Refund Policy
Last Updated: December 2025
1. Introduction
This Refund Policy outlines the terms and conditions for refunds, cancellations, and returns for services provided by Zavero ("we," "our," or "us"). By purchasing our language learning or travel planning services, you agree to this Refund Policy.
We strive to provide exceptional service and customer satisfaction. If you are not satisfied with our services, please review this policy to understand your options.
2. General Refund Principles
All refund requests must be submitted in writing to our customer service team. Verbal requests will not be processed. Refunds, when approved, will be issued to the original payment method within 7-14 business days.
Our refund policy is designed to be fair to both our customers and our business, taking into account the nature of our services and the costs involved in service delivery.
3. Language Programs Refund Policy
| Time Frame | Refund Amount | Conditions |
|---|---|---|
| Within 24 hours of purchase | 100% refund | Before any course materials are accessed |
| 1-7 days after purchase | 70% refund | If less than 25% of course content accessed |
| 8-14 days after purchase | 50% refund | If less than 50% of course content accessed |
| 15-30 days after purchase | 25% refund | If less than 75% of course content accessed |
| After 30 days | No refund | Exceptional circumstances considered case-by-case |
- Tutoring sessions must be cancelled at least 24 hours in advance for rescheduling
- Missed tutoring sessions without 24-hour notice are non-refundable
- Monthly subscription plans can be cancelled anytime, but current month is non-refundable
- Annual plans have a 30-day money-back guarantee
4. Travel Concierge Refund Policy
| Service Stage | Refund Amount | Conditions |
|---|---|---|
| Before itinerary planning begins | 90% refund | 10% retained as planning initiation fee |
| During itinerary planning | 50-70% refund | Based on work completed, minus non-refundable deposits paid to partners |
| After booking confirmations | Case-by-case basis | Subject to third-party provider policies and cancellation fees |
| After trip commencement | No refund | Except for force majeure events |
- Travel services involve third-party providers (hotels, airlines, tour operators)
- Their cancellation policies and fees apply in addition to our fees
- We cannot guarantee refunds for third-party services
- Travel insurance is highly recommended for all bookings
5. Non-Refundable Items and Services
The following are generally non-refundable:
- Customized travel itinerary planning fees (once work has begun)
- Visa application processing fees (once submitted to authorities)
- Non-refundable deposits paid to third-party providers
- Digital products and resources that have been downloaded or accessed
- Services that have been fully rendered or completed
- Gift cards and promotional credits
6. Special Circumstances
Force Majeure
In cases of force majeure (natural disasters, political unrest, pandemics, etc.), we will work with our partners to secure the best possible outcome. Refunds will be subject to third-party provider policies.
Medical Emergencies
With proper documentation (doctor's note, hospital records), we may offer credit for future services or partial refunds on a case-by-case basis.
Service Quality Issues
If you are dissatisfied with the quality of service, please contact us immediately. We will work to resolve the issue. If we cannot resolve it to your satisfaction, we may offer a partial or full refund at our discretion.
7. Refund Request Process
- Submit Written Request: Email your refund request to contact@zaverotravel.com with "Refund Request" in the subject line
- Include Details: Provide your order number, service details, and reason for refund request
- Review Period: We will review your request within 5 business days
- Additional Information: We may request additional information to process your request
- Decision Notification: You will receive an email with our decision
- Processing Time: Approved refunds are processed within 7-14 business days
8. Dispute Resolution
If you disagree with our refund decision, you may request a review by our management team. Please submit your appeal in writing within 14 days of our decision. We will conduct a thorough review and provide a final decision within 10 business days.
9. Policy Changes
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes constitutes acceptance of the revised policy.
10. Contact Information
For all refund-related inquiries and requests, please contact:
Zavero - Customer Service & Refunds
Englewood, CO 80112
United States
(Refund inquiries only)
(Include "Refund Request" in subject)
Hours: Monday-Friday, 9:00 AM - 5:00 PM MST
Response Time: We aim to respond to all refund inquiries within 2 business days