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

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

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

You must provide the original, authentic ClubConnect or partner voucher to the appropriate service provider in order to redeem your tour, activity or attraction ticket. Your reservation cannot be honoured or redeemed without presenting a valid ClubConnect voucher.

Please note that some operators accept mobile vouchers, if this is true, you will see a ‘Mobile Voucher Accepted’ icon on the product page. For security purposes, when redeeming your ClubConnect voucher, you must present a valid Photo ID and the ClubConnect voucher. This is for identification purposes and helps us to prevent fraud.

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

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

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

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

You can make a payment online or over the phone. We accept Visa and Mastercard.

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

TicketMates Australia Trading as ClubConnect handles all of the online payments. The name “TicketMates Australia” may show on your bank statement for any ClubConnect transaction.

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

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

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

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

It’s best to contact our friendly team directly on info@clubconnect.au, and they can ensure your booking is made without any additional voided payments.

Sometimes our system flags purchases based on items sold or the purchase amount. If your purchase has been put into manual review, you will be notified after you confirm your payment details. Rest assured, there is nothing to worry about and no further action is required on your part. Typically, the purchase will be manually reviewed and released within one business hour, however if you have any concerns please give our friendly team a call on 07 5606 0192.

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

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

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

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

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

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

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

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

Refunds

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

Cancellations

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

Non-Refundable

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

Early Cancellations

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

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

When booking/purchasing with ClubConnect, you are agreeing to abide by the following terms and conditions:

Voucher Validity

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

Coupon Codes

The use of ClubConnect coupon codes are limited to ONE use per code per customer account. Repeated abuse of these offers by purchasing individual items instead of a single purchase is a breach of our terms and may lead to legal action. By purchasing from ClubConnect, you agree to limit your use to a one-time-only proposition.

Email Subscriptions

By purchasing on ClubConnect, you agree to receive semi-regular email updates about the latest discounts and deals on tours and attractions. If you do not wish to receive these updates, be sure to un-check the “opt in” button upon the cart purchase page.

Changes to Bookings

If requesting additional support or changes to bookings, the following fees may apply: booking changes and amendments: $15, credit card cancellations: 3% of transaction value.

Credit Card Payments & Charges

ClubConnect accepts the following credit cards: Mastercard and Visa.

There is no charge or service fee for processing credit-card payments, with the exception of some affiliated resellers, including Australian Auto Clubs, where a small processing fee will apply and will be highlighted at the check-out prior to you confirming payment.

Proof of Identity

Members of Auto Associations such as NRMA, RACV, RAC, RACT and Arevo may be required to present their membership card as proof upon arrival, along with their e-ticket.

Full payment by credit card is required to make a reservation. Payment will be listed as ExperienceOz Surfers Paradise on the credit card statement.

Refunds

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

Cancellations

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

Non-Refundables

Theme Park, Attraction or Show or Coupon are non-refundable in all circumstances.

Gift Certificates. These are non-refundable in all circumstances.

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

Early Cancellations

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

Operator Changes

From time to time our suppliers and/or service providers can make changes to tour dates, prices, inclusions, coverage, age requirements, etc. As a result, ClubConnect reserves the right to cancel, change or substitute any service, tour, ticket or product that you have booked with us or through our affiliated websites, at any time, for any reason. i) In these cases, if you are not satisfied with the alternatives offered you are entitled to a full refund of the original purchase price. ii) When we are informed in advance by our agents, service providers and/or suppliers of a significant change to a booking and/or to a tour, product or event, ClubConnect makes every reasonable effort to notify the consumer, agent and/or distributor as appropriate, in order to amend or re-issue the booking where feasible.

Operator Availability

If you have made a booking where a date has been selected, please note that availability was accurate at the time of booking however, is subject to change due to circumstances out of our control. We strongly suggest reconfirming your booking with the tour operator within 24 hours of making your booking and prior to making other travel arrangements.

• When purchasing please refer to the ClubConnect Privacy Policy
• Vouchers are valid from the date of issue, this excludes attractions that have been booked for a specified date or where a ‘valid to’ date is specified.
• If requesting additional support or changes to bookings, the following fees may apply: booking changes and amendments: $15, credit card cancellations: 3% of transaction value.
• ClubConnect accepts the following credit cards: Mastercard and Visa.
• There is no charge or service fee for processing credit-card payments, with the exception of some Australian Auto Clubs, where a small processing fee will apply and will be highlighted at the check-out prior to you confirming payment.
• Members of clubs including Auto Associations such as NRMA, RAC and RACT may be required to present their membership card as proof upon arrival, along with their e-ticket.
• Full payment by credit card is required to make a reservation/purchase. Payment will be listed as “ClubConnect” on the credit card statement.
• No refunds are available once a tour or service has commenced, or in respect of any package, accommodation, meals or any other services utilised.
• Operator Availability. Availability was accurate at the time of booking however, is subject to change due to circumstances out of our control. We strongly suggest reconfirming the booking you made with the tour operator within 24 hours of making your booking and prior to making other travel arrangements.
• Cancelling a booking with ClubConnect can result in cancellation fees being applied by ClubConnect, as outlined below. Additional fees may be levied by the individual supplier/operator (see your ClubConnect Voucher for specific details). When cancelling any booking you will be notified via email or phone of the total cancellation fees.
• Theme Park, Attraction or Show or Coupon are non-refundable in all circumstances.
• TicketMates Australia (ABN 73 127 532 147) does not offer refunds, exchanges or cancellations. Tickets and e-Gift Cards sold by TicketMates Australia are for ‘products or services’ sold on behalf of the Auto Club. The use of tickets for purchased products, e-Gift cards or services are subject to the Operator’s or retail merchant’s terms and conditions. A copy of which can be obtained directly from the Operator or retail merchant. Vouchers or eGift Cards are valid in accordance with the product or merchant’s terms from the date of issue, this excludes attractions that have been booked for a specified date.
• Tour or Package commencing during a Special Event Period. These are non-refundable in all circumstances. This includes, but is not limited to, Trade Fairs, Public or National Holidays, School Holidays, New Year’s, Christmas, Easter, Ramadan.
• Other Tour Products & Services. If you cancel at least 7 calendar days in advance of the scheduled departure or commencement time, there is no cancellation fee. If you cancel between 3 and 6 calendar days in advance of the scheduled departure or commencement time, you will be charged a 50% cancellation fee. If you cancel within 2 calendar days of the scheduled departure or commencement time, you will be charged a 100% cancellation fee. These cancellation terms are subject to change and can be dependent on the individual tour operator/supplier.
• From time to time our suppliers and/or service providers can make changes to tour dates, prices, inclusions, coverage, age requirements, etc. As a result, ClubConnect reserves the right to cancel, change or substitute any service, tour, ticket or product that you have booked with us or through our affiliated websites, at any time, for any reason. i) In these cases, if you are not satisfied with the alternatives offered you are entitled to a full refund of the original purchase price. ii) When we are informed in advance by our agents, service providers and/or suppliers of a significant change to a booking and/or to a tour, product or event, ClubConnect makes every reasonable effort to notify the consumer, agent and/or distributor as appropriate, in order to amend or re-issue the booking where feasible.

A gift card is a physical card that is sent through the postal service. An eGift card is an electronic version of a physical card that can be ordered online and sent via email to the purchaser’s email address. eGift cards can then be redeemed for their value at participating card retail partners. eGift cards are more secure, avoiding the risk of lost and stolen gift cards. eGifts are more convenient and perfect for last minute gift giving, buy online and receive your eGift card via email in just minutes.

A card partner is the participating retailer you’re purchasing the eGift card from. We’ve partnered with some of Australia’s leading retailers, where you can pre purchase discounted eGift cards at some of your favourite stores. Your selected card partner will be able to assist you with your eGift card enquiries. Card partner contact details are available on the eGift card, on the card partner’s website or ‘Contact Us’ page.

Once you’ve purchased your selected eGift card on our website, we will email your eGift card to your nominated email address. Be sure to check your spam or junk mail folder as well, in case your eGift card email goes there.

After purchase, you will receive 2 emails. A receipt email and your eGift card in a separate email. Please note it may take up to 4 business hours for these emails to arrive in your inbox. If you think there is a delay, then we suggest you check your spam or junk folders. In some cases, emails can be delayed for reasons out of our control, such as: the recipients email address is full, there is a network outage with your email provider, some firewalls and security may delay the arrival of your eGift card email as well. If you have any concerns please contact us via the “contact us” page.

