Terms & Conditions

Melbourne Luxury Experiences Pty Ltd | ABN 57 080 810 962

Last updated: 10 September 2026

1. About these Terms

These Terms and Conditions apply to bookings, purchases and services offered by Luxury Experiences Pty Ltd, trading as Melbourne Luxury Experiences (MLE, we, us or our), and to use of our website. They cover helicopter and other air experiences, luxury transport, winery and dining experiences, golf trips, accommodation packages, vessel charters, events and other experiences we offer or arrange.

You means the person making a booking or purchasing a voucher. A participant is anyone taking part in an experience. Your booking consists of these Terms, the accepted quote or product description, and any special conditions clearly disclosed and accepted before the booking is made.

We will make these Terms available before you book. By accepting a quote or completing a booking after receiving these Terms, you agree to them. Additional obligations are not imposed merely by browsing our website; the website-use provisions apply to your use of the site.

Specific booking conditions prevail over these general Terms only to the extent of an inconsistency and only where disclosed and agreed before booking. Neither these Terms nor any supplier conditions exclude, restrict or modify rights that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

2. Our role and service providers

MLE designs, sells and coordinates experiences that may involve independent aircraft operators, chauffeurs, accommodation providers, restaurants, wineries, golf courses, vessel operators and other suppliers.

Unless we clearly identify an agency arrangement before you book, MLE is your contracting supplier for the experience described in your booking. Using subcontractors does not remove our responsibility for our own contractual obligations or applicable consumer guarantees.

Where we act only as an agent for a particular supplier, we will identify that supplier, the service being arranged, our role, any agency fee and the applicable supplier terms before you commit. Your contract for that particular service is with the identified supplier. We remain responsible for providing our own booking and agency services with due care and skill.

Flights are conducted by the aircraft operator identified in your booking information under the authorisations required for that operation. The operator and pilot retain operational control and responsibility for flight safety. Marketing an aircraft or arranging a flight does not, by itself, mean MLE is the aircraft operator.

Any supplier conditions affecting your booking must be made available before acceptance. Later changes cannot retrospectively reduce your rights without your agreement or a lawful basis.

3. Bookings and participant information

The person making a booking must be at least 18 years old and authorised to make it. Participants may be younger where the experience and operator permit.

A booking is confirmed when we issue written acceptance and receive the payment required under the disclosed payment schedule, unless we expressly agree otherwise. An enquiry, provisional hold or automated receipt of a request is not confirmation unless expressly described as such. Any money taken for a request we cannot accept will be returned promptly.

Please provide accurate contact details, participant numbers and information reasonably required to arrange the experience. Check your confirmation and notify us promptly of errors. Where you book for others, provide them with the applicable participation and safety requirements and obtain permission before supplying their personal information. A booking organiser cannot waive another participant's legal rights merely by making the booking.

Aircraft, venues, accommodation and other services remain subject to availability until confirmed. Any minimum participant requirement, minimum charter charge or shared-flight arrangement must be disclosed before you book. Exclusivity applies only where the booking expressly confirms a private service.

4. Quotes, prices and inclusions

Prices are in Australian dollars. Consumer prices include GST where applicable and all unavoidable charges that can reasonably be calculated at the time. Any amount that cannot yet be calculated, and the basis for calculating it, will be clearly explained before you commit.

A quote remains open until its stated expiry and is subject to the availability conditions disclosed with it. Advertised starting prices apply only to the specified package, passenger numbers and conditions; they are not a confirmed price for a different itinerary.

Your accepted booking identifies what is included. Meals, beverages, accommodation, green fees, event admission, ground transfers, landing charges, waiting time, baggage transfers and other extras are included only where stated. Necessary charges will not be added later merely because they were omitted from our advertised price.

We will not increase the agreed price after confirmation without your agreement, except under a clearly disclosed and lawful adjustment mechanism accepted before booking. Any such mechanism must also state your options if you decline the increase.

5. Payments and overdue amounts

Unless a different payment schedule is disclosed and accepted before booking, full payment is required when the booking is confirmed. For group, corporate or multi-day bookings, the quote may specify an initial payment and a balance due date.

An initial payment forms part of the booking price. Describing it as a deposit does not make it automatically non-refundable. Any amount retained following cancellation is governed by clause 7, the agreed special conditions and applicable law.

