Client Agreement & Terms and Conditions
Ottawa Valley Travel Agency (“OVTA,” “we,” “us,” or “our”) provides professional travel planning, travel advisory, booking and concierge services to clients. By engaging our services, submitting payment, requesting travel planning services, or proceeding with a booking, you (“Client,” “you,” or “your”) acknowledge that you have read, understood and agreed to the following Terms and Conditions.
These Terms and Conditions are intended to establish clear expectations between Ottawa Valley Travel Agency and its clients while complying with applicable Ontario travel-industry requirements.
1. OUR ROLE
Ottawa Valley Travel Agency is an independent travel agency operating in Ontario and is affiliated with Trevello Travel Group as its host agency.
OVTA acts as a travel advisor and intermediary between the Client and travel suppliers, which may include airlines, cruise lines, hotels, resorts, tour operators, destination management companies, insurance providers, transportation providers and other travel-service suppliers.
Travel services are ultimately provided by the applicable travel supplier. Each supplier may have its own terms, conditions, cancellation policies, payment schedules, change fees and restrictions.
The Client agrees to review and comply with both these Terms and Conditions and the applicable terms imposed by the travel supplier.
2. TRAVEL PLANNING CONCIERGE FEE
$150 CAD Non-Refundable Travel Planning Concierge Fee
OVTA charges a $150 CAD Travel Planning Concierge Fee before beginning customized travel research and planning.
This fee is a professional service fee for the time, expertise, research and personalized planning involved in developing travel options for the Client.
The fee may include:
Review of the Client's travel needs and preferences
Destination and travel-style research
Supplier and product research
Flight, accommodation, cruise, resort, transportation and/or activity research as applicable
Comparison of suitable travel options
Customized recommendations
Preparation of proposals and quotations
Travel-planning communication and consultation
Reasonable revisions within the original scope of the trip
Guidance intended to help the Client make an informed travel decision
The Travel Planning Concierge Fee does not constitute a deposit toward the cost of travel, unless expressly stated otherwise in writing.
The fee does not guarantee that the Client will book travel through OVTA.
The Travel Planning Concierge Fee is non-refundable.
Once OVTA begins providing customized planning, research or advisory services, the $150 CAD fee is earned for the professional time and work performed and is not refundable because the Client:
Changes their mind
Decides not to travel
Chooses to book independently
Chooses another travel provider
Does not find an option they wish to purchase
Delays making a decision
Changes their budget
Changes their destination
Changes their travel dates
Becomes unavailable
Stops responding
Cancels or abandons the planning process
The Client acknowledges that the fee is payable for the planning service itself and is not contingent upon the Client ultimately purchasing travel.
3. BEFORE WE BEGIN
OVTA may require a consultation before beginning customized travel research.
The purpose of the consultation is to understand the Client's travel goals, budget, preferences, priorities, limitations and expectations.
OVTA reserves the right to decline a planning request before accepting the Client or beginning work.
Payment of the Travel Planning Concierge Fee does not obligate OVTA to accept every requested destination, itinerary, supplier or travel arrangement.
4. SCOPE OF THE PLANNING SERVICE
The Travel Planning Concierge Fee applies to the trip and scope discussed with the Client at the beginning of the planning process.
The Client agrees to provide accurate and complete information regarding:
Number of travellers
Ages of travellers where relevant
Travel dates
Departure location
Destination preferences
Budget
Accommodation requirements
Accessibility requirements
Dietary requirements
Travel-document information where requested
Other information reasonably necessary to plan the trip
OVTA relies on information supplied by the Client when conducting research and preparing recommendations.
If information changes, the Client must notify OVTA as soon as reasonably possible.
5. MAJOR CHANGES TO THE TRIP
The $150 Travel Planning Concierge Fee covers planning within the original agreed scope.
A major change may include, but is not limited to:
Changing the destination or region substantially
Changing travel dates substantially
Changing the type of trip
Changing from one destination to a substantially different destination
Changing the number of travellers
Adding significant additional travellers
Changing from a resort vacation to a cruise, European itinerary, multi-city trip or other substantially different travel style
Significant changes to budget
Requesting substantially different accommodation standards
Adding substantial additional components to the itinerary
Requesting extensive new research after the original planning scope has been completed
Where a major change materially increases the amount of planning or research required, OVTA may require an additional planning fee before continuing.
