1. Introduction
At TisVisitor, we want every visitor to feel confident when using our services. We understand that plans can change and that technical problems may occasionally occur. Our goal is to provide a fair, transparent, and straightforward refund process.
This Refund and Cancellation Policy explains when refunds may be available for paid TisVisitor services, how to request a refund, and how refunds are processed.
This policy applies to purchases made directly through TisVisitor.
Nothing in this policy limits or excludes consumer rights that cannot legally be waived under applicable law.
2. Our Services
TisVisitor is an AI-powered visitor preparation platform that helps individuals prepare for visits to unfamiliar destinations.
Our services include:
- Free Basic Visit Brief: Personalized basic visit preparation information available at no charge.
- Premium Adaptive Visit Playbook: Additional personalized guidance available through a one-time payment of CA$2.99 per visit.
- Arrival Passport: An additional feature included with an eligible purchased Premium Playbook, where available, at no separate charge.
- Ask TisVisitor: An AI-powered assistant that provides destination-related guidance within applicable usage limits.
The Free Basic Visit Brief does not require payment and is therefore not eligible for a monetary refund.
This policy applies to paid services that are available for purchase at the time of the transaction.
3. One-Time Purchases
TisVisitor’s Premium Adaptive Visit Playbook is offered as a one-time purchase for a specific visit.
Purchasing a Playbook does not create a recurring subscription or authorize automatic renewal.
The price and any applicable taxes are displayed before payment confirmation.
Each purchase provides access to the corresponding purchased Playbook according to the access terms presented at checkout.
4. When You May Request a Refund
We accept refund requests within seven calendar days of purchase under the circumstances described below.
4.1 Before Delivery or Access
If you change your mind and your purchased Premium Playbook has not yet been generated or made accessible to you, you may request a full refund within seven calendar days of purchase.
4.2 Technical Failure
You may request a full refund if a technical problem caused by TisVisitor prevents the purchased Playbook from being generated, delivered, or accessed, and we cannot resolve the issue within a reasonable time.
We may first attempt to restore access, resend the Playbook, or correct the technical problem.
If the purchased service cannot be provided as promised, we will issue an appropriate refund.
4.3 Duplicate or Incorrect Charges
If you are charged more than once for the same intended purchase, we will refund the unintended duplicate payment after verification.
If an incorrect amount is charged, we will investigate and refund any amount charged in error.
4.4 Significant Service Errors
If your purchased Playbook contains a substantial error caused by a TisVisitor system malfunction, such as guidance generated for the wrong destination or the wrong visit record, please contact us.
We will review the issue and may correct the Playbook, regenerate the affected content, or provide a refund where appropriate.
4.5 Other Exceptional Circumstances
We may consider refund requests outside the situations above when fairness or the particular circumstances justify an exception.
Each request will be reviewed individually.
5. When Refunds Are Generally Not Available
Because Premium Playbooks are personalized digital services that may be generated and made available shortly after payment, purchases are generally non-refundable once the purchased Playbook has been successfully generated and made accessible.
For example, refunds are not ordinarily provided solely because:
- You change your mind after receiving an accessible Playbook.
- You decide not to visit the destination.
- You cancel or reschedule your personal appointment or travel plans.
- You do not use the Playbook after purchasing it.
- You prefer different wording, formatting, or general recommendations.
- A destination changes its information after your Playbook was generated, where TisVisitor did not misrepresent information available at the time.
However, this section does not apply where a refund or cancellation is required by law, where TisVisitor fails to provide the purchased service as promised, or where another refund provision in this policy applies.
6. AI-Generated Information
TisVisitor uses artificial intelligence and available destination information to provide personalized visit preparation guidance.
AI-generated recommendations are intended to assist with planning and preparation. They do not guarantee that every destination detail will remain current or that all requested information will be available.
A difference in personal preference or an inability to verify a particular destination detail does not automatically qualify a purchase for a refund, provided the service was accurately described and delivered as promised.
