1. Payment After Delivery
Travel Info Ltd invoices consultancy and advisory fees only after the agreed services have been completed and delivered to you. Where a payment plan has been agreed, you can pay a deposit and settle the balance in instalments on the agreed dates. By making payment, you confirm receipt of the services specified on the invoice. Payment does not waive any of your statutory consumer rights.
2. Services Properly Performed
Because payment is collected after delivery, fees are generally non-refundable for services properly performed in accordance with the agreed scope.
3. When We Will Review A Refund
We will review refund requests individually, in line with UK consumer protection law, where services were:
- incomplete or not delivered;
- delivered with errors; or
- not provided with reasonable care and skill.
Where appropriate we will first offer to put things right, for example by correcting or completing the work at no extra cost. If that is not possible, or not done within a reasonable time, we will offer a full or partial refund depending on the circumstances.
4. Your 14-Day Cancellation Right
If you are a consumer and you agree our services by phone, email or online, you normally have the right to cancel within 14 days of the day the contract is made, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- If you ask us to start work within the 14-day period and then cancel, you may be asked to pay a proportionate amount for the services provided up to the time you tell us you are cancelling.
- If you ask us to start work within the 14-day period and acknowledge that you will lose your right to cancel once the services are fully performed, the right to cancel ends when the services have been fully delivered.
To cancel, tell us clearly by emailing support@travelinfo.uk or calling 020 3400 8555. You may use the model cancellation wording: “I hereby give notice that I cancel my contract for the following services: [services], ordered on [date]. Name, address, date.”
5. Cancelling Before Work Is Complete
You can cancel at any time before the agreed services are completed. You will only be invoiced for work already carried out, calculated in proportion to the agreed price. If no work has been done, there is nothing to pay.
6. How To Request A Refund
Email refunds@travelinfo.uk with your name, invoice number and the reason for your request. We will acknowledge it within 2 working days and give you our decision within 14 days. Any refund will be made to the original payment method within 14 days of our decision.
7. Your Statutory Rights
Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015.