TERMS AND CONDITIONS FOR THIS CRUISE
P&O Cruises - Terms and Conditions
Introduction
These are the terms and conditions under which you book your cruise holiday and travel on any P&O Cruises product we sell you. You are bound by these terms and conditions, so it is important that you read them carefully.
P&O Cruises/We/Our/Us means Carnival plc. You are entering into this contract with Carnival plc trading as P&O Cruises, ARBN 107 998 443.
Certain laws such as the Competition and Consumer Act 2010 (Cth) and any applicable state based consumer legislation (from here known as ‘consumer laws’), are in place for your protection. They are designed to ensure our services are provided with due care and skill and are reasonably fit for a cruise holiday. These ‘Terms & Conditions’ do not alter any protection given to you by consumer laws.
Bookings
Each cabin booked represents an individual booking and can accommodate between one (1) and four (4) passengers, depending on the cabin configuration. Each booking will be allocated a unique booking number.
Your agreement with us
When you first make a payment towards your cruise holiday, you represent that you have the authority from all passengers on your booking(s), to accept our ‘Terms & Conditions’ on their behalf. Parents/Legal guardians accept the ‘Terms & Conditions’ on behalf of their children, including those who travel in a separate cabin. Once we have received a payment on a booking, an agreement on these ‘Terms & Conditions’ becomes effective between all passengers on the booking(s) and Carnival plc.
Payments
Once you have decided on your holiday, we will need a deposit to secure your booking. It is essential that deposits are received by us within three (3) days from when the booking is made. If payment is not received within this time, your booking will be automatically cancelled.
It is essential that you make final payment by the due date and in accordance with the type of fare you have purchased. If payment is not received by the due date, bookings will be automatically cancelled and our ‘Cancellation & Refunds’ policy will apply.
If you are making a booking within the ‘Final Payment Due’ period of your selected cruise, full payment is required at the time of booking.
Travel insurance
We strongly recommend you purchase appropriate international travel insurance at the time you pay your deposit. If you do not purchase travel insurance, you may not be able to recover cancellation charges, medical costs, repatriation and other expenses that may arise if things do not go according to plan.
Cancellation & refunds
Although we would love to see you on board, we understand that plans can change. Should you need to cancel your booking, we ask that you notify your Travel Agent or our Cruise Contact Centre at your earliest convenience. The refunds or cancellation charges that will be payable depend on the amount of notice you give us, as follows:
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181 days or more
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Full Refund
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180-76 days
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Deposit Amount^
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75-43 days
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25% of total fare^
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42-15 days
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50% of total fare^
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14 days or less
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100% of total fare
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Note: ‘Total Fare’ is the total amount payable to us for your booking.
^Any additional fees charged by airlines due to cancellation, will also be passed on to the passengers.
* Please note in instances where the deposit amount paid is higher than the 25% or 50% of the cruise fare, then the highest of the amounts is payable as the cancellation penalty.
***Exceptions apply to any bookings made under PackNGo fares
* Full payment is required at time of booking * Fare does not combine with any other onboard credit offer * Fare is non-refundable and non-transferable
Changing your cruise holiday
We understand that on occasion you may need to change to a different cruise. When this happens, the following policy will apply:
| 121 days or more |
One free change to a different P&O cruise |
Once you have used your ‘one free change’, Cancellation Charges, as per our ‘Cancellation & Refunds’ policy, will apply for any other amendments.
Your fare
Your fare is determined by the fare type, the number of passengers in your cabin, its location on the ship, the amenities offered, port charges, government taxes and any applicable airfares including taxes and fees. Child fares, where available, only apply when children are the third (3rd) or fourth (4th) passenger in a cabin and are aged under 13 years.
Fare changes
Once booked, your fare is only subject to any increased taxes. You will be notified of this before it is added to your fare or to your on board account.
Sometimes we will release promotional fares. These can be offered and withdrawn at any time. If after booking you decide to change to one of these promotional fares, you will need to cancel your existing booking and our ‘Cancellation & Refunds’ policy will apply.
Cabin Changes
When making a booking with a specific cabin number, please advise us or your Travel Agent if you do not want your cabin changed. This means that you would not be offered a complimentary upgrade to a higher priced category, if one was to become available. Please note that your cabin can still be changed for operational reasons, including when the number of people booked in the cabin is less that the number of beds in the cabin (for example, two passengers booked in a four bedded cabin).
Fuel supplement
We may elect to impose a fuel supplement at any time, in which case any additional fees will apply to new bookings only. The total price quoted to you at the time of booking will be inclusive of any applicable fuel supplement.
Booking changes
Once you have made your booking, please check your invoice, ‘Cruise Personaliser’, or with your Travel Agent to ensure the details are correct.
