Client Terms & Conditions
CLIENT TERMS
Planning, Payment & Booking Conditions
Your Experience, Our Experience
Version 1 · Prepared July 2026 ·
00 · AGREEMENT OVERVIEW
These Terms explain how The Munro Collection plans travel, presents proposals, accepts payment, secures booking authorization, works with travel suppliers, protects payment information, and delivers final travel documents. Please read them before paying a planning fee or approving a proposal.
Your Experience, Our Experience
Last updated: July 2026
1. Parties and contact information
These Client Terms and Booking Conditions (the “Terms”) are between The Munro Collection (“TMC,” “we,” “us,” or “our”) and the person who purchases, requests, approves, or pays for services (“Client” or “you”). A “Traveller” is any person included in the travel arrangements. A “Supplier” is a third party that owns, operates, sells, fulfils, or processes any travel product or related service.
Legal entity: The Munro Collection. Business location: Airdrie, Alberta, Canada. Email: concierge@themunrocollection.ca. Telephone: 403-369-4411. Business address for legal notices: 105 Railway Ave, Airdrie, AB, T4B 0E3
The Client represents that they are at least the age of majority where they live and have authority to accept these Terms for themselves. If the Client acts for other Travellers, the Client must share the relevant documents and obtain their authority before providing their information or approving arrangements on their behalf.
2. How the agreement is formed
A binding agreement for TMC planning services is formed when you are shown these Terms, have a reasonable opportunity to review and correct your information, affirmatively accept them, and complete the required planning-fee payment. Acceptance may be recorded through an unticked website checkbox, TravelJoy form, electronic signature, or another clear electronic acceptance method.
The contract for a specific journey may include these Terms, the accepted planning scope, the approved proposal, each invoice and payment schedule, a signed card or supplier authorization, TMC written confirmations, and the applicable Supplier terms. We will provide or make available an electronic copy of the accepted contract record.
If documents conflict, mandatory law controls. The accepted proposal or invoice controls the commercial details of TMC’s services; a specific signed payment authorization controls permitted card use; and Supplier terms control the Supplier’s travel product, cancellation rules, and performance obligations.
3. Our role
TMC provides travel planning, research, curation, itinerary design, coordination, booking support, client communication, and related professional services. We may administer proposals, forms, invoices, authorizations, and trip records through TravelJoy and may reserve accommodations or other
arrangements directly with hotels and other approved Suppliers.
Unless TMC expressly identifies itself as the Supplier of a particular service, TMC acts as a planner and arranger. Airlines, hotels, resorts, cruise lines, tour operators, transportation providers, activity providers, insurers, payment processors, and other Suppliers are independent third parties. Your right to use their products and your remedies for their performance are governed by their terms and applicable law.
TMC may receive planning fees, service fees, commissions, markups, or other lawful compensation connected with a booking. Any amount that must be disclosed or separately approved will be shown before the relevant transaction.
01 · PLANNING SERVICES
4. Planning packages and scope
TMC offers Explorer, Signature, Bespoke, Curated Collections, and any custom service described in writing. Public starting prices are not a promise that every request can be completed at the starting fee. Your accepted scope will identify the selected service, deliverables, exclusions, expected timeline, included refinements, support period, and any client dependencies.
A refinement adjusts the approved brief. A materially different destination, travel period, party size, route, trip concept, complexity, or work requested after the included refinements may require a new written scope, fee, and timeline. TMC will not begin additional paid work without disclosing the change first.
5. Planning fee
The planning fee pays for professional discovery, research, curation, design, coordination, and the defined support in your accepted scope. It is separate from flights, accommodations, cruises, transfers, activities, meals, insurance, taxes, resort fees, Supplier charges, and other travel costs unless an invoice expressly states otherwise.
The planning fee and acceptance of these Terms are due before research or itinerary production begins. Payment may be made by e-transfer, credit card, or debit card as stated on the invoice. TMC will not request online banking credentials or card information via ordinary email, text, chat, PDF, or general form.
If TMC declines the engagement before planning work begins, the planning fee will be returned. Once consultation, research, curation, design, or other agreed-upon planning work begins, the fee for that work is earned and non-refundable, except as required by law or expressly agreed in writing. Supplier cancellations, changes, price increases, unavailability, or the Client’s decision not to book do not undo planning work already performed.
6. Client brief, timing and delays
Timelines begin only after TMC has the accepted scope, cleared planning fee, complete brief, required Traveller details, and any other information identified as necessary. A late response, changed brief, missing decision-maker, incomplete information, or Supplier delay may extend delivery or require a revised quote.
