Terms and Conditions
Terms and conditions (T&Cs) form the legal agreement between your business and your customers. Launchpad helps you present these terms during the booking process so customers acknowledge them before paying.
Why terms and conditions matter
Good T&Cs protect your business by:
Defining the agreement — what you're providing and what customers agree to
Limiting liability — protecting you from certain claims
Setting expectations — making rules and requirements clear
Resolving disputes — providing a framework if issues arise
What to include in your T&Cs
Essential elements
Most tourism T&Cs should cover:
Booking and payment
How bookings are made and confirmed
Payment terms and accepted methods
Deposit requirements
Cancellation and refunds
Your cancellation policy
Refund conditions
How to cancel
Changes and modifications
How bookings can be changed
Any fees for changes
What happens if you need to make changes
Your obligations
What you'll provide
Service standards
Safety measures
Customer obligations
Behaviour expectations
Fitness or health requirements
What they need to bring
Liability and insurance
Limits on your liability
Insurance recommendations
Assumption of risk (for adventure activities)
Privacy
How you use customer data
Link to your privacy policy
Setting up T&Cs in Launchpad
Accessing terms settings
Go to Settings from the main menu
Look for Terms & Conditions or Legal
You'll see your current terms setup
Adding your terms
Click Edit Terms or Add Terms
Enter your T&Cs in the text editor:
- Use headings to organise sections - Keep paragraphs short and readable - Use numbered lists for clarity
Preview your terms
Click Save
Formatting your terms
Make your T&Cs readable:
Use clear headings — help customers find sections
Number clauses — makes referencing easier
Plain language — avoid excessive legalese
Logical order — group related terms together
Displaying T&Cs to customers
During booking
Customers see your T&Cs during checkout:
A link to your full terms
A summary of key points
A checkbox: "I have read and agree to the terms and conditions"
Booking cannot proceed without agreement
On invoices and confirmations
Include a reference on:
Booking confirmation emails
Invoices and receipts
Vouchers and tickets
Example text:
This booking is subject to our terms and conditions, available at [link].
On your website
Link to T&Cs from:
Your website footer
Booking pages
Contact pages
Multiple terms for different products
When you need different terms
You might need separate T&Cs for:
Different activity types (e.g., walking tours vs diving)
Different customer types (e.g., individuals vs groups)
Different risk levels
Corporate or trade clients
Setting up product-specific terms
Go to the product you want to configure
Find Terms & Conditions in product settings
Select which terms apply:
- Use default business terms - Use product-specific terms
Add or select the relevant terms
Save the product
Waiver and release forms
For higher-risk activities
Adventure and physical activities may need additional waivers:
Assumption of risk acknowledgment
Release from liability
Medical declaration
Setting up waivers
Create a separate waiver document
Configure it to display during booking
Require customers to agree specifically to the waiver
Store waiver agreements with the booking
Digital signatures
Some activities benefit from digital signatures on waivers:
Customers can sign on their device
Signature is stored with the booking
You have proof of agreement
Writing effective T&Cs
Best practices
Be specific
"Cancellations must be made at least 7 days before the scheduled date."
Rather than:
"Reasonable notice of cancellation is required."
Be balanced Overly one-sided terms may not be enforceable and can deter customers. Keep it current Update terms when:
Laws change
Your policies change
You offer new products
Get professional help Have a lawyer review your T&Cs, especially for:
High-risk activities
Liability limitations
Insurance requirements
Common mistakes to avoid
Being too vague — specific terms are more enforceable
Hiding important terms — key points should be clear
Not updating — outdated terms may not apply
Copying competitors — their terms may not suit your business
Legal considerations
Consumer law
Your T&Cs cannot override Australian Consumer Law. Customers have rights that cannot be contracted away, including:
Rights to refunds for major failures
Guarantees about service quality
Protection from misleading conduct
Unfair contract terms
Terms that are overly one-sided may be deemed unfair and unenforceable. Avoid:
Terms that only benefit you
Penalties that exceed actual costs
Terms hidden in fine print
State and territory variations
Some regulations vary by state. Consider where you operate when drafting terms.
Customer disputes
When customers disagree with terms
If a customer disputes your terms:
Listen to their concern
Refer to the specific clause
Consider whether an exception is warranted
Document the resolution
Maintaining records
Keep records of:
Each version of your T&Cs
When changes were made
Customer agreements (confirmation of acceptance)
Reviewing and updating
Regular reviews
Review your T&Cs at least annually:
Check for outdated information
Update for new products or services
Reflect any policy changes
Ensure legal compliance
Notifying customers of changes
When you update T&Cs:
Existing bookings use the terms at time of booking
New bookings use the updated terms
Consider notifying regular customers of significant changes
Clear, fair terms and conditions protect everyone and build trust with your customers.