Study Guide

HRAI Residential Heat Loss/Heat Gain Calculations (HRAI HRA) Study Guide: Syllabus, Key Notes, Subject Review, and FAQs

Study HRAI Residential Heat Loss/Heat Gain Calculations (HRAI HRA) with subject-by-subject notes, official source checks, syllabus focus, review tasks, and practice strategy.

Published July 2026Updated July 202617 min readStudy GuideIntermediateTechnical Conquer
Emily Rowan

Reviewed By

Emily Rowan

Technical Conquer contributing author

Emily has spent more than a decade around HVAC Excellence Certification (HVAC Excellence), helping candidates turn field knowledge into cleaner study plans, better review habits, and exam-style decision making.

HRAI Residential Heat Loss/Heat Gain Calculations (HRAI HRA) Overview

These study notes are designed to prepare candidates for the HRAI Residential Heat Loss/Heat Gain Calculations exam. They are based on the official HRAI training and certification program, CSA F280-12 standards, and related industry references. The notes cover the six core subjects: CSA F280-12 Standards and Design Conditions, Building Envelope Thermal Resistance and U-Factors, Fenestration and Solar Heat Gain Analysis, Infiltration and Ventilation Load Requirements, Internal Heat Gains and Occupancy Loads, and Room-by-Room Load Distribution and System Sizing. Each subject includes key notes, must-know items, clinical applications (field applications), high-yield distinctions, common pitfalls, and review tasks. The final review section provides a summary of critical concepts, and the FAQ addresses common candidate questions. All information is sourced from the provided official anchors; candidates should verify any details not explicitly confirmed by these sources with the official HRAI body.

For Technical Conquer practice planning, this module is tracked as 80 questions over about 120 minutes with a listed pass mark of 70%. Treat those numbers as practice baselines and verify the current official format before scheduling.

How This Guide Is Organized

The sections below turn the syllabus into studyable subject blocks. Read a subject first, explain the must-know ideas without notes, then use questions, flashcards, and mind maps to test whether the knowledge holds under field-style pressure.

  • CSA F280-12 Standards and Design Conditions
  • Building Envelope Thermal Resistance and U-Factors
  • Fenestration and Solar Heat Gain Analysis
  • Infiltration and Ventilation Load Requirements
  • Internal Heat Gains and Occupancy Loads
  • Room-by-Room Load Distribution and System Sizing

Exam Snapshot and Readiness Target

Format: 80 questions, 120 minutes, pass mark 70% (practice baseline; verify with HRAI)

Candidate level: Entry-level to technician-level; suitable for those pursuing HRAI certification in residential heat loss/heat gain calculations

Readiness target: Candidates should be able to perform manual and software-based load calculations per CSA F280-12, select appropriate design conditions, and size equipment accordingly.

Most candidates should budget at least 36+ focused study hours, then adjust upward for unfamiliar equipment, code, regulatory, commissioning, controls, or calculation-heavy content.

CSA F280-12 Standards and Design Conditions

Syllabus Focus

  • Scope and application of CSA F280-12
  • Determination of outdoor design conditions (99% and 1% values)
  • Indoor design conditions (typical 22°C heating, 24°C cooling)
  • Standardized calculation methodology for residential buildings

Key Notes

  • CSA F280-12 is the Canadian standard for determining the required capacity of residential space heating and cooling appliances.
  • Outdoor design temperatures are based on statistical data (e.g., 99% heating design temperature means the temperature is exceeded 99% of the time).
  • Indoor design conditions are typically 22°C for heating and 24°C for cooling, but may vary by local codes or client preference.
  • The standard applies to single-family detached, semi-detached, row houses, and low-rise multi-unit residential buildings (up to 3 storeys).
  • Load calculations must account for heat loss through building envelope, infiltration, and ventilation, as well as internal and solar heat gains.
  • The standard provides methods for both manual calculations and computer software validation.
  • Design conditions must be selected from the appropriate climatic data for the building location (e.g., HRAI weather data or Environment Canada).

Must Know

  • Know how to find and apply 99% heating and 1% cooling design temperatures for a given location.
  • Understand the difference between design temperature and average temperature; design temperatures are extreme conditions.
  • Be able to calculate the temperature difference (ΔT) for heat loss and heat gain calculations.
  • Recognize that CSA F280-12 supersedes earlier versions and is referenced by the National Building Code of Canada.
  • Know that the standard includes provisions for both steady-state and dynamic load calculations (though steady-state is typical for residential).