Payment methods and any permitted fees will be disclosed before payment. We will not impose a payment surcharge prohibited by applicable law, card-network rules or our merchant arrangements. From 1 October 2026, we will not surcharge payments through Visa, Mastercard, American Express or eftpos in accordance with the applicable no-surcharge rules.

If payment is overdue, we will notify you and give a reasonable opportunity to pay, taking account of the departure date and supplier deadlines. We may then release unpaid services or cancel the unpaid booking. Any resulting charge must satisfy clause 7; overdue payment does not entitle us to retain all money automatically.

6. Changes requested by you

Please request changes through the booking email address or our website contact form. Changes to dates, destinations, passenger numbers, names or inclusions are subject to availability and relevant safety requirements.

Before you accept a change, we will explain any price difference and reasonable amendment costs, including unavoidable supplier charges. We will not charge twice for the same cost or charge for correcting an error caused by us.

A reduction in passengers may not reduce a private charter price, because the aircraft, vehicle or vessel may have been booked as a whole. Any revised price will be explained before the change is agreed.

Moving a booking at short notice may involve cancellation of the original service. Where that is the case, we will explain the applicable cancellation cost before you decide. If a requested change cannot be made, the original booking remains in place unless you cancel it under clause 7.

7. Customer cancellations and no-shows

This clause applies when you choose to cancel for reasons not giving rise to a refund or other remedy under the law, such as a change of mind. It does not replace your rights when we or a supplier fail to provide the contracted services.

Send cancellation notices to the booking email address or through our website contact form. A notice takes effect when received by the relevant system, not when we later read or acknowledge it. Keep a copy or submission record. For an imminent departure, please also telephone us.

Unless different cancellation conditions were disclosed and accepted before booking, the following maximum cancellation charges apply to the cancelled services:

 

These percentages are ceilings, not automatic forfeitures. The amount charged will not exceed our reasonable, supportable net loss arising from the cancellation, including reasonable administration and unavoidable supplier costs. We will account for costs saved, refunds or credits received and reasonable opportunities to rebook the service. We will not recover the same loss twice or retain more than the applicable maximum.

Bespoke itineraries, accommodation, event tickets and exclusive charters may have a different cancellation schedule, but it must be clearly disclosed and accepted before booking. Supplier charges are not automatically added on top of the table above; they count within the applicable agreed limit unless a different arrangement was expressly agreed in advance and is lawful.

We will explain any deduction on request and refund the balance. A no-show, late arrival or early departure does not automatically justify retaining the full price where our reasonable loss is lower. Booking deadlines use the local time at the experience's starting location unless your confirmation states otherwise.

8. Changes or cancellations by MLE

Safety, weather, aircraft serviceability, operator illness, venue closures, airspace restrictions, landing permissions and other circumstances can affect an experience. We will notify you as soon as reasonably practicable and take reasonable steps to minimise disruption.

For services supplied by MLE, if we cancel or make a material change for a reason not caused by you, we will offer an appropriate alternative or rescheduling where available. You may instead obtain a refund for services not provided, without a customer cancellation fee. You do not have to accept a credit instead of a refund to which you are entitled.

A minor route or timing adjustment required for safe operation may be necessary. A material reduction in the experience, a change from private to shared transport, or a materially different aircraft, destination or standard of service will be discussed with you wherever practicable. Immediate safety action does not require advance customer approval, but your rights to a remedy remain unaffected.

If an experience has partly taken place, any refund will reflect the services not provided and the applicable legal remedies. A partially performed service is not automatically treated as fully delivered merely because departure occurred.

For a separately contracted service arranged under a disclosed agency arrangement, the supplier's lawful terms and applicable law determine its cancellation obligations. We will assist with the claim and promptly pass on refunds received for you. This does not reduce any right you have against MLE for our own services or conduct.

Events beyond reasonable control do not automatically extinguish refund rights. Neither party must perform unlawfully or unsafely; obligations and remedies will be assessed under this clause and applicable law, including any rules concerning contracts that cannot be performed.

9. Refund administration

Approved refunds will ordinarily be returned to the original payment method or, where that is not practicable, by an agreed secure alternative. We aim to process refunds within 10 business days after the entitlement and amount are established, and sooner where required by law. Financial institutions may take additional time to display the funds.