TMC will communicate the expected first-delivery timeline and any material change. A timeline is an operating target unless expressly guaranteed in writing; it does not guarantee Supplier availability or booking confirmation.
7. Proposals, quotes and availability
A proposal is an invitation to approve identified options; it is not a booking or guarantee. Unless expressly marked “confirmed,” all prices, exchange rates, taxes, fees, schedules, inventory, room or cabin categories, promotions, amenities, and Supplier terms remain subject to change until the Supplier confirms.
Each time-sensitive proposal may state an expiry, hold deadline, or decision date. TMC may reprice or replace an option after that time. Your approval authorizes TMC to proceed only with the exact option, travellers, dates, total, currency, payment schedule, and terms shown in the approval record.
02 · PAYMENT AND BOOKING
8. Currency, totals and payment methods
Unless stated otherwise, TMC planning-package fees and international pricing are quoted in United States Dollars (USD). CAD may be offered when requested. Every invoice will identify the controlling currency, itemized amounts, taxes or fees, total due, payment method, due date, and any material restrictions. The invoice—not a bare dollar sign or earlier estimate—controls the amount and currency due.
Payment may be accepted by e-transfer, credit card, or debit card only as stated on the invoice. If e-transfer requires a converted amount, the exact remittance currency and amount shown on the invoice must be used. Bank, foreign-exchange, card-issuer, or payment-processing costs borne by the Client will be disclosed where TMC controls them; charges imposed independently by the Client’s financial institution remain the Client’s responsibility.
A payment is received only when it has cleared and can be matched to the correct invoice. Payment does not itself confirm travel. A booking is confirmed only after the Supplier accepts it and TMC or the Supplier issues a confirmation.
9. Who processes travel payments
Depending on the approved arrangement, a payment may be processed as a TravelJoy direct payment, charged directly by a hotel or other Supplier, or received by TMC through the method stated on the invoice. The merchant or processor shown on the invoice, authorization, receipt, and card statement may therefore be TravelJoy, its payment processor, the Supplier, or TMC.
Where TravelJoy direct payment tools are used, funds may be held and applied through its trip or group funds workflow. Where a Supplier invoice or direct Supplier booking is used, the Supplier may charge the authorized card itself. In some hotel arrangements,
TMC’s company card or funds may guarantee or pay the confirmed room and included items. That does not transfer the Traveller’s responsibility for personal incidentals or guest-caused charges to TMC. TMC will maintain a trip ledger showing Client payments, Supplier obligations, balances, refunds or credits, and confirmations without reproducing restricted card data.
10. Required secure card authorization
A secure backup card authorization may be required even when a planning fee or travel balance is paid by e-transfer. Its purpose is to protect TMC if a hotel or other Supplier charges TMC’s company card or funds for actual amounts attributable to the Client or Travellers. It is not permission for TMC to purchase general trip changes, upgrades, or emergency services.
Card details must be submitted only through TravelJoy’s secure credit-card authorization or Supplier-invoice workflow, or another expressly approved secure provider. The card is retained by that platform or processor, not copied into TMC email, messages, PDFs, spreadsheets, ordinary forms, itinerary files, or general client records. Card security codes are not retained after authorization.
Whenever the hotel permits, each Traveller must present their own acceptable card at check-in for the hotel’s security deposit and personal incidentals. TMC’s company card is not guest incidental credit. The Client is responsible for actual documented charges attributable to the Client or Travellers, including room or property damage, smoking, missing items, unauthorized occupants or pets, minibar, room service, parking, extra cleaning, fines, penalties, and other personal incidentals not expressly included in the confirmed booking.
The TravelJoy authorization must identify the hotel or Supplier, covered guest-charge categories, and a maximum reimbursement amount. If the hotel or Supplier passes a covered charge to TMC, TMC will provide the Client with the available supporting documentation and notice before processing reimbursement when reasonably possible. A card on file is not unlimited permission to charge. An unrelated or above-cap amount requires new written authorization or a separate invoice. The authorization maximum limits what TMC may process through that authorization without a new approval;
it does not erase the Client’s responsibility for a valid documented guest-caused charge. The Client is responsible for maintaining a valid card and sufficient available credit for an authorized reimbursement.
11. Booking confirmation
Before booking, TMC must have the exact Client approval, applicable Supplier terms, required payment or cleared funds, and secure authorization. TMC may refuse to proceed if information is inconsistent, authorization is unclear, fraud or sanctions concerns arise, or the request falls outside TMC’s authority or a Supplier’s rules.
