All bookings are made with Leatherback Travel Pty Ltd Trading as Fencox Travel (ABN 24631228898) (us/we). By booking a trip with us, you are deemed to have agreed to these booking conditions (which constitutes the entire agreement between you and us) and your booking will be accepted by us on this basis. The services to be provided are outlined in your itinerary inclusions and exclusions, and you will be notified of any significant changes as such.

Our trip prices are subject to variable and seasonal pricing, both of which are standard practice within the travel industry. This means our trip prices may vary at any time in accordance with demand, market conditions, and availability. There is a chance that different passengers on the same trip have been charged different prices. Your best option if you like the price you see is to book at that time. Any reduced pricing or discounts that may become available after you have paid your deposit will not apply. If you wish to cancel your booking to take advantage of a cheaper price, full cancellation conditions apply.

The most up-to-date pricing is available on our website. Prices are based on currency exchange rates at the time of publication; note that prices may vary depending on which currency the booking is made in.

We reserve the right to impose surcharges before departure due to unfavourable changes in exchange rates, increases in airfares or other transportation costs, increases in local operator costs, taxes, or if government action should require us to do so. Air Passenger Duty is included in the price of any air-inclusive trip.

a. Exchange Rate Surcharge:

In such instances, we will be responsible for any change in the exchange rate representing 5% of the trip price and you will be responsible for the balance. If any surcharge results in an increase of more than 10% of the trip price, you may cancel the booking within 14 days of notification of the surcharge and obtain a full refund. You can request a cancellation by email. Please note that a surcharge may be applied to all purchases made by credit card.

Any surcharge will be imposed at the Final Payment Invoicing Date: approximately 110 days before trips commencing in 2024, and 135 days before trips commencing in 2025.

You can avoid exchange rate surcharges by paying for your trip in full before the Final Payment Due Date, after which point you will no longer be responsible for fluctuations in exchange rate.

b. Luggage and Mobility

At Fencox Travel, we aim to make your trip as enjoyable as possible. If you find you need extra help with moving yourself or your luggage between locations due to mobility issues, please let us know in advance. If it turns out that you need more assistance than anticipated, we will simply invoice you after your tour for any additional charges related to transporting you or your luggage.

Similarly, if the volume, weight, or number of your items is more than what’s recommended in your Trip Notes or as advised by your Booking Manager, there may be extra fees for additional luggage transport or labour. 

In order for us to confirm and coordinate your booking and travel arrangements, you must provide all requested details before or with the balance of the trip price (the Final Payment Due Date). Necessary details vary by trip; they include, but are not limited to:

• Copy/image of your flight schedule
• Full name as per passport
• Date of birth
• Address
• Emergency contact details
• Your fitness, dietary and medical details
• Nationality
• Colour image of your passport bio page (incl. passport number, photo, issue and expiry date)
• Comprehensive travel insurance that meets our T&Cs
• Any pre-existing mobility, physical or mental health conditions
• On some more demanding trips, we require you to complete and forward a self-assessment form. 
• If deemed necessary by Fencox; a ‘Medical Fitness to Travel’ form provided by which needs to be completed by a certified medical practitioner.

Unfortunately, if you don’t provide the requested details and documents by the deadlines given by our Fencox Travel team, it could lead to extra charges or even the non-refundable cancellation of your trip.

For the majority of our trips, the minimum age is 15 at the time of travel. All travellers under the age of 18 must be accompanied by a legal guardian, or in lieu of a legal guardian an escort over the age of 18, appointed by their legal guardian. The legal guardian or their designee will be responsible for the day-to-day care of the traveller under the age of 18. If a legal guardian elects to designate an escort in their lieu, they will be required to complete and sign a relevant document to delegate their authority.

Please note we cannot guarantee triple or adjoining rooms for families; accompanying adults may be required to share with others in the group on a twin-share basis.

For the majority of our trips, we have no upper age limit, though we remind you that our trips can be physically demanding and passengers must ensure that they are suitably fit to allow full participation. We are able to provide details on mandatory health and fitness requirements for our trips; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, vaccination advice,  and recommendations for your destination.

We want to make sure you have a fantastic experience with us, so it’s important to keep your Booking Manager informed about any changes to your physical or mental health, fitness, or mobility. Please let us know by phone or email about any updates. 

