Return Policy

Our refund and cancellation policies for travel planning services.

Last Updated:

This Return Policy outlines the terms and conditions for refunds and cancellations of services provided by Thryxellphomvexn (ABN 53 665 958 627). We are committed to providing high-quality travel planning consultancy services and ensuring customer satisfaction in compliance with the Australian Consumer Law (ACL).

1. Australian Consumer Law Rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Under the ACL, you are entitled to certain consumer guarantees, including:

Services will be provided with due care and skill
Services will be fit for any purpose specified by you
Services will be provided within a reasonable time

If we fail to meet a consumer guarantee, you may be entitled to a remedy such as a refund, service completed again, or compensation for any reduction in value. The type of remedy depends on whether the failure is major or minor.

1.1 Major Failures

A failure is major if:

The service would not have been acquired by a reasonable consumer fully aware of the problem
The service is substantially unfit for its common purpose and cannot easily be remedied
The service does not meet a specific purpose you told us about and cannot easily be remedied
The service creates an unsafe situation

For major failures, you can choose between a refund or having the service provided again.

1.2 Minor Failures

For minor failures that can be remedied, we will provide the remedy within a reasonable time. If we fail to do so, you may be entitled to reject the service and obtain a refund, or have the service provided by another party and recover reasonable costs.

2. Our Refund Policy

2.1 Cancellation Before Service Commencement

If you cancel your order before we commence work on your travel planning service:

Within 48 hours of ordering: Full refund will be provided
Within 7 days of ordering (before initial consultation): Full refund minus a $50 administration fee
After initial consultation but before research begins: 50% refund of service fee

2.2 Cancellation After Service Commencement

Once we have commenced research and planning work on your project:

Refunds will be calculated based on the percentage of work completed
We will provide you with a summary of work completed and remaining balance
Any deliverables already prepared will be provided to you

2.3 Service Quality Issues

If you are not satisfied with the quality of our service:

Contact us within 14 days of receiving your deliverables
Provide specific details about your concerns
We will review your feedback and offer appropriate remedies

Remedies may include revision of the work, additional consultation, partial refund, or full refund depending on the nature and severity of the issue.

3. How to Request a Refund

To request a refund or raise a concern about our services:

Step 1: Contact Us

Contact our customer service team via phone at +61 8 9214 3300 or email at online@thryxellphomvexn.world. Please provide:

Your name and contact details
Order reference or invoice number
Date of purchase
Reason for refund request
Supporting documentation if applicable

Step 2: Assessment

We will assess your request within 5 business days. We may contact you for additional information or clarification.

Step 3: Resolution

Once assessed, we will inform you of our decision and the remedy offered. Approved refunds will be processed within 10 business days.

4. Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

Credit/Debit Card: Refund to the original card. Processing time depends on your bank (typically 5-10 business days).
PayPal: Refund to your PayPal account. Processing time typically 3-5 business days.
Bank Transfer: If original payment method is unavailable, refund via bank transfer with your consent.

5. Exclusions

Refunds may not be available or may be reduced in the following circumstances:

Where services have been fully delivered as described
Where you have changed your mind about your travel plans (though we will work with you to modify your itinerary where possible)
Where delays are caused by your failure to provide requested information
Where circumstances outside our control affect your travel plans (such as travel restrictions, natural disasters, or third-party service provider issues)

However, these exclusions do not affect your rights under the Australian Consumer Law for service failures.

6. Service Modifications

If your travel plans change, we offer the following options:

6.1 Destination Changes

If you wish to change your destination before work begins, we can transfer your payment to a new project. A small administration fee may apply depending on the extent of changes required.

6.2 Date Changes

We can modify travel dates within your existing itinerary at no additional cost if the change is requested before final delivery.

6.3 Upgrades and Add-ons

You may upgrade your service package at any time by paying the difference between packages. Additional services can be added based on current pricing.

7. Third-Party Services

Please note that:

We provide travel planning and research services only
Bookings made with third-party providers (airlines, hotels, tour operators) are subject to their own terms and conditions
We are not responsible for refunds from third-party providers
We recommend reviewing cancellation policies before making any bookings based on our recommendations

8. Complaints and Disputes

8.1 Internal Resolution

We aim to resolve all complaints internally and promptly. If you are not satisfied with the initial response, you may request escalation to a senior manager.

8.2 External Resolution

If we cannot resolve your complaint to your satisfaction, you may seek external assistance through:

Consumer Protection Western Australia
Australian Competition and Consumer Commission (ACCC)
Small Claims Tribunal (for disputes under relevant thresholds)

9. Documentation

We recommend keeping records of:

Your order confirmation and receipt
Communications with our team
Delivered materials and documents
Any feedback or complaints raised

10. Changes to This Policy

We may update this Return Policy from time to time. Changes will be posted on this page with an updated Last Updated date. The policy in effect at the time of your purchase will apply to your transaction.

11. Contact Information

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

Thryxellphomvexn
Level 15, 125 St Georges Terrace
Perth WA 6000
Phone: +61 8 9214 3300
Email: online@thryxellphomvexn.world
ABN: 53 665 958 627

Our customer service team is available Monday to Friday, 9:00 AM to 5:30 PM AWST.