Ground Crew Travel

Terms & Conditions

The agreement between you and Ground Crew when you use our site and services.

These Terms & Conditions ("Terms") are between you ("you", "the traveller") and Ground Crew Travel (ABN 99 348 440 286) trading as "Ground Crew" ("Ground Crew", "we", "us", "our"). They govern your access to and use of groundcrewtravel.com (the "Site") and our services. By creating an account, making a purchase, or otherwise using the Services, you agree to these Terms. If you do not agree, please do not use the Services.

1. Definitions

Content — itineraries, markups, recommendations, text, guides, PDFs and other material we create, supply or make available to you.
Crew / local expert — an independent contractor engaged by Ground Crew to review, build or contribute to travel content.
Services — the Site and the services described in Section 4, including SenseCheck, Ready-Made Itineraries, Build with Ground Crew AI, and self-guided itinerary guides.
Wallet / credit — any prepaid balance you hold with us that can be applied to purchases.

2. Eligibility and accounts

You must be at least 18 years old and able to form a binding contract to use the Services. You are responsible for the accuracy of the information you provide, for keeping your account credentials secure, and for all activity under your account. Please tell us promptly if you suspect unauthorised use.

3. Our role — please read this carefully

Ground Crew provides information, opinions, itinerary review and travel-planning content produced by us, by our crew, and (for Build with Ground Crew AI) with the assistance of artificial intelligence that a human then verifies. We are an information and planning service, not a travel agent, tour operator, booking agent or seller of travel.

We do not sell, supply, arrange, book or act as agent for flights, accommodation, tours, transport, insurance, tickets or any other travel product. Any booking or purchase you make with an airline, hotel, operator, platform or other provider is a separate contract between you and that provider, on their terms, and we are not a party to it and are not responsible for it.

4. The Services

SenseCheck — a local expert reviews an itinerary you provide and returns comments, corrections and suggestions. Pricing is per day of itinerary as shown at checkout.
Ready-Made Itineraries and self-guided guides — pre-built itineraries and downloadable guides created by local experts, delivered to you as digital content.
Build with Ground Crew AI — an AI-assisted draft plan that a local expert reviews and verifies before delivery.

We describe each service and its price on the Site before you buy. We may change, add to or discontinue Services, features or pricing at any time; changes do not affect orders you have already paid for.

5. Crew and what "verified" means

Our crew are independent local experts, not our employees, and their recommendations are informed personal opinions based on their knowledge and experience. "Verified" means a crew member has reviewed the relevant content using their local knowledge; it is not a guarantee that a place, price, opening time, route or provider will be available, suitable, safe or unchanged when you travel. Travel information dates quickly, so always confirm key details directly before you rely on them.

Because our crew cover regions rather than single addresses, we match your itinerary to the crew member best placed to review it. If our quality assurance finds the fit isn't right, we'll re-assign it to a better-matched local or, where we can't, refund you.

6. Pricing, payment and wallet credit

Prices are shown at checkout in the currency you select and, where applicable, include GST. Payments are processed securely by Stripe; we do not store your full card details. You are responsible for any bank or international transaction fees your provider charges.

If you hold wallet credit, it can be applied to purchases as shown at checkout. Wallet credit is not a bank deposit, earns no interest, is non-transferable, and is not redeemable for cash except where required by law (including the Australian Consumer Law). We will tell you before purchase if any credit is subject to an expiry period.

7. Service commitments

We aim to deliver each service within the timeframes below, which form part of these Terms. We keep them realistic on purpose: we would rather set a target we can meet than promise a time we cannot. All times are in Australian Eastern Standard Time (AEST) and "business days" exclude weekends and Queensland public holidays.

7.1 Delivery timeframes

Our target turnaround for each service, measured from when we receive your payment and everything we need from you, is:

SenseCheck — your marked-up itinerary returned within 2 business days for trips up to 7 days, and within 3 business days for longer or more complex trips.
Ready-Made Itineraries and self-guided guides — delivered immediately after payment as a download or emailed link.
Build with Ground Crew AI — an AI-drafted plan reviewed and verified by a local expert, delivered within 3 business days.

If we expect to miss a target — for example, because your trip is complex, spans a destination with limited crew coverage, or lands over a holiday period — we will tell you promptly and agree a revised timeframe with you.

7.2 What we need from you

We can only hit these targets if we have what we need. Please give us your destinations, dates, draft plan and any must-haves or constraints up front. If key information is missing, the clock starts when you provide it. Changes you make after we begin may extend the timeframe or, where they go beyond the original scope, attract an additional charge, which we will confirm with you first.

7.3 Our quality commitment

Every itinerary, markup and guide is prepared or verified by a local expert using first-hand knowledge. "Verified" means a person with local knowledge has reviewed the content — it is not a guarantee that a place, price, route or opening time will be unchanged when you travel, so please confirm time-sensitive details before you rely on them. If our work does not meet this standard, we will re-work it under our Refunds & Returns Policy.

7.4 Revisions

Each service includes one round of revisions within 14 days of delivery, so you can tell us what to adjust and we will refine it. Where your request goes beyond the original brief, we will let you know if an additional charge applies before we proceed.