Should you need to make changes to your booking the following administration fees will apply:
| Spelling Correction (per person) |
$0 |
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* One original passenger from the booking must always remain in the cabin. If the cancelling passenger was the only person that qualified the booking for a promotional fare (eg. past passenger fare), additional and remaining passengers will no longer be entitled to this promotional fare. The booking will revert to a different fare and the remaining passengers will need to pay the difference in cost, if any.
Additional fees charged by airlines will be passed on to the passengers.
Pregnancy
Passengers who will be pregnant during their cruise are required to supply a physicians ‘fit to travel’ note, including your estimated due date, prior to embarkation. We are unable to accept any passengers who will have entered their 24th week or later of pregnancy, by the end of the cruise.
Minimum age to travel
To ensure there is suitable supervision, there needs to be at least one passenger 18 years or older in each cabin. However, to accommodate families cruising together, children may occupy a separate cabin to their parent/legal guardian, providing one child is 16 years or over.
For cruises departing from an Australian port between 1 November and 7 January, any passenger under 19 years of age on the day they board the cruise, must travel in the same cabin as a responsible adult 19 years or older. In addition, from 8 January to 31 January, there is a limit on the number of passengers under 19 years of age who can travel unaccompanied. Once the limit is reached, a responsible adult 19 years or older must travel in the same cabin. We can advise you at the time of booking whether the limit applies to your booking. The responsible adult is accountable for passengers under 19 years of age in their cabin for the duration of the cruise, and the ‘Rights of the Captain’ will be applied to anyone who displays disruptive behaviour.
We welcome children 12 months and over to cruise with us. We are unable to accommodate infants under 12 months due to limited neo-natal facilities on board and at ports of call. In addition, children under three (3) years must remain with their parent/legal guardian at all times.
Children & Teenagers
For the safety and enjoyment of all on board, there are limits on the number of children and teenagers that can be carried within different age groups. The age of the passenger on the day they board the cruise, is the age we use for the entire holiday. We can advise you at the time of booking whether we are able to accept bookings for children on the cruise you have chosen.
Parents/Legal guardians are responsible for children and teenagers at all times. If a child or teenager displays dangerous or disruptive behaviour, the ‘Rights of the Captain’ will be applied to both parent/legal guardian and child/teenager.
Children’s access to pools and spas may be restricted and adult supervision is required.
Children's Centres
Children less than three (3) years of age are welcome to use the Children’s Centre facilities under the direct supervision of their parent/legal guardian. To attend the Children’s Centres without a parent/legal guardian, children need to be three (3) years of age or over and toilet trained.
Use of the Children’s Centres requires daily registration and entry is on a first-come-first-served basis as places are limited. Group child minding for children 3-12 years is available between 10.30pm and 1am only for a fee.
Requirements to Travel
Passports, visas and vaccinations are your responsibility.
Without the necessary passport, visas and/or vaccinations, local authorities may deny you boarding, prevent you from going ashore, issue a fine or deny the ship entry into the port.
For international cruises (cruises that visit a foreign port), passports are required for all passengers and must be valid for a minimum of six (6) months beyond the date of the cruise return. In addition, travel on our cruises will not revalidate an Australian or New Zealand re-entry visa.
For domestic cruises (cruises that do not visit a foreign port), a valid passport or government issued photo identification is required (Queensland Proof of Age cards will not be accepted). For Australian passengers, a current Medicare card can be used for passengers under 18 years of age. For New Zealand passengers, an original or certified copy of the child’s birth certificate or a school pass with photo will be accepted.
Illicit items
To ensure a safe and enjoyable holiday for all our passengers, it will be necessary for our staff and other parties, such as port and government agencies, to search you and your luggage. You agree to allow such searches. We can deny boarding or disembark any person in possession of any weapons or illicit substances.
Alcohol & Gambling
We are committed to the responsible service of alcohol. There may be times when we consider it appropriate to refuse the service of alcohol to a passenger for any reason. Passengers must be 18 years or over to purchase or consume alcohol, or gamble on board. Government issued photo identification may be requested (Queensland Proof of Age cards will not be accepted). Any alcohol purchased ashore will be collected at the gangway for safe keeping and will be returned to you on the last day of your cruise.
Your Health
We care about the health and safety of our passengers. To assist, please advise us at the time of booking if you have any condition that requires medical attention, medication or special treatment. We may also ask you to complete a health questionnaire.
If a passenger has a condition that we decide may seriously affect the enjoyment, health or safety of themselves or any other person on board, we can refuse or cancel a booking, where necessary. We will give reasonable consideration when reaching this decision and will advise you as soon as possible. Provided you have given us all relevant information about the condition that we require when requested, you will be entitled to a full refund if we cancel your booking on the basis of this condition.
Passengers that need assistance should always be accompanied by a carer to help with day to day activities as our crew and medical staff are unable to act as personal carers.
