Refund and Cancellation Policy

This Policy explains how cancellations, credits, re-performance, replacements, partial refunds and monetary refunds are handled for services offered or facilitated by Veloxverse Pty Ltd (“Veloxverse”, “we”, “us” or “our”) through www.veloxverse.com, the Veloxverse app and supported channels. It covers remittance, credit assistance, travel, accommodation, vehicle rental, airport lounge and assistance, transfers, insurance and banking referrals, connectivity, membership, rewards, gift cards and related services.

Veloxverse is registered in Australia (ABN 77 682 328 365; ACN 682 328 365) and New Zealand (company number 9368715; NZBN 9429053098788). The contracting entity, merchant of record and responsible provider may vary by service and customer location. These details and the controlling supplier rules should be shown before purchase.

This Policy operates subject to applicable law, including the Australian Consumer Law, the New Zealand Consumer Guarantees Act and Fair Trading Act where applicable, and mandatory consumer protections in other jurisdictions. A description such as “non-refundable” does not remove a statutory remedy for a service that is not supplied, is materially different from what was promised, has a major failure, or is not provided within a reasonable time where the law provides that remedy.

Change-of-mind refunds are not automatically required unless offered by Veloxverse, the provider, or the applicable booking terms. Where a problem is minor and can be remedied within a reasonable time, re-performance, correction, replacement, rescheduling or credit may be offered where lawful. Where a mandatory law gives the customer a choice of remedy, that choice will be respected.

For each request, Veloxverse identifies whether it supplied the service, acted as an agent or intermediary, collected payment as merchant of record, or referred the customer to an independent provider. Veloxverse handles refunds for amounts it is responsible for. Where the airline, hotel, rental company, lounge operator, airport provider, insurer, bank, telco, lender, gift-card issuer or another supplier controls the funds or decision, Veloxverse will submit or assist with the request and communicate the provider’s decision, without limiting any legal responsibility Veloxverse itself has.

• Veloxverse service fees are assessed separately from supplier charges.
• Provider terms apply only to the extent they are disclosed, incorporated into the booking, and lawful.
• Mandatory fees and material cancellation conditions must be displayed before commitment.
• A customer will not be charged a fee merely to obtain a remedy they are legally entitled to receive free of charge.

Submit a request as soon as possible through the website/app, by calling 1300 618 382, or by emailing support@veloxverse.com. For urgent travel or remittance matters, call immediately because tickets, inventory or funds may become irreversible.

• Full name and registered contact details
• Transaction, booking, application, membership or order reference
• Service, provider, dates, travellers or recipient involved
• Reason for the request and requested outcome
• Supporting evidence, such as provider notices, screenshots, receipts or medical documents where relevant

We may verify identity, authority and payment ownership before acting. A representative must provide satisfactory authority. Providing documents does not guarantee eligibility, but missing information may delay assessment.

Veloxverse will acknowledge and assess requests reasonably promptly. Once a refund is confirmed as eligible and Veloxverse has the information and, where applicable, supplier funds needed to process it, the stated processing window is a minimum of 72 hours and a maximum of 30 business days. The expected date will be communicated when reasonably available.

Supplier assessment or return of funds may occur before Veloxverse’s processing window begins and can take longer, especially for airline, hotel, car-rental, international banking, chargeback, fraud, sanctions or regulatory matters. Veloxverse will provide updates and will not rely on a provider delay to avoid a remedy for which Veloxverse is legally responsible. The customer’s bank or card issuer may require additional posting time after release.

Approved refunds are normally returned to the original payment method and payer. Another method may be used where the original method is unavailable, the provider requires it, or law or security controls apply. Identity or account verification may be required.

• Refunds are usually calculated in the original transaction currency.
• Exchange-rate movements may change the converted value received where conversion is required.
• A fee or supplier charge may be deducted only where it was disclosed, actually incurred or contractually payable, reasonable, and lawful.
• No deduction will be made where it would remove or reduce a mandatory consumer remedy.
• Partial refunds may apply where part of a bundled service was properly supplied or part of a payment is recoverable.

A transfer cancellation should be requested before funds are paid, credited, collected, made available, or otherwise become irreversible. Veloxverse will take reasonable steps to stop or recall a transfer, but recovery is not guaranteed after payout or where a recipient bank, mobile wallet, payout agent or other provider has completed the instruction.

