LEGAL

Terms of Use

Effective 4 August 2026 · Last updated 4 August 2026

Bonafero helps you plan and book travel. We are the concierge, not the airline or the hotel — when you book, your contract for the travel itself is with them, and their rules on changes, cancellations, and refunds apply.

Four things worth knowing before you read the rest:

  • Sophie is artificial intelligence. She's good, and she can still be wrong. Please confirm anything that would ruin your trip if it were wrong — passports, visas, health requirements, exact times — with an official source.
  • Nothing is booked or charged without you saying so explicitly. We will never imply a booking or a charge that didn't happen.
  • Our trip alerts and flight tracking are a helpful extra, not a safety service. In an emergency, contact local emergency services, your airline, or your government — not us.
  • The concierge service is currently free. If that changes, we'll tell you before it applies to you.

These terms are a legal agreement, so the full version follows. We've tried to write it in plain language. If something is unclear, ask us at support@bonafero.com before you rely on it.

These Terms of Use are between you and Bonafero ("Bonafero", "we", "us"), a travel concierge service operated from Ontario, Canada.

They cover the Bonafero iOS app, our website at www.bonafero.com, and the concierge service behind them (together, the "Service").

By creating an account or using the Service, you agree to these terms. If you don't agree, please don't use the Service.

Our Privacy Policy explains what we do with your information and forms part of these terms.

You may use the Service if you are 18 or older and able to enter into a binding contract. The Service is designed for adult travellers and is not intended for children.

You may book travel for other people — companions, relatives, friends — provided that:

  • you have their permission to give us their personal details;
  • the details you give us are accurate, and match their travel documents; and
  • you have the authority to agree to the airline's or hotel's terms on their behalf.

Names must match travel documents exactly. Airlines routinely refuse travel, and charge to correct a name, when they don't. We can't take responsibility for a booking made in a name you gave us incorrectly.

Keep your password to yourself, and keep your phone secure — we text a sign-in code to it as a second step, so whoever holds your phone and password can reach your account. Tell us at support@bonafero.com straight away if you think someone else has access.

You're responsible for what happens under your account. Please keep your email and phone number current, because that's how we reach you when a flight moves.

Sophie is an artificial-intelligence concierge. There is no human reading every message. This is what makes the Service quick and patient; it also means:

  • She can be wrong, or out of date. She may misread a question, or state something confidently that isn't correct.
  • You must independently confirm anything critical. In particular: passport validity, visa and entry requirements, vaccination and health rules, customs restrictions, travel advisories, and exact departure times. Check with the airline, the relevant government, or an official source. Requirements change, they depend on your citizenship, and getting one wrong can end a trip at the airport gate.
  • She is not a professional adviser. Nothing Sophie says is legal, medical, immigration, insurance, tax, or financial advice.
  • Descriptions of places, prices, and opening times are indicative. Only what the supplier confirms at booking is binding.
  • She may hand you to a person. If she can't resolve something, your question goes to a human. Response times vary.

We build in checks to keep her honest — she is required to use real travel-system data rather than invent it, and to tell you when she doesn't know. But please treat her as a very capable assistant, not an infallible one.

Bonafero is an intermediary. We help you find, arrange, and manage travel that other companies actually provide.

When you book through us:

  • Your contract for the flight is with the airline. Your contract for the room is with the hotel or its booking system.
  • Their terms, fare rules, and conditions of carriage govern that booking — including baggage, seating, changes, cancellations, refunds, no-shows, overbooking, and what happens if they cancel. We'll help you find those terms, but we can't override them.
  • They are normally the merchant of record — the airline or property charges your card, and their name is what you'll see on your statement.
  • They, not we, are responsible for delivering the travel. We are not liable for a supplier's acts, omissions, delays, cancellations, downgrades, overbooking, insolvency, or the condition or safety of their aircraft, vehicles, or premises.

We are not an airline, a hotel, a tour operator, a car rental company, an insurer, or a payment processor.

We are also not a travel insurer and we don't sell insurance. We strongly recommend you buy travel insurance, including medical and cancellation cover.

Search results are indicative. Availability and prices come from travel systems in real time and can change or disappear between the moment you see them and the moment you book. A price is only yours once the booking is confirmed and, for flights, the ticket is issued.

Nothing is booked without your explicit confirmation. Sophie will not book, hold, ticket, or charge anything on a guess.

