Terms & Conditions

31 March 2020

TERMS AND CONDITIONS

How to book

  1. Either book online, phone our team or email us to confirm availability.  Once a booking has been made, we will forward a confirmation of the booking along. 
  2. Scheduled classes bookings and gift vouchers are not confirmed until a full payment has been received.
  3. Private and corporate bookings, food tours and catering are not confirmed until a deposit payment has been received.

Gift card and vouchers

  1. Gift cards are available for purchase on our website www.otaokitchen.com.au
  2. If you buy our cooking classes, tour and event voucher(s) after April 30th 2018, your voucher(s) will have Three Year Expiry Date.
  3. Your voucher(s) are guaranteed for One Year Post Purchase for the same experience.
  4. If beyond one year the experience price has increased, the difference will need to be paid directly to us upon booking.
  5. If beyond one year this experience is no longer available, the value of the experience can be used as Otao Kitchen Gift Credit. Please contact us by email hello@otaokitchen.com.au with your order number.
  6. If you have any queries regarding your voucher balance or expiry date please call 0408 217 899.
  7. When purchasing a gift e-voucher, you will receive confirmation of placing the order via email. The gift voucher and a e-receipt will be delivered to the receiver via email within minutes of placing the order. If you do not receive the confirmation email or gift voucher within this time, please check your spam folder or email us at hello@otaokitchen.com.au
  8. Please ensure you keep your receipt as proof of purchase in case of any queries.
  9. The gift voucher may not be exchanged for cash and no cash change will be provided. If the class purchased totals less than the value of the gift voucher amount, any balance will remain on the gift voucher and will be redeemable against future bookings and beverages consumed. Change in the form of currency or credit or debit cards cannot be provided.
  10. Otao Kitchen cannot accept responsibility for lost gift vouchers or e-voucher codes.
  11. When redeeming the gift voucher enter the gift voucher code into the website within the required section at checkout.
  12. If you have a voucher with a charity, fund raising and donation, these vouchers expiry date maybe shorter.  Being in the cooking and food event business gives us many opportunities to get involved in the community locally and something we at Otao kitchen all embrace and get pleasure from. We enjoy sponsoring schools as much as the arts and its always gratifying to support many charities, social causes and local fundraisers. As much as we would like to say “yes” to all requests for assistance with fundraisers we have limitations.

Payment Detail

  1. All pricing is in Australian dollars and quoted on a per person basis. 
  2. Payment may be made by direct deposit, or credit card with small fees. These fees are subject to change.

Pricing

  1. Prices are quoted on a seasonal basis. Please refer to your rates for current prices.
  2. Pricing includes all food, the use of aprons and equipment and qualified cooking instructors.
  3. We offer complimentary wine with dinner.  No price reduction is available for guests who choose not to avail themselves of a glass of wine.

Cancellation by Guest

  1. The date of cancellation is the date that Otao kitchen receives written notice of the cancellation
  2. For cancellations made more than 28 days prior to departure, a fee of 12.5% per person will be charged;
  3. For all cancellations made inside between 7-28 days prior to departure, no refund is available; however, you may be able to reschedule your booking; If you give us less than 7 day-notice, we are unable to offer any refunds and you will be charged $
  4. Cancellation, with no refund, will take effect if you fail to arrive at the venue at the time stipulated.
  5. No refund will be paid if you voluntarily leave your class after it has commenced. No refund will be paid if you need to leave the walk for reasons of bereavement, injury or illness.  Travel insurance and medical insurance are therefore strongly recommended.

Reschedule a Booking by Guest

  1. For rescheduling made more than 7 days prior to departure, there is no charge change your departure date.
  2. For postponements made between 7 days prior to departure, there is a 35% charge to change the departure date. The money will be used to pay rostered staff and some small costs.
  3. We do not accept rescheduling to bookings on the event day. Travel insurance and medical insurance are therefore strongly recommended.

Cancellation by Otao kitchen

  1. All of our experiences and events take place indoor settings.  We will under no circumstance knowingly place at risk the health and well-being of our guests and staff.  In the case of natural threats, acts of God and the like (e.g. bushfires, flood, pandemics, etc) we may need to cancel experiences and events with very little notice. 
  2. In some cases, this can occur after the experiences and events has commenced.  If we need to cancel for any reason, we will fully refund the cost of the experiences and events or provide a replacement experiences and events at a later date convenient to both parties.  Any other costs associated with travel to the designated pick up point, overnight accommodation, meals, etc will not be covered by us and therefore we strongly recommend travel insurance be taken out prior to travel. 
  3. We reserve the right to cancel any experiences and events up to 5 days prior to departure in which event a full refund will be made but all experiences and events are guaranteed to depart once a minimum of 5 people are confirmed. 
  4. No experiences and events will be cancelled inside 5 days and every effort will be made to consolidate numbers so that the booked experiences and events will successfully start.   

Complaint and Feedback

  1. Feedback on the quality of the class you experienced, components individually and/or as a whole are used to improve the delivery of our classes in future. General feedback will be passed back to our trainers and other staff, where relevant, but will not contain individual customer details.
  2. If you have a complaint about your class, please inform your trainer or other staff member at the time, in order that they can attempt to rectify the matter. If satisfaction is not reached by these means, then any further complaint should be put in writing to us within 14 days after your class.
  3. If you would like to make a complaint in writing you can email us or mail your complaint to 360 Victoria Street, Richmond VIC 3121. OTAO Kitchen will respond to your complaint within 7 business days. 

