Introduction
itravel is an ATAS accredited Travel Agent and a member of ATIA & IATA. Roast & Roam Travel is a trading name of the itravel Australia Group.
We facilitate and sell travel arrangements on behalf of third-party suppliers (“Principals”), including airlines, tour operators, hotels, cruise lines, and other providers. References to “we”, “us” or “our” refer to itravel and Roast & Roam Travel.
We may receive commissions, fees or other financial incentives from these suppliers.
HQ by itravel is a centralised booking platform owned by Wastreck Pty Ltd (ABN: 68 069 654 860 / ACN: 069 654 860).
Travel Insurance
Travel insurance is essential. Without it, you are personally responsible for any medical or unforeseen expenses while travelling.
We strongly recommend purchasing comprehensive travel insurance at the time of booking. It is your responsibility to read and understand the Product Disclosure Statement (PDS).
All Roast& Roam/ itravel agents are FSR compliant and can recommend a policy to suit your needs.
Disclosure Authorisation
In the event of a natural disaster or emergency in a destination you are visiting, you authorise us to share your itinerary and contact details with the Australian Department of Foreign Affairs and Trade (DFAT).
Passports and Visa Requirements
It is your responsibility to ensure:
Failure to meet these requirements may result in denied boarding or entry, and additional costs.
Health Requirements and Vaccinations
Some destinations require specific vaccinations or health documentation. You are responsible for checking requirements and consulting a medical professional prior to travel.
We recommend reviewing advice via Smart Traveller.
Prices
All prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once paid for in full by you. Price changes can occur between the time you make a reservation and the date of full payment. Factors influencing price changes can be currency fluctuations, fuel surcharges, taxes and other provider increases outside of our control.
Schedule of Fees
These fees may vary. Please check directly with your itravel agent.
Roast & Roam Deposits
Domestic: $45.00 per person
International: $100.00 per person
These are payable in addition to any deposit required by Tour Operators or Wholesalers. All deposits are non-refundable in the event of cancellation
Consultation and Itinerary Preparation
Initial Consultation: $95.00 per hour
Itinerary Preparation: $150.00
Consultation and preparation fees are deducted from the final account for bookings over $5500 (excluding airfares)
Online Booking Fee
$35.00 per person
Frequent Flyer Redemption bookings
Domestic: $55.00 per person + taxes
International: $100.00 per person + taxes
Visa Processing Fee
$45.00 per person per Consulate + visa fees as applied by the Consulates
AMENDMENTS
Domestic ticket reissue : $55.00 per person + airline fees
International ticket reissue: $75.00 per person + airline fees
Hotel & car hire changes: $15.00 per amendment + any operator fees
Name changes: $75.00 per person + airline fees
CANCELLATIONS
Domestic: $55.00 per person + airline/operator fees
International: $200.00 per person + airline/operator fees
All booking fees are non-refundable in the event of cancellation
Payment
Once a booking is confirmed, payment must be received within the payment deadline as advised by your Roast & Roam agent. Failure to pay for tickets or other travel documents within the deadline will result in automatic cancellation of the booking.
Payments are accepted by BPAY, direct deposit, by cheque or by credit card. Some travel bookings may not be payable with a credit card. Please check with your itravel agent. In some circumstances your credit card will be charged by the Principal. You authorise us to pass on your credit card details to the Principal.
When your credit card is processed by itravel you agree to not have your payment ‘charged back’ or reversed by your credit card provider where the services have been provided.
Direct deposits must be paid into the itravel Client Trust Account: CBA BSB: 062-033 Account: 10383350. itravel agents do not accept cash payments. Payments must not be paid into any other bank account other than the
itravel Client Trust Account.
Payment Surcharges
Credit or debit card payments will incur surcharges. Please check with your Roast & Roam agent for our current charges.
Booking Cancellation and Amendment Charges
If you wish to cancel or change a confirmed reservation you are likely to incur fees. In some cases, itravel may charge cancellation and/or amendment fees in addition to those imposed by travel service providers. You should always check
amendment or cancellation fee schedules with your itravel agent before entering into a transaction. Some air tickets and other bookings may be non-refundable.
It is Roast & Roam Travel’s policy that we are not in a position to refund any commissions we have earned which incurred our time in arranging your travel and holiday plans. Commission earned covers our general running costs like every other business and includes systems charges, fraud protection, server hosting, utility bills and other overheads.
Refunds
If you cancel your travel arrangements and a refund is due, the refund will be made available to you once we receive the monies from the Principal involved. In some cases, you may not be able to claim a refund.
Each Service Provider may have their own terms and conditions applicable to your travel arrangements. It is important that you read and understand these for each of your bookings.
If your airline or other service provider cancels your trip you may be offered a voucher or credit which may entitle you to take the flight, tour or other service at a later date. A rebooking fee or service fee may apply.
Travel Documents
While we have taken great care to check your travel documents, it is important that you review all of the information in the documents including but not limited to, your name, travel dates and other particulars relating to your travel
arrangements. Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider.
Schedule Changes
It is important to check your flight times at least 24 hours prior to the departure of each flight as airlines reserve the right to amend their flight schedules.
Accuracy of Information and Limitation of Liability
Roast & Roam Travel does not warrant the accuracy, completeness, or performance of the services offered by the Principals and we will not be liable in the event that you suffer loss, injury or disappointment by reason of any
undertakings or failings of any Principal.
Roast & Roam Travel accepts no responsibility or liability for any failure or delay on the part of any Principal in providing travel services to you where your booking has been properly processed by itravel; nor is itravel responsible for any acts or omissions of Principals in the course of delivery of such travel services.
HQ by itravel does not promise that hotel images and descriptions of products and services are at any time an exact reflection or presentation of the products and services offered by or available. HQ by itravel disclaims all liabilities or
warranties, express or implied, based on any differences of any kind between the descriptions of products and services provided and the actual features of products and services offered by or available.
Force Majeure
Neither Party will be liable for any failure or delay in performing an obligation under this Agreement that is due to any of the following causes, to the extent beyond its reasonable control: acts of God, accident, riots, war, terrorist act,
epidemic, pandemic, quarantine, outbreaks of infectious disease or any other public health crisis, civil commotion, breakdown of communication facilities, natural catastrophes, governmental acts or omissions, changes in laws or
regulations, national strikes, fire, explosion, generalized lack of availability of raw materials or energy.
Force Majeure shall not include (a) financial distress nor the inability of either party to make a profit or avoid a financial loss, (b) changes in market prices or conditions, or (c) a party's financial inability to perform its obligations hereunder.
Complaints
Roast & Roam Travel is committed to providing an exceptional customer experience. Our highly trained and experienced consultants are focussed on giving value for money with the best possible service. We endeavour to resolve any complaint as quickly and efficiently. You can view our Complaints Handling Policy here. Your feedback is always welcome as we continually strive for excellence.
Your Rights Under Australian Consumer Law
Nothing in our terms and conditions excludes or limits your legal rights under Australian Consumer Law.
These terms and conditions were updated March 2026.