Swan Family Travel, a part of TravelOnly (TICO Registration #4316071)

PO Box 291, North Cobalt, ON P0J 1R0 | 705-948-1234 | amanda@swanfamilytravel.com

Thank you for planning your trip with us. These terms explain how we work together and what to expect. Please read them, and ask us anything that is unclear. We are required to answer your questions.

1. Our role

Swan Family Travel books travel as an agent of TravelOnly, a travel agency registered with the Travel Industry Council of Ontario (TICO). We arrange your travel with airlines, cruise lines, tour operators, hotels and other companies ("suppliers"). We do not own or operate these suppliers. When we book for you, you enter into a contract with each supplier, and their terms and conditions also apply. We will send you the supplier terms or a link to them.

2. Who these terms cover

The person who books (the "lead traveller") must be at least 18 and agrees to these terms on behalf of everyone in the booking. The lead traveller is responsible for:

- paying for the booking

- making sure the information given to us for every traveller is true and complete

- sharing these terms and all trip documents with everyone in the booking

3. Our services

Depending on your trip, we may provide trip research and proposals, quotes, bookings for flights, cruises, packages, hotels, transfers, tours and activities, a digital itinerary, and help with changes before and during your trip.

4. Service and planning fees

Our current service fees are listed on our Service Fees page: swanfamilytravel.com/service-fees. They include fees for flights, vacation packages, hotels, custom trip planning and groups, and for changes and cancellations. The fees that apply to your trip, and their exact amounts, are shown on your invoice. If no fee is shown on your invoice, none applies.

- Our fees are subject to HST.

- Our fees pay for our time and expertise. They are separate from, and in addition to, supplier charges.

- Planning fees for custom trips and groups are due before we start research or send proposals.

- Our fees are non-refundable once our work has begun, including if you decide not to travel or book elsewhere.

- Our fees may change over time, but the fee on your invoice is guaranteed once paid.

If a supplier cancels your trip, supplier refunds follow Section 7.

5. Prices and payments

- Prices are in Canadian dollars unless we say otherwise, and include taxes and fees unless listed separately.

- A quote is not guaranteed until the supplier confirms the booking.

- Deposits and final payments are due on the dates on your invoice. Our due dates may be earlier than the supplier's so that payments reach them on time.

- If a payment is late, the supplier may cancel your booking and keep the money already paid.

- When you give us your card details, you authorize us to pay the supplier on your behalf for the amounts on your invoice. We will not charge anything you have not agreed to.

- Payments for travel are handled through TravelOnly's trust account or paid directly to the supplier, as required by Ontario law.

- We may receive commission from suppliers on the travel you book through us. Any service fee we charge is shown on your invoice.

- Your bank or card company may charge foreign transaction or currency conversion fees on some payments, and suppliers may charge in another currency for items paid at your destination. These fees are your responsibility.

Price changes: Your invoice will say whether the supplier allows price increases. If it does: no increase is allowed after you have paid in full, and if the total price goes up by more than 7% (not counting changes in government sales taxes), you may cancel and receive a full refund.

6. Changes and cancellations by you

- Please send all change and cancellation requests by email. They take effect when we receive them.

- Supplier penalties apply and usually increase closer to departure. Your invoice shows the penalty schedule for your booking.

- Some bookings cannot be changed at all, and many suppliers do not allow name changes.

- Our change and cancellation fees (see Section 4 and our Service Fees page) apply in addition to supplier penalties. The amounts for your booking are shown on your invoice.

- There is no refund for unused services, missed departures or leaving a trip early.

7. Changes and cancellations by suppliers

Suppliers may change schedules, ships, hotels or itineraries. We will tell you as soon as we know and help you with your options. If a supplier cancels or does not provide your travel, you are entitled to the refund or alternative the supplier and the law provide, without any fee from us that was not disclosed on your invoice. Group tours may need a minimum number of travellers; if that minimum is not met, the tour operator's policy applies.

8. Check your details

Please review every invoice, confirmation and itinerary as soon as you receive it, and tell us right away about any errors. Names must exactly match each traveller's passport. Correcting an error you did not report can cost money, and some suppliers charge for name corrections.

9. Travel documents and entry requirements

- Each traveller needs a valid passport, usually valid for at least 6 months after your return date.

- You are responsible for visas, entry forms, vaccinations and health requirements. We will share what we know at booking. Current requirements are at travel.gc.ca.

- Travellers who are not Canadian citizens should tell us at booking, as requirements may be different.

- Children travelling without both parents should carry a consent letter. See travel.gc.ca/travelling/children/consent-letter.

- A criminal record, including impaired driving, can lead to refused entry (for example, to the United States). Check with the destination's consulate before you book.

- Border officials can refuse entry even when documents are in order. We are not responsible for entry decisions.

- Living standards and practices at your destination, and the standards and conditions there for utilities, services and accommodation, may differ from those found in Canada.

10. Health and accessibility

Please tell us at booking about any mobility, medical or accessibility needs, so we can check what each supplier can provide. Some suppliers require medical forms, for example for pregnancy or mobility devices. Travellers bring their own mobility aids unless the supplier confirms otherwise.

11. Travel insurance

We strongly recommend insurance that includes trip cancellation, interruption and emergency medical coverage. Government health plans cover very little outside Canada. If you decline our insurance offer, we will ask you to confirm that in writing, and you accept the cost of any penalties or medical expenses that insurance would have covered. Claims go directly to the insurer, and the insurer decides coverage.

12. Flights

- Airline rules apply to changes, seats and baggage. Seat selection and baggage fees are usually extra.

- Flights may include stops or connections. Please allow enough time between connections.

- Check in online and arrive at the airport at least 3 hours before international flights and 2 hours before domestic flights.

- If a flight is delayed or cancelled, contact the airline first; they handle rebooking. Claims under Canada's Air Passenger Protection Regulations are made directly to the airline, and unresolved complaints can go to the Canadian Transportation Agency (otc-cta.gc.ca).

- Using only part of a ticket (for example, skipping a connection) can lead the airline to cancel the rest of your ticket.

13. Our responsibility and travel risks

We take great care in recommending and booking suppliers, and we stand behind our own work. We are not responsible for what suppliers do or fail to do, or for events outside our control, such as weather, natural disasters, illness, strikes, war, government actions or travel advisories issued after booking.

We are not responsible for any travel arrangements you make yourself, outside of your booking with us, such as your own flights, hotels, tours, excursions or insurance, or for any costs that result from them.

Travel involves some risk. Activities such as excursions, swimming, snorkelling, water sports, hiking and adventure tours, and conditions such as weather, heat and altitude, carry risks that are part of the activity itself. You choose which activities you and your party take part in, and you accept those normal risks. Please follow the supplier's safety instructions and choose activities that suit your health and ability.

Where we are responsible, our liability is limited to the amount you paid us for our services (such as a planning or service fee). We are not responsible for indirect losses, such as lost wages, missed events, or other costs that follow from a travel problem.

Nothing in these terms limits your rights under Ontario's Travel Industry Act, the Consumer Protection Act, or the TICO Compensation Fund.

14. Billing questions and disputes

If you think a charge is wrong, please contact us first so we can fix it quickly. Disputing a charge with your card company does not cancel supplier penalties you have agreed to. This does not limit any rights you have under the law.

15. Communication

Our office hours are Monday to Thursday, 5:30 p.m. to 8:30 p.m., and Saturday, 10:00 a.m. to 3:00 p.m. (Eastern). We answer emails within 2 business days, and faster for urgent travel issues. Some decisions are time-sensitive. If we cannot reach you after asking for a reply by a set date, we are not responsible for price or availability changes caused by the delay, and we may end our planning services after giving you written notice.

16. Your privacy

We collect only the personal information needed to book your travel, and share it with suppliers, TravelOnly and insurers for that purpose. Once shared, suppliers handle it under their own privacy policies. We never sell your information.

17. Your itinerary

Your proposals and itinerary are for your personal use. Please do not share them commercially.

18. Use of technology

We may use tools, including artificial intelligence, to help with research and writing. Every proposal and itinerary is reviewed by a person before we send it to you.

19. General

- These terms, your invoice and the supplier terms are our full agreement. Any changes must be in writing, which includes email.

- If one part of these terms cannot be enforced, the rest still applies.

- We may update these terms. The version you agreed to applies to your booking.

- These terms are governed by the laws of Ontario and Canada. Disputes go to the courts of Ontario.

- Electronic signatures and email copies count the same as signed paper originals. Notices are given by email.