Terms & Conditions

Madame Voyage is committed to providing exceptional retreats, tours and experiences. Below are our Terms and Conditions, which outline the responsibilities and expectations for both Madame Voyage and our participants.

These Terms and Conditions apply to any person or entity (‘you/your’) accessing our services or website​ (‘our/the website’).

These Terms and Conditions are governed by the laws of Victoria, Australia.

General

These Terms and Conditions, and any dispute relating to these Terms and Conditions or the website, are governed by and must be interpreted in accordance with the laws of Victoria, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Victoria, Australia in relation to any dispute connected with these Terms and Conditions or the website.

For us to waive a right under these Terms and Conditions, the waiver must be in writing.

If any part or provision of these Terms and Conditions is or becomes illegal, unenforceable, or invalid, that part or provision is deemed to be modified to the extent required to remedy the illegality, unenforceability or invalidity. If a modification is not possible, the part or provision must be treated for all purposes as severed from these Terms and Conditions. The remainder of these Terms and Conditions will be binding on you.

Duty of Care & Participant Code of Conduct

1. All participants must agree to our Terms and Conditions and Waiver and Consent terms, provide relevant personal information including arrival details, dietary requirements, allergies, breakfast preferences, and any other information necessary to ensure the smooth running of the experience, upon booking and paying their deposit. Madame Voyage may collect subsequent follow up information at any time prior to the commencement of the retreat.
2. All participants must take out comprehensive travel insurance to cover cancellations, illness, injury, visa issues, loss/theft or damage to personal property or any unforeseen circumstances. Participants failing to comply with this Insurance requirement may result in their removal from the retreats, tours or experiences without warning or refund.
3. All participants must provide valid forms of identification and complete all documentation and paperwork that is requested by Madame Voyage at the time of booking
4. Our experiences may include alcohol; therefore, we have a legal duty of care to ensure the safety and enjoyment of all participants, venue partners, drivers, and tour operators. 
5. Participants who book retreats, tours or experiences that involve alcohol must be 18 years or older, drink responsibly, and show respect towards all staff and fellow participants.
6. Participants who book retreats, tours or experiences that do not involve alcohol can be younger than 18 years, but must be at least 15 years of age at the time of participating and their parents/legal guardian must consent to their attendance (and sign the Waiver and Consent on their behalf). 
7. Regretfully, we cannot allow guests who are younger than 15 years old at the time of attending to participate in our retreats, tours or experiences.
8. We reserve the right to make reasonable changes and adjustments to any advertised schedules and confirmed itineraries as necessary, including but not limited to changes due to weather conditions, safety concerns, or availability of activities and venues. Participants will be informed of significant changes as soon as possible.
9. We reserve the right to terminate the tour, retreat or experience if any participant's actions are deemed threatening or dangerous to us, our staff, suppliers or others. Unruly participants may be removed, and relevant authorities notified.
10. 10.Guests agree that failure to comply with this Duty of Care & Participant Code of Conduct may result in their removal from the retreats, tours or experiences without warning or refund.

Bookings & Payment

We offer all services listed on our website. All services are subject to availability. We will inform you as soon as possible if the service you have ordered is not available.

We reserve the right to amend the range and prices of services at any time. Prices are subject to change without prior notification and may differ from the time of booking.

Payment Terms

All bookings are made directly through our website. 

Payments are made in three stages. 

• An initial deposit of EUR 1,000 required to secure your place; 
• 50% of the remaining balance is due 6 months prior to the start of the retreat (first instalment); and 
• The final 50% of the remaining balance is due 3 months prior to the start of the retreat, tour or experience (second instalment). 

If your tour, retreat or experience starts less 6 months from your booking date, the initial deposit and first instalment is required to be paid upfront. 

If your tour, retreat or experience starts less 3 months from your booking date, the full amount is required to be paid upfront. 

Friendly payment reminders will be sent ahead of each due date. 

Payment Methods

All payments are to be made in EUR currency. 

We accept payment via the following payment methods:

1. PayID;
2. Bank transfer; or
3. Most credit and debit cards, such as Mastercard, Visa or AMEX.

Note, we do not accept PayPal payments.

If you are unsure whether a payment method is available, please contact us to confirm. 

Cancellation & Refund Policy

Our services come with guarantees that cannot be excluded under the Australian consumer law. Nothing in these terms purports to modify or exclude the conditions, warranties, undertakings and legal rights under the Australian Competition and Consumer Act 2010 and other local laws (“Australian Consumer Law). Any and all other warranties or conditions are expressly excluded, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.

