Refund Policy

Effective Date: 1 January 2025 | Last Updated: 1 January 2025

1. Overview

At PB Travel Angel, we want you to be completely satisfied with your purchase. We understand that plans can change, and we aim to be fair and transparent about our refund and cancellation policies.

This Refund Policy outlines the terms under which refunds may be provided for our services and products. By making a purchase, you agree to these terms.

2. Service Fees — Non-Refundable

The following fees are non-refundable once the service has commenced:

2.1 Consultation Fees

Initial consultation fees cover the time, expertise, and resources invested in understanding your travel needs
These fees are non-refundable regardless of whether you proceed with our services
If we need to cancel a scheduled consultation, we will offer a full refund or rescheduled appointment

2.2 Booking Service Fees

Service fees charged for arranging bookings on your behalf are non-refundable once the booking process has commenced
These fees compensate for the research, coordination, and administrative work involved

2.3 Custom Planning Fees

Fees for bespoke itinerary creation are non-refundable once work has begun
A deposit is required to commence planning services

3. Digital Products — Refund Eligibility

Due to the instant-delivery nature of digital products, our refund policy for travel kits and digital guides is as follows:

3.1 No Refunds After Download

Once a digital product has been downloaded or accessed, no refund will be provided
By completing a purchase, you acknowledge and accept this condition

3.2 Exceptions

We may consider refunds for digital products in the following circumstances:

Technical issues: If you are unable to access or download your product due to a technical fault on our end
Duplicate purchase: If you accidentally purchase the same product twice
Product error: If the product delivered differs materially from what was described

Refund requests for digital products must be made within 7 days of purchase.

4. Membership Subscriptions (The Circle)

4.1 Annual Membership

Membership fees are billed annually and are non-refundable
You may cancel your membership at any time to prevent future renewal
Upon cancellation, you retain access to membership benefits until the end of your current billing period

4.2 Pro-Rata Refunds

We do not offer pro-rata refunds for unused portions of your membership term.

5. Travel Planning Services — Cancellation Timeframes

If you need to cancel travel planning services, the following refund schedule applies:

Cancellation Timing	Refund Amount
Before itinerary work begins	100% of deposit (minus non-refundable consultation fee)
After initial planning but before itinerary delivery	70% of deposit
After itinerary delivery but before bookings made	50% of deposit
After bookings have been made	Subject to third-party cancellation policies (see Section 6)

6. Third-Party Cancellation Policies

When we book travel services on your behalf (flights, accommodation, tours, etc.), those bookings are subject to the cancellation policies of the respective providers.

6.1 Airlines

Airline cancellation policies vary significantly between carriers and fare types
Many discounted fares are non-refundable or subject to cancellation fees
We will advise you of the applicable policy before confirming any booking

6.2 Hotels and Accommodations

Cancellation policies vary by property and rate type
Free cancellation periods typically range from 24 hours to 7 days before check-in
Non-refundable rates offer lower prices but no refund if cancelled

6.3 Tour Operators and Activities

Tour cancellation policies are set by the operator
Many require 24-72 hours notice for a full refund
Some tours may be non-refundable, especially for peak periods or special events

6.4 Our Role

We will:

Clearly communicate third-party cancellation terms before you confirm a booking
Advocate on your behalf to seek refunds or credits where possible
Process any refunds received from third parties promptly

However, we cannot guarantee refunds from third-party providers, and their decisions are final.

7. Force Majeure and Travel Disruptions

In circumstances beyond our control, including but not limited to:

Natural disasters (earthquakes, hurricanes, floods, bushfires)
Pandemics, epidemics, or health emergencies
War, terrorism, civil unrest, or political instability
Government travel bans, border closures, or visa restrictions
Airline or transport strikes
Volcanic eruptions or severe weather events

7.1 Our Commitment

In force majeure situations, we will:

Work with you to reschedule or modify your travel plans where possible
Assist in seeking refunds or credits from third-party providers
Offer credits toward future services where refunds are not available

7.2 Limitations

We are not liable for losses caused by force majeure events. We strongly recommend purchasing comprehensive travel insurance to protect against such circumstances.

8. How to Request a Refund

To request a refund, please follow these steps:

8.1 Contact Us

Submit your refund request via email:

Email: hello@pbtravelangel.com
Subject line: Refund Request — [Your Order Number]

8.2 Include the Following Information

Your full name and email address
Order number or booking reference
Date of purchase
Product or service for which you are requesting a refund
Reason for your refund request
Any supporting documentation (if applicable)

8.3 Processing Timeframe

We will acknowledge your request within 2 business days
Refund decisions will be communicated within 7-10 business days
Approved refunds will be processed within 5-10 business days of approval

9. How Refunds Are Issued

Refunds will be issued to the original payment method used for the purchase:

Credit/Debit card: Refunded to the same card (may take 5-10 business days to appear)
PayPal: Refunded to your PayPal account
Bank transfer: Refunded to the originating account

We do not provide refunds in cash or via alternative payment methods.

10. Australian Consumer Law

This Refund Policy does not exclude, restrict, or modify any rights you may have under the Australian Consumer Law (ACL), including:

10.1 Consumer Guarantees

Under the ACL, you are entitled to certain consumer guarantees for services, including that services will be:

Provided with due care and skill
Fit for any specified purpose
Provided within a reasonable time

10.2 Major Failures

If there is a major failure in our services, you are entitled to:

Cancel the service and obtain a refund for any unused portion, or
Seek compensation for any reduction in value

10.3 Minor Failures

If there is a minor failure, we are entitled to choose to either:

Re-supply the service, or
Refund you for the affected portion of the service

For more information about your rights under Australian Consumer Law, visit: www.accc.gov.au/consumers/consumer-rights-guarantees

11. Contact Us

If you have any questions about this Refund Policy, please contact us:

Email: hello@pbtravelangel.com
Website: pbtravelangel.com
Address: Queensland, Australia

We value your business and will always endeavour to resolve any concerns in a fair and empathetic manner. Our goal is to ensure you feel confident and supported throughout your journey with PB Travel Angel.