If we don’t have this information and it affects your ability to participate, we might have to cancel your booking or discontinue your participation in the tour. Unfortunately, in these cases, refunds won’t be available.

To avoid any issues, we recommend arranging travel insurance as soon as you book your spot. If you have any concerns or need assistance, please reach out to us—we’re here to help and find the best solutions for you!

Guests over 75 or with pre-existing medical conditions:

Guests over 75 years old at the time of travel, or those with preexisting health conditions which Fencox Travel deems may require medical clearance to ensure safe travel, must have a doctor complete a ‘Certificate of Medical Fitness to Travel’ (form provided by Fencox) within 30 days of booking confirmation.

The standard 2-week cooling-off period applies for guests changing their minds after booking (before the Final Payment Date of a trip).

Guests unable to meet the fitness criteria or not approved for travel due to medical reasons are eligible for a full refund, provided they submit the certificate, checked “Not Medically Fit to Travel” and signed by a doctor within 30 days of booking confirmation. This refund option is only applicable for reservations made outside the 120 days before departure.

For bookings made within 119 days, the approved ‘Certificate of Medical Fitness to Travel’ must be submitted before the booking can be confirmed, and thereafter, standard terms and conditions for cancellations apply. These measures ensure the safety and well-being of all participants on Fencox Travel’s trips.

Comprehensive travel insurance is mandatory on a Fencox Travel trip. You are responsible for arranging all of your travel insurance. Without it, you may be refused participation on a trip, without refund.  

You must provide us with your insurance details by the date advised by your Fencox Travel Booking Manager and/or Operations Team member and bring a copy of your insurance cover with you.

We strongly recommend you take out a travel insurance policy at the time of reservation, to ensure your flights and any other extras are covered in case of cancellation. 

Your travel insurance MUST cover at least the following: 

• Cover against trip cancellation
• Personal liability
• Injury
• Medical emergencies
• Medical evacuation
• Repatriation in case of death
• Your age
• Any health conditions
• All included activities within an itinerary
• All countries visited throughout your transit and tour
• DFAT Status for all countries visited throughout transit and tour
• And other coverage as recommended by your travel agent.

Your travel insurance must cover all countries you will be travelling to or through. Be aware of the current Department of Foreign Affairs and Trade (DFAT) status for each country, and ensure your insurance is valid in all these locations as well as for the current DFAT status.

We will not be responsible for any uninsured costs arising from your trip being impacted by pandemics or illness. We maintain an active Communicable Diseases Policy that is continuously updated according to global conditions, industry standards, and best health advice. The priority in all cases is protecting the health of the group. Please contact us for an updated version of the policy and consult it before travelling.

By ensuring your travel insurance meets all these requirements, you help us maintain a safe and secure travel experience for everyone involved.

Fencox Travel trips do not include flights to/from tour Start and End points within the trip price. Because we are not licensed to sell flights, we can’t book these for you. This is why we encourage you to seek out a Travel Agent or flight specialist to help you find flights. 

Once you have booked your flight, you will forward their flight itineraries, in an image format only, to Fencox Travel via email contact@fencox.com.au at least 120 days before the trip start date. You are also responsible to let us know of any changes to your itinerary or flights. If you don’t do this, you run the risk of issues such as missed airport transfers.

Any internal flights stated within a trip’s itinerary are included in the tour cost.

Your flight schedule needs to be sent as an image file only; as a PDF or other image type (or you can simply forward us an email from your Travel Agent which includes your flight itinerary).

Please ensure your passport is valid for at least six months after the trip’s finish date. It is your responsibility to make sure that you have a valid passport, the correct visas, permits, and certificates, for your country of citizenship throughout your transit and tour. 

We recommend you call your Travel Agent or check details with your relevant government website first!

From time to time, we offer support with obtaining visas for AUS and NZ passport holders… Your Booking Manager will let you know during your initial chat if this applies to your trip. Any other helpful visa information we can provide at the time will be detailed in your Booking Confirmation Email after deposit payment (and within your Trip Notes, when they’re ready). 

If you DO NOT hold an AUS or NZ passport: Please check your relevant government travel website about any visas or documents needed for an itinerary before booking a trip.