Field and Exam Application

  • Field application: Selecting outdoor design temperature for a new home in Toronto using HRAI weather data.
  • Field application: Adjusting indoor design temperature for a client with specific comfort preferences (e.g., 20°C heating).
  • Field application: Using CSA F280-12 to verify that a proposed heat pump has sufficient capacity at the 99% design temperature.
  • Field application: Explaining to a builder why design conditions differ from average winter temperatures.

High-Yield Distinctions

  • CSA F280-12 vs. ACCA Manual J: Manual J is US-focused; CSA F280-12 is Canadian and uses different climatic data and assumptions.
  • 99% vs. 97.5% design temperatures: 99% is more conservative (colder) and is standard for residential heating in Canada.
  • Heating vs. cooling design conditions: Heating uses 99% dry-bulb; cooling uses 1% dry-bulb and sometimes wet-bulb for latent load.
  • Indoor design temperature for heating (22°C) vs. cooling (24°C) - note the 2°C difference affects load calculations.

Common Pitfalls

  • Using average winter temperature instead of design temperature - leads to undersized equipment.
  • Confusing 99% heating design temperature with 99% cooling design temperature (which does not exist; cooling uses 1%).
  • Forgetting to adjust indoor design temperature for specific spaces (e.g., garages, basements) as per client or code.
  • Assuming all Canadian locations use the same design conditions - must check local climatic data.
  • Neglecting to verify if the building is in a microclimate (e.g., coastal vs. inland) that may require adjusted design values.

Review Tasks

  • Practice locating design temperatures for three different Canadian cities using HRAI or Environment Canada data.
  • Calculate the heating ΔT for a home in Winnipeg (indoor 22°C, outdoor -33°C).
  • Compare CSA F280-12 and Manual J design condition selection methods.
  • Review a sample load calculation report and identify the design conditions used.
  • Explain the rationale for using 99% heating design temperature to a colleague.

Building Envelope Thermal Resistance and U-Factors

Syllabus Focus

  • Calculation of U-factors for walls, roofs, floors, and foundations
  • Thermal resistance (R-values) of insulation and assembly components
  • Effect of thermal bridging (e.g., studs, joists, windows)
  • Overall heat transfer coefficient (U-value) for opaque and fenestration assemblies

Key Notes

  • U-factor is the overall heat transfer coefficient (W/m²·K); it is the reciprocal of total R-value (U = 1/R_total).
  • R-value measures thermal resistance; higher R-value means better insulation.
  • For building assemblies, total R-value includes surface air films, insulation, structural materials, and air gaps.
  • Thermal bridging occurs when highly conductive materials (e.g., wood studs, steel) bypass insulation, reducing effective R-value.
  • CSA F280-12 provides default R-values for common assemblies, but actual values should be used when available.
  • Windows and doors have rated U-factors from manufacturers; use NFRC ratings for accurate values.
  • Basement walls and slabs require special consideration; below-grade heat loss uses different calculation methods (e.g., CSA F280-12 basement method).

Must Know

  • Calculate total R-value of a wall assembly given layer thicknesses and thermal conductivities.
  • Convert R-value to U-factor and vice versa.
  • Account for thermal bridging in framed walls using the parallel path method or effective R-value tables.
  • Know the typical R-values for common insulation types (e.g., fiberglass batt R-3.5 per inch, spray foam R-6 per inch).
  • Understand that U-factors for windows are for the whole assembly (glass, frame, spacer).

Field and Exam Application

  • Field application: Measuring existing wall insulation thickness to estimate R-value during a retrofit.
  • Field application: Selecting window U-factor for a new home to meet energy code requirements.
  • Field application: Calculating the impact of upgrading attic insulation from R-30 to R-60 on heat loss.
  • Field application: Identifying thermal bridging at rim joists and recommending insulation strategies.

High-Yield Distinctions

  • R-value vs. U-factor: R-value is resistance; U-factor is conductance. Higher R = better insulation; lower U = better insulation.
  • Clear wall R-value vs. whole-wall R-value: Whole-wall includes thermal bridging and is lower.
  • Above-grade vs. below-grade heat loss: Below-grade uses different U-factors and temperature differences (ground temperature).
  • Steel studs vs. wood studs: Steel has higher thermal conductivity, causing greater thermal bridging.