After booking, TMC will provide a written summary identifying confirmed items, confirmation numbers, amounts paid or due, payment and cancellation deadlines, and anything still pending, held, requested, or unconfirmed. The Client must review legal names, dates, routes, room or cabin categories, totals, currency, and other critical details immediately and report any discrepancy before the applicable deadline.
12. Changes, cancellations and refunds
All change, cancellation, no-show, refund, credit, and penalty rules are booking-specific. The Supplier’s current terms apply to the Supplier product. TMC will not change or cancel an arrangement based on a pricing inquiry alone; the authorized Client must give clear written instructions after receiving the available consequences.
TMC may charge an additional planning or service fee for change, cancellation, disruption, or new work only when that fee is disclosed and accepted before the work begins, except for work reasonably necessary to contain an immediate risk with pre-authorized scope. TMC planning fees already earned remain non-refundable except as required by law.
Supplier refunds and credits remain subject to Supplier approval, method, timing, expiry, and restrictions. TMC will pass through or account for amounts it actually receives for the Client, less only a disclosed and lawful amount. A payment dispute or chargeback does not itself cancel a booking; the Client must use the written cancellation process and remains responsible for valid charges and Supplier consequences.
13. Non-payment, failed payment and service suspension
If a required payment or authorization is late, declined, reversed, disputed, or cannot be reconciled, TMC may pause work and the Supplier may release inventory, cancel a hold, impose a penalty, or change the price. TMC is not responsible for loss of an option caused by missing cleared funds or authority before the stated deadline.
TMC may suspend or end service for material non-payment, suspected fraud, unlawful activity, abusive conduct, false information, refusal to follow security requirements, or a request that cannot be fulfilled safely or lawfully. Any confirmed Supplier arrangement remains governed by its own terms.
03 · TRAVELLER RESPONSIBILITIES
14. Accurate information and document review
The Client must provide complete and accurate legal names, dates of birth, contact details, citizenship or residency information when relevant, passport details through an approved secure method, accessibility and dietary needs, and any other information reasonably required for the arrangement. TMC is not responsible for costs or denial of service caused by inaccurate, incomplete, or late Client information.
The Client and each Traveller must review proposals, invoices, authorizations, confirmations, tickets, vouchers, itineraries, insurance records, and Supplier terms. Tell TMC promptly about any inconsistency. Corrections to a TMC error do not consume an included refinement, but Supplier fees or losses may apply when the original information came from the Client or the correction arrives after a deadline.
15. Passports, visas, entry, health and legal requirements
Each Traveller is responsible for valid passports, visas, transit permissions, entry authorizations, consent letters, vaccinations or health documents, criminal-admissibility issues, and compliance with government, border, carrier, and destination rules. Requirements can change and may depend on nationality, residence, routing, age, and personal circumstances.
TMC may provide general guidance or links to official sources but does not provide legal, immigration, medical, or government advice and does not guarantee entry, boarding, or approval. Travellers must verify personalized requirements with the relevant authorities before booking and again before departure.
16. Travel insurance
TMC strongly recommends that every Traveller promptly consider suitable insurance for cancellation, interruption, emergency medical care, evacuation, delay, baggage, Supplier default, and other relevant risks. Coverage, eligibility, exclusions, timing, and claims are governed only by the insurer’s policy.
Where permitted, TMC may provide access to an insurer or licensed source but does not guarantee that a policy is suitable or that a claim will be paid. The Client may be asked to record that insurance was purchased through the offered source, obtained elsewhere, or declined.
17. Accessibility, dietary, medical and special requests
TMC will communicate reasonable accessibility, dietary, medical-support, celebration, privacy, room, seating, amenity, or other special requests to Suppliers when included in scope. A request is not confirmed unless the Supplier confirms it in writing. TMC cannot guarantee performance that remains within the Supplier’s control.
Travellers should disclose only information reasonably necessary to arrange the requested support and should seek appropriate medical advice for travel fitness, medication, allergies, or health risks. Immediate medical or safety emergencies must be directed to local emergency services first.
18. Handcrafted itinerary, confirmations and final brochure
After the required bookings, payments, records, and quality checks are complete, TMC will deliver a handcrafted branded PDF itinerary or travel brochure together with available confirmations, tickets, vouchers, and relevant travel information. The TMC document is a carefully prepared consolidated guide and may include recommendations or information that is not itself a reservation.
Supplier-issued tickets, vouchers, confirmations, schedules, and terms control the Supplier service. If a TMC document and a controlling Supplier document appear inconsistent, notify TMC immediately and follow the Supplier-issued document until the discrepancy is corrected in writing.
