GENERAL TERMS AND CONDITIONS

These terms apply to any transaction made with Voyages Gendron, including but not limited to the reservation of a travel package (group, all-inclusive, or custom) made at the agency, by phone, or via the online booking site, as well as the purchase of travel insurance or a gift certificate. Please read them carefully and feel free to contact us for any clarifications.

Voyages Gendron holds a travel agency license from the province of Québec. All clients who have booked a trip through Voyages Gendron are eligible to file claims with the Travel Agents Customer Compensation Fund (FICAV), in accordance with the rules of the Office de la protection du consommateur.

DISPLAYED PRICES

All prices from Voyages Gendron, whether shown on the website, in Gendron brochures, or elsewhere, are in Canadian dollars and include GST and QST.

Group travel package prices displayed on the website are updated regularly. Prices for custom or all-inclusive trips on the website or in Gendron brochures are valid at the time of publication and may change depending on supplier availability.

In accordance with the laws of the Office de la protection du consommateur, Voyages Gendron may increase the price of a trip already sold to a client in the case of a fuel surcharge by the carrier or a change in exchange rate. A price increase due to exchange rate fluctuation can only apply if the rate changes by more than 5% between the purchase date and 45 days before departure. If the trip price increases by at least 7% (before taxes), the client may cancel the trip for a full refund or accept an alternative trip, paying the price difference or receiving a refund for the overpaid amount. An increase in GST or QST may result in a price adjustment on all mediums as those include taxes. No price changes are allowed within 30 days of departure.

Any trip price reductions due to promotions or internal decisions by Voyages Gendron apply to new reservations only. Baggage fees are not included unless otherwise stated.

Website prices are subject to change without notice.

An Erratum section is available at: https://www.voyagesgendron.com/en/about/erratum, and is updated regularly to correct errors in advertising.

PAYMENT METHODS

Several payment methods are accepted to facilitate the purchase of services:

  • Cash

  • Cheques – Note: an administrative fee applies for NSF (non-sufficient funds) cheques

  • Interac transfers (maximum of $10,000)

  • Debit cards

  • Credit cards: Visa, Mastercard, Discover, and American Express

  • Voyages Gendron gift certificates or travel credits

CREDIT CARD PAYMENTS

The credit card must be in the name of one of the passengers making the booking. By allowing the use of their credit card number, the client agrees to the booking terms. The cardholder who provides their credit card information accepts financial responsibility for all passengers in the booking.

DEPOSIT AND FINAL PAYMENT

We recommend booking your trip at least 45 days before departure. A 10% deposit* of the total trip cost (excluding insurance) is required upon booking, with the balance due 45 days before departure. For bookings made 44 days or fewer before departure, full payment is due at the time of booking.

*For motorcoach trips, a 25% deposit (excluding insurance) is required at booking.

Bus trips

Final payment is due 45 days before departure. For one-day trips, full payment is due at booking. For trips under $300, full payment is also required at booking.

Trips are 100% non-refundable. If canceled before final payment, the deposit is considered the cancellation fee. If canceled after final payment, the full amount is non-refundable.

Cruises

Final payment is due 130 days before departure.

Golf

For escorted groups and exclusive individual packages, final payment is due between 70 and 90 days before departure, depending on the supplier. Please refer to the trip details or invoice for exact terms.

Stays and Tours

Final payment is due 70 days before departure for escorted Gendron groups. For individual travel packages, final payment is due 45 days before departure.

Ski

Final payment is due 70 days before departure for Gendron groups and individual fixed-date promotions, and 90 days before departure for Club Med groups. For individual ski packages, final payment is due 45 days prior.

Bike

Final payment is due 70 days before departure for escorted groups, and 45 days prior for individual packages. For bike and boat trips, final payment is due 120 days prior.

Voyages Gendron reserves the right to cancel any booking without notice and charge cancellation fees if payment is not made on time. Payment terms for private groups may vary by agreement.

Certain packages may require earlier final payments—please refer to your invoice.

When paying by cheque, reservations are not confirmed until the deposit is received. Cheques are not accepted for trips departing within 30 days.

CANCELLATION POLICY

Cancellation conditions for trips booked with Voyages Gendron may, in some cases, reflect the cancellation policies of our suppliers and partners. You may ask your travel advisor for specific cancellation terms for each service in your booking, if applicable.

If a trip is canceled before final payment is made, the deposit is considered the cancellation fee. If canceled after the final payment, the cancellation fee for an individual package will reflect what suppliers charge Gendron, based on negotiated contracts, in addition to the deposit amount. For escorted group packages, cancellations after final payment are 100% non-refundable.

Please note that the death of a passenger before departure is considered a cancellation. If other travelers in the booking still wish to travel, they must contact their travel advisor promptly for revised conditions. Additional fees may apply.

