Privacy Policy

Phoenix Voyages ("we," "us," or "our") is a travel agency. This Privacy Policy describes how we collect, use, disclose, and safeguard your personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. We are registered with the Travel Industry Council of Ontario (TICO Registration #50028032).

We collect, use, and disclose your personal information with your consent. By making a booking or using our services, you provide consent for the uses reasonably necessary to arrange and deliver your travel. For optional uses such as marketing, we rely on your express opt-in. You may withdraw consent for non-essential uses at any time, subject to legal and contractual limits (see "Your rights" below).

We collect personal information in the following ways:

• Information you provide: name, date of birth, email address, phone number, mailing address, passport details, citizenship, traveller preferences, payment card information, emergency contact details, and any special-needs information you choose to share for the purpose of arranging travel.
• Information we collect automatically: IP address, browser type, device identifiers, pages visited, referring URLs, and similar technical information collected via cookies and analytics tools.
• Information from third parties: we may receive information from travel suppliers (cruise lines, airlines, hotels, tour operators) and from our payment processors when they confirm transactions on our behalf.

We use the personal information we collect to:

• Process bookings, payments, and refunds;
• Communicate with you about your travel arrangements, itinerary changes, and documentation requirements;
• Provide customer service before, during, and after your trip;
• Send you marketing communications and special offers, where you have opted in (you can unsubscribe at any time using the link in any of our emails);
• Comply with legal and regulatory obligations under TICO, PIPEDA, the Canada Revenue Agency, and similar authorities;
• Operate, secure, and improve our website and services, including fraud prevention.

We do not sell your personal information to anyone. We share information only when necessary, as follows:

• Travel suppliers (cruise lines, airlines, hotels, tour operators, transfer providers, insurance providers) require traveller information to issue bookings, tickets, and travel documents.
• Payment processors (e.g., Stripe) process card payments. We do not store full card numbers on our systems.
• Service providers (e.g., email delivery, cloud hosting, customer support tooling) operate under written confidentiality terms and use your data only to provide services on our behalf.
• Government authorities when required by law, court order, or to cooperate with TICO compliance reviews.
• Successors in interest in the event of a corporate reorganization, merger, or sale of all or substantially all of our assets.

1. Purpose. Phoenix Voyages ("we", "us") processes certain Personal Information for the purposes of detecting, preventing and investigating fraud, identity misrepresentation and unauthorized payment activity, and of protecting our clients, suppliers and business.

2. Information Disclosed. In connection with enquiries, bookings and the creation or maintenance of client records, we may disclose the following to MaxMind, Inc., a third-party fraud-prevention service provider located in the United States (the "Service Provider"): (a) email address, transmitted in hashed form where practicable; (b) telephone number; (c) name, postal code and country; and (d) the Internet Protocol (IP) address associated with the communication. We do not disclose passport or travel-document information, dates of birth, payment card data, itinerary details or the content of communications.

3. Risk Assessment. The Service Provider returns a risk score and related indicators, which we retain in the client record together with the date of assessment.

4. No Automated Decision-Making. Risk assessments are advisory only. No booking, payment or service is refused, cancelled or restricted solely on the basis of an automated assessment. Any indicator is reviewed by our personnel, who may request additional verification of identity.

5. Legal Basis. Such processing is undertaken with your consent, as provided by this notice, and as permitted under the Personal Information Protection and Electronic Documents Act (PIPEDA) for the purpose of detecting, preventing or suppressing fraud.

6. Retention. Risk scores and indicators are retained for twenty-four (24) months, and technical records received from the Service Provider for ninety (90) days, following which they are securely deleted. The Service Provider's retention and use of information disclosed to it are governed by its privacy policy (https://www.maxmind.com/en/privacy-policy) and our agreement with it.

7. Cross-Border Transfer. Information disclosed to the Service Provider is processed in the United States and may be accessible to authorities in that jurisdiction in accordance with applicable law.

8. Your Rights. Subject to applicable law, you may request access to, or correction of, the information described above, or human review of any risk indicator associated with your record. Requests may be directed to our Privacy Officer, Al Guertin, at privacy@phoenixvoyages.ca, by telephone at 1-855-383-5771, or by mail at 600 du Golf Rd, Hammond, ON K0A 2A0, Canada. You may also contact the Office of the Privacy Commissioner of Canada.

Some of our service providers operate outside Canada. Personal information processed on our behalf may be transferred to, stored in, or accessed from the United States, the European Union, and other jurisdictions. While transferred data remains subject to this Policy and our written agreements with those providers, it may also be subject to access requests by foreign governments, courts, and law-enforcement or national-security authorities under their applicable laws.

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, to comply with our legal, accounting, and regulatory obligations (including TICO record-keeping requirements, typically six (6) years for booking records), and to enforce our agreements. When information is no longer required, we securely destroy or de-identify it.

Our website uses cookies, pixels, and similar technologies for site functionality, analytics, and marketing. Necessary cookies (e.g., session management, CSRF protection, load balancing) cannot be disabled. You can manage your preferences for analytics and marketing cookies via the cookie banner shown on your first visit, or by clearing cookies through your browser settings. Disabling cookies may affect site functionality.

We use automated tools to personalize the destinations, offers, and content we show you, based on your browsing activity, saved interests, and booking history. These tools assist — but do not solely determine — the recommendations your Travel Advisor makes; your bookings are reviewed by a person. We do not subject you to decisions based exclusively on automated processing that produce legal or similarly significant effects.

You have the right to:

• Access the personal information we hold about you;
• Request correction of inaccurate or incomplete information;
• Withdraw consent for non-essential uses (e.g., marketing communications) at any time, subject to legal and contractual obligations;
• Request deletion of your personal information, subject to our obligation to retain certain records (e.g., TICO compliance records);
• Lodge a complaint with the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) if you believe your rights have been violated.

To exercise any of these rights, contact our Privacy Officer at the address below. We will respond within thirty (30) days.

Depending on your province of residence, additional privacy laws may apply to your personal information, including Quebec's Act respecting the protection of personal information in the private sector (as amended by "Law 25") and the Personal Information Protection Acts of British Columbia and Alberta. We comply with the applicable requirements of these laws. Quebec residents may also contact the Commission d'accès à l'information du Québec (cai.gouv.qc.ca), and residents of British Columbia or Alberta may contact their respective Office of the Information and Privacy Commissioner.

We use reasonable administrative, technical, and physical safeguards designed to protect your personal information from loss, theft, and unauthorized access. These include encryption in transit, access controls, and staff training. No method of transmission or storage is perfectly secure; we cannot guarantee absolute security.

In the event of a breach of security safeguards involving your personal information that creates a real risk of significant harm, we will notify you and the Office of the Privacy Commissioner of Canada as required by PIPEDA, and maintain records of all breaches for at least 24 months.

Our website and services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13 without parental consent. Travel bookings involving minors must be made by a parent or legal guardian.

We may update this Policy from time to time. The "Last updated" date at the top of this page reflects the latest revision. Material changes will be communicated via email to active customers or via a prominent notice on our website.

For privacy-related inquiries, to exercise your rights, or to file a complaint:

Phoenix Voyages
Privacy Officer
Email: privacy@phoenixvoyages.ca
Phone: contact your Travel Advisor or use the form on our Contact page.

Phoenix Voyages is registered with the Travel Industry Council of Ontario (TICO).