Cards. Card details are entered on a separate secure screen — never in the chat — and are passed to the travel system that charges you. We don't store your card. See the Privacy Policy for detail.

Holds, deposits, and tickets are different things, and we'll tell you which you have:

  • A hold or reservation is not a ticket. It can expire.
  • Some rates require a deposit or prepayment. We'll ask for your explicit agreement before anything is charged.
  • A flight is only certain once it is ticketed.

Please don't submit a booking twice. If a booking seems not to have gone through, check your trip or ask us before trying again. Sometimes a travel system completes a booking without telling us in time — in that situation we will tell you honestly that the outcome is uncertain and find out, rather than guessing or submitting it again.

Prices, taxes, and currency. Prices shown may be in Canadian dollars or the supplier's currency, and may exclude taxes, carrier fees, resort fees, baggage charges, or local charges payable on arrival. Your card issuer may add a foreign exchange or cross-border fee, which is between you and them.

Changes and cancellations are governed by the supplier's rules. Many air fares are non-refundable. Where a supplier permits a change or refund, we'll help you request it, but we can't promise an outcome the supplier controls, and refund timing is theirs.

Errors. If an obvious pricing or description error occurs — a fare or rate plainly wrong through a technical fault — we or the supplier may correct or cancel it. If that happens after you've paid, you'll get a full refund of anything paid to us.

Fees. We currently charge nothing for the concierge service. If we introduce fees, we'll tell you clearly in advance, and they'll never apply to a booking you already made.

Bonafero watches your upcoming trips and tells you about weather, disruptions, delays, gate changes, and when to leave for the airport.

This is a convenience, not a safety or emergency service. Specifically:

  • It is not guaranteed, monitored, or continuous. Alerts depend on third-party data, background scheduling, and your device receiving a notification. Any of those can fail, be delayed, or be wrong.
  • Flight information may be delayed or inaccurate. It comes from third-party tracking data. The airline is the only authoritative source for your flight. Always confirm with them.
  • Airport timing suggestions are estimates based on typical check-in buffers, not live traffic or your actual journey. Leave yourself more time than we suggest.
  • Weather and disruption notices are informational. Follow official government advisories, not us.
  • Never rely on Bonafero in an emergency. Contact local emergency services, your airline, your insurer, or your government's consular service.

Do not treat a missing alert as an all-clear. If you don't hear from us, that doesn't mean nothing has changed.

The Service links to and works with other companies' services. Where you leave Bonafero — tapping through to book a ride with Uber, opening an airline's site, following a link Sophie found — you're in their hands, under their terms and their privacy policy. We don't control them and we're not responsible for them. For a ride you book through a link, you pay that company directly; no money passes through us.

Please use the Service for planning and managing genuine travel. Don't:

  • use it for anything unlawful, or to arrange travel for an unlawful purpose;
  • make speculative, false, or fraudulent bookings, or bookings for someone who hasn't asked you to;
  • use someone else's payment card without their authority;
  • impersonate anyone, or give us details that aren't true;
  • try to break, overload, probe, or get unauthorised access to the Service, or work around its security or rate limits;
  • scrape, resell, or commercially redistribute our content, travel data, or prices, or use the Service to build a competing product;
  • attempt to manipulate the AI into bypassing its safeguards, or use it to generate unlawful, hateful, or harassing content;
  • upload malware, or anything that infringes someone else's rights.

If you break these rules we may suspend or close your account — see section 13.

10. Content and intellectual property

Ours. The Bonafero name, logo, the Sophie persona, the app, the website, and their design, text, and code belong to us or our licensors. You may use them only as part of using the Service. Travel content — photos, place descriptions, ratings — belongs to its owners, including TripAdvisor, Unsplash, Wikipedia, and the Michelin Guide, and is used under their terms.

Yours. Your trip details, preferences, and messages remain yours. You give us a limited, non-exclusive licence to use them to run the Service for you — to plan your trips, make your bookings, and remember your preferences — and nothing more. We don't use them to train AI models. This licence ends when you delete your information, apart from records we must legally keep.

Feedback. If you send us suggestions, we may act on them freely and without obligation. We won't treat feedback as confidential unless you ask us to.

We aim to keep the Service running, but we don't promise it will be uninterrupted or error-free. We may need to suspend it for maintenance, and we may change, add, or remove features. The travel systems we depend on can also be slow or unavailable; when that happens we'll tell you plainly rather than show you something that isn't real.

