Fair and clear
Refunds & cancellations
Different things on TOFFEHA work differently. A downloadable plan is not the same as a booked tour. This page explains what to expect for each, and how to ask for help when something goes wrong.
Last updated June 2026. Each listing shows the creator's cancellation terms at checkout. Those terms, together with this policy, govern your purchase.
The principle
We want every purchase to be worth it. Because TOFFEHA sells a mix of digital files, bookable services, and physical items, refund rights depend on what you bought and what went wrong. As a marketplace we hold and release payments, and we help resolve disputes, but the creator is the seller and their stated terms apply first.
Downloadable travel plans
Digital travel plans are delivered instantly and cannot be returned once accessed, so they are generally non-refundable. That said, we will make it right if a plan is faulty: for example if the file is corrupt or unreadable, if the content is materially not as described, or if it is a duplicate accidental purchase that you report quickly. Requests like these should be made within 14 days of purchase and before substantial use of the plan.
Bookable services and stays
Tours, guides, drivers, transfers, experiences, and stays follow the cancellation window the creator sets on the listing, for example free cancellation up to a number of days before the date. Cancellations inside that window may be partially refundable or non-refundable. If a creator cancels on you, fails to show, or does not deliver the booked service, you are entitled to a full refund of that service.
Custom planning
For custom planning work that a creator builds for you, refunds reflect the work already done. Before work begins you can usually cancel for a full refund. Once the creator has started, refunds are assessed fairly based on progress and the listing terms.
Artisan products
Physical artisan items follow standard consumer rules and the creator's returns terms. If an item arrives damaged, faulty, or significantly different from its description, you are entitled to a replacement or refund. Return shipping arrangements are shown on the listing.
How to request a refund
Start by messaging the creator through your order, since most issues are resolved quickly and directly. If you cannot reach a fair outcome, open a request with TOFFEHA support through the contact page with your order number and a short description of the problem. We will look at the listing terms, the messages, and the evidence, and we will make a decision in good faith.
How creators handle refunds
Creators must honour the cancellation terms they publish and treat buyers fairly. Approved refunds are returned to your original payment method, and the corresponding amount, including any commission where appropriate, is adjusted against the creator's balance. Refund timing depends on your bank or card provider, usually a few business days after approval.
Chargebacks
Please come to us before disputing a charge with your bank. Chargebacks are slow, blunt, and can suspend a creator's account unfairly while the bank investigates. We can almost always resolve a genuine issue faster. Abusive or fraudulent chargebacks may result in account suspension.
Exceptions and goodwill
Nothing in this policy limits rights you have under mandatory consumer-protection law where you live. Beyond those rights, refunds outside the terms above are at our discretion. We may offer goodwill credit or a partial refund to keep things fair, without setting a precedent for future requests.
Need help?
Tell us what happened and we will help you sort it out. Reach the team on the contact page with your order number ready.