Common Pitfalls

  • Forgetting to include air film resistances (interior and exterior) in total R-value calculation.
  • Using nominal R-value of insulation without accounting for compression or settling.
  • Ignoring thermal bridging in steel-framed assemblies - can reduce effective R-value by 50% or more.
  • Assuming all windows have the same U-factor; must check NFRC label.
  • Using above-grade U-factors for below-grade walls without adjustment.

Review Tasks

  • Calculate the U-factor for a 2x6 wood stud wall with R-20 fiberglass batt, interior drywall, exterior sheathing, and siding.
  • Compare the U-factor of a double-pane vs. triple-pane window.
  • Determine the effective R-value of a wall with 25% steel stud framing.
  • Calculate heat loss through a basement wall using CSA F280-12 method.
  • Review a manufacturer's window specification sheet and identify the U-factor.

Fenestration and Solar Heat Gain Analysis

Syllabus Focus

  • Solar heat gain coefficient (SHGC) and its role in cooling load
  • Calculation of solar heat gain through windows and skylights
  • Shading coefficients and overhang effects
  • Orientation and tilt factors for fenestration

Key Notes

  • Solar heat gain coefficient (SHGC) is the fraction of incident solar radiation that enters through a window (0 to 1).
  • SHGC is a key factor in cooling load calculations; higher SHGC means more solar heat gain.
  • Solar heat gain is calculated as: Q_solar = SHGC × A × I × F, where A is area, I is solar irradiance, and F is a correction factor for shading.
  • Shading from overhangs, awnings, or adjacent buildings reduces solar gain; use shading coefficients or detailed analysis.
  • Orientation matters: south-facing windows receive more solar gain in winter, east/west in summer.
  • CSA F280-12 provides solar irradiance data for different orientations and times of year.
  • Low-E coatings can reduce SHGC while maintaining visible light transmission.

Must Know

  • Know how to obtain SHGC from window NFRC label or manufacturer data.
  • Calculate solar heat gain for a given window using standard irradiance values.
  • Understand the difference between SHGC and U-factor: SHGC affects cooling load; U-factor affects heating load.
  • Apply shading reduction factors for overhangs or external blinds.
  • Recognize that skylights have higher solar gain due to horizontal orientation.

Field and Exam Application

  • Field application: Recommending low-SHGC windows for a west-facing bedroom to reduce cooling load.
  • Field application: Evaluating the impact of adding an overhang over south-facing windows on summer cooling.
  • Field application: Calculating solar gain for a home with large east-facing windows in a cooling-dominated climate.
  • Field application: Advising a client on window selection to balance heating and cooling loads.

High-Yield Distinctions

  • SHGC vs. Solar Heat Gain Factor (SHGF): SHGF is the actual heat gain per unit area (W/m²), while SHGC is dimensionless.
  • Summer vs. winter solar gain: In heating season, solar gain is beneficial; in cooling season, it is a load.
  • Clear glass vs. tinted glass: Tinted glass has lower SHGC but may reduce visible light.
  • Operable vs. fixed windows: Operable windows may allow natural ventilation, reducing cooling load, but solar gain calculation is similar.

Common Pitfalls

  • Using SHGC from a different window model - always verify the specific product.
  • Forgetting to account for shading from trees or neighboring buildings.
  • Applying solar gain to north-facing windows without considering low irradiance.
  • Confusing SHGC with U-factor - both are important but for different loads.
  • Ignoring the effect of window frame on solar gain (frame area has different SHGC).

Review Tasks

  • Calculate the solar heat gain for a 2 m² south-facing window with SHGC 0.4 on a clear summer day (irradiance 500 W/m²).
  • Compare the solar gain of east vs. west windows at 3 PM in July.
  • Determine the effect of a 1 m overhang on a south window at noon in June.
  • Review a window product data sheet and identify SHGC and U-factor.
  • Explain how low-E coating affects SHGC and U-factor.

