Refund Policy
Tellvara — tellvara.com
Last updated: 31 May 2026
Tellvara sells planning credit packs for AI-generated travel plans. Payments are handled by Paddle, our payment processor and Merchant of Record. This page explains when purchases are refundable, how to request help, and what information we need to review a request. No legal maze. Just the facts.
Short version
Credit pack purchases are non-refundable except where required by applicable law. Credits do not expire, and each purchase requires your active confirmation on Paddle's hosted checkout page.
If something went wrong with a payment or with credit delivery, contact us. We will review the issue fairly and either fix the problem, restore missing credits, or arrange a refund where appropriate.
Who processes payments
Tellvara uses Paddle as its payment processor and Merchant of Record. Paddle may appear on your bank or card statement. Paddle collects and processes payment details directly; Tellvara does not see or store your card details.
Paddle's buyer terms and refund handling may also apply to your purchase. You can find Paddle's buyer terms at paddle.com/legal/checkout-buyer-terms.
What is normally not refundable
Unless applicable law gives you a refund right, we do not normally refund:
- credits that have already been used to generate a plan;
- a change of mind after purchase;
- unused credits, because credits do not expire;
- dissatisfaction with AI-generated suggestions where the service was delivered and the plan can still be edited within Tellvara;
- costs paid to third-party booking sites, airlines, hotels, activity providers, or other travel suppliers.
Tellvara plans are generated by AI and are a starting point for travel research. They are not booking confirmations, professional travel advice, or guarantees that prices, availability, opening hours, visas, entry rules, safety conditions, or transport details are correct.
When we may refund or fix an issue
We will review refund requests case by case. A refund or account fix may be appropriate if:
- you were charged twice for the same purchase;
- your payment succeeded but the credits were not added to your account;
- the checkout, receipt, or account record shows a duplicate charge, wrong amount, or missing credit delivery that we cannot correct by restoring credits;
- a refund is required under applicable consumer protection law.
Where possible, we may resolve an issue by adding or restoring credits instead of refunding the payment. If a refund is approved, it is usually sent back to the original payment method through Paddle.
Third-party travel bookings
Tellvara may link to third-party booking sites for hotels, flights, activities, or other travel services. Those bookings are made directly with the relevant third party, not with Tellvara. Their own refund, cancellation, and change policies apply.
If you need a refund for a hotel, flight, activity, insurance product, or other external booking, contact the booking provider or supplier directly. Tellvara cannot refund money paid to third-party travel suppliers.
How to request help or a refund review
Email us at hello@tellvara.com with the subject line "Refund request". Please include:
- the email address on your Tellvara account;
- the Paddle receipt, invoice number, or transaction ID if you have it;
- the date and approximate amount of the purchase;
- a short explanation of what happened.
We aim to respond within 5 business days. Complex cases, payment processor checks, or bank/card network delays may take longer.
Chargebacks and payment disputes
If something looks wrong, please contact us first so we can investigate. Opening a card dispute or chargeback may limit what we can do directly while Paddle and the payment networks review the case.
Your legal rights
Nothing in this policy limits any mandatory refund, cancellation, or consumer protection rights that apply to you under local law. If there is a conflict between this policy and mandatory law, mandatory law controls.
This policy is intended to be clear and practical. It is not legal advice.