Refund policy

The general position

TravelTextAI sells prepaid chat tokens — digital content delivered to your account straight after payment and usable immediately. Because of that, token purchases are not generally refundable once the balance has been credited and used.

That is the default, not a wall. The situations below are the ones where a refund is available, and we would rather sort out a genuine problem than argue about it.

When we will refund

• Duplicate payment. You were charged more than once for the same order. We refund the extra charge in full.
• Accidental purchase. You bought the wrong pack, or bought by mistake, and the tokens are still unused. Tell us within 14 days of the purchase and we will refund it.
• Technical fault on our side. Tokens were not credited, or a fault stopped you using tokens you had paid for, and we could not put it right within a reasonable time. We refund the affected amount.

Where only part of a balance is affected, we refund the affected part rather than the whole order.

When we will not

• Tokens that have been used. Once a message has been sent and answered, the service has been delivered.
• A trip that did not go to plan. TravelTextAI drafts routes, comparisons and checklists — it does not book anything, and it flags time-sensitive facts for you to confirm with the official source. A missed connection, a closed venue, a refused entry or a change of weather is not a service fault.
• Cancelled or changed travel plans. Tokens are for the planning conversation, not for the trip. If the trip is called off, the balance stays in your account for the next one.
• Dissatisfaction with a suggestion. If a reply was genuinely unusable, tell us — that is feedback we want, and we will look at it case by case.
• Accounts closed for a serious breach of the terms and conditions.
• Problems outside our control — your own internet connection, device or browser, or a third-party outage we do not operate.

How to request one

Send a request through the contact page with “Refund” in your message, and include:

• Your order reference or proof of purchase
• The email address on the account
• What went wrong, and what you would like done

Requests have to come from the account holder — we may ask a question or two to confirm that before acting. Please do not send card numbers or booking codes; we never need them to process a refund.

How it is processed

• We acknowledge the request and tell you the outcome, with reasons.
• Approved refunds are processed within 7–10 business days.
• Refunds go back to the original payment method. We cannot pay to a different card or account.
• Your bank or card issuer may take a few extra days to show it.
• Where a refund covers unused tokens, the matching balance is removed from your account at the same time.

Failed or duplicate payments

If a payment failed but the money left your account, it is usually an authorisation hold that the bank releases on its own within a few business days. If it has not cleared after that, contact us with the date and amount and we will trace it.

If you disagree with a decision

Reply to us and say why, adding anything we did not have the first time. A different person will look at it again. Raising it with us first is usually faster than a chargeback, and it keeps your account in good standing while it is being sorted out.

Changes to this policy

We may update this policy. The current version is always on this page with the date it was last updated, and the version in force when you bought is the one that applies to that purchase.