Last updated: June 2, 2026
This Refund Policy explains how refunds are handled for bookings made through MetaHeight Travels (“we”, “us”), an independent travel agency. Because we book travel provided by third-party airlines, most refund outcomes are governed by the rules of the operating airline and the specific fare you purchase, together with your rights under the Australian Consumer Law (ACL), contained in the Competition and Consumer Act 2010 and regulated by the ACCC.
Your Cancellation Rights (Australia)
There is no fixed statutory cooling-off period for flights in Australia and no automatic right to cancel a booked flight for a refund — cancellation depends on the airline’s fare rules. We will always confirm what your fare permits before you book and before you cancel.
Consumer Guarantees (ACL)
Under the Australian Consumer Law, services come with consumer guarantees that cannot be excluded. If a service has a major failure — for example the airline cancels your flight or fails to provide the service you paid for — you may be entitled to a refund rather than only a credit or voucher. Whether a refund or another remedy applies depends on the nature of the failure.
The ACCC publishes guidance on travel refunds and consumer rights. We will help you understand and pursue the remedy you are entitled to.
Refundable vs. Non-Refundable Fares
- Refundable fares can typically be cancelled for a refund of the airfare, minus any fees disclosed at the time of booking.
- Non-refundable fares usually do not qualify for a cash refund for change-of-mind, though you may be able to reclaim certain unused taxes and charges; the airline may instead offer a travel credit or voucher, subject to its rules.
- Your consumer guarantees under the ACL apply regardless of the fare type where there has been a major failure to provide the service.
- Partially refundable fares may return a portion of the fare. We confirm the specifics for your ticket before you cancel.
Travel Agent Accreditation (ATAS)
Travel agents in Australia are no longer government-licensed (the former Travel Compensation Fund and state licensing ended in 2014). Many agents hold voluntary accreditation under the AFTA Travel Accreditation Scheme (ATAS). We will tell you what accreditation and protection applies to your booking. We recommend considering travel insurance, as airline insolvency and many disruptions are not otherwise automatically covered.
Service Fees
Any service fee charged by MetaHeight Travels for booking, changes or processing is disclosed to you before purchase. Such service fees are separate from the airline’s charges and are generally non-refundable once the related service has been performed, except where required by law (including the ACL).
Airline-imposed fees and fare differences are set by the airline and are not within our control.
How to Request a Refund
- Call us on +61 370 742658, or email contact@metaheighttravels.online with your booking reference.
- We will confirm your eligibility and the expected refund amount in writing.
- With your approval, we submit the request to the airline and, where applicable, process our portion.
- We keep you updated until the refund is completed.
Refund Timing
Refund processing times are set by the airlines and payment providers. For eligible card payments, refunds are often issued within a number of weeks of approval; some airline refunds can take longer. We will provide an estimate based on your airline and follow up on your behalf.
Complaints
If you are unhappy with how we have handled a refund, please contact us first so we can put it right. If we cannot resolve it, you may be able to raise the matter with the ACCC or your state or territory consumer protection / fair trading agency.
Contact
Questions about this policy? Call +61 370 742658 or email contact@metaheighttravels.online.
This Refund Policy is provided for general information and is a template intended to be reviewed by qualified legal counsel before use. It is not legal advice and does not replace the binding fare rules of the operating airline or applicable law.