7.5 Support and response times

You can reach us at hello@groundcrewtravel.com. We aim to respond to enquiries within 1 business day. Our support hours are 9:00am to 5:00pm AEST, Monday to Friday. As we grow our crew across time zones, response times may improve, and we will update these Terms if our standard hours change.

7.6 Things outside our control

Some things are outside our control and are not covered by these commitments: the availability, pricing, safety or conduct of third-party travel providers you book; changes to transport, attractions or local conditions; and delays or failures caused by events beyond our reasonable control, such as outages, natural events or provider failures. Where one of these events affects work you have ordered from us, we will let you know how it affects your order.

7.7 If we miss a commitment

If we do not meet a commitment in this section, please contact us. We will make it right — usually by prioritising and completing your work quickly, and, where appropriate under our Refunds & Returns Policy and the Australian Consumer Law, by offering a partial or full refund.

8. Intellectual property and licence to use

We (and our licensors and crew) own all intellectual property in the Site and in the Content, except for material you supply. When you pay for an itinerary, markup or guide, we grant you a personal, non-exclusive, non-transferable licence to use it for your own travel planning. You may not resell, rent, sub-licence, publish or redistribute any itinerary, markup or guide, in whole or in part, or share it beyond your own travel party.

You may not use our Content, or permit it to be used, to develop, train or improve any artificial intelligence or machine-learning model or dataset. This applies whether or not you charge for it and whether done manually or by automated means.

You retain ownership of the trip information and materials you provide, and you grant us and our crew a licence to use them to deliver the Services. You confirm you have the right to share anything you send us. We may use de-identified or aggregated information, and non-identifying examples of our work, to promote and improve the Services.

Our crew's recommendations, and the local knowledge behind them, are not exclusive to you. We and our crew may reuse, adapt and build on the general recommendations, routes and knowledge developed while working on your plan — including to create itineraries or guides we sell to others — provided we do not disclose your personal information or the private details of your specific trip. The information and materials you provide remain yours.

9. Acceptable use

You agree to use the Services lawfully and not to misuse them — for example, by attempting to gain unauthorised access, scraping or copying Content at scale, reselling our Services, uploading unlawful or infringing material, or using the Services to harass others. We may suspend or close accounts that breach these Terms.

10. Third-party services and affiliate links

The Content and Site may reference or link to third-party providers, and some links may be affiliate links from which we may earn a commission (for example, eSIM providers such as Airalo). We disclose affiliate relationships where they apply. We do not control third parties and are not responsible for their products, services, pricing or content.

11. Travel is your responsibility

Our Content is general planning information and opinion, not professional travel, legal, medical, financial or safety advice. You are responsible for your own travel decisions, including checking current government travel advisories (for Australians, smartraveller.gov.au), visa and passport requirements, travel insurance, health and vaccination requirements, local laws, and the terms of any provider you book. Conditions, prices and availability change, and we do not warrant that Content is complete, current, accurate or suitable for your circumstances.

12. Consumer guarantees and liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or other law that cannot lawfully be excluded. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

To the maximum extent permitted by law, and subject to those non-excludable rights: our liability for a failure to comply with a consumer guarantee is limited, at our option, to re-supplying the service or paying the cost of having it re-supplied, or to refunding the amount you paid; we are not liable for any indirect, incidental, special or consequential loss, or for loss of profits, savings, data, or enjoyment; we are not liable for the acts, omissions, products or services of third-party travel providers or for decisions you make based on the Content; and our total aggregate liability arising out of or in connection with the Services is limited to the amount you paid us for the relevant service in the 12 months before the claim. You agree to indemnify us against claims arising from your breach of these Terms or your unlawful use of the Services, to the extent permitted by law.

13. Refunds

Our Refunds & Returns Policy explains when and how refunds are provided and forms part of these Terms. In short, our first remedy is to re-work or remake the Content, and we provide a refund where we genuinely cannot deliver or where the Australian Consumer Law requires one.

14. Suspension and termination

You may stop using the Services and close your account at any time. We may suspend or terminate your access if you breach these Terms, if required by law, or to protect the Services or other users. Sections that by their nature should survive termination (including intellectual property, liability, and governing law) continue to apply.

15. Privacy

We handle your personal information in accordance with our Privacy Policy, which forms part of these Terms.

16. Changes to these Terms

We may update these Terms from time to time. We will post the updated version on the Site and update the effective date. Changes apply to your use of the Services after they are posted; your continued use means you accept the updated Terms.

17. Governing law and disputes

These Terms are governed by the laws of Queensland, Australia, and you and we submit to the exclusive jurisdiction of the courts of Queensland. If you have a concern, please contact us first so we can try to resolve it quickly. Nothing in this clause limits your rights under the Australian Consumer Law or your ability to complain to a relevant regulator.

18. General

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in force. Our failure to enforce a right is not a waiver of it. You may not transfer your rights under these Terms without our consent; we may transfer ours in connection with a sale or restructure of our business. We are not liable for delays or failures caused by events beyond our reasonable control. These Terms, together with the Privacy Policy and Refunds & Returns Policy, are the entire agreement between us about the Services.