Refund Policy

1. How Authorization Holds Work

When you complete checkout on torvess.com, our payment processor (Stripe, Inc.) places an authorization hold on your payment method for the total booking amount. This is a temporary reservation of funds—not a charge. No money leaves your account at this stage.

The hold works as follows:

• Checkout submitted

  Authorization hold placed. Your available balance or credit limit is reduced by the booking total. No funds are transferred.

• Supplier confirms (within 30 min)

  The hold is captured (converted into an actual charge). You receive a booking confirmation email with your confirmation number. Only at this moment is money collected.

• Supplier does not confirm within 30 minutes

  The authorization hold is automatically released and no charge is made. We notify you by email. Your bank determines how quickly released funds become available (typically immediate to a few business days).

If a booking is confirmed but then later cancelled at your request (and the fare rules permit a refund), the refund process described in Section 4 applies. If a booking fails due to a technical error after capture, we process a full refund promptly.

2. Supplier Fare Rules & Refundability

Whether your booking is refundable—and under what conditions—is governed entirely by the fare rules and cancellation policy set by the Supplier (airline, hotel, or car rental company). TORVESS does not set, waive, or override Supplier fare rules.

The applicable fare rules and cancellation policy for your booking are displayed at the booking review screen before you confirm your purchase, and are also included in your confirmation email. Please read them carefully.

Common refundability categories include:

• Fully refundable: Cancellation permitted up to a stated deadline with a full refund of the base fare or room rate, less any applicable service fees.
• Partially refundable: A cancellation fee or penalty applies; the remaining balance is refunded after the fee is deducted.
• Non-refundable: No refund is available after confirmation, regardless of the reason for cancellation. See Section 5.
• Non-changeable: The booking cannot be modified, even if the traveler is willing to pay a change fee.

Even within "refundable" bookings, taxes and third-party fees are sometimes non-refundable under Supplier policy. Confirm the precise refund amount before cancelling.

3. How to Cancel or Modify a Booking

If your fare rules permit cancellation or modification, you may initiate a request through either of the following channels:

Self-Service: Manage Booking

Log in to your account at torvess.com and navigate to Manage Booking. From there you can view your current bookings, check the applicable fare rules, and initiate a cancellation or change request. Where a Supplier supports direct self-service changes, you will be guided through the process.

Contact Our Support Team

Our team is available 24 hours a day, 7 days a week:

• Live Chat: Available at torvess.com
• Telegram: Via the channel linked at torvess.com
• Phone: support@torvess.com
• Email: support@torvess.com

When contacting support for a cancellation or change, please have your booking confirmation number and traveler names ready. We will confirm the applicable fare rules and any fees before processing any change.

Timing

Cancellation and change deadlines are set by Suppliers and are strictly enforced. A cancellation processed after the Supplier's stated deadline may result in a penalty, a reduced refund, or no refund at all. We strongly advise acting as early as possible if you need to change or cancel.

4. Refund Timelines

When a refund is approved—either because the fare rules permit it or because the Supplier initiates a cancellation—the refund process follows these steps:

1. The Supplier approves and processes the refund on their end (this timeframe is set by the Supplier and is outside our control; airlines, for example, may take up to 7–20 business days).
2. Once we receive confirmation of the Supplier's refund, we initiate the credit back to your original payment method within 5–10 business days.
3. Your bank or card issuer then processes the credit to your account; this may take an additional 3–7 business days depending on your financial institution.

Total elapsed time from cancellation to credit appearing on your statement can therefore range from approximately 7 to 30+ business days, depending on the Supplier and your bank. We will send you email updates at each stage of the refund process.

Refunds are issued to the original payment method used for the booking. We cannot redirect refunds to a different card or bank account. If your original payment method is no longer active, please contact us as soon as possible at support@torvess.com so we can explore alternative options.

5. Non-Refundable Fares

For non-refundable bookings, we recommend:

• Purchasing travel insurance that includes trip cancellation and interruption cover. Insurance must generally be purchased at or near the time of booking to cover pre-existing conditions or other exclusions.
• Checking airline policies on flight credits or vouchers: some airlines will issue a travel credit for the unused value of a non-refundable ticket, less a change fee, even if a cash refund is not available.
• Contacting us if your circumstances involve an airline-initiated cancellation or a significant schedule change. In those cases, the Supplier may be obligated to offer a full refund or rebooking even under a non-refundable fare; see Section 6.

TORVESS's service fee is non-refundable on non-refundable bookings, and may be non-refundable even on refundable bookings; see Section 9.

6. Airline-Initiated Schedule Changes & Cancellations

When an airline cancels a flight or makes a significant schedule change (the exact threshold varies by airline, but is often defined as 90 minutes or more, or a change in routing), you generally have the right to one of the following options under the airline's conditions of carriage and, in some cases, applicable passenger rights regulations:

• Rebooking at no charge on the next available flight operated by the same airline to your destination;
• A full refund of the unused ticket value, including non-refundable fare components.

The specific entitlements depend on the airline, the origin/destination country, and applicable law (for example, U.S. Department of Transportation rules, EU Regulation 261/2004 for flights departing EU airports, or equivalent consumer protection legislation).

