General Terms & Conditions

(effective December 2025)

Please carefully read and understand the Terms & Conditions set out below. 

Dianne Frost Luxury Travel  ("we", "our", "us") is an independent affiliate of Escapes.ca (Skyland Travel Inc.), a licensed travel agency operating in Canada. It complies with applicable provincial regulations governing the sale of travel services. Escapes.ca (Skyland Travel Inc.) is registered with Consumer Protection BC (CPBC) BC License #2143 and with the Travel Industry Council of Ontario (TICO) registration number #50022202. 

Dianne Frost Luxury Travel acts as a seller of travel services provided by third-party suppliers, including but not limited to airlines, hotels, cruise lines, and tour and transportation operators. All travel services are subject to the individual terms and conditions of each third-party supplier. 

In these Terms & Conditions, references to "you" and "your" include the first-named person on the reservation and all persons on whose behalf a reservation is made.

If you make a reservation on behalf of others (family or friends travelling with you):

  • You are deemed the Primary Contact for that reservation and represent that you are authorized to act on behalf of all travellers named

  • Before making the reservation, you must ensure that all travellers are informed of these Terms & Conditions and the trip information. 

If you are a traveller named in a reservation made by a Primary Contact, you agree that the Primary Contact may amend or cancel your booking on your behalf, and their actions will bind you, unless you notify us in writing that they are not authorized to do so.

Privacy Policy

Any personal information that we collect will be handled in accordance with our Privacy Policy. 

Travel Documentation 

Canadian / US citizens must travel with a valid passport, valid for at least six months beyond the return date.

Obtaining passports and visas may require lengthy processing times; it is your responsibility to ensure that all necessary documentation is valid and in your possession before departure.

If you are not a Canadian / US citizen or unsure of the entry requirements for the country you are travelling to, please inform us so we can direct you to the appropriate consulate or embassy.

IMPORTANT: Children travelling with one parent or a non-guardian require a notarized letter of consent for trans-border and international travel. Each child must have their own valid passport (valid for at least 6 months beyond the return date) and any required visas and tourist cards.

Dianne Frost Luxury Travel is not responsible for denied boarding or entry due to incomplete or incorrect documentation.

Names & Information Accuracy 

Names provided must exactly match each traveller’s passport or government-issued ID, including first, middle, and last names, titles, and suffixes.

You must review all confirmations, tickets, and invoices upon receipt. Discrepancies must be reported to us within 24 hours.

Changes requested after 24 hours may result in:

  • Airline or supplier change fees

  • Fare differences

  • Reissuance fees

  • Denied boarding

Dianne Frost Luxury Travel is not liable for costs resulting from incorrect or incomplete passenger information. 

Travel Insurance

In the event of an unforeseen circumstance, you may risk losing 100% of your travel investment. Supplier terms and conditions are stringent, and no exceptions will be made, regardless of how unfortunate or unforeseen a circumstance may be. We strongly recommend purchasing comprehensive insurance that includes cancellation, medical, interruption, and baggage coverage. 

If you decline insurance, you are fully responsible for any financial losses. 

It is your responsibility to read and familiarize yourself with your travel insurance package, to understand what your purchase covers and under what conditions.

Payments 

Payment may be required in full or as a deposit at the time of booking, depending on the supplier’s policy. Accepted payment methods include Visa, MasterCardand American Express.

If paying a deposit, the remaining balance must be paid by the final payment due date stated in your confirmation email. Failure to pay in full by the due date may result in the supplier automatically cancelling your reservation without a refund.

The information submitted via our credit card authorization form is stored securely and encrypted to protect client data. This information is permanently deleted once we have completed all payments on your behalf.

We reserve the right to verify payment details and request additional documentation (e.g., photo identification or signed credit card authorization) to prevent fraud. All fraudulent purchases will be investigated and pursued legally.

Confirmation and Delivery 

The majority of travel tickets and vouchers are now issued as electronic tickets, known as eDocuments, eTickets, or travel documents. You will receive an electronic Trip Plans itinerary summarizing your reservation details to your email. It is your responsibility to review all information carefully for accuracy. Any errors must be reported immediately.

It is your responsibility to ensure that any emails we send are not deleted or directed to spam filters or junk folders. Please adjust your email settings to ensure our emails are delivered correctly. We are not responsible for misdirected or undelivered emails due to spam filters, incorrect addresses, or client negligence.

Non-Refundable Fees & Professional Services 

Professional service fees, including Travel Design Fees and change/reissue fees, are non-refundable.

Cancellations, Changes and Refunds 

Once flight tickets are issued, any changes to dates, times, or routing will incur:

  • Airline change fees and any applicable fare difference; 

  • A $150 CAD per ticket reissuing fee charged by Dianne Frost Luxury Travel

Any changes required due to your entering incorrect information, such as misspelled names, may result in additional fees. 

Third-party suppliers may modify, substitute, or cancel any part of a trip, including:

  • Flight schedules

  • Routing

  • Accommodation

  • Transportation

  • Activities or excursions

  • Cruise itineraries and ports

The relevant supplier's policies govern all cancellations, amendments, and refunds and are beyond the control of Dianne Frost Luxury Travel. Some reservations may be non-changeable or non-refundable once confirmed. Additional costs incurred from changes are your responsibility. Compensation is at the sole discretion of the supplier and is handled on a case-by-case basis.  