Fencox Travel cannot offer advice on vaccinations. We recommend you speak with a Doctor (they can also issue a note for personal use of any medication you may need to bring, at the same time!). Some countries have entry requirements for vaccinations, so please be sure you have the appropriate ones. The links above will offer all current advice.

Fencox Travel is not responsible if you are refused entry to a country because you lack a valid passport, visa, vaccinations, or other travel documentation.

Airport pickups & drop offs are always included at trip start and end points. We provide one transfer before your trip starts (from the airport), and one after your trip finishes.

a. For your airport pickup

A friendly Fencox representative will be at the airport to meet and transport you to the address of your Fencox tour Start Hotel, even if you arrive a few days ahead, and no matter the time you fly in! Unless you let us know otherwise in advance, your pickup time will automatically be coordinated by us and our ground team based on the arrival time detailed in your flight schedule.

If you wish to book different pre-accommodation to that of the Fencox trip Start Hotel please let us know the name/details and you’ll be driven there instead – you’ll be responsible for arranging your own transfer to the trip Start Hotel, though.

b. For your airport drop-off

Based on the flight schedule you sent us, your airport transfer will be arranged according to your departure details (yep, even if it’s at 4am!). Please let us know if you are staying on and need a transfer to another local hotel, or transport hub, instead.

When you sign up for a Fencox Travel trip, we’ll need to have 1-2 phone calls with you before your trip begins… These usually happen around four months before your trip and for some trips, again two weeks prior. These calls help us get (and give!) all the final details to make sure your adventure goes smoothly.

If you think you might be hard to reach during these times, please let your Booking Manager know ahead. A lot of coordination for us booking your accommodation, transport, and any internal flights/trains depend on your documents/information being updated or provided on time during this scheduled call… So if we can’t reach you or don’t hear back from you after a couple of attempts, we might sadly need to cancel your booking in order to keep everything on track.

After your trip, we’ll set up another call to hear your thoughts. We want to know what you loved and what could be better. Your feedback helps us to keep constantly improving our trips!

Contact us either by phone or email to make a trip enquiry. We do our best to make sure everyone’s abilities and expectations align with a trip, so when your enquiry is received a Booking Manager will call you to chat before taking a booking. We love getting to know our Fencoxers! The Booking Manager will inform you about any key details of the trip, or travel to a destination that may not jump out from reading the itinerary – as well as ask a couple of questions to fill in your travel profile. After this, you will be sent a reservation email including your booking information and payment details. We will then hold your spot for 3 business days for your payment to clear.

It’s a great idea to dig in online and do some of your own destination research or check out average flight costs or routes before this initial call… We love chatting with people who are really passionate about the place they want to visit (we feel exactly the same!).

Once we’ve accepted your booking, we’ll send you a booking confirmation invoice. This is when the contract between us becomes official. If you’re booking within 120 days of your trip, the contract will start as soon as we accept your payment in full. Please check your booking confirmation invoice for details about when your Final Payment is due, and how to pay. 

Your Booking Manager will give a friendly reminder of your Final Payment balance and due date during a scheduled ‘Lead Up Call’ around 2 weeks before payment is due. You’ll also receive a reminder email before your balance is due, which includes payment details.

The remaining balance for your trip is due 120 days before your departure for 2025 trips, or 95 days for 2024 departures, unless we’ve mentioned something different and created Special Booking Conditions for you. If we don’t receive your payment by the due date given we may need to cancel your booking, and the cancellation charges outlined in ‘Cancellations by Guest’ would apply.

Each trip has a specified trip deposit amount to be paid in order to hold a spot on the trip. Your Booking Manager will advise of the amount during a phone call, at the time of booking. 

Bookings made after the Final Payment date require payment in full… Don’t worry, we will let you know if this is the case for you! Please note that by paying in full during this window means you also fall within our Cancellation Terms and as a result, we need to be clear that you won’t be eligible for the cooling-off period.

Payment of a trip deposit confirms you have read and accepted our Terms and Conditions.

a. Cooling-Off Period

Providing your trip has a departure date of 120+ days, you can cancel your trip and receive a refund on your deposit if the cancellation is made within 2 weeks (14 days) of payment of your deposit.