Cancellations must be made by email to your travel advisor. To benefit from supplier cancellation policies, you must receive confirmation of cancellation from your advisor within a reasonable time during business days for it to be valid.

BOOKING MODIFICATIONS

For any change after booking (e.g., room type, hotel, rental car type), administrative fees apply in addition to any supplier fees. Changes are subject to supplier availability.

  • For motorcoach trips: $25 per person service fee

  • For golf tee-time changes: $20 service fee

  • For all other changes, please consult your travel advisor

UNUSED SERVICES

No refunds will be given by Voyages Gendron for unused booked services. These services also cannot be used at a later date. The same applies to missed flights due to no-shows or late arrival at the gate.

TRAVEL INSURANCE

It’s smart to take precautions before traveling. Voyages Gendron strongly recommends purchasing travel insurance or verifying existing coverage before departure. Cancellation, interruption, and medical insurance are available through Voyages Gendron.

MINORS

An adult must be present in each room for trips involving minors. Airline tickets can be issued for a minor at the request of a legal guardian. A minor is considered anyone under 18.

PASSPORT

A Canadian passport is required at all times for international travel. For domestic travel within Canada, it is not required but is an internationally recognized photo ID. Some countries require that passports be valid for more than 6 months past the return date to Canada. It is the traveler’s responsibility to ensure their passport is valid for the duration of the trip.

TRAVEL DOCUMENTS

Customers must ensure that they have all necessary travel documents, passports, visas, etc., as well as any required vaccinations, at their own expense. For information purposes, a single parent traveling with a child under the age of 18 may be required to present a written affidavit signed by the other parent authorizing the child to travel. Entry and exit taxes may be levied by certain authorities. By law, travel documents are sent to customers at least 7 days before departure. It is very important that customers check the travel documents received from Voyages Gendron to ensure that they correspond exactly to the reservations made. In the event of an error, or for any other travel-related questions, customers are invited to consult their travel consultant. For further information, visit http://voyage.gc.ca/.

The carrier and the relevant authorities may refuse boarding to any customer who does not have the necessary travel documents, without recourse or possibility of reimbursement. Customers may also be refused entry to a country even though they have the required travel documents. Regardless of the reason, Voyages Gendron disclaims all liability towards a customer who is refused entry to a country, whether for a coach trip, a personal trip or a Gendron group trip. Voyages Gendron is also not responsible for any consequences suffered by these customers, such as expenses incurred to return home and loss of enjoyment of the trip.

INTRODUCTION OF THE MANDATORY ETIAS PERMIT FOR TRAVEL TO EUROPE

As of mid-2024, all Canadian travellers planning to visit Europe must hold an ETIAS permit, the European Travel Information and Authorization System set up by the European Union.

For more information on this permit, visit the official website at https://travel-europe.europa.eu/etias_en.

Please note that this permit costs 7 euros per person, and that the process can take up to 30 days.

You must also have a passport valid for at least 3 months after the date of your departure from Europe. Without it, you will be refused entry at the European border.

GIFT CERTIFICATES AND TRAVEL CREDITS
To use a gift certificate or travel credit, the customer must quote the serial number to the travel consultant at the time of booking. No reservation or discount will be applied if the travel consultant does not have the original gift certificate or travel credit on file. Gift certificates and travel credits are non-transferable and cannot be exchanged for cash.

Gift certificates are applicable to all Voyages Gendron products and services. They have no time limit for use when purchased by a customer. Gift certificates given by Voyages Gendron may have a time limit for use.

Travel credits may have a time limit on use, subject to the conditions set out on the travel credit. They can only be used on new bookings and cannot be combined.

Pandemic Covid-19 travel credits may be extended until August 31, 2024 by some suppliers. Please contact a travel consultant to find out the correct expiry dates for your Covid-19 travel credits.

GROUP TRAVEL AND ACCOMPANIERS CANCELLATION

Voyages Gendron reserves the right to cancel a group tour if the minimum number of passengers is not reached. This number of passengers varies from trip to trip. For cruises, this means 8 cabins with double occupancy. It is always possible to ask a travel consultant whether or not the group is guaranteed at the time of booking. In the event of cancellation, customers receive a full refund. Customers also have the option of traveling individually, at the daily rate.

In the event of force majeure, the tour leader may change without notice in order to ensure the presence of a companion.

ACCOMMODATION and SPECIAL REQUIREMENTS

Only hoteliers and their suppliers are responsible for allocating rooms according to the category booked. The same principle applies to cruise passengers. Unless confirmed by the supplier to the travel consultant, any special request for accommodation is not guaranteed by Voyages Gendron.