Infiltration and Ventilation Load Requirements

Syllabus Focus

  • Calculation of infiltration heat loss using air changes per hour (ACH) or effective leakage area
  • Ventilation requirements per CSA F326 or applicable codes
  • Heat recovery ventilators (HRVs) and energy recovery ventilators (ERVs)
  • Impact of building tightness on infiltration loads

Key Notes

  • Infiltration is uncontrolled air leakage through cracks and openings; it contributes to both heating and cooling loads.
  • Infiltration rate is often estimated using ACH (air changes per hour) or effective leakage area (ELA) method.
  • CSA F280-12 provides default ACH values based on building construction type (e.g., tight, average, loose).
  • Ventilation is intentional outdoor air supply for indoor air quality; minimum rates are specified by codes (e.g., CSA F326, NBC).
  • Heat loss due to infiltration: Q_inf = 0.018 × ACH × Volume × ΔT (in IP units; use 0.33 for SI).
  • HRVs/ERVs recover heat from exhaust air, reducing ventilation load; effectiveness is typically 60-85%.
  • Blower door tests can measure actual building airtightness; results can be used to refine infiltration estimates.

Must Know

  • Calculate infiltration heat loss using ACH method for a given building volume and ΔT.
  • Determine minimum ventilation rate per CSA F326 (e.g., 0.35 ACH or 15 cfm per person).
  • Understand how HRV effectiveness reduces the net ventilation load.
  • Know the difference between infiltration and ventilation: infiltration is uncontrolled; ventilation is controlled.
  • Apply appropriate ACH values based on building age and construction quality.

Field and Exam Application

  • Field application: Recommending an HRV for a tight new home to meet ventilation requirements without excessive energy loss.
  • Field application: Using blower door test results to adjust infiltration assumptions in load calculations.
  • Field application: Calculating the impact of sealing air leaks on heating load and equipment sizing.
  • Field application: Advising a homeowner on the benefits of an ERV in humid climates.

High-Yield Distinctions

  • Infiltration vs. ventilation: Infiltration is leakage; ventilation is intentional. Both contribute to load but are calculated separately.
  • ACH natural vs. ACH at 50 Pa: Blower door tests measure ACH50; natural ACH is roughly ACH50 / 20 (rule of thumb).
  • HRV vs. ERV: HRV transfers heat only; ERV transfers both heat and moisture, beneficial in humid or dry climates.
  • Summer infiltration: Infiltration also adds latent load (humidity) in cooling season.

Common Pitfalls

  • Using ACH values without adjusting for building tightness - overestimating load for tight homes.
  • Forgetting to include ventilation load when an HRV is present - the HRV reduces but does not eliminate the load.
  • Confusing cfm with ACH - ensure correct unit conversion.
  • Ignoring latent load from infiltration in cooling calculations.
  • Assuming all ventilation systems have the same effectiveness - verify HRV/ERV ratings.

Review Tasks

  • Calculate infiltration heat loss for a 300 m³ home with ACH 0.5 and ΔT 40°C (SI units).
  • Determine the required ventilation rate for a 4-person home per CSA F326.
  • Compare the net ventilation load with and without an HRV (effectiveness 75%).
  • Interpret a blower door test result of 2.5 ACH50 and estimate natural ACH.
  • Explain the difference between HRV and ERV to a client.

Internal Heat Gains and Occupancy Loads

Syllabus Focus

  • Heat gains from occupants, lighting, appliances, and equipment
  • Sensible and latent heat gain components
  • Diversity factors and typical values for residential buildings
  • Impact of internal gains on cooling load and equipment sizing

Key Notes

  • Internal heat gains include sensible (dry) and latent (moisture) heat from people, lights, appliances, and electronics.
  • Typical sensible heat gain per person: 70-100 W (depending on activity); latent gain: 30-60 W.
  • Lighting heat gain is based on wattage; for LED, use actual wattage (not equivalent incandescent).
  • Appliances (refrigerator, oven, dishwasher) contribute heat; use standard values from CSA F280-12 or manufacturer data.
  • Diversity factors account for the fact that not all internal gains occur simultaneously (e.g., oven used intermittently).
  • Internal gains reduce heating load and increase cooling load; they are often neglected in heating calculations for simplicity but must be included for cooling.
  • In heating season, internal gains are beneficial and can be subtracted from the total heat loss.

Must Know

  • Calculate sensible and latent heat gain from occupants based on number of people and activity level.
  • Determine lighting heat gain from total installed wattage and diversity factor.
  • Apply typical appliance heat gain values from CSA F280-12 (e.g., refrigerator 150 W, range 600 W).
  • Understand that internal gains are more significant in cooling load calculations than heating.
  • Know when to include internal gains in heating calculations (e.g., for heat pump sizing in mild climates).

