Return Policy

At ToLoove, we are committed to ensuring customer satisfaction by providing unique experiences through creating personalized websites with trip countdowns to gift friends. However, we recognize that exceptional circumstances may require a payment refund. Below, we outline our refund policy to ensure transparency and fairness for both parties involved:

Refund Request

• Customers have the right to request a full refund of the payment made for the service contracted on ToLoove.
• The refund request must be made through our website (ToLoove.com) or by email ([email protected]), within a maximum of 2 (two) hours after the creation of the travel website.

Conditions for Refund

• The refund will only be accepted if the customer has not used the services, meaning the travel website has not been accessed or shared after its creation.
• If any form of use or sharing of the generated website has occurred, the refund request will no longer be eligible for automatic processing.
• If the customer has a justifiable reason for requesting a refund after using the service, a detailed explanation will be required, subject to review by our team.

Dispute and Review

• If a customer claims a valid reason for requesting a refund after using the travel website, a dispute will be opened to analyze the situation impartially.
• The dispute will be mediated by our team, which will assess the details provided by the customer and the technical usage information of the service.
• The final decision on refund eligibility will be based on the dispute analysis and the ToLoove policy.

Refund

• If the refund request is approved after the dispute analysis, the refund will be processed within a reasonable timeframe.
• The refund will be issued to the same payment method used for the initial purchase, either via MercadoPago or Stripe.

At ToLoove, we are dedicated to providing the best possible experience for all our customers. If you have any questions or need further assistance, please feel free to contact us via email at [email protected]. We are here to help!