EN
Thank you for using the Travel Booking service provided by Hopper within, and/or accessible from, Commonwealth Bank of Australia’s website and/or mobile properties (“CBA Travel”). The terms "Commonwealth Bank of Australia" or “CBA” as used in these Travel Booking Terms and Conditions (“Terms and Conditions”) means Commonwealth Bank of Australia, ABN 123 123 124l, with offices at Level 1, 11 Harbour Street, Sydney, NSW, 2000. The terms “Hopper” or “we” or “us” means Hopper Inc., with offices at 5795 Ave. de Gaspé, Montréal, Québec, H2S 2X3, Canada.
Hopper provides, pursuant to an agreement with CBA, the materials contained on the CBA Travel website and mobile properties within and/or accessible from the CBA websites and mobile properties, which hereinafter will be referred to as the “Sites,” as a service to CBA customers. Hopper requires that all visitors to the Sites adhere to the following Terms and Conditions. By accessing the Sites and any of its pages, you indicate your acknowledgement and acceptance of the Terms and Conditions set forth below without limitation or qualification.
From time to time, we may change these terms. We recommend that you review them on a regular basis.
You should also read Hopper’s separate Privacy Notice, which explains how Hopper handles and uses the data that Hopper collects when you use the Apps and Services, and which is incorporated by reference in these Terms and Conditions. By agreeing to these Terms and Conditions, you also consent to the collection and use of data as set forth in Hopper’s Privacy Notice.
Some of the services made available by Hopper through CBA Travel and the Sites are offered by Hopper (USA), Inc. and/or other Hopper affiliated companies. Your use of the services offered by Hopper and other third-parties that may be linked to from the Sites will be governed by their respective Terms and Conditions and Privacy Policies.
1.1. The CBA Travel Sites are made available by Hopper to eligible CBA credit card and/or debit card holders, as determined by CBA. By using the Sites, you represent and warrant that any profile information you submit is true and accurate, that you are 18 years of age or older and fully able and competent to enter into and abide by these Terms and Conditions.
1.2. Except as otherwise expressly provided in these Terms and Conditions, the services available through CBA Travel are for personal, non-commercial use only. You may only use CBA Travel to make legitimate reservations or purchases for you or other persons for whom you are authorized to act. You represent and warrant that you are not using CBA Travel on behalf of any other third person or entity, or for any commercial purpose. You shall not use CBA Travel to make any speculative, false, fictitious, unauthorized or fraudulent reservations.
1.3. You may not use the CBA Travel Sites if you are identified on any government list of prohibited, sanctioned, or restricted parties, or if you are located in a country that is subject to a government embargo.
1.4. While you may make copies of information related to your booked travel reservations, you may not attempt to access, copy, decompile, disassemble, or reverse-engineer, distribute, sublicense, publish, interrupt, destroy, or interfere with the source code, libraries, databases, algorithms, data, or CBA or Hopper systems or networks that make up the CBA Travel Sites, or attempt to circumvent any security controls included in the CBA Travel Sites. You may not attempt to access the CBA Travel Sites using any automated tools, including without limitation the use of bots, spiders, crawlers, scrapers or other similar tools, or other technology not authorized by CBA and/or Hopper. You may not deep-link to any portion of CBA Travel Sites (including, without limitation, the purchase path for any travel services) or frame, mirror or otherwise incorporate any part of the CBA Travel Sites into any other app or site without Hopper’s prior express written authorization. You may not use the CBA Travel Sites for any purpose that is fraudulent or deceptive. If your right to access the CBA Travel Sites has been previously revoked by CBA and/or Hopper, or is otherwise not authorized by CBA, all use of the CBA Travel Sites is prohibited.
1.5. We reserve the right to refuse access to the CBA Travel Sites or to limit or take away your access at any time and may take all available legal recourse for actual or suspected violations of these Terms and Conditions, including cancellation of bookings and closure of your CBA card account. Any delay by CBA in taking such actions does not constitute a waiver of CBA’s rights to enforce these Terms and Conditions. By making CBA Travel and the Sites available for your use, CBA does not consent to act as your agent or fiduciary. Use of the Services is void where prohibited.
1.6. As a condition of your use of this Site, you warrant that you will not use this Sites for any purpose that is unlawful or prohibited by these Terms and Conditions.
2.1. The purchase of third-party travel products and services through the Sites will be governed by and subject to additional terms and conditions from the providers of those services (e.g. airlines, hotels, car rental providers) (“Suppliers”), and subject to laws and regulations imposed by government entities. By making a booking with a third-party travel service Supplier, you agree to abide by all such terms, laws, and regulations. Where possible, Hopper will make these terms available to you on the Sites, and/or as links accessible from the Sites. However, additional applicable terms may be provided on the third-party Supplier’s website, for example, an airline’s cancellation or refund policy. Please read these additional provider terms and conditions carefully prior to purchase, and ensure that you understand the full terms applicable to your airfare, hotel, trip insurance, car rental, or other third-party service. The purchase of certain third-party travel products and services will be subject to these terms and conditions. If you make bookings on behalf of another person(s) with their authorization, you agree that you will inform such other person(s) about these Terms and any third-party terms, rules and restrictions that apply to the bookings made on their behalf. You understand and agree that any violation of third-party Supplier terms of service may result in a cancellation of your bookings, denial of service, and forfeit of any amounts paid, subject to applicable law. Except to the extent required by the Australian Consumer Law, neither Hopper nor CBA is not responsible for any damages resulting from your violation of third-party Supplier terms.
2.2. Some of the websites referenced as links herein are not under the control of Hopper, but rather are exclusively controlled by third parties. You should review the terms applicable to any third-party site that you choose to access. Accordingly, Hopper makes no representations whatsoever concerning such websites. Although Hopper may provide a link to a third party, such a link is not an authorization, endorsement, sponsorship or affiliation by Hopper with respect to such website, its owners or its providers. Hopper is providing these links only as a convenience to you. Hopper has not tested any information, products or software found on such websites and therefore cannot make any representations whatsoever with respect thereto. It is up to you to take precautions to ensure that whatever you select is free of such items as viruses, worms, trojan horses and other items of a destructive nature. IN NO EVENT WILL HOPPER, OR ITS AFFILIATED COMPANIES, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR OTHER CONSEQUENTIAL DAMAGES FOR ANY USE OF ANY HYPERLINKED WEBSITE, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR OTHER DATA ON YOUR INFORMATION HANDLING SYSTEM OR OTHERWISE, EVEN IF WE ARE EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
3.1. In order to make purchases from Hopper and/or from third-party travel service Supplier (e.g., airlines, hotels, rental car providers, property managers, etc.) using the CBA Travel Services and the Sites, you may use an authorized CBA-issued payment instrument or account. To complete a purchase, you may need to provide additional information, which will be stored together with information about your CBA payment account. You agree: (i) to provide and maintain accurate, current and complete information for your CBA Travel account, (ii) to maintain the security of your account by not sharing, disclosing, or making available access credentials to any unauthorized person, and (iii) to notify Hopper promptly if you discover or otherwise suspect any security breaches relating to your use of CBA Travel or the Sites. You agree to be responsible for all activities and purchases that occur on the Sites using your CBA Travel account, and you accept all risks of unauthorized access to your CBA Travel account resulting from any act or omission by you in violation of these terms.
3.2. You may change the payment instrument associated with your CBA Travel account or add additional authorized payment instruments at any time. By linking an authorized payment instrument to your CBA Travel account, you represent to Hopper that you are an authorized user of the payment instrument. You are responsible for ensuring that the payment instrument(s) associated with your CBA Travel account is at all times current, non-expired, and valid for payments.
3.3. You authorize Hopper, and/or applicable third-party travel service Supplier, to charge your linked or entered payment instrument(s) for the total amount of all purchases or other payment transactions initiated in the CBA TRavel Sites Apps using your CBA payment instrument or account, as necessary to complete the purchase, payment or other financial transaction requested or agreed to by you, including without limitation all fees and taxes. In some cases, Hopper may pass your payment instrument(s) to a third party travel service Supplier (such as an airline, rental car service, property manager or hotel) in order to process your authorized payment. By making a booking, you authorize such transfer of your payment instrument. In the event you are entitled to a reversal, refund, chargeback, or other adjustment associated with a transaction you made using your payment instrument, you also authorize a credit to your payment instrument(s) by Hopper as necessary to execute that transaction.