PAIRING POLICY

Gendron Travel offers its clients traveling alone the opportunity to pair with another client traveling alone in the same group. Therefore, the clients are strangers to one another. The purpose of pairing is to reduce travel costs by staying in double occupancy accommodation instead of single occupancy. The deposit amount for these trips is 50% of the cost of the trip. However, Gendron Travel is not responsible for any damages or prejudices that a passenger may suffer who agrees to be paired with another, such as dissatisfaction with their roommate, loss of an item, cancellation of one of the clients, etc. In the event of a cancellation by a paired client, the second passenger will have to assume excess charges. The excess charges are the difference between the per-person price of double occupancy and single occupancy.

COACH TRAVEL POLICY

It is possible to choose a seat when booking a coach trip. For certain trips, a fee of $10 per person per day applies for obtaining a seat in the first 4 rows of the coach. In case of adding coaches for the same package, Gendron Travel reserves the right to rearrange the seat selection for logistical purposes concerning the boarding points.

It is the client’s responsibility to be present minutes before the departure time and at the correct location for boarding the coach. Gendron Travel is not responsible for any damages suffered by a client who does not show up on time or at the indicated place. Boarding times and points can be found on the web page of each package as well as on the invoice. In case of a change in schedule or boarding location, Gendron Travel will contact directly the clients who have purchased the package to inform them. In the case of a low number of participants for a trip, Gendron Travel reserves the right to use a vehicle for 24, 21, or 15 passengers.

Note that it is possible for the coach to be delayed due to traffic. Please do not leave the boarding location before the arrival of the coach.

FOOD CONDITIONS AND RESTRICTIONS

It is the client’s responsibility to inform their travel agent of any conditions that may affect them during the trip. This way, the agent can recommend a trip based on the client’s conditions, necessary arrangements can be made, if applicable.

Food restrictions, intolerances, and allergies are among the hazards that can affect the trip. It is the client’s responsibility to inform their travel agent to facilitate the trip planning. Unless otherwise advised by a travel advisor Gendron Travel cannot guarantee that suppliers will be able to accommodate clients and cannot be held responsible for difficulties that may arise. Each trip and supplier being different, it is recommended to inquire directly with a travel advisor on this subject.

Clients are responsible for keeping their EpiPens and/or medications within easy reach to facilitate interventions.

CAR RENTAL
It is the client’s responsibility to have the following documents in order to pick up a car rented through Gendron Travel.

  • The prepaid voucher;
  • Proof of insurance for the type of vehicle rented;
  • A valid credit card in the name of the driver;
  • A valid driver’s license in the name of the driver*.

*It is the client’s responsibility to check with their travel advisor if they need an international driver’s license, depending on the destination.

The minimum age to rent a car is 21 years.

When purchasing the voucher, clients have the option to pay the full reservation amount and not pay anything at the destination. It is the clients’ responsibility to verify on-site that the rental agreement reflects the services requested, that no additional fees are inadvertently added, and that the car they are picking up is indeed the one that was reserved, all in accordance with the prepaid voucher. Gendron Travel is not responsible for any fees added at the rental counter. Clients are strongly advised to keep the receipt from the gas station for the fill-up done before returning the vehicle, for a few weeks following their return from the trip.

LUGGAGE AND SPORTS EQUIPMENT

Gendron Travel disclaims any responsibility for damage related to luggage or any sports equipment (ski gear, bicycles, golf bags, paddleboards, hockey bags, etc.) during all types of transport and handling by Gendron Travel employees or its suppliers. Gendron Travel cannot be held responsible for any breakage or loss of luggage and sports equipment with a Gendron travel service or a supplier.

Bicycles transported in the Gendron trailer designated for this purpose will be handled with care according to a procedure aimed at preventing any damage during transport. For logistical reasons, accessories must be removed, and clients may cover the bicycles for protection. Bicycles in boxes will also be accepted. Gendron Travel cannot be held responsible for breakage during the transport of luggage and sports equipment by coach with and/or without a trailer.

AIR TRANSPORT

Flight schedules and stops along air routes are provided for informational purposes only and are subject to change without notice. This also applies to aircraft types, operation days, as well as the airlines operating the flight.

Gendron Travel makes the following recommendations to its clients before departing by plane:

  • Inquire with the carrier or their advisor about the weight, dimensions of luggage, and inclusion or not in the package, in addition to complying with it;
  • Confirm flight schedules 24 hours before departure;
  • Make the seat selection 24 hours before departure;
  • Present themselves at the check-in counter 3 hours before the scheduled departure time;
  • Present themselves at the check-in counter with all the necessary documents, including passport, visas, and airline tickets;

It is the client’s responsibility to comply with these recommendations for the smooth conduct of their flight departure. Gendron Travel is committed to making the reservations included in the package or requested by the client and disclaims any liability for any damage that may occur to a client who does not fulfill the above personal responsibilities.

