Refund & Cancellation Policy

1. Overview

iCentiviz LLC designs and manages custom incentive travel programs, corporate events, and group travel experiences. Because our programs involve significant advance commitments to hotels, airlines, destination management companies, and other suppliers, our refund and cancellation policy reflects the real cost incurred on your behalf which is outlined in our client services agreement and order form.

This policy applies to all programs and services unless a separate written client agreement specifies different terms. In the event of a conflict, the signed client agreement governs.

2. Program Deposits

A non-refundable program deposit is required to secure your program dates and initiate the planning process. The deposit amount is specified in your program proposal.

The deposit is applied toward your total program cost. It is non-refundable in all circumstances, including cancellation by the client, because it covers planning time, supplier holds, and administrative costs already incurred.

3. Cancellation Schedule

All cancellations must be made in writing and are subject to the terms of the signed client services agreement. If you cancel a confirmed program, the following cancellation fees apply based on the number of days before the program start date on which written notice of cancellation is received by iCentiviz:

Cancellation fees are calculated on the total contracted program cost, not the amount paid to date. Any outstanding balance owed under the cancellation schedule remains due and payable within 30 days of cancellation, as outlined in your client services agreement.

4. Supplier Pass-Through Costs

In addition to the cancellation fees above, the signed partner company is responsible for any costs which iCentiviz has committed on the company's behalf and cannot guarantee recovery, and apply credits towards a future event program.

5. Cancellation for Any Reason

If a program must be cancelled for any reason, iCentiviz will act in your best interest. We will work in good faith with the client to utilize deposits as a credit toward a future event or program.

6. iCentiviz-Initiated Cancellations

In the rare event that iCentiviz must cancel a program due to circumstances within our control, we will provide a full refund of all amounts paid by the client, less any non-recoverable third-party supplier costs. We will notify you as soon as practicable and work with you to reschedule or find an alternative solution.

7. How to Request a Refund or Cancellation

All cancellation requests must be submitted in writing and reference the applicable client services agreement and contract number. Verbal or informal requests will not be accepted as valid notice of cancellation. To initiate a written cancellation or refund request:

Approved refunds will be processed within 30 business days to the original payment method. iCentiviz will provide a written cancellation confirmation and itemized statement of any fees owed per the terms of your client services agreement.

• Email us at info@icentiviz.com with the subject line: Program Cancellation — Your Company Name.
• Include your program name, contract number, client services agreement reference, and the reason for cancellation.
• A member of our team will respond within two business days to confirm receipt and outline next steps.

8. Changes to This Policy

iCentiviz reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date. Your continued use of our services after any changes constitutes acceptance of the revised policy.