3.4. In the event that a charge to any payment instrument fails, you agree to link a new, valid payment instrument within three (3) business days of notification by Hopper. Your CBA Travel account will be disabled, and all purchased products and third party travel services may be cancelled, until a valid payment instrument is provided and the outstanding uncharged balance is resolved. You further authorize Hopper to attempt to re-submit any failed charge to any payment instrument(s) associated with your account at subsequent times until successful. Hopper is not responsible for any charges imposed by the issuer of your payment instrument as a result of any failed charge or re-charge by Hopper. To the extent that Hopper is unable to successfully charge any payment instrument linked to your Hopper account as payment for authorized transactions for more than thirty (30) days, you understand and agree that Hopper may employ a collection agency or other business in an effort to collect any outstanding debts and fees associated with your Hopper account, and you will not contest the use of a third party to collect the debt and fees owed to Hopper. You agree that you will be responsible for any legal, court, arbitration or collection agency fees associated with rectifying your Hopper account and all monies owed thereunder. You agree that Hopper, or any agency or business employed by Hopper, has the right to contact you and your heirs via telephone, email or (if not prohibited by law) in-person using the information you provided upon registration or during any contact with Hopper, or any other publicly available or attainable information, in an effort to collect any monies and fees owed to Hopper, whether specifically referenced in these Terms and Conditions or not, and such contact may be made in a manual or automated fashion..
3.5. Unauthorized Transactions; Lost Devices. If any transaction receipt received by you appears incorrect, or was unauthorized or fraudulent, you shall notify Hopper immediately, by contacting CBA Travel Support. In the event that you lose any mobile device on which an App linked to your CBA Travel account is installed, you shall notify Hopper immediately by contacting Hopper at privacy@hopper.com. You should always secure any device on which a CBA Travel App is installed.
3.6. Hopper or the third-party travel service Supplier may cancel a booking in the event of non-payment, payment dispute, rewards dispute, fraud, or suspected fraud, and penalties imposed by Suppliers, up to the full amount of each ticket/reservation, may be applied. You may also have rights under the Competition and Consumer Act of 2010, Schedule 2 or other Australian consumer protection laws (herein referred to as the, “Australian Consumer Law”) in these circumstances.
3.7. Some prices and/or fees provided in the Sites for purchases may be displayed to you in a default, or your preferred or selected, currency, although the charge made to your payment instrument by a third-party service Supplier will be in a local currency. In these cases, the amount charged to your payment instrument for the purchase may vary slightly from the amount displayed, due to fluctuations in currency exchange rates beyond Hopper’s control. Your payment instrument provider or issuer may also include a fee to process the transaction or convert currency, plus any applicable taxes for international purchases.
4.1. Hopper’s price prediction services and notifications provide a powerful tool to assist you in finding the best time to book travel and save money. Hopper works hard to ensure the accuracy of its predictions based on past data and current trends. However, forecasting price movements in a highly competitive, unpredictable global market has inherent limitations, and no prediction tool can be 100% accurate. Accordingly, while Hopper believes strongly in the accuracy of its predictions, Hopper does not guarantee their accuracy, and shall not be liable for any reliance upon them, except as expressly set forth in the terms of any Hopper product purchased by you, such as a Hopper Price Freeze or Auto Price Drop option.
4.2. When you search for flights, hotels or homes, or car bookings, Hopper provides you a number of options for displaying, filtering, and sorting the results.
4.2.1. Hopper’s default flight search results provide you first with an identification of the flights identified by Hopper’s algorithms as “Recommended,” including for example as “Best overall,” “Best quality,” “Best price” or “Fastest.” Hopper uses a number of factors to identify a “Recommended” flight, and Hopper’s recommendation algorithms are not impacted by any fees paid to Hopper.
4.2.2. Hopper offers different options to display your search hotel results. You can use the “sort by” setting to order your search results based on price, user rating and percentage of savings, or other specific criteria as may be available to you from time to time. If no specific sort order option is selected, Hopper’s default hotel search results provide you with a listing of the properties identified by Hopper as “Recommended” for you based on a number of factors including price, location, amenities, the popularity of the property, the quality of the content provided by the property and the competitiveness of the property’s rates and availability. In addition, when determining the relative order of properties with similar offers in your search results listings, Hopper’s recommendation algorithms may be impacted by the compensation received by Hopper in connection with the reservation, and/or in connection with any hotel marketing programs and/or marketing relationships with certain properties. As we continue to improve our services to provide you with the best service, we may change our search results criteria and may test different default sort order algorithms from time to time.
4.2.3. Hopper’s default vacation rentals search results provide you with an identification of the hotels or rentals identified by Hopper as “Recommended” for you based on a number of factors including price, location, and amenities. Hopper’s recommendation algorithms are not impacted by any fees paid to Hopper.
4.2.4. Hopper’s default cars search result sort order is based solely on price.
5.1. Service Guarantee. Hopper’s CBA Travel booking services come with guarantees under the Australian Consumer Law that include: (1) they will be provided with due care and skill; (2) they will be reasonably fit for the specified purpose; (3) they can reasonably be expected to achieve the desired result; and (4) they will be provided within a reasonable time. If we fail to meet any of these guarantees, you may have rights under the Australian Consumer Law.
5.2. Cancellations and changes. Reservations are generally subject to the rules of each Supplier on your itinerary. Subject to your rights under the Australian Consumer Law, some reservations cannot be cancelled for a refund, and itinerary changes are subject to CBA Travel and/or Supplier imposed cancellation or change fees plus applicable fare differential. Refunds, if permitted, may take up to 90 days to process and are subject to the policies of the individual Supplier. All refund requests must be submitted within 30 days after the scheduled departure date and any negotiable documents (i.e. airline tickets, redeemable certificates or vouchers, etc.) issued must be returned to Hopper prior to processing any refund. Refunds will be returned via original payment method, with split-pay transactions using both credit card and rewards being refunded proportionally. Please note: The cancellation policy for reservations made through CBA Travel may differ from the cancellation policy for reservations made directly with the Supplier. You may also have rights under the Australian Consumer Law in these circumstances.
5.3. Compliance with Laws. All bookings made on the CBA Travel Sites shall comply with all applicable governmental laws, rules and regulations including, without limitation, government- sanctions. Such sanctions may prevent Hopper from offering travel to specific destinations or individuals. To assist Hooper with its compliance with laws, rules and regulations, Hopper may ask you for additional information. Any booking made, or in good faith believed to be made, in violation of applicable law, will be cancelled by Hopper, in its sole discretion, with no liability to you other than to issue a refund, if permitted by law or your rights under the Australian Consumer Law.
5.4. Required identification. Approved, government-issued photo identification is required for travel booked via CBA Travel, and must match the full name on the reservation. Some air carriers may also require you to show the credit card used as payment for your ticket(s). If you are booking international travel, you will need a passport, and you may need a visa. You must consult the relevant embass(ies) or consulate(s) for passport and visa information, and for any other requirements applicable to your travel, such as immunization or other health and safety requirements. As requirements may change, you should check for up-to-date information before booking and departure and allow sufficient time for all required applications. It is solely your responsibility to obtain proper travel identification and satisfy all requirements for each location on your itinerary, including layover and stopover destinations. Hopper and CBA are not responsible if you are refused entry onto a flight or into any country due to your failure to satisfy any entry requirements. Government imposed departure or entry taxes may not be included in ticket taxes. Passengers should be prepared to pay these taxes in cash, in local currency, on location. Some governments require airlines to provide personal information about all travellers on their aircraft. The data will be collected either at the airport when you check in or in some circumstances when you make your booking. Please contact the relevant airline you are travelling with if you have any questions about this. Hopper and CBA do not represent or warrant that travel to international destinations is advisable or without risk and is not liable for damages or losses that may result from travel to such destinations. Any fines, penalties, payments, or expenditures incurred as a result of such documents not meeting the requirements of relevant authorities will be your sole responsibility (except to the extent caused by fault on our part).
5.5. Minors. Minors under the age of 18 who are travelling with only one parent may be required to have additional documentation. Please contact your airline or the embassy/consulate of the country from which you are departing and the country to which you are travelling for additional information.
5.6. Accommodations. Hopper and CBA have no special knowledge regarding the suitability for persons with disabilities for any travel itinerary presented via CBA Travel.
5.7. Potential dangers. Hopper and CBA have no special knowledge regarding unsafe conditions, health hazards, weather hazards, or climate extremes at locations to which you may travel. By offering reservations for travel products in particular destinations, Hopper and CBA do not represent or warrant that travel to such areas is advisable or without risk, and is not liable for damages or losses that may result from travel to such destinations. For information concerning possible dangers at international destinations, Hopper recommends contacting the relevant travel authorities for more information.
