Refund Policy

Effective Date: January 1, 2025

At torviane.org, we strive to provide exceptional events and services. We understand that circumstances may require you to cancel your booking. This Refund Policy outlines the terms and conditions for cancellations and refunds.

1. General Refund Policy

Our refund policy is designed to be fair to both our customers and our business. Refund eligibility depends on when you cancel relative to the event date.

1.1 Standard Cancellation Timeframes

Cancellation Timing	Refund Amount	Processing
14 or more days before event	100% full refund	5-10 business days
7-13 days before event	50% refund	5-10 business days
Less than 7 days before event	No refund	N/A
No-show or same-day cancellation	No refund	N/A

        Important: Cancellation requests must be submitted in writing via email or through our website. The cancellation date is determined by when we receive your written request, not when you make the decision to cancel.
    

2. How to Request a Refund

To request a refund, please follow these steps:

Contact us as soon as possible via phone (+446125423396) or email
Provide your booking reference number
Provide your full name and contact information
Specify the event you wish to cancel
State the reason for cancellation (optional but helpful)

We will confirm receipt of your cancellation request within 24 hours and process eligible refunds according to our policy.

3. Refund Processing

3.1 Processing Time

Approved refunds will be processed within 5-10 business days from the date of approval. The refund will be credited to the original payment method used for the booking.

3.2 Payment Method

Refunds will be issued to the same payment method used for the original purchase:

Credit/Debit Card: 5-10 business days (may vary by card issuer)
PayPal: 3-5 business days
Bank Transfer: 7-10 business days

3.3 Confirmation

You will receive email confirmation once your refund has been processed. Please allow additional time for the refund to appear in your account depending on your financial institution.

4. Special Circumstances

4.1 Medical Emergencies

In case of medical emergencies preventing attendance, we may offer full refunds or transfer to future events regardless of cancellation timing. Medical documentation may be required.

4.2 Bereavement

In the event of a death in your immediate family, we will offer a full refund or transfer to a future event regardless of timing. We may request documentation.

4.3 Emergency Situations

For other documented emergencies (natural disasters, severe weather, transportation failures), we will evaluate requests on a case-by-case basis and may offer full or partial refunds.

5. Event Cancellations by torviane.org

5.1 Full Cancellation

If we cancel an event for any reason, you will receive:

Immediate notification via email and phone
Full 100% refund of all fees paid
Option to transfer to an alternative event
Priority booking for rescheduled events

5.2 Significant Changes

If we make significant changes to an event (date, time, location, or content), you will be entitled to:

Full refund if you choose not to attend the modified event
Option to accept the changes and maintain your booking
Transfer to a different event of equal or lesser value

5.3 Force Majeure

In cases of force majeure (pandemic, natural disaster, government restrictions, etc.), we will:

Attempt to reschedule the event
Offer full refunds if rescheduling is not possible
Provide credits for future events as an alternative

6. Transferring Your Booking

6.1 Transfer to Another Person

You may transfer your booking to another person up to 48 hours before the event at no charge, provided:

You notify us in writing with the new attendee's details
The new attendee meets all event requirements
The new attendee accepts our Terms & Conditions

6.2 Transfer to Another Event

Subject to availability, you may transfer your booking to a different event:

14+ days before: Free transfer to any event of equal or lesser value
7-13 days before: Transfer with £10 administrative fee
Less than 7 days: Transfer not available

If transferring to a more expensive event, you must pay the difference in price plus any applicable transfer fee.

7. Non-Refundable Items

The following are non-refundable under any circumstances:

Discounted or promotional bookings (unless event is cancelled by us)
Gift vouchers or gift certificates (see separate gift voucher policy)
Membership fees (annual memberships are non-refundable)
Administrative or booking fees
Third-party costs already incurred (special venue bookings, etc.)

8. Partial Refunds

8.1 Multi-Session Events

For events consisting of multiple sessions or a series:

Refunds calculated based on sessions not yet attended
Standard cancellation timeframes apply to remaining sessions
No refund for sessions already attended

8.2 Package Bookings

For package bookings including multiple events:

Each event within the package follows standard refund policy
Package discounts may be recalculated if partial cancellation occurs
Minimum package requirements may apply

9. Dissatisfaction or Complaints

9.1 Quality Concerns

If you are dissatisfied with an event you attended, please:

Contact us within 48 hours of the event
Provide specific details about your concerns
Allow us opportunity to address the issue

We will investigate and may offer:

Complimentary attendance at a future event
Partial refund based on the nature of the complaint
Other compensation as appropriate

9.2 Service Failures

If we fail to deliver services as described, you may be entitled to a full or partial refund. We will investigate all complaints and respond within 7 business days.

10. Weather-Related Cancellations

For outdoor or weather-dependent events:

We will make final weather-related decisions 24 hours before the event
Participants will be notified immediately of cancellations
Full refunds or rescheduling will be offered
If an event proceeds despite marginal weather, no refunds for weather concerns

11. No-Show Policy

If you fail to attend an event without prior cancellation:

No refund will be issued
No credit toward future events
Booking is forfeited in full

We understand emergencies happen. Contact us as soon as possible if you cannot attend, even after the event, and we will consider your circumstances.

12. Late Arrival Policy

If you arrive late to an event:

We will accommodate you if possible
No refund for missed portions of the event
Some events may not allow late entry due to their nature

13. Group Bookings

13.1 Group Cancellations

For group bookings (5+ people):

Standard cancellation policy applies to the entire booking
Partial cancellations follow individual refund policy per person
Group discounts may be recalculated if group size decreases

13.2 Minimum Group Size

If a minimum group size was required for special pricing and is not met, we reserve the right to:

Adjust pricing to reflect actual attendance
Cancel the booking with full refund
Offer alternative arrangements

14. Gift Vouchers and Credits

14.1 Gift Voucher Refunds

Gift vouchers are generally non-refundable. However:

Unused vouchers may be transferred to another person
Vouchers remain valid for 12 months from purchase date
Extensions may be granted in special circumstances

14.2 Event Credits

Event credits issued in lieu of refunds:

Valid for 12 months from issue date
Can be applied to any torviane.org event
Non-transferable and non-refundable

15. Refund Exceptions and Exclusions

Refunds will not be issued in the following cases:

Change of mind without valid reason within non-refundable period
Failure to read event description or requirements
Personal scheduling conflicts arising after booking
Dissatisfaction with other participants (unless safety concerns)
Minor deviations from event description that don't affect core value
Removal from event due to violation of our Terms & Conditions

16. Payment Disputes

If you dispute a charge with your credit card company or bank:

Please contact us first to resolve the issue directly
Chargebacks may result in account suspension
We will provide documentation to payment processors as needed
Fraudulent chargebacks may result in legal action

17. Amendments to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

Be posted on our website with an updated effective date
Not affect bookings made prior to the change
Be communicated to registered users via email for material changes

18. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable law, including:

UK Consumer Rights Act 2015
Consumer Contracts Regulations 2013
Your right to a refund if services are not as described
Your right to a refund if services are not provided with reasonable care and skill

19. Contact Us

For refund requests, questions, or concerns about this policy:

torviane.org
Studio 33 Fox Rest Jamestown
Jamestown, BT46 5NR
United Kingdom

Phone: +446125423396
Registration Number: 92687506

We aim to respond to all refund requests within 24-48 hours during business days.

20. Acknowledgment

By making a booking with torviane.org, you acknowledge that you have read, understood, and agree to this Refund Policy. Please ensure you understand the cancellation timeframes before making a booking.

Last Updated: January 1, 2025