Refund Policy
Thank you for choosing stowvoyage.online. We are committed to providing you with a reliable home improvement service experience. This refund policy details the rules and procedures for refunding fees when you use our platform services. Please read it carefully before using our services.
I. Scope of Application
This policy applies to:
All service fees you pay on the stowvoyage.online platform.
II. Refund Circumstances and Processing Rules
A. Deposit/Earnest Money Refund Rules
Matching Failure: If we are unable to match you with a renovation company that meets your basic needs within 3-5 business days after you pay your deposit, you have the right to apply for a full refund without giving a reason.
User Cancellation (Before Matching): You can cancel the service and apply for a full refund at any time before our platform customer service contacts and matches you with a renovation company.
User Cancellation (After Matching): If you decide not to continue after the platform has matched you with a renovation company and arranged for on-site measurement or initial communication, a portion of the fees will be deducted as resource coordination and service costs, and the remaining amount will be refunded. The specific refund percentages are as follows:
Cancellation before site measurement/initial communication: 80% refund.
Cancellation after site measurement/initial communication but before signing the renovation contract: 50% refund.
If you have already signed a formal “Renovation Construction Contract” with the matched renovation company, your deposit will automatically be converted into part of the platform service fee or handled according to the contract, and will not be refunded separately.
Cancellation due to platform or renovation company reasons: If the service cannot be carried out due to reasons attributable to the platform or the renovation company we matched (such as false information, breach of contract, etc.), we will provide you with a full refund.
B. Platform Service Fee Refund Rules The platform service fee is charged to protect your rights during the renovation process and is usually linked to your project progress.
Unfulfilled Renovation Contract: If you sign a contract with the renovation company and then terminate the contract for any reason before the actual commencement of the project, and no platform guarantee services (such as contract review, budget review, etc.) have been incurred, you can apply for a refund of 80% of the platform service fee.
Early Termination of Project: If the project is terminated after commencement, the remaining service fee will be refunded proportionally, after deducting the incurred service costs based on the actual stages of service provided by the platform (e.g., plumbing and electrical acceptance, mid-term acceptance, etc.).
Non-Refundable Situations:
The platform has fully fulfilled all promised services (e.g., full-process supervision, completion of final acceptance, etc.).
Your personal reasons have led to a unilateral breach of the contract signed with the renovation company, and the responsibility is clear, with the platform having already made substantial intervention and performed work.
You have enjoyed special promotional activities on the platform, and the terms of those activities explicitly state that refunds are not possible (this must be prominently displayed).
III. Refund Application Process
Submit Application: Please submit a written application via your dedicated customer service email address: support@stowvoyage.online.
Provide Information: Please provide your order number, payment voucher, reason for refund, and relevant evidence (e.g., chat logs, contract termination agreement, etc.) when applying.
Platform Review: We will review your complete application materials within 3-7 business days and verify with you and the relevant renovation company.
Refund Processing: After approval, we will refund the funds to your original payment account within 5-10 business days. Refund arrival time may be slightly delayed depending on the processing speed of the bank or payment institution.
IV. Disclaimer
The platform is not liable for refunds due to service interruptions or data loss caused by force majeure (such as natural disasters, policy changes, cyberattacks, etc.), but will make every effort to assist users in minimizing losses.
The platform is not liable for refunds due to losses caused by users providing incorrect information, improper operation, or violating the platform’s user agreement.
V. Policy Modification
We reserve the right to modify this refund policy at any time. Any modifications will be updated with the effective date on this page. For significant changes, we will notify users through website announcements, in-site messages, or emails. Your continued use of our services after the policy modification indicates acceptance of the updated policy.
VI. Contact Us
If you have any questions, comments, or need to apply for a refund regarding this refund policy, please contact us through the following methods:
Customer Service Email: support@stowvoyage.online
Tel: (239) 518-1889