5.8. Public health. Government, airline and travel service provider COVID-19 travel requirements are subject to change without notice. Before booking, regularly after booking, and immediately before you travel, ensure you check the latest Australian Federal Government’s travel requirements. Visit the Australian Department of Home Affairs website https://covid19.homeaffairs.gov.au/ for more information. As international travel resumes, Australia and all other countries may implement measures which continuously change, including additional health and safety protocols in response to COVID-19 and new variants which may impact your travel. We recommend that you contact the Department of Foreign Affairs and Trade (“DFAT”) or visit their website at www.smartraveller.gov.au for general travel advice, as well as specific advice (including safety alert levels) relating to the destination/s you wish to visit or transit through. You acknowledge that you are choosing to travel at a time where you may be exposed to COVID-19. It is your own responsibility to acquaint yourself with all relevant travel information, including applicable health risks related to COVID or any travel vaccinations or inoculations required or recommended for travel (COVID or otherwise related). You acknowledge that your decision to travel is made based on your own consideration of this information, and you acknowledge and agree that you are aware of, and assume responsibility for, the risks associated with travelling at this time. To the fullest extent permitted by law, we accept no liability in relation to these additional risks. Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the Supplier in their sole and absolute discretion, and will often depend on several factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. While we will include all medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated. It is your responsibility to follow up with the travel service provider directly either at the destination or prior to travelling where possible.
5.9. Tickets. The passenger's ticket(s), when issued, or the electronic reservation, shall constitute the sole contract between the Supplier and the purchaser and/or passenger. Hopper and CBA shall have no liability for any actions or omissions of the Supplier, except where required by applicable law.
5.10. Credits and vouchers. Hopper and CBA shall have no responsibility for any credit or voucher issued by any Supplier, and any questions or issues you may have with respect to such credit or voucher must be addressed directly with the Supplier. Hopper will only allow and facilitate usage of travel credits issued by airlines for bookings made through the Sites.
5.11. Special requests and upgrades. Special requests made to a Supplier are on a request-only basis and cannot be guaranteed. Fees, taxes and charges may apply, depending on the service request. Upgrades are not permitted on certain itineraries. Please check with the Supplier directly. Supplier policies are subject to change at any time without notice.
5.12. Loyalty programs Certain rate types do not permit credit for airline frequent flyer programs or car or hotel loyalty programs. The name connected to the frequent flyer program or loyalty program must match the traveller listed on the itinerary or the Supplier may invalidate the booking. You may see a difference between airline loyalty miles received and the amount paid.
5.13. Luggage. Hopper and CBA are not responsible for any lost, damaged, or delayed luggage.
5.14. Supplier Insolvency. Without limiting anything herein, for the avoidance of doubt, in the event of a Supplier being unable to provide you with the product and/or service you have booked due to that third party provider becoming insolvent or being placed under external administration, subject to your refund and remedy rights under the Australian Consumer Law, we have no obligation to reimburse you for the cost of your booking, or for any loss or damage you may otherwise suffer as a result of any such insolvency or external administration.
6.1. General ticket rules. Subject to your rights under Australian Consumer Law, Airline tickets are NON-REFUNDABLE and NON-CHANGEABLE unless permitted by airline fare rules and, if permitted, are subject to airline rules, airline penalties up to the full amount of each ticket plus, in the case of a changed ticket, fare difference charges, and may also be subject to Hopper and/or CBA Travel fees. If there is more than one carrier on your itinerary, airline rules, airline penalties and change fees may apply to EACH airline on your itinerary and each change made.
6.2. Unused or cancelled tickets. Subject to your rights under Australian Consumer Law, If the ticket is refundable, there may be cancellation fees to refund the ticket. Unused tickets may have no value if not cancelled prior to the scheduled departure date/time as specified by the airline's fare rules. Failure to use any reservations may result in automatic cancellation of all continuing and return reservations. You must advise your carrier if your travel plans change en route. Tickets cannot be reassigned or transferred to a different passenger or airline.
6.3. Additional services and fees. Airlines may impose additional costs and fees for baggage, meals, beverages and other services. These costs are your sole responsibility. For information regarding airline liability limitations, baggage liability and other regulations of the Montreal Convention, and other regulations, please consult your air carrier.
6.4. Flight availability. A small number of air carriers may require Hopper to confirm flight availability when booking. If there is any issue with availability, you will receive an email notification of the unavailability and will be refunded to your original payment method for any charges.
6.5. Airline travel credits. In some situations an airline may issue you a credit “in lieu of” a refund according to the fare rules associated with the individual booking. If a credit is issued by an airline, it is held by the airline in the name of the individual who was the passenger of record on the original reservation. This credit can be used towards the payment for the booking of a new trip, subject to the terms and conditions of the credit-issuing airline.
6.6. Flight schedules. Flight schedules are subject to change. Hopper may inform you of schedule changes in some scenarios, but is not responsible for any schedule change(s) or notifying you of such change(s). It is your responsibility to confirm the scheduled departure time(s) on the airlines' websites at least 48 hours prior to departure for domestic flights and at least 72 hours prior to departure for international flights to learn if your flight schedule changed.
6.7. Check-in time and requirements. Check with each airline regarding its specific boarding and check-in requirements. We recommend that you check-in before arriving at the airport, where such advance check-in is offered by our airline. Some airlines offer advance check-in beginning 24 hours before departure. CHECK-IN TIME: The time shown on the itinerary/receipt is the departure time of the aircraft. Flight departure time is not the same as the time you must check-in or the time you must be available for boarding. Your carrier may refuse your carriage if you are late. Check-in times, as advised by your carrier, are the latest times at which passengers can be accepted for travel; boarding times, as advised by your carrier, are the latest times at which passengers must present themselves for boarding. Flight cannot be held for late-arriving passengers, and CBA accepts no responsibility in such cases.
6.8. Aircraft. Turboprop aircraft may exist on your itinerary. Airlines reserve the right to change aircraft equipment without notice to the booking travel agency or the consumer.
6.9. Code-sharing. If a code-share flight exists in your itinerary (a flight where two or more airlines share the same flight), passengers must check in with the operating airline on the day of departure.
6.10. Tickets and boarding passes. All tickets will be issued at the time of booking as e-tickets. You will receive a boarding pass upon checking in with the airline digitally or at the airport.
6.11. Seat selection. Advance seat assignments, if available and allowed by airline, are not guaranteed and could be subject to additional fees. Please inquire with the airline.
6.12. Large group bookings. You may add up to 6 passengers onto a single booking. If you need to book for more than 6 passengers, you may do so for any remaining passengers via another booking. Each booking will have a maximum of 6 passengers. Please ensure that you do not duplicate passenger names across bookings with identical flights and dates. If multiple bookings are identical, including passenger names, they are considered duplicate bookings and will be subject to cancellation by the airline.
6.13. Unaccompanied minors policy. Unfortunately, due to airline contracts, Hopper and CBA Travel cannot support travellers less than 18 years old, unless they are travelling with an adult (age 18 or older) who is named on the same itinerary. If you want to book a flight for an unaccompanied minor, please book directly through the airline.
6.14. EU traveller rights. If you are travelling into or out of the European Union, or on an EU-based airline, You may have rights in the event that your flight is cancelled, delayed or you are denied boarding. Please consult Regulation (EC) 261/2004 for more information.
6.15. Hazardous materials. The carriage of hazardous materials aboard aircraft in your luggage or on you is generally forbidden.
6.16. Baggage allowance. Excess valuation may be declared on certain types of articles. Carriers may apply special rules for fragile, valuable, or perishable articles. Check with your carrier. Carriers may permit a free checked baggage allowance, which is set by the carrier and may differ by class, and/or route. Carriers may apply extra charges for checked baggage in excess of their permitted allowance. Check with your carrier. Cabin (Unchecked) Baggage: Carriers may permit a free cabin baggage allowance, which is set by the carrier and may differ by class, route, and/or aircraft type. It is recommended that cabin baggage be kept to a minimum. Check with your carrier. If more than one carrier is providing the transportation for your journey, each carrier may apply different rules on baggage (both checked and cabin).
6.17. ADVICE TO INTERNATIONAL PASSENGERS ON LIMITATIONS OF LIABILITY. PASSENGERS EMBARKING UPON A JOURNEY INVOLVING AN ULTIMATE DESTINATION OR A STOP IN A COUNTRY OTHER THAN THE COUNTRY OF DEPARTURE ARE ADVISED THAT THE PROVISIONS OF AN INTERNATIONAL TREATY (THE WARSAW CONVENTION, THE 1999 MONTREAL CONVENTION, OR OTHER TREATY), AS WELL AS A CARRIER’S OWN CONTRACT OF CARRIAGE OR TARIFF PROVISIONS, MAY BE APPLICABLE TO THEIR ENTIRE JOURNEY, INCLUDING ANY PORTION ENTIRELY WITHIN THE COUNTRIES OF DEPARTURE AND DESTINATION. THE APPLICABLE TREATY GOVERNS AND MAY LIMIT THE LIABILITY OF CARRIERS TO PASSENGERS FOR DEATH OR PERSONAL INJURY, DESTRUCTION OR LOSS OF, OR DAMAGE TO, BAGGAGE, AND FOR DELAY OF PASSENGERS AND BAGGAGE. ADDITIONAL PROTECTION CAN USUALLY BE OBTAINED BY PURCHASING INSURANCE FROM A PRIVATE COMPANY. SUCH INSURANCE IS NOT AFFECTED BY ANY LIMITATION OF THE CARRIER’S LIABILITY UNDER AN INTERNATIONAL TREATY. FOR FURTHER INFORMATION PLEASE CONSULT YOUR AIRLINE OR INSURANCE COMPANY REPRESENTATIVE. THIS LIABILITY CLAUSE IS SUBJECT TO YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW AND NOTHING IN THESE TERMS AND CONDITIONS IS INTENDED TO LIMIT ANY RIGHTS YOU MAY HAVE UNDER AUSTRALIAN CONSUMER LAW.
