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Faytravel

Privacy Policy

Last updated: October 7, 2026

Faytravel respects your privacy and is committed to protecting your personal information. This policy explains what we collect, how we collect it, why we use it, who we share it with, where it is processed, how long we keep it and what your rights are. We comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and its ten fair information principles, and with substantially similar provincial privacy laws where they apply, including Québec’s Act respecting the protection of personal information in the private sector and the Personal Information Protection Acts of Alberta and British Columbia.

1. Who we are and who is responsible

Faytravel (“we”, “us”) operates faytravel.ca and is an online travel agency based in Canada. We are responsible for the personal information we collect or control, including information we transfer to service providers who process it on our behalf. We have designated a person in charge of the protection of personal information (our Privacy Officer), who is accountable for our compliance with this policy and can be reached at info@faytravel.ca.

2. What we collect

  • Contact details: name, email address, phone number.
  • Traveller details: name as on the passport, title, date of birth, sex and nationality. Airlines, hotels and government authorities require them, and we also use nationality to identify the entry requirements that apply to your trip.
  • Passport details: number, issuing country and expiry date, when the airline or the visa or permit service requires them.
  • Documents you upload: passport page, photo and driving licence, only for visa, entry-permit and international driving permit services.
  • Account details: your email, your name if you sign in with Google, and the travellers you choose to save for future bookings.
  • Booking details: flights, hotels, services and packages, dates, amounts, payment and fulfilment status, and related messages.
  • Trip preferences: what you choose or type in “Plan your trip” or in the AI assistant (such as destination, dates, number of travellers and hotel style).
  • Limited technical data: IP address, browser type and server logs, to protect the site against abuse and fraud, and essential cookies (see our Cookie Policy).

We never collect or store your card details: payments are processed directly by Stripe and card numbers never reach our servers. Stripe only tells us the payment status.

3. How we collect it

  • From you: when you search, book, create an account, upload a document, contact us or use the AI assistant.
  • From Google: only your name and email, if you choose to sign in with Google.
  • From suppliers: booking confirmations, ticket numbers, schedule changes, and authorities’ decisions on visa and permit applications.
  • Automatically: the limited technical data described above.

If you provide information about other travellers (family members or companions), you confirm that you are authorised to do so and that you have made them aware of this policy.

4. Why we use it

  • To deliver your booking: issue tickets, confirm hotels, prepare and submit visa and permit applications, and provide services.
  • To identify the entry requirements and services relevant to your trip.
  • To take payments, issue refunds, prevent fraud and protect your account.
  • To send confirmations, tickets, documents, booking updates and sign-in codes.
  • To provide customer support and handle complaints.
  • To meet legal obligations: tax, accounting, record-keeping and lawful requests from authorities.
  • To operate, improve and secure the site.

We will not use your information for a new purpose without telling you and asking for your consent, except where the law allows. We do not sell, rent or trade your personal information.

5. Consent

By booking or creating an account you consent to the collection, use and disclosure of the information needed for the purposes above. We obtain your express consent for sensitive information, such as images of your passport or driving licence, when you upload them for a specific service. You may withdraw your consent at any time by contacting us, subject to legal and contractual restrictions; some services cannot be provided without the required information (for example, a traveller’s name to issue a ticket).

6. Artificial intelligence on the site

  • Passport reading: when you photograph a passport, we first try to read the image on your device. If that fails, the image is sent to an AI provider to read only the two machine-readable lines at the bottom of the page; it is then deleted and we do not keep it. You can always type the details instead.
  • The AI assistant and “Plan your trip”: your messages and answers are sent to an AI provider to reply to you, check live prices and suggest trips and packages. We do not store the conversation on our servers; it stays in your browser until you close the page or start a new conversation. The proposed package (its contents, price and the travellers’ nationalities) is stored temporarily so you can book it, then deleted. Please do not share unnecessary sensitive information in the chat.
  • Our AI provider does not use your data to train its models and may keep it for a limited time only for security and abuse prevention, under its terms.
  • The assistant only suggests and answers; it makes no automated decisions about you, and you decide whether to book. Prices are calculated from suppliers’ live data using fixed rules that do not depend on who you are.

