Frequently Asked Questions

COVID-19 Changes

Latest Updates & Information

Our policy on current bookings

We’re determined to lend a helping hand.

Experience Oz understands the frustrations with losing bookings and money due to unforeseen circumstances. We are continuing to monitor tour operator policies that we receive in relation to COVID-19 and are proactively contacting tour operators who have yet to provide us with updates.

By letting the Experience Oz reservations team know about your circumstances and inability to attend your experiences, we’ll do our best to help reschedule or provide a refund. The majority of refunds will be debited back into your account within 3 - 5 business days, however, this will depend on your individual bank.

Please note that tickets for ‘products or services’ sold by Experience Oz (TicketMates Australia) are sold on behalf of Operator organisations, businesses or persons responsible for providing those products (the Operators). As a result, the use of tickets for purchased products or services are subject to the Operator’s terms and conditions.

Vouchers are valid for a period of 12 months from the date of issue, this excludes attractions that have been booked for a specific date or where a valid to date is specified in the ‘About Your Ticket’ section.


No refunds are available once a tour or service has commenced, or in respect of any package, accommodation, meals or any other services utilised.


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.


Theme Park, Attraction or Show or Coupon are non-refundable in all circumstances. Gift Certificates. These are non-refundable in all circumstances. Tour or Package commencing during a Special Event Period. These are non-refundable in all circumstances. This includes, but is not limited to, Trade Fairs, Public or National Holidays, School Holidays, New Year's, Christmas, Easter, Ramadan.

Early Cancellations

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.

Temporary attraction closures/disruptions

Due to capacity restrictions imposed by the Australian federal and/or state government, some attractions may be temporarily closed or apply a restriction to the number of visitors that can participate in certain activities. If you are affected by this, we will work with the supplier to provide you with a date change, credit or refund based on your personal circumstance.

Government health & travel updates

We encourage you to keep informed during this period, and check government and health websites for daily updates.

Please remember to:

  • Wash your hands frequently with soap and water or use an alcohol-based hand sanitiser.
  • Cover your nose and mouth with a tissue or flexed elbow when coughing or sneezing, dispose of tissues immediately after use and wash your hands or apply hand sanitiser.
  • Avoid close contact with anyone who has cold or flu-like symptoms.
  • Stay home if you are unwell.

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