Other Important Information

As a seller of travel products from multiple suppliers to various destinations, we cannot control or be held responsible for the numerous circumstances that may be associated with each reservation. By making a reservation with us, you assume specific responsibilities, costs and risks associated with the reservation. These may include, but are not limited to, the following:

  • Pricing: All prices are subject to change until full payment has been received. Price increases may occur due to currency fluctuations, tax changes and third-party supplier surcharges.

  • Travel Risks: Travel involves inherent risks. By booking with us, you agree to review government travel advisories, take necessary precautions against any potential risks that may arise when travelling to a different country and assume responsibility for your decision to travel.

  • Baggage Allowance: Baggage allowance and costs are determined by your airline’s baggage policy and fees. 

  • Advanced Seat Selection: Advanced seat selection and costs are determined by your airline’s seat selection policy and fees. 

  • Airport Check-In: Arrive at the airport at least 3 hours before departure to allow time to check in and pass through security. Check-in counters close one hour before departure. Attempting to check in after the check-in process has closed will result in denial of boarding, and you will not receive a refund. 

  • Accommodations: We make every effort to provide adequate and up-to-date information; however, accommodation standards are subjective and can change without notice. Please notify us immediately if any problems arise so that proper procedures can be followed to rectify the issue(s).

  • Hotel Duration: If travelling on a vacation package, the duration is determined by the flight times; however, in some cases, flight times may not align conveniently with hotel check-in and check-out times. You should carefully review flight times and hotel details before booking.

  • Room Allocation: Suppliers allocate rooms within the category reserved. The final allocation may depend on availability at check-in. If you would like to change rooms, you must request a change with the accommodation supplier, and it may be subject to additional fees.

  • Third-Party Supplier Failure or Bankruptcy: If a supplier becomes insolvent, ceases operations, or fails to provide contracted-for services, we will work with you to obtain compensation directly from the supplier, the insurance provider, or the credit card company.

Standards of Conduct 

Dianne Frost Luxury Travel is committed to treating clients, suppliers, and fellow travellers with dignity, courtesy, and respect. 

We invite you to help us foster an inclusive environment for everyone, regardless of race, national origin, ethnic origin, place of origin, ancestry, colour, religion, age, sex, sexual orientation, gender identity, gender expression, marital status, family status, genetic characteristics, mental disability, physical disability, source of income or any other grounds protected by the Canadian Human Rights Acts. 

To create a safer and more welcoming experience, we ask you to:

  • Maintain positive and respectful relationships with fellow travellers and travel supplier staff.

  • Respect others' identities and backgrounds, including names and pronouns. 

  • Avoid participating in or condoning activities that could harm others or jeopardize their physical, emotional, or mental well-being.

  • Practice active consent when engaging in activities with others.

  • Refrain from participating in or condoning bullying, non-consensual behaviour, discrimination, harassment, or violence.

  • Act with honesty and integrity, and decline to engage in or support any activities that may be unethical or illegal.

The following behaviours will not be tolerated:

  • Behaving in contravention of any local government laws, regulations, orders, or guidance from health officials, as well as violating travel supplier policies, signage, or the directions of staff.

  • Engaging in discriminatory, derogatory, demeaning, or hateful behaviour, along with exhibiting aggressive, abusive, threatening, or intimidating behaviour.

  • Any form of physical assault or violence, and actions that endanger the health or safety of others.

  • Committing any form of sexual abuse or misconduct, which includes unwelcome sexual or discriminatory comments, jokes and attention.

  • Possessing or using authentic or replica firearms, other weapons, explosives (including fireworks), ammunition, or any toxic or dangerous materials that can harm others.

  • Using, possessing, or distributing illicit drugs; exhibiting excessive impairment due to alcohol, cannabis, or the use of illegal substances; and supplying alcohol or other intoxicants to individuals under the legal age.

  • Taking photographs, video, or audio recordings without prior consent. 

  • Stealing, misusing, destroying, defacing, or damaging travel supplier property. 

  • Supplying false information or forging and misusing any Dianne Frost Luxury Travel or travel supplier documents.

Limitation of Liability 

Dianne Frost Luxury Travel shall not be liable for any damage, loss (whether direct, indirect, consequential), including personal injury, death and loss of or damage to property or expense of any kind, resulting from:

  • Acts of God or force majeure (such as, flood, earthquake, storm, hurricane or other natural disasters), war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, riots, civil disturbances, industrial disputes, natural and nuclear disasters, fire, health risks, nationalization, government sanction, blockage, embargo, labour dispute, strike, epidemic, pandemic, quarantine, lockout or interruption or failure of electricity or telephone service and/or any unforeseen technical problems with transport including changes due to rescheduling or cancellation or alteration of flights, closed or congested air or of any ports or ports.

  • An act or omission of any supplier, insurer, or any other person

  • Lost or damaged baggage

  • Failure to obtain valid travel documents

  • Non-guaranteed special requests (room type, bedding, etc.)

  • Failure to disclose special requirements

  • Traveller negligence