Insurance

  1. We recommend you to take out insurance in the strongest possible terms. 
  2. When selecting an insurance product, please ensure that it provides cover against personal accidents or injury, medical expenses, emergency repatriation and personal liability, cancellation for any reason including bereavement, delayed flights, lost luggage and personal effects.

Indemnity Form

  1. When booking experiences and events, we require that all guests indemnify the company (Otao kitchen), its servants and agents or any of them from and against all costs, claims, actions, demands and liability whatsoever and howsoever arising from or in any way connected with us including such costs, claims, actions, demands or statutory duty or otherwise on the part of the Company, or any of its servants or agents, and including any liability in respect of or related to your death, personal injury or loss of or damage to any property owned or possessed by you.

Health and Fitness Requirements

  1. You will follow all of our hygiene and safety procedures. We recommend that you wear practical clothing, including shoes that cover your toes, a minimal amount of jewellery and hair tied back where necessary.
  2. You will let us know and you should not attend if you have been ill or become ill in the 48 hours before the session with any diseases e.g. colds and flu; diarrhoea, vomiting; and other infections. This is to protect all our guests as these illnesses can be spread through food.
  3. In the event that you are unwell we ask that you send someone in your place, or we will give you credit to join later. You must send us a doctor certificate copy if you are sick to get the credit.
  4. The participants who are not unwell will still be expected to attend.
  5. You may be refused admission if we suspect that you are under the influence of alcohol or any other substance, are ill with a communicable disease or that you are engaging in inappropriate behaviour. You will consume any alcohol offered responsibly.

Limitation of Liability 

  1. The Company does not exclude or limit the application of any provision of any statute (including TPA) where to do so would: contravene that statute; or
  2. cause any part of this contract to be void.
  3. Except to the extent clause above applies, and to the extent permitted by law, the Company excludes all: statutory liability;  tortious liability (including negligence); conditions and warranties implied by custom, the general law or statute; and  liability for:  all special, indirect, incidental, consequential or punitive damage; and economic loss, loss of profits, loss of revenue, loss of bargain, loss of goodwill, loss of anticipated savings, or loss of use of products or equipment, arising out of or relating to these terms and conditions, the walk, or any failure to supply or delay in supplying the walk, whether or not the Company was aware or should have been aware of the possibility of such loss or damage.
  4. The Company’s liability to you for any breach of any express or implied provision of these terms and conditions is limited, at the Company’s option, to:  refunding the price of the goods or services in respect of which the breach occurred; or providing, replacing or repairing those goods or providing those services again.
  5. You must indemnify and hold harmless the Company and each of its officers, employees and contractors against any losses, costs, claims, damages, expenses, liabilities, proceedings or demands which any of them may directly or indirectly incur or suffer as a consequence of any breach by you of your obligations under these terms and conditions.
  6. Survival and merger No term merges on completion of any transaction contemplated by these terms and conditions.

Force Majeure

  1. Force Majeure means the occurrence of an event that is beyond OTAO KITCHEN’s reasonable control and which could not have been reasonably prevented by OTAO KITCHEN such as war, armed conflict, criminal damage, riot, civil strife, industrial dispute, terrorist activity or the threat of any such acts; natural disaster (including but not limited to flooding, fire, earthquake, landslide), adverse weather conditions, high or low water levels; nuclear or other industrial accident causing environmental pollution or contamination; or change in law, meaning, enactment, amendment (including repeal) in the law or administration of any law in Australia or any jurisdiction or territory relevant to the booking contract, which includes changes in statute, regulation, determination, by-law, declaration, licence and the common law as applicable from time to time.
  2. Termination of Booking Contract or Change of Arrangements Due to Force Majeure. If OTAO KITCHEN, in its reasonable opinion, considers that any Force Majeure event prevents OTAO KITCHEN from lawfully or safely providing any products or services subject of the booking contract with you, OTAO KITCHEN may immediately by written notice: terminate the booking in whole or in part; change your arrangements as reasonably practicable to ensure your safety and invoice you for any additional costs.
  3. Limitation of Liability in the Event of Force Majeure. In the event that OTAO KITCHEN cancels or changes your travel arrangements in any way due to a Force Majeure event, OTAO KITCHEN will not be liable to you in contract, tort, statute or restitution for any loss, damage, costs, charges, expenses or injury resulting from or in connection with  whether directly or indirect.
  4. The cancellation or change to your travel arrangements; or the Force Majeure event. OTAO KITCHEN is not liable to refund any part of the deposit or purchase price paid by you if OTAO KITCHEN subsequently changes or cancels your travel arrangements in connection with a Force Majeure event. Force Majeure events are unpredictable and beyond OTAO KITCHEN’s control. It is your responsibility to purchase insurance to adequately protect yourself against these risks.

