5Continents Terms and Conditions – FIT
These terms describe deposits, payment, cancellation, changes, travel documents and the responsibilities associated with bookings arranged by 5Continents. The details in the booking confirmation and any disclosed supplier conditions should be read with these terms.
Booking conditions and deposits
A deposit is required when a booking is made. The standard deposit is $500 per person for destinations other than Africa and $750 per person for Africa, unless a different amount is stated for the booking. Certain tours or arrangements require a higher deposit; we will advise you of the amount before confirming the booking.
Air tickets must be paid in full before they can be issued and the airfare secured. We recommend confirming the land arrangements before air tickets are issued. We strongly recommend purchasing travel insurance when the deposit is paid. Once we receive the deposit, the booking and cancellation conditions described here apply.
Balance of payment
The balance is due 45 days before departure, unless the booking confirmation specifies another date. If payment is not received by the due date, 5Continents may cancel the booking without further notice. The deposit will not be refunded, subject to applicable law and any terms disclosed for the booking.
Cancellations
Cancellation requests must be sent in writing. If a booking is cancelled before final payment, the non-refundable deposit is forfeited. Following final payment, a cancellation made from 0 to 45 days before departure is subject to a 100% cancellation charge.
Airlines and other suppliers may impose their own cancellation charges in addition to the applicable 5Continents cancellation or amendment fees. Unused land services are not refundable, subject to applicable law and the terms of the relevant supplier.
Travel insurance
We strongly recommend insurance that covers cancellation, interruption, medical expenses and unforeseen travel delays.
Events beyond reasonable control
Travel arrangements can be affected by events outside the reasonable control of 5Continents or its suppliers, including natural disasters, severe weather, labour disruptions, war, civil unrest and government measures. When such events occur, we will advise you of available options where reasonably possible. Any change, cancellation, additional cost or refund remains subject to applicable law and the terms of the services involved.
Travel documents
Tickets, vouchers, joining and departure information, and relevant supplier contact details will normally be sent within two to three weeks before departure. Please review all documents promptly and notify us of any discrepancy. It is the travel agent’s responsibility to make sure travel documents reflect what they have confirmed to their clients.
Passports and visas
Travellers are responsible for holding the passports, visas and other documents required for every destination and transit point. Passport validity and entry requirements vary by country and may depend on the traveller’s citizenship. Travellers should verify the current requirements for their full itinerary before booking and again before departure. Those travelling on a passport other than a Canadian passport should pay particular attention to visa and transit requirements. Possession of the required documents does not guarantee entry, which remains at the discretion of the relevant authorities.
Travel agents are responsible for communicating applicable travel requirements to their clients. 5Continents does not undertake to advise travel agents’ clients individually; this does not limit any obligation imposed on 5Continents by applicable law.
Local standards
Utilities, services, accommodation standards and local practices may differ from those in a traveller’s home country. Review the itinerary and accommodation descriptions for the standards included in your booking.
Prices and changes to prices
Prices and availability should be reconfirmed when booking because exchange rates and supplier prices can change before a contract is concluded. After the contract is concluded, 5Continents may change the price only if this clause has been brought to the traveller’s attention as required by Québec law and a carrier imposes a fuel surcharge or the applicable exchange rate has increased by more than 5% between the contract date and the 45th day before departure. No change to the contracted price is permitted during the 30 days before departure. If the increase reaches at least 7% of the contract price, excluding taxes, the traveller may cancel for a refund or accept a comparable replacement trip. Any charges expressly payable directly at destination are identified separately in the booking documents.
Amendments
After a booking has been made, a change may incur a $25 supplier communication fee per change. Once documents have been issued, a change is subject to a minimum $50 administration fee in addition to applicable communication and supplier charges. We will advise you of the charges that apply to a requested change.
Minimum booking requirements
A booking should include at least three nights of accommodation and two other distinct services. If it does not meet those minimums, a $50 per person booking fee applies. Any such fee will appear on the invoice.