• Rejected, failed or compliance-declined transfers are refunded after required verification and lawful holds.
• Incorrect recipient details may prevent recovery; Veloxverse will assist with a trace or recall where possible.
• Fees may be retained only where lawfully disclosed and actually incurred.
• A transfer may be delayed or held for KYC, AML/CTF, sanctions, fraud, source-of-funds or authority checks.
• Veloxverse will not disclose information where tipping-off, sanctions or another law prohibits it.

A change in the exchange rate alone does not create a refund right after a transfer was accepted at the disclosed rate. If Veloxverse applies the wrong rate, amount or fee, it will investigate and provide the correction or remedy required by law and the transaction terms.

Airline tickets are subject to the fare rules displayed or linked before purchase, the airline’s conditions of carriage, Veloxverse service terms and mandatory consumer law. Fare labels such as refundable, partially refundable, non-refundable or changeable describe contractual flexibility but do not remove statutory rights.

Customer-requested cancellation

Where the customer changes their mind, cannot travel, arrives late, is denied boarding for document or eligibility reasons within their control, or misses a flight, the refund, credit, rebooking and fee outcome is determined by the fare rules and applicable law. Some taxes or unused components may remain refundable even when the fare is not.

Airline cancellation or significant delay

If an airline cancels or significantly delays a service, available remedies may include rebooking, credit, replacement travel or refund, depending on the cause, timing, alternative offered, airline policy and applicable consumer law. An airline policy is additional to and cannot remove mandatory rights. Veloxverse will communicate known options and submit the selected request where it is authorised to do so.

Schedule changes, no-shows and credits

Minor schedule changes may not create a cancellation right unless the fare, airline policy or law provides one. No-show rules may cancel onward or return sectors. Airline credits remain subject to the named traveller, validity, route, fare difference and provider conditions disclosed when issued. Veloxverse will not represent a credit as equivalent to a cash refund where the customer has a legal right to a refund.

Hotel refunds depend on the selected rate, cancellation deadline, property time zone, no-show rule, stay modification, local taxes and provider terms. Free-cancellation deadlines must be met using the method and time specified. A non-refundable rate generally does not provide a change-of-mind refund, subject to mandatory law.

If the property cancels, cannot provide the confirmed room, materially misdescribes the accommodation, or fails to provide the service, Veloxverse will work with the property/provider on re-accommodation, correction, credit or refund. Charges made directly by a property, including deposits, incidentals and local taxes, may need to be disputed with that property, with Veloxverse assistance where appropriate.

Vehicle-rental refunds and cancellation fees follow the rate rules and rental provider’s terms, including pickup deadline, no-show, driver age, licence, payment card, deposit and eligibility requirements. Failure to satisfy prominently disclosed pickup requirements may affect eligibility. If the provider cannot supply the confirmed category or a reasonable alternative, a refund or other remedy will be assessed under the agreement and applicable law.

Security deposits, damage, fuel, toll, fine, late-return and excess charges imposed after pickup are handled under the rental agreement and provider dispute process. Veloxverse will address its own booking errors and assist with provider communication where appropriate.

Lounge cancellations depend on the displayed booking window and operator rules. Entry remains subject to valid access credentials, terminal access, opening hours, capacity, guest and child rules, flight eligibility and conduct requirements. Customer failure to meet disclosed entry conditions may affect a refund.

If confirmed access is refused because of operator error, closure, incorrect pass issuance or unavailable capacity, the customer should obtain evidence and contact Veloxverse promptly. Veloxverse will assess re-performance, alternative access, credit or refund under provider terms and applicable law.

These services often require advance confirmation, including a minimum 72-hour booking period where displayed. Customer-requested cancellations, passenger changes, waiting time, no-shows and late arrival are governed by the disclosed service schedule and provider terms.

Customers must provide accurate flight, passenger, luggage, contact, ticket and special-assistance information and remain contactable. If a provider fails to attend, cannot provide the confirmed service, or materially changes it, Veloxverse will assess re-performance, an alternative, credit or refund. Airport authority restrictions or flight disruption may affect the available remedy, subject to law and the booking terms.

