TERMS & CONDITIONS

Client Service Agreement

Latitude by Design  •  latitudebydesign.com

Effective Date: January 2026  •  Version 1.1

Please read these Terms & Conditions carefully before booking. By engaging Latitude by Design to plan and/or book travel on your behalf, you acknowledge that you have read, understood, and agree to be bound by this agreement on behalf of yourself and all members of your travel party.

My Commitment to You

Before outlining the legal terms that govern our relationship, I want to be clear about what you can expect from Latitude by Design:

• I/We* will always act in your best interest as your travel advocate.

• I/We will communicate all material details — costs, restrictions, changes — in writing so there is never any ambiguity.

• I/We will be honest and transparent about the limits of what I can control, particularly when Suppliers change or cancel arrangements.

• I/We will respond to your questions and concerns promptly and with care.

* NOTE: I may, in the future, include a specialty partner travel advisor. This is included in “I/We.”

Because all commitments flow both ways, the sections below define the responsibilities and protections that apply to both you and to Latitude by Design.

1. Definitions

The following terms have specific meanings throughout this agreement:

• "Latitude by Design" / "I" / "we" / "us" / "our" / "my" — The travel agency operating at latitudebydesign.com.

• "You" / "your" / "Client" — The individual(s) who engage Latitude by Design to arrange travel, including all members of the travel party.

• "Supplier" — Any third-party company that provides travel products or services booked on your behalf, including but not limited to airlines, hotels, cruise lines, tour operators, car rental companies, and ground transportation providers. Each Supplier is a separate legal entity with its own terms and conditions.

• "Booking" — A confirmed reservation for one or more travel products made with a Supplier on your behalf.

• "Package" — A combination of two or more travel components (e.g., flights + hotel, or accommodations + tour) bundled and sold together by a single Supplier or tour operator.

• "Force Majeure" — An event outside the reasonable control of either party, including but not limited to natural disasters, earthquakes, floods, wildfires, pandemics, epidemics, acts of war or terrorism, civil unrest, government travel bans or restrictions, strikes, and airport or port closures. Force majeure events may prevent or significantly alter travel arrangements without triggering refund obligations.

• "Significant Change" — Any Supplier-initiated modification to a confirmed booking that materially affects the nature, routing, timing, or quality of the travel experience. Examples include a flight departure time change of more than 3 hours, a change of departure or arrival airport, substitution of accommodation to a lower category, or material alteration of a tour itinerary.

• "Minor Change" — A Supplier-initiated modification that does not materially affect the overall travel experience. Examples include a flight time change of less than 3 hours, a room-type substitution within the same category, or a minor rescheduling of a tour activity.

2. About Latitude by Design

Latitude by Design is an independent travel agency. We act as your agent in arranging travel products and services supplied by third-party Suppliers. We are not a Supplier ourselves. Our role is to research, recommend, book, and coordinate travel experiences on your behalf.

When you purchase a Package through us, the Package is typically assembled and operated by a third-party tour operator or wholesale Supplier. Latitude by Design arranges your booking with that operator but does not control its operations, staffing, equipment, or decisions.

3. Our Services

3.1 What We Provide

• Personalized itinerary planning and destination research

• Booking and confirmation of travel components with Suppliers

• Pre-trip documentation and travel support

• Assistance during travel when possible and within our capacity

• Post-trip follow-up and feedback collection

3.2 Commission & Compensation Disclosure

Latitude by Design may receive commissions, overrides, or other compensation from Suppliers in connection with bookings made on your behalf. This compensation does not increase the price you pay. In all cases, recommendations are based on your best interests, not on commission levels.

3.3 Agency Fees

Latitude by Design charges professional service fees for the time and expertise involved in planning your trip. Fees vary based on trip complexity and will be disclosed to you in writing before any booking is made. Service fees are separate from — and in addition to — the cost of travel products booked with Suppliers.

Agency fees are earned upon booking confirmation and are non-refundable unless otherwise stated in writing, including in cases where a trip is subsequently cancelled by you or by a Supplier.

3.4 Intellectual Property

All itineraries, research documents, destination guides, and trip proposals prepared for you are the intellectual property of Latitude by Design. If you elect not to proceed with a booking after receiving a detailed proposal, you agree not to use our research and planning work to book the same or substantially similar arrangements directly with Suppliers or through another agency without our written consent.

4. Bookings & Payments

4.1 How Bookings Work

All travel bookings are made on your behalf with third-party Suppliers. A booking is confirmed only when you have received written confirmation from Latitude by Design and full or required deposit payment has been received. We will provide you with the Supplier’s key terms and cancellation policy at or before the time of booking.

4.2 Deposits & Final Payment

• A non-refundable deposit (amount specified per trip) is required to hold reservations.