Subject to applicable Australian Consumer Law, we do not offer refunds or credit for our services outside of the provisions of this Cancellation & Refund Policy.

Booking Confirmations

All of our tours, experiences and retreats are subject to confirmation once a minimum number of participants are reached. 

If the minimum number is not reached (6 months prior to the start date), Madame Voyage reserves the right to cancel the tour, experience or retreat and provide a full refund to participants.

Bookings are not effective until confirmed by us. We recommend that you do not incur costs solely for the purposes of attending our retreats (e.g. flights and accommodation) until you receive a confirmation email from us. Of course, you are welcome to disregard this clause if the tour, retreat or experience is ancillary to your holiday, and you intend to travel to France regardless of the tour, retreat or experience taking place or not.

Cancellations for breach of Terms and Conditions

Without prejudice to any other right or remedy available to us, if we consider that you have breached these Terms and Conditions or we otherwise consider it reasonably appropriate for our safety and/or the safety of others, we may immediately and without notice, suspend or terminate your access to our services, the website - or any part of it without refund.

Cancellations due to emergencies or reasons outside of our control

Guests agree that termination or variation of retreats, tours or experiences are sometimes outside of Madame Voyage’s control. 

Should Madame Voyage decide to cancel the tour, retreat or experience, Madame Voyage reserves the right to provide a full refund to participants of any monies paid.

Whilst we endeavour to provide as much advance notice as possible, we are not liable for any costs or associated costs incurred by our guests which are ancillary to the retreat (e.g. flights or accommodation costs) as a result of retreat, tour or experience cancellations.

Madame Voyage is not liable for any failure to perform its obligations where such failure is a result of act of god, war, civil unrest, labor disputes, or other events beyond our control.

We will use our best endeavours to assist our guests with any documentation and response to queries required in the event of an insurance claim commenced by our guests. 

Cancellations due to change of mind

Due to the nature of our tours, retreats and experiences, which require advance payments to accommodation providers, hosts, venues, guides, and other suppliers, we are only able to offer refunds for change of mind or other reasons other than emergencies or events outside of our control in accordance with the table below.

Reasonable variations of retreats, tours or experiences

No refund or credit can be provided for bookings that are moderately varied due to unforeseen circumstances (e.g. change of venue. or change of host to someone of similar calibre), unless the retreat, tour or experience is significantly different to what was represented or described to you at the time of booking (e.g. a baking experience turns out to be a pottery experience).

Whilst we understand that variations to the experience may be disappointing for our guests, such variations are outside of the control of Madame Voyage, and we will always endeavour to offer reasonable substitute hosts or locations in this instance which do not detract from the experience. 

Should you choose to cancel your attendance due to reasonable variations of retreats, tours or experiences prior to their commencement, your cancellation will be deemed as a cancelled due to change of mind, and refunds will be proceed in accordance with the table above. 

Transfer of Bookings

Bookings are transferable, and guests may transfer their place to another person for the same tour or retreat, provided we are notified in writing and the replacement guest completes all required documentation and payments. 

Insurance

Madame Voyage is not responsible for any loss/theft or damage to personal belongings, or illness and injury you sustain during the tour, experience or retreat, unless it is caused by our gross negligence or wilful misconduct or omission. 

Participants must take out comprehensive travel insurance to cover cancellations, illness, injury, visa issues, loss/theft or damage to personal property or any unforeseen circumstances.

We will use our best endeavours to assist our guests with any documentation and response to queries required in the event of an insurance claim commenced by our guests. 

Guests failing to comply with this Insurance requirement may result in their removal from the retreats, tours or experiences without warning or refund.

Additional Activities

Any activities or excursions not included in the original tour or retreat package but booked or arranged through Madame Voyage are subject to the same Terms and Conditions. Participants who choose to engage in additional activities do so at their own risk.

Participants should enquire with their travel insurers in relation to any additional insurance that may need to be taken out for participation in physically strenuous activities or activities in harsh environments (e.g. skiing, deep sea fishing, etc)

Medical Emergencies

In the event of a medical emergency, Madame Voyage will assist in obtaining medical care, but participants are responsible for any costs incurred. It is recommended that participants have adequate health and travel insurance to cover any medical related expenses.

By booking with Madame Voyage, you acknowledge that you have read, understood, and agree to these Terms and Conditions and signed a Waiver and Consent form with us.

Use of Transportation

Participants acknowledge that the use of any transportation provided by Madame Voyage is at their own risk. We are not liable for any accidents, injuries, death, or delays caused by the transportation provider.

