Refund and Returns Policy
Last updated: 25/01/2026
Version 1
This Refund Policy (“Policy”) explains when SCI-LAB LTD (Company No. 16123418), legal address Dept 6524a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP (“Let’s In Our Jet”, “we”, “us”, “our”) may provide a refund, Wallet Credit, or another remedy in connection with payments made on letsinourjet.com (the “Platform”).
For the purposes of this Policy, “Services” means our digital travel planning services and related tools and outputs made available through the Platform (including Travel Plans/Reports).
For the purposes of this Policy, “Mandatory Consumer Law” means statutory rights and protections that cannot legally be excluded or restricted, including (where applicable) rights under UK consumer legislation such as the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and any other mandatory consumer protection laws that apply to you.
For the purposes of this Policy, references to Services include Paid Features (as defined in the Terms and Conditions).
Nothing in this Policy is intended to limit or exclude any rights you may have under Mandatory Consumer Law.
- Core position: refunds are not guaranteed
1.1 Our Services are digital and are typically supplied immediately and/or created specifically based on your inputs.
1.2 Except where required by Mandatory Consumer Law, we do not promise that we can or will issue a refund. Any refund or remedy outside your legal rights is provided only at our discretion as a goodwill gesture after we review the circumstances.
1.3 If you are a Consumer, and where required by law, when you purchase digital content or digital services for immediate supply/performance you may be asked at checkout to give express consent to immediate supply/performance and to acknowledge that you may lose your legal right to cancel once supply/performance begins.
- Purchases of Services are normally final
2.1 As a general rule, payments for Services are final and non-refundable once payment has been successfully processed and we have begun providing the Service or made access available to you (for example, by enabling dashboard access, generating your Travel Plan/Report, or making an output available in your account and/or by email).
2.2 A refund will not normally be granted simply because:
(a) you changed your mind or decided not to travel;
(b) you did not use the Service after access was provided;
(c) you are unhappy with subjective aspects (such as tone, writing style, or certain suggestions) where the Service broadly matches what was described and is based on the information you provided; or
(d) third-party conditions changed (including availability, prices, opening hours, entry rules, weather, transport disruptions, or other external events).
- Wallet top-ups
3.1 The Platform may make available a prepaid Wallet feature which holds prepaid credit (“Wallet Credit”) that can be used only to purchase Services on the Platform. Wallet Credit is a form of prepayment for Services and is not a bank account, payment account, electronic money, or a cash equivalent.
3.2 If you are a Consumer and you top up your Wallet, you may have a legal right to cancel the Wallet top-up within 14 days from the date of purchase in accordance with Mandatory Consumer Law, unless that right is lost under clause 3.3.
3.3 Your right to cancel a Wallet top-up will be lost, in whole or in part, if:
(a) you have used any part of the Wallet Credit; and/or
(b) at checkout you gave express consent to the immediate supply/performance of the Wallet Credit top-up and acknowledged that you may lose your legal right to cancel once supply/performance begins, to the extent permitted by Mandatory Consumer Law.
In such cases, no refund will be due for any Wallet Credit that has been made available and/or used.
3.4 Except as expressly set out above, and subject to Mandatory Consumer Law, Wallet top-ups and Wallet Credit are non-refundable and not redeemable for cash.
3.5 If Wallet Credit becomes unavailable due to our actions (for example, because we disable the Wallet feature, suspend access for reasons not attributable to your breach, or permanently discontinue the Wallet), we will contact you using the email address linked to your account to discuss an appropriate remedy. Depending on the circumstances and subject to Mandatory Consumer Law, this may include allowing reasonable time to use the remaining Wallet Credit, providing Wallet Credit for alternative Services, or issuing a refund of unused Wallet Credit where required by law.
- When we may consider a remedy
We may (but are not obliged to) consider a remedy such as re-delivery, re-generation, Wallet Credit, a price adjustment, or a refund, in circumstances such as the following.
4.1 Duplicate or clearly incorrect charge
You were charged twice for the same transaction, or the amount charged clearly does not match what was shown at checkout due to a technical issue.
4.2 Unauthorised transaction
If you believe a payment was not authorised by you, you should contact your bank/payment provider and follow their procedures. We may review the case and cooperate with any investigation. Any remedy depends on verification, the payment provider’s process, and applicable law.
4.3 Non-delivery caused by us
Payment was processed, but due to a technical or administrative failure on our side the Service you paid for was not delivered at all and we cannot reasonably provide it by re-delivering or re-generating the output.
4.4 Mandatory legal rights for defective digital content/services
If Mandatory Consumer Law gives you specific remedies where digital content or digital services are defective, not as described, or not provided with reasonable care and skill (where applicable), those rights remain available regardless of this Policy.
- How to request a review
To request a review, email info@letsinourjet.com and include:
(a) your full name and the email address linked to your Platform account;
(b) the date of the payment and any transaction reference you have;
(c) what you purchased (Service and/or Wallet top-up);
(d) a clear explanation of what happened and the remedy you are requesting; and
(e) any supporting evidence you can provide (for example screenshots, error messages, or bank confirmation with sensitive data removed).
We may request additional information to verify your identity and locate the transaction.
- Outcomes of a review
After reviewing the information, we may decline the request or offer a remedy. Where permitted by law, we may choose the form of remedy acting reasonably and in line with applicable law. If you are a Consumer, this does not affect any remedies you are entitled to under Mandatory Consumer Law. - Approved refunds: method and deductions
If we approve a refund, we will generally issue it to the original payment method where technically possible.
To the extent permitted by law, we may deduct non-recoverable third-party fees directly associated with the original transaction (for example payment processing or currency conversion fees) where those fees have been charged to us and are not refunded to us by the payment provider. If we make such a deduction, we will inform you.
- Chargebacks and payment disputes
If you initiate a chargeback or payment dispute, we may temporarily restrict access to the account and/or Services linked to the disputed payment while the dispute is pending, and we may provide the bank/payment provider with relevant records (including transaction details and delivery records) and this Policy.
If a remedy has already been provided for the same transaction, you agree you will not knowingly seek duplicate recovery for the same loss through a chargeback or similar mechanism. This section does not limit any rights you may have to raise a payment dispute with your bank or payment provider.
- Changes to this Policy
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 shown above.