickets. You must give accurate delivery details, and any hotel details the delivery method needs, no later than one week before the event. Some event dates and times are not final when you book; changes made by the organiser do not entitle you to a refund unless the organiser or supplier provides one.
8. Travel documents and requirements
You are responsible for having valid passports, visas, health documents and any other entry requirements for every traveller, and for meeting the age, identification and conduct rules of hotels, venues and operators. We are not responsible for losses caused by missing or invalid documents.
9. Liability and your consumer rights
Our booking services come with guarantees under the Australian Consumer Law that cannot be excluded. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot be excluded.
Subject to those rights, we are not liable for the acts, omissions or failures of suppliers or of your advisor, and to the extent permitted by law our liability in connection with a booking is limited to supplying our services again or paying the cost of having them supplied again. We exclude liability for indirect or consequential loss to the extent permitted by law. We are not liable for failures or delays caused by events beyond our reasonable control, such as natural disasters, pandemics, government action, strikes or transport disruption; in those cases your main remedies for affected travel services are against the supplier, subject to your consumer rights.
10. Fair use and payment disputes
You must not make false, speculative or fraudulent bookings or use automated tools on the platform. We may cancel bookings we reasonably believe are fraudulent. If you raise a chargeback or payment dispute, please contact us first so we can help; we may suspend pending bookings while a dispute is investigated, and we may recover costs we incur from clearly unfounded disputes. This does not limit your rights under the Australian Consumer Law.
11. Complaints
Please raise any problem with the supplier at the time of the service where you can, and tell your advisor. If it is not resolved, email support@zerootravel.com with your booking reference and we will respond as soon as we can.
12. Privacy
How we handle your personal information is set out in our Privacy Policy.
13. Changes to these terms
We may update these terms and will publish the updated version here with a new date. The terms that apply to your booking are those in effect when you make it.
14. Governing law
These terms are governed by the laws of the State of Victoria, Australia, and you submit to the non exclusive jurisdiction of its courts. This is subject to your rights under the Australian Consumer Law.
15. Contact
Zeroopay Technologies Pty Ltd trading as Zerootravel, ABN 78 688 499 489, 470 St Kilda Road, Melbourne VIC 3004, Australia. Email support@zerootravel.com.