If the service contains a significant error or fails to meet an express commitment made at purchase, we will review the matter under Section 4 and applicable consumer law.
7. How to Request a Refund
To request a refund, email: hello@tisvisitor.com
Use the subject line: Refund Request — TisVisitor
Please include:
- The email address used for your purchase.
- The approximate purchase date.
- The destination or Playbook concerned.
- A brief explanation of the issue.
- Your payment confirmation or transaction reference, if available.
Please do not send your full payment card number, card security code, password, or other sensitive financial information.
We may request additional information where reasonably necessary to verify the transaction.
8. Refund Review and Response
We aim to acknowledge refund requests within two business days.
We aim to review and provide a decision within five business days after receiving the information reasonably required to assess the request.
More complex cases may take longer. If additional time is needed, we will communicate the reason and next steps.
Where a refund is required by applicable law, the applicable legal deadline takes precedence over our internal review targets.
9. How Refunds Are Processed
Approved refunds are generally issued through our payment processor to the original payment method used for the purchase.
We aim to initiate approved voluntary refunds within five business days of approval.
Refunds may take approximately five to ten business days to appear on your bank or card statement after initiation, depending on the payment provider and financial institution.
In some cases, the original charge may be reversed rather than appearing as a separate refund transaction.
We do not charge an additional fee for requesting a refund.
Where a full refund is approved, it includes the amount paid for the refunded purchase, including applicable taxes charged on that transaction.
Any statutory refund obligation will be fulfilled within the time required by applicable law.
10. Access After a Refund
When a full refund is issued for a Premium Playbook, access to the refunded paid service and its associated Premium features may be withdrawn.
This may include the corresponding Arrival Passport.
A refund does not affect access to TisVisitor’s generally available free services.
Refunding a purchase does not require deletion of records that we must retain for payment, accounting, fraud prevention, or legal compliance.
11. Cancelled or Changed Visits
TisVisitor does not control appointments, bookings, events, transportation services, or destination operations.
If your appointment, event, or planned visit is cancelled or rescheduled by a third party, this does not automatically make an already delivered Premium Playbook refundable.
However, you may contact us if the cancellation occurred before your purchased Playbook was generated or made accessible, or if another refund entitlement applies.
TisVisitor cannot refund payments made directly to hospitals, airlines, universities, museums, transportation operators, or other third-party organizations.
12. Statutory Consumer Rights
TisVisitor respects applicable Canadian consumer protection laws, including Nova Scotia’s rules governing internet sales contracts.
Depending on the circumstances, consumers may have legal rights to cancel an online purchase, including where required purchase information was not properly disclosed, the required contract documentation was not provided, or the purchased service was not delivered as required.
Where a valid statutory cancellation applies, TisVisitor will provide the refund required by law within the applicable deadline.
These rights are separate from, and take precedence over, the voluntary refund conditions described in this policy.
Consumers outside Nova Scotia may also have mandatory rights under the laws applicable to their purchase.
Nothing in this policy removes those rights.
13. Payment Disputes
If you believe a payment was made in error or a purchased service was not delivered, please contact us so we can investigate and attempt to resolve the matter.
You may also have the right to dispute a charge with your card issuer or payment provider.
Contacting TisVisitor does not remove or restrict any payment dispute rights available to you.
14. Changes to This Policy
We may update this Refund and Cancellation Policy to reflect changes in our services, operational practices, or applicable legal requirements.
Any revised policy will be published on the TisVisitor website with an updated date.
The refund terms presented at the time of purchase will ordinarily govern that transaction, subject to applicable law and any later change that is more favourable to the customer.
15. Contact Us
For refund requests, payment concerns, or questions about this policy, contact:
TisVisitor
Email: hello@tisvisitor.com
Website: https://tisvisitor.com
We are committed to handling refund requests fairly, respectfully, and transparently.
TisVisitor — Know before you go.