Refund Policy — Ch-Ex Co. Pty Ltd
Effective Date: 5 November 2025
Company: Ch-Ex Co. Pty Ltd (ABN 51 692 527 790)
Registered Office: Collingwood, Victoria, Australia
Contact: info@ch-ex.com.au
1. Overview
At Ch-Ex Co. Pty Ltd (“Ch-Ex”, “we”, “us”, or “our”), we aim to ensure every guest enjoys a safe and memorable experience.
This Refund Policy outlines your rights and our responsibilities in relation to refunds and cancellations, in accordance with the Australian Consumer Law (ACL).
2. Change of Mind
Under Australian Consumer Law, businesses are not required to provide a refund if you simply change your mind, make an incorrect booking, or fail to attend.
However, as a gesture of goodwill, Ch-Ex may offer rescheduling or partial credits in certain cases — see below.
3. Customer-Initiated Cancellations
If you are unable to attend your booked tour or experience, you must notify us in writing by email to info@ch-ex.com.au.
Cancellations are subject to the following notice periods and conditions:
Notice PeriodRefund / Reschedule Eligibility
8 days or more before tour departureEligible for a full refund or free reschedule (no fee).
Less than 7 days before departure or “no-show” Non-refundable. Rescheduling may be offered at our discretion.
Refunds will be processed using the same payment method originally used.
4. Ch-Ex Cancellations or Major Changes
If Ch-Ex cancels a tour or makes a major change due to weather, operational issues, or safety concerns, you will be offered the choice of:

• A full refund;

• A rebooking to another date; or

• A travel credit valid for 12 months.

This complies with the Australian Consumer Law guarantees that services will be provided with due care and skill.
5. Processing Refunds
Once your refund request is approved, we will process the refund within 7–10 business days.
Refunds are issued to the original method of payment unless otherwise agreed.
If you have not received your refund after 10 business days, please:

1. Check your bank or credit card account;

2. Contact your payment provider (as delays may occur);

3. If the issue persists, contact us at info@ch-ex.com.au for assistance.

6. Exceptions
Refunds will not be provided where:

• You arrive late or miss your departure;

• You fail to meet tour requirements (e.g., age, health, visa);

• Weather conditions cause minor itinerary adjustments (common in outdoor tours); or

• You breach our Terms and Conditions.

However, Ch-Ex will make reasonable efforts to accommodate rescheduling requests or apply credits wherever possible.
7. Consumer Rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a refund, replacement, or compensation if the service:

• Is not provided with due care and skill;

• Is unfit for its intended purpose; or

• Is not delivered within a reasonable time (where no date was agreed).

This policy does not limit or replace your rights under the law.
8. Contact Us
For all refund, reschedule, or complaint enquiries, please contact:
📧 Email: info@ch-ex.com.au
🏢 Company: Ch-Ex Co. Pty Ltd
📍 Registered Office: Collingwood, Victoria, Australia
Last Updated: 5 November 2025