We will not unreasonably delay deciding a refund claim. Where MLE owes the refund, payment is not automatically conditional on us first recovering money from a subcontractor.

Payment by gift voucher will ordinarily be restored to the voucher balance, with an appropriate validity extension where necessary, unless the law requires a different remedy. Accepting a credit or replacement experience is voluntary where a cash refund is legally available. These Terms do not remove your lawful payment-dispute or chargeback rights.

10. Helicopter and other air experiences

Flights depend on the operator's assessment of conditions, aircraft performance, fuel requirements, available landing sites and applicable operating rules. Advertised routes and flight durations are estimates unless a particular element is expressly guaranteed in your booking.

The pilot may delay, divert, shorten, discontinue or refuse a flight when reasonably necessary for safety or compliance. A customer, event organiser or destination venue cannot require the pilot to continue an unsafe or unlawful operation. Any refund or other remedy is considered under clauses 8 and 19.

Seats are allocated according to safe loading and operational requirements. A particular seat or seating arrangement is not guaranteed unless confirmed and still operationally permissible.

A substitute aircraft must be suitable for the agreed service. Where the substitution materially changes an agreed feature, such as twin-engine carriage, capacity or exclusivity, we will seek your agreement or offer the remedies in clause 8. An operational substitution does not authorise an undisclosed extra charge.

11. Passenger weights, luggage and equipment

Each participant must provide an accurate current body weight, including clothing, together with requested baggage weights and dimensions, by the operator's advised deadline. Inform us of changes before travel. The operator may verify weights before boarding.

Safe capacity depends on the individual aircraft, passenger and baggage distribution, fuel, route and conditions. The advertised number of seats is not an unconditional guarantee that a particular group and all its luggage can be carried together.

Golf clubs, ski equipment, large camera cases, mobility aids and other bulky items require advance approval. Do not assume there is storage for items not included in the confirmed allowance.

Where accurately disclosed information shows that the proposed flight cannot safely be provided, we will discuss a suitable alternative before confirmation. If we confirm a booking on accurate information and later cannot provide it, clause 8 applies.

If materially inaccurate or late information supplied by you prevents safe operation, boarding may be refused or a revised arrangement offered. Any additional service and price require your agreement. Any cancellation deduction must comply with clause 7 and is not an automatic forfeiture of the full fare.

12. Safety, accessibility and children

Participants must attend required briefings and follow lawful, reasonable directions from pilots, drivers, skippers, guides and venue staff. Use restraints and safety equipment as directed. Do not approach aircraft, interfere with controls, open doors or enter restricted areas without permission.

Notify us before booking of assistance needs or a condition that may materially affect safe participation. You need only provide information reasonably necessary for that purpose. We will discuss suitable arrangements with the relevant provider and consider reasonable adjustments. Participation decisions must be based on lawful, relevant safety requirements, not assumptions about a disability or medical condition.

Children and infants require advance approval for the particular experience. Age, restraint, supervision, seating and fare requirements will be confirmed before booking. Do not assume an infant can travel on an adult's lap or free of charge.

Intoxication, threatening conduct, serious interference with safety or refusal to follow reasonable safety directions may result in refusal or termination of participation. Any financial consequences must be proportionate to the circumstances and comply with clause 7 and the law.

Smoking and vaping are not permitted in aircraft or where prohibited by the relevant provider. Dangerous goods and restricted items may only be carried where lawful and expressly permitted by the operator; declare items requiring approval before travel.

13. Check-in, return travel and time-sensitive events

Attend the check-in or collection location at the time stated in your confirmation. Allow for traffic, parking, security procedures and transfers. Tell us promptly if you are delayed. We will assist where reasonably practicable but cannot promise to hold a service where doing so would disrupt other customers or compromise safe operation.

Daylight limits, weather, landing access and operating restrictions may affect the latest permissible departure or return time. Follow the return instructions in your itinerary. Any charge for delay caused by you must be disclosed or separately agreed, reasonable and related to the resulting cost.

Tell us before booking about an essential connection, ceremony or event deadline. We will confirm what timing commitments we can reasonably accept. A flight is not an unconditional guarantee of arrival at a particular time.