The Client will be advised of any additional fee before additional work begins.
6. PROPOSALS, QUOTES & PRICING
Travel pricing and availability are dynamic and can change at any time.
A quotation or proposal provided by OVTA is based on the availability, pricing, inventory, taxes, fees and supplier conditions available at the time it is prepared.
Unless otherwise stated in writing, proposals are valid for 7 calendar days from the date issued.
A proposal does not guarantee that the quoted price, accommodation, flight, cabin, room category, package or other travel component will remain available.
If a proposal expires before the Client confirms the booking, OVTA may need to re-check pricing and availability.
The Client understands that the price available at the time of re-quoting may be higher, lower or materially different from the original proposal.
OVTA is not responsible for price increases or loss of availability that occur before a booking is confirmed and paid in accordance with the applicable supplier's requirements.
7. CLIENT DELAYS & INACTIVITY
OVTA understands that life happens. However, customized travel planning requires active communication because travel pricing and inventory can change quickly.
If a Client becomes unresponsive or does not provide requested information or decisions, OVTA may pause the planning process.
If there is no meaningful communication from the Client for 14 consecutive calendar days, OVTA may send a reminder requesting confirmation that the Client wishes to continue.
If there is no meaningful response within an additional 7 calendar days, OVTA may close or archive the planning file.
A closed planning file may require:
A new consultation
Updated travel requirements
New pricing and availability research
A new Travel Planning Concierge Fee
Any previously provided proposal may be considered expired once the planning file is closed.
8. COMMUNICATION & RESPONSE TIMES
OVTA operates primarily during regular business hours.
Client communications will generally be answered during business hours and are not guaranteed to receive an immediate response.
Clients should not rely on email or messaging to handle urgent, time-sensitive travel matters when immediate action is required.
Clients currently travelling
OVTA provides priority assistance to existing clients who are actively travelling and experiencing an urgent travel-related issue within the scope of services OVTA is able to assist with.
Priority assistance does not guarantee that OVTA can control or immediately resolve an issue caused by an airline, hotel, cruise line, tour operator, transportation provider, border authority, government agency or other third party.
9. COMMUNICATION EXPECTATIONS
OVTA values respectful, clear and professional communication.
We understand that travel can be stressful, particularly when changes or disruptions occur.
However, OVTA reserves the right to discontinue the planning relationship where a Client:
Communicates in an abusive, threatening or disrespectful manner
Makes unreasonable or excessive demands
Repeatedly disregards stated policies or boundaries
Provides materially inaccurate information
Fails to provide required information
Creates unreasonable expectations regarding pricing or availability
Repeatedly changes the scope of the trip without accepting applicable additional fees
Otherwise creates a professional relationship that OVTA reasonably determines is no longer workable
Where appropriate, OVTA will provide notice before closing the planning file.
10. BOOKING CONFIRMATION
Travel is not considered confirmed simply because a Client has received a proposal or quotation.
A booking is confirmed only when:
The Client has authorized the booking;
All required traveller information has been provided;
The applicable supplier payment or deposit has been processed;
The booking has been accepted and confirmed by the applicable supplier; and
OVTA has provided the applicable booking confirmation/invoice.
Clients should not make non-refundable arrangements based solely on an unconfirmed proposal.
11. SUPPLIER TERMS & CONDITIONS
Each travel supplier has its own terms and conditions.
These may include rules regarding:
Deposits
Final payment deadlines
Cancellation
Changes
Name corrections
Name changes
Flight changes
Cruise changes
Room changes
Refunds
Credits
No-shows
Missed flights
Missed connections
Minimum-stay requirements
Travel documentation
Baggage
Resort policies
Port charges
Taxes and fees
Non-refundable rates
Other restrictions
The Client agrees that the applicable supplier's terms and conditions form part of the Client's travel purchase.
OVTA cannot waive, alter or override supplier policies unless the supplier itself permits the change.
12. CHANGES & CANCELLATIONS
Changes and cancellations are governed by the applicable supplier's terms and conditions.
Supplier penalties, cancellation fees, administrative fees, fare differences, lost deposits, non-refundable amounts and other charges may apply.
