Reimbursement of customer
 57. (1) A customer is entitled to be reimbursed for travel services paid for but not provided if, (a)  the customer paid for the travel services and the payment or any part of it was made to or through a registered travel agent; (b)  the customer has made a demand for payment from, (i)  the registered travel agent and the appropriate registered wholesaler, (ii)  any other person who has received the customer’s money, and (iii)  any other person who may be legally obliged to reimburse or compensate the customer, including a person obliged under a contract for insurance; and (c)  the customer has not been reimbursed by, (i)  those of the registered travel agent and the appropriate registered wholesaler, who under section 25 of the Act are liable to make the reimbursement, because they, (A)  are unable to pay by reason of bankruptcy or insolvency, (B)  have ceased carrying on business and are unwilling to pay, or (C)  have ceased carrying on business and cannot be located, (ii)  any other person who has received the customer’s money, or (iii)  any other person who may be legally obliged to reimburse or compensate the customer, including a person obliged under a contract for insurance.  O. Reg. 26/05, s. 57 (1); O. Reg. 161/10, s. 10. (2) A reimbursement under subsection (1) is limited to the amount paid to or through any registrant for the travel services that were not provided.  O. Reg. 26/05, s. 57 (2). (3) Despite subsection (1), a customer is not entitled to be reimbursed for: 1.  Travel services that were not provided because an end supplier, other than a cruise line or airline, became bankrupt or insolvent or ceased to carry on business. 2.  A payment to or through a registrant for any travel services that were provided or for which alternate travel services were provided or made available. 3.  A payment for travel services that were available, but were not received because of an act or a failure to act on the part of the customer or of another person for whom the travel services were purchased. 4.  Counselling fees paid to a travel agent. 5.  Travel services that were to be received as a prize, award or goodwill gesture, including travel services that were to be received because of the redemption of a voucher, certificate, coupon or similar document that was itself received as a prize, award or goodwill gesture. 6.  Travel services that the customer did not pay for with cash or by a cheque, credit card or other similar payment method, except that this paragraph does not apply to travel services obtained by redeeming a voucher, certificate, coupon or similar document. 7.  Revoked: O. Reg. 101/20, s. 7 (1). 8.  Insurance premiums. 9.  A claim that is based on the cost, value or quality of the travel services or alternate travel services. 10.  A claim in connection with which travel services were provided under section 68 or 69. 11.  Consequential or indirect damages incurred as a result of the failure to provide the travel services.  O. Reg. 26/05, s. 57 (3); O. Reg. 101/20, s. 7 (1). (4) If the travel services were not provided because an end supplier who is an airline or a cruise line became bankrupt or insolvent or ceased to carry on business, subclauses (1) (b) (i) and (1) (c) (i) do not apply.  O. Reg. 26/05, s. 57 (4). (5) Subsections (1) to (4) apply with respect to the holder of a voucher, certificate, coupon or similar document issued by a registrant that has not been redeemed as if it has been redeemed, if, (a)  it is impossible to redeem the voucher, certificate, coupon or similar document because a registered travel agent or registered wholesaler became bankrupt or insolvent or ceased to carry on business; and (b)  the bankruptcy, insolvency or ceasing to carry on business referred to in clause (a) is related to coronavirus (COVID-19). O. Reg. 101/20, s. 7 (2). (6) Subsection (5) and this subsection are revoked on April 1, 2024. O. Reg. 101/20, s. 7 (2); O. Reg. 675/20, s. 4.