Refund & Cancellation Policy

1. The free 24-hour explore window

When you finish the survey, your real plan is generated and the full app opens to you free for 24 hours — every tab, your own data. No payment card is requested and none is held. Because we never have a card during that window, nothing can be charged when it ends. If you walk away, you are never charged anything and there is nothing to cancel.

2. What you pay, and when

To keep access after the explore window you choose one of two subscriptions, shown with tax included before you enter any payment details:

• Monthly — US$28/month, charged when you subscribe and automatically every month afterwards until you cancel. Covered by a 14-day money-back guarantee (Section 3).
• Annual — US$268/year (regular price US$336), charged when you subscribe and automatically on the same date every year afterwards until you cancel. Covered by a 30-day money-back guarantee (Section 3).

We email a reminder before each renewal, monthly or annual. If you subscribed before 9 August 2026, you may still be on our earlier US$157.60/year plan — that plan is retired for new subscribers, but your existing subscription and its terms continue unchanged until you cancel or switch.

Payments are taken by Dodo Payments, our Merchant of Record. Your card details never reach TOVELU.

3. The money-back guarantee

If you have been charged and TOVELU is not right for you, you can have your money back in full, with no questions asked, within the guarantee window of your plan — 14 days of your first charge on the monthly plan, 30 days on the annual plan. You do not have to justify it, complete the program, or prove you tried. Changing your mind is reason enough.

The guarantee covers your first payment. A later renewal charge is not separately covered by it — if you do not want to continue, cancel before your renewal date (Section 9) and you are not charged again. Section 7 explains what happens if a renewal catches you by surprise anyway.

4. How to request a refund

Email refund@tovelu.store from the address on your account and say you would like a refund. That is the whole process. There is no form, no phone call, and no retention script.

Refund requests go to their own inbox precisely because the guarantee is a clock and must never sit behind general support volume. We acknowledge within 48 hours and process approved refunds within 5 business days.

5. Statutory withdrawal rights (EU, UK and others)

Our guarantee is offered in addition to, and never in place of, the rights your own law gives you.

• EU/EEA and UK consumers have a statutory right to withdraw from a distance contract within 14 days, without giving a reason. You may exercise it by any clear statement — an email to refund@tovelu.store is enough. We do not ask you to waive this right in order to get immediate access, and we do not deduct a charge for the days you used. On the annual plan our 30-day guarantee is longer and simpler, so most people use that instead; on the monthly plan our guarantee runs the same 14 days as this statutory right.
• Australian consumers keep their rights under the Australian Consumer Law, including remedies where a service is not fit for purpose or not as described.
• Indian consumers keep their rights under the Consumer Protection Act, 2019 and may raise a grievance with our Grievance Officer at ask@tovelu.store, acknowledged within 48 hours and resolved within 30 days.
• If your local law gives you a longer or stronger right than anything on this page, that right wins.

6. Automatic refunds on safety grounds

If our onboarding survey indicates you are pregnant or breastfeeding, we stop immediately and your account is automatically flagged for a full refund, regardless of the 30-day window. The same applies to any other case where our safety screening declines to give you a plan after you have paid, or where we later decide on safety grounds that we should not serve you. You never pay for a plan we would not give you.

7. Renewals

We send a reminder email before each renewal, monthly or annual. If a renewal still charges you unexpectedly — you meant to cancel, you did not see the reminder, you have not opened the app in months — email refund@tovelu.store within 30 days of that charge and we will refund it and cancel the subscription. We would rather return a renewal fee than keep money from someone who did not mean to spend it. This is our practice as a matter of policy, not merely our discretion, and it applies to a surprise monthly renewal exactly as it does to an annual one.

8. After the guarantee window

Requests made after your plan's guarantee window (14 days on monthly, 30 days on annual) are considered case by case, and we are reasonable about it — illness, hardship, a technical failure that stopped you using what you paid for, or an account you clearly never used. Write to refund@tovelu.store and tell us what happened.

9. Cancelling without a refund

Cancelling and refunding are different things. Cancel any time from Profile → Subscription in the app, or by emailing customer@tovelu.store. There is no fee and no phone call. Cancelling stops the next renewal; you keep full access until the end of the term you have already paid for, and nothing is taken after that. If in-app cancellation ever fails, email customer@tovelu.store — we will cancel manually and refund any charge that slipped through because of the failure.

10. Chargebacks

If something is wrong, please write to us before contacting your bank — refund@tovelu.store is faster than a chargeback, and we do not argue about the guarantee. A chargeback filed without contacting us first may result in the account being closed while the dispute is investigated. We reserve the right to contest chargebacks that are fraudulent or that duplicate a refund already issued, and to decline future service to accounts that abuse the process. None of this limits your genuine rights against your card issuer.

11. How long refunds take

Refunds are returned to the original payment method through Dodo Payments. We process approved refunds within 5 business days; your bank then typically takes a further 3–10 business days to show it. We refund the full amount you paid, including the tax included in the price — we do not deduct payment-processing fees from your refund.

12. Questions

• Refunds: refund@tovelu.store
• Cancellation, billing and account: customer@tovelu.store
• Anything else: ask@tovelu.store