If a client filed a chargeback against you tomorrow, what documentation would you have to defend yourself?
For most travel advisors, the honest answer is: not enough. And it’s not because they’re careless. It’s because nobody ever laid out which documents they actually need, why each one exists, and what they protect against.
This is that post.
Why Documents Matter More Than You Think
Travel advisors operate in a card-not-present environment. That means every transaction is higher risk by default — and every dispute falls on the advisor to defend. Without signed documentation, you have almost no recourse when a client claims they didn’t authorize a charge, didn’t understand the cancellation policy, or were never offered travel insurance.
The agreements below don’t just protect you legally. They set expectations, document decisions, and create a paper trail that makes disputes far easier to resolve — and far less likely to happen in the first place.
1. Client Terms & Conditions
What it does: Establishes the legal framework governing the relationship between you and your client. Covers your responsibilities, the supplier’s role, travel risks, and the limitations of your liability as an advisor.
Why you need it: Without this document, there’s no baseline. Every dispute starts from scratch. With it, you have a signed record of what was agreed to before any booking happened.
When to send it: Before any booking conversation. This is your first document, not your last.
2. Travel Client Agreement with Payment Authorization
What it does: Documents the client’s explicit authorization to charge their credit card for travel services. Confirms they’ve acknowledged your booking policies.
Why you need it: This is your most important fraud and chargeback defense. A payment collected without signed authorization has almost no protection in a dispute. This document is the difference between a chargeback you win and one you lose.
When to send it: Before collecting any payment. No exceptions.
3. Planning Fee Agreement
What it does: Defines the scope of your professional planning services, establishes the fee amount, and documents when the fee is earned and payable.
Why you need it: Planning fees are earned whether or not the client ultimately books. Without this agreement, you have no standing to collect a fee from a client who completes the research process and then disappears.
When to send it: Before you begin any research. This agreement protects your time from the first hour you invest.
4. Cancellation Agreement
What it does: Documents a traveler’s request to cancel travel and confirms their acceptance of supplier penalties and non-refundable components.
Why you need it: Cancellations are when disputes most commonly happen. A client who agreed to cancellation terms in writing has far less grounds for a chargeback than one who was told verbally. This agreement closes the loop when a trip doesn’t happen.
When to send it: Any time a client requests a cancellation.
5. Travel Insurance Confirmation
What it does: Records whether the traveler accepted or declined travel insurance coverage, and confirms that the advisor presented options.
Why you need it: ‘I was never offered insurance’ is one of the most common claims in a post-trip dispute. This document eliminates that argument entirely. It doesn’t matter what the client decided — what matters is that you can prove the conversation happened.
When to send it: At every booking, regardless of the client’s decision.
The Bottom Line
These five documents don’t make your agency bulletproof. What they do is ensure that every transaction you take has a documented, defensible record attached to it. That’s not just good legal practice — it’s the foundation of a professional travel business.
All five are available as attorney-prepared agreements through Contract Shield at TIS, with integrated e-signature and automatic updates when regulations change.
Visit travelindustrysolutions.com to see how they work, or visit the pricing page at travelindustrysolutions.com to get started.
