Refund Policy

1. Who This Policy Applies To

Tavvi is a platform that connects independent merchants with their customers. Each merchant is its own business and sets its own refund policy for the goods and services it offers. This page describes:

• How refunds flow through the Tavvi platform mechanically
• The platform-level rules we enforce on top of merchant policies (for example, deposit refunds on canceled inquiries)
• How to request help when you cannot resolve a refund with the merchant directly

This page is not a substitute for the individual merchant's refund policy. Where this page and a merchant's policy describe the same situation, this page sets the floor (the minimum protections we guarantee) and the merchant's policy can offer more generous terms but not less.

2. How Refunds Mechanically Work

Tavvi processes every transaction through Stripe. Refunds therefore flow through Stripe back to the original payment method:

• The merchant initiates the refund (full or partial) from the Tavvi app, or we initiate it on the merchant's behalf for cases described in Sections 3 and 4 below
• Stripe returns the funds to the card or bank account that paid for the transaction
• Settlement typically takes 5 to 10 business days depending on your bank or card issuer
• Stripe's processing fee on the original transaction is not refunded by Stripe (this is industry-standard). The platform-level processing fee Tavvi charges is also not refunded, except for the cases in Section 3 below where we waive it
• The refund appears on your statement as a credit from the original merchant, not from Tavvi or FornaxLink

3. Inquiry Deposit Refunds

The most common refund situation on Tavvi is a deposit on a custom-quote inquiry that ends up not happening — the consumer changes their mind, the merchant cannot accommodate the date, or the two sides cannot agree on scope. The deposit refund flow is built into the platform:

• Before the merchant marks the inquiry "fulfilled": Either side may cancel the inquiry. Canceling automatically refunds the deposit in full to the consumer. Tavvi's platform processing fee on the deposit is waived. The full original amount returns to the consumer's payment method via Stripe within 5 to 10 business days.
• After the merchant marks the inquiry "fulfilled" but before final payment: The deposit has been earned at this point. Refund is at the merchant's discretion and subject to their own policy. If the merchant agrees, the platform supports a partial or full refund from the journal screen.
• After final payment is collected: The full transaction is treated as a completed sale. Refund is at the merchant's discretion. If the dispute is unresolvable, see Section 6 below.

The cancellation chat card on the consumer's side of the thread shows the refund amount, the expected settlement window, and a link to the canceled inquiry's transaction record.

4. Refunds We Initiate

Tavvi may initiate a refund on a merchant's behalf in the following circumstances, even without the merchant's express agreement at the moment of refund:

• A merchant account is suspended or banned for platform-conduct violations while consumer deposits are held in the merchant's Stripe balance
• A Stripe dispute is filed by the consumer's card issuer and the merchant does not respond within the dispute deadline
• The merchant ceases operations or becomes unreachable for an extended period (typically 30 days of no platform activity with open obligations to consumers)
• A court order, subpoena, or law enforcement direction requires the refund

In each of these cases we will email the merchant before and after the refund with a written explanation. Merchants who disagree can dispute the refund through our appeal process — see Section 8 of the Acceptable Use Policy.

5. Reward Points and Coupons

Points and coupons are not currency and have no cash value. When a transaction that earned points is refunded, the corresponding points are reversed automatically. Coupons applied to a refunded transaction return to the consumer's account for re-use unless they have already expired. See Section 5 of the Terms of Service for the full rewards-program terms.

6. When You Cannot Resolve a Refund With the Merchant

The first step is always direct conversation in the inquiry thread. Most refund situations resolve there once the two sides have shared what they're seeing.

If you have tried in good faith to resolve a refund with the merchant and cannot reach an outcome, you have three escalation paths:

1. Tavvi support: Write to help@fornaxlink.com with the inquiry handle, a brief description, and screenshots of the conversation if helpful. We will look at the message history and the transaction record and reach back within 5 business days. We can sometimes mediate; we cannot override an individual merchant's contract or substitute our judgment for a state consumer-protection authority.
2. Stripe dispute (chargeback): You retain the full right to dispute the charge directly with your card issuer at any time. Stripe handles the formal dispute process. A successful chargeback returns funds to your card; an unsuccessful chargeback may leave the original charge in place. We do not penalize consumers for filing legitimate chargebacks.
3. State consumer protection: For unresolved disputes you may file a complaint with your state's consumer protection office or the Better Business Bureau against the individual merchant. Tavvi is a platform, not a party to the transaction; the merchant is the responsible business.

7. What This Policy Does Not Cover

• Disputes over service quality, taste, fit, or aesthetic preference — these are between you and the merchant
• Refunds on services already delivered as agreed
• Refunds for changing your mind after a service has begun (the merchant may offer a partial refund or none, at their discretion)
• Reimbursement for indirect or consequential costs (lost opportunity, travel, replacement services) — see Section 12 of the Terms of Service

8. Contact