Terms & Conditions
Travel Tots – Customer Terms & Conditions
Last updated: 5 February 2026
These Terms & Conditions (Terms) apply to all bookings with Travel Tots Australia Pty Ltd ABN 98 686 451 301 (“Travel Tots”, “we”, “us”, “our”). By placing a booking or making a booking request, you (“you”, “your”, “Customer”) acknowledge that you have read, understood and agree to be bound by these Terms.
We’re here to make family travel easier (and a whole lot more enjoyable). These Terms exist to keep things clear, fair, and stress-free for everyone.
1) What we do
1.1 Travel Tots delivers and sets up essential baby and toddler equipment and items to your accommodation, and collects and packs it away.
1.2 All equipment, items and products are provided on hire for the duration of your booking, except for consumables, like nappies and wipes (ew, please don’t return these).
2) Bookings and your details
2.1 You can make a booking request via our website. Bookings are not confirmed until notified by us in writing and payment is received in full.
2.2 You must provide accurate booking details including: accommodation details (address and phone number), check-in/check-out dates and times, and your contact details. If any of these details are incorrect or are changed after being provided, clause 5 relating to changes and cancellations apply.
2.3 We may decline or cancel a booking if we do not have availability for the requested dates, if essential information is missing, the location is unsafe, or access is not available.
2.4 If you’re not sure whether access is available, contact us at hello@traveltots.au and we can discuss further with you and/or the accommodation provider.
3) Pricing and payment
3.1 All of our pricing is displayed on our website at the time of booking. Prices are in AUD and include GST where applicable. If Travel Tots is not currently registered for GST, this will be clearly stated on the website.
3.2 Full payment is required in advance to confirm your booking, unless we agree otherwise in writing.
4) Credit card pre-authorisation
4.1 We may place a pre-authorisation/hold on your credit card as further security for the booking and in case of damage to the equipment or products. The maximum hold amount will not exceed $120.
4.2 The hold amount (if applicable) will be disclosed to you in writing before your booking is confirmed.
4.3 A pre-authorisation is not a charge. It temporarily reserves funds on your card and may reduce your available balance until released by your bank.
4.4 We may use all or part of the pre-authorisation (or charge your card) if amounts become payable under these Terms (for example, damage, theft, missing parts, or excess cleaning). We'll provide you with a detailed invoice/receipt and photographic evidence of any damage or cleaning issues within 7 days of collection. You will have 7 days from receipt of the invoice to dispute any charges before they are processed.
4.5 If no amounts are payable, we will release the hold within 2 business days after collection of the equipment. The time for the funds to become available in your account may vary between 5-7 days depending on your bank's processing times.
5) Cancellations, changes, and refunds
Between the revolving door of childcare viruses and unexpected life events, we understand that things happen. Our cancellation policy is designed to be fair while making sure other families don’t miss out.
Rather than cancelling, you may request to change or reschedule your booking. This is subject to availability and will not be confirmed until notified by us in writing. We will let you know if there are any changes to the price as a result of the changes (e.g if you change package options). Any price increases will be limited to increases in our costs since your original booking (such as supplier price increases or regulatory changes), and we will provide evidence of such increases upon request.
The below terms (including timeframes) apply to cancellations and changes.
5.1 Bookings can be cancelled or changed:
More than 72 hours (3 days) before your booking arrival date - full refund.
Between 48 and 72 hours before your booking arrival date - 50% refund.
No refund is provided for cancellations or booking changes occurring less than 48 hours before arrival or for no shows.
5.2 Instead of a refund (if entitled to one), you may request a credit to be used for a future booking. We will consider such requests reasonably, taking into account factors such as availability and equipment quantities. If a credit is given, it will be valid for 12 months from the date of issue, and the expiry date will be specified in writing.
5.3 Nothing in these Terms excludes any rights you have under the Australian Consumer Law, including that our services be provided with due care and skill, and that equipment and products are safe and fit for purpose.
