Refund policy

For a single reservation, we ask the airline first and only take payment once it has held the seat. You pay nothing if:

• the airline won’t hold the flight you picked;
• you don’t finish paying, in which case the hold is released.

In these cases we start the refund ourselves and email you.

• The hold lapses before your itinerary is ready. We check the reservation with the airline once more before we send it. If it’s no longer held, you get everything back and no itinerary is issued.
• The airