TiriVelo Inc. – Payments, Cancellations &
Payouts Policy
Effective Date: Updated March 16th 2026
Version: 1.1
This Payments, Cancellations & Payouts Policy (“Policy”) supplements the TiriVelo Terms of
Service. In the event of any conflict, the Terms of Service govern.
For questions regarding billing, refunds, or payout status, contact:
info@tirivelo.com
1. Overview
TiriVelo operates as a digital marketplace platform connecting Pet Owners with independent Pet
Care Providers.
To ensure safety, transparency, and financial integrity, all booking-related transactions are
governed by this Policy.
TiriVelo uses secure third-party payment processors (such as Stripe) to facilitate payment
authorization, capture, holding, and payout release.
TiriVelo acts as a technology platform facilitating connections between independent Pet Owners
and independent Pet Care Providers. Providers are not employees of TiriVelo, and TiriVelo does
not directly provide pet care services.
2. Payment Authorization & Capture
2.1 Authorization at Booking
When a Pet Owner submits a confirmed booking:
● A temporary authorization hold may be placed on the Pet Owner’s selected payment
method for the full booking amount, including applicable service or platform fees.
● Authorization does not necessarily mean funds are immediately captured.
● Authorization holds may be released if cancellation occurs within the free cancellation
window.
2.2 When Funds Are Captured
Funds may be captured:
● After the free cancellation window expires; or
● Upon service completion; or
● In accordance with the applicable cancellation policy.
● TiriVelo reserves the right to determine appropriate timing of fund capture based on
operational needs, fraud prevention, and dispute risk.
● TiriVelo may delay capture, release, or payout if fraud, safety, or policy violations are
suspected.
2.3 Secure Payment Handling
● All payments are processed through secure third-party providers.
● TiriVelo does not store full credit card information.
● Off-platform payments are strictly prohibited and violate the Terms of Service.
● Attempting to bypass platform payment systems may result in immediate account
suspension.
● Providers may be required to establish and maintain a connected account with TiriVelo’s
payment processor in order to receive payouts.
3. Service Completion & Fund Release
3.1 Service Completion Conditions
A service is considered complete when:
● The Provider confirms the pet has been safely returned; and
● The required Care Report has been submitted through the TiriVelo platform.
● Additional Owner confirmation may be requested in certain cases.
3.2 Payout Release to Providers
Provider payouts are released only after:
● Service completion conditions are met;
● No active disputes are under review;
● No safety concerns are pending investigation.
TiriVelo may temporarily hold payouts if:
● A dispute has been filed;
● Required documentation is missing;
● Fraud or policy violations are suspected.
● Payout eligibility may be suspended upon notification of a chargeback by the payment
processor.
● Providers must complete all required onboarding and identity verification processes
required by TiriVelo’s payment processor prior to receiving payouts. Failure to complete
required verification may result in delayed or withheld payouts until verification is
successfully completed.
3.3 Payout Timing
Once a booking qualifies for payout release:
● Payout initiation typically occurs within 24–72 hours.
● Final deposit timing depends on the Provider’s bank and payment processor.
● TiriVelo is not responsible for external banking delays.
4. Cancellations
4.1 Owner Cancellations
Cancellation outcomes are determined by the timing of cancellation relative to the scheduled
start time.
A. Cancellation 24+ Hours Before Service
● Authorization hold is released or full refund issued.
● No payout to Provider.
● No platform fee applied.
B. Cancellation Less Than 24 Hours Before Service
● A portion of the booking amount may be captured.
● The Pet Owner may receive a partial refund (e.g., 50%).
● The Provider may receive partial compensation.
● Platform fees may be applied to the retained portion.
C. Late Cancellation or No-Show
● TiriVelo may capture the full authorized amount.
● The Provider may receive full payout (less applicable fees).
● Platform fees may be retained.
● In certain circumstances, TiriVelo may issue partial or full refunds at its sole discretion.
● Repeated late cancellations or no-shows may result in account review, warnings, or
platform restrictions.
4.2 Provider Cancellations
If a Provider cancels a confirmed booking:
● The Pet Owner will receive a full refund.
● The Provider will not receive payout.
