Last updated: 04/01/2026
This Refund & Cancellation Policy (“Policy”) explains how cancellations and refunds are handled for purchases made on https://yourtripguides.com (the “Platform”).
The Platform is operated by TRIP A GO GO LTD (Company No. 15127689), Dept 6134a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP (“Company”, “we”, “us”, “our”).
This Policy should be read together with our Terms & Conditions and Privacy Policy. If there is any conflict, the Terms & Conditions prevail.
This Policy applies to:
Wallet / Account Balance top-ups (prepaid credit); and
purchases of digital services and digital outputs on the Platform, including AI-generated trip plans/itineraries (“Trip Plans/Reports”) and paid exports/downloads (“Digital Outputs”).
Important: We do not sell or arrange flights, accommodation, tickets, tours, transfers, or other third-party travel services unless explicitly stated otherwise for a specific offer. You purchase any such items independently from third parties, under their own terms.
Refunds are not guaranteed. Any refund, credit, or other remedy is provided
only:
where required by applicable law (including mandatory consumer protection rules); or
where we choose to provide a remedy at our sole discretion as a goodwill gesture; and
in all cases, subject to reasonable verification and fraud-prevention checks.
Nothing in this Policy limits any statutory rights you may have.
How the Wallet works. The Wallet is prepaid credit linked to your account and usable only for paid features/services on the Platform.
Top-ups. A top-up is credited when our payment provider confirms successful payment and the credit appears in your account.
Refunds of Wallet credit.
As a general rule, Wallet top-ups and Wallet credit are non-refundable.
Exceptions may apply where required by law (for example, certain consumer cancellation rights that apply to unused credit) or where we decide to refund as a goodwill remedy (for example, a proven billing error).
Promotional credits/bonuses (if any) may be subject to additional restrictions and may be non-refundable.
If a Wallet refund is granted. Where we decide (or are required by law) to refund Wallet credit, we may refund via the original payment method where technically possible, or by another legally permitted method.
This section applies only if you are a Consumer.
Statutory cancellation period. Consumers may have a statutory right to cancel certain distance contracts within a legally defined cancellation period, subject to exceptions for digital content and digital services.
Immediate supply/performance (digital-waiver). Because Digital Services/Outputs are commonly supplied immediately (for example, generating a Trip Plan/Report right away), you may be asked at checkout to:
Effect. If you provide the waiver and we begin supplying the Digital Output or performing the Digital Service (for example, a plan is generated and made available in your account), your cancellation right for that specific purchase may be lost to the extent permitted by law.
Quality/conformity rights remain. Even where a cancellation right is lost due to a valid waiver, Consumers may still have statutory remedies if digital content/services do not conform to the contract.
Subject to Section 2 (no guarantee), we may consider providing a refund or Wallet credit in situations such as:
Duplicate billing or a clear incorrect amount charged compared to what was shown at checkout;
Payment succeeded but the purchased Digital Output/Service was not delivered and we are unable to provide it;
Unauthorised transaction where this is supported by the payment provider’s process and applicable law.
Where a remedy is offered, we may choose (at our discretion and where lawful) between re-supplying/re-running the output, crediting the Wallet, or refunding.
Except where required by applicable law, refunds are typically not provided for:
Digital Services/Outputs that have already been supplied or started after you provided a valid digital-waiver;
change of mind after receiving/using a Digital Output or after performance has begun;
issues caused by third parties outside our control (for example, airline or hotel availability, ticket rules, closures, pricing changes, or third-party website errors), because you purchase those independently.
To request a cancellation (where applicable) or ask us to review a refund request, contact us using the contact details shown on the Platform (or by email at info@yourtripguides.com if published as our support address).
Please include:
your account email address;
transaction reference (receipt/payment ID if available);
date and approximate time of purchase;
a clear explanation of the issue and what remedy you request;
screenshots or supporting materials where relevant.
We may request additional information reasonably necessary to investigate, prevent fraud, and comply with legal obligations.
If you initiate a chargeback or payment dispute with your bank or payment provider:
we may restrict account access and/or Wallet usage while the dispute is being reviewed; and
we may provide the payment provider with relevant records (transaction data, confirmations, and applicable terms/policy text).
If you have already received a refund or credit for the same transaction, you agree not to seek a duplicate recovery through a chargeback for that transaction.
We may update this Policy from time to time. The latest version will be published on the Platform and will apply from the “Last updated” date.