Jurisdiction

  1. The law of the state in which the experiences and events takes place shall apply to this Contract.

Acknowledgement

  1. If the person books our experiences and events on behalf of a Guest or an Organization or Business warrants and assures the Company that he or she has full power and authority to bind the Guest or the Organisation or the Business to the terms of this Contract.
  2. You acknowledge that the Company has relied on the representations made by you in relation to if relevant, your authority to sign this Contract, your circumstances, travel insurance availability, age and medical condition which representations you hereby confirm and warrant are true, correct and complete in every respect.

Privacy Acts

  1. It is essential for OTAO Kitchen to have your name, current telephone number, address and/or email. If required, we will notify you of a cancelled class as soon as is practical.
  2. Please inform OTAO Kitchen immediately if your contact details change. If you have signed up for an online membership, you can log in and update your personal details yourself.
  3. Legislation governs the release of private information. Information about you may not be given to any person or organisation outside of OTAO without your authorisation, except in an emergency, where there is a risk to the general public, or where required by law. In such cases, the owner or nominee must authorise the release of information.

Copyright Acts

  1. Images of you might be taken during classes and might be used for advertising and/or promotional purposes. By coming to the experiences and events, you grant OTAO Kitchen a perpetual, royalty-free, worldwide, irrevocable license to use such image/s for publicity and promotional purposes.
  2. At the time of registration, you may include in the option to receive future offers and updates from Otao kitchen by email and/or SMS. Your personal information will be kept in a secure database.
  3. You may also include in photos and videos of you in our cooking classes and events for the business marketing purposes. You may opt-out at any time by letting us know by email or telephone. 

Scheduled cooking class bookings

  1. Except when we specify our kid and school experiences, classes and events, only people over 16 years old. They must also attend and be supervised by an adult at all times. The adult must supervise the children throughout and assist the child during the cookery class if required.
  2. Alcohol will only be served to those who are 18 and over. Proof of age will be required for all that attend our adult classes.
  3. Children aged 8 years old and above may attend specific classes. They must be able to reach and work unassisted without the use of a stool, prop or and other object to raise the child at the height of a standard kitchen surface 90cm to participate. In order to avoid disappointment please check the height of your child and those attending a party that you have organised that all children meet the requirement.
  4. You will be paid full amount of the experience, the class or the event before you join. We have no refund policy meaning you will only be able to get credit for your class to use later.
  5. For rescheduling made more than 7 days prior to departure, there is no charge change your departure date. For rescheduling made between 7 days prior to departure, there is a 35% charge to change the departure date. The money will be used to pay rostered staff and some small costs.
  6. We do not accept rescheduling to bookings on the event day. Travel insurance and medical insurance are therefore strongly recommended.
  7. You will let us know your food allergies. Ingredients may have been manufactured on shared equipment with wheat, dairy, eggs, nuts, fish, soya and shellfish and other allergens. Please highlight upon booking with any food allergies. You agree to take into account the dietary restrictions of anyone who may consume the meal prepared at the class by leaving out any foods that may cause harm to the people who will be eating the food you prepare
  8. You will let us know and you should not attend if you have been ill or become ill in the 48 hours before the session with any diseases e.g. colds and flu; diarrhea, vomiting; and other infections. This is to protect all our guests as these illnesses can be spread through food. In the event that you are unwell we ask that you send someone in your place. The participants who are not unwell will still be expected to attend.
  9. You will arrive 10 minutes ahead of the scheduled start time of your class. We recommend that you wear practical clothing, including shoes that cover your toes, a minimal amount of jewelry and hair tied back where necessary.
  10. You may be refused admission if we suspect that you are under the influence of alcohol or any other substance, are ill with a communicable disease or that you are engaging in inappropriate behavior. You will consume any alcohol offered responsibly.
  11. You will follow all of our hygiene and safety procedures, our instructions for the preparation, cooking and eating of the meals as well as transportation, storage, heating and consumption. We are not responsible for your left over to take home if you get sick because of transportation or other things.
  12. In some situations, Otao kitchen may have to cancel a class due to operational issues or less than 5 bookings. We will offer you to make an alternate booking (date/time/class) or fully refund you.
  13. You may be photographed and/or filmed during your class and Otao Kitchen Limited may use your name and any photographs and/or recordings featuring you, and may cut, edit and adapt the same as necessary, for use in website, for promotional uses, by means of any and all media, worldwide and in perpetuity.
  14. You release us from all claims, damages and causes of action or liabilities which may arise as a result of your preparation, storage and consumption of food taken home from your classes, except if solely due to our negligence.
  15. Without exception, you will indemnify and hold us and our employees harmless from all responsibility for any loss of personal property whilst at the store, or for any injuries or damages you sustain or, or that anyone affiliated with or connected with you in any way may sustain, in connection with or resulting directly or indirectly from your preparation of the our food, save where such injuries or damages arise as a result of our negligence; and
  16. Our liability to you shall not exceed the total price charged for any sessions/classes booked. Nothing in these terms and conditions excludes our liability to you for personal injury or death caused by our negligence.