OVTA will communicate applicable information to the Client as reasonably available.
Where a supplier permits a refund, credit, rebooking or other remedy, OVTA will assist the Client in accordance with the supplier's policies and the scope of OVTA's services.
The Client understands that OVTA does not control supplier decisions regarding refunds, credits, cancellations, schedule changes or other remedies.
13. TRAVEL DISRUPTIONS
Airline delays, cancellations, weather events, mechanical issues, strikes, labour disruptions, airport closures, cruise itinerary changes, resort closures, political events, government restrictions and other circumstances may affect travel.
OVTA will make reasonable efforts to assist its clients when disruptions occur.
However, OVTA cannot guarantee the outcome of a supplier disruption or control the actions of third parties.
Clients are responsible for following instructions issued by airlines, cruise lines, tour operators, airports, hotels, governments and other applicable authorities.
14. PASSPORTS, VISAS & TRAVEL DOCUMENTATION
The Client is responsible for ensuring that all travellers possess valid and appropriate travel documentation.
OVTA will provide information regarding known travel-document requirements as required under applicable Ontario travel-industry rules.
However, travel-document requirements can change and may depend on citizenship, residency, destination, transit points, passport validity and other individual circumstances.
The Client is ultimately responsible for ensuring that each traveller meets all applicable entry, exit, transit and documentation requirements.
OVTA is not responsible for denied boarding, denied entry, missed travel or other consequences resulting from inadequate or invalid documentation.
15. TRAVEL INSURANCE
OVTA will advise Clients of the availability of travel insurance where required.
Travel insurance may provide protection for certain situations including, depending on the policy:
Trip cancellation
Trip interruption
Medical emergencies
Baggage loss or delay
Travel delays
Other covered events
Insurance coverage varies significantly between policies.
The Client is responsible for reviewing the policy wording, exclusions, limitations, eligibility requirements and claim procedures before purchasing insurance.
A Client's decision to decline travel insurance is the Client's responsibility.
16. HEALTH, ACCESSIBILITY & SPECIAL REQUIREMENTS
Clients must disclose any requirements that may materially affect their travel arrangements.
This may include accessibility requirements, mobility needs, dietary restrictions, medical equipment, allergies or other special arrangements.
OVTA will communicate relevant information to suppliers where authorized and appropriate.
The Client understands that suppliers may have their own requirements, limitations and policies.
OVTA cannot guarantee that a supplier will accommodate a particular request unless the supplier has confirmed the accommodation.
17. PRICING & ALL-IN COSTS
OVTA will provide applicable pricing information in accordance with Ontario travel-industry requirements.
Where a travel price is provided, applicable taxes, fees and charges will be disclosed as required.
The Client understands that optional purchases, personal expenses, upgrades, excursions, baggage, seat selection, gratuities, resort charges, transportation and other items may not be included unless specifically identified in the proposal or invoice.
The final invoice/booking documentation will identify the travel services purchased and applicable charges.
18. PAYMENTS
All payments for travel services must be made according to the payment instructions provided by OVTA and/or the applicable supplier.
The Client is responsible for meeting all deposit and final-payment deadlines.
Failure to make a required payment by the applicable deadline may result in cancellation of the booking, loss of availability, loss of deposits or other supplier penalties.
OVTA is not responsible for losses caused by a Client's failure to meet a payment deadline.
19. COMMISSIONS & OVTA COMPENSATION
OVTA may receive commission or other compensation from travel suppliers when applicable.
The Client's travel price does not automatically increase because OVTA receives a supplier commission.
Where OVTA charges a separate professional planning or service fee, that fee will be disclosed to the Client before the service is provided.
20. THIRD-PARTY INFORMATION
OVTA may provide recommendations based on information supplied by travel suppliers, destination authorities and other third parties.
While OVTA makes reasonable efforts to provide accurate and useful information, supplier information, schedules, amenities, policies and operating conditions may change.
Photographs, descriptions, ratings and other representations may not always reflect the Client's individual experience.
The Client acknowledges that OVTA does not own or operate the travel services being recommended or sold.
21. LIMITATION OF RESPONSIBILITY
OVTA is not the provider of the airline, cruise, accommodation, transportation, tour, excursion or other third-party travel services purchased by the Client.
