Terms & Conditions

It is a wonderful day to shoptravel! We feel humbled and privileged to be able to support you on your journey, and more importantly that you are taking the time to read these terms and conditions of your travel.

These Terms and Conditions establish the legal arrangements for travel services acquired through shoptravel.com, and cover booking confirmations and all interactions during the reservation process.

Using the Platform constitutes acceptance of these Terms. We may modify them at any time; continued use of the Platform indicates acceptance of the updates, and you are advised to keep a copy for your records.

• “we”, “us” or “our” — Shoptravel Group Inc., a Canadian corporation, and its subsidiaries and corporate affiliates.
• “Content” — text, descriptions, reviews, photographs, images, videos, software, and other website submissions.
• “our Service” — the websites, apps, and online tools we provide.
• “Service Provider” — a travel supplier offering Travel Services through the Platform.
• “Travel Services” — services provided by Service Providers (accommodations, flights, car rental, activities).
• “you” — the individual using the Service.

Shoptravel Group Inc. operates as a licensed travel intermediary between customers and multiple suppliers, including airlines, hotels, ground transportation, meals, tours, excursions, and cruises.

The Agency acts solely as an intermediary — it is not affiliated with, controlled by, or related to Service Providers. It facilitates reservations, pricing, and availability without performing the travel services itself. You acknowledge that you are bound by both the Agency’s terms and the respective Service Provider’s terms.

These Terms apply to all website users. By accessing the site, you consent to:

• The Terms and Conditions of the Service Providers you select (featured via links/windows); and
• the Shoptravel Group Inc. Privacy Policy.

You must read, accept, and comply with all Agency and Service Provider terms. Completing a purchase signifies your total agreement. Both the Agency and Service Providers reserve the right to modify their terms, and you are responsible for reviewing the updated versions.

All website content belongs to the Agency or third-party suppliers and may not be copied, scraped, stored, reproduced, republished, displayed, distributed, modified, sold, or transferred without written consent.

The website is for legitimate travel information gathering and purchases only — not for false, fraudulent, or speculative reservations. You must be of legal adult age (at least 18 in Ontario and in your jurisdiction) and must provide correct contact details. The Agency accepts no responsibility for inaccurate email addresses, phone numbers, or credit card information.

You agree to

• Use the Service for personal, non-commercial purposes only
• Be at least 18 years old with legal authority to contract
• Use the Service lawfully and per these Terms
• Provide truthful, accurate, current, and complete information
• When booking for others, obtain their authorization, inform them of applicable terms, and accept responsibility for payments, changes, and cancellations

You agree NOT to

• Make false or fraudulent bookings
• Access, monitor, or copy content via robots, spiders, scrapers, or other automated means
• Violate robot exclusion headers or circumvent access-prevention measures
• Impose an unreasonable or disproportionately large load on our infrastructure
• Create deep links to any part of the Service
• “Frame,” “mirror,” or incorporate any part of the Service into another website

Prices display in Canadian Dollars unless stated otherwise. Rates quoted by Service Providers in other currencies use the exchange rate available at quotation time; later card payments may reflect a different rate applied by the Service Provider or card company. The Agency cannot control currency fluctuations.

If there is any discrepancy between an advertised price and the payment-page price, the payment page prevails. All prices are subject to change without notice. Session disconnections or expiry may change pricing, and the Agency is not responsible for server errors, failed connections, or technical/human defects.

Prices vary by occupancy (single, double, triple, quadruple). Star ratings and reviews are guidelines only — they reflect their authors’ perspectives, not the Agency’s opinions, and may differ from tour-operator ratings.

Suppliers may charge additional fees separately (baggage, pets, seat selection). The Agency also charges professional fees per person for bookings, changes, corrections, or cancellations. Professional fees appear as separate invoice lines, are charged directly by the Agency, are non-refundable, and are subject to GST.

New bookings (per person)

Changes & corrections (per person)

Cancellations (per person)

Authorizing your credit card indicates acceptance of the Agency’s and Service Provider’s terms, and confirms the full payment amount regardless of traveller status. Some Service Providers require a deposit or a valid card at check-in for local charges (e.g. hotel incidentals), which are the traveller’s responsibility.

Reservations confirm only after verification completes; rates and availability may change during verification. Billing address and phone number must match the card’s records, or the booking may be cancelled with or without notice.