Additional terms and conditions for school groups, private, team building and corporate bookings

  1. A minimum charge of $1,200 is applied to all group bookings.
  2. If your group number falls below the minimum spend the minimum spend is applied.
  3. Full payment is required at the time of booking for events within 14-day of the event date.
  4. A deposit of $500 is due to confirm your booking in advance longer than 14 days. The balance is due 7 days before the event, upon confirmation of the guest number and their dietary requirements.
  5. If cancellation is made of more than 14-day notice, we will refund 50% your deposit.
  6. If a cancellation is made between 7-14 days prior to the event, we will issue no refund of your deposit, however, you can reschedule your booking later.
  7. For a cancellation is made within 7 days, no refund will take effect and you will have to pay for the minimum charge $1,200.
  8. If your group voluntarily leave or not show up to the event on the day, no refund will take effect.
  9. If you need to leave the class for reasons of bereavement, injury or illness, no refund will be paid.  Insurance and medical insurance are therefore strongly recommended.
  10. Payment may be made via credit or debit card, cash or by invoice.
  11. Final numbers and dietary requirements for your session must be confirmed no later than 7-day prior to the start time of the cookery session in order to give us enough time to pre-order the necessary ingredients and staff. If you would like to increase the number of participants after this time, please email us hello@otaokitchen.com.au to discuss and we will do the best to accommodate you.

Additional terms and conditions for kitchen and venue hire

  1. You must comply with the Food Act 2001 (ACT), the Food Regulation 2002 and the Australia New Zealand Food Standards Code when preparing food intended for sale. If your food business conducted by volunteers for a for a community organisation to raise funds for one or more of the following purposes may be exempt from the Food Act 2001.
  2. You will follow all of our hygiene and safety procedures. We recommend that you wear practical clothing, including shoes that cover your toes, a minimal amount of jewellery and hair tied back where necessary.
  3. You will arrive no later than the scheduled start time of your booking. Late arrivals may miss the health and safety briefing and may not be allowed to join the session.
  4. Individuals will not attend if they have been ill or become ill in the 48 hours before your session with any diseases e.g. colds and flu; diarrhoea, vomiting; and other infections. This is to protect all guests and staff as these sorts of illnesses can be spread through food.
  5. We may be refused admission if we suspect that you are under the influence of alcohol or any other substance, are ill with a communicable disease or that you are engaging in inappropriate behaviour.
  6. We reserve the right, at our absolute discretion, to remove any participant whose behaviour is disruptive or inappropriate or that we suspect is uncontrollable under the influence of alcohol or any other substance. You, as the booking organiser shall be held responsible for any loss of, or damage to our property caused by group participants.
  7. By law you may not sell alcohol at our venue. You must let us know if you sell liquor as this would trouble you and us.
  8. Following your class, you will follow all our instructions for the preparation/cooking of the meals, transportation, storage, heating and consumption (where applicable).
  9. You may be photographed and/or filmed during your time at Otao kitchen. Your name and any photographs and/or recordings featuring you may be use on website, for promotional uses, by means of any and all media, worldwide and in perpetuity.
  10. You release us from all claims, damages and causes of action or liabilities which may arise as a result of your preparation, storage and consumption of food taken home from your event, except if solely due to our negligence;
  11. Without exception, you will indemnify and hold us and our employees harmless from all responsibility for any loss of personal property whilst at the store, or for any injuries or damages you sustain or, or that anyone affiliated with or connected with you in any way may sustain, in connection with or resulting directly or indirectly from your preparation of the our food, save where such injuries or damages arise as a result of our negligence; and
  12. Our liability to you shall not exceed the total price charged for any sessions/classes booked. Nothing in these terms and conditions excludes our liability to you for personal injury or death caused by our negligence.
  13. We may require you to pay a cleaning deposit and the fee will be refunded when the venue is left with clean and tidy.

Hirer Responsibilities

  • Persons wishing to hire the kitchen must be over 18 years of age. Proof of identity must be provided.
  • Children under the age of 18 years and pets (including companion animals and guide dogs) are not permitted in the kitchen.
  • The hirer will be the person responsible for actively supervising the use of the kitchen and will be responsible for cleaning the kitchen following the event and any damage done to the kitchen during their period of hire.
  • The hire of the kitchen must not be assigned or transferred to any other person, persons, business or organisation/agency without prior written permission being received from Centre Management.
  • Hirers must ensure that the Hire Agreement and any specific arrangements or instructions are complied with at all times.
  • Hirers must agree that any damaged incurred or loss of property will be the responsibility of the hirer. The kitchen will be inspected after use and additional charges may be imposed if the hirer has not adhered to the hire agreement.
  • Hirers must use the facility from 6-10pm. We will organise with the hirer for access into the building for time you hire thee kitchen for.
  • Street parking is available please observe the sign.
  • Smoking I not permit within the kitchen facility including the back yard.
  • Hirers using the kitchen after hours are responsible for the locking the kitchen door following completion of the event.
  • It is the responsibility of the hirer to obtain public liability insurance. If the hirer is holding a public event, the hirer will be required to provide evidence of public liability insurance to a value of $20 million.
  • Otao kitchen shall not be held responsible for any personal property placed in or left in the Kitchen
  • Please be aware that the kitchen is close to residents, government and community offices and due consideration must be given to nearby tenants. Excessive noise may incur a period of hiring suspension.
  • Organisations who hire the kitchen must do so only for the stated purpose which must be lawful and conducted in a manner that does not disrupt or inconvenience other users.
  • You must supply own pots, pans, crockery, cutlery and other utensils required for food preparation and service; provide a probe thermostat to maintain appropriate food temperatures; provide their own cooking oil and remove and appropriately. dispose of the cooking oil at the end of the hire period cooking oil is not to be tipped down the drains in the kitchen or any drains located in or around facility; ensure all electrical appliances provided by hirer to be used on site meets Australian Standards; only use cooking equipment under the exhaust fans (exhaust fans must be turned on at all times while cooking); vacate the kitchen promptly and lock the kitchen at the end of the hire period; and participate in a post hire inspection of the kitchen.