Field and Exam Application

  • Field application: Estimating cooling load for a home theater with 5 people and multiple electronics.
  • Field application: Advising a client on the impact of upgrading to LED lighting on cooling load.
  • Field application: Calculating the reduction in heating load due to internal gains for a well-occupied home.
  • Field application: Using diversity factors to avoid oversizing equipment for intermittent appliance use.

High-Yield Distinctions

  • Sensible vs. latent heat: Sensible affects dry-bulb temperature; latent affects humidity. Both must be considered for cooling.
  • Internal gains in heating vs. cooling: In heating, they reduce load; in cooling, they increase load.
  • Occupancy diversity: Not all rooms are occupied at the same time; use diversity for room-by-room calculations.
  • Appliance heat gain vs. energy consumption: Heat gain is not equal to energy consumption; some energy is lost as heat, some as work (e.g., motor).

Common Pitfalls

  • Double-counting internal gains when using default values from different sources.
  • Ignoring latent heat gain from occupants and activities (cooking, showering) in cooling load.
  • Using nameplate wattage for appliances without considering diversity (e.g., oven may be on only 30% of time).
  • Neglecting internal gains in heating calculations for tight, well-insulated homes where they may significantly offset heat loss.
  • Assuming all internal gains are sensible - cooking and showers produce significant latent gain.

Review Tasks

  • Calculate total sensible and latent heat gain for a family of 4 in a living room (assume light activity).
  • Determine lighting heat gain for a home with 500 W of LED lighting (diversity 0.5).
  • Estimate appliance heat gain for a kitchen with refrigerator, oven, and dishwasher using CSA F280-12 values.
  • Explain how internal gains affect equipment sizing for a heat pump in a moderate climate.
  • Review a sample cooling load calculation and identify the internal gain contributions.

Room-by-Room Load Distribution and System Sizing

Syllabus Focus

  • Calculation of heat loss and heat gain for each room
  • Distribution of total load to individual rooms for duct/pipe sizing
  • Equipment selection based on total load and system type
  • Consideration of zoning and multiple zones

Key Notes

  • Room-by-room load calculations are essential for proper duct design and equipment sizing.
  • Each room's load includes envelope, infiltration, ventilation, and internal gains (for cooling).
  • Total building load is the sum of all room loads, but equipment sizing may include a safety factor (typically 1.0 to 1.15).
  • Ductwork and register sizing depend on the room's peak load (heating or cooling, whichever is larger).
  • Zoning allows different temperatures in different areas; each zone requires its own load calculation and equipment or dampers.
  • CSA F280-12 provides guidance on selecting equipment capacity based on calculated load.
  • Oversizing equipment leads to short cycling, poor humidity control, and reduced efficiency; undersizing leads to discomfort.

Must Know

  • Perform a room-by-room heat loss calculation for a simple house using CSA F280-12 methodology.
  • Sum room loads to get total building load and compare to equipment capacity.
  • Understand the concept of design load vs. equipment capacity; equipment should be sized to meet the design load.
  • Know how to adjust loads for zoning (e.g., separate thermostat for master bedroom).
  • Recognize that cooling loads often dictate duct sizing in humid climates due to latent load.

Field and Exam Application

  • Field application: Sizing a furnace for a 2000 ft² home based on total heat loss of 60,000 BTU/h.
  • Field application: Designing ductwork for a two-story home with separate zones for upstairs and downstairs.
  • Field application: Recommending a heat pump with backup heat for a cold climate based on room-by-room loads.
  • Field application: Troubleshooting uneven temperatures by reviewing room load calculations and duct design.

High-Yield Distinctions

  • Heating load vs. cooling load: In many climates, one dominates; equipment may be sized for the larger load.
  • Room load vs. zone load: A zone may include multiple rooms; the zone load is the sum of its rooms.
  • Sensible vs. total cooling load: Equipment capacity is rated for total (sensible + latent); ensure sufficient latent capacity.
  • Manual J vs. CSA F280-12: Both produce room-by-room loads but use different methods and assumptions.

