Refund Policy

At Heimer Travel Optimizer Ltd. ("we," "our," or "us"), we are committed to providing high-quality travel planning and optimization services. We understand that circumstances may arise that require cancellation or modification of your travel plans or subscriptions. This Refund Policy outlines the conditions under which refunds may be issued for our services.

1. Service Subscriptions

1.1 Subscription Plans

We offer various subscription plans for our travel optimization services. The specific refund terms for each plan are as follows:

1.2 Subscription Cancellation Process

To cancel a subscription and request a refund, please:

1. Log into your account on our website
2. Navigate to the "Subscription" or "Account Settings" section
3. Select "Cancel Subscription" and follow the prompts
4. For refund requests, contact our customer service team at [email protected]

1.3 Automatic Renewals

Our subscriptions automatically renew until canceled. If you do not cancel before the next billing cycle, you will be charged for the renewal. No refunds will be issued for automatic renewals that occur after failing to cancel a subscription.

2. One-Time Travel Planning Services

2.1 Custom Travel Itineraries

For custom travel planning services, our refund policy is as follows:

2.2 Expedited Services

Additional fees paid for expedited service are non-refundable once the service has begun processing.

3. Travel Booking Services

3.1 Third-Party Bookings

For accommodations, transportation, or activities that we book on your behalf through third-party providers:

• Refunds are subject to the cancellation policies of the third-party provider (hotel, airline, tour operator, etc.)
• Our service fee for making these bookings is non-refundable
• We will assist you in obtaining any refunds you are eligible for from third-party providers

3.2 Package Deals

For custom travel packages that include multiple services:

Please note that some components of package deals may have stricter cancellation policies imposed by third-party providers, which may affect the refundable amount.

4. Exceptions to the Refund Policy

4.1 Service Quality Issues

If you believe our services did not meet reasonable quality standards, please contact our customer service team within 14 days of service delivery. We will review your concerns and may offer:

• Service correction or improvement
• Partial or full refund
• Credit toward future services

4.2 Technical Issues

If technical issues prevent you from accessing or using our services after payment, please contact our support team. With verification of the issue, we will either:

• Fix the issue and extend your access period
• Provide a full refund if the issue cannot be resolved

4.3 Exceptional Circumstances

We may consider exceptions to our refund policy in cases of:

• Serious illness or injury preventing travel (medical documentation required)
• Death of the customer or immediate family member
• Natural disasters or other major events affecting the destination
• Official government travel advisories recommending against travel to your destination

4.4 Travel Insurance

We strongly recommend purchasing comprehensive travel insurance to protect your investment in case of unforeseen circumstances. Travel insurance may cover cancellations that our refund policy does not.

5. Refund Processing

5.1 Refund Method

Refunds will be processed using the same payment method used for the original purchase. If this is not possible, we will work with you to find an alternative refund method.

5.2 Processing Time

Approved refunds will be processed within 5-10 business days. However, it may take an additional 5-10 business days for the refund to appear in your account, depending on your payment provider or bank.

5.3 Refund Confirmation

You will receive an email confirmation when your refund has been processed from our end.

6. Non-Refundable Items

The following items are non-refundable under any circumstances:

• Administrative fees as specified in this policy
• Service fees for bookings already made with third parties
• Digital products or travel guides that have already been downloaded
• Services that have been fully delivered and accepted

7. Dispute Resolution

If you disagree with a refund decision, please contact our customer service team to escalate your concern. If we cannot resolve the dispute directly, you may have recourse through:

• The payment processor used for your transaction
• Consumer protection agencies
• Dispute resolution methods outlined in our Terms and Conditions

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes to the Refund Policy constitutes acceptance of the updated policy.

9. Promotional Credits and Discounts

Promotional credits, discounts, or vouchers are not refundable for cash and can only be used toward eligible services within their validity period. If a refund is issued for a purchase made with promotional credits, only the actual amount paid will be refunded.