6.18. Notice of Contract Terms Incorporated by Reference. Your contract of carriage with the carrier that provides you with carriage by air, whether international, domestic or a domestic portion of an international journey is subject to this notice; to any notice or receipt of the carrier; and to the carrier’s individual terms and conditions (“Conditions”), related rules, regulations and policies (“Regulations”) and any applicable tariffs. If your carriage is by more than one carrier, different Conditions, Regulations and any applicable tariffs may apply for each carrier. The Conditions, Regulations and any applicable tariffs of each carrier are, by this notice, incorporated by reference into and made part of your contract of carriage. The Conditions may include, but are not restricted to: (a) Conditions and limits on the carrier’s liability for the bodily injury or death of passengers; (b) Conditions and limits on the carrier’s liability for the loss of, damage to or delay of goods and baggage, including fragile or perishable goods; (c) rules for declaring a higher value for baggage and for paying any supplementary fee that may apply; (d) application of the carrier’s Conditions and limits of liability to the acts of the carrier’s agents, servants and representatives, including any person providing either equipment or services to the carrier; (e) claims restrictions, including time limits by which passengers must file claims or bring actions against the carrier; (f) rules about reconfirmations or reservations; check in times; the use, duration and validity of air transportation services; and the carrier’s right to refuse carriage; (g) rights of the carrier and limits on the carrier’s liability for delay or failure to perform a service, including schedule changes, substitution of alternative carriers or aircraft and re-routing, and, when required by applicable law, the obligation of the carrier to notify passengers of the identity of the operating carrier or substituted aircraft; and (h) rights of the carrier to refuse carriage to passengers who fail to comply with applicable laws or who fail to present all necessary travel documents. You can obtain additional information on items (a) through (h) above and about your contract of carriage (including how to request a copy thereof) at places where transportation on the carrier is sold. Many carriers also have this information on their websites. When required by applicable law, you have the right to inspect the full text of your contract of carriage at the carrier’s airport and sales offices, and upon request, to receive a copy by mail or other delivery service from each carrier free of charge. If a carrier sells air transportation services or checks baggage specifying carriage on another carrier, it does so only as an agent for the other carrier. CARRIERS RESERVE THE RIGHT TO REFUSE CARRIAGE TO ANY PERSON WHO HAS ACQUIRED A TICKET IN VIOLATION OF APPLICABLE LAW OR THE CARRIER’S TARIFFS, RULES OR REGULATIONS. YOU CANNOT TRAVEL IF YOU DO NOT HAVE ALL REQUIRED TRAVEL DOCUMENTS, SUCH AS PASSPORT AND VISA. PASSENGER SHALL ARRIVE AT AIRPORT BY TIME EARLY ENOUGH TO COMPLETE DEPARTURE PROCEDURES. GOVERNMENTS MAY REQUIRE YOUR CARRIER TO PROVIDE INFORMATION ON OR PERMIT ACCESS TO PASSENGER DATA, INCLUDING INFORMATION WE MAY BE REQUIRED TO COLLECT FROM YOU DURING THE RESERVATION PROCESS.
7.1. General hotel booking rules. Subject to your rights under Australian Consumer Law, Hotel rooms are NON-REFUNDABLE and NON-CHANGEABLE unless permitted by the terms of the room/rate description. Check the terms carefully before making a hotel reservation for cancellation or change terms and fees. For rooms that are non-refundable, if you change or cancel your reservation at any time, you will still be charged the full reservation amount of room and tax for the entire stay. Early check-out from a hotel is not subject to a refund, unless allowed by the Supplier. If permitted, cancellations or modifications received at any time may be subject to a CBA Travel fee in addition to any Supplier fees. Please note that reservations do not include services not specified in the reservation confirmation.
7.2. Cancellations. Contact Hopper via the number listed on your itinerary for all cancellation or change requests. Cancellations or changes handled by the hotel directly may result in additional fees and/or the forfeiture of any refund due. When cancelling hotel reservations, retain your cancellation number so you will not be held responsible for cancellation charges if you cancel within the permitted cancellation window and the hotel makes an error.
7.3. Non-transferability. Hotel room reservations cannot be transferred or reassigned to another traveller and cannot be resold. If we determine that you have transferred or re-sold a reservation, those reservations are subject to cancellation and will incur applicable cancellation fees in accordance with the rate description.
7.4. No shows and lateness. Subject to your rights under Australian Consumer Law, no shows are non-refundable and will result in a forfeiture of all payments made and used by you in connection with the reservation, without credit due. If you think you may arrive at a hotel late, please contact the hotel directly to arrange for late arrival, if available. Actual times for "late" vary by hotel.
7.5. Check-in requirements. The hotel will require a major credit card, in the name of one of the guests, or a cash deposit upon check-in. Government-issued photo identification is required at check-in and must match the name on the reservation. Some properties have a minimum age requirement for check-in. In some cases, your name may not be provided by CBA Travel to the hotel until 24 hours prior to your arrival, due to hotel Supplier policies applicable to our preferred rates.
7.6. Incidental charges. Hotel reservations include room and applicable hotel taxes only. Any additional hotel charges, such as resort fees and hotel energy surcharges and cleaning fees, and any charges for incidentals that you incur are not included in your reservation rate and must be paid directly to the hotel. Incidental charges may include but are not limited to parking fees, baby sitting, room service, telephone fees, internet usage fees, in-room movies, mini-bar charges, and gratuities.
7.7. Special requests. Policies for children vary by hotel. Please contact the hotel directly to learn whether child benefits are offered and whether there are child restrictions. Additionally, please contact the hotel directly for any special requests, such as bed type, smoking preferences or in-room amenities. Special requests are subject to hotel availability.
7.8. Potential renovations and refurbishments. A reasonable attempt will be made to notify guests of hotel renovation or refurbishment if Hopper knows of the same; however, Hopper shall not be liable for any failure to provide such notification or for damages that may result from renovation or refurbishment.
7.9. Hotel ratings. Third-party hotel ratings displayed on the Sites are intended as only general guidelines, and Hopper does not guarantee or endorse any hotel, or the accuracy of any ratings.
7.10. Taxes. To the extent applicable, you acknowledge and agree that the supplier shall be treated by any tax authority in any pertinent jurisdiction as the supplier to the customer of e-collect bookings and the travel service component of an API partner package (where applicable) for VAT purposes as applied by Directive 2006/112/EC (where applicable) and any equivalent domestic legislation in any country.
8.1. General rental car booking rules. Car rental redemptions may not be available for all locations and destinations. Subject to your rights under Australian Consumer Law, Cancellations or modifications received at any time are subject to the Supplier’s cancellation policies and cancellation fees which could be up to the full amount of the reservation and may also be subject to a CBA fee.
8.2. No shows. Subject to your rights under Australian Consumer Law, no shows are non-refundable and will result in a total forfeiture of any payments made and used by you in connection with the reservation, without credit due.
8.3. Early returns. The early return of car rentals is not eligible for a refund, regardless of situation or notification to the car rental company.
8.4. Additional fees and surcharges. Any additional taxes, fees and surcharges are subject to change without notice, may vary by location, and may be charged to the customer at pick-up.
8.5. Rental rates and rental periods. Rental rates are based on 24-hour periods and may be subject to additional fees depending on time of return, including but not limited to hourly rental charges, which will be billed directly to you by the car rental company. Certain car rentals may have a minimum rental period. Any rentals less than the required minimum days may be charged the minimum rental period.
8.6. Additional charges. Charges for optional services such as insurance, fuel, additional or underage drivers, and special equipment charges, are not included in your rental and must be paid directly to the car rental company. Car rental rates do not include collision damage waiver insurance and theft protection unless specified. Please contact your insurance company if you are unsure whether to accept rental car company insurance at the counter.
