Cancellation & Refund Policy + Live Chat Parameters
Effective date: 2026-01-09 | Last updated: 2026-01-07 | Version: v2.2
These VIPP Terms apply to VIPP annual membership and VIPP add‑on services purchased through PadsPass (including payment links and HubSpot flows). They are a Service Module incorporated into the Master Terms of Service.
VIPP is an annual membership add‑on that provides access to certain included benefits and the ability to purchase concierge-style add‑on services (“Add‑On Services”), such as travel documentation coordination and related logistics support.
“Work Start” occurs when PadsPass begins active performance for your Add‑On Service. Work Start includes any of the following (whichever occurs first):
(a) we accept/assign your request and begin manual work (e.g., outreach to clinics, agencies, airlines, couriers, government offices, or third-party providers);
(b) we book, order, reserve, or otherwise commit third‑party resources on your instruction; or
(c) we deliver substantive work product, submissions, or filings for your request.
Because many costs and commitments become non‑recoverable at Work Start, refunds are limited after Work Start as described below.
VIPP coordination response targets (if any) are described in the Platform Service Levels & Support SLA; third-party booking and government processing times are excluded.
a) Before Work Start. If you cancel before Work Start, you are eligible for a refund of PadsPass fees paid for that specific Add‑On Service, less any payment processing fees, and less any non‑recoverable third‑party costs already incurred (if any).
b) After Work Start. If you cancel after Work Start, we generally do not refund PadsPass fees for that Add‑On Service. However, we may provide a partial refund or credit when:
(i) PadsPass fails to perform materially as described;
(ii) we are unable to complete the service due to our fault; or