6) Access to Accommodation
6.1 We will deliver, set up, and later pack down and collect your booked items during agreed time windows. Our goal is to have everything set up before you arrive, but we can’t guarantee this 100% of the time (e.g if the accommodation provider doesn’t allow access until your arrival). We will always work with you and the accommodation provider as needed to meet our goal but please understand that sometimes it may be out of our hands.
6.2 Homes/apartments/AirBnBs: If keys or code access is required, you must notify us of how to access this as soon as you become aware. Usually, these accommodation providers will email you access instructions the day before your booking, and you can forward it to us as soon as received. If the owner or host needs to be contacted to give us access, we will contact them directly.
6.3 Hotels: we may partner with hotels who allow us access before check-in time. If your selected hotel is not currently a partner, we will contact them in advance of your booking to make sure we can access your hotel room before you arrive.
6.4 If we can’t access the accommodation at the scheduled time due to reasons outside our control (or we're kept waiting for more than 30 minutes due to lack of access), we will try to contact you first to arrange access, but may need to leave and come back at a mutually agreed time. If a return visit is required due to incorrect or incomplete access information provided by you, an additional service fee of $30 may apply to cover our additional costs.
6.5 If delivery is delayed due to events outside our control (e.g., road closures, extreme weather), we’ll communicate this with you as soon as reasonably practicable and do our best to get you set up as quickly as possible. If we are unable to deliver within 12 hours of your scheduled arrival time due to such events, you may cancel the booking for a full refund, or alter the booking to reduce the booking period and obtain a partial refund for the reduction.
7) Using the equipment safely
7.1 You must use all equipment and products only for their intended purpose and follow any instructions provided. For example, a portacot should be used for sleep and not as a zoo enclosure.
7.2 We will leave a safety card at your accommodation. Please make sure you read this and follow its instructions.
7.3 You are responsible for supervising your child at all times and ensuring items are not misused.
7.4 Do not modify, disassemble, repair, or attempt to deep-clean any of the equipment using harsh chemicals or methods that may damage it.
7.5 Do not remove any safety labels or stickers from any of the equipment or products.
7.6 If something seems damaged or unsafe, stop using it and contact us immediately.
7.7 We will provide clear written and/or verbal instructions on how to use the equipment and products safely, including safety procedures. By using the equipment and products, you acknowledge that you have received, read and understood these instructions.
8) Cleanliness
8.1 We thoroughly clean and quality-check equipment and products between bookings.
8.2 Please return equipment and products in a reasonable condition. We understand that these items are designed to be used and expect to see fair wear and usage, like scuffs (kids, amiright?). But if something needs extra cleaning (Clause 9), additional fees may apply.
9) Damage, missing parts, excess cleaning
Fair wear and tear includes things like scuff marks, slight tears to fabric, deflated wheels, dirt and small stains. We will always be reasonable about this and ask you to do the same.
9.1 So that other families can continue to enjoy our services, please treat all equipment and products as if they were your own and keep them in usable and reasonably clean condition.
9.2 Please notify us as soon as possible if anything is damaged, missing, or malfunctioning (except for your children).
9.3 If equipment or products require cleaning beyond normal use (e.g., heavy stains, strong odours, mould, sticky spills, bodily fluids requiring specialist cleaning) an excess cleaning fee may apply. Now we’ve got that fun visualisation out of the way…
The amount of the fee will depend on the level of cleaning required, but we will obtain at least 2 quotes from professional cleaning providers to make sure these are reasonable, and give you a copy of the invoice and quotes. You will have 7 days from receipt of the invoice to dispute any charges before they are processed.
9.4 If equipment or products are damaged beyond fair wear and tear and cannot be repaired or cleaned, you agree to pay the reasonable repair cost or replacement cost (whichever is lower, at our discretion), plus any reasonable shipping/parts/labour costs. We will provide photographic evidence of the damage and itemised cost breakdown within 7 days of collection. You will have 7 days from receipt to dispute any charges before they are processed.
9.5 Lost or missing components (straps, inserts, adapters, bolts, etc.) will be charged at reasonable replacement cost. We will provide an itemised invoice showing the replacement cost within 7 days of collection. You will have 7 days from receipt to dispute any charges before they are processed.