The simplest and easiest way to redeem your eGift card is straight from your mobile phone (iOS and Android).  Most card partners allow for eGift cards to be redeemed in store and online at their respective websites.

eGift cards are a great gift idea.  Perfect for birthdays, anniversaries, Christmas and corporate gifts. To gift an eGift card to someone special, please follow these simple steps:

• Select your chosen card partner (i.e. Harvey Norman, BCF, Rebel)
• Select your eGift card value and make payment for your eGift card.
• After you receive your eGift card purchase in your inbox, you can then email eGift card directly to your gift recipient or
• print it out and add it to a greeting card to hand to them personally.

A card balance means the unspent value on your eGift card.

For balance enquiries, customers can only obtain these details from the card partner.  Card partner contact details are available on the eGift card, on the card partners online website or ‘Contact Us’ page.

Your eGift card is valid at your chosen card partner only, but most card partners do provide eGift card redemptions in-store and online.

Your eGift card is valid for transactions only.  Any unused balance will be available to use via the eGift card only. Card partners will not provide any unused balance in cash or credit.

eGift cards are more safe and secure than physical gift cards. Firstly, check your email inbox (and spam or junk folder). Still can’t find it? Please contact your card partner who may be able to assist. Please treat your eGift card like you would cash, as most card partners do not provide refunds/replacements for lost or stolen eGift cards.

Firstly, check your email inbox (and spam or junk folder). Still can’t find it?  Please contact us info@clubconnect.au. You will be asked to provide the details of the email address you supplied at the time of purchase and verify a few details for secure.

The law requires that most gift cards or vouchers be sold with a mandatory minimum expiry period of three years. The period begins from the date a gift card is sold to a consumer. Businesses can choose to apply an expiry period longer than three years and no maximum expiry period applies. Each card partner has their own terms and conditions on usage of eGift cards. eGift cards can only be used within the validity period, and it is up to the card holder to use the full value within the validity period.

You can select from multiple options such as,$50, $75, $100 and $200 denominations for eGift cards. If you wish to purchase larger denominations, you can purchase multiple eGift cards (i.e. should you wish to provide a $400 eGift card as a gift, please add 2 x $200 eGift cards to your shopping cart).

Yes you can! You can add multiple eGift cards to your cart from the same card partner, or you can add multiple eGift cards from a range of card partners to your cart. Adding multiple eGift cards to your shopping cart ensures only one transaction, saving you the time it takes for multiple transactions.

Where the cost of the purchase exceeds the available card balance, the card holder will be required to make the difference with an alternate form of payment.  Using the above example, the $150 item can be purchased using the $100 eGift card and $50 from an alternative form of payment (i.e. cash, credit card or using another eGift card).  Please note this applies to participating retailers who accept split transactions, typically in store transactions only, as most online sites don’t support split payments.

Please contact your card partner, who can confirm their current exchange and returns policy.

eGift cards cannot be cancelled once they are issued, except if they are cancelled at the card partner’s discretion. Be sure to select the correct denomination and correct card partner before confirming your transaction.

All prices are in Australian dollars and include GST where applicable.

We accept online payments using VISA and Mastercard only.

There are no fees for using the eGift card. The entire balance on the card is for the card holder’s use. Please note though that some card partners may have a minimum transaction amount applicable.

No, eGift cards cannot be reloaded or have subsequent value added to it. Once your eGift card has reached a nil balance, it cannot be reactivated. For additional value to your eGift card, please purchase a separate eGift card.

There are no fees for using the eGift card. The entire balance on the card is for the card holder’s use. Please note though that some card partners may have a minimum transaction amount applicable.

Don’t worry as your eGift card is multi-usable. Continue using the eGift card until the value has been used up or the eGift card has expired. You can check your card balance by contacting your selected card partner.

No, once your eGift card has expired it cannot be reinstated.

No, your eGift card can only be used at your selected participating card retail partner.

No, eGift cards are nationally recognised in Australia. Most card partners also provide online shopping solutions.

eGift cards cannot be cancelled once they are issued, except if they are cancelled at the card partner’s discretion. Be sure to select the correct denomination and correct card partner before confirming your transaction.