Cancel For Any Reason Terms and Conditions
1. General
1.1 Virgin Australia Airlines Pty Ltd (Virgin Australia) offers the Cancel For Any Reason service (CFAR) to customers for certain non-refundable bookings of Virgin Australia flights purchased through the Virgin Australia website and mobile web page (Site) for additional charge.
CFAR is provided by Virgin Australia subject to and in accordance with the terms and conditions set out below (CFAR Terms). The CFAR Terms apply to your purchase and use of CFAR and are in addition to Virgin Australia’s Conditions of Carriage, the Fare Rules and Privacy Policy, which you accept at the time you make a flight booking.
1.2 By purchasing CFAR, you agree to these CFAR Terms, as amended from time to time. The target market determination for CFAR can be accessed and viewed here.
1.3 You have certain rights under the Australian Consumer Law. These include Consumer Guarantees that the services Virgin Australia provides to you will be carried out by Virgin Australia with due care and skill, will be fit for purpose and will be supplied within a reasonable time. You may have rights to seek a remedy from Virgin Australia where it fails to provide services to you in accordance with the Australian Consumer Law. Nothing in these terms and conditions affects those rights or any other statutory rights you may have under applicable laws (including the Australian Consumer Law) that cannot be excluded.
1.4 Virgin Australia may modify and change the CFAR Terms from time to time and will provide notice of such changes by publishing an amended version of these CFAR Terms on the Site. The terms and conditions which apply to your purchase of flights and use of CFAR are those in operation at the date of purchase, as published on Virgin Australia’s website at that time. A copy of the applicable CFAR Terms will also be included in the email confirming your purchase of CFAR.
1.5 The failure by Virgin Australia to exercise its rights under these CFAR Terms will not be construed as a waiver or relinquishment of the future performance of any of its rights, and your obligations with respect to such future performance shall continue in full force and effect.
1.6 Virgin Australia is the issuer of CFAR, and uses third party service providers, including Hopper Australia Pty Ltd (Hopper) and Hyperwallet Systems Australia Pty Ltd (a PayPal Australia Pty Ltd (PayPal) service) (Hyperwallet), to facilitate the processing of the refund to customers. By purchasing CFAR, you acknowledge and agree that, in order to receive your CFAR refund, you will be required to sign up to a Hyperwallet account and agree to Hyperwallet’s terms and conditions. Section 5 provides more information about how CFAR refunds are processed. The CFAR refund is an additional guarantee/benefit provided by Virgin Australia to those who elect to purchase it. CFAR and these CFAR Terms is not an offer from us to insure you, and does not constitute an insurance benefit or an insurance contract, and does not take the place of insurance obtained or obtainable by you to protect you for cancellation events, such as travel insurance or coverage which may be available to you for purchases made with a credit card.
2. What is CFAR?
2.1 Upon payment of the CFAR fee at the time you book your Virgin Australia flight directly from the Site, you will have the right to cancel your flight booking for any reason and receive a refund (CFAR refund) of the amount that you paid for the original flight booking, calculated according to the amount of the refund percentage you selected at the time of purchase of CFAR. You can select to receive either an 80% or 100% refund (as available on the Site) when you purchase CFAR.
2.2 The amount of the CFAR refund we pay will be based on the value of the fares for your original flight booking, this is the original fare cost (including other applicable taxes, fees and charges (TFCs)) and not for any subsequent or additional costs because of any voluntary changes you made to your booking (including changes to the departure date).
2.3 You cannot get a CFAR refund of any additional amount paid for the portion of the booking that is attributable to other products and services you have purchased from us (e.g. ancillary products like Economy X or additional checked baggage).
2.4 No documentation or reason is required to be supplied by you to exercise your right to cancel for any reason and receive the CFAR refund.
2.5 CFAR is available for purchase for flight bookings for Economy Lite and Economy Choice fares on selected flights operated by Virgin Australia and selected Virgin Australia marketed flights which are operated by third party airline partners on behalf of Virgin Australia. CFAR may not be offered for purchase on every flight on the Site.
2.6 The CFAR refund is only valid for the flight booking for which it was purchased, and cannot be transferred or used for another flight booking. CFAR that is not used by you cannot be carried over to any future flight bookings. Section 4 explains how and when you can use CFAR.
3. Purchasing CFAR and paying CFAR fees
3.1 CFAR may only be purchased at the time of making the flight booking and cannot be added after the flight booking is completed on the Site.
3.2 CFAR must be purchased for all passengers on the booking, and for all segments of such booking.
3.3 CFAR fees are charged per booking. You will be required to pay the CFAR fee as quoted to you at the time you purchase CFAR on the Site. The CFAR fee is only refundable in the circumstances described in section 6 of these CFAR Terms.
3.4 The CFAR fees may change from time to time. How the fee for CFAR is calculated may change based on a number of factors related to your Virgin Australia flight booking, including but not limited to, the origin and destination airports, number of stops, the time until departure (advance purchase time), the fare class, the total purchase price, whether the flight is round trip or one way, and whether the flight is international or domestic. No personal information of the passenger is utilised in determining the CFAR fee.
3.5 CFAR fees are inclusive of GST when applicable. CFAR fees are in the applicable booking currency, being the country of origin specified in your flight booking.
3.6 CFAR cannot be purchased with or in combination with travel credits or Velocity Points.
3.7 Virgin Australia, acting reasonably, reserves the right to deny the purchase of CFAR to any customer.
4. How to request a CFAR refund
4.1 You can cancel your flight booking for any reason, at any time 24 hours after making the booking, and the earlier of: up to 24 hours before the scheduled departure of the first flight on the flight booking, or up to 24 hours before the new departure date, if you have changed the departure date of the first flight on the flight booking. At any other times, you cannot seek a CFAR refund and any changes or cancellations to your flight booking will be subject to the applicable Virgin Australia’s Conditions of Carriage and the Fare Rules.
4.2 You cannot use CFAR and get a CFAR refund if you cancel your flight booking under Virgin Australia’s Conditions of Carriage and the Fare Rules, or if you are entitled to receive a refund under Virgin Australia’s Guest Compensation Policy following a delay or cancellation to your flight.
4.3 To use CFAR, you must log into Manage Your Booking on the Site to retrieve your booking and request your refund through the “Cancel For Any Reason” section. You will not receive a refund through CFAR if you cancel through the “Cancel Flights” section, as this is a cancellation under Virgin Australia’s Conditions of Carriage and the Fare Rules. Detailed instructions available here - https://www.virginaustralia.com/au/en/book/manage-booking/cancel-for-any-reason/
4.4 If you cancel your flight booking in a way other than as described above, you will not receive a CFAR refund (except where you are entitled to a refund under the Guest Compensation Policy or the Australian Consumer Law).
4.5 Exercising your right under CFAR will result in the cancellation of all purchased flights for all legs or segments (i.e., outbound and return flights). If there is more than one passenger on the booking, the passenger who made the booking has the right to decide how to exercise CFAR and that decision will bind all other passengers on the same booking.
5. Obtaining a CFAR refund
5.1 Virgin Australia and Hopper use Hyperwallet’s payment services to process CFAR refunds.
5.2 When you are directed to Hyperwallet, you will be presented with options for payment of your CFAR refund, at the discretion of Hyperwallet. As part of the refund process, you will be required to provide any additional information that Hyperwallet reasonably requires to process the CFAR refund, including personal information for the creation of an account with Hyperwallet. Once the Hyperwallet account is created, you will be directed to Hyperwallet to finalise the processing of your CFAR refund. If you do not have an Australian bank account, your only option will be to receive a refund via PayPal, the funds will be delivered in Australian dollars, and you will be liable for the conversion fee applied by PayPal to the currency of the PayPal account.
5.3 Your CFAR refund will be processed within ten (10) business days of receiving your refund request.
5.4 Hyperwallet is a service provided by a third-party not affiliated with Virgin Australia. Any liability or obligations PayPal/Hyperwallet owes to you in relation to your use of Hyperwallet will be determined by your agreement with PayPal/Hyperwallet, and not by Virgin Australia. PayPal’s / Hyperwallet’s services are subject to the PayPal/Hyperwallet Terms of Service and the PayPal/Hyperwallet Privacy Policy.
6. CFAR fee refund policy
6.1 This section 6 outlines when Virgin Australia will provide you with a refund of the CFAR fee. There may be additional circumstances where you are entitled to a refund of the CFAR fee under the Australian Consumer Law or under other applicable laws. For more information about your rights under the Australian Consumer Law, please see our Consumer Guarantees page.
6.2 You are entitled to request a refund of the CFAR fee you paid, if Virgin Australia has delayed or cancelled your flight, and as a consequence Virgin Australia has offered you a travel credit or a refund under Virgin Australia’s Guest Compensation Policy.
6.3 If you have purchased CFAR by mistake or you change your mind, you can get a full refund of the CFAR fee if you request a refund from Virgin Australia within 24 hours of purchase.
6.4 Refunds of the CFAR fee can be requested through the General Enquiries form on the Virgin Australia website. If Virgin Australia (acting reasonably) agrees that you are entitled to a refund of the CFAR fee, the fee will be refunded to the original form of payment as soon as practicable.
7. Privacy statement
7.1 In the course of providing CFAR to you, Virgin Australia will collect and handle personal information about you and other passengers on the booking (if applicable). Virgin Australia will manage this personal information in accordance with Virgin Australia’s Privacy Policy.
7.2 Virgin Australia is required to collect personal information about you and other passengers on the booking (if applicable) and share this personal information with our service providers (including Hopper Australia Pty Ltd) to provide you CFAR and communicate with you about CFAR. Our service providers will access and store personal information in the United States of America, among other locations, in connection with CFAR. If we cannot collect and share personal information as outlined in these CFAR Terms, we are unable to provide CFAR to you.
7.3 If you request a CFAR refund, Virgin Australia and Hopper will also share personal information about you with Hyperwallet to process the refund. You agree that Hyperwallet will manage this personal information in accordance with Hyperwallet’s Privacy Policy.
7.4 Before purchasing CFAR, you must ensure that all other passengers on the booking are aware that their personal information will be collected and handled in accordance with these CFAR Terms and not purchase CFAR if any of the passengers on the booking do not agree to their personal information being collected and handled in accordance with these CFAR Terms.
7.5 Virgin Australia’s Privacy Policy includes details about how you can access or correct the personal information Virgin Australia holds about you (as well as additional rights which may apply depending on where you are located), how you can make a privacy complaint, and how Virgin Australia will deal with a privacy complaint.
8. Governing law and jurisdiction
8.1 These CFAR Terms shall be governed by and construed in accordance with the laws of Queensland, Australia, and the law of the Commonwealth of Australia in force in Queensland.
8.2 The parties agree to submit to the non-exclusive jurisdiction of the courts of Queensland and the relevant federal courts and courts competent to hear appeals from those courts.