Flights and other transportation
Flight schedules, routings, carriers, aircraft and en route stops may change, sometimes without advance notice. Confirm flight details directly with the airline within 24 hours of departure and follow its check-in, boarding and airport arrival instructions. Allow sufficient time for check-in and security; for many international flights, arriving three to four hours before departure is prudent. Airline cut-off times vary. A missed check-in deadline or failure to meet boarding requirements may result in denied boarding.
The airline’s conditions of carriage and applicable passenger protection laws govern air transportation, including rights arising from delays, cancellations, denied boarding and baggage problems. Direct flight service complaints to the operating airline and retain receipts for any related expenses. 5Continents will assist with arrangements it has booked where reasonably possible, subject to its obligations under applicable law. Tickets and boarding passes are personal and generally cannot be transferred. The class of service, carrier and any fare conditions are those shown in the booking confirmation. Availability may be limited, supplements may apply, and some fares may not qualify for frequent flyer benefits. Sea and land transport services are subject to the applicable operator’s schedules and conditions.
Baggage
Each carrier sets its own baggage allowance, size and weight limits, and excess baggage charges. Allowances may depend on the fare or class of service. Check the rules of every carrier on the itinerary before departure. Security restrictions on carry-on items also vary. Keep necessary medication in its original labelled container in carry-on baggage and check current airline and security rules before travelling. Carry valuables and essential items with you where permitted, and consider insurance for personal belongings.
If baggage is delayed, lost or damaged, report the issue to the carrier as soon as possible, preferably before leaving the airport, obtain a reference number, and keep baggage tags and receipts. An airport report alone may not satisfy the requirement to submit a written claim to the airline. Claim deadlines depend on the flight and the type of loss; for example, damaged baggage on covered flights generally must be claimed within seven days of receipt, and delayed baggage on international flights within 21 days of receipt. The carrier’s obligations and any limits of liability are governed by applicable law and its conditions of carriage.
Purchases made abroad
Purchases made from independent merchants abroad, including goods ordered for later delivery, are transactions with those merchants. Travellers should confirm the item, delivery arrangements, shipping charges, duties and return terms with the seller and retain their receipts. 5Continents is not responsible for a merchant’s fulfilment, damage to goods or import charges, except to the extent required by applicable law.
Connecting flights on separate tickets
Separate tickets are independent bookings. Travellers should allow ample time between flights—at least three hours as a general planning minimum, and more where baggage collection, immigration, a terminal change or a new check-in is required. A change or delay to one flight may not give the traveller protection on a separate ticket. Contact the affected airlines promptly about rebooking and any applicable rights. Additional airfare and expenses are governed by the relevant booking terms, insurance and applicable law.
Operator responsibility
5Continents arranges travel services with airlines, hotels, transport providers and other independent suppliers. Each supplier is responsible for the services it provides under its own conditions. Schedules, vehicles, accommodations and itineraries may need to change for operational reasons or for travellers’ comfort or safety. Where a change occurs, we will communicate the revised arrangements and account for any applicable additional cost or saving, subject to the booking and supplier terms and applicable law.
Air carriage is governed by the airline’s applicable contract of carriage. 5Continents may withdraw a tour or decline or discontinue a traveller’s participation when circumstances warrant, subject to applicable law and the terms communicated for the booking. Travellers should safeguard their tickets and travel documents and notify us promptly if any are lost.
Notice of claims
If a service at destination does not meet the confirmed arrangements, contact the local supplier promptly using the details in your travel documents so it can try to resolve the issue during the trip. If the matter remains unresolved, notify 5Continents in writing at the contact address shown on your booking documents and provide the booking reference, a description of the issue and any supporting records. Please submit the claim as soon as possible and preferably within 30 days after the trip ends so that it can be investigated while records are available. This process does not limit any rights or remedies available under applicable law.
5Continents Terms and Conditions for Groups
Group booking terms are determined on a case-by-case basis. Each confirmed group will receive its own contract setting out the payment, cancellation and other conditions applicable to that group. The group contract governs the booking, subject to applicable law.