Trenvl Terms

Article 1 (Purpose)

The purpose of this policy is to establish the standards and procedures for cancellations, changes, and refunds for products and services sold or booked by Partner Sellers through the Platform, and to clarify consumer notice requirements and the scope of responsibility.

Article 2 (Scope of Application)

1. This policy applies to all listed products traded through the Platform, including travel products, accommodations, tours, activities, medical and beauty reservations, educational programs, tickets, and other related offerings.
2. Where any individual product detail page, booking page, voucher, on-site notice, separate agreement, or individual seller contract contains terms different from this policy, the individually disclosed terms that were notified to the user in advance may take precedence.

Article 3 (Status of the Platform)

1. The Platform provides services as an e-commerce intermediary or booking intermediary platform connecting Partner Sellers and customers.
2. The actual seller, service provider, and party responsible for booking fulfillment is the relevant Partner Seller.
3. The Partner Seller bears primary responsibility for its own cancellation, change, refund, penalty, no-show, schedule change, service unavailability, rebooking, and compensation standards.

Article 4 (Principle of Priority of Partner Seller Policy)

1. The availability of cancellation, change, and refund for each product or service, as well as applicable fees, refund amounts, non-refundable conditions, and request deadlines, shall be governed by the individual policy set by the relevant Partner Seller.
2. Partner Sellers must clearly and specifically enter their own policies at the time of product registration and ensure that customers can easily review them before making payment or completing a booking.
3. If a Partner Seller fails to register its policy, registers it incorrectly, or provides unclear information, the relevant Partner Seller shall be responsible for any resulting disputes, complaints, refund conflicts, and damages.

Article 5 (Setting of Cancellation and Change Standards)

Depending on the nature of the product, the Partner Seller may set the following standards at its discretion:

• Full refund before booking confirmation
• Full or partial refund when canceled within a certain period before the date of use
• Cancellation fee charged for cancellations made close to the date of use
• No refund for same-day cancellations, no-shows, missed visits, or missed boarding
• Separate restrictions for inventory-limited, special-rate, real-time confirmation, date-specific, or locally confirmed products
• Standards for schedule changes or substitute services due to on-site conditions or supplier policies

Article 6 (Refund Processing Standards)

1. When a customer submits a refund request, the Partner Seller must determine whether to approve it in accordance with its own policy and carry out the necessary verification and processing procedures.
2. Refund amounts, deduction amounts, penalties, and fees shall be calculated in accordance with the standards disclosed in advance by the Partner Seller.
3. The Platform may support payment cancellation or refund transmission procedures based on the refund approval result of the Partner Seller; however, the Platform shall not, in principle, bear direct responsibility for a refund denial resulting from the Partner Seller’s own fault or policy.
4. The Partner Seller must respond with approval or rejection within a reasonable period in order to minimize customer complaints related to refunds.

Article 7 (Products Subject to Refund Restrictions or Non-Refundability)

The Partner Seller may set a refund restriction or non-refundable policy for the following cases depending on the nature of the product:

• Reservation-based products scheduled for use on a specific date and time
• Products that cannot be canceled by the supplier after real-time booking confirmation
• Time-sensitive consumption products such as accommodations, flights, transportation, performances, and admission tickets
• Products already commenced on-site use or partially consumed
• Customer-caused non-attendance, lateness, incorrect information, missing documents, or passport/visa issues
• Products for which the individual supplier (such as local operators, hospitals, hotels, or educational institutions) has a no-refund rule after confirmation

Article 8 (Partner Seller’s Duty of Disclosure)

1. The Partner Seller must clearly disclose the following items at the product registration stage:
   • Cancellation deadline
   • Whether changes are allowed and the conditions for change
   • Cancellation fees and penalty standards
   • Non-refundable conditions
   • No-show handling standards
   • Estimated refund processing period
2. The Partner Seller must ensure that there are no inconsistencies among the terms, product details, vouchers, and on-site notices.
3. The Partner Seller shall bear responsibility for any consumer losses, disputes, refund costs, sanctions, or administrative issues arising from a failure to fulfill its disclosure obligations.

Article 9 (Scope of Platform Disclaimer)

1. The Platform is an intermediary that provides the system so that transactions may be carried out in accordance with the cancellation and refund policies set and disclosed by the Partner Seller.
2. The Platform shall not be liable, unless caused by the Platform’s intentional misconduct or gross negligence, for cancellations, refund delays, or refund denials arising from the Partner Seller’s policy, inventory, operational circumstances, supplier circumstances, local conditions, schedule changes, overbooking, staffing shortages, facility inspections, force majeure, infectious diseases, government measures, or transportation disruptions.
3. In the event of a dispute between a customer and a Partner Seller, the Platform may provide reasonable support such as information delivery, complaint intake, and communication assistance; however, this does not mean that the Platform assumes or guarantees the Partner Seller’s refund obligations.
4. The Partner Seller shall bear direct responsibility for all refund disputes arising from its own fault or inadequate operation of its policies.

Article 10 (Exceptions and Priority of Applicable Laws)

1. Where mandatory provisions of applicable laws regarding withdrawal of subscription, refund of payment, consumer protection, or disclosure obligations apply, such laws shall prevail.
2. This policy shall not be interpreted as excluding any liability that the Partner Seller or the Platform is legally required to bear under applicable law.
3. The Platform, as an e-commerce intermediary, may take necessary measures within the scope required by law, including providing Partner Seller information and facilitating dispute resolution.

Article 11 (Measures for Violation of This Policy)

1. If a Partner Seller violates this policy by making false disclosures, omitting disclosures, delaying refunds, repeatedly causing complaints, misleading consumers, or unreasonably refusing cancellations, the Platform may take measures such as requesting corrective action, limiting product exposure, suspending sales, withholding settlements, or terminating the contract.
2. If the Partner Seller’s violation of this policy causes the Platform to suffer damages, complaint-handling costs, sanctions, reputational harm, or legal disputes, the Platform may seek indemnification or claim damages from the Partner Seller.