Refund and Cancellation Policy

1. Purpose and Scope

This Refund and Cancellation Policy explains how Novarivotravel handles cancellations, no-shows, refund eligibility, refund requests, and refund payments for international tour packages booked through our consultation-based process.

This Policy applies after a customer has completed an in-person consultation, accepted the applicable quotation, and paid the full quoted amount in cash. It should be read together with our Terms and Conditions and Privacy Policy.

Our cancellation rules do not limit any consumer rights or remedies that cannot lawfully be excluded under Singapore law.

2. Understanding Our Booking Process

Our website allows customers to explore international tour packages and request a consultation. A consultation request does not constitute a confirmed tour booking, and no payment is collected through our website.

The booking process generally works as follows:

• Review available international tour packages on our website.

• Select a suitable date and submit a consultation request.

• Visit our office on the selected consultation date.

• Discuss your requirements with our tour planner.

• Customize eligible elements such as accommodation, transportation, dining, and related arrangements.

• Review the resulting tour plan and quotation.

• Pay the complete quoted amount in cash.

• Receive confirmation of your package booking.

Because payment is not collected when a consultation is requested, there is ordinarily no refund requirement for simply canceling or not proceeding with a consultation before payment.

3. Cancellation of a Confirmed Booking

Once full payment has been made and the package has been confirmed, customers may still request cancellation.

All cancellation requests must be submitted by email to Intourist@novarivotravel.com. The time at which we receive the cancellation email will be used to determine whether the request falls within the applicable cancellation period.

Customers should provide sufficient booking information to allow us to identify and verify the reservation.

Cancellation and Refund Schedule

These rules apply to customer-initiated cancellations under our standard booking arrangements and remain subject to applicable statutory rights.

4. Cancellation at Least 72 Hours Before Commencement

A customer who submits a valid cancellation request at least 72 hours before the scheduled commencement time will be eligible for a complete refund of the eligible amount paid to Novarivotravel.

No standard cancellation penalty will apply in this situation.

For example, where commencement is scheduled for 10:00 AM on a Friday, the cancellation request must reach us no later than 10:00 AM on the preceding Tuesday to fall within the 72-hour cancellation period.

Customers are encouraged to submit requests promptly rather than waiting until the cancellation deadline.

5. Cancellation Within 72 Hours

Where we receive a cancellation request less than 72 hours before the scheduled commencement time, a 50% cancellation charge will apply.

In this situation:

• 50% of the eligible amount paid will be retained as the cancellation charge.

• The remaining 50% will be eligible for refund.

• The customer may choose an available refund method described below.

The cancellation charge reflects our contractual cancellation arrangement after a confirmed package has been reserved and preparations may already have been undertaken.

6. No-Shows

A no-show occurs when a customer with a confirmed package fails to appear or commence the trip on the agreed date and time without having submitted an eligible cancellation request.

A no-show will result in automatic cancellation of the booking. Under our standard cancellation terms, no refund will be provided for a no-show.

Customers who know that they will be unable to proceed should therefore contact us as early as possible.

Nothing in this provision overrides any mandatory consumer right or remedy available under applicable Singapore law.

7. Refund Methods

Approved refunds are available through either bank transfer or cash.

Bank Transfer

Customers selecting bank transfer will be asked to provide the banking information reasonably required to process the refund.

Once the refund has been approved and the required banking details have been received, Novarivotravel will initiate the refund process within 24 hours. The actual time taken for the money to appear in the customer's account may depend on the customer's financial institution and is outside our direct processing timeline.

Cash Refund

Customers who select a cash refund must visit our office to collect the approved amount.

We may request reasonable proof of identity, booking confirmation, payment receipt, or other information necessary to verify that the refund is being released to the appropriate person.

8. Personal Information for Refunds

Where a customer selects a bank transfer, we may need to collect bank account information and associated identifying details solely to administer and document the refund.

Such information will be handled in accordance with our Privacy Policy and Singapore's Personal Data Protection Act 2012 (PDPA). Bank account information constitutes sensitive financial information requiring appropriate handling and protection.

Customers should ensure that banking information submitted for refund purposes is accurate. Novarivotravel will not be responsible for delays arising from incorrect or incomplete information supplied by the customer, subject to applicable law.

9. Consumer Protection and Fair Dealing

This Policy is intended to operate consistently with Singapore's Consumer Protection (Fair Trading) Act 2003 (CPFTA) and other applicable consumer protection requirements.

The CPFTA protects consumers against specified unfair practices in consumer transactions. Singapore consumer guidance also emphasizes that businesses should communicate applicable refund conditions, exclusions, and remedies clearly and accurately.

Accordingly, nothing in this Policy is intended to remove, restrict, or replace a statutory right or remedy that a customer is entitled to exercise under applicable Singapore law.

10. Exceptional Circumstances

International travel can be affected by circumstances beyond a customer's or our reasonable control. These may include significant transportation disruption, governmental restrictions, border closures, natural events, or other circumstances materially affecting planned travel.

Where such circumstances occur, Novarivotravel will assess the affected booking based on its particular facts, applicable supplier arrangements, contractual obligations, and relevant legal requirements. Where appropriate, we will communicate available alternatives or applicable refund arrangements.

This section does not guarantee a refund in every circumstance outside the standard cancellation periods.

11. Submitting a Cancellation or Refund Request

To request cancellation or discuss an eligible refund, customers should email:

Novarivotravel

Email: Intourist@novarivotravel.com

Address: Suntec Tower 1, 7 Temasek Blvd, Singapore 038987

The request should preferably include:

• Customer name

• Booking or reference information

• Scheduled commencement date and time

• Package details

• Reason for cancellation

• Preferred refund method

Additional information may be requested where reasonably necessary to verify the booking or process an approved refund.

12. Final Policy Statement

Novarivotravel aims to maintain a cancellation and refund process that is understandable, consistent, and aligned with the booking conditions communicated to customers.

Customers are encouraged to review their tour plan, quotation, commencement date, customization choices, and this Policy before making full cash payment.

Our 72-hour cancellation rule, 50% late-cancellation charge, and no-show provision form part of our standard booking conditions. However, these contractual provisions will always operate subject to rights and remedies that cannot legally be excluded under applicable Singapore legislation.

For questions regarding a cancellation, refund, or confirmed booking, customers may contact Intourist@novarivotravel.com before the applicable cancellation deadline.