Traveller Refund and Cancellation Policy

We understand that plans can change, and we want to make our approach to refunds and cancellations as clear and fair as possible.

This policy explains what happens to payments you have made towards your program if you cancel, if your program is cancelled by your school, university, or institution, or by us, and how credits and refunds are managed.

It is designed to protect both you and our partners, while making sure we remain transparent and compliant with Australian Consumer Law.

Please read the details carefully before you confirm your booking. If you have any questions, our team is here to help.

Introduction

This Traveller Refund and Cancellation Policy applies to payments made by individual travellers towards their program and forms part of your contract with Reho Study Tours.

Where a program is partially funded by your school, university or institution, this policy applies only to the portion payable by you. Payments made by your school, university or institution are governed by our separate Institutional Refund and Cancellation Policy.

If there is any inconsistency between this policy and information provided through marketing materials, emails, verbal communications or third-party providers, this policy will take precedence, subject to applicable law and any expressly agreed contractual terms.

Cancellation by You

If you cancel, the following terms apply (effective from when we receive written notice):

121 days or more before departure — your deposit is forfeited, with no refund.
120 to 61 days before departure — your deposit and interim payment are forfeited, with no refund.
60 days or fewer before departure — a cancellation charge equivalent to 100% of your booking cost applies.

No refund is available if you fail to join a program, arrive late, leave early, or miss any part of the program.

No refund is available if you are removed from the program, for breaching the Code of Conduct or Booking Terms and Conditions.

Cancellation Due to Illness

If you are unable to participate in your program due to illness, injury or a medical condition, or if you are removed from a program due to undisclosed or misrepresented health conditions, the cancellation charges outlined in "Cancellation by You" will apply.

You are responsible for submitting a claim to your travel insurance provider for any cancellation costs incurred. Reho Study Tours will provide reasonable supporting documentation to assist with your claim upon request.

Cancellations by the Group Authority (Individual Traveller)

If a Group Authority (such as a school, university, or institution) removes you from a program, the cancellation charges outlined in "Cancellation by You" will apply.

The Group Authority is responsible for communicating the decision to you.

Reho Study Tours is not responsible for the Group Authority's decision or any costs or losses arising solely from that decision, except where liability cannot lawfully be excluded.

Cancellations by the Group Authority (Entire Program)

If a Group Authority (such as a school, university or institution) cancels your entire program, the following options may be available, subject to the circumstances of the cancellation and your rights under Australian Consumer Law:

Transfer amounts paid to another program,
Receive a credit (see "Conditions of Credit"), or
Receive a refund of amounts paid, subject to the provisions of this policy.

The Group Authority is responsible for communicating the decision to you.

Reho Study Tours is not responsible for the Group Authority's decision or any costs or losses arising solely from that decision, except where liability cannot lawfully be excluded.

If the cancellation is due to a Force Majeure Event, the provisions outlined in Force Majeure and Extraordinary Circumstances will apply.

Reho Study Tours is not responsible for incidental expenses incurred as a result of cancellation, including visas, vaccinations, travel insurance excess or non-refundable flights, except where liability cannot lawfully be excluded.

Cancellation by Reho Study Tours

If Reho Study Tours cancels your program, you may be offered the following options, subject to your rights under Australian Consumer Law:

Transfer amounts paid to another program,
Receive a credit (see "Conditions of Credit"), or
Receive a refund of amounts paid, subject to the provisions of this policy.

If the cancellation is due to a Force Majeure Event, the provisions outlined in Force Majeure and Extraordinary Circumstances will apply.

Force Majeure and Extraordinary Circumstances

A program may be cancelled due to events beyond our reasonable control (“Force Majeure Events”).

If cancellation occurs before departure, you will be offered:

A 100% credit for all monies paid (see "Conditions of Credit"), or
A refund, less unrecoverable costs already incurred, subject to applicable law.

If cancellation occurs after your program has started, you will be offered:

A 100% credit for the unused portion of your program (see Conditions of Credit), or
A refund of the unused portion, less unrecoverable costs, subject to applicable law.

A Force Majeure Event means an event or circumstance beyond the reasonable control of Reho Study Tours that makes it unsafe, impractical or unviable for a program to commence or continue. This may include natural disasters, extreme weather, war, civil unrest, epidemics, pandemics, government restrictions, transport disruptions or significant supplier failures beyond our reasonable control.

Reho Study Tours is not responsible for incidental expenses incurred as a result of such cancellation, including visas, vaccinations, travel insurance excess or non-refundable flights, except where liability cannot lawfully be excluded.

Passports, Visas, and Travel Documentation

If you fail to obtain or disclose required passports, visas, or permits, or if these are refused, revoked, or delayed beyond your departure date, your booking will be treated as cancelled, and the cancellation charges outlined in "Cancellation by You" will apply.

You are responsible for ensuring that your travel documents are valid and meet the requirements of your destination. Entry into any country remains at the discretion of the relevant immigration authorities.

Reho Study Tours is not responsible for costs or losses arising from missing, invalid or insufficient travel documentation, except where liability cannot lawfully be excluded.

If your failure to meet these requirements results in additional reasonable costs being incurred by Reho Study Tours or our partners, you may be responsible for those costs, subject to applicable law.

Conditions of Credit

Any credit issued under this policy:

Applies only to amounts paid by you towards your program.
Has no expiry date.
May be used towards any future program operated by Reho Study Tours.
Cannot be transferred to another person.
Cannot be redeemed for cash, except where required by law.
Cannot be used towards flights or travel insurance, which are subject to separate conditions.

Refund Processing Times

Refunds will be processed as soon as reasonably practicable, normally within thirty (30) business days of confirmation of the refund entitlement, subject to any shorter timeframe required by law.

Refunds Under Australian Consumer Law

Our services come with guarantees under Australian Consumer Law that cannot be excluded.

Where there is a major failure to comply with an applicable consumer guarantee, you may be entitled to cancel the affected service and receive a refund, as well as compensation for reasonably foreseeable loss or damage.

For failures that are not major, you may be entitled to have the issue remedied within a reasonable time, or to other remedies available under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law.

Final Statement

Reho Study Tours is committed to applying this policy fairly, transparently and consistently.

By confirming your booking, you acknowledge that you have read and understood this policy, which forms part of your Booking Terms and Conditions.

Effective from: 12 October 2026

Refund and Cancellation Policy