On board Medical Centre
Each ship has a Medical Centre that is staffed by registered doctors and nurses, who are available during scheduled clinic times to provide medical care for everyone on board. They are also available 24 hours a day, 7 days a week for medical emergencies. Our Medical Centre is only for medical needs arising on board and cannot cater for treatments that you know you will require while on holiday.
We are not a healthcare provider and may not be held liable for the sickness, injury or death of any passenger arising from any advice, treatment, care, services or any omission by medical staff. These medical providers exercise their own medical judgement and expertise.
On board Medical Charges
All cruises on our ships are outside the scope of Australian Medicare, New Zealand Accident Compensation Corporation (ACC) and private health insurance. Consultations, treatments and medication are charged at private rates and must be paid by you and claimed through your travel insurance.
Other Service Providers
While we specialise in cruising holidays, you may choose to book other services with us such as flights and Shore Tours. We can assist you in making these arrangements; however, we act only as a booking agent. The service providers are solely responsible for the information and service offered and their conditions will apply. Although our responsibility is on board the ship, where we arrange these services for you, we will assist in addressing any concerns you may have.
Any arrangements made with other service providers by or for you are your responsibility and entirely at your own risk.
Ship & Itinerary Changes
We will do everything we reasonably can to make sure everything goes according to plan; however, sometimes changes can happen that may affect your holiday experience. This could include weather, mechanical difficulties, civil unrest or any other unforeseen circumstances.
In addition, we may charter all or part of the ship, or remove the ship from service where this becomes necessary. We may change the itinerary, ship or cancel the cruise due to operational or commercial requirements.
We will notify you of these changes as soon as we can. Where we cancel a cruise or make a significant change to the ports in your itinerary prior to departure, you will have the choice of:
- the new itinerary;
- transferring all monies paid to an alternative cruise of comparable standard, if available; or
- cancelling the cruise for a full refund of your fare paid.
Once your cruise has commenced, if we are required to change the itinerary or cancel the cruise due to safety, maritime law, severe weather or to protect human life or health, we are not required to provide any compensation unless consumer laws provide otherwise. With this in mind, please do not make any important arrangements or meetings based on the proposed itinerary.
Rights of the Captain
If a passenger seriously affects the safety, well-being or enjoyment of themselves or any other person on board, the Captain has the right to confine, sedate or disembark the passenger. In such cases, we are not responsible for any expenses including your return home. In addition, you will not be entitled to any refunds. While the Captain will always act reasonably in these circumstances, you accept that the safety, well-being and enjoyment of everyone on board, comes first.
Leaving the cruise early
If you are required, or choose, to leave the cruise for any reason (unless caused by our proven negligence or failure to provide services with due care and skill and that are reasonably fit for purpose), we are not responsible for any expenses, including your return home. This also applies if you do not return to the ship in time for sailing after a port visit. If we assist with any costs, you will need to repay us on your return. In addition, you will not be entitled to any refunds.
Legal Matters
In the unlikely event you have reason to take legal action, you agree to use all reasonable efforts to bring the issue to our attention as soon as possible.
This contract is governed by the laws in force in New South Wales. You agree that any action you bring against us will be brought in New South Wales.
If you have a claim against us, you agree only to bring action against us and not any of our related bodies corporate as defined in the Corporations Act 2001(Cth).
Where consumer laws and other laws permit us to exclude our liability, we will not be liable for:
- loss of, or damage to, any luggage or other belongings
- sickness, injury or death, unless caused by our proven negligence or failure to provide services with due care and skill and that are reasonably fit for purpose.
In addition, our liability will be reduced in proportion to any negligence or fault on your part.
Privacy
Privacy laws safeguard your personal details.
Personal Information
During the booking process and your cruise holiday, we ask for information about you. We collect this information so you receive the highest level of personalised service. After your holiday, your information is stored so we can inform you of any special offers, or obtain feedback. If you do not wish to receive such offers or be contacted to provide feedback, please let us know. We may also be required to pass your information on to various third parties such as immigration officials, service providers and insurers.
If you consult the medical staff on board, any information shared with them may be made available to relevant people within our own organisation and also externally to medical specialists, insurance providers and our professional advisors.
Security Cameras
For the safety and security of our passengers and crew, we use Closed Circuit Television (CCTV) to monitor and record public areas on board all our ships. If necessary, this footage may be viewed by our own personnel, advisors and external parties with a relevant interest. We are not responsible for any consequences arising from the viewing or other use of this footage.
If you would like to access your personal information or obtain a copy of our Privacy Policy, please contact us on:
Email: privacy@pocruises.com.au
Post: PO Box 2006
North Sydney NSW 2059
Alternatively, our Privacy statement can be found online at pocruises.com.au/privacy.
