Cancellation, Refund and No-Show Policy
Effective date: 3 July 2026 · Version 1.0
Public legal document
| Platform operator | Phai Tech LLC |
| Jurisdiction | New Jersey, USA |
| Registration number | 0451256721 |
| Registered office | 475 Wall St, Princeton, NJ 08540 USA |
| Website | https://phai.tech |
Contents
- Scope
- Booking-specific conditions
- Payment models
- Cancellation by the User
- Reservation Prepayment
- Changes to a Booking
- No-show, late arrival and early departure
- Cancellation or material change by the Provider
- Booking not confirmed
- Technical errors and duplicate payments
- Exceptional events
- Payments made directly to the Provider
- Refund method and timing
- Currency, bank and payment-provider charges
- How to submit a request
- Chargebacks and payment disputes
- Fraud and abuse
- Mandatory consumer rights
- Changes
- Contact
1. Scope
This Cancellation, Refund and No-Show Policy applies to Bookings made through Salventia and forms part of the Salventia Terms and Conditions.
It distinguishes between amounts paid directly to a Provider and a Reservation Prepayment paid to Phai Tech LLC. Mandatory consumer rights always prevail.
2. Booking-specific conditions
Each offer may be refundable, partially refundable or non-refundable. Before you confirm a Booking, the Platform will display the applicable cancellation deadline, cancellation charge, treatment of the Reservation Prepayment, no-show conditions and other material restrictions.
The booking-specific conditions shown at confirmation are saved with the Booking and apply together with this Policy. Where a booking-specific condition is more favourable to you, the more favourable condition applies. A Provider cannot replace a confirmed condition with a less favourable condition after the Booking is made without your agreement or a legal basis.
3. Payment models
3.1 Full payment directly to the Provider
The Provider or its payment processor receives the full payment and is responsible for any refund. Salventia may facilitate the request but does not hold or control those funds.
3.2 Reservation Prepayment to Phai Tech LLC
You pay a Reservation Prepayment to Phai Tech LLC and pay the remaining balance directly to the Provider. The Reservation Prepayment forms part of the Total Price and reduces the balance payable to the Provider. It is not an additional platform charge.
4. Cancellation by the User
To cancel, use the cancellation function shown in your Account or Booking Confirmation, or contact Customer Support. A cancellation is effective when it is recorded by the Platform or confirmed in writing by Salventia or the Provider.
4.1 Refundable Booking
If you cancel before the free-cancellation deadline, amounts paid to Phai Tech LLC for the Booking will be refunded in full. Amounts paid directly to the Provider are handled by the Provider under the same booking-specific conditions.
4.2 Partially refundable Booking
If the booking-specific conditions provide for a cancellation charge, Phai Tech LLC may retain or deduct only the amount shown before confirmation, subject to mandatory law. Any remaining refundable amount will be returned.
4.3 Non-refundable Booking
If an offer was clearly identified as non-refundable before confirmation, cancellation normally does not create a right to refund. This does not affect rights arising from Provider cancellation, a failure to confirm the Booking, a duplicate payment, an unauthorised charge, fraud, or mandatory law.
5. Reservation Prepayment
The refundability of the Reservation Prepayment follows the cancellation conditions of the selected offer. It is not automatically refundable merely because it represents part of the commercial amount retained by Phai Tech LLC under its separate agreement with the Provider.
The Reservation Prepayment will be refunded in full where:
- The Provider rejects or cannot confirm the Booking after the amount has been collected.
- The Provider cancels the confirmed Booking and you do not accept an offered alternative.
- Salventia or its payment processor collects the amount more than once for the same transaction.
- A technical error results in payment without creation or confirmation of the Booking.
- The Total Price or a material Booking condition is increased after payment without your agreement.
- Applicable law requires a full refund.
6. Changes to a Booking
A request to change dates, guests, accommodation, programme or other details is subject to Provider availability and approval. A change is not effective until confirmed in writing.
A change may alter the price and cancellation conditions. We will show or communicate any additional amount, refund or new condition before confirming the change. If the Provider cannot amend the Booking, cancellation conditions for the original Booking continue to apply.
7. No-show, late arrival and early departure
A “no-show” occurs when you do not arrive or use the Provider Service and have not cancelled in accordance with the Booking conditions. A no-show may result in loss of the Reservation Prepayment and any other charge permitted by the disclosed Provider Terms.
If you expect to arrive late, contact the Provider promptly. The Provider may treat an unreported late arrival as a no-show where this was clearly stated before confirmation.
