Refunds and cancellation

Your 14-day right, and why it may not apply

Buying digital content online normally gives you 14 days to cancel for any reason. But that right ends once the content is delivered, if you asked for it to be delivered straight away and acknowledged that asking would end the right.

That is exactly what buying a planning tier does: your trip unlocks immediately. At checkout you are asked to agree to immediate delivery and to acknowledge that you lose the 14-day right once it is unlocked. If you would rather keep the right, do not buy — plan with Quick Look, which is free, and buy later.

When we refund anyway

• It did not work. If a tier did not unlock, or the planning features you paid for were unavailable, tell us and we refund in full.
• You were charged twice, or charged for a tier the trip already had. We refund the duplicate.
• You bought by mistake and have not used it. Tell us within 14 days and, if the trip has not been planned at that tier, we will refund it. We do not have to, and we would rather be fair than right.
• Something we promised was untrue. Then you have rights under the Consumer Rights Act 2015, and we will put it right: a repair, a replacement, or your money back.

We do not refund because a flight or a hotel turned out to cost more than a price we showed, or because a trip did not happen. Those prices come from other companies and change constantly, which the site says wherever a price appears.

Prices and offers

Planning tiers are on a launch offer until 1 January 2027: Standard Trip is £5.99 and Complete Trip £12.99. From that date they are £9.99 and £19.99. You are charged the price shown at the moment you pay, and a price rise never affects a trip you have already bought.

Upgrades

Upgrading a trip charges only the difference between what you have already paid for it and what the higher tier costs you. Downgrades are not charged and not refunded: a tier bought for a trip stays with it.

How to ask

Write to support@whereaboutss.com with the email address on your account and roughly when you paid. We answer within five working days and refund to the card you paid with, usually within ten. You do not need a form or a particular form of words.

If we cannot agree

Tell us why and we will look again. You can also take a dispute to your card provider, or to the courts. Nothing here limits your legal rights.