Refund and Returns Policy

Last updated: 26/10/2025

This Refund Policy (“Policy”) describes when Let’s In Our Jet (“we”, “us”, “our”) may agree to refund payments made by users (“you”, “your”) in connection with the use of letsinourjet.com and any related services (collectively, the “Platform”).

For the purposes of this Policy, “Services” means the digital travel planning services and associated tools you purchase or access through the Platform.

Nothing in this Policy is intended to limit any rights you may have under mandatory consumer protection law.

1. Key principles

By using the Platform and purchasing Services, you acknowledge that:

  • our Services consist of intangible digital content and planning work performed specifically for you;
  • once we have started processing your request or made a plan or tool available to you, the Service is deemed performed;
  • as a result, payments are normally final and non-refundable;
  • refunds are considered only in a limited number of exceptional situations, as described in this Policy.

2. Non-refundable nature of Services

2.1 As a general rule, all payments made on or via the Platform are treated as non-refundable once:

  • your payment has been successfully processed; and
  • we have begun to provide the Services (for example, preparing or generating your travel plan, configuring your dashboard, or otherwise acting on your request), or access to the Services has been made available in your account.

2.2 In particular, a refund will not normally be granted where the only reason is that:

  • you have changed your mind or decided not to travel;
  • you no longer wish to use the Services or have not used your account;
  • you are dissatisfied with the style, structure or content of the plan where it broadly corresponds to the description of the Services and the information you provided;
  • you have not achieved a particular result or experience, as actual travel and external conditions are outside our control;
  • you now consider that a different destination, theme or service would have been preferable, although the original choice was clearly described at the time of purchase.

2.3 Funds you add to any prepaid balance, wallet or top-up mechanism on the Platform are also generally non-refundable, save as expressly provided below.

3. Exceptional circumstances in which we may consider a refund

In spite of Section 2, we recognise that certain exceptional situations may warrant special consideration. Any refund in such situations will be made at our sole discretion, on a case-by-case basis.

We may consider a refund where one of the following applies:

3.1 Unauthorised or fraudulent transaction

Where:

  • your phone, computer or other device has been lost or stolen and used to make a payment on the Platform without your consent; or
  • your payment card or payment account has been compromised and used fraudulently,

we may, upon request, review the transaction.

We will normally ask you to:

  • contact your bank or payment provider immediately and follow their fraud procedures; and
  • provide reasonable evidence, such as:
    • a statement or screenshot showing the disputed payment (with unrelated data redacted if you prefer); and
    • confirmation from your bank or provider that the card/account has been blocked or recorded as compromised.

If, after review, it appears clear that you did not authorise the payment, we may cancel the related Services (where possible) and/or refund the relevant amount.

3.2 Clear payment error or serious misunderstanding

We may consider a refund where there is a genuine and well-documented error or misunderstanding, for example:

  • an obvious duplicate payment or top-up made in error within a short period;
  • a payment initiated by a person who clearly did not understand what they were paying for (e.g. a minor or a vulnerable elderly person acting without proper explanation);
  • a rare technical or display issue on the Platform which meant it was not reasonably clear what would be purchased or that a charge would be applied.

In assessing such requests we may take into account:

  • what was displayed on the relevant screens and pages at the time of the transaction;
  • whether any Services have already been provided or used;
  • the supporting information (including screenshots or correspondence) that you provide.

3.3 Technical failure and non-delivery of Services

We may review a refund request where:

  • a payment has been successfully processed, but no Services are provided at all due to a technical or administrative failure on our side; or
  • a persistent Platform malfunction prevents us, despite reasonable efforts, from delivering the Services you have paid for.

In such cases we will first try to:

  • restore your access to the Platform and Services; and/or
  • provide the Services promised as soon as the issue is resolved.

If, after reasonable attempts, we are still unable to provide the relevant Services, we may refund the affected payment.

Issues caused solely by your own device, browser, email provider, or internet connection do not automatically give a right to a refund, but we will make reasonable efforts to help you regain access where possible.

3.4 Other rare, well-documented situations

If you believe that keeping the payment would be manifestly unfair in light of serious, unexpected circumstances (for example, a major life event that makes it objectively impossible to use the Services at all), you may ask us to review your case.

Any decision to refund (in whole or in part) in such circumstances will be taken by us in good faith, but we do not guarantee that a refund will be granted.

4. Situations that are normally excluded

Without limitation, the following will usually not qualify for a refund under this Policy:

  • simple change of mind after purchase;
  • non-use or limited use of Services where access has been made available;
  • dissatisfaction with subjective aspects of the plan (such as tone, style, or specific suggestions) where the Service was delivered as described;
  • delays, cancellations or issues with third-party services (e.g. airlines, hotels, local operators), which are governed by their own terms and conditions;
  • requests made a long time after the transaction, without earlier notification of any problem.

Your statutory rights, including any rights relating to defective digital content where applicable law treats it as such, remain unaffected.

5. How to request a refund or review

If you believe your situation falls within Section 3, you may submit a written request using the following contact details:

Email for refund and review requests: info@letsinourjet.com

To enable us to consider your request, please include at least:

  • your full name;
  • the email address linked to your Platform account;
  • the date (and, if possible, approximate time) of the payment;
  • a brief description of the Service or top-up concerned;
  • a clear explanation of what happened and why you believe a refund is justified;
  • copies of any relevant supporting documents (for example, screenshots, bank confirmations with sensitive details hidden, fraud report references, error messages).

We may request additional information if necessary to verify your identity, locate the transaction and understand the circumstances.

6. How requests are processed and how long it may take

  • Requests made under this Policy are reviewed in the order in which they are received.
  • We will use reasonable efforts to review and respond to your request without undue delay.

However, you should be aware that:
We do not promise or guarantee any specific response time or fixed deadline for making a decision on your request.

The time required will depend on, among other things:

  • the number of open cases at the time of your request;
  • the complexity of your situation;
  • whether we need to liaise with payment providers or other third parties.

The possible outcomes of our review include:

  • approval of a full or partial refund;
  • offering an alternative remedy (for example, credit to your Platform balance or regeneration of Services); or
  • refusal of your request, with an explanation provided where reasonably practicable.

7. Approved refunds – method and adjustments

  • it will usually be processed via the same payment method used for the original transaction, where this is technically and commercially feasible;
  • once we initiate the refund, the time it takes for the funds to reach you is determined by your bank or payment service provider, and is outside our control;
  • to the extent permitted by law, we may deduct from the refund any non-recoverable third-party fees, such as payment processing or currency conversion charges directly associated with the original transaction.

8. Chargebacks and payment disputes

If you initiate a chargeback or payment dispute with your bank or card issuer:

  • we may temporarily suspend or restrict access to your Platform account and any associated Services linked to the disputed payment, pending the outcome of the investigation;
  • we will provide the relevant financial institution with information about the transaction and this Policy.

If we have already issued a refund in respect of a particular payment, you agree not to seek a duplicate refund for the same amount via chargeback or any similar mechanism.

9. Changes to this Policy

We may update or amend this Refund Policy from time to time. The most current version will always be available on letsinourjet.com and will apply from the date it is published, unless a later effective date is expressly stated.

Your continued use of the Platform after changes to this Policy take effect will constitute your acceptance of the revised Policy.