A booking made when the trip is due to commence in 119 days or less is not eligible for the cooling off period. 

b. Transferable Deposits

You can cancel your trip at any time before the trip starts and transfer the minimum deposit amount to any booking. Should the credited deposit be less than the minimum deposit required on a future trip date, or alternative trip, you will just need to pay the difference before your new booking is confirmed. For alternative itineraries; a Booking Manager will have a phone call with you to discuss trip specifics and any minimum fitness requirements for the new booking. After that, payment details will be sent to you in a Reservation Email.

Final Payment, including any extras, will be invoiced to you before your trip. Any extras booked after the Final Payment Date will be invoiced separately.

a. Trips commencing in 2024

Final payment is due 95 days prior to the trip departure date. You will be sent an email reminder around two weeks before.

Making a booking 95 days or less before trip departure will require full payment in order to hold your spot on the trip and is not eligible for cooling off conditions.

b. Trips commencing in 2025

Final payment is due 120 days prior to the trip departure date. You will be sent an email reminder around two weeks before.

Making a booking 120 days or less before trip departure will require full payment in order to hold your spot on the trip and is not eligible for cooling off conditions.

All meals, activities, accommodation, transport, and guides as stated in each tour’s online itinerary.

Visa fees, international flight costs, meals or activities not stated in the itinerary, airport taxes, personal items, snacks, drinks not stated in the itinerary, vaccinations, tips or gratuities, laundry, telephone, minibar, personal travel insurance..

When you send through your flight schedule and we notice you are arriving or departing at different dates to that of the trip; we may reach out to see if you’d like us to help with arranging extra accommodations for you. You are also more than welcome to shop around online and book your own accommodation! 

Please note: Your flight schedule needs to be sent in an image format only (PDF or other image type). If it’s easier, you can simply forward us an email from your Travel Agent or airline that includes your flight itinerary!

a. Accommodation booked by Fencox Travel

Patch is able to book extra accommodation for guests at the Start Hotel for pre-trip and at the End Hotel for post-trip based on your flight arrival and departure times. 

Prices: Fencox secures rooms at the start of the season for a set price to guarantee room availability for our trips. This means cheaper prices may be found elsewhere online, and guests are welcome to book their extra accommodation independently. However, if there are changes to the arrival or departure hotel, and your extra nights have been booked by Fencox Travel, we will re-book your accommodation at no extra cost.

120 days before your trip: Let us know how many extra nights pre or post-tour you might like (along with the room type) for your trip. After this date, we cannot ensure the availability of rooms, particularly for more than one night pre or post-trip.

Within 30 days of your trip: We cannot make alterations or cancellations to your accommodation.

Billing: All accommodation booked by Fencox Travel prior to your Final Payment Reminder will include these costs. Accommodations requested thereafter will be billed separately and are due for payment within 7 days, or risk being cancelled.

b. Accommodation booked by Guest

If you choose to arrange your own pre-trip or post-trip accommodation, it is important to email details to contact@fencox.com.au including the Hotel Name and address, so that we can coordinate your included Start and End transfers.

Trip Start or Finish Hotel: Should you arrange your own accommodation at the tour Start and/or End hotels and Fencox needs to change the accommodation prior due to unforeseen circumstances, the entire group will be notified by email. In those instances, you will need to arrange your own transfer between hotels or rearrange your accommodation.

Alternative accommodation: The Airport Pick Up Transfer will drop you to your self-arranged address within the same city, and you are responsible for arranging your own transfer to the tour Start Hotel.

Sometimes we offer additional add-ons for a trip. These will be mentioned either in the online itinerary, or by a Booking Manager… They could be anything from a tour extension, to a transfer package, sleeping bags, or even a hot air balloon ride! If you book these through Fencox Travel, please keep in mind that the time frames for both booking these, and any cancellations, are the same as our Pre & Post Trip accommodation Terms above. 

Cancellation of your booking often does not allow time for the re-sale of your space on the trip.

However, with our Lifetime Deposit Guarantee, you will never lose your deposit. No matter when you cancel – so long as the trip hasn’t started, you keep your trip deposit as a credit to be applied to future trips. This is also transferable for use on one of our sister travel brands: Patch Adventures(opens in a new tab), Magnificent Rail, or Camino Women.

Most cancellations happen due to unfortunate circumstances, such as sickness or bereavement, but we cannot adjust our policy for these circumstances. We have in the past tried to accommodate for these events, but the cost of covering these cancellations was financially unsustainable and caused the majority of trips to run at a loss. Sourcing replacement guests is difficult and campaigns to fill last minute spots rarely succeed. 

