Routively Refund and Cancellation Policy
Effective 15 September 2026. This policy explains Routively's support process and preserves any statutory consumer rights that apply to your purchase.
UK 14-day cancellation rights
If you are a UK consumer buying online, you may have a statutory 14-day cancellation period. Routively's paid planning service is normally requested and supplied immediately after checkout, so the legal position can depend on whether the supply is treated as a service, digital content, or a combination.
Before paid checkout you are asked to request immediate performance or supply and acknowledge the possible effect on your cancellation rights. For services started during the cancellation period, applicable law may allow a proportionate charge for what has already been supplied. A service cancellation right may end after full performance where the statutory conditions are met. For digital content supplied immediately, the cancellation right can be lost only where the required express consent and acknowledgement have been obtained.
How to cancel
To exercise a cancellation right, send a clear statement through the Routively support form. Include the account or checkout email, approximate purchase date and the trip reference if available. Do not send your full card number.
You may use wording such as: “I wish to cancel my Routively paid planning purchase made on [date] for [trip/reference].” No particular wording is required as long as the request is clear.
Model cancellation form
You may use the following form if a statutory cancellation right applies. Using this wording is optional; any clear cancellation statement is acceptable.
To: Routively · hello@routively.com
I give notice that I cancel my contract for the following Routively paid planning service: [product / trip reference].
Ordered on: [date]
Name: [your name]
Email used for the purchase: [email]
Date of cancellation: [date]
If the paid plan does not work
If Stripe confirms payment but Routively fails to unlock or generate the paid trip because of a Routively technical problem, use any retry control shown first. If the paid service cannot be restored, contact support. Depending on the circumstances and applicable consumer rights, the remedy may include re-performance, price reduction or refund.
If the service is not as described
If a paid Routively feature materially fails to match the product description shown at purchase, contact support with the relevant trip and purchase details. Statutory remedies are not replaced by this policy.
Duplicate payment or wrong tier
Contact us as soon as possible if you believe you paid twice or selected the wrong tier. Genuine duplicate transactions and checkout errors will be reviewed using the Stripe transaction reference and Routively trip record. Do not send card numbers or security codes.
Changed travel plans
A later decision to cancel, postpone or change your holiday does not by itself mean Routively's planning service was defective. Trip + Flex is designed to support changes to the same holiday. This does not affect statutory cancellation or remedy rights that apply to the Routively purchase itself.
Refund timing
Where a refund is due, Routively will initiate it to the original payment method without undue delay and in accordance with applicable law. Banks and payment providers may take additional time to show the credit after it has been issued.
Complaints and statutory rights
If you disagree with the outcome of a refund or cancellation request, ask support to review the decision as a complaint. Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded.