Refund Policy
At Terra Nova Journey, our primary service is to help you obtain refunds and compensation from third-party travel providers. This policy outlines the conditions under which you may be eligible for a refund of our service fees. Please note that this policy pertains to the fees you pay to us for our services, not the refunds or compensation you are seeking from airlines, hotels, or other travel providers.
Refunds of Service Fees
We operate on a "success-based" fee model for many of our services, particularly for compensation and refund claims. This means that we only charge a fee if we are successful in obtaining a refund or compensation for you from the third-party provider. This model ensures that our interests are aligned with yours, and we are motivated to achieve a positive outcome.
For services with an upfront fee, such as a consultation or a detailed case analysis, our refund policy is as follows:
- **If you cancel your request before we have initiated work:** You are eligible for a full refund of any fees paid. "Initiated work" is defined as any action taken by our team on your behalf, including, but not limited to, the assignment of a case manager, initial research, or sending an official communication to the third-party provider.
- **If we are unable to proceed with your case:** In the rare event that we determine your case is not viable after our initial analysis (e.g., due to insufficient documentation or a lack of legal grounds), we will inform you and provide a partial refund of any upfront fees, minus a nominal administrative fee for the time spent on the initial review.
No Refund Policy for Unsuccessful Outcomes (Success-Based Fees)
For our success-based fee services, which form the core of our business, our policy is that we do not charge a fee if we are unsuccessful in obtaining a refund or compensation for you. Therefore, there is no refund to be issued in this case, as you will not have paid us anything. We bear the risk of an unsuccessful outcome, and you are only charged when we deliver a positive result for you. Our fee is a percentage of the total amount of compensation or refund we secure.
Procedure for Requesting a Refund of Service Fees
To request a refund for a service with an upfront fee, you must submit your request in writing to our customer support team at info@terranovajourney.live. Please include your full name, contact information, the date of service, and a detailed explanation of your reason for the refund request. We will review your request and respond within 10-15 business days. All refunds will be processed using the original payment method.
Disclaimer Regarding Third-Party Refunds
It is important to understand that Terra Nova Journey does not guarantee a successful refund or compensation from a third-party provider (e.g., an airline or hotel). While we use our expertise and best efforts to advocate on your behalf, the final decision rests with the third-party provider. This refund policy specifically applies to our service fees and does not guarantee that you will receive a refund from a third-party. Our role is to maximize your chances of a successful claim by handling the process professionally and efficiently.
We believe in providing value for our services. Our refund policy is designed to be fair and transparent, reflecting our commitment to your satisfaction and our confidence in our ability to deliver results. If you have any questions about our refund policy, please do not hesitate to contact us before you engage our services.