A return flight may be disrupted even after a successful outbound flight. We will assist with alternative arrangements where practicable. Responsibility for replacement transport, accommodation or other expenses depends on the cause, your booking and applicable law; those expenses are not automatically the customer's responsibility or automatically covered by MLE.

14. Venues, dining, accommodation and other activities

Venue menus, seasonal offerings, tee times and room arrangements are subject to the inclusions and conditions stated in your booking. A material reduction in an agreed inclusion is handled under clause 8, not treated as an unrestricted right to substitute something less valuable.

Advise dietary requirements and allergies before booking. We will pass necessary information to the relevant provider and confirm what can be accommodated. Do not assume that a particular kitchen can eliminate all cross-contact risk; discuss essential requirements before committing.

Alcohol is included only where expressly stated and is subject to applicable age and service restrictions. Participants must comply with reasonable dress codes, conduct requirements and safety rules disclosed for their experience.

Chauffeured transport, vessel charters, accommodation, golf and venue hire may involve bonds, capacity limits, cleaning conditions or other specific requirements. These must be disclosed before booking. Self-drive vehicle hire, where offered, requires a separate agreement addressing licensing, insurance and vehicle-use conditions.

15. Gift vouchers

Purchased MLE gift vouchers are valid for at least three years from the date of supply unless a lawful exception applies and a different expiry is clearly disclosed. The voucher will identify its expiry or state that it has no expiry.

A dollar-value voucher can be applied towards eligible services at the price applicable when redeemed. Any unused balance remains available until expiry. The customer pays any agreed amount above the available balance.

A voucher sold for a specified experience entitles the holder to that experience during its validity, subject to the terms disclosed at purchase. It will not automatically become a dollar credit or require a top-up merely because our prices increase. If the specified experience is no longer available, we will provide an appropriate alternative by agreement or a remedy required by law.

Redemption requires a booking and remains subject to availability and relevant safety requirements. Contact us in reasonable time before expiry. If we cannot provide a reasonable redemption opportunity, we will offer an appropriate extension or other lawful remedy.

Vouchers are not ordinarily redeemable for cash or refundable for a change of mind, but statutory rights are unaffected. We do not charge prohibited activation, account-keeping or inactivity fees. Report lost or stolen vouchers promptly; we will assist where purchase and an unused balance can be verified. A valid replacement cancels the original voucher.

16. Promotional and donated experiences

A genuine promotional, discounted, donated or event-specific voucher may have different conditions or a shorter validity period only where permitted by law. Any special redemption window, participant limit, exclusion, transfer restriction or required additional purchase must be prominently disclosed before acquisition or participation.

A label such as promotional or charity voucher does not, by itself, remove consumer rights or establish an exemption from gift-card rules. Competition prizes may also be subject to separate competition conditions disclosed before entry. No voucher guarantees unsafe carriage, a particular date or an undisclosed service.

17. Damage, cleaning and security bonds

You are responsible for reasonable loss or damage caused by your negligent or intentional conduct, subject to applicable law. You are not responsible for ordinary wear, pre-existing damage, or loss attributable to MLE or a supplier's fault.

Any bond, exceptional cleaning charge or damage authorisation must be disclosed and agreed before booking. We will provide an explanation and reasonable supporting evidence before seeking payment or applying a bond, and a reasonable opportunity to raise a genuine dispute. These Terms do not give us an unrestricted authority to debit your card for unspecified amounts.

18. Personal insurance

The booking price does not include personal travel or cancellation insurance unless expressly stated. Consider cover appropriate to your itinerary, including the activities involved, weather disruption, cancellation, baggage and medical expenses. Check policy exclusions and whether helicopter or other charter activities are covered.

An operator's liability insurance is not a substitute for your own travel insurance. Insurance does not replace our responsibilities, and making a claim on your own policy is not a prerequisite to exercising rights against us.

19. Consumer guarantees and responsibility

Our services come with guarantees and remedies under the Australian Consumer Law where it applies. These include requirements relating to due care and skill, fitness for a disclosed purpose where applicable, and provision within a reasonable time where a time is not agreed.

Where services have a major failure, you may be entitled to cancel and receive a refund for the unused part, or keep the services and receive compensation for reduced value. Other failures may require us to remedy the problem within a reasonable time. Compensation for reasonably foreseeable loss may also be available where the law provides.

