Business ProfileforSunwing Vacations Inc

My friend and I booked an all-inclusive one week trip to Mexico using the Sunwing website on Dec 3, 2022. Trip departure of Feb 15th, 2023 (booking #*********). To be safe, we opted for their "Worry Free Cancellation" with fee of $49.00 on top of the price of the trip. This was supposed to allow us to cancel "worry free" up to 3 days before the trip. We were told by an agent that if we cancelled 45 days or more before departure, we would be able to get a full refund for our package, less $250/person, which would be returned in the form of a "worry free voucher" which could be used on a future trip with Sunwing. We were told it's done this way because the required down payment on a vacation package with Sunwing is $250.00, so they are basically ensuring you will rebook with them. Seemed reasonable to us. On December 15th, 2022, my friend and I decided to switch our vacation from Mexico to Dominican Republic because we found out that a few of our friends were going there instead. Travel date: Feb 14th, 2023. We cancelled our package to Mexico over the phone and received a partial refund to our credit cards and the rest as $250 voucher each to use for the future (received by email). When we booked the new trip (#*********), we were told we could not apply the voucher as it takes 10 days to activate. We were looking to book another Sunwing vacation this month, and dug up the vouchers in our email only to find out that they put an expiry date of 1 year on them! They expired in Dec 2023.Not once were we informed we only had one year from date of issue to use this. I have emailed and called them several times to escalate and ask for an extension or refund, but they have refused to budge. Sunwing has ******** $500.00 of our money in addition to the $98.00 we each paid for this ********* "worry free cancellation" service. ** *** ********* ***** ** **** *** **** ******* *** ******* **** ** **** ********* ******** ******** *** ** **** *** *** **** ** *** **** **********