Late Payment & Automatic Cancellation

If a payment remains more than 20 days overdue, the booking will be automatically cancelled. In this case, your place in the tour, retreat or experience will be released/forfeited, and any payments already made will be forfeited or refunded in accordance with the Cancellation and Refund Policy. 

Unfortunately, exceptions to late payments cannot be made, as late payments affect our ability to confirm suppliers and deliver the experience as planned.

Photo & Video Release

By participating in the retreat, tour or experience, you grant Madame Voyage permission to use photographs or videos taken during the retreat, tour or experience for promotional purposes. 

If you do not wish to be photographed or filmed, please inform us in writing prior to attending.

Dietary Requirements & Allergies

While we strive to accommodate dietary needs, we cannot guarantee all meals and activities will be free from allergens. 

Participants should inform us of their dietary requirements at the time of booking. 

Guests with severe allergies should take necessary precautions and bring appropriate medication.

Collection and use of Personal Information

When you use our website or services (e.g. fill in our enquiry form or make a booking) you will provide us with personal information such as your name and email address. We will handle all personal information we collect in accordance with our privacy policy - available at https://www.madamevoyage.com.au/legal, and the applicable law. By providing your personal information to us, you consent to the collection, use, storage, and disclosure of that information as described in the privacy policy and these terms. 

We may otherwise collect personal information about you in order to provide our services and for other purposes as detailed in our privacy policy and as required or permitted under applicable law. This may include disclosing your information to third parties that help us deliver our services, such as information technology suppliers, communication suppliers, legal representatives, finance providers and our business partners.

We will handle all personal information we collect in accordance with our privacy policy and the applicable law. Our privacy policy explains how: 

1. we store and use, and how you may access and correct your personal information; 
2. you can lodge a complaint regarding the handling of your personal information; and 
3. we will handle any complaint. 

If you would like any further information about our privacy policies or practices, please contact us.

Health and Fitness

Participants are responsible for ensuring they are in good health and physically able to participate. Any health conditions should be disclosed prior to booking. 

We reserve the right to decline a booking if a participant's health may affect their ability to safely complete the tour, experience or retreat, including but not limited to causing harm to other participants.

Complaints and Dispute Resolution

If you have a complaint during the tour or retreat, inform the tour operator or a Madame Voyage representative immediately so that we can attempt to resolve the matter in good faith. 

All disputes should be attempted to be resolved via private negotiation in good faith. 

If the dispute is not resolved within 20 business days from its occurrence, the parties agree to submit the dispute to mediation via the Victorian Small Business Commission https://www.vsbc.vic.gov.au/.

Should the dispute not resolve at mediation, the parties agree to submit their dispute exclusively to a competent court in Victoria, Australia and be subject to the laws and jurisdiction of Victoria, Australia. 

Intellectual Property

Our website and its content including our products and services, may represent or contain intellectual property owned by us, including trademarks, copyrights and proprietary information.

You may not modify, publish, transmit, participate in the transfer or sale of, create derivative works from, distribute, display, reproduce or perform, or in any way exploit in any format any of our intellectual property, in whole or in part, without our prior written consent.

Disclaimers

To the extent permitted by law, we have no liability or responsibility to you or any other person for any loss. You acknowledge that you access and use our services and website at your own risk.

We make no representation or warranty that the services or website are appropriate or available for use in all countries or that the content satisfies the laws of all countries. You are responsible for ensuring that your access to and use of the website is not illegal or prohibited, and for your own compliance with applicable local laws.

By continuing to use our website and services, you acknowledge that we cannot guarantee any particular results, as such outcomes are based on subjective factors that are not within our control. Therefore, following any information or recommendations provided by our website and services is at your own risk.

We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this website or a linked website. You must take your own precautions to ensure that whatever you select from our website is free of viruses or anything else that may interfere with or damage the operations of your computer systems.

Our website may contain links to websites operated by third parties. Such links are provided for convenience and may not remain current or be maintained. Unless expressly stated otherwise, we do not endorse and are not responsible for the content on third party linked websites and have no control over, or rights in, third party linked websites. 

Acceptable Use Policy

You must not use our website in any way that we deem to be inappropriate or unlawful, including but not limited to:

• any breach of privacy or any infringement on the legal rights of any other person;
• defamation;
• uploading any virus, malware or other malicious software;
• posting, commenting or otherwise transmitting any unauthorised material including, but not limited to, any material that is or is likely to be defamatory, racist, obscene, threatening, pornographic or otherwise deemed by us to be unacceptable.