Travellers must monitor schedule changes and official entry or safety information through the channels identified for the journey and must present their own acceptable card at hotel check-in for deposits and personal incidentals whenever required or permitted.
19. Support and emergencies
TMC support hours, in-travel support, concierge coverage, and communication channels are limited to the accepted planning scope unless a separate service is confirmed. TMC is not an emergency service, an insurer, an airline operations centre, a medical provider, or a government authority.
For an immediate threat to safety or health, contact local emergency services first. For a Supplier disruption, use the Supplier, carrier, or insurer emergency contact while notifying TMC through the identified channel. TMC will provide the support included in scope but cannot guarantee a particular remedy, response time from a third party, availability, or reimbursement.
04 · RISK, PRIVACY AND LEGAL TERMS
20. Supplier acts and events beyond TMC control
TMC is not responsible for a Supplier’s acts, omissions, insolvency, overbooking, service failure, cancellation, schedule change, strike, labour action, weather, natural disaster, public-health event, war, civil unrest, government action, border decision, security event, infrastructure failure, or other event outside TMC’s reasonable control.
When an affected arrangement falls within TMC’s support scope, TMC will use reasonable professional efforts to evaluate options, communicate clearly, and assist with the authorized next step. Any added price, penalty, refund, credit, or alternative remains subject to the approval of the responsible Supplier and the Client.
21. Limitation of liability
Nothing in these Terms excludes a right or remedy that cannot lawfully be excluded. Subject to that rule, TMC is responsible only for direct loss proven to have resulted from TMC’s breach of the accepted planning-services agreement or failure to exercise reasonable professional care. TMC is not liable for indirect, incidental, special, punitive, exemplary, or consequential loss, loss of enjoyment, lost opportunity, lost profits, or a third party’s acts or omissions.
To the fullest extent permitted by law, TMC’s aggregate liability arising from its planning services for a journey will not exceed the planning and service fees actually paid to TMC for that journey. This limitation does not apply where the law prohibits it or to liability that cannot lawfully be limited.
22. Privacy and secure information handling
TMC collects, uses, discloses, retains, and protects personal information as described in its separate Privacy Policy and as reasonably necessary to plan, book, support, document, and account for travel. Information may be shared with TravelJoy, payment processors, hotels, carriers, insurers, technology providers, and other Suppliers, including providers outside Canada, when needed for the accepted service.
Sensitive information must be submitted only through the secure method TMC identifies. Do not place full card data, card images, security codes, passwords, online-banking credentials, or unnecessary identity documents in ordinary messages or general files. If a privacy or security incident creates a legal notification duty, TMC will follow the applicable response and notification process.
23. Electronic records and communications
You consent to electronic communications and records for proposals, notices, invoices, authorizations, confirmations, and contract copies. An electronic acceptance, signature, TravelJoy activity record, payment record, or written approval may be used as evidence of the transaction.
You are responsible for keeping your contact information current and monitoring the email, telephone, and secure trip channels provided. Service-related messages may still be sent when necessary even if you decline promotional marketing.
24. Complaints and dispute resolution
Tell TMC promptly if you identify a concern so there is a fair opportunity to preserve evidence, contact the Supplier, and attempt a resolution. Send a written summary with the journey, affected service, dates, amount, requested resolution, and supporting records to concierge@themunrocollection.ca.
The parties will first attempt a good-faith written resolution. These Terms are governed by the laws of Alberta and the applicable federal laws of Canada, and the courts of Alberta will have jurisdiction, subject to any mandatory consumer right or forum that applies and cannot be waived.
25. General provisions
These Terms and the booking-specific contract documents are the entire agreement about the subject matter and replace earlier statements on that subject. An amendment or exception must be recorded in writing by an authorized TMC representative. A delay in enforcing a term is not a waiver.
If a provision is invalid or unenforceable, it will be limited or severed only to the extent necessary, and the remaining provisions continue. Headings aid reading but do not change meaning. TMC may use qualified staff, contractors, platforms, and Suppliers to perform the agreement while remaining responsible for its own obligations.
The version affirmatively accepted for a specific planning engagement remains the governing version for that engagement unless the parties agree otherwise or a change is required by law. Website updates alone do not retroactively change an accepted contract.
ACCEPTANCE · CLIENT
I have reviewed and agree to The Munro Collection Client Terms and Booking Conditions and the selected planning scope. I understand the total, currency, payment terms, planning-fee refund rule, and that travel is not booked until the applicable Supplier confirms.
