Refunds & Returns Policy

This Refunds & Returns Policy explains how Ground Crew Travel Pty Ltd trading as "Ground Crew" ("we", "us", "our") handles refunds and remedies. It forms part of our Terms & Conditions and is in addition to your rights under the Australian Consumer Law (ACL).

1. Your rights under the Australian Consumer Law

Nothing in this Policy limits your rights under the ACL. Our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill and be fit for the purpose you told us about. If we fail to meet a consumer guarantee, you are entitled to a remedy. For a major failure, you can choose a refund; for a minor failure that can be fixed, we may choose to fix it within a reasonable time.

2. Our approach — re-work first

Because our work is judgement and craft, our first step is always to make it right. If you are not happy with a SenseCheck markup, a Ready-Made itinerary, or a Build with Ground Crew AI plan, tell us what missed the mark and we will revise or remake it. Most concerns are resolved this way. We provide a refund where we genuinely cannot deliver what you paid for, or where the ACL entitles you to one.

3. Services (SenseCheck, Ready-Made, Build with Ground Crew AI)

If the delivered work does not match what you ordered, contains errors, or falls short of a reasonable standard, contact us within 14 days of delivery and we will re-work it at no charge. If, after a reasonable attempt, we cannot deliver the service to the standard described, or if we cannot complete it at all (for example, because no suitable crew member is available for your destination), we will refund the amount you paid for that service.

4. Digital guides and downloadable itineraries

Our self-guided guides and Ready-Made itineraries are digital products delivered immediately. Because they are downloaded straight away, we generally do not offer change-of-mind refunds once you have accessed or downloaded them. This does not affect your ACL rights: if a guide is faulty, materially not as described, or does not work, contact us and we will fix it or refund you.

5. When a refund is not provided

Outside your ACL rights, we generally do not refund for: a change of mind after a service has been delivered or a guide downloaded; dissatisfaction with a third-party provider you chose to book (airlines, hotels, tours and the like), since those are separate contracts we are not part of; changes to your travel plans; or a shortfall caused by incomplete or inaccurate information you gave us at the start, though we will always try to help.

6. Wallet credit

Wallet or account credit is not redeemable for cash except where the law (including the ACL) requires. If we owe you a refund for a purchase made using wallet credit, we will generally return it to your wallet, or to your original payment method where the ACL requires.

7. How to request a refund or re-work

Email hello@groundcrewtravel.com with your order details and what went wrong. We aim to acknowledge your request within 2 business days and to resolve it within 10 business days. Approved refunds are made to your original payment method through Stripe; the time it takes to appear depends on your card issuer or bank.

Contact: hello@groundcrewtravel.com · Ground Crew Travel, Brisbane QLD 4055, Australia.