Common Pitfalls

  • Sizing equipment based on total load without considering room-by-room distribution - leads to inadequate airflow to some rooms.
  • Using a blanket safety factor (e.g., 1.4) that oversizes equipment; CSA F280-12 recommends 1.0 to 1.15.
  • Ignoring duct losses (heat gain/loss) when sizing equipment - add 10-15% for ducts in unconditioned spaces.
  • Assuming all rooms have the same load profile - south-facing rooms may have higher cooling loads.
  • Forgetting to account for future additions or changes (e.g., finished basement) in load calculations.

Review Tasks

  • Calculate the heat loss for a 3-bedroom house room by room and sum to total.
  • Determine the required furnace capacity for a home with total heat loss of 80,000 BTU/h and duct losses of 10%.
  • Design a simple zoning plan for a two-story house with separate heating/cooling needs.
  • Compare the room loads for a north-facing vs. south-facing bedroom.
  • Explain why oversizing a heat pump can lead to poor dehumidification.

How To Use These Notes With Practice Questions

Do not jump straight from reading to a full mock. Work by subject first: review the key notes, make a short recall sheet from memory, then answer a focused question set. After each miss, decide whether the problem was missing theory, weak code/source recall, poor measurement setup, calculation error, or a field sequence you did not visualize.

Technical Conquer's question bank, flashcards, mind maps, and spaced review tools are most useful after this instruction layer because they reveal which parts of the notes are not yet retrievable.

Final Review Checklist

  • Master the use of CSA F280-12 for design conditions, envelope U-factors, infiltration, and internal gains.
  • Practice manual calculations for heat loss and heat gain using standard forms or software.
  • Understand the difference between heating and cooling load components and how they affect equipment sizing.
  • Be able to interpret manufacturer data for windows, insulation, and HVAC equipment.
  • Review common pitfalls such as thermal bridging, infiltration overestimation, and ignoring latent loads.
  • Ensure familiarity with HRAI weather data and how to apply it to design conditions.
  • For the exam, focus on accuracy in calculations and understanding the rationale behind each step.
  • Verify any specific exam rules (pass mark, format) with HRAI directly, as practice baselines may differ.

Official Sources and Further Reading

Use these sources as the final authority for format, eligibility, rules, regulatory limits, and exam updates. Study notes are a preparation layer, not a replacement for official candidate guidance.

FAQ

Frequently Asked Questions

Answers candidates often look for when comparing exam difficulty, study time, and practice-tool value for HRAI Residential Heat Loss/Heat Gain Calculations (HRAI HRA).

What is the best way to use these study notes?
Review each subject systematically, focusing on keyNotes and mustKnow items. Then test your understanding by completing the reviewTasks. Use the highYieldDistinctions and commonPitfalls to avoid mistakes. Finally, consult the official sources for deeper dives.
Do I need to memorize all the default values from CSA F280-12?
You should be familiar with typical values (e.g., R-values, ACH, internal gains) but the exam may provide tables or allow reference to standards. Focus on understanding how to apply them.
Are these notes sufficient to pass the HRAI HRA exam?
These notes cover the core subjects and key concepts, but you should also practice full load calculations and review the official HRAI training materials. The exam may include scenario-based questions requiring application of multiple concepts.
What official sources should I consult for more detail?
Refer to CSA F280-12 (available from CSA Group), HRAI training manuals, ASHRAE Handbook (Fundamentals), and the National Building Code of Canada. Links are provided in the sources section.
How do I handle design conditions for a location not listed in standard tables?
Use the nearest available weather station data or interpolate. HRAI provides weather data for many Canadian locations. If unavailable, consult Environment Canada or use professional judgment.
What is the pass mark for the actual HRAI exam?
The practice baseline is 70%, but the official pass mark may vary. Verify with HRAI directly. Do not rely solely on practice exam scores.
Can I use software for load calculations on the exam?
The exam likely tests manual calculation knowledge. You may be required to perform calculations by hand or interpret software outputs. Check with HRAI for exam format details.
What does the HRAI-HRA exam cover?
The HRAI Residential Heat Loss/Heat Gain Calculations (HRAI HRA) exam is best approached through the official blueprint plus the practical domains listed in this guide. Start with CSA F280-12 Standards and Design Conditions, Building Envelope Thermal Resistance and U-Factors, Fenestration and Solar Heat Gain Analysis, then confirm the latest candidate handbook before booking.

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