Terms and conditions

Experience Outaouais is licensed as a Quebec travel agency, and all client payments are deposited in a trust account for their protection. Clients who have made a travel reservation with our agency are eligible for claims through the Compensation Fund for Customers of Travel Agents (CFCTA), according to the conditions of the Quebec OPC (Office de la protection du consommateur). In this document, the masculine form is used without prejudice and for conciseness purposes only.

1. Prices

Unless otherwise stated, prices quoted are per person in Canadian dollars (CAD). Prices are based on a specific date and may change at any time depending on our suppliers. It would not be unusual for the price to fluctuate on a daily basis. We have a direct connection with some of our suppliers, and if they change their prices this could affect our pricing. However, once the deposit or payment for a booking has been made and the booking has been confirmed, the price should not change unless there are exceptional circumstances.

In high season, we may post prices for services that may not be available and we may suggest alternatives. In that case, the price may vary up or down.

Unless otherwise stated, prices quoted do not include tax. QST (Quebec provincial tax) and GST (federal goods and services tax) will be added to the price. Other amounts may also be applied, such as the lodging tax (normally already included in the pre-tax price) or additional fees. We will inform you of any amounts not included on your invoice, as some suppliers may require payment on site only.

The price may change if, for example, the tax rate changes or an exceptional situation arises.

2. Deposit and Payment

A booking will not be considered official until the receipt of a deposit or full payment, as the case may be. Also, no reservation will be forwarded to our suppliers before receipt of payment as specified in our terms and conditions.

For bookings made within 30 days of departure, full payment is required.

For bookings made more than 30 days in advance, a 25% deposit is required, with the balance due 30 days prior to the date of travel/stay. Should the client fail to make the final payment or to contact us to make arrangements for the final payment, Experience Outaouais reserves the right to retain the deposit as compensation and to cancel the client’s booking. Normally, we will contact the client to remind him.

In certain exceptional situations, some suppliers may impose payment conditions that differ from those of Experience Outaouais. If this is the case, our advisors will inform the client in advance.

By providing Experience Outaouais with a credit card number (verbally or through our website), the client agrees to respect the terms and conditions stated herein.

Some suppliers, including accommodations, may require a credit card upon arrival to cover additional charges. It is the client’s responsibility to have a valid credit card and to accept responsibility for any additional charges (parking, breakage or damage, Internet or telephone charges, minibar, movies …) not indicated on the voucher.

3. Payment Options

We accept the following payment methods: Mastercard, Visa, American Express, bank transfer, cheque (if received no later than 15 days before departure) and cash (at our agency: 103 Laurier Street, Gatineau).

Please note that the client will be charged an administration fee if a cheque is returned because of insufficient funds.

4. Children and Minors

Children’s rates are posted on our website and indicate the age range for children. Rates are based on sharing the room with an adult. If the client wishes to reserve an extra bed or a playpen, it is important to mention this at the time of booking, and the client is responsible for any additional charges, if applicable.

N.B.: We cannot make reservations for tourist services for a minor.

5. Accommodation

All accommodations that we resell are rated according to the norms and standards of the Province of Quebec. If the client books an accommodation independently, Experience Outaouais cannot be held responsible for the nature or the level of quality of the establishment. As we offer various levels of accommodation, from economy to superior, the client must have a clear understanding of the difference in terms of price and quality.

The descriptions, photos, sizes and amenities of the partner hotels are based on information provided to our supplier. At no time do we have control over the quality, size or services offered by room type. For this reason, we cannot be held responsible for the client’s interpretation or expectation of the accommodation.

Experience Outaouais lists rooms on its website based on the client’s request. If the number of passengers/travellers differs from the reservation made through our agency, the client will be held responsible for any additional fees the accommodation establishment may charge, and may even be denied access to the room.

6. Change and Cancellation Fees

If the client wishes to modify his reservation, he must inform Experience Outaouais in writing and clearly indicate the changes to be made. Our team will do its best to accommodate the client. If any supplier fees are applicable, the client agrees to pay them. Experience Outaouais agrees to make one (1) modification at no cost; any additional changes will be charged to the client at $25 per item.

If the client cancels more than 15 days before the departure date and there are no supplier fees, the total amount paid by the client will be reimbursed, less a $25 service charge.
If the client cancels between 15 days and 48 hours before the departure date, a fee of 25% of the reservation amount will apply.

If the client cancels 48 hours or less before the departure date, no refund will be issued.

7. Change or Cancellation by Experience Outaouais

Should Experience Outaouais have to cancel the reservation in whole or in part for reasons beyond our control or in a case of force majeure, we will reimburse the amount paid by the client. Experience Outaouais also reserves the right to substitute a service of similar or superior quality before cancelling the service or the stay.

With regard to adventure or outdoor activities, we may have to modify the schedule or adapt the stay depending on the weather or for the safety of the participants. If Experience Outaouais or the supplier has to cancel the activity or the stay, a refund will be issued accordingly. If the client decides to cancel for weather or other reasons, no refund will be issued.

8. Photographs and Images

All photos, images, videos and other visual materials are for information purposes only and are not contractually binding. Experience Outaouais cannot be held responsible for their interpretation.

9. Non-Use of Services

No refund will be issued for services or amenities not used by the client.

10. Client’s Responsibilities

It is the client’s responsibility to respect the rules and conditions of each of our suppliers. If the client should fail to comply with the rules and the supplier should cancel the service or activity, the client will not be entitled to any refund or compensation.

Each of our suppliers has different rules regarding sanitary measures such as face coverings, hand hygiene, etc. It is the client’s responsibility to comply with each supplier’s sanitary standards, and to inform Experience Outaouais in advance if his condition poses a risk to other clients and/or employees.

It is also the client’s responsibility to have the necessary documents, physical abilities and clothing to practise various activities, especially adventure or outdoor activities.

11. Travel Insurance

We recommend that all our clients purchase travel insurance.

12. Medications and Dietary Restrictions

It is the client’s responsibility to inform Experience Outaouais or the supplier of any dietary restrictions at least seven (7) days before departure. It is also the client’s responsibility to have enough medication on hand in case of health problems.

13. Vehicle Rental

Coming soon.

14. Personal Information

Experience Outaouais places a high priority on protecting our clients’ identity and personal information. Therefore, we collect only the information necessary for the effective functioning of our operations and client communications. We do not sell our databases, nor do we share any personal information without the client’s consent.

15. Complaints Management

In the unfortunate event that a client is dissatisfied with part or all of his travel experience (during or after), we ask that he contact us at info@experienceoutaouais.com, providing details and evidence. Should the client experience a problem during his stay, we ask that he contact us promptly at 1-877-421-8836 and we will do our best to offer assistance. Unfortunately, we are not in control of every service offered, but we will try to find a solution to any problems. Our clients’ satisfaction is our top priority.

16. Travel Documents

Travel documents such as vouchers and other documents will be sent no later than seven (7) days before departure. It is the client’s responsibility to check that each document is correct in terms of inclusions, dates and number of people before departure.

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