Please keep your own copies of important confirmations — your airline and hotel confirmations, and your record locator numbers — rather than relying only on the app.

Please read this section carefully; it limits what we owe you if something goes wrong.

What we're responsible for. We'll provide the Service with reasonable care and skill. If we get something wrong that is genuinely our fault, we'll put it right where we can.

What we're not responsible for. To the extent the law allows, we're not liable for:

  • the acts, omissions, or failures of airlines, hotels, and other suppliers, or of travel systems, payment processors, or other third parties;
  • decisions you make based on AI-generated suggestions that you could have verified — including denied boarding or entry for a passport, visa, health, or document problem;
  • a missed, delayed, or inaccurate alert, or reliance on flight tracking or timing estimates instead of the airline;
  • events outside our reasonable control — weather, strikes, epidemics, war, civil unrest, government action, airspace closures, provider outages, or internet failures; or
  • indirect losses — lost profits, lost enjoyment, lost data, or consequential damages.

Provided "as is". Except as stated in these terms and as required by law, the Service is provided as is, without warranties of any kind, whether express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement.

Our cap. Where we are liable, our total liability to you for all claims is limited to the greater of (a) the fees you paid Bonafero for the Service in the 12 months before the claim, and (b) CAD $200. Because the concierge service is currently free, in practice this means CAD $200. This cap does not apply to amounts a supplier owes you for your travel — pursue those with the supplier — nor to any liability that cannot lawfully be limited.

Your legal rights are untouched. Nothing in these terms limits or excludes:

  • liability for death or personal injury caused by our negligence;
  • liability for fraud or fraudulent misrepresentation; or
  • any right you have under Ontario's *Consumer Protection Act, 2002* or other applicable consumer-protection law that cannot be waived by agreement.

If you're a consumer in a place whose law gives you stronger protection than this section, that law applies to you and this section is read down accordingly.

You can leave any time. Ask us at privacy@bonafero.com to delete your account and information, and we'll act within 30 days. Bookings already made stay with the supplier and are still governed by their terms — closing your Bonafero account does not cancel a flight or a hotel reservation, and does not entitle you to a refund from them.

We may suspend or close your account if you break these terms, if we're required to by law, or if we reasonably believe your account is being used fraudulently or to harm someone. Where it's safe and lawful to do so, we'll tell you why and give you a chance to respond. If we close your account, we'll help you retrieve your confirmed booking details.

We may also discontinue the Service. If we ever do, we'll give you reasonable notice, help you export your trips, and refund any prepaid fees for a period you won't receive.

We may update these terms. When we do, we'll change the date at the top. If a change materially affects your rights, we'll tell you in the app or by email at least 30 days before it takes effect, so you can decide whether to carry on using the Service. Continuing to use it after that means you accept the new terms. The terms in force when you made a booking are the ones that govern that booking.

If you downloaded the Bonafero app from Apple's App Store, this also applies:

  • These terms are between you and Bonafero, not Apple. Apple is not a party.
  • Apple has no obligation to provide support for the app, and no warranty obligation. Any claim about the app is ours to answer, not Apple's.
  • You must use the app in line with the App Store Terms of Service.
  • Apple and its subsidiaries are third-party beneficiaries of this section and may enforce it.

Governing law. These terms and any dispute arising from them are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there.

Where disputes are heard. The courts of Ontario have exclusive jurisdiction, and we both submit to them. If you are a consumer resident elsewhere, this doesn't deprive you of the right to bring proceedings in your own place of residence where the law gives you that right.

Talk to us first. Before starting a formal claim, please email support@bonafero.com and give us 30 days to resolve it. Most things are fixable this way.

No waiver. If we don't enforce part of these terms straight away, we haven't given up the right to enforce it later.

Severability. If any part of these terms is found unenforceable, the rest stays in force, and the unenforceable part is read as narrowly as needed to make it valid.

Assignment. You may not transfer your rights under these terms without our consent. We may transfer ours to an affiliate or to an acquirer of our business, provided your rights are not reduced.

Entire agreement. These terms and the Privacy Policy are the whole agreement between us about the Service, and replace any earlier understanding.

Language. These terms are drawn up in English. Les parties conviennent que les présentes conditions soient rédigées en anglais.

support@bonafero.com — questions about these terms, your bookings, or anything else.

privacy@bonafero.com — your information, access, and deletion requests.

A person reads both.

You may also want to read our Privacy Policy.