• Final payment is due no later than the date specified in your booking documents, typically 60–90 days prior to departure.

• Failure to make final payment on time may result in automatic cancellation and forfeiture of your deposit.

4.3 Pricing

All quoted prices are based on availability and exchange rates at the time of quotation and are subject to change until a deposit is received. Once your deposit is received and your booking is confirmed in writing, the price of confirmed components is locked. Subsequent changes to confirmed components may result in price adjustments, which will be communicated to you before they take effect.

Prices may still change prior to final payment due to government-imposed taxes or fees beyond the Supplier’s control, and these are not subject to the price-lock guarantee above.

4.4 Accepted Payment Methods

Accepted payment methods will be communicated at time of booking. Payments made by credit card may be subject to a processing fee. All fees will be disclosed before payment is processed.

Latitude by Design cannot legally act as a pass-through entity for payments. All payments must be paid by the client direct to the Supplier through the appropriate channels.

5. Cancellations & Refunds

5.1 Cancellations by You

If you need to cancel your trip, you must notify Latitude by Design in writing as soon as possible. The following are general guidelines only — your booking confirmation will specify the exact cancellation terms applicable to your trip, which may differ:

• More than 90 days before departure: Loss of deposit and planning fees only

• 60–90 days before departure: 25–50% of total trip cost

• 30–59 days before departure: 50–75% of total trip cost

• Less than 30 days before departure: Up to 100% of total trip cost

Please refer to your individual booking confirmation for the exact penalties applicable to your reservation. Latitude by Design’s service fees are non-refundable in all cancellation scenarios.

5.2 Cancellations by Suppliers

If a Supplier cancels your travel arrangements entirely, Latitude by Design will promptly notify you and assist you in obtaining a refund, credit, or alternative arrangements. Latitude by Design is not financially responsible for a Supplier’s cancellation or failure to perform.

5.3 No-Shows

No refunds are provided for no-shows or unused travel components, including unused hotel nights, tour days, or flight segments.

5.4 Refund Processing

Refunds from Suppliers can take 4–12 weeks to process. Latitude by Design will facilitate and follow up on the process but has no control over Supplier refund timelines.

6. Supplier-Initiated Changes to Confirmed Bookings

Suppliers — including airlines, tour operators, cruise lines, and hotels — occasionally modify confirmed travel arrangements after booking. This section explains what to expect and what your options are when that happens.

6.1 Minor Changes

Minor Changes (as defined in Section 1) do not entitle you to cancel penalty-free or to a refund. Latitude by Design will notify you of any Minor Change communicated by a Supplier as soon as we become aware of it.

6.2 Significant Changes

If a Supplier makes a Significant Change to your confirmed booking — such as changing your flight routing, substituting your departure airport, or materially altering a tour itinerary — Latitude by Design will notify you in writing as soon as possible and present you with the options available. Depending on the Supplier’s policies, your options may include one or more of the following:

• Accept the change and proceed with the modified arrangements

• Accept an alternative itinerary or accommodation of comparable or higher value offered by the Supplier

• Cancel the affected component(s) and receive a full or partial refund of the cost of those components

Important: The specific options available to you will depend on the Supplier’s own terms and conditions and applicable consumer protection laws. Latitude by Design will advocate on your behalf to maximize your choices, but we cannot guarantee that a Supplier will offer all of the above options.

6.3 Package Flight Changes — What You Need to Know

When flights are included as part of a Package booked through a tour operator or wholesale Supplier, your air travel is controlled by the Package operator, not by Latitude by Design. In some cases, airlines or operators may change flight times, routes, or departure airports with limited flexibility to offer alternatives.

A real-world example: If a Package operator changes your included flight to a different departure time or removes a connection option without offering an alternative routing, this constitutes a Significant Change. In that situation, Latitude by Design will:

• Notify you immediately upon learning of the change

• Contact the Package operator to request alternative flight options, including different airports, connections, or routing

• Document your preferences and communicate them clearly to the operator

• If no acceptable alternative is available, advocate for a full refund of your Package cost or a comparable substitute trip

If you are not satisfied with the alternatives offered by the Package operator, you may be entitled to cancel the Package and receive a refund of amounts paid. However, Latitude by Design cannot compel a Supplier to offer specific alternatives and is not financially liable for a Supplier’s inability to do so.

This is exactly why we strongly recommend travel insurance. Trip cancellation and interruption coverage may reimburse you for non-refundable losses when a Supplier-initiated change makes your trip impractical or impossible to take.

6.4 Force Majeure Changes

Changes arising from Force Majeure events (as defined in Section 1) are generally not eligible for penalty-free cancellation or full refunds under most Supplier terms, though travel credits or future booking options may be available. Latitude by Design will communicate all available options and assist you in navigating the process.

7. Travel Insurance

Latitude by Design strongly recommends that all clients purchase comprehensive travel insurance, including coverage for:

• Trip cancellation and interruption (including Supplier-initiated significant changes)

• Medical emergencies and evacuation

• Baggage loss or delay

• Travel delay and missed connections

We can assist you in obtaining travel insurance through third-party providers. If you decline travel insurance after it has been recommended to you, we will ask you to sign a written waiver confirming that you have made this choice knowingly.

Latitude by Design is not an insurance provider and cannot guarantee the terms or performance of any insurance policy. We encourage you to read your policy documents carefully before departure.

8. Passports, Visas & Travel Documents

It is your sole responsibility to ensure you hold valid travel documents for your trip, including:

• A passport valid for at least 6 months beyond your return date (requirements vary by destination)

• All required visas, entry permits, and Electronic Travel Authorizations (eTAs)

• Any required vaccinations, health certificates, or digital health passes

Latitude by Design will provide general guidance on documentation requirements upon request, but this guidance does not constitute legal or immigration advice and may not capture last-minute government changes. We strongly recommend verifying requirements directly with official sources, including:

• The U.S. Department of State: travel.state.gov

  • If you are traveling outside of the U.S., we advise you to enroll in their Smart Traveler Enrollment Program (STEP). It is a free, voluntary service provided by the U.S. Department of State that allows travelers to record their trip details with the nearest U.S. Embassy or Consulate.

• The embassy or consulate of your destination country

• Your healthcare provider or a travel medicine clinic for health requirements

We are not responsible for any costs, denied boarding, or consequences arising from inadequate or incorrect travel documents, regardless of whether we provided general guidance on those requirements.

9. Health, Medical & Special Requirements

You are responsible for consulting your physician regarding health requirements and recommended vaccinations for your destination(s). Please inform us of any medical conditions, dietary needs, mobility limitations, or other special requirements at the time of booking so we can communicate them to Suppliers on your behalf.

Latitude by Design will make reasonable efforts to communicate and document special requests, but cannot guarantee that Suppliers will be able to accommodate them. Special requests are not guaranteed unless confirmed in writing by the Supplier.

10. Client-Requested Changes to Bookings

If you wish to make changes to a confirmed booking, please contact us in writing as soon as possible. Amendment fees from Suppliers may apply in addition to any re-booking service fees charged by Latitude by Design. Some bookings — particularly promotional fares and non-refundable hotel rates — may be non-changeable after confirmation.

Any modification to a confirmed booking that increases the cost will require additional payment before the change is finalized. We will always obtain your approval before processing a change that results in additional charges.

11. Supplier Terms & Conditions

All travel products are subject to the individual terms and conditions of each Supplier (airlines, hotels, cruise lines, tour operators, etc.). We will make the relevant Supplier terms available to you at or before the time your booking is finalized, so that you can review them before committing. By confirming your booking, you agree to comply with those terms.

Latitude by Design is not responsible for the acts, omissions, defaults, or failures of any Supplier. In the event of a Supplier failure or insolvency, we will assist you in pursuing available remedies, but we are not financially liable for amounts paid to or owed by Suppliers.

12. Our Liability

Latitude by Design acts solely as an agent for Suppliers. We have no operational control over Suppliers and accept no liability for:

• The provision, quality, or safety of travel services by Suppliers

• Personal injury, illness, death, loss, damage, or additional expenses resulting from Force Majeure events (as defined in Section 1)

• Any loss, damage, or inconvenience caused by inaccurate information provided to us by Suppliers

• Supplier insolvency, bankruptcy, or failure to perform

To the fullest extent permitted by applicable law, Latitude by Design’s total financial liability to you shall not exceed the total agency service fees paid by you to us for the affected booking.

Why this limit exists: As an agent, we do not hold your travel funds — Suppliers do. Our liability cap reflects the extent of our financial involvement. Travel insurance exists to cover the gap between what we can control and what Suppliers may fail to deliver. This is a primary reason it is recommended for every trip.

13. Minor & Child Travelers

If your travel party includes anyone under the age of 18, please be aware of the following:

• Many countries require notarized parental consent letters for minors traveling without both parents or with non-parental guardians. Requirements vary significantly by country.

• Airlines and border control agencies may request proof of relationship or consent documentation. Requirements can change without notice.

• It is your responsibility to obtain and carry all required documentation for minor travelers.

Latitude by Design can provide general guidance on minor traveler requirements but strongly recommends verifying current requirements with the destination country’s embassy and the U.S. Department of State well in advance of travel.