Early departure or partial non-use of a Provider Service does not automatically create a refund right. Any refund depends on the Provider Terms, the reason for non-use and mandatory law.
8. Cancellation or material change by the Provider
If the Provider cancels a confirmed Booking or cannot provide a material part of the booked service, Salventia will notify you as soon as reasonably possible after receiving the information.
You may accept a reasonable alternative if one is offered. If you do not accept the alternative, or no suitable alternative is available, Phai Tech LLC will refund amounts it received for the affected Booking. The Provider remains responsible for amounts paid directly to it.
Unless mandatory law provides otherwise, Salventia is not responsible for additional travel, accommodation or consequential costs caused by a Provider cancellation, except to the extent caused by Salventia’s own breach, fraud, wilful misconduct or gross negligence.
9. Booking not confirmed
If a Booking Request remains pending or the Provider does not confirm it, no binding Booking exists. If Phai Tech LLC collected a Reservation Prepayment before final confirmation, the amount will be released or refunded in full.
10. Technical errors and duplicate payments
Report a duplicate, incorrect or unauthorised payment promptly. We will investigate transaction records and coordinate with the Provider or payment processor where necessary.
A verified duplicate amount or amount collected without a corresponding Booking will be refunded in full. An obvious pricing error is handled under the Salventia Terms and Conditions.
11. Exceptional events
Events outside the reasonable control of the parties may include natural disaster, epidemic restrictions, war, civil disturbance, government action, border closure, transport shutdown, major infrastructure failure or comparable events.
Refund and amendment rights in such circumstances depend on the Provider Terms, the continued availability of the Provider Service, mandatory law and any exceptional policy offered by the Provider. Salventia will assist communication but does not guarantee a refund where the Provider Service remains available and the disclosed conditions do not provide one.
12. Payments made directly to the Provider
Where you paid the Provider directly, the Provider is responsible for calculating, authorising and issuing the refund. Salventia may forward your request, provide Booking records and facilitate communication, but cannot refund money that it did not receive or control.
The Provider’s processing time and bank procedures may differ from the time required for a refund of a Reservation Prepayment held by Phai Tech LLC.
13. Refund method and timing
An approved refund by Phai Tech LLC will normally be initiated to the original payment method without undue delay and within 10 business days after approval, unless a different period is required by law or a payment processor requires additional verification.
After initiation, the bank, card scheme or payment provider may take additional time to post the amount. Salventia does not control that external processing period.
A refund to a different person or payment method may be refused for fraud-prevention and compliance reasons unless legally required or properly verified.
14. Currency, bank and payment-provider charges
Refunds are normally issued in the currency and amount originally received by Phai Tech LLC, less only a cancellation amount expressly permitted by the booking-specific conditions or mandatory law.
Exchange-rate movements, foreign-transaction fees and charges imposed by your bank or payment provider are outside Salventia’s control. Salventia does not add a separate refund-processing fee unless it was clearly disclosed before confirmation and is permitted by law.
15. How to submit a request
Submit a cancellation or refund request through the Booking interface or Customer Support at support@salventia.com. Include the Booking reference, name of the person who made the Booking, reason for the request and relevant evidence.
We may request additional information reasonably necessary to verify identity, prevent fraud or establish whether the booking-specific conditions have been met.
16. Chargebacks and payment disputes
Contact Customer Support before initiating a chargeback where reasonably possible, so that we can review and resolve the issue. This does not restrict a legal right to contact your bank or card issuer.
A chargeback does not create rights beyond the Booking conditions or applicable law. We may provide transaction and Booking evidence to the payment provider in response to a disputed charge.
17. Fraud and abuse
Salventia may suspend a refund while investigating credible evidence of fraud, identity misuse, manipulation, duplicate claims or abuse. A lawful refund will not be withheld longer than reasonably necessary for the investigation.
18. Mandatory consumer rights
This Policy does not exclude or reduce any cancellation, refund, remedy or complaint right that cannot legally be excluded under the law applicable to the User, the transaction or the place where the Provider Service is supplied.
19. Changes
We may update this Policy for future Bookings. The version displayed and accepted when a Booking was confirmed continues to govern that Booking unless mandatory law requires otherwise or a later version is more favourable to you.
20. Contact
The Salventia platform is operated by Phai Tech LLC, incorporated in New Jersey, USA, registration number 0451256721, with registered office at 475 Wall St, Princeton, NJ 08540 USA.
Customer support: support@salventia.com.
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