Gendron Travel cannot be held responsible for direct and indirect damages resulting from a schedule change, flight cancellation, overbooking, missed connection, loss of luggage, or other.

Flights are operated according to the air carrier’s rates and the regulations of the Canadian Transportation Agency (CTA). In this regard, passengers of air carriers are now protected by a new Canadian federal regulation. This is the Air Passenger Protection Regulation whose provisions came into effect on July 15, 2019, and the rest will follow on December 15, 2019.

PARKING AT YUL MONTRÉAL-TRUDEAU INTERNATIONAL AIRPORT

The exclusive offers from Gendron Travel regarding parking at YUL Montréal-Trudeau International Airport are reserved for Gendron Travel clients. These offers are not open to the public. Parking vouchers can only be issued from Monday to Friday. They must be issued before departure.

Gendron Travel does not assume any responsibility for vehicle damage and thefts of all kinds in the free and paid parking offered during a stay.

ALCOHOL, DRUG, AND CANNABIS

The possession of drugs, even legal in Canada such as cannabis, is prohibited on Gendron Travel coach trips. The illegal possession of cannabis during a trip could result in the expulsion of clients without the possibility of a refund

However, if you have a medical cannabis prescription, you may, upon presentation of the prescription, transport the substance. You may not, however, consume it on the coaches. Furthermore, the laws concerning the possession and consumption of cannabis at the destination apply, and clients are responsible for inquiring about the laws at the destination. Gendron Travel is not responsible for the consequences for clients who carry cannabis, whether medical or not, to the destination.

Gendron Travel reserves the right to refuse access to the coach to any passenger intoxicated by any substance such as drugs and alcohol or who is objectively not fit to travel. Gendron Travel prioritizes the tranquility and safety of passengers on board.

PERSONAL DATA

The protection of the identity and personal information of clients is a priority for Gendron Travel. We therefore only request the necessary information for the proper functioning of operations and client communications. We do not sell our databases, do not share any personal information without your consent and have computer security.

Clients must communicate any changes in address, phone number, and email to their travel advisor or contact reception.

WEBSITE

All images on the website are provided for illustrative purposes only. Gendron Travel is not responsible for the various images provided by its suppliers.

Gendron Travel prohibits, under penalty of prosecution, any use of its site for illegal or fraudulent purposes. It is understood that any abusive use of the travel booking resources on the transactional site could result in your inability to access the site.

LAWS AND REGULATIONS

The present general conditions and the legal relations between Gendron Travel and its clients are governed by the laws of the province of Quebec. The client accepts and acknowledges the exclusive jurisdiction of the courts of the province of Quebec, district of Beauharnois, concerning any dispute with Gendron Travel.

COMPLAINTS AND COMMENTS

Gendron Travel may act as an intermediary between its suppliers and clients during a claim. Comments and claims directed at Gendron Travel or one of its suppliers must be sent in writing to the travel advisor who arranged your trip, or to the following email address: [email protected]. We encourage clients to send them shortly after their return from their trip to achieve the quickest follow-up possible.

NOTICE TO CLIENTS

Travel agencies, including Gendron Travel, have the obligation to provide the services described in the package. Gendron Travel must also provide any additional services requested by the client and confirmed by their travel advisor. If these services cannot be offered, Gendron Travel will offer comparable services or will refund the clients.

Although Gendron Travel carefully selects its suppliers, no one is immune to an issue while traveling. Whether it is the loss of luggage, an accident, weather conditions, flight cancellations, unusual crowds at certain sites, airport closures, illness contracted during travel, political instability, or a state of emergency, Gendron Travel cannot be held responsible for events beyond its control or force majeure and the damages related to them.

Gendron Travel cannot be held responsible for rain, drought, cold, heat, winds, lack or excess of snow, or bad weather during the trips it organizes. Damages may include, but are not limited to, loss of time, loss of enjoyment, inconvenience, frustration, additional expenses, loss of wages, and quarantine. Under no circumstances will Gendron Travel issue refunds for force majeure situations or events beyond its control. However, in certain cases, valid travel credits for a period of up to a maximum of 24 months may be offered as compensation.

For more information, we invite you to contact your travel advisor or the agency’s reception. We will be pleased to assist you at the destination or guide you through your claims process, whether it is for a Gendron travel credit, a letter for your insurer, or a claim with the FICAV and various suppliers as the case may be.

 

Please note that our travel invoices (contracts with the client) do not require clients’ signatures to validate the contract, whether for an online transaction, by phone, by email, in person, or any other method of transactions.

Gendron Travel reserves the right to modify its general conditions and online sales conditions at any time.

Last modified: April 10, 2025

Note: The masculine gender is used throughout the text solely to ensure ease of reading and therefore applies to both men and women.

View the previous terms and conditions from before June 5, 2025