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Terms of Service

Last updated: 29 May 2026

These Terms of Service (“Terms”) govern your access to and use of the AccessibleOz Itinerary Studio (the “Service”). By creating an account, accessing, or using the Service, you agree to these Terms. If you do not agree, you must not use the Service.

1. Who we are

The Service is operated by Viva Travel Holdings Pty Ltd (ACN 636 285 651), trading as AccessibleOz (“AccessibleOz”, “we”, “us”, “our”), an Australian company with its registered office at 20 Wynnum Road, Norman Park QLD 4170, Australia. You can contact us at inbound@accessibleoz.com.

2. Acceptance and changes to these Terms

By using the Service you confirm that you accept these Terms and that you agree to comply with them. We may update these Terms from time to time. We will post the updated version on this page and change the “Last updated” date. For material changes, we will notify account holders by email at least 30 days before the changes take effect. Continued use of the Service after the effective date is acceptance of the updated Terms. Where we ask you to re-accept the Terms (for example, after a significant change), you may need to do so before continuing to use the Service.

3. The Service

AccessibleOz Itinerary Studio is a web-based itinerary-building tool for travel agents and travel-trade professionals. It is backed by a database of Australian suppliers carrying accessibility-relevant attributes, and it can generate itinerary documents (PDFs) for you to share with your clients.

The Service is offered in two tiers:

  • Free tier: research access to supplier listings with accessibility attributes, and generation of watermarked sample itinerary PDFs, subject to usage caps published on our pricing page.
  • Paid tier: full supplier detail, agency-branded itinerary PDFs, AI-assisted supplier gap-filling (see clause 7), the quote-request workflow, and the ability to request and access net (wholesale) rates through our bookings team (see clause 8).

We may change, add to, or withdraw features of the Service. We will give reasonable notice of any change that materially reduces the functionality you pay for.

4. Eligibility

The Service is intended for businesses and trade professionals in the travel industry. By using the Service you confirm that you are at least 18 years old, you are acting in the course of a business, and you have authority to enter into these Terms on behalf of the business you represent. The Service is not intended for, or directed at, consumers acquiring travel for personal use or for use by children.

5. Accounts

  • You are responsible for keeping your login credentials and verification codes confidential, and for all activity under your account.
  • Accounts are for a single named user. Sharing a login between team members is not permitted. If you need access for multiple people, contact us about a multi-seat plan.
  • You must give us accurate registration information and keep it up to date.
  • We monitor for unusual activity (for example, unusual volume or geography) and may suspend an account pending investigation where we reasonably suspect a breach of these Terms or a security risk.

6. Subscriptions, trials, billing, and cancellation

  • Paid plans are billed in advance in AUD via our payment processor, Stripe. Current pricing is on our pricing page.
  • We may offer a free trial. If a trial requires a valid payment method on file, we will tell you so before you start. Unless you cancel before the trial ends, the trial will automatically convert to a paid subscription and the payment method on file will be charged at the then-current rate. We will tell you the price and the date of first charge before the trial begins.
  • Renewals are automatic at the then-current rate unless you cancel before the renewal date. We will send a renewal reminder before each renewal where required by applicable law.
  • You can cancel at any time from your account settings. Cancellation takes effect at the end of the current billing period, and you keep access until then.
  • Refunds: we do not provide refunds for completed billing periods, except where a refund is required by law, including under the Australian Consumer Law or any other consumer protection law that applies to you and cannot be excluded.
  • Trials are one per user. Creating multiple accounts to extend a trial is a breach of these Terms.

7. Supplier information and accessibility data

Supplier information in the Service falls into two categories, and they are not equivalent. The Service labels each accordingly.

(a) Verified suppliers. These are suppliers that AccessibleOz has assessed, including through site visits. Accessibility information for Verified suppliers reflects our assessment as at the date of that assessment, against the accessibility dimensions we assessed. Not every Verified supplier has been assessed against every accessibility dimension. Some suppliers have been confirmed for one dimension (for example, mobility) but not yet formally assessed for others (for example, vision, hearing, or cognitive accessibility). Where this is the case, the Service indicates which dimensions have and have not been assessed. An assessment is a point-in-time view and a supplier's facilities may change after it.

