Legal
Refund and cancellation policy
Your 14-day cancellation right
As a consumer buying online you normally have 14 days to cancel a service contract.
Because you expressly asked us to begin your Personal Trip Design immediately, that right ends once the service has been fully performed and your design has been delivered.
If you cancel after work has begun but before delivery, you may be charged for the proportion of the service already supplied.
You can request cancellation online at any time from the order status page linked in your confirmation email, or by contacting us.
Before work starts
If you change your mind before a Human has begun work on your brief, we intend to refund in full.
Once work has started
Personal Trip Design is bespoke research work. Once a Human has started, a refund may be partial or unavailable, subject to your statutory rights.
If we get it wrong
One round of changes is included. If the delivered design does not reflect the brief you submitted, tell us and we will rework it or discuss a refund.
Who issues refunds
Payments and refunds are processed by or on behalf of The Soho Agency Limited trading as RealHumans. RealHumans is operated by The Soho Agency Limited.