Terms of Service

These Terms of Service govern your use of the Phoenix Voyages website and the booking services we provide. Phoenix Voyages is registered with the Travel Industry Council of Ontario (TICO Registration #50028032) and operates under Ontario Regulation 26/05 of the Travel Industry Act, 2002.

By making a booking with us, you agree to these Terms in addition to the supplier conditions specific to your travel arrangements. Please read them carefully before completing a booking.

Phoenix Voyages acts as a travel retailer and agent for the cruise lines, airlines, hotels, tour operators, transfer providers, insurance underwriters, and other suppliers (collectively, "Suppliers") that actually provide the travel services you book. Each Supplier's own terms, conditions, fares, and tariffs apply to your booking and form part of your contract for those services.

We exercise reasonable care in selecting Suppliers and arranging your travel, but Phoenix Voyages does not own or operate any cruise ship, aircraft, hotel, motorcoach, or other conveyance. We are not responsible for changes, cancellations, schedule adjustments, denied boarding, lost baggage, injuries, or other service failures on the part of any Supplier.

Quotes are valid only when confirmed in writing by your Travel Advisor and remain subject to availability, Supplier confirmation, and receipt of any required deposit. All prices are quoted in Canadian dollars (CAD) unless otherwise stated, and exclude applicable taxes, levies, fuel surcharges, port fees, and other government charges unless explicitly itemized.

Errors in published prices or descriptions, whether on our website or in any printed material, do not bind Phoenix Voyages. We reserve the right to correct any error and to re-quote or cancel the booking if a corrected price is not accepted.

Once full payment for travel services has been received, the price of those services will not be increased. Before full payment is received, Phoenix Voyages and the Supplier may pass on increases attributable to:

• Government taxes or fees,
• Currency fluctuations,
• Fuel surcharges imposed by transportation providers,
• Supplier tariff adjustments.

If a cumulative price increase exceeds seven percent (7%) of the original quoted price, you may, in accordance with Ontario Reg. 26/05, cancel the affected booking and receive a full refund of all amounts paid, provided you do so within the timeframe specified in your booking confirmation. Increases attributable solely to a new or increased government tax (such as GST, PST, or HST) do not count toward the 7% threshold.

A non-refundable deposit is typically required at the time of booking. The deposit amount, currency, and final-payment deadline are specified at checkout and in your booking confirmation. Failure to meet the final-payment deadline may result in automatic cancellation by the Supplier and forfeiture of the deposit and any other amounts subject to penalty.

We accept Visa, Mastercard, and American Express through our secure payment processor. Phoenix Voyages does not store full credit-card numbers on our systems.

Cancellation fees vary by Supplier and are detailed in your booking confirmation and in each Supplier's own cancellation policy. Many fares (e.g., promotional cruise fares, basic-economy airfares, last-minute packages) are non-refundable from the time of booking. We will disclose the applicable cancellation terms before you confirm a booking.

Requests to cancel or modify a booking must be submitted in writing to your Travel Advisor and take effect only once acknowledged by Phoenix Voyages during normal business hours. Cancellation fees are applied per the relevant Supplier's policy in effect on the date the cancellation request is received.

Refunds, when applicable, are processed back to the original payment method and may take several billing cycles to appear on your statement, depending on your card issuer.

Travel insurance is strongly recommended and may be required by some Suppliers or destinations. Phoenix Voyages offers comprehensive travel insurance through licensed Canadian underwriters covering medical, trip cancellation, trip interruption, baggage, and accidental death and dismemberment.

If you decline travel insurance, we will document your declination in writing. You acknowledge that, without insurance, you assume full financial responsibility for any covered losses, including but not limited to cancellation penalties, medical expenses incurred abroad, and emergency evacuation costs.

You are solely responsible for ensuring that you and every traveller in your booking hold the correct travel documents for your itinerary, including:

• A valid passport with at least six (6) months of validity beyond your scheduled return date, and the number of blank pages required by your destination(s);
• Any visas, electronic travel authorizations (e.g., U.S. ESTA, Canadian eTA, Australian ETA, UK ETA, etc.), or entry permits required for the countries you will visit or transit;
• Any vaccination certificates or health-screening documentation required by destination governments;
• For minors travelling without one or both legal guardians: a notarized parental consent letter, where required.

Phoenix Voyages will provide general document guidance, but the responsibility to obtain and present correct documentation rests with the traveller. We are not responsible for losses or expenses arising from inadequate documentation, denied boarding, or refused entry.

Phoenix Voyages is not liable for failure to perform, or delay in performance, caused by circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, civil unrest, government action, pandemic, epidemic, quarantine, strikes, labour disputes, mechanical breakdowns, severe weather, natural disasters, or any other force majeure event. In such circumstances, Supplier policies govern your entitlement to refunds, credits, or rebookings.

To the maximum extent permitted by law, Phoenix Voyages' liability under or in connection with any booking is limited to the amount we received as commission on that booking. We shall not be liable for any indirect, incidental, consequential, punitive, or exemplary damages, including lost profits or lost enjoyment of travel, arising out of or in connection with the use of our services.

Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable Canadian law, including the Travel Industry Act, 2002 and the Consumer Protection Act, 2002.

Phoenix Voyages is required to participate in the Ontario Travel Industry Compensation Fund administered by TICO. The Fund provides limited reimbursement to eligible Ontario consumers who have paid for travel services that were not delivered because of a Supplier's or retailer's financial failure. Claims and eligibility are governed by Ontario Reg. 26/05. For full details, visit www.tico.ca.

If you have a complaint about services we provided, please contact your Travel Advisor first; we aim to resolve issues directly and quickly. If you remain dissatisfied, you may contact TICO at www.tico.ca or by phone at 1-888-451-TICO (8426) to escalate the complaint.

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any dispute arising under or in connection with these Terms shall be brought in the courts of the Province of Ontario, which shall have exclusive jurisdiction, subject to any mandatory consumer-protection statute that provides otherwise.

We may amend these Terms from time to time. The "Last updated" date at the top of this page reflects the latest revision. The Terms in effect at the time you made your booking govern that booking.

Phoenix Voyages — TICO Registration #50028032
Email: info@phoenixvoyages.ca