For this reason; if you wish to be covered for cancellations, this must be organised with an external insurance provider. 

If you need to cancel or switch to another trip before the Final Payment Date, we’ll process any refunds, but please note that some costs might not be recoverable. These could include things like internal flights we’ve already booked, or other extras we’ve arranged for you.

If any guest leaves the trip voluntarily after its commencement, there will be no refund.

a. Terms for trips commencing in 2024

Any refund, be it part or whole, will be based on the payment originally received in our bank account — that amount is the gross amount on which any refund will be based. 

Cancellation 95 days or more prior to departure: Retain trip minimum deposit as a credit; refund all other monies paid. 

Cancellation between 50 and 94 days: If payment over the trip minimum deposit has been received you will retain the deposit amount as a credit held with Patch, and receive a refund equivalent to 40% of the total trip price/total monies paid.

If payment over the trip minimum deposit has not been received, your deposit will be held as a credit with Fencox and no refund will be given.

Cancellation between 30 and 49 days: If payment in full has been received you will receive a credit equivalent to 30% of the trip price/total monies paid, OR the trip minimum deposit, whichever amount is greater.

Cancellation between 0 and 29 days: You will retain the trip minimum deposit as a credit.

b. Terms for trips commencing in 2025 & thereafter

Any refund, be it part or whole, will be based on the payment originally received in our bank account — that amount is the gross amount on which any refund will be based. 

Cancellation 120 days or more prior to departure: Retain trip minimum deposit as a credit; refund all other monies paid. 

Cancellation between 50 and 119 days: If payment over the trip minimum deposit has been received you will retain the deposit amount as a credit held with Fencox, and receive a refund equivalent to 40% of the total trip price/total monies paid.

If payment over the trip minimum deposit has not been received, your deposit will be held as a credit with Fencox and no refund will be given.

Cancellation between 30 and 49 days: If payment in full has been received you will receive a credit equivalent to 30% of the trip price/total monies paid, OR the trip minimum deposit, whichever amount is greater.

Cancellation between 0 and 29 days: You will retain the trip minimum deposit as a credit.

Fencox Travel reserves the right to cancel or reschedule any trip departure.

a. Terms for trips commencing in 2024

95 days or more in advance: for cancellations due to a lack of trip participants, we will cancel the trip no later than 95 days in advance of the trip departure and refund the amount you paid for that trip, in its entirety. If you choose to transfer to a different departure of the same trip instead of accepting the refund, we’ll honour the original trip price, even if the price of the new departure is different due to a price increase.

Cancellations within 95 days will only happen due to circumstances out of our control, such as political instability, terrorism, pandemics, natural disasters, or other such circumstances. Refunds will be less any unrecoverable costs; in this case, the rest of your trip balance will be offered to you as a credit.

If the travel advisory of a destination changes to ‘Do Not Travel’ after booking a single destination trip, you will be entitled to a refund. If the event occurs within 95 days of the trip start, you will be provided a refund less any unrecoverable costs, which will be provided as a credit. If your booking is for a multi-destination trip, we will make a determination as to whether the trip should be re-routed or cancelled. This will be at the discretion of Fencox Travel.

If you have used pre-existing credit on file towards or for your deposit on this trip, please note that the original terms of the credit apply. 

It is your responsibility to be aware of the effect a travel advisory status, and any changes to it, may have on your travel insurance policy.

b. Terms for trips commencing in 2025

120 days or more in advance: For cancellations due to a lack of trip participants, we will cancel the trip no later than 120 days in advance of the trip departure and refund the amount you paid for that trip, in its entirety. If you choose to transfer to a different departure of the same trip instead of accepting the refund, we’ll honour the original trip price, even if the price of the new departure is different due to a price increase.

Cancellations within 120 days will only happen due to circumstances out of our control, such as political instability, terrorism, pandemics, natural disasters, or other such circumstances. Refunds will be less any unrecoverable costs; in this case, the rest of your trip balance will be offered to you as a credit.

