Refund policy
Last updated: 9 August 2026
This Refund Policy explains when Straight Visit issues money-back refunds or account credit returns for prepaid itinerary credits purchased through Stripe.
What you buy
Credit packs are digital products. After payment succeeds, credits are added to your account so you can generate itineraries. See Pricing for current packs and what each credit includes.
Automatic credit return
If itinerary generation fails on our side after a credit was consumed, we automatically return that credit to your account so you can try again. This is an in-app credit restoration, not a card refund.
When we refund money
- Unused credits: if you bought credits by mistake and have not used them, contact Support within 14 days of purchase. We typically refund unused packs to the original payment method.
- Duplicate / failed delivery: if you were charged but credits never appeared, or you were charged twice for the same purchase, we will fix the balance or refund the duplicate charge after we verify the Stripe payment.
- Consumed credits: once a credit has been used to successfully generate an itinerary, we do not offer a money-back refund for that credit, except where required by law or where the delivered plan is clearly defective because of a verified platform fault.
EU / UK withdrawal rights
Under EU and UK consumer rules, digital content supplied immediately can mean you lose the usual 14-day cooling-off right once supply begins, if you expressly request immediate delivery and acknowledge that loss. By completing checkout and receiving credits in your account right away, you request immediate supply of digital content. Where that acknowledgment applies, the withdrawal right does not apply to credits already delivered. Mandatory local consumer protections still apply.
How to request a refund
Open Support, choose a bug report or feedback, and include your account email, approximate purchase time, and Stripe receipt or last four digits if available. We aim to respond promptly and process approved refunds through Stripe.
Chargebacks
Please contact us before filing a payment dispute with your bank. Many issues (missing credits, failed generation) can be resolved faster with a credit return or refund. Unjustified chargebacks may lead to account suspension.