If your flight is cancelled or significantly changed by the airline, please contact our support team as soon as possible. We will contact the airline on your behalf and present your available options. Processing airline-initiated refunds may take longer than standard refunds because the airline's refund processing time applies before we can initiate your credit (see Section 4).

Minor schedule changes (typically under 60–90 minutes) may not entitle you to a free rebooking or refund under the fare rules. We will inform you of the applicable options for any schedule change that affects your booking.

7. Hotel Cancellations

Hotel cancellation policies vary widely by property, rate type, and booking dates. The key terms for your specific booking are shown at checkout and in your confirmation email. Common hotel rate types include:

• Free cancellation rates: You may cancel without penalty up to the stated free-cancellation deadline (e.g., 48 hours or 7 days before check-in). Cancellations after this deadline are subject to the penalty stated in the rate—typically the cost of one night or the full booking value.
• Advance purchase / non-refundable rates: Full payment is collected at confirmation and is non-refundable under any circumstances. These rates are typically offered at a discount in exchange for the non-refundable condition.
• Partially refundable: A portion of the booking may be refunded if cancelled before a specified date; the remaining portion is non-refundable.

Free-cancellation deadlines are expressed in the local time of the property. Please check your confirmation email carefully to ensure you are aware of the correct deadline and time zone.

To cancel a hotel booking, use the Manage Booking tool or contact our support team (see Section 3). Ensure you receive written confirmation of the cancellation and retain your cancellation reference number.

8. Car Rental Cancellations

Car rental cancellation policies are set by the car rental company and vary by booking type, rental location, and pick-up time. As a general guide:

• Pay-at-counter bookings: Many car rental bookings that are paid at the counter (rather than prepaid online) can be cancelled without penalty up to a stated deadline, typically a few hours before the scheduled pick-up time.
• Prepaid rates: Prepaid car rentals are often non-refundable or subject to a cancellation fee if cancelled after a stated window (for example, more than 48 hours before pick-up may be refundable; within 48 hours may not be).
• No-show: Failing to collect a vehicle without cancelling in advance typically results in forfeiture of the full prepaid amount.

The exact cancellation terms for your booking are stated in your confirmation email. To cancel, use the Manage Booking tool or contact our support team. We recommend cancelling as early as possible to preserve any refund entitlement.

9. Our Service Fee

TORVESS may charge a service fee for processing your booking. Any applicable service fee is shown as a separate line item at checkout before you confirm your purchase.

Our service fee policy:

• The service fee is non-refundable when a booking is cancelled by you, regardless of whether the underlying Travel Service is refundable.
• The service fee is refunded if: (a) the booking was never confirmed by the Supplier and the authorization hold was released; (b) a booking fails due to a technical error on our part after capture; or (c) the Supplier cancels the booking and we determine that a full refund (including fees) is warranted in the specific circumstances.
• No service fee is charged for bookings that are not confirmed (i.e., where the authorization hold is released; see Section 1).

If you believe a service fee has been charged in error, please contact us at support@torvess.com with your confirmation number.

10. Chargebacks & Card Disputes

A chargeback (also called a "dispute" or "payment dispute") is a reversal of a transaction initiated by your bank or card issuer. While chargebacks are a legitimate consumer protection mechanism, filing one prematurely or incorrectly can delay your resolution, result in the cancellation of your booking by the Supplier, and may affect your ability to make future bookings through TORVESS.

If you have a concern about a charge on your statement:

1. Review your confirmation email and booking details to confirm the charge is correctly associated with a booking you made.
2. Contact our support team at support@torvess.com or support@torvess.com with your confirmation number and a description of your concern.
3. We will investigate promptly and, if a refund is warranted, process it directly—typically faster than a chargeback resolution.

If you have already initiated a chargeback with your bank, please also notify us so we can coordinate on your behalf and provide the bank with any necessary documentation. Unresolved chargebacks that are found to be invalid may result in the recovery of the disputed amount and the suspension of your account.

11. How to Raise a Formal Dispute

If you are not satisfied with the outcome of a refund or cancellation request, you may escalate the matter to our Resolutions Team.

How to Escalate

1. Send an email to support@torvess.com with "Formal Dispute" in the subject line.
2. Include your full name, account email address, booking confirmation number, a clear description of the issue and the outcome you are seeking, and copies of any relevant correspondence.
3. We will acknowledge your dispute within 48 hours of receipt (excluding weekends and public holidays).
4. A dedicated member of our Resolutions Team will review your case and provide a substantive response within 10 business days. If additional time is needed for complex cases involving third-party Suppliers, we will notify you of the expected timeline.

Escalation Options

If you are not satisfied with our resolution, you may:

• Contact your state's consumer protection agency or attorney general's office;
• Seek resolution through the arbitration process described in our Terms of Service, Section 18;
• File a complaint with the relevant Seller of Travel authority in your state (see Seller of Travel Disclosures); or
• If applicable, submit a claim to the California Travel Consumer Restitution Fund (California residents only; see terms of eligibility at tcrcinfo.org).

Contact Information

• Email: support@torvess.com
• Phone: support@torvess.com (24/7)
• Mail: TORVESS, Business address — published before bookings open