How to book, confirmation process, voucher queries, & more
Amend a Booking
How to make a change to your booking, add someone, or change the date or time
Payments & Security
How to pay, payment security & payment options
Cancellations & Refunds
How to pay, payment security & payment options
Gift Vouchers
How to buy or redeem a gift voucher, & voucher queries
My Account & Rewards
How to access your account and enjoy rewards
Booking Process
Once your payment is approved, you will receive a personalised Experience Oz (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@localagent.online if you still require assistance.
Amend a Booking
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@localagent.online and provide us with your name, voucher number, what needs amending and your best contact details.
Payments & Security
You can make a payment online or over the phone. We accept Visa and Mastercard, Afterpay and Zippay. You can pay using Afterpay and Zippay online only.
Yes. Your details are secure and shopping with Experience Oz 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.
Experience Oz is a part of the Big Red Group family. The name "Big Red Group" may show on your bank statement for any Experience Oz transactions.
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 you give our helpful Reservation Team a call directly on +64 3 442 5877, and they can ensure your booking is made without any additional voided payments.
Cancellations & Refunds
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 Experience Oz can result in cancellation fees being applied by Experience Oz, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Experience Oz Voucher for specific details). When cancelling any booking you will be notified via email, facsimile or telephone of the total cancellation fees.
Cancellation terms are subject to change and can be dependent on the individual tour operator/supplier. Please refer to the policy listed on your chosen experience.
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 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.
Gift Vouchers
All Gift Vouchers are valid for 5 years from the date of purchase. Gift Vouchers are strictly non-refundable.
It’s bound to happen. The best thing about our Gift Vouchers is that they are super flexible, so yes, you can change your experience. If the value of the voucher is greater than the new experience, we will hold a credit on file. If the value of the new experience is less than, then you’ll just need to pay the difference.
If you’re looking for the perfect gift for someone special, we believe experiences are better than things. Here’s how to buy a gift voucher.
If the experience you originally redeemed for is no longer available etc we will hold the credit/ value of the voucher for the original 5 year validity.
My Account & Rewards
You can access your account by logging in online. You can find an ‘Account’ tab at the top right corner of our site, and will just need to log in with the email and password you have created. Once you are logged into your account, you will be able to see your upcoming bookings, purchase history, account information, change your password and check out the Perks program.
Here (almost) always
Have a question about an experience or need help with a booking? Our friendly team is available 363 days a year from 9am–6pm AEST/AEDT, for support via phone.