Otao Kitchen can provide

  1. Cleaning equipment and products
  2. Limited pots, pans, rice cooker, presser cookers
  3. Limited kitchen utensils
  4. Oven and stove
  5. Fridge and Freezer spaces
  6. Dish washing machine
  7. Plates and cutlery for 20 people
  8. Wine glasses and water glass for 20 people
  9. Cleaner if require – $50+GST min 2 hours.
  10. Chef if require - $95+GST min 4 hours

Bookings and Cancellations for Kitchen - Venue Hire Bookings

  1. Bookings can be made by contacting us hello@otaokitchen.com.au with date, time to start and time to finish.
  2. Payment in full is required at the time of booking to reserve or hold your booking. Payment may be made via credit or debit card, cash or by bank transfer.
  3. If you give us more than 28 day-notice prior to the booking date, we will refund 100% of your payment
  4. If you give us less than 7 to 14 day-notice, we will refund you 65% of your payment
  5. If you give us less than 7 day-notice, we are unable to offer any refunds.
  6. Final numbers and dietary requirements for your session must be confirmed no later than 7-day prior to the start time of the cookery session in order to give us enough time to pre-order the necessary ingredients and staff. If you would like to increase the number of participants after this time, please email us hello@otaokitchen.com.au to discuss and we will do the best to accommodate you.
  7. Otao Kitchen reserves the right to cancel or refuse bookings at any time. In such cases all monies will be repaid and we will not be liable to compensate the hirer or any other entity for any losses which may be suffered or for any costs associated with relocating the event.

Additional terms and conditions for social media competition

  1. By entering the Competition you are bound by these terms. Competition open to Australian residents only of 18 years or older and excludes any employees and contractors of the Otao kitchen.
  2. All entries must be submitted via the Otao Kitchen Facebook, Twitter or Instagram page and must include a tag into relevant Otaokitchen handle.
  3. The competition will begin and will be finish by us. Entries will close at 23:59 on the last day of the competition.
  4. Otao Kitchen social media team will pick a favourite multimedia item from all eligible entries, at their sole discretion, whose decision shall be final.
  5. The winner will be contacted via the social media platform they entered on within 24 hours of competition closing. If the winner doesn’t respond within 3 days, Otao kitchen shall be entitled to select another winner.
  6. Winners will receive a cooking class value voucher to spend a class with tickets available. Prize does not include any travel or additional costs that may be accrued.
  7. Advanced booking is required and is subject to availability.
  8. The prize has no cash value and it cannot be sold, transferred, exchanged for cash or combined with any other offer, promotion or discount. No purchase necessary.
  9. Otao Kitchen reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, this Competition with or without prior notice due to reasons outside its control (including, without limitation, in the case of anticipated, suspected or actual fraud).
  10. The decision of Otao Kitchen in all matters under its control is final and binding and no correspondence will be entered into.
  11. Nothing in these Rules shall exclude Otao Kitchen liability for death, personal injury, fraud or fraudulent misrepresentation as a result of its negligence.
  12. Save as set out above, Otao Kitchen accepts no responsibility for any damage, loss, liabilities, injury or disappointment incurred or suffered by you as a result of entering the Competition or accepting the prize.
  13. Otao Kitchen further disclaims liability for any injury or damage to your or any other person’s computer relating to or resulting from participation in or downloading any materials in connection with the Competition.
  14. The Competition and the Rules shall be governed by and construed in accordance with the law of Victoria Australia.