8.7. Vehicle. Hopper does not guarantee a specific make, model, or colour of vehicle no matter what vehicle is reserved.
8.8. Age requirements. Renters must meet the minimum (and maximum, if applicable) age requirement where the car is being rented, have a valid driver's license, major credit card and some Suppliers require a good driving record. Most rental car companies do not accept debit cards. Some Suppliers charge a surcharge for drivers above or below certain ages, which is collected by the Supplier at the time of pickup. Suppliers reserve the right to deny car rentals for any reason, including past driving records.
8.9. One way rentals. One way rentals may or may not be permitted. If there are additional fees for one way rentals, when permitted, these fees will not be included in the cost of the reservation. A reasonable attempt to advise of these fees will be made when this information is available to Hopper.
9.1. The CBA Travel Sites may offer a number of Hopper proprietary products for sale, including Hopper Price Freeze (for Air, Hotels or Cars), Flex It bookings (for Air or Hotels), Leave for any Reason, Refundable Fares, Extend Your Void Window, Auto Price Drop, Rapid Rebook and other similar products (“Flexibility Products”), which aim to increase the flexibility of purchased travel items. The purchase of each Flexibility Product is subject to specified terms and conditions that will be made available to you at the time of purchase, and the terms set forth below. These Products are NOT regulated financial products such as insurance, and the specified terms and conditions are not offers to insure or an insurance contract, and do not take the place of insurance obtained or obtainable by you.
9.2. If offered, the additional products and features made available by Hopper through CBA Travel are subject to additional applicable terms and conditions presented prior to the time of purchase. Availability of these services may vary based on the type of your CBA account or card, and not all services are available to all customers or on all bookings. The availability of the services is subject to change without prior notice. Additional fees may apply.
9.3.1. In connection with flight and/or hotel bookings via the CBA Travel Sites, Hopper may offer a “Flex It” booking option for an additional fee that enables the User to cancel an otherwise non-refundable flight or hotel booking for any reason, and receive a full or partial refund of the purchase price paid for the flight or hotel at the time of booking. Purchases of a “Flex It” booking option in connection with any flight or hotel booking is subject to the following terms as set forth in this Section 9.3. Availability and pricing of the Flex It booking option may vary, and not all services are available to all customers or on all bookings. Hopper may revise these terms at any time by updating this posting.
9.3.2. The Flex It booking option for flights entitles you to cancel your flight purchase for any reason, within the time period specified to you at the time of purchase and stated in your confirmation email, prior to your first scheduled departure and receive the refund amount (full or partial) as offered to you at the time of purchase of the Flex It option from Hopper via the CBA Travel Sites. The amount of the refund that your Flex It booking option entitles you to receive may vary. Please review the terms presented at the time of purchase carefully.
9.3.3. The Flex It booking option may only be purchased at the time of booking and may not be added after the booking. The Flex It booking option must be purchased for all passengers on the booking, and for all segments or legs of such booking. Hopper reserves the right to deny purchases of the Flex It booking option for any reason permitted by law (e.g., fraud or misuse).
9.3.4. The Flex It Fee is Non-refundable. The fee paid for the Flex It booking option is non-refundable and is only valid for the booking for which the option to cancel for any reason was purchased. The option to cancel for any reason is not transferable and cannot be carried over to any future bookings.
9.3.5. Cancellation procedure. If you have purchased a Flex It booking option with any flight, you will have the option to cancel that flight for any reason within the time period specified to you at the time of purchase and stated in your confirmation email prior to your first scheduled departure by visiting the CBA travel Sites, navigating to the “My Trips” section, and selecting your flight itinerary. No documentation or reason will be required in order to cancel. After this deadline has passed, the option to cancel for any reason will expire and any changes or cancellations to your purchased flight will be subject to the fare rules imposed by the respective airline carrier for your ticket. Exercising your Flex It booking option to cancel any flight in the booking will result in a cancellation of all purchased flights for that traveller for all legs or segments (i.e., outbound and return flights). If multiple travellers are on the flight booking, you may be able to cancel the flight for individual travellers by calling Hopper, or for all passengers by cancelling online. Cancellations cannot be reversed.
9.3.6. Refund method and amount. By purchasing the Flex It booking option, you will be eligible to receive a partial refund from Hopper of the purchase amount paid for your flight. Any Flex It refund amount paid will include a portion of the base fare and all related taxes and fees. The Flex It booking option does not entitle you to a full refund of all trip costs. Any paid add-ons, such as baggage, seat or boarding order selection, and the Flex It booking fee, are not refundable and will not be included in the refund amount. The refund portion is specified upon your purchase of the Flex It booking option. Refunds are typically processed within five (5) business days.
9.3.7. Exclusions. The Flex It booking option to cancel for any reason does not apply following the earlier of:
9.3.7.1. A cancellation of any flight by an airline carrier for any reason, including the result of a force majeure event; or
9.3.7.2. Any voluntarily cancellation or change requested by you directly with any airline, of any tickets subject to the cancel for any reason.
9.3.7.3. In the event of such cancellation or change, your option to cancel for any reason shall expire immediately and a refund of your flight purchase will be subject to the fare rules imposed by the respective airline carrier for your ticket.
9.3.8. Modifications. If your purchased Flex It flight booking has been modified at your request after booking, the Flex It booking option will apply only to the original amount of the purchased trip. Certain modifications, such as changes to a passenger name or changes not applicable to all passengers on a multi-passenger booking, may require that you contact Hopper in order to use your Flex It option.
9.4.1. Eligibility. Hopper offers a Best Price Guarantee in connection with flight booking purchases made through the CBA Travel Sites that entities you to a price match if you find the same itinerary on another eligible competing site at a lower price and let Hopper know within 24 hours of booking, subject to the terms and conditions set forth in this Section 9.4.
9.4.2. Qualification Criteria. To qualify for the Best Price Guarantee price match, you must keep your original itinerary and the lower-priced itinerary found must be:
9.4.2.1. An exact match to the original itinerary with a price that was available within 24 hours of the original booking confirmation (including the cancellation policy, i.e. refundable or non-refundable, etc.);
9.4.2.2. Priced in AUD, including any taxes and fees;
9.4.2.3. Available to the general public. For example, this means that the rate doesn’t require the customer to log into a site or have a special membership or an available discount personal to the customer; and
9.4.2.4. Available at the time you contact Hopper. Our agent must be able to verify that the lower price exists on the site that you identified.
9.4.3. How to make a price match claim. You must submit a Best Price Guarantee price match claim through the Hopper Customer Support team. Agents are available 24X7 and can be contacted via information provided on the CBA Travel Site, and in connection with your booking confirmation. To submit the price match claim, the following information must be provided:
9.4.3.1. The trip ID of the original booking;
9.4.3.2. The amount of the lower price; and
9.4.3.3. The website where you found the lower price so that our agents can verify it.
If the claim is verifiable, our agents will process the claim quickly and authorize the grant of Travel Credits (subject to the terms set forth in Section 10). If our agents are unable to verify the lower price, we will verify offline and will attempt to respond within 24 hours, though it may take longer in certain cases. If the claim is verifiable, you will receive an email confirmation of your Travel Credit. If the claim is not verifiable after an offline review, you will be notified of the decline by email, and you may not receive a travel credit.
9.4.4. Refund method and amount. For reservations that meet the Best Price Guarantee price match criteria, we will credit you, as Travel credit, the difference between the original booking and cheaper exact itinerary. Receipt and use of ‘Travel Credits’ are subject to certain terms and conditions – see the “Travel Credits” section (Section 10) in these terms and conditions for more information.
9.4.5. Forfeiture of Travel Credits. You must keep (and not cancel) your original itinerary booking in order to be eligible for the Best Price Guarantee price match ‘Travel Credits’. If you cancel your original itinerary after receiving a Best Price Guarantee grant of Travel Credit, any Travel Credits you received from that Best Price Guarantee will be voided and will no longer be available for you to use.
9.4.6. Exclusions. The itinerary you submit must be the exact same as the original booking itinerary via the CBA Travel Sites. If the itineraries are not the same, the Best Price Guarantee will not apply. For flights to be the exact same, the following conditions need to be the exact same:
9.4.6.1. Both itineraries need to be for the exact same flight at the same time;
9.4.6.2. The class of both flights are the same (i.e., both are economy class);
9.4.6.3. They have identical add-ons (i.e., additional baggage, seat selection); and
9.4.6.4. The cancelation policy of the flight is the same.
9.5.1. Eligibility. If Hopper recommends via the CBA Travel Sites that it is a good time to book a flight now based on the price prediction services, and if you book and purchase a recommended non-refundable flight, you will automatically receive from Hopper an Auto Price Drop service for that flight booking purchase at no additional charge.
