Question 1

What happens after I book?

Accepted Answer

Once your payment is approved, you will receive a personalised Experience Oz (or partner branded) print-at-home voucher for each tour, attraction, activity or service booked. This voucher will also be emailed to you as a confirmation of your booking. Please contact us if you have any difficulties in opening your email attachment.

Question 2

Should I reconfirm my tour?

Accepted Answer

For all tour products that require a booking date, it is essential that you reconfirm 48 hours prior to booking date directly with the tour operator (product supplier). Their details will be on your voucher under Tour Operator (Supplier) Details.

Question 3

If I need additional tour information, where can I find it?

Accepted Answer

The tour operator's contact details are located in the middle of the tour voucher (or under Supplier Details). Please contact the tour operator directly, or feel free to contact one of our representatives at info@experienceoz.com.au if you still require assistance.

Question 4

I want to change the number of travellers before booking completion - how can I do it?

Accepted Answer

Edit the product you wish to book on the travel cart under, Review Order, click Change Details and change the number of travellers to get an updated price and availability.

Question 5

Can I change the number of travellers after I’ve made the booking?

Accepted Answer

Yes. If you need to add more, simply buy another ticket. If you need less, please contact our Reservations Team and we will assist you, subject to our refund and cancellation policy. If your booking involves seating requests, please contact the operator directly to pass on your request and they will see if it is possible.

Question 6

Can I make a change to the date I booked if I need to?

Accepted Answer

Yes. If you need to change the date, please email our friendly Reservations Team, and they can assist with this.

Question 7

Can Experience Oz make amendments to booking instantly, or must they be approved by the operator first?

Accepted Answer

Typically, we will need to check with the operator first as they can let us know about availability and options. If you need to amend anything, please email us on info@experienceoz.com.au and provide us with your name, voucher number, what needs amending and your best contact details.

Question 8

How can I pay for my booking?

Accepted Answer

You can make a payment online or over the phone. We accept Visa and Mastercard, Afterpay and Zippay. You can pay using Afterpay and Zippay online only.

Question 9

Are my details secure?

Accepted Answer

Yes. Your details are secure and shopping with Experience Oz and our partners is secure! We use a high-level SSL certificate with Thawte encryption that hides your credit card number and PKN so that it cannot be read as the information travels over the Internet.

Question 10

What is "Big Red Group" on my bank statement?

Accepted Answer

Experience Oz is a part of the Big Red Group family. The name "Big Red Group" may show on your bank statement for any Experience Oz transactions.

Question 11

I have a coupon code for a discount, how do I use it?

Accepted Answer

Go you! That’s great. All you need to do is enter the coupon code online at checkout in the coupon code section.

Question 12

My payment has been voided, what do I do now?

Accepted Answer

When a customers transaction fails, this means we had an issue confirming the booking with the tour supplier. Please note that your credit card has NOT been charged and the ‘Pending Transaction’ amount will disappear from your bank statement within 48hrs of the failed purchase.

Question 13

If my payment has been voided, is my voucher still generated?

Accepted Answer

Unfortunately if your payment has been voided, it means we had an issue confirming the booking with the tour supplier. As a result, no voucher or booking confirmation is generated and we suggest not trying the request again as it may result in multiple transactions. Please note that your credit card has NOT been charged and the ‘Pending Transaction’ amount will disappear from your bank statement within 48hrs of the failed purchase.

Question 14

Can you help us get our bank to fast track the payment?

Accepted Answer

We can do our best. We can send a ‘Fund Release’ template to your bank to request the release to be expedited.

Question 15

I still want to book, how can I make that happen?

Accepted Answer

It’s best you give our helpful Reservation Team a call directly on 1300 935 532 , and they can ensure your booking is made without any additional voided payments.

Question 16

Is it possible to cancel my booking?

Accepted Answer

If you need to cancel based on a cancelled flight, extreme weather, illness or bereavement, you may be covered by our Cancellation Guarantee. In all other circumstances, cancelling a booking with Experience Oz can result in cancellation fees being applied by Experience Oz, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Experience Oz Voucher for specific details). When cancelling any booking you will be notified via email, facsimile or telephone of the total cancellation fees.

Question 17

Do you have an early cancellation policy?

Accepted Answer

If you cancel at least 7 calendar days in advance of the scheduled departure or commencement time, there is no cancellation fee. If you cancel between 3 and 6 calendar days in advance of the scheduled departure or commencement time, you will be charged a 50% cancellation fee. If you cancel within 2 calendar days of the scheduled departure or commencement time, you will be charged a 100% cancellation fee. These cancellation terms are subject to change and can be dependent on the individual tour operator/supplier.

Question 18

Can I get a refund?

Accepted Answer

No refunds are available once a tour or service has commenced, or in respect of any package, accommodation, meals or any other services utilised. Additionally, we do not offer refunds for theme park tickets, attractions, shows or coupons in all circumstances. Gift Vouchers are also non-refundable in all circumstances. You can find out more about refunds here. Account credits are provided where refunds are not possible.

Question 19

How do I request a refund?

Accepted Answer

If you wish to request a refund for your purchase, please visit our Request a Refund page.

Question 20

How long are Gift Vouchers valid for and are they refundable?

Accepted Answer

All Gift Vouchers are valid for 5 years from the date of purchase. Gift Vouchers are strictly non-refundable.

Question 21

The Gift Voucher I received is for an experience that doesn’t tickle my fancy, can I change it to something else?

Accepted Answer

It’s bound to happen. The best thing about our Gift Vouchers is that they are super flexible, so yes, you can change your experience. If the value of the voucher is greater than the new experience, we will hold a credit on file. If the value of the new experience is less than, then you’ll just need to pay the difference.

Question 22

How do I buy a Gift Voucher?

Accepted Answer

If you’re looking for the perfect gift for someone special, we believe experiences are better than things. Here’s how to buy a gift voucher.

Question 23

How do I redeem my Gift Voucher?

Accepted Answer

Lucky you! Someone special has spoiled you with an extraordinary gift voucher. You can redeem your gift voucher here.

Question 24

What if the experience I originally redeemed the Gift Voucher becomes unavailable?

Accepted Answer

If the experience you originally redeemed for is no longer available etc we will hold the credit/ value of the voucher for the original 5 year validity.

Question 25

I’ve created an account, how do I access my account?

Accepted Answer

You can access your account by logging in online. You can find an ‘Account’ tab at the top right corner of our site, and will just need to log in with the email and password you have created. Once you are logged into your account, you will be able to see your upcoming bookings, purchase history, account information, change your password and check out the Perks program.

Falls to Paradise

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May 2025

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