● A reliability strike may be issued.
● Repeated cancellations may result in account restriction or removal.
● Providers who repeatedly cancel confirmed bookings may be subject to reduced platform
visibility, temporary suspension, or account removal.
4.3 Emergency Cancellations
If cancellation occurs due to:
● Pet illness
● Severe weather
● Verified emergency
● Documented safety risk
● TiriVelo may issue discretionary refunds or adjustments upon review of documentation.
5. Platform Fees
TiriVelo may charge:
● Service fees to Pet Owners
● Platform or commission fees deducted from Provider payouts
● Subscription fees (if applicable)
● All applicable fees will be disclosed prior to booking confirmation.
Platform fees:
● Are applied to captured amounts.
● May not be refundable where legally permitted.
● Compensate TiriVelo for payment processing, infrastructure, trust & safety systems,
dispute resolution, and operational support.
6. Disputes & Payment Holds
6.1 Filing a Dispute
Pet Owners may submit a dispute if:
● The service was not completed;
● The pet was not safely returned;
● The Care Report was falsified;
● Safety standards were not met.
● Disputes should be filed within 48 hours of service completion, unless exceptional
circumstances apply.
6.2 Investigation Process
When a dispute is filed:
● Payouts may be temporarily frozen.
● Care Reports, in-app messages, and location data (during active service windows) may
be reviewed.
● Both parties may be asked to provide documentation.
● TiriVelo may determine partial or full refunds at its discretion.
7. Refund Processing
Refunds are:
● Issued to the original payment method.
● Typically processed within 5–10 business days.
● Subject to bank and processor timelines.
Payment processors may not return original processing fees on refunded transactions. Where
permitted by law, TiriVelo may deduct non-recoverable processing costs from refunded
amounts.
Refund approval does not prevent a cardholder from initiating a chargeback with their financial
institution. If a chargeback is filed, the transaction will be governed by Section 8 of this Policy.
8. Chargebacks & Bank Disputes
8.1 Chargeback Definition
A chargeback occurs when a Pet Owner disputes a transaction directly with their bank or card
issuer instead of requesting a refund through the TiriVelo platform.
8.2 Chargeback Precedence
If a chargeback is initiated, the chargeback process governed by the payment processor and
card network rules will take precedence over any refund process initiated through TiriVelo.
A refund request or pending refund does not prevent or cancel a chargeback.
8.3 Investigation & Account Review
Upon notification of a chargeback:
● The associated booking will be placed under review.
● Related Provider payouts may be frozen or delayed.
● TiriVelo may submit booking confirmations, Care Reports, communication logs, GPS
records (during active service windows), and other relevant documentation to the
payment processor.
● Accounts involved may be temporarily restricted during investigation.
8.4 Financial Responsibility
If a chargeback is resolved in favor of the cardholder:
● The disputed transaction amount and applicable dispute fees imposed by the payment
processor may be deducted from TiriVelo’s account.
● TiriVelo reserves the right, where permitted by law and contract, to offset disputed
amounts against future Provider earnings if payout was previously released.
8.5 Good Faith Resolution Requirement
Users agree to contact TiriVelo to attempt resolution of billing concerns prior to initiating a
chargeback with their financial institution.
Repeated or abusive chargebacks may result in permanent account suspension.
9. Fraud Prevention
TiriVelo reserves the right to:
● Reverse transactions in cases of confirmed fraud.
● Suspend accounts during investigation.
● Require identity verification.
● Report fraudulent activity to appropriate authorities.
● TiriVelo may require additional identity verification from Providers or Pet Owners in
accordance with payment processor compliance requirements.
10. Subscription Plans (If Offered)
Subscriptions:
● Are billed on a recurring cycle.
● May provide reduced service fees or enhanced features.
● Are non-refundable except where required by law.
● May be modified or discontinued with reasonable notice.
Cancellation of subscription prevents future billing but does not retroactively refund prior
charges.
11. Changes to This Policy
● TiriVelo may update this Policy periodically.
● Continued use of the platform constitutes acceptance of the updated Policy.
12. Contact
For questions regarding billing, refunds, disputes, or payout status:
info@tirivelo.com