9.6 We may charge your card on file or apply all/part of any credit card pre-authorisation/hold for amounts payable under clauses 9.3, 9.4 and 9.5, subject to the dispute procedures set out in those clauses. We’ll provide a detailed invoice/receipt with supporting evidence.
10) Theft or loss
10.1 Please do your best not to leave the equipment and products anywhere they may be stolen. For example, don’t leave prams unattended when out and about, make sure you secure your property when leaving, and don’t chuck the portacot out on the hard rubbish strip.
10.2 If any equipment or items are lost or stolen during the hire period, you must:
notify us immediately, and
if a theft, provide a police report number within 48 hours.
10.3 If the equipment or items cannot be recovered within 14 days from the end of your booking period, you remain liable for reasonable replacement costs unless we agree otherwise in writing. We will provide an itemised invoice showing the replacement costs and evidence of our attempts to recover the items. You will have 7 days from receipt to dispute any charges before they are processed. This is because we will need to purchase new equipment for other families to use.
11) Respectful behaviour
11.1 Please treat our team members with kindness and respect.
11.2 Bullying, harassment, threats, discriminatory remarks, or abusive behaviour toward our staff/contractors/partners (in person, online, or by phone/message) will not be tolerated.
11.3 If this occurs, we may refuse service, cancel your booking, require communication only in writing or attend to collect our equipment/products with security present. Refunds are not guaranteed where we’ve incurred costs, to the extent permitted by law.
12) Liability and Australian Consumer Law
12.1 To the extent permitted by law, we are not liable for indirect or consequential losses (such as loss of enjoyment, accommodation costs, or travel expenses) except where such losses arise from our gross negligence or wilful misconduct (highly unlikely. We love our job).
12.2 We are not responsible for issues caused by incorrect information you provide, inability to access the accommodation, misuse, failure to follow instructions, or third-party actions (e.g. accommodation providers).
12.3 You agree to indemnify and hold us harmless from all reasonable claims, losses, damages, and expenses (including reasonable legal costs) arising from your use or misuse of the equipment or products, your negligence, or your breach of these Terms, except to the extent caused or contributed to by our negligence or breach.
12.4 Our services come with guarantees that cannot be excluded under the ACL. Nothing in these Terms limit your ACL rights. The ACL is there to protect consumers and make business fairer for everyone, and we’re here for it (seriously, our founder is a lawyer).
13) Force majeure (events outside our control)
If we can’t perform or are delayed due to events outside our reasonable control (such as natural disasters, extreme weather, road closures, toddler tantrums*, strikes, supplier failure, emergencies, pandemic, or government-mandated lockdowns), we’ll contact you as soon as reasonably practicable and work with you on a practical solution (such as reschedule, substitute items where appropriate, provide a credit, or provide a refund). If we are unable to deliver within 24 hours of your scheduled arrival time due to such events, you may cancel the booking for a full refund or reschedule to alternative dates.
*not really toddler tantrums.
14) Photos and sharing
14.1 We won’t use identifiable photos without permission.
14.2 If you tag us on social media or send us content, you give us permission to repost or share that specific content with credit to you, unless you tell us not to. We will always ask permission in writing before using any content that shows children's faces or other identifying features, and we respect your decision. You may withdraw your consent at any time by contacting us, and we will remove the content within 5 business days.
15) Privacy
We collect and use personal information to provide the service, communicate with you, and process payments. We handle personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, which is available on our website at [insert URL]. We will not share your personal information with third parties except as necessary to provide our services (such as payment processors) or as required by law.
16) Disputes
If something isn’t right, contact us first and we’ll try to resolve it quickly and fairly. If we can’t resolve it, both parties agree to attempt good-faith negotiations before legal proceedings (except urgent matters).
17) Governing law
These Terms are governed by the laws of the State of Victoria, Australia, and you submit to the courts of Victoria and the Commonwealth of Australia.
18) Changes to these terms and conditions
These terms and conditions can be updated from time to time, but the terms in place at the time of your booking confirmation will apply during your booking. The latest version of our terms and conditions will always be published on our website.