An unused and uninstalled eSIM may be cancelled where the displayed plan terms allow. Once installed, activated or used, the plan may be non-refundable unless faulty, misdescribed or otherwise refundable by law. Device incompatibility does not automatically create a refund if compatibility requirements were clearly disclosed, but incorrect compatibility information supplied by Veloxverse or the provider will be investigated.

A correctly completed mobile recharge is usually irreversible. Incorrect numbers supplied by the customer may not be recoverable. Failed, duplicated, delayed or misdirected recharge and telecommunications services will be investigated with the provider. Virtual-number cancellation, renewal and number-loss rules follow the provider terms and mandatory telecommunications law.

Submitting or withdrawing a credit enquiry or application does not create a refund unless the customer paid a VeloxCredit fee or third-party cost. Any customer-paid credit-assistance fee must be disclosed in the Credit Guide, quote or other required document. Refunds are assessed under that disclosure, the work performed, applicable credit law and consumer law. Lender fees after approval or settlement are controlled by the lender and credit contract.

Veloxverse acts as an affiliate or referrer for applicable nib and BizCover services unless a different authorised role is expressly disclosed. The insurer, broker or AFSL holder controls premiums, cooling-off, cancellation, refunds and claims under the PDS, policy wording and law. Veloxverse handles only its own referral conduct and will direct or assist the customer to the responsible provider. A denied claim is not itself a Veloxverse refund matter.

Participating banks control account, DPS, FDR, deposit-product and application fees, approval, interest, early termination and refunds. Veloxverse will refund any separate Veloxverse fee only according to its disclosed terms and law. A bank’s rejection does not automatically make a properly disclosed and completed Veloxverse service refundable, but misleading, duplicate or unperformed services retain applicable remedies.

Before recurring billing, Veloxverse displays the price, frequency, renewal date, cancellation method and material conditions. Cancellation stops future renewals when completed before the stated cutoff. It does not automatically refund a completed billing period unless the terms, a cooling-off right, service failure or applicable law provides otherwise.

Where a material paid benefit is withdrawn or cannot be supplied, Veloxverse will assess an alternative, extension, credit, pro-rata refund or other remedy. Points are reversed when the underlying purchase is refunded. Points do not have cash value unless expressly stated, and expiry or forfeiture rules remain subject to the Membership Terms and law.

Gift-card refunds depend on whether the card or code has been issued, activated, delivered or redeemed, the issuer terms and applicable gift-card law. Correctly delivered and redeemed value is generally irreversible. Incorrect recipient details, loss, theft or compromise should be reported immediately; replacement depends on unused value and issuer capability. Faulty, invalid, duplicate or undelivered cards retain applicable remedies.

Events such as government restrictions, airspace closure, natural disasters, strikes, provider insolvency, system outages or public-health measures may affect performance. Refund, credit or rescheduling rights will depend on the cause, provider terms and applicable law. This clause does not automatically remove a refund or remedy and does not exclude responsibility where Veloxverse could reasonably have prevented or remedied the failure.

Veloxverse may delay a refund while reasonably verifying identity, payment ownership, fraud, duplicate claims, sanctions, legal orders, AML/CTF concerns or a provider investigation. Funds will not be released where prohibited by law. Reasons may be limited where disclosure would be unlawful.

Before starting a chargeback, contact Veloxverse so the matter can be investigated. A chargeback does not create an additional entitlement and may pause a duplicate refund. Veloxverse will not restrict a customer’s lawful right to approach their payment provider. Fraudulent chargebacks or false information may result in account restriction and lawful recovery action.

Refund complaints may be lodged free of charge at complaints@veloxverse.com or 1300 618 382. Include the reference, requested outcome and supporting documents. Veloxverse will handle the complaint under its Complaints and Feedback Policy and identify whether a provider must participate.

External escalation depends on the service and jurisdiction. AFCA may consider eligible Australian financial complaints; privacy complaints may be taken to the OAIC; eligible telecommunications matters may be taken to the TIO; and other matters may follow the relevant airline, insurer, lender, bank, travel provider, consumer agency, regulator, ombudsman, court or tribunal pathway.

Veloxverse may update this Policy for changes in law, services, providers or operations. The current version and effective date will be published on the website. A change will not retrospectively remove an accrued right or mandatory remedy. Material changes will be notified where required or reasonably appropriate.