Terrapin Travel LLC — Client Relations Terms & Conditions
Effective Date: January 15, 2026
These Terms & Conditions (“Terms”) govern the relationship between you (“Client,” “Traveler,” “you”) and Terrapin Travel LLC (“Terrapin,” “we,” “us,” “our”) when you request travel planning/booking services, authorize purchases, and/or proceed with travel arrangements through us.
Terrapin operates as an independent travel advisor acting on behalf of a registered California Seller of Travel (our “Host Agency”), and we arrange travel services provided by independent third-party suppliers (“Suppliers”) such as airlines, cruise lines, hotels, tour operators, and ground operators.
1) Agency Role; Supplier Responsibility
1.1 Independent Advisor / Agency Role. Terrapin acts as an intermediary that assists you with researching, planning, arranging, and booking travel components supplied by third parties.
1.2 Supplier Responsibility. Suppliers are responsible for providing the actual travel services. Terrapin does not own, manage, control, or operate Suppliers, and is not responsible for their acts or omissions.
1.3 Supplier Terms Control. All bookings are subject to the applicable Supplier’s terms and conditions, including cancellation, change penalties, refundability, schedule changes, overbooking, force majeure, and any other supplier-imposed rules. If these Terms conflict with a Supplier’s terms for a specific component, the Supplier’s terms govern for that component.
1.4 Written Confirmations Control. Written confirmations, invoices, and itineraries control over verbal communications.
2) Traveler Responsibilities: Advisories, Entry Requirements, and Health
2.1 Advisories and Entry Requirements. You are responsible for reviewing and complying with travel advisories, entry requirements, passport/visa rules, vaccination requirements, and destination restrictions for each destination and itinerary segment.
2.2 Compliance and Conduct. You must comply with local laws and Supplier rules. Suppliers may refuse service for noncompliance, often without refund.
2.3 Health and Fitness to Travel. You are responsible for ensuring you are medically and physically fit to travel and for obtaining appropriate medical advice and insurance.
3) Passports, Visas, and Travel Documents
3.1 Passport Validity. You are responsible for ensuring passport validity meets destination rules (many destinations require validity beyond the return date).
3.2 Visas and Documentation. You are responsible for obtaining required visas and documentation.
3.3 Document Review. You must review all confirmations and documents immediately upon receipt and notify us promptly of errors (names, dates, routing, property, room type). Name mismatches may result in denied boarding or forfeiture of value.
4) Pricing and Availability
4.1 Dynamic Pricing. Prices and availability change frequently and may change between quote and booking.
4.2 Quote Validity. Quotes are not guaranteed until confirmed and booked/ticketed pursuant to Supplier rules and payment processing.
4.3 Errors and Corrections. We reserve the right to correct pricing or availability errors at any time before booking confirmation.
5) Required Traveler Data; TSA Secure Flight; Accuracy
5.1 Traveler Data. To quote, hold, or book, you may be required to provide traveler information such as full legal name, date of birth, gender, passport details, and other Supplier-required information.
5.2 Secure Flight. For air travel, you agree to provide required information under TSA Secure Flight and airline requirements.
5.3 Accuracy. You are responsible for data accuracy and ensuring it matches government-issued identification and travel documents.
6) Baggage Fees; City Taxes; On-Site Charges
6.1 Baggage Fees. Airline baggage fees and rules are set by each airline and may change. Confirm directly with the airline prior to travel.
6.2 City/Resort Fees and Taxes. Certain destinations and properties charge taxes or fees payable on-site and not included in prepayment.
7) Professional Service Fees and Payment Handling (Host-Processed; Supplier-Direct)
7.1 Professional Service Fees. Terrapin charges professional service fees for trip research, itinerary design, supplier sourcing, booking coordination, documentation support, and travel support.
7.2 How Professional Fees Are Paid (Not to Terrapin Directly). You acknowledge and agree that Terrapin does not accept direct payments from clients. Terrapin’s professional fees are invoiced and processed through the Host Agency’s payment processor (e.g., Stripe), with the Host Agency as the merchant/payee of record.
7.3 Travel Components Paid Directly to Suppliers. Travel component payments (airfare, hotel, cruise, tours, transfers, etc.) are paid directly to the applicable Supplier(s) using your authorized payment method (including credit card authorization forms, where applicable). Terrapin does not hold client funds for Supplier components.
7.4 Fee Schedule and Engagement Terms. Terrapin’s fee schedule, including any deposits and how fees are calculated, is governed by your separate Service Fees Agreement (or other written fee disclosure provided to you prior to the commencement of services). If there is any conflict between that agreement and these Terms, the Service Fees Agreement controls with respect to professional fees.
7.5 Chargebacks and Payment Disputes. Because (a) professional fees are processed through the Host Agency’s payment processor and (b) travel components are processed by Suppliers, any payment disputes must be directed to the appropriate merchant of record. You agree not to initiate chargebacks for properly authorized charges, including nonrefundable Supplier penalties and earned professional service fees, except where required by non-waivable law.
8) Changes, Cancellations, and Refunds
8.1 Supplier Rules Control. Supplier cancellation and change penalties apply and may be 100% nonrefundable at any time, including far in advance.
8.2 Professional Fees Are Separate. Terrapin’s professional service fees are compensation for services rendered and are separate from Supplier refund rules and Supplier penalties. Refundability of professional fees (if any) is governed by the Service Fees Agreement.