9.5.2. Price Drop Service Monitoring Period. Once Auto Price Drop is applied to a flight booking, Hopper will monitor the price of that itinerary (with the same flight, fare class, seat selection if applicable, etc.) via available Hopper partner inventory for ten (10) calendar days after the day of purchase, or until the day prior to departure, whichever is earlier. The Auto Price Drop service will not be applied after ten (10) calendar days from the day of purchase.
9.5.3. Issuing Auto Price Drop Travel Credit. For flight bookings that are subject to an eligible drop in price during the monitoring period, a credit will be issued, as Travel Credit, up to AU$50 per booking. The difference between the original booking price and the lowest price found during the monitoring period will be the amount refunded at the end of the period. Receipt and use of Travel Credits are subject to certain terms and conditions - see the “Travel Credits” section (Section 10) in these terms and conditions for more information.
9.5.4. Auto Price Drop Exclusions. If you void or cancel the flight after booking, Hopper will not provide the Auto Price Drop service, or any Travel Credit. If a price drop during the monitoring period does not exceed a minimum of AU$5, no Travel Credits will be issued. The Auto Price Drop service will only be applied to non-refundable flight bookings following a price prediction recommendation (in the price prediction screen during flight search) that the flight price is a ‘Great Price.’
9.6.1. Hopper may make available to you the Rapid Rebook Service. When you purchase the Rapid Rebook Service, you have access to a free rebooking service in the event your originally scheduled flight is disrupted on the day of your trip. Availability of this service may vary, and not all services are available to all users or on all bookings. Hopper may revise these Terms and Conditions at any time by updating this posting.
9.6.2. Purchases. The fee for the Rapid Rebook Service is a service fee. If purchased, the Rapid Rebook Service will apply to the purchaser and other passengers on the same booking (“you”), so long as it was purchased at least twenty-four (24) hours in advance of your scheduled departure. The fee to purchase Rapid Rebook Service is assessed per flight booking and provides the service for all passengers included on the travel itinerary at the time of booking, up to the maximum value of the per passenger Service Cap. If there is more than one passenger on the booking, the passenger who made the booking shall determine how to exercise the Rapid Rebook Service, which shall apply to any other passenger included on the booking.
9.6.3. How it Works. You may use the Rapid Rebook Service once per your booked itinerary and only in the event that within 24 hours of the original departure time of your flight, your flight is either delayed by more than the time specified under your purchased service (which will be disclosed to you prior to purchase) or is canceled by the airline (a “Flight Disruption”). In the event of a Flight Disruption, you will have the option to rebook your disrupted flight on a qualifying flight through CBA Travel at no cost, up to the maximum cost per passenger specified to you at the time of purchase and stated in your confirmation email (“Service Cap”), or, if you are not satisfied with your rebooking options, to receive a refund of your full base fare. We will notify you when we detect a Flight Disruption and direct you to rebook through CBA Travel. If you elect to use the Rapid Rebook Service and the per passenger costs of the new flight exceed the Service Cap, you will be required to pay the per passenger costs in excess of the Service Cap at the time of re-booking. If you are not satisfied with your rebooking options, you will have the option to get a refund of your full base fare (including taxes and fees) booked through CBA Travel. Requesting a refund does not require you to contact your airline. However, if you receive a refund through the Rapid Rebook Service, you will not have the option to request an additional refund for the same ticket through the airline directly. See Section 9.6.8 (below) for more details about receiving a refund. If no decision to use the flight disruption assistance service is made, the service will expire twenty-four (24) hours after the last flight of your booked trip.
9.6.4. Eligible Reasons for Flight Disruptions. To be eligible to use the Rapid Rebook Service, the Flight Disruption must occur while you are in transit and traveling to or from your destination. “In-transit” means the disruption must have occurred within twenty-four (24) hours of your scheduled departure time for the impacted flight. The reason the flight was delayed or canceled must be due to an eligible reason. Eligible reasons include, but are not limited to, delays or cancellations, in each case due to airline issues, customs issues or weather. All determinations of whether a disruption was due to an eligible reason will be at the discretion of CBA Travel.
9.6.5. Exclusions. The service does not apply following the earlier of:
9.6.5.1. A cancellation or modification of any flight by an airline carrier for any reason, including the result of a force majeure event; or
9.6.5.2. Any voluntary cancellation or modification requested by you for any of the tickets subject to the service.
9.6.5.3. In the event of such cancellation or modification, your purchased service shall expire immediately and a change to your travel dates or a refund of your purchased flight booking will be subject to the fare rules imposed by the respective airline carrier for your ticket.
9.6.6. Things to Know About Booking a New Flight. If a Flight Disruption occurs and you elect to use the service to rebook a new ticket on a qualifying flight, you must be able to arrive at the gate of the new or new connecting flight in time to board. CBA Travel is not responsible for ensuring you arrive at the gate on time and will not pay any additional costs if you miss your new flight. Additionally, please note:
9.6.6.1. Checked luggage: If you have any checked luggage, you must coordinate directly with the original airline to retrieve your luggage before or after your new flight. CBA Travel is not responsible for any baggage retrieval and will not cover any baggage fees.
9.6.6.2. Return flights or additional flights on your itinerary: If you elect to use this service, you are solely responsible for confirming with the airline on your original booking that the remainder of the flights in your booking, including any return flights, will not be canceled. If you elect to use the service and have a return flight or remaining legs of your trip that you wish to use, call your original airline directly to: (1) let them know you have found alternate travel for your disrupted flight and (2) request confirmation that any additional or return flights will not be canceled on your reservation. If the airline on the original booking cancels the remaining flight(s) on your original booking and you inform CBA Travel of such cancellation by contacting an agent or via the automated rebooking tool, CBA Travel will offer you the option to rebook a new flight to replace the canceled flight(s) at no extra cost, subject to these Terms and Conditions (including the Service Cap).
9.6.7. Other Restrictions. If you elect to use the Rapid Rebook Service, CBA Travel will not be responsible for any fees and costs incurred by you (e.g., new baggage fees or upgrades) other than the costs of the new eligible ticket(s) or refund for a disrupted flight, as applicable, and in each case subject to the Service Cap. The service is valid for ONE Flight Disruption per passenger in connection with the trip for which the service was purchased. A second Flight Disruption on the same trip itinerary will not be eligible for the service. The service does not carry over to any future bookings made with CBA Travel. The service is only offered on select bookings. CBA Travel reserves the right to deny the purchase of the service to any customer for any lawful reason. In the event you make a voluntary schedule change or cancelation more than twenty-four (24) hours before your departure date, the service will no longer be valid. In the event the airline makes an involuntary schedule change, the service will no longer be valid and you may contact Hopper customer support to obtain a refund of your service cost. The service cost is non-refundable and non-transferable.
9.6.8. Service Satisfaction Guarantee. The service comes with a satisfaction guarantee, as set forth in this Section. If you are eligible for and elect to use the Rapid Rebook Service, and you are not happy with the rebooking options offered by CBA Travel, you may choose to receive a refund for the cost of your original flight ticket(s) for which the service was purchased. Refunds cover the full base fare and related taxes and fees. Any paid add-ons, such as baggage, seat or boarding order selection, and Rapid Rebook Service, are not included in the refund. Refunds will be delivered to your original payment method (e.g., credit card, travel credits and/or rewards redemption). If you used a mixture of a credit card, redeemed rewards, and/or travel credits to purchase the fare, the difference will be refunded proportionally. The election to receive a refund shall be in lieu of rebooking on a new flight; if you elect to receive a refund, then the ability to rebook a disrupted flight with the service shall be immediately null and void. You may not be eligible to receive this service satisfaction guarantee refund in the event you elect to receive any cash or credit card refund provided from the airline for the cost of your disrupted flight. However, if you exercise the service satisfaction guarantee and receive a full refund for your booking through CBA Travel, you will still be eligible to receive any future travel credits or other non-cash equivalents that the airline may provide as compensation for the disrupted flight.
9.6.9. Passenger Rights Regimes. Certain jurisdictions, including the United Kingdom and the European Union, have adopted laws and/or regulations requiring airlines to compensate passengers in the event of certain disruptions to scheduled air travel (a “Passenger Rights Regime”). In the event of such a disruption, you may be eligible for compensation under a Passenger Rights Regime, regardless of whether you elect to purchase the Rapid Rebook Service. Flights within Australia, international flights departing Australia, and international flights to Australia booked through an Australian airline website are subject to basic consumer rights known as consumer guarantees. This includes a guarantee that services be provided to you within a reasonable time. In certain circumstances, you may be entitled to a refund or a different replacement flight, regardless of whether you purchase the Rapid Rebook Service.
