1. Scope of this policy
This policy describes refunds and cancellations for two distinct categories of charges through the Voyaje for Business platform:
- Subscription fees: the per-seat fees the Customer pays to use the platform.
- Travel bookings: charges for flights, hotels, ground transportation, and other travel services booked through the platform.
These categories are governed by different rules because Voyaje is the seller of the subscription, while travel bookings are sold by third-party suppliers and are governed primarily by the supplier's own terms.
2. Subscription cancellation
The Customer may cancel its Voyaje for Business subscription at any time through the admin console (Account > Billing > Cancel subscription) or by emailing business@voyaje.com.
On cancellation, the subscription remains active through the end of the current billing period. The Customer retains access to the Service until the end of that period; no fees are charged for the next period.
3. Subscription refunds
Monthly subscriptions. Fees for monthly subscriptions are non-refundable. On cancellation, no further charges occur, but the prepaid month is not refunded on a pro-rated basis.
Annual subscriptions. Annual subscriptions include a 30-day satisfaction guarantee. If the Customer cancels within 30 days of the original subscription start (or of an annual renewal), the Customer is eligible for a full refund of the annual fee.
After the 30-day window, annual subscriptions are non-refundable on a pro-rated basis. The Customer may cancel and retains access through the end of the current annual term, but the unused portion of the prepaid annual fee is not refunded.
Goodwill credits. Voyaje may, in its sole discretion, issue a goodwill credit to a Customer's account following a material service failure or other circumstance where a refund is not strictly required. Goodwill credits apply to future Voyaje invoices and are not redeemable for cash.
Enterprise subscriptions. Refund and cancellation terms for Enterprise customers are governed by the executed order form. The terms above apply only to standard Starter and Growth tier subscriptions.
4. Disputed charges and chargebacks
If the Customer disputes a charge, the Customer should contact us at business@voyaje.com before initiating a chargeback. We will respond within 5 business days with a resolution proposal.
Chargebacks initiated without first contacting Voyaje may result in suspension of the Customer's account pending resolution. Voyaje reserves the right to dispute invalid chargebacks and to charge the Customer for any associated fees the chargeback produced.
5. Travel bookings: who controls the refund
Bookings made through the platform (flights, hotels, ground transportation, and other travel services) are sold by the underlying supplier (airline, hotel, transportation provider). The refund and cancellation terms of those bookings are governed by the supplier's own policy, which is presented to the traveler at the time of booking.
Voyaje is the platform that facilitates the booking; Voyaje is not the supplier of the underlying travel service. For trip changes, cancellations, refunds, or disputes related to a booking, the supplier's terms apply.
That said, we will support the Customer and the traveler in coordinating with the supplier. Our support team can:
- Initiate cancellation or change requests with the supplier.
- Confirm the refund policy applicable to a specific booking before cancellation.
- Escalate within the supplier's organization on the Customer's behalf when standard channels fail.
- Document the timeline of the request for the Customer's records.
For booking-related refund requests, contact us at business@voyaje.com with the booking reference number.
6. Disruption and force majeure
In the case of travel disruption (a flight cancellation, a hotel overbooking, a weather event, a public health event, civil unrest), Voyaje will support the Customer and the traveler in rebooking, rerouting, or canceling as needed. The financial implications of the disruption (which party bears the cost of rebooking, who is eligible for what refund) are governed by:
- The supplier's policy for the affected booking.
- The Customer's travel insurance policy, if applicable.
- Voyaje's duty-of-care commitments for travelers in active danger, which are defined in the Customer's order form (for Enterprise) or in the standard duty-of-care framework on the platform (for Starter and Growth).
7. How to request a refund
To request a refund, email us with:
- The Customer's organization name and account email.
- For subscription refunds, the billing period in question.
- For booking refunds, the booking reference and the supplier's name.
- A brief description of the reason for the request.
Send subscription refund requests to business@voyaje.com. For booking-related requests, include the same address. We respond within 5 business days.
8. Refund processing timing
Approved subscription refunds are issued to the original payment method within 5 to 10 business days of approval, depending on the payment processor and the issuing bank.
Approved booking refunds follow the supplier's timing. For most flight bookings, refunds appear within 7 to 21 business days of supplier approval; for most hotel bookings, refunds appear within 5 to 10 business days. Voyaje cannot guarantee timing controlled by the supplier or the issuing bank.
9. Cancellation effects on account data
On cancellation, the Customer's data remains accessible for export for at least 30 days. After 30 days, Voyaje may delete or anonymize the data in accordance with the Privacy Policy. Audit-log entries and records required to comply with legal or tax obligations are retained for the periods described in the Privacy Policy regardless of account closure.
10. Changes to this policy
Voyaje may update this policy from time to time. The "Last updated" date at the top reflects the most recent change. Material changes affecting active subscriptions will be communicated at least 30 days before they take effect.
11. Contact
Questions about this policy go to business@voyaje.com. See the Contact page for additional support channels.