MLE remains responsible for its own acts, omissions, representations and contractual obligations. These Terms do not impose a blanket exclusion for negligence, remove statutory compensation rights or cap all liability at the booking price.

We are not responsible for a loss solely caused by your own conduct or an independently booked service for which we have no legal responsibility. We remain liable to the extent required by law for our contribution to a loss.

Carriage by air may be governed by applicable Australian carriers' liability legislation and international conventions, including statutory limits and claim deadlines. Nothing in these Terms overrides a mandatory aviation liability regime or reduces a right that cannot lawfully be reduced. These Terms are not a waiver of liability for death or personal injury.

20. Privacy, communications and photography

Our Privacy Policy explains how we handle personal information and how you may contact us about privacy matters. Information reasonably necessary for your booking may be shared with relevant operators, venues, payment providers and other service providers for the stated booking purpose.

We will seek any consent required to collect or disclose sensitive information and limit its use to appropriate booking, accessibility, safety or other lawful purposes. A booking is not blanket consent to collect unrelated health information or sell participant data.

We may send operational communications necessary to manage your enquiry or booking. Electronic marketing requires appropriate consent and will include a working unsubscribe facility. Marketing consent is separate from acceptance of these Terms.

We will seek separate permission before using identifiable customer photographs, videos or testimonials in MLE advertising. For children, appropriate parent or guardian permission is required. A participant may decline promotional photography without losing the right to the booked experience.

21. Website use and intellectual property

Use our website lawfully. Do not attempt unauthorised access, disrupt its operation, upload malicious material, impersonate someone, submit fraudulent bookings or collect other users' information without authority.

Website text, photographs, videos, designs, branding and other materials belong to MLE or their respective rights holders. You may view the website, share links and retain information for your own booking. Commercial copying or reuse requires permission unless permitted by law.

If you submit a review, you retain ownership of your content and must have the right to provide it. We will use reviews only for the purpose explained when they are collected or with separate permission. We will not edit a review in a way that misleadingly changes its meaning or prohibit genuine criticism merely because it is unfavourable.

22. Website availability, errors and external services

We take reasonable care with website information but cannot promise uninterrupted access. We may temporarily restrict access where reasonably necessary for maintenance, security or unlawful misuse. Website suspension does not cancel an accepted booking or remove your refund and complaint rights.

We may correct errors in unconfirmed listings. If an error affects a confirmed booking, we will contact you to resolve it consistently with the contract and the law rather than unilaterally imposing a higher price or materially different service.

External links and payment tools may have their own terms and privacy practices. Their involvement does not remove MLE's obligations for services we sell or arrange. We do not claim that every linked business or external website is controlled by MLE.

23. Complaints and dispute resolution

Contact us promptly about a problem so we have a reasonable opportunity to assist. Include your booking reference, a description of the issue and the outcome sought. Where a problem arises during an experience, notify the provider and MLE when practicable.

We will acknowledge your complaint, investigate reasonably and communicate the proposed response or next steps. You may seek assistance from Consumer Affairs Victoria, another relevant regulator, a court or tribunal where available.

We encourage direct resolution, but this does not require you to waive rights, accept compulsory arbitration, delay urgent action or allow a statutory claim deadline to expire.

24. Changes to these Terms and governing law

We may update these Terms for future website use and future bookings. The version accepted at the time of your booking continues to govern that booking unless a change is agreed or required by law. A later website update does not retrospectively impose additional fees or reduce your rights.

These Terms are governed by the laws of Victoria, Australia, subject to any mandatory law that applies. The courts and tribunals of Victoria have non-exclusive jurisdiction; this does not prevent a consumer from exercising a right to bring a claim elsewhere.

If a provision is invalid or unenforceable, it is severed to the extent necessary and the remaining provisions continue where they can operate lawfully. Nothing in this clause makes an otherwise unfair or unlawful term enforceable.

25. Contact us

Melbourne Luxury Experiences

Luxury Experiences Pty Ltd

ABN: 57 080 810 962

Telephone: 0407 850 552 or 0431 158 974

Written enquiries, booking changes and cancellation notices: use the email address in your booking confirmation or the contact form on our website. Please quote your booking reference where available.