Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions for refunds on both Vayo Vault membership fees and travel bookings made through our platform. Please read this policy carefully before making any purchases.

This policy is divided into two sections: Membership Refunds and Travel Booking Refunds. Different terms apply to each.

2. Membership Refunds

2.1 Free Trial Cancellation

If you cancel your membership during the 14-day free trial period, you will not be charged. No refund is necessary as no payment has been collected.

To avoid being charged, you must cancel before 11:59 PM on the last day of your trial period.

2.2 Monthly Membership Cancellation

Monthly memberships can be cancelled at any time. However, membership fees are non-refundable.

• When you cancel, you will retain access until the end of your current billing period
• You will not be charged for the next billing cycle
• No refunds are provided for partial months or unused time

2.3 Annual Membership Cancellation

Annual memberships are non-refundable except in the following circumstances:

• Within 30 days of initial purchase, with no bookings made
• If Vayo Vault discontinues service entirely
• If required by law in your jurisdiction

Refunds for annual memberships will be prorated based on the unused portion of your membership, minus any savings you received compared to monthly pricing.

2.4 Exceptions and Special Circumstances

We may consider refund requests on a case-by-case basis for:

• Billing errors or duplicate charges
• Technical issues that prevented you from using the service
• Unauthorized charges (must be reported within 60 days)

To request an exception, contact our support team at support@vayovault.com with your account details and explanation.

3. Travel Booking Refunds

3.1 General Policy

Refund policies for travel bookings (hotels, resorts, cruises, car rentals) are determined by the individual travel suppliers and vary by booking.

Important: All cancellation and refund terms are clearly displayed before you complete your booking. You are responsible for reviewing and understanding these terms before confirming your reservation.

3.2 Refundable vs. Non-Refundable Bookings

Bookings are typically categorized as:

3.3 Cancellation Deadlines

Common cancellation windows include:

• Hotels/Resorts: Typically 24-72 hours before check-in
• Cruises: Usually 30-90 days before departure
• Car Rentals: Often 24-48 hours before pickup

Cancellations made after the deadline may result in penalties or loss of full payment, even for refundable bookings.

3.4 How to Request a Refund

To cancel a booking and request a refund:

1. Log in to your Vayo Vault account
2. Navigate to "My Bookings"
3. Select the booking you wish to cancel
4. Click "Cancel Booking" and follow the prompts
5. Review the refund amount and confirm cancellation

Alternatively, contact our support team at 1-800-VAYO-VAULT or support@vayovault.com for assistance with cancellations.

3.5 Refund Processing Time

Refunds are processed according to the following timeline:

• Vayo Vault processing: 2-3 business days
• Supplier confirmation: 3-5 business days
• Bank/card issuer: 5-10 business days

Total refund time typically ranges from 10-18 business days. Refunds are issued to the original payment method used for the booking.

4. Special Circumstances

4.1 Weather and Natural Disasters

In cases of severe weather or natural disasters, many suppliers offer flexible cancellation or rebooking options. We will work with you and our partners to find the best resolution.

4.2 Medical Emergencies

Some suppliers may waive cancellation fees for documented medical emergencies. Contact our support team immediately if you need to cancel due to a medical situation. Documentation (such as a doctor's note) may be required.

4.3 Travel Restrictions

If government-imposed travel restrictions prevent you from traveling, we will work with suppliers to arrange refunds or credits when possible. However, refund eligibility depends on the individual supplier's policy.

4.4 Supplier Cancellations

If a supplier cancels your booking (hotel closure, cruise cancellation, etc.), you are entitled to a full refund. We will process this refund immediately and help you find alternative accommodations if needed.

5. Travel Insurance

We strongly recommend purchasing travel insurance for added protection. Travel insurance can cover:

• Trip cancellation for any reason
• Medical emergencies during travel
• Lost luggage or delayed flights
• Emergency evacuations

Travel insurance is available during the booking process with select partners. Terms and coverage vary by provider.

6. Disputes and Chargebacks

If you have concerns about a charge or booking, please contact us directly before initiating a chargeback with your bank or credit card company. We are committed to resolving disputes fairly and quickly.

Chargebacks filed without first attempting to resolve the issue with us may result in:

• Suspension of your Vayo Vault account
• Cancellation of active bookings
• Inability to rejoin Vayo Vault in the future

7. 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 Vayo Vault after changes are posted constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

8. Contact Information

For questions about refunds, cancellations, or this policy, please contact us:

• Email: support@vayovault.com
• Phone: 1-800-VAYO-VAULT (available 24/7)
• Live Chat: Available through your account dashboard
• Mail: Vayo Vault Customer Service, 123 Travel Lane, Suite 100, San Francisco, CA 94102