9.6.10. Interaction with Other CBA Travel Services, Offers and Promotions. If you purchased the service for a flight purchased following receipt of any refund from CBA Travel such as an Auto Price Drop refund or price match guarantee refund, the dollar amount of any refund you receive as part of the flight disruption assistance service will be based on the final price you paid for the airline ticket(s) after receiving a refund or discount under any other offers, promotions, or services available through CBA Travel. If you have purchased the Flex It option in addition to the Rapid Rebook service for the same CBA Travel booking, your option to cancel for any reason will remain valid within the time period specified to you at the time of purchase and stated in your confirmation email prior to your first scheduled departure. If you exercise your Flex It option, your Rapid Rebook Service will immediately be null and void and you will not be entitled to receive any refund or rebooking under the service. Please see the “Flex It Bookings” section above for more information.
9.6.11. SMS Consent. By purchasing the Rapid Rebook Service, you hereby consent to receive SMS messages for the purpose of CBA Travel communicating updates to you regarding your purchased service.
9.6.12. Not Insurance. The service is a guarantee that CBA Travel will rebook you on a new, qualifying flight in the event you experience a Flight Disruption. In the event CBA Travel is unable to provide the rebooking service to your satisfaction, CBA Travel will provide a refund to your original payment method as specified in Section 9.6.8. CBA Travel provides its customers with the flight disruption assistance service to provide a more seamless and flexible experience for travel booked on the CBA Travel portal. The service Terms and Conditions are not intended to constitute an offer to insure, do not constitute insurance or an insurance contract, and do not take the place of insurance obtained or obtainable by you.
10.1. The CBA Travel Sites provided by Hopper may offer, grant, or issue you credit(s) (“Travel Credit”) in connection with the terms applicable to certain free or purchased products (e.g., Price Drop, Best Price Guarantee) that will be available for application toward future purchases on the CBA Travel Sites. Travel Credit may accumulate in your Travel Wallet, accessible in the Travel Wallet section of the CBA Travel Sites, along with other credits or rewards received in connection with other qualified bookings or purchases. The accumulated balance of Travel Credits may only be used for future qualified purchases on the CBA Travel Sites.
10.2. No Cash Value; Non-Transferrable. Travel Credits are not cash or currency, stored value, or account credit, and have no relation to CommBank awards points. Travel Credits are not exchangeable for cash, not transferable, and have no cash value. Travel Credits are an incentive provided to CBA Travel Site customers for loyalty, award or promotional purposes only and may only be used toward qualifying purchases by you via the CBA Travel Sites.
10.3. Redemption. When you make an eligible booking or purchase via the CBA Travel Site(s), you will be offered an option to select to use the full value of your available Travel Credits to pay all or a portion of their booking or purchase. Travel Credits will be available to use in your account within 5-7 business days of the grant or issuance, but in some cases may take longer. Please contact Hopper support if you are not seeing your Travel Credits in the Travel Wallet section of the CBA Travel Sites.
10.4. Expiration. Travel Credits have a 2-year expiry from the date that the Travel Credit was granted, issued, and/or credited to your CBA Travel account (unless a different time was specified in connection with the offer, grant, or issuance of the Travel Credit). Expiry dates can be viewed in the Travel Wallet found in the Home menu of the CBA Travel Sites. All Travel Credits expire as indicated at issuance or grant, at the cardholder's death, or when the cardholder no longer has an eligible CommBank debit or credit card account, whichever occurs first.
10.5. Additional Restrictions. Travel Credits may not be available for application to purchases of certain third-party travel services. Additional applicable restrictions to the use of any Travel Credit may be disclosed in the Travel Wallet section of the CBA Travel Sites.
11.1. The CBA Travel Sites downloaded or accessed by you pursuant to these Terms, including without limitation all of the text, images, sound, marks, logos, compilations (meaning the collection, arrangement and assembly of information) and other content contained therein, and all software, source or object code, systems, data, and algorithms embodied in or supporting the CBA Travel Sites, or otherwise used by CBA and/or Hopper to deliver the CBA Travel Sites, and all intellectual property rights therein including without limitation patent, copyright, trademark rights (collectively, the “Site Property”), is the sole and exclusive property of CBA and/or Hopper (as applicable) and/or of third parties provided under license to, or used with permission by, CBA and/or Hopper, and is protected under Australian, United States, Canada, and other federal, local, and international laws. Hopper and CBA reserve all rights in the Site Property, including without limitation copyright, trademark, patent, and trade secret rights, and no rights in such Site Property are granted except as expressly provided herein. You are hereby granted a limited, personal, non-exclusive, non-transferrable, non-sublicensable, and revocable right to access, download, and use the CBA Travel Sites solely for the purposes expressly authorized by these Terms and Conditions, provided that you comply with these Terms and Conditions.
11.2. Trademarks. The respective names, logos, service marks and trademarks of Hopper and CBA are the property of Hopper and CBA, and are protected under the laws of Australia and other countries around the world, and may not be used in connection with any service or products other than those provided by or expressly authorized by CBA and/or Hopper, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits CBA or Hopper. The CBA Travel Sites may also incorporate protected trademarks of third parties, and the use of such trademarks does not constitute an affiliation, endorsement or sponsorship of CBA or Hopper by any third party.
11.3. Third-Party Property. The CBA Travel Sites feature the trademarks, service marks, images, logos, and data of third parties, including those of Hopper’s third-party travel service partners (“Third-Party Property”). Each third-party owner retains all rights in such Third-Party Property. Any use of such Third-Party Property provided or displayed in the CBA Travel Sites, inures solely to the benefit of their respective owners. Hopper’s use of such Third-Party Property does not imply any affiliation or relationship between Hopper and/or CBA and the third party nor any endorsement of Hopper and/or CBA or the CBA Travel Sites by such third party.
11.4. Feedback. You have no obligation to provide Hopper or CBA with ideas, suggestions, recommendations, enhancement requests, testimonials, endorsements, product reviews or information regarding your experience using the CBA Travel Sites (“Feedback”). However, if you submit Feedback to or about CBA or Hopper or the CBA TRavel Sites, either directly or indirectly via a third-party review site or a survey initiated by Hopper or CBA, then you grant to CBA and Hopper a non-revocable, non-exclusive, worldwide, royalty-free license that is sub-licensable and transferable, to make, use, reproduce, publicly display, distribute, sell, modify or publicly perform the Feedback in any manner without any obligation, royalty or restriction based on intellectual property rights or otherwise.
12.1. Consumer rights under the Australian Consumer Law. If you are a consumer to which the Australian Consumer Law applies, you have certain rights in connection with purchases and bookings made via the CBA Travel Sites, including under the consumer guarantees as described above and throughout these Terms and Conditions. Nothing in these Terms and Conditions or any rules and restrictions limits, excludes or modifies any rights you have that cannot lawfully be limited, excluded or modified. Information about the consumer guarantees is available from the website of the Australian Competition and Consumer Commission.
12.2. Our liability. Hopper operates the CBA Travel Sites, and the Suppliers provide the travel services to you. To the maximum extent permitted by law, Hopper will not be liable for:
● any travel services that the Suppliers make available to you;
● the acts, errors, omissions, representations, warranties or negligence of any Suppliers, or
● for any personal injuries, death, property damage or other damages or expenses resulting from the above.
Subject to the limitations in these Terms and Conditions and the Australian Consumer Law, Hopper shall not be liable for any direct, indirect, punitive, special, incidental or consequential losses or damages arising from:
● the travel services
● the use of the CBA Travel Sites
● any delay or inability to use the CBA Travel Sites, or
● the use of links from the CBA Travel Sites,
whether based in negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if the relevant person has been advised of the possibility of such damages, save to the extent that such losses or damages are directly caused by the negligence or actions of Hopper.
If Hopper is found liable for any loss or damage under these Terms and Conditions, then, to the maximum extent permitted by law, Hopper shall only be liable to you for direct damages that were:
● reasonably foreseeable by both you and us (or our Suppliers as applicable)
● actually suffered or incurred by you, and
● directly attributable to our actions or negligence (or the actions or negligence of our Suppliers as applicable),
and in the event of any liability of us, such liability will in no event exceed, in total, the cost paid by you for the travel services in question.
This limitation of liability reflects the allocation of risk between you and Hopper. The limitations specified in this section will survive and apply even if any limited remedy specified in these Terms and Conditions is found to have failed its essential purpose. The limitations of liability provided in these Terms and Conditions inure to the benefit of Hopper.
12.3. Inaccurate Information. The Suppliers provide Hopper with information describing the travel services. This information includes travel service details, photos, rates and any relevant rules and restrictions, etc. We display this information through the CBA Travel Sites. The Suppliers are responsible for ensuring that such information is accurate, complete and up to date. Hopper will not be liable for any inaccuracies in such information (and this also includes property ratings which are intended as guidance only and may not be an official rating), save to the extent that such inaccuracies are caused by our negligence or wilful misconduct. Hopper does not, to the extent permitted by law, make guarantees about the availability of specific travel services. Photos and illustrations on the CBA Travel Sites are provided as a guide to show you the level and type of accommodation only.
