booking terms
last updated: 2 September 2026.
ABN: 14 131 057 574
this document sets out the fees charged by a.o.mi collective ("a.o.mi", "we", "us", "our") for booking and advisory services, and the terms on which those services are provided to you ("you", "your", "client"). by paying any fee to us or instructing us to make a booking on your behalf, you agree to be bound by these terms.
executive summary
you should read the full terms below. these are the points most likely to affect you:
supplier prices — including some confirmed bookings — can change; we'll always tell you when we know.
some bookings are non-refundable once confirmed; we'll make this clear before you book, but the responsibility to check the specific terms sits with you.
our service fees cover work already performed, so they aren't refundable if a booking is cancelled for reasons outside our control.
you're responsible for meeting travel requirements — visas, health precautions, passport validity. we can point you at guidance, but verification is on you.
we book on your behalf as agent for suppliers, and may receive commission from them for doing so.
we're not liable for errors in supplier-published content (their websites, brochures, marketing).
fees
why we charge a fee
good travel planning takes real, specific, and often complex work — and we'd rather be upfront about what that costs then fold it invisibly into something else.
experience — 20 years in travel, including a decade living and working in japan.
time saved — hours of research, planning, and supplier coordination, done for you.
trusted relationships — hotels, suppliers, and operators we've used and vetted ourselves.
support if things change — we're on hand before, during, and after you travel.
itinerary planning & design
the planning fee is charged for the design of a single bespoke itinerary — research, supplier selection, and the assembly of your accommodation, transport, tours, and experiences into one proposed trip.
booking fees
changes & cancellations
our planning fee and booking fees are non-refundable in all cases, as they are charged for work already performed.
refunds are available only to the extent a supplier permits them, and are passed to you once received from the supplier — this can take 60–90 days for airlines. we are not able to refund amounts we have not recovered.
we recommend comprehensive travel insurance, arranged at the time of booking.
groups of 10 or more
groups of 10 or more travel on a different schedule of fees — planning fee, booking fees, and any change or cancellation fee. the applicable fees will be set out in your quote rather than the amounts above. for the purposes of these terms, a group is a party of 10 or more travellers.
payment
all prices are in AUD and inclusive of GST where applicable.
we accept bank transfer / direct deposit and credit card.
australian bank direct deposit: no fee.
credit card: a processing fee applies — 1.73% + $0.30 for australian-issued cards, 3.63% + $0.31 for international cards. we do not store your card details; card payments are processed securely by our payment provider.
a quoted price is not guaranteed until paid in full and confirmed.
terms & conditions
01. definitions and application
1.1 in these terms, "a.o.mi", "we", "us", and "our" refer to a.o.mi collective. "you" and "client" refer to the person making or authorising a booking, and any other traveller on that booking. "supplier" means any third party providing a travel product or service, including airlines, accommodation providers, tour operators, and transport providers. "booking" means a confirmed arrangement made with a supplier on your behalf.
1.2 these terms apply to all services provided by a.o.mi, whether arranged in person, by phone, or by email, and apply in addition to the terms and conditions of each supplier involved in your travel.
1.3 where a supplier's terms conflict with these terms in relation to a service that supplier provides, the supplier's terms govern that service.
02. our role
2.1 a.o.mi provides booking and advisory services. we assist you to plan your travel and, where instructed, make bookings on your behalf as agent for the relevant supplier.
2.2 we are not the provider of any travel product or service and are not the principal to any booking. your contract for a travel product or service is with the supplier, on that supplier's terms.
03. our service guarantees
3.1 our booking and advisory services are supplied with guarantees under the australian consumer law that cannot be excluded, including that they will be provided with due care and skill, will be reasonably fit for any purpose you have made known to us, and will be provided within a reasonable time. nothing in these terms limits your rights under the australian consumer law.
04. liability
4.1 we are responsible for the booking and advisory services we provide to you, and are liable in accordance with these terms and the australian consumer law for any failure to provide those services with due care and skill.
4.2 we are not liable for the acts, omissions, errors, or defaults of any supplier, including a supplier's failure to honour a booking, a schedule change, a cancellation, or a supplier's insolvency. responsibility for the delivery of a travel product or service rests with the supplier that agreed to provide it.
4.3 we do not warrant and are not liable for the accuracy of any supplier's published content, including websites, brochures, and other marketing material, or for any loss arising from reliance on it.
4.4 to the extent permitted by law, and subject to your rights under the australian consumer law, our liability for any claim arising from these terms or our services is limited to the amount of the fees you have paid to us.
05. the planning fee
5.1 the planning fee is payable in advance and covers the design of a single bespoke itinerary. it is non-refundable.
5.2 where you confirm a booking with us within 60 days of receiving your itinerary, a credit of 50% of the planning fee is applied against the cost of that booking. the credit has no cash value, is not redeemable for cash, is not transferable, and is forfeited if not applied within the 60-day period.
5.3 the planning fee is charged once per trip, irrespective of the number of travellers, except that a.o.mi reserves the right to apply an alternative fee to a group booking in accordance with clause 5.4.
5.4 a different schedule of fees applies to a group booking, in place of the planning fee, booking fees, and change or cancellation fees (clause 9.2) otherwise set out in these terms. where this applies, the applicable fees will be set out in your quote. for the purposes of these terms, a group is a party of 10 or more travellers.
06. booking fees
6.1 where we book international or domestic flights on your behalf, the applicable per-person fee set out above is payable in addition to the cost of the flight.
6.2 where a rail, accommodation, tour, transfer, or other booking is made outside the scope of your original itinerary, the applicable fee set out above applies. no fee applies to a component included within the itinerary as originally proposed.
07. prices
7.1 prices are based on availability and pricing at the time of quotation and are not guaranteed until paid in full and confirmed by the relevant supplier.
7.2 a supplier may vary the price of a booking, including a confirmed booking, where a surcharge, fee, or tax is introduced or varied, or due to currency fluctuation. we will notify you of any such variation of which we become aware.
7.3 where a price is displayed or quoted in obvious error, we may correct the error and offer the booking at the correct price. you are not obliged to proceed at the corrected price.
08. payment
8.1 all prices are in australian dollars and inclusive of GST where applicable. we accept payment by bank transfer / direct deposit or BPAY, at no additional cost, and by credit card, subject to a processing fee of 1.73% + $0.30 for australian-issued cards or 3.63% + $0.31 for international cards. we do not store your card details; card payments are processed by our payment provider.
8.2 a booking is not confirmed until the required payment is received in full. we are not responsible for any increase in price, or loss of availability, resulting from delayed payment.
09. changes and cancellations
9.1 you may request up to 5 rounds of amendments to your itinerary before a booking is confirmed, at no additional cost, covered by the planning fee. we reserve the right to charge a reasonable additional fee for further amendment requests.
9.2 a change to a confirmed booking incurs a fee of $50 per person, capped at $250 per booking. a cancellation of a confirmed booking incurs a fee of $100 per person, capped at $500 per booking. both are payable in addition to any fee charged by the relevant supplier, which is passed on to you at cost. see clause 5.4 for a group booking.
9.3 our change and cancellation fees reflect the reasonable direct and indirect cost, time, and work involved in arranging and administering a booking and in processing a change or cancellation to it.
9.4 a change of name or route is frequently treated by suppliers as a full cancellation. you should confirm the position with us before requesting such a change.
9.5 where a supplier provides a refund in respect of a cancelled or changed booking, we will pass that refund to you, less any non-refundable amount, once received.
9.6 no change or cancellation fee under clause 9.2 is payable where the change or cancellation results from an error on our part, or from a supplier cancelling a booking through no fault of yours.
9.7 the planning fee and any booking fee already incurred are non-refundable in all circumstances, as they are charged for work already performed.
10. passports, visas, and health
10.1 it is your responsibility to hold a valid passport (with, for most destinations, at least six months' validity from your return date), any visa required for your itinerary, and to meet any health or entry requirement applicable to your destination. general guidance may be provided, but verification and compliance remain your responsibility. we are not liable for any cost or loss arising from a failure to meet these requirements. current advice is available at smartraveller.gov.au.
11. travel insurance
11.1 we recommend that you obtain comprehensive travel insurance appropriate to your itinerary, arranged at the time of booking. travel undertaken without adequate insurance is at your own risk.
12. your obligations
12.1 you confirm that you are at least 18 years of age and have authority to enter into these terms on behalf of any other traveller named on your booking.
12.2 you must provide traveller details exactly as they appear on each traveller's passport. a supplier may deny travel or cancel a booking where a name does not match, and we are not liable for any loss arising from incorrect details provided by you.
12.3 you are responsible for checking that your booking details are correct before we proceed, and for reconfirming flight times directly with the airline prior to departure.
13. events beyond our control
13.1 we are not liable for any failure or delay in the performance of our services caused by an event beyond our reasonable control, including natural disaster, adverse weather, industrial action, pandemic, government action, or civil unrest.
14. supplier insolvency
14.1 where a supplier is unable to provide a travel product or service you have booked as a result of insolvency or external administration, we have no obligation to reimburse the cost of the booking or any related loss, subject to your rights under the australian consumer law. this is a further reason we recommend comprehensive travel insurance.
15. privacy
15.1 we handle personal information in accordance with our privacy policy.
16. governing law
16.1 these terms are governed by the laws of new south wales, australia, and the parties submit to the exclusive jurisdiction of its courts.
17. complaints
17.1 any concern regarding our services should be directed to hello@aomicollective.com. we will respond and seek to resolve it promptly.