• In-house charges incur a 3% merchant fee, which the Agency may adjust without notice.
• Visa Debit is accepted; on cancellation, funds may be held up to 60 days — a major credit card is recommended.
• Fund transfer (direct deposit) or eTransfer payments confirm after verification; a bank receipt may be requested.
• eTransfer payments that require a supplier card incur an additional 3% merchant fee.

You will receive a purchase confirmation email. It is your responsibility to provide accurate contact information for all travellers and to verify that the confirmation matches the services purchased.

Electronic tickets and supporting documents are sent approximately 14 days before departure; bookings made within 14 days receive documents within roughly 72 hours. If you do not receive them, check your junk/spam folder or contact customersupport@shoptravel.com.

Review your invoice, tickets, and itinerary carefully — verify dates, times, and that all names exactly match travellers’ passports. Report any discrepancy immediately to 1-888-266-5630 or customersupport@shoptravel.com.

Cancellations or changes may trigger up to 100% penalties, plus Agency service fees. Unless stated otherwise, all purchased services are non-refundable, non-transferable, and cannot be changed or cancelled. Where changes are possible, penalties may equal or exceed the full service price.

Agency service fees for a change or cancellation are at the Agency’s sole discretion — a minimum of $100 up to a maximum of 20% of the original transaction value. Requests must be made in writing to customersupport@shoptravel.com at least three (3) business days before travel; later notice results in higher penalties.

Refunds are returned to the original payment method via the original processor. The Agency has no visibility into a Travel Provider’s refund process, and Agency fees remain non-refundable unless stated otherwise.

You agree not to make speculative or fraudulent reservations. On detecting suspicious activity, the Agency will attempt to contact you for validation; failed validation triggers cancellation of bookings tied to that name, email, or card. Confirmed fraud may result in legal action and liability for the Agency’s losses, including legal costs and damages.

The Agency is not responsible for a Service Provider’s breach of contract or for any act or omission causing loss, damage, delay, or injury. It provides no warranty or guarantee of service quality, and does not own, manage, or operate any vehicles, hotels, resorts, cruise ships, or restaurants.

Travellers voluntarily assume all risks of travel, whether expected or unexpected. The Agency, its employees, and contractors are not liable for injury, damage, or loss arising from terrorism, social or labour unrest, mechanical difficulties, disease, local laws, weather, or other conditions beyond its control, nor for losses arising from a Service Provider’s bankruptcy or insolvency.

Non-Ontario Service Providers are not covered by the Travel Industry Compensation Fund (TICO). The Agency cannot judge a supplier’s financial viability and accepts no responsibility for supplier failures.

Travellers are strongly encouraged to purchase travel insurance for all travellers at the time of purchase. All policies contain exclusions, restrictions, and limits; the Agency is not responsible for losses arising from them.

Some countries require proof of medical insurance for entry. Purchasing through the website or by telephone constitutes acceptance of insurance offers and assumption of all responsibility if you travel uninsured. Unused services generate no refund.

As an intermediary, the Agency purchases services on your behalf and has no authority over refunds relating to service quality, cancellations, denied boarding, or unused travel. Report any Service Provider issue to customersupport@shoptravel.com, phone 1-888-266-5630, or by mail:

Service Provider disputes are not grounds for a chargeback. Initiating a chargeback requires you to fully indemnify the Agency for all out-of-pocket expenses regardless of the outcome, including investigation and collection costs, classified as a “debt” under this agreement.

Canadian citizens travelling abroad (including infants and children) require a valid Canadian passport, and many countries require validity of at least six (6) months beyond your departure date. Visas may be required depending on destination and nationality. You are responsible for ensuring every traveller has the correct documents for all destinations and for re-entry to Canada.

Confirm that passenger names match legal travel documents exactly. Damaged passports can result in denied boarding at your own cost. Useful links:

• Registration of Canadians Abroad: https://travel.gc.ca/travelling/registration
• Canadian passport applications: https://www.canada.ca/en/immigration-refugees-citizenship/services/canadian-passports/new-adult-passport.html

The Agency accepts no liability for refusal of entry or boarding due to inadequate passports, visas, or transit documents. Be aware of local customs and holiday closures at your destination (see travel.gc.ca).

Check-in & reconfirmation

Most flights open check-in at least three (3) hours before departure and close as early as one (1) hour prior. Late check-in may forfeit your seat with no refund. Flight times may change; you are responsible for reconfirming 12–24 hours before departure via the airline. Download the ShopTravel app and enrol in airline SMS alerts for updates.