8.3 Refund Processing. Any Supplier refund (if any) is subject to Supplier rules and timelines. Terrapin will assist with coordination and documentation as part of professional services, but cannot guarantee Supplier outcomes.
9) Airlines and Schedule Changes
9.1 Schedule Changes and Disruptions. Terrapin is not responsible for airline delays, schedule changes, cancellations, missed connections, overbooking, or operational decisions. Additional costs incurred are your responsibility and should be pursued with the airline and/or your travel insurer.
10) Travel Insurance &
Special Assistance
10.1 Insurance Strongly Recommended. We strongly recommend travel insurance, including medical coverage, trip cancellation, trip interruption, and travel delay coverage.
10.2 Special Assistance. If you require special assistance (mobility needs, disabilities, dietary needs, etc.), notify us prior to booking. We will relay requests to Suppliers, but accommodations are not guaranteed and are controlled by Suppliers.
11) Force Majeure
(Events Beyond Control)
Terrapin is not liable for delays, cancellations, or changes caused by events beyond reasonable control (e.g., natural disasters, acts of government, pandemics, strikes, civil unrest, supplier insolvency, or similar events). Supplier rules control whether refunds or credits are offered.
12) Limitation of Liability;
Non-Waivable Rights
12.1 Third-Party Services. Terrapin is not responsible for the acts, errors, omissions, representations, warranties, or negligence of Suppliers.
12.2 Limitation. To the maximum extent permitted by law, Terrapin’s liability for any claim relating to Terrapin’s professional services is limited to the amount of professional fees paid for the specific services giving rise to the claim.
12.3 Savings Clause. Nothing in these Terms waives rights that cannot be waived under applicable law. If any provision is found unenforceable, it will be reformed to the minimum extent necessary and the remainder will remain in effect.
13) Dispute Resolution;
Arbitration; Opt-Out
13.1 Informal Resolution First. Before arbitration, you must send written notice describing the dispute and allow 45 days to attempt resolution. Send to:
Terrapin Travel LLC — Attn: Dispute Notice
3990 Branch Center Rd #204, Sacramento, CA 95827
admin@terrapin-travel.com
13.2 Binding Individual Arbitration. Except where prohibited by law, disputes arising out of or relating to these Terms or Terrapin’s professional services will be resolved by binding arbitration on an individual basis under AAA rules.
13.3 No Class Actions. You agree to bring claims only in your individual capacity, not as a plaintiff/class member in any class or representative proceeding, except where prohibited by law.
13.4 Opt-Out (30 Days). You may opt out within 30 days of accepting these Terms by emailing admin@terrapin-travel.com with subject line “Arbitration Opt-Out” and including: (i) your full name, (ii) the email/phone used for your inquiry/booking, (iii) any booking reference (if applicable), and (iv) a clear statement that you are opting out.
13.5 Jury Trial Waiver. To the extent permitted by law, both parties waive the right to a jury trial.
14) Governing Law; Venue
14.1 California Governing Law. These Terms are governed by California law, without regard to conflict of law principles, except where prohibited by non-waivable law.
14.2 Venue. Where a dispute is permitted to proceed in court (e.g., arbitration opt-out or arbitration unenforceable), venue will be Sacramento County, California, unless prohibited by non-waivable law.
15) Updates; Entire Agreement
15.1 Updates. We may update these Terms periodically. The “Last Updated” date indicates when changes were made. Continued use constitutes acceptance.
15.2 Entire Agreement. These Terms, together with (i) any signed Service Fees Agreement (or other written fee disclosure) and (ii) Supplier terms, constitute the entire agreement regarding the Services.
16) California Seller of Travel Disclosures (Host Agency)
California requires sellers of travel to register and to display the registration number on advertising; and it requires specific consumer disclosures, including the statement that registration is not state approval.
Host Agency (Registered Seller of Travel):
Travel Quest Network, LLC, dba WorldVia Travel Network
70 Mansell Court, Suite 100, Roswell, GA 30076
Phone: (763) 497-0312
California Seller of Travel Registration (CST): 2073234-00
“Registration as a seller of travel does not constitute approval by the State of California.”
16.1 Consumer Refund Disclosure
All sums paid to the seller of travel for services not provided to the passenger will be promptly paid to the passenger, when the passenger is not at fault and has not canceled in violation of any terms previously clearly and conspicuously disclosed to and agreed to by the passenger, and unless the passenger otherwise advises the seller of travel in writing, after cancellation.
16.2 Trust Account / Bond Disclosure
California law requires certain sellers of travel to have a trust account or bond. This business has a trust account or bond as required by California law.
16.3 Travel Consumer Restitution Fund (TCRF/TCRF) Disclosure
This transaction is covered by the California Travel Consumer Restitution Fund (TCRF) if the seller of travel was registered and participating in the TCRF at the time of sale and the passenger is located in California at the time of payment. Eligible passengers may file a claim with TCRF if the passenger is owed a refund for transportation or travel services which the seller of travel failed to forward to a proper provider or such money was not refunded to you when required.
If you are purchasing from outside of California, this transaction is not covered by the California Travel Consumer Restitution Fund. This disclosure must also be made orally before or at the time of receiving payment or consideration from the passenger.
Last Updated: January 15, 2026