If the travel advisory of a destination changes to ‘Do Not Travel’ after booking a single destination trip, you will be entitled to a refund. If the event occurs within 120 days of the trip start, you will be provided a refund less any unrecoverable costs, which will be provided as a credit. If your booking is for a multi-destination trip, we will make a determination as to whether the trip should be re-routed or cancelled. This will be at the discretion of Fencox Travel.

If you have used pre-existing credit on file towards or for your deposit on this trip, please note that the original terms of the credit apply. 

It is your responsibility to be aware of the effect a travel advisory status, and any changes to it, may have on your travel insurance policy.

You can transfer your credits to any other trip or even to another guest, but please note they are not refundable.

If you’d like to use your credit as a deposit for a new trip, you’ll just need to cover any difference in the deposit amount. Once you use your credit for a deposit, a cooling-off period doesn’t apply.

If Fencox Travel cancels a trip and you choose to use your deposit as credit for another trip instead of getting a refund, the two-week cooling-off period starts fresh, and after that, our standard Cancellation Terms apply.

If you decide to transfer to a different trip, please note the following conditions will apply:

• A two-week cooling-off period will not apply to the new trip.
• You will need to pay any difference in the deposit amount before your place on the new trip is confirmed.
• If the trip you are transferring to is more expensive, any remaining difference in the trip price will be added to your final invoice, payable according to our standard payment schedule.
• Our standard cancellation policy will apply.
• If you request a trip transfer within 120 days of the new trip commencing, the full trip price must be paid upfront.

By proceeding with a trip transfer, you agree to these terms and conditions.

Smoking or vaping is not permitted in any Fencox Travel’s booked transport, hotel rooms, restaurants, or within the vicinity of the trip group.

We will do our best to accommodate specific dietary requirements, but cannot guarantee that we will successfully manage all dietary needs or be able to cater for specific allergies. Please note that for included meals with set menus, your options may be limited and sometimes repetitive, depending on the destination and local cuisine.

While Fencox Travel will do its best to endeavour to accommodate medical requirements, the expectation is that guests will be responsible for their own arrangements. 

For exercise-focused adventures, Fencox Travel guides are equipped with first aid kits. Guests are advised to bring their own personal medication, accompanied by a doctor’s note for personal use. 

If you have severe asthma, allergic reactions, or other conditions that could require immediate intervention; please bring an ‘action plan’ for management from your Doctor.

Fencox Travel trip prices are based on a single supplement share basis, except in circumstances where this is not possible. By booking you accept that due to unforeseen circumstances out of our control, sometimes accommodation may need to be changed. In this rare event, we endeavour to arrange alternative accommodation of the same standards.

a. Single Supplement

Your accommodation will be private throughout the trip, unless detailed otherwise.

A few of our trips may require you to pack in a soft bag, rather than a case… This is to do with limited baggage capacity, usually in vehicles, but could also be for other modes of transport like porters or even the odd donkey! However, on many of our trips, there is no such stipulation and you’re welcome to use one hard case with wheels instead. A day pack as your ‘carry-on luggage’ is really useful too!

Please keep your baggage to a minimum and try to bring only what’s needed. You must be able to carry and handle your own bag comfortably by yourself throughout the tour. See the ‘Surcharges’ section for more on costs incurred should we need to arrange extra transport or assistance to handle your luggage during the tour.

Please be mindful of local airline luggage limits if there’s a domestic flight on your trip. Any limits will be listed in your trip notes, which you’ll receive in plenty of time before you’re packing!

Fencox Travel does not accept responsibility for any lost or damaged bags — it’s best to make sure you are insured for this. Unfortunately, we cannot assist with locating lost luggage either (as much as we’d love to). Please contact the relevant airport service desk, or airline, for assistance. 

Our trips are run by a group leader (your Guide). Guests are expected to respect the authority of the guide/leader/local operator at all times. The decision of a guide or group leader is final on all matters likely to affect the safety or well-being of any traveller or staff member participating in the trip. If you fail to comply with a decision made by a group leader or interfere with the well-being or mobility of the group, the group leader may direct you to leave the trip immediately with no right of refund. We may also elect not to carry you on any future trips booked. 

You must at all times comply with the laws, customs, foreign exchange, and drug regulations of all countries visited, and you also agree to travel in accordance with our Guest Participation Guidelines(opens in a new tab).