Baggage

Check the airline’s website for current baggage rules (checked, carry-on, weight, restrictions). Security requirements (liquids, gels): http://www.catsa-acsta.gc.ca or http://www.tc.gc.ca.

Restrictions & seat selection

• Itineraries requiring an airport change may exclude transfer costs, which become the traveller's responsibility.
• You may see two charges: the airline ticket (via the airline/supplier) and the Agency's professional service fee.
• To reach the lowest fare, the Agency may combine one-way tickets — each segment has its own rules and fees.
• Seats are first-come, first-served unless pre-arranged; airlines may charge non-refundable seat fees. Aircraft changes can affect seat configuration.

Children travelling alone

Advise the airline or Agency in advance if an unaccompanied minor is travelling. Children under 18 travelling alone or with one parent/guardian should carry a notarized authorization letter from the non-travelling parent(s)/guardian(s). Some countries charge departure taxes payable locally.

Car rental companies and governments set minimum booking ages; not meeting them results in denial and possible cancellation fees. A valid driver’s licence is required (some countries require an international licence), along with a valid credit card, usually in the driver’s name. Some depots require a deposit above the pre-paid amount. Local taxes and fees are the traveller’s responsibility; pre-purchasing all-inclusive rates (where available) can reduce added costs.

Cruise-line-arranged flights are not confirmed for airline, routing, or times until two to three weeks before departure; the Agency can offer separate flights subject to service fees. Insurance for schedule changes that cause a missed embarkation is strongly recommended.

• Allow ample check-in time on sailing day and at every port of call; a pre-cruise overnight stay at the port is recommended.
• Cruise packages include return flights, cabin, and identified onboard inclusions; drinks, gratuities, and excursions are extra.
• Cruise lines may modify itineraries, skip ports, or substitute vessels for safety/weather reasons with no compensation or refund.
• Some cruise lines impose a main-traveller minimum age (18–21). Pricing reflects double occupancy; other occupancies vary.

Check-in is typically 3:00 pm and check-out 11:00 am local time regardless of your arrival/departure. Hotels require a credit card imprint or cash deposit at check-in for incidentals; even all-inclusive plans may add surcharges (premium liquor, specialty dining, spa), payable at check-out.

Hotel-only — pre-paid vs. paid locally

• Quoted prices may vary with the daily exchange rate, and some rates are non-cancellable/non-refundable — review conditions before booking.
• Rates reflect double occupancy; extra-person charges (including children) must be stated at booking.
• Locally-paid hotels may not include applicable taxes/fees in the shown price; these are collected at check-out.
• No refund is given for unused nights (including late check-in or early check-out).
• Guests may need to be 18–25 at check-in unless accompanied by a parent/guardian, per hotel policy.

To change or cancel, call 1-888-266-5630, email customersupport@shoptravel.com, or use the contact on your hotel voucher.

Some destinations require immunizations for entry or re-entry. You are responsible for meeting all health entry requirements and following medical advice; consult a travel medical clinic before departure and check travel.gc.ca for current requirements.

Travelling while pregnant

From the 32nd week, the Agency recommends a doctor’s letter confirming an uncomplicated pregnancy and fitness to fly; confirm airline policy in advance. Cruise lines generally refuse travel from the 24th week and require a “Fit to Travel” note. The Agency is not responsible for boarding refusals or related cancellations.

COVID-19 & health checks

Some countries require pre-boarding health checks or negative test proof, and carriers may refuse boarding on observing symptoms. Travellers bear all costs of any required extended stay. Verify requirements before departure at https://travel.gc.ca/.

All informational content (hotels, images, maps, descriptions) comes from third parties for guideline use only and may be inaccurate. The Agency keeps content current, but constant changes or circumstances beyond its control may render some information inaccurate. Star ratings are average ratings from the booking engine provider; each supplier maintains its own rating system, and hotel/resort ratings are not the Agency’s opinion.

This website is owned and operated by Shoptravel Group Inc., with offices in Ontario, Canada. All purchases proceed under Ontario laws and regulations. The Agency does not divert customer information to third parties outside Service Providers, except where required by government or law enforcement authorities or a court order. See the Privacy Policy for details.

These Terms are governed by the laws of the Province of Ontario and applicable Canadian federal laws. For questions or concerns: