Refunds

Unused trips: a full refund for 14 days

If you paid for a trip on the web and haven't used it yet, you can refund it in full within 14 days of paying. Go to Settings › Plan & billing and press Refund next to the trip, or email contact@rplan.org.

The money goes back to the card you paid with, normally within 5 to 10 working days. The trip goes back to read-only, waiting to be unlocked, and nothing on it is deleted.

Passes bought ahead, and gifts

A Pass you bought for later, or gave to someone, can be refunded in full within 14 days of paying, as long as it hasn't been used on a trip. Press Refund next to it in Plan & billing. Refunding a gift takes it back from the person you gave it to. A gifted Pass can only be refunded by the person who paid for it.

What counts as using a trip

A trip starts as soon as you pay for it. At checkout we ask you to agree to that, and that once you start using it you lose your legal 14-day right to cancel. A trip counts as used once, after paying, you:

• add, change or remove a plan, a day, a checklist item, packing, or a booking in Getting around;
• change the trip's own details, like its name, destination or currency; or
• ask the assistant about it, for example Suggest a day or reading a booking email.

Opening and reading the trip doesn't count. RPlan records when a trip was first used, and Plan & billing shows it next to each paid trip, so you can always see where you stand.

If something doesn't work

Whether or not you've used a trip, what you paid for must work as described. That's your right under the Consumer Rights Act 2015, and nothing on this page limits it. If something's wrong, email us with the trip's name and what's happening. We'll fix it, and if we can't within a reasonable time, we'll refund you in part or in full.

Bought in the iPhone or Android app?

Apple or Google took the payment, so refunds are requested from them under their own policies: reportaproblem.apple.com for Apple, or your order history in Google Play. If they refund a trip, it goes back to read-only, as above. We're still responsible for the trip working as described, so email us if it doesn't.

Your first trip, and subscriptions

Your first trip is free, so there's nothing to refund. There are no subscriptions: each payment covers one trip, and nothing renews.

Questions or complaints

Email contact@rplan.org, or write to Rod Lucas, Lucas Media Center, Tonbridge, Kent, TN12 0LU, United Kingdom. We'll reply within 5 working days.