Intrepid Travel
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Intrepid deny your consumer rights
Intrepid has done everything they could to keep our money and deny our consumer rights during the COVID-19 crisis, causing both my partner and I undue stress, when we should have been off enjoying the holiday of a lifetime! Don't be guilted into accepting 110% in credit that you may never be able to use. You are entitled to a refund under their booking conditions, less unrecoverable costs (which I will touch on soon). It's disgusting that they have since 'updated' these conditions and are attempting to pull the wool over unsuspecting people's eyes by retroactively applying them (which the ACCC should be taking them to town for!) We're now at the stage where Intrepid have offered us a refund, minus 15% in 'unrecoverable costs'. Given that Intrepid cancelled our tour over 2 months before it was due to commence, we asked them to itemize these costs, explaining why each item was unrecoverable. They would not do this. This is the latest advice we got from the ACCC: "Your rights: itemised bill for services You can ask a service provider for an itemised bill or account for up to 30 days after receiving the bill. The service provider must give you an itemised bill within seven days of you asking for it. The service provider cannot charge you for providing an itemised bill. An itemised bill must show: • how the price was worked out • the number of labour hours and hourly rate (if relevant) • a list of materials used and the amount charged for them (if relevant)." I hope this helps those of you in the same boat. UPDATE: Please see Intrepid's stock standard response below, which doesn't actually address the illegal practices they have been using to deny consumer's their rights and keep their money. In the end, my partner and I agreed to forfeit our deposit in lieu of them failing to provide an itemised list of unrecoverable costs (which they again refused to provide). We've simply had enough stress dealing with them, and decided it wasn't worth pursuing any further. Unfortunately I think that's exactly what Intrepid were counting on. I hope it was worth the bad publicity!