To the extent permitted by applicable law, OVTA is not responsible for losses, expenses, delays, injuries, damages or other consequences arising from the acts or omissions of third-party suppliers.
Nothing in these Terms and Conditions is intended to limit or exclude any rights or protections that cannot legally be limited or excluded under applicable Ontario or Canadian law.
22. CLIENT'S DUTY TO REVIEW DOCUMENTS
The Client is responsible for reviewing all proposals, invoices, confirmations, itineraries and other travel documents provided by OVTA.
Clients should immediately report any discrepancy, incorrect name, incorrect date, incorrect destination, incorrect traveller information or other error.
Once travel documents have been issued, changes may be subject to supplier fees or may not be possible.
23. TRAVEL DOCUMENT NAMES
Traveller names must be provided exactly as they appear on the applicable travel document where required by the supplier.
Name corrections or changes may result in fees or restrictions.
The Client is responsible for carefully reviewing names before authorizing a booking.
24. PROPOSAL OWNERSHIP & USE
Customized proposals, research, itineraries, recommendations and planning materials prepared by OVTA are provided for the Client's personal use.
They may not be reproduced, redistributed, resold or used to solicit competing travel arrangements without written permission from OVTA.
If a Client chooses to use OVTA's research to book independently or through another provider, the Travel Planning Concierge Fee remains non-refundable.
25. PRIVACY & CLIENT INFORMATION
OVTA collects and uses personal information reasonably necessary to provide travel-planning and booking services.
Information may need to be shared with travel suppliers, insurers, payment processors, host-agency systems or other parties necessary to complete or support the Client's travel arrangements.
OVTA will handle personal information in accordance with applicable privacy requirements and its applicable privacy practices.
26. TICO & ONTARIO CONSUMER PROTECTION
Ottawa Valley Travel Agency operates subject to applicable Ontario travel-industry legislation and regulatory requirements, including the Travel Industry Act, 2002 and Ontario Regulation 26/05, as applicable.
TICO requires Ontario travel agencies to provide consumers with important information concerning travel purchases, including applicable terms and conditions, pricing, cancellation restrictions and other relevant information.
Nothing in these Terms and Conditions is intended to remove, reduce or override any mandatory consumer protection or regulatory requirement.
Where these Terms and Conditions conflict with mandatory Ontario law or regulatory requirements, the applicable law or requirement will prevail.
27. TICO COMPENSATION FUND
Eligible travel purchases made through a TICO-registered Ontario travel agency may have access to protections provided through the Ontario Travel Industry Compensation Fund, subject to the eligibility requirements and limitations established by applicable legislation and regulations.
Counselling fees are treated differently from payments for travel services under the Compensation Fund rules.
The Client should retain invoices, receipts, confirmations and other documentation relating to their travel purchase.
28. CLIENT ACKNOWLEDGEMENT
By proceeding with OVTA's services, the Client acknowledges that:
The $150 CAD Travel Planning Concierge Fee has been disclosed before customized planning begins.
The Travel Planning Concierge Fee is non-refundable.
The fee is compensation for professional planning and research services and is not a deposit toward travel unless expressly stated otherwise.
Travel prices and availability can change.
Proposals may expire.
An expired proposal may need to be re-quoted.
Major changes to the original trip scope may require an additional planning fee.
Supplier terms and conditions apply to the travel services purchased.
Cancellation and change penalties may apply.
The Client is responsible for providing accurate information.
The Client is responsible for meeting payment and documentation deadlines.
Travel insurance is available and should be carefully considered.
OVTA cannot control supplier decisions, inventory, pricing, schedules or disruptions.
Communication is primarily handled during regular business hours, except for priority assistance for clients currently travelling.
OVTA may close a planning file where the Client becomes inactive or the professional relationship is no longer workable.
These Terms and Conditions do not override mandatory consumer protections under Ontario law.
29. ACCEPTANCE
By paying the Travel Planning Concierge Fee, submitting a booking request, authorizing OVTA to proceed with travel planning, or otherwise engaging OVTA's services, the Client confirms that they have had the opportunity to read these Terms and Conditions and agree to be bound by them.
Effective Date: August 21, 2026