Terms and conditions for overseas food tour

  1. General Information. The following terms and conditions form the basis of your contract with Otao Kitchen Ply Ltd. Please read them carefully as they set out your and our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read this booking condition and you agree to them and that you agree to them applying to your holiday arrangements that you book with us. References in these booking conditions to your “food experience”, “food tour” and “holiday package” are references tour package you have booked with Otao Kitchen.
  2. Price and Discounts. Your booking price will be set out on this website unless it is varied by advertising or a special offer, including government taxes and charges, exchange rates, fuel surcharges, airline charges, a force majeure event or other material changes by suppliers.
  3. Deposits. Once you pay your deposit your tour package price is guaranteed. A deposit per person, per tour package is required within seven days of booking confirmation.
  4. Payments. Final payment of the balance of your Tour Package price is due 90 days prior to departure unless stated in the terms of a special offer. OTAO KITCHEN reserves the right to cancel any ticket or booking or to refuse to carry any passenger where payment has not been received by OTAO KITCHEN within the specified time. Payment in full is required at time of booking for reservations made less than 90 days before departure from your country of origin. If you pay OTAO KITCHEN by credit card credit card surcharges of between 2- 3% will be added your tour price.
  5. Refund. If OTAO KITCHEN is unable to confirm your reservation, all payment will be refunded.
  6. Travelling with Children. Children under ten years of age are not recommended on our group tours but you can book private tour. Children under 18 years of age must be accompanied by an adult and share their accommodation with an adult.
  7. Included in Tour Package Price. Please refer to our product page for each product
  8. Not Included in Tour Price. Airfares unless we specify in your offer. Airport taxes, laundry, passport and visa fees. Food not on the regular scheduled menu. Drinks may or may not be included as indicated in your itinerary. Excess baggage, fuel surcharges. And optional excursions and gratuities not specified in your itinerary. 
  9. Transfers. Where stated, airport transfers are included on the first and last day of the Tour Package at designated times. No refund will be given for unused transfers. Transfers cannot be re-routed to other pick-up points or destinations. Passengers who miss the pre-booked transfers must make their own way to the hotel at their own expense. Some Tour Packages include group transfers from or in between airports/hotels and vice versa. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group. To maximise your enjoyment of your OTAO KITCHEN tour and to ensure that it lives up to your expectations it is important that you choose the right Tour Package for you. Our qualified staff are available to discuss your options.
  10. Choosing your Holiday. To maximise your enjoyment of your OTAO KITCHEN tour and to ensure that it lives up to your expectations it is important that you choose the right Tour Package for you. 
  11. Gratuities. Have NOT included for all staff on all OTAO KITCHEN Tours.
  12. Accommodation. International hotels are often smaller than those in Australia and NZ. In more remote places, hotel standards may not be quite as high as in major city. OTAO KITCHEN endeavours to utilise the most suitable accommodation available in each destination to ensure that passengers enjoy high levels of cleanliness, comfort and service. The hotels listed will be used on almost all Tour Packages, however, if a change is necessary for any reason, OTAO KITCHEN will endeavour to ensure that alternative accommodation is of an equivalent standard to those shown. Hotel rooms are generally not available for check-in before 3 pm and require check-out by 10 am. Twin or Double Rooms. Accommodation in all hotels, regardless of the rating, is in standard rooms based on twins or doubles unless otherwise stated.
  13. Solo Travelers. A limited number of single rooms may be available by request at time of booking your Tour Package. Single rooms are usually smaller than standard twin or double rooms and often only have one single bed.
  14. Passengers Needing Special Assistance. OTAO KITCHEN welcomes passengers with disabilities or special needs provided they are accompanied by a companion capable of providing all necessary assistance. Any disability or medical condition requiring special attention must be reported to OTAO KITCHEN at the time of booking. It is the customer’s responsibility to advise us of your circumstances to ensure the selected tour is suited to your individual needs. OTAO KITCHEN is not responsible for any loss of enjoyment, loss of touring or loss of monies should the customer be unable to participate in the tour or in any or all of the activities. Any costs incurred as a consequence of the customer’s need to return home as a result of non-disclosure are the customer’s sole responsibility. OTAO KITCHEN will make reasonable efforts to accommodate the special needs of disabled passengers, but is not responsible for any denial of services by carriers, hotels, trains, restaurants or other independent suppliers, or for any additional associated expenses. OTAO KITCHEN is unable to provide individual assistance to any passenger for walking, dining, boarding or alighting coaches or other transportation vehicles or other personal needs.
  15. General Health and Fitness. A good level of fitness and health is required to participate on OTAO KITCHEN’s Tour Packages. MOST destinations there are extensive sightseeing excursions by foot and which includes climbing of stairs. Mobility is needed boarding or alighting coaches, river cruise ships and planes. We recommend a visit to the doctor and dentist before travelling to overseas destinations. It is your responsibility to advise OTAO KITCHEN of any pre-existing medical conditions or health and mobility related concerns that may affect the normal conduct of a Tour Package and the enjoyment of other passengers.
  16. Visa and Passports. All passengers must have a valid passport that is valid for at least six months after the Tour Package return date. Passengers must consult with the appropriate consulates to ensure that they have any applicable visas for countries included in the Tour Package prior to departure. Passengers are solely responsible for meeting necessary passport and visa entry requirements and paying all associated costs. OTAO KITCHEN is not responsible for delays or missed portions of the Tour Package resulting from incorrect travel documents or visas
  17. Public holidays/festivals. The countries we travel to have public holidays, religious or otherwise.The festivities may temporarily disrupt your holiday and some religious holidays may result in a reduction of facilities and entertainment