14. Group Bookings

Group bookings (typically 10 or more travelers) are subject to separate terms, pricing, and policies that differ from individual bookings. Key differences may include:

• Group deposit and payment schedules that differ from those in Section 4

• Attrition clauses — penalties that apply if the group size drops below a contracted minimum

• Non-refundable deposits even earlier in the booking process

• Different cancellation penalty schedules

If you are organizing a group trip, Latitude by Design will provide you with a separate Group Booking Agreement that supersedes the general cancellation and payment terms in this document. Please confirm with us in advance whether your booking qualifies as a group booking.

15. Your Responsibilities

As our client, you agree to:

• Provide accurate, complete, and timely personal information required for booking (including full legal name as it appears on your passport)

• Review all booking confirmations and documents promptly — please notify us of any errors or discrepancies within 24 hours of receipt

• Comply with all Supplier terms, conditions, and codes of conduct

• Ensure all members of your travel party are aware of and agree to these Terms & Conditions

• Pay all amounts owed by the due dates specified in your booking documents

• Behave in a respectful and lawful manner during your travels

• Arrive at airports, ports, and tour departure points with sufficient time as directed in your travel documents

16. Privacy & Data

Latitude by Design collects and uses your personal information solely for the purpose of arranging and managing your travel, and it is stored in a secure and encrypted database. We share necessary information with Suppliers (such as your full name, passport details, and dietary preferences) to complete bookings on your behalf.

We will not sell or share your personal information with unaffiliated third parties for marketing purposes. For full details on how we collect, store, and protect your data, please refer to our Privacy Policy available at latitudebydesign.com.

17. Social Media & Photography

Latitude by Design may occasionally share client travel photographs, reviews, or testimonials on our website and social media channels for promotional purposes. We will only do so with your explicit written consent, which will be requested separately.

You may decline to participate in any promotional use of your content without affecting the terms or quality of your travel services. If you consent and later wish to withdraw that consent, please contact us in writing and we will remove your content within a reasonable time.

18. Communications

You consent to receive booking confirmations, invoices, travel documents, and other communications from Latitude by Design electronically via email. It is your responsibility to ensure your contact information on file is current and that our emails are not filtered as spam.

Because all material commitments are made in writing, please do not rely solely on verbal discussions. If you receive a verbal commitment or assurance from us, ask for written confirmation before acting on it.

19. Complaints & Disputes

19.1 During Travel

If you have a concern or complaint while traveling, we encourage you to address it with the Supplier directly and as promptly as possible — many issues can be resolved on the spot. If you are unable to resolve it, contact Latitude by Design and we will assist where we can.

19.2 After Travel

If a concern is not resolved during travel, please notify Latitude by Design in writing within 30 days of your return date. We will acknowledge receipt of your complaint within 5 business days and provide a written response or resolution within 30 days of acknowledgment.

19.3 Arbitration

If a dispute between you and Latitude by Design cannot be resolved through direct communication, both parties agree to resolve it through binding arbitration rather than through court litigation. This means:

• A neutral third-party arbitrator — not a judge or jury — will hear the dispute and issue a binding decision.

• You are giving up your right to sue Latitude by Design in court or to participate in a class action lawsuit.

• Arbitration proceedings will be conducted under the rules of the American Arbitration Association (AAA) and will take place in the state in which Latitude by Design is registered.

You and Latitude by Design both retain the right to seek emergency injunctive relief in a court of competent jurisdiction to prevent irreparable harm, even while arbitration is pending.

20. Governing Law

These Terms & Conditions are governed by the laws of the state in which Latitude by Design is registered, without regard to conflict-of-law principles. Any legal proceedings not subject to arbitration shall take place in that jurisdiction.

21. Changes to These Terms

Latitude by Design reserves the right to update these Terms & Conditions at any time. The current version will always be posted at latitudebydesign.com with the effective date noted. Continued use of our services after any update constitutes acceptance of the revised terms. For bookings already in progress, the terms in effect at the time of booking confirmation will apply.

22. Entire Agreement

These Terms & Conditions, together with any booking confirmation, invoice, and Group Booking Agreement (if applicable) provided to you in writing, constitute the entire agreement between you and Latitude by Design.

Because we confirm all material agreements in writing, no verbal representation, promise, or assurance made in conversation shall be binding on either party. This protects you as much as it protects us: if it matters, we will put it in writing.

CLIENT ACKNOWLEDGEMENT

By signing below, I confirm that I have read, understood, and agree to these Terms & Conditions on behalf of myself and all members of my travel party listed below. I understand that:

• Supplier-initiated changes are governed by Section 6 and may limit my cancellation or refund rights.

• Travel insurance has been recommended to me and I have either obtained it or signed a separate waiver declining it.

• Agency service fees paid to Latitude by Design are non-refundable.

• Disputes that cannot be resolved informally are subject to binding arbitration as described in Section 19.3.

Client Full Name (print): _____________________________________

Signature: _____________________________________ 

Date: ______________