(b) AI Suggested suppliers.Where the Service cannot fill a gap in an itinerary from the Verified pool, it may generate a candidate supplier from public sources (such as Google Places and the supplier's own website) and use artificial intelligence to score that candidate against the requested accessibility dimensions. Candidates that meet an internal scoring threshold may be surfaced to you, labelled “AI Suggested”. AI Suggested information is machine-generated from third-party public sources. It has not been verified by AccessibleOz. It is not an AccessibleOz assessment and must not be relied on as one. Clause 8 sets out the terms that apply to AI Suggested suppliers, and your responsibilities in relation to them.

No guarantee of suitability. For all suppliers, whether Verified or AI Suggested, we do not warrant or guarantee that any supplier will meet the needs of any particular traveller. Accessibility needs are individual, and supplier facilities change. You are responsible for confirming a traveller's specific requirements directly with the supplier before any booking is made or any recommendation is relied on.

8. AI Suggested suppliers: specific terms

This clause applies whenever you view, add to an itinerary, or include in a document any AI Suggested supplier, including an AI Suggested supplier that was first generated for another user and later surfaced to you.

You acknowledge and agree that:

  • (a) AI Suggested information is unverified, machine-generated information drawn from third-party public sources, and is not an accessibility assessment by AccessibleOz.
  • (b) the AI scoring is an indicative signal only, and a score meeting our threshold is not a representation that a supplier is in fact accessible for any traveller;
  • (c) AI Suggested information may be incomplete, out of date, or wrong, including because the underlying public source was incomplete, out of date, or wrong;
  • (d) you, not AccessibleOz, are the party who decides whether to present an AI Suggested supplier to your client, and you do so exercising your own independent professional judgment;
  • (e)before relying on or recommending an AI Suggested supplier, you will independently verify its accessibility directly with the supplier against your client's specific needs; and
  • (f) you will make the unverified status of AI Suggested information clear to your client, and you will not present it to your client as an AccessibleOz-verified or AccessibleOz-assessed supplier.

Before an AI Suggested supplier can be added to an itinerary or included in a generated document, the Service will ask you to confirm your acknowledgement of this clause. We may record that confirmation.

9. Net rates, quotes, and bookings

Paid subscribers may request quotes and access net (wholesale) rates made available through the AccessibleOz bookings team. Net rates are made available to you, as a travel-trade professional, for you to package and on-sell to your clients at a margin you set.

You acknowledge that:

  • AccessibleOz facilitates these requests but is not the supplier of the underlying travel services. The travel services are provided by third-party suppliers on their own terms;
  • the contract for the travel services, and any consumer relationship, is between your client and the relevant supplier and/or you, not AccessibleOz; and
  • you are responsible for your own contractual relationship with your client, and for any representations, quotes, or recommendations you make to them, including in relation to price, availability, and accessibility.

The Service itself does not take payment for travel from travellers.

10. Traveller information and your warranties

When you use the Service you may input information about a traveller, including their name and their accessibility needs. Accessibility needs may include health-related or otherwise sensitive personal information.

You warrant and agree that, for any traveller whose personal information you input into the Service:

  • (a) you have the authority to provide that information to us and to instruct us to process it;
  • (b) you have given the traveller (or their authorised representative) any privacy notice required by law about the handling of their information through the Service; and
  • (c) you have obtained any consent required by law for the collection, use, and disclosure of that information, including any consent required for sensitive or health-related information.

You indemnify us against any claim, loss, or liability we suffer arising out of a breach of this clause 10. The handling of personal information is also addressed in our Privacy Policy and, where applicable, our Data Processing Agreement.

11. Acceptable use

You must not:

  • use the Service to send unsolicited bulk communications;
  • scrape, harvest, or extract the supplier database or other content at scale, or use automated means to access the Service other than as we permit;
  • reverse-engineer, decompile, or attempt to derive the source code of the Service except to the extent this restriction is prohibited by law;
  • resell, sublicense, or redistribute the supplier database, or any substantial part of it, as a standalone product;
  • use the Service to infringe any person's rights, or in breach of any law; or
  • interfere with or compromise the integrity or security of the Service.

12. Intellectual property

The Service, including its interface, code, the supplier database, our brand, and our curated content, is owned by Viva Travel Holdings Pty Ltd or its licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your internal business purposes during your subscription.

You may share generated itinerary documents with your clients and colleagues for the purpose of providing your travel services. You may not redistribute or republish the supplier database, or any substantial part of it, as a standalone product. AI Suggested supplier records generated through the Service, and the database in which they sit, remain our property.

13. Indemnity

You indemnify us, and our officers and personnel, against any claim, demand, loss, damage, cost, or expense (including reasonable legal costs) arising out of or in connection with:

  • your breach of these Terms;
  • your use of, reliance on, or recommendation of any AI Suggested supplier (clause 8);
  • your handling of traveller information (clause 10); or
  • any representation, quote, or recommendation you make to your client (clause 9).

This clause does not require you to indemnify us for loss to the extent it is caused by our own breach, negligence, or wrongful act, or for any liability that cannot lawfully be shifted by indemnity.

14. Consumer law

Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010(Cth)) or any other law that cannot lawfully be excluded, restricted, or modified (“Non-Excludable Rights”).

To the extent we are permitted to limit our liability for a failure to comply with a guarantee that applies to the Service (other than a guarantee that cannot be limited by law), and the Service is not of a kind ordinarily acquired for personal, domestic, or household use, our liability for that failure is limited, at our option, to:

  • supplying the relevant services again; or
  • paying the cost of having the relevant services supplied again.

15. Limitation of liability

This clause applies subject to clause 14 and to your Non-Excludable Rights.

To the maximum extent permitted by law:

  • (a) we are not liable for any indirect, incidental, special, or consequential loss, or for any loss of profit, loss of bookings, loss of revenue, loss of goodwill, or loss of anticipated savings, however arising;
  • (b) our total aggregate liability to you arising out of or in connection with the Service and these Terms is limited to the greater of (i) the total fees you paid us in the 12 months before the event giving rise to the liability, and (ii) AUD 500; and
  • (c) the limits in (a) and (b) do not apply to liability that cannot be limited by law, to liability for death or personal injury caused by our negligence, to liability for our fraud or wilful misconduct, or to your obligations to pay fees or under your indemnities.

16. Service availability

We aim for high availability but do not guarantee that the Service will be uninterrupted or error-free. Planned maintenance, third-party outages (including of our hosting, database, payment, or email providers), and events outside our reasonable control may cause downtime.

17. Suspension and termination

You may cancel your subscription at any time (see clause 6). We may suspend or terminate your access if you materially breach these Terms, if required by law, or to protect the security or integrity of the Service. Where we terminate for breach, we will tell you the reason unless we are prevented by law from doing so. Clauses that by their nature should survive termination (including clauses 10, 12, 13, 14, 15, and 19) survive.

18. Confidentiality

Each party must keep confidential the other party's non-public information disclosed in connection with the Service, and use it only for the purposes of these Terms, except where disclosure is required by law or the information is or becomes public other than through a breach of this clause.

19. Governing law and jurisdiction

These Terms are governed by the laws of Queensland, Australia, and you submit to the non-exclusive jurisdiction of the courts of Queensland. Nothing in this clause limits the operation of any mandatory consumer protection law of the country in which you are based that applies to you and cannot be excluded by agreement.

20. General

  • Assignment: you may not assign these Terms without our consent. We may assign or novate them to a related body corporate or in connection with a sale of our business, on notice to you.
  • Entire agreement: these Terms, together with our Privacy Policy and any Data Processing Agreement we enter into with you, are the entire agreement between us about the Service.
  • Severability: if any provision is unenforceable, it is severed and the rest continues.
  • Waiver: a failure to enforce a provision is not a waiver of it.
  • Notices: we may give notices to the email address on your account.
  • Force majeure: neither party is liable for failure or delay caused by an event outside its reasonable control.

21. Contact

Questions about these Terms: inbound@accessibleoz.com.

Privacy Policy →Data Processing Agreement →