  18. Special offers. Tour Packages included in our late bookings with promotions or special offers are also featured in OTAO KITCHEN’s website. Late booking promotions and special offers do not apply to existing bookings unless otherwise stated.
  19. Airfares.  Air travel is often arranged with independent airlines by our choosen travel agents. OTAO KITCHEN will arrange air travel as advertised in connection with you Tour Package or otherwise arranged with OTAO KITCHEN. All airfares are subject to flight and booking class availability. Airfares will be booked and ticketed upon receipt of your deposit to avoid price or tax increases. Airport taxes vary for each departure point and routing of airline. Airline schedules are subject to change without notice. Once air tickets are issued, airline amendment and/or cancellation fees apply and, in some cases, are non-refundable.Name changes and voluntary date and schedule changes will incur fees. OTAO KITCHEN is not liable for delays or disruptions of air travel. Once tickets are issued OTAO KITCHEN will have no other liability and will not be responsible for refunding the cost of any services booked in conjunction with the flights.
  20. Out of Date Range Flights If airlines have not published their schedule at the time of booking, OTAO KITCHEN will estimate the cost of airfares connected with your Tour Package. When the airline releases flight inventory and airfares, OTAO KITCHEN will confirm seats and pricing to you by sending you an updated invoice. Once flights have been confirmed by you and payment has been received OTAO KITCHEN will issue your ticket/s.
  21. Travel Insurance. Travel Insurance is not included in your Tour Package. For your protection we strongly recommend that you purchase comprehensive travel insurance that includes (without limitation) coverage for medical expenses, loss of luggage, cruise and land content and airfare charges that may occur due to cancellation, disruption, loss of deposit or strikes.
  22. Travel information and documents. After booking you will receive an invoice with all important information relevant to your Tour Package. We strongly recommend you check the details carefully and read the included information. Please ensure that you check your flight timings carefully on your tickets, particularly early am departures. Approximately 21 days before departure you will receive your e-ticket together with your final itinerary. However in the case of late bookings, charges or late payment, tickets may be emailed to you.
  23. Special Requests. Where a special request (eg. diet, room location, twin or double bedded room, a particular facility at a hotel, flight seat requests and/or particular meals) is an important factor in your choice of holiday, you must advise us when your booking is made. OTAO KITCHEN will pass your request onto the hotel, airline or other supplier but cannot guarantee that it will be accommodated. OTAO KITCHEN will also pass on any dietary requests to the airline but we strongly recommend that you check directly with the airline once your tickets have been issued. The provision of any special request does not constitute a term of your contract with us. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
  24. Changes or Additions to Your Holiday If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the person who made the original booking, or his or her travel agent. If it is possible to make the change, it will be subject to an administration charge and payment of any further costs incurred as a result of the change.
  25. Tour Package Cancellation Policy For all Tour Packages the following OTAO KITCHEN cancellation fees apply: 90 days or more – Loss of Tour Package deposit. 90-61 days – 50% of Tour Package price]. 60 days or less  – 100% of Tour Package price. All cancellations must be received in writing by OTAO KITCHEN and are not effective until this notification has been received. If your holiday has commenced, 100% of the full Tour Package price is charged. There is no refund for unused services or if portions of the Tour Package are missed. Additional cancellation fees may also be charged in respect of accommodation reserved outside the Tour Package dates. These cancellation fees are in addition to any fees that may be levied by OTAO KITCHEN and your travel agent (if any). You acknowledge that the amounts estimated under the Cancellation Policy are reasonable and represent a genuine pre-estimate of OTAO KITCHEN’s loss. If you request changes after OTAO KITCHEN has issued your documents, OTAO KITCHEN may charge you a fee of AUD$70 per person in addition to any applicable cancellation fees.
  26. Cancellation of Airfares. Scheduled airlines normally regard name changes and changes to departure dates as a cancellation and rebooking which may attract a cancellation fee. Applicable cancellation fees may amount to 100% of the airfare.
  27. Flight Changes. The flight timings shown in our brochure, on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. Flight timings are set by airlines and affected by events outside our control. OTAO KITCHEN will advise you of any significant changes as soon as it is informed by the airline. Minor timing changes will be shown on your flight tickets. Any change in the identity of the airline, flight timings or aircraft type (if advised) will not entitle you to cancel or change to other arrangements without paying any applicable cancellation fees except where specified in these booking conditions.
  28. If We Change or Cancel Your Holiday Before Your Departure. OTAO KITCHEN endeavours to provide you with all the services confirmed to you at the time of your booking. However, we plan arrangements a long time in advance of your departure date using independent suppliers such as airline, hotels etc., over whom we have no direct control. On occasions changes do have to be made, and OTAO KITCHEN reserves the right to cancel or amend Tour Packages/excursions accordingly.
  29. Force Majeure Cancellation. Force Majeure means the occurrence of an event that is beyond OTAO KITCHEN’s reasonable control and which could not have been reasonably prevented by OTAO KITCHEN such as war, armed conflict, criminal damage, riot, civil strife, industrial dispute, terrorist activity or the threat of any such acts; natural disaster (including but not limited to flooding, fire, earthquake, landslide), adverse weather conditions, high or low water levels; nuclear or other industrial accident causing environmental pollution or contamination; or change in law, meaning, enactment, amendment (including repeal) in the law or administration of any law in Australia or any jurisdiction or territory relevant to the booking contract, which includes changes in statute, regulation, determination, by-law, declaration, licence and the common law as applicable from time to time.
  30. Termination of Booking Contract or Change of Travel Arrangements Due to Force Majeure. If OTAO KITCHEN, in its reasonable opinion, considers that any Force Majeure event prevents OTAO KITCHEN from lawfully or safely providing any products or services subject of the booking contract with you, OTAO KITCHEN may immediately by written notice: terminate the booking contract in whole or in part; change your travel arrangements as reasonably practicable to ensure your safety and invoice you for any additional costs.
  31. Limitation of Liability in the Event of Force Majeure. In the event that OTAO KITCHEN cancels or changes your travel arrangements in any way due to a Force Majeure event, OTAO KITCHEN will not be liable to you in contract, tort, statute or restitution for any loss, damage, costs, charges, expenses or injury resulting from or in connection with  whether directly or indirect. the cancellation or change to your travel arrangements; or the Force Majeure event. OTAO KITCHEN is not liable to refund any part of the deposit or purchase price paid by you if OTAO KITCHEN subsequently changes or cancels your travel arrangements in connection with a Force Majeure event. Force Majeure events are unpredictable and beyond OTAO KITCHEN’s control. It is your responsibility to purchase travel insurance to adequately protect yourself against these risks.
  32. Personal Belongings and Lost Items. For security reasons valuables should be kept to a minimum and packed in your hand luggage along with your medicines, camera, film, electrical or battery-operated appliances, as well as basic essentials such as a change of clothing and toiletries. It is your responsibility to look after your property at all times and you must ensure you are adequately covered by comprehensive travel insurance in the event of any loss.
  33. Website and Brochure Accuracy. OTAO KITCHEN has endeavoured to ensure that the information given on this website and in our brochures about accommodation, itineraries etc., is correct to the best of its knowledge at the time of going to print. However, advertised descriptions and facilities and prices may change. We recommend that you confirm the details of your chosen Tour Package at the time of booking. Additionally, flight times, carriers and routes in the brochure are given for guidance only as there may be changes. Final details will be shown on your tickets. Tour Package or excursion itineraries may change or be different from those described as a result of local conditions, weather conditions, annual events. OTAO KITCHEN will endeavour to notify you of any significant changes prior to your departure.
  34. Personal Information Policy. Your personal data will be passed on by OTAO KITCHEN to any relevant independent suppliers connected with your Tour Package who need to know it so that your holiday can be provided and may also be provided to government/public authorities such as customs, immigration and the security services if required. All personal data you give us (including sensitive personal data) will be kept. We will use only names and contact details for marketing purposes unless you notify us that you do not wish to receive future marketing material by writing to OTAO KITCHEN, 360 Victoria Street, Richmond VIC Australia 3121
  35. Limitation of Liability. Our Tour Packages include the services of independent providers, such as hoteliers, airlines, cruise companies and other operators, who are not agents, servants or employees of OTAO KITCHEN. Although we take care in selecting the independent service providers and the optional excursions conducted by some independent service providers, OTAO KITCHEN is not responsible for the conduct of the independent service providers, their servants and agents or for any ramifications of that conduct. Optional excursions may, depending on your Tour Package, include activities. You accept and assume the risk involved with these activities. If, in the opinion of any representative of OTAO KITCHEN, your mental or physical condition is such as to affect your own health and safety, render you incapable to care for yourself, cause you to became a hazard to yourself or other passengers or result in you becoming objectionable to other passengers or staff, you will not be permitted to continue on the whole or any part of the Tour Package.OTAO KITCHEN is not liable to you for any costs associated with such decision and you will not be refunded for any part of the Tour Package. OTAO KITCHEN accepts no responsibility for any death, injury, illness, loss including loss of enjoyment, damage, detention, delay including mechanical breakdown beyond its control. Any term, condition or warranty express or implied by statute or otherwise in respect of the Tour Packages contained on this website or in brochures are excluded to the full extent permitted by law. Nothing in these booking conditions excludes, restricts or modifies the application of the Competition and Consumer Act 2010 (Cth) as amended, consolidated, supplemented or replaced.To the full extent permitted by law, OTAO KITCHEN’s liability arising under or in connection with these booking conditions: (a) is limited to the re-supply of the products or services or the payment of the cost of re-supply of the products or services to you; and (b) excludes liability for any indirect or consequential losses suffered by you or any third party, howsoever caused, including but not limited to pure economic loss or any special, extraordinary or punitive damage to you or any other party.
  36. Money paid. Your travel agent will forward deposits and other payments to us on your behalf, but your travel agent is not our agent for the purpose of receipt of monies. Receipt of deposits and subsequent payments by the travel agent does not constitute receipt of those monies by us and the travel agent has no authority expressed or implied to receive monies on our behalf. There is no liability on the part of OTAO KITCHEN in respect to any monies paid to your travel agent unless and until OTAO KITCHEN notifies you (by way of a booking confirmation advice or payment receipt advice) that monies have been received by OTAO KITCHEN. OTAO KITCHEN reserves the right to cancel any ticket or booking or refuse to carry any passenger where payment has not been received by OTAO KITCHEN within the specified time.
  37. Responsible Service of Alcohol. Our staff are trained in the Responsible Service of Alcohol and are obligated by law to refuse service to any guest who is intoxicated or behaves in an aggressive or offensive manner.
  38. Medical Assistance. OTAO KITCHEN does not employ medical staff on our tours. Where a doctor is not onboard and if you require medical attention, local medical services can be contacted immediately. You are responsible for all charges that result from a visiting a medical facility, or for a medical practitioner visiting you. OTAO KITCHEN is not responsible for the type or quality of the medical services you may receive
  39. Service Enquiries. If a problem occurs during your holiday you should, in your own interests, advise your tour director or call our local service number and notify us by email hello@otaokitchen.com.au so that steps can be taken to resolve the matter. If you remain dissatisfied, any complaint must be made in writing to OTAO KITCHEN within 30 days.
  40. Luggage Limits. It is your flight’s requirement. We won’t not take any extra luggage that is not reasonable. Your tour/cruise director will advise you of the exact additional charge.

 

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