12.4. Disclaimer of Warranties. Subject always to your rights under the Australian Consumer Law and any other applicable laws, and except as expressly set out in these Terms and Conditions:
● all information, software, or travel services displayed through our CBA Travel Sites are provided without any warranty or condition of any kind, and
● Hopper disclaims all such warranties and conditions.
The display of travel services through the CBA Travel Sites is not an endorsement or recommendation of such travel services by Hopper. Hopper disclaims, to the maximum extent permitted by law, all warranties and conditions that the CBA Travel Sites, its servers or any email sent from Hopper are free of viruses or other harmful components.
12.5. Consumer guarantee under the Australian Consumer Law. If you are a consumer under the Australian Consumer Law and the goods and/or services supplied to you are not of a kind ordinarily acquired for personal, domestic or household use or consumption, then the liability of us for failure to comply with a consumer guarantee under the Australian Consumer Law (other than a guarantee under section 51, 52 or 53) is limited to one or more of the following, at our election (as applicable):
● in relation to the supply of services: the resupply of the services or the payment of the cost of having the services supplied again; and/or
● in relation to the supply of goods: the replacement of the goods or the supply of equivalent goods, the repair of the goods, the payment of the cost of replacing the goods or of acquiring equivalent goods, or the payment of the cost of having the goods repaired.
12.6. Force Majeure. Every instance of force majeure, including the interruption of means of communication or a strike (by airlines, properties or air traffic controllers, as applicable), will lead to the suspension of the obligations in these Terms and Conditions that are affected by the force majeure event. In such a case the party affected by the force majeure event will not be liable as a result of the inability to meet such obligations.
13.1. ARBITRATION AND CLASS ACTION WAIVER. You agree that all claims, disputes, or disagreements that may arise out of the interpretation of or performance under these Terms and Conditions, any payments to Hopper, or otherwise related in any way to your use of CBA Travel, the Sites and/or the content therein, shall be submitted exclusively to binding arbitration, except that each party retains: (i) the right to bring an individual action in small claims court for disputes and actions within the scope of such court’s jurisdiction; and (ii) the right to seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of a party's copyrights, trademarks, trade secrets, patents, or other intellectual property rights. Arbitration means that an arbitrator and not a judge or jury will decide the claim. Rights to prehearing exchange of information and appeals may also be limited in arbitration. YOU ACKNOWLEDGE AND AGREE THAT YOU AND HOPPER ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY. You further acknowledge and agree that you waive your right to participate as a plaintiff or class member in any purported class action or representative proceeding. Further, unless both you and Hopper otherwise agree in writing, the arbitrator may not consolidate more than one person's claims, and may not otherwise preside over any form of any class or representative proceeding. If this class action waiver is held unenforceable, then the entirety of this "Dispute Resolution" section will be deemed void. Except as provided in the preceding sentence, this "Dispute Resolution" section will survive any termination of these Terms.
13.2. Arbitration Rules. Any arbitration will be administered by the American Arbitration Association ("AAA"). Except as modified by this “Dispute Resolution” provision, the AAA will administer the arbitration in accordance with either (A) the Commercial Arbitration Rules then in effect, or (B) the Consumer Arbitration Rules then in effect if the matter involves a “consumer agreement” as defined by Consumer Arbitration Rule R-1 (together, the "Applicable AAA Rules"). (The Applicable AAA Rules are available at https://www.adr.org/Rules or by calling the AAA at 1-800-778-7879). The Federal Arbitration Act will govern the interpretation and enforcement of this entire “Dispute Resolution” provision.
13.3. Arbitration Process. A party who desires to initiate arbitration must provide the other party with a written Demand for Arbitration as specified in the Applicable AAA Rules. (The AAA provides applicable forms for Demands for Arbitration at https://www.adr.org/sites/default/files/Demand_for_Arbitration_0.pdf (Commercial Arbitration Rules) and https://www.adr.org/sites/default/files/Consumer_Demand_for_Arbitration_Form_1.pdf (Consumer Arbitration Rules). The arbitrator will be either a retired judge or an attorney licensed to practice law in the county in which you reside and will be selected in accordance with the Applicable AAA Rules. If the parties are unable to agree upon an arbitrator within fourteen (14) days of the AAA’s notice to the parties of its receipt of the Demand for Arbitration, then the AAA will appoint the arbitrator in accordance with the AAA Rules.
13.4. Arbitration Location and Procedure. Unless you and Hopper otherwise agree, the arbitration will be conducted in the county where you reside. If your claim does not exceed $10,000, then the arbitration will be conducted solely on the basis of documents you and Hopper submit to the arbitrator, unless you request a hearing or the arbitrator determines that a hearing is necessary. If your claim exceeds $10,000, your right to a hearing will be determined by the Applicable AAA Rules. Subject to the Applicable AAA Rules, the arbitrator will have the discretion to direct a reasonable exchange of information by the parties, consistent with the expedited nature of the arbitration.
13.5. Arbitrator's Decision. The arbitrator will render an award within the time frame specified in the Applicable AAA Rules. The arbitrator's decision will include the essential findings and conclusions upon which the arbitrator based the award. Judgment on the arbitration award may be entered in any court having jurisdiction thereof. The arbitrator's award of damages and/or other relief must be consistent with the terms of the "Limitations of Liability" section above as to the types and the amounts of damages or other relief for which a party may be held liable. The arbitrator may award declaratory or injunctive relief only in favor of the claimant and only to the extent necessary to provide the relief warranted by the claimant's individual claim. If the arbitrator determines that you are the prevailing party in the arbitration, and only if authorized under applicable law, the arbitrator may award reasonable attorneys' fees and expenses. Hopper will not seek, and hereby waives, all rights Hopper may have under applicable law to recover attorneys' fees and expenses if Hopper prevails in arbitration unless the arbitrator finds that either the substance of your claim or the relief sought in your Demand for Arbitration was frivolous or was brought for an improper purpose.
13.6. Fees. Your responsibility to pay any AAA filing, administrative and arbitrator fees will be solely as set forth in the Applicable AAA Rules. However, if your claim for damages does not exceed $25,000, Hopper will pay all such fees unless the arbitrator finds that either the substance of your claim or the relief sought in your Demand for Arbitration was frivolous or was brought for an improper purpose.
13.7. Changes. Hopper reserves the right to change this "Dispute Resolution" section, but any such changes will not apply to disputes arising before the effective date of such amendment. Notwithstanding the provisions of the modification-related provisions above, if Hopper changes this "Dispute Resolution" section after the date you first accepted the Terms(or accepted any subsequent changes to these Terms), you agree that your continued use of the Apps or Services after such change will be deemed acceptance of those changes. If you do not agree to such change, you may reject any such change by providing Hopper written notice of such rejection by mail or hand delivery to: Hopper, Attn: Legal Department, 265 Franklin Street, Suite 1702, Boston, MA 02110 or by email from the email address associated with your account to: legal@hopper.com, within 30 days of the date such change became effective, as indicated herein. In order to be effective, the notice must include your full name and clearly indicate your intent to reject changes to this "Dispute Resolution" section. By rejecting changes, you are agreeing that you will arbitrate any dispute between you and Hopper in accordance with the provisions of this "Dispute Resolution" section as of the date you first accepted these Terms (or accepted any subsequent changes to these Terms, as applicable).
14.1. These Terms and Conditions constitute the entire agreement of the parties as to its subject matter, and supersede all prior written and oral representations and discussions between the parties. The Terms shall be governed by the laws of Australia without reference to principles of conflicts of laws. No delay or omission by CBA in exercising any of its rights occurring upon any noncompliance or default by you with respect to these Terms will impair any such right or be construed to be a waiver thereof, and a waiver by CBA of any of the covenants, conditions or agreements to be performed by you will not be construed to be a waiver of any succeeding breach thereof or of any other covenant, condition or agreement hereof contained. You may not assign any of your rights arising under these Terms without CBA’s written consent. If any provision of these Terms is found by a court of competent jurisdiction to be invalid or unenforceable, then these Terms will remain in full force and effect and will be reformed to be valid and enforceable while reflecting the intent of the parties to the greatest extent permitted by law. The provisions of these Terms are entered into for the benefit of CBA and you and there shall be no third-party beneficiaries to these Terms. In the event of a conflict between these Terms and any other CBA agreement, terms, or policy provided to you, directly or indirectly, these Terms shall prevail. CBA may revise these Terms and Conditions at any time by updating this posting.
Date last updated: April 29, 2026