Travelling with Fencox Travel, you accept and understand that itinerary changes may be made if circumstances necessitate. We will endeavour to provide the closest possible equivalent if forced changes to an itinerary or accommodation occur. Your guide will communicate any changes to you.

Fencox Travel reserves the right to accept or reject an individual at any time. 

Respectful and positive interactions are fundamental to our company culture. If a potential or booked guest doesn’t comply with our Terms & Conditions or displays any form of bullying, rude, aggressive, or abusive behaviour to: our team members, fellow tour group members, the guide, or the general public, we reserve the right to refuse or cancel their booking or, or remove them from a tour.

Please read our Guest Participation Guidelines before acknowledging your participation and booking conditions by paying a deposit. We created these guidelines so that everyone can feel safe and excited knowing we are all on the same page and can have the most incredible adventure! Our Trip Help Process is there if you see or experience anything that isn’t in alignment with those guidelines.

a. How To Be A Great Fencoxer

We send out our How To Be A Great Fencoxer doc with every reservation email. It’s close to our hearts and important to us that guests read and acknowledge it. If you read it and say “That’s me in a nutshell!” then it sounds like you’re going to be amongst some incredible, like-minded, women and we can’t wait to have you on board!

We ask that you leave strong views on politics and religion at your departing airport and come with an open mind to experience all the wonderful uniqueness of your group, new local cultures, and customs, without judgement.

Going on a group trip isn’t like going to a restaurant where you sit back and enjoy the service; as each person’s adventure also depends on their fellow Fencoxers. Being a shared trip, each person has paid for a wonderful experience. If we support each other and work as a team everyone can have an amazing time!

When you join a Fencox Travel trip, we ask that you connect with your guide and fellow travellers through a WhatsApp group set up for your trip. This group is important for safety, communication, and keeping everyone in the loop, including our Fencox Travel team. We’ll set up the WhatsApp group about two weeks before your tour starts, once all guests are available to join. Your guide will be added into the group chat around 3-5 days before your tour begins.

You agree to follow the safety requirements explained in the Communicable Diseases Policy, agree to follow the directions of your guide in the event of illness in the group, and should you fall ill, take reasonable and practical steps to reduce the risk of the infection spreading to other group members, the local team and members of the public.

You grant us permission to use your name, photographs, videotapes, and recordings in connection with our trips. This includes media shared within guest WhatsApp chats. Please let us know if you would not like your name or media shared for marketing purposes.

There are no refunds for any part of the trip not used, including (but not limited to) meals, accommodation, activities, or any other services.

Fencox Travel also works in partnership with local operators, whose local expertise is invaluable to the execution of our tours. While we make every effort to work with reliable and reputable third-party operators, Fencox Travel cannot assume responsibility for any actions or omissions of third parties that result in personal injury, property damage, or other loss to our guests.

We have a complaints and refunds procedure, including a formula to calculate refund entitlements for any services that were poorly delivered or not delivered at all. We hope not to have any of these, but should you feel that something did not meet your expectations, please write to us in case we can rectify the situation.

We will contact you to conduct an investigation and may need to have a chat with you on the phone in order to proceed; any resolution offered will depend on the outcome of the investigation.

The formula for refunds is based on a reasonable breakdown of our service, with allocations primarily for Accommodation, Food, Guiding Services, and Experiences. To receive a full breakdown of the formula, please contact us. If you do make a complaint, the full calculation of your refund entitlement will be provided to you.

While Fencox Travel offers adventure experiences that by their nature may involve certain risks, we are committed to providing our guests with safe and enjoyable experiences. We expect our guests to understand the physical requirements of the adventure and to be in good health before undertaking our trips. Although we ask guests to confirm their physical fitness and to disclose medical conditions, it is ultimately the guest’s responsibility to ensure they are medically fit for the trip.

While you acknowledge that you undertake our trips at your own risk, we want to assure you that your safety is of utmost importance to us, and we will endeavour to ensure that appropriate safety measures are in place.

If any part of this agreement is deemed unenforceable, all other parts will remain in effect. By booking a trip with Fencox Travel, you agree to abide by these terms.

These terms and conditions, and any contract to which they apply, are governed by Australian law and shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

Payment of a trip deposit, or transfer of a credit as a deposit, means you have read and accepted our Terms and Conditions, including our Guest Participation Guidelines and Communicable Diseases Policy