7. Who we share it with

We share only what each purpose requires, with:

  • The airlines, hotels and suppliers you book with, through our booking platform Duffel (United Kingdom).
  • The government authorities responsible for visas and entry permits, when you request those services.
  • Stripe, for payments, refunds and fraud prevention.
  • Operations providers acting on our behalf under contract: hosting and database (Google Cloud, Montréal, Canada), network and domain (Cloudflare), email (Resend), AI (a provider in the United States) and sign-in (Google).
  • Authorities or courts when the law requires it, or to protect our rights, others’ safety or to prevent fraud.
  • A buyer or partner, if the business is sold or merged, provided it honours this policy.

8. Processing outside Canada

The site’s database and documents are stored in Canada (Montréal). Some providers process information outside Canada, in the United States, the United Kingdom and elsewhere, and airlines, hotels and authorities in your destination receive traveller details by the nature of the service. Your information may then be subject to the laws of those countries and accessible to their courts, law enforcement and national security authorities. We require our providers by contract to protect it to a comparable standard, and we assess the protection before transferring information as privacy laws, including Québec’s, require.

9. How long we keep it

  • Passport numbers for flights: deleted from our records as soon as the ticket is issued; the airline keeps them under its own policy.
  • Uploaded documents (passport page, photo, licence): deleted within 90 days after the service is completed or cancelled, unless the law or an ongoing dispute requires otherwise.
  • Passport images sent for automatic reading: not stored.
  • “Plan your trip” proposals: valid for 30 minutes and deleted within a day after they expire.
  • Booking, payment and invoice records: at least six years after the end of the tax year, as Canadian tax law requires.
  • Your account and saved travellers: for as long as your account exists, or until you ask us to delete them.
  • Sign-in codes: a few minutes. Backups: 14 days. Technical logs: a short period, for security only.

When a retention period ends, we securely delete or anonymise the information.

10. How we protect it

We use safeguards appropriate to the sensitivity of the information, including encrypted connections (HTTPS), private document storage reachable only by authorised staff and by the booking owner through short-lived signed links, need-to-know staff permissions, password-free sign-in, deletion of passport details once used, and daily backups. No method is perfectly secure, but we work continuously to minimise risk. If a breach creates a real risk of significant harm to you, we will notify you, the Privacy Commissioner and other authorities as the law requires.

11. Your rights

  • Access the personal information we hold about you, learn how it is used and get a copy.
  • Correct inaccurate or incomplete information.
  • Know who we have shared your information with.
  • Withdraw consent or ask us to delete your information, within what the law and existing bookings allow.
  • Unsubscribe from marketing messages at any time.
  • Québec residents: additional rights, including receiving your information in a structured, commonly used technological format and having it transferred to another organisation.

To exercise any of these rights, email info@faytravel.ca. We may need to verify your identity first to protect your information. We will reply within 30 days and tell you if we need an extension permitted by law. This is free of charge in normal cases.

12. Marketing messages

We send marketing messages only with your express consent under Canada’s Anti-Spam Legislation (CASL), and you can unsubscribe with one click in any message. Booking confirmations, updates and sign-in codes are not marketing; you receive them because they are needed for your service.

13. Minors

The site is intended for adults. Adults book on behalf of children travelling with them and confirm that they are their parent or guardian or are otherwise authorised to provide their information. We do not knowingly collect information directly from children.

14. Third-party websites

The site may link to other websites (such as airlines or government authorities), which have their own privacy policies that we do not control.

15. Changes to this policy

We may update this policy when our services or the law change. The date of the latest update appears at the top, and we will tell you about significant changes by email or on the site before they take effect.

16. Contact and complaints

Privacy Officer, Faytravel, info@faytravel.ca. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca) or to your provincial authority: the Commission d’accès à l’information du Québec (cai.gouv.qc.ca), or the Information and Privacy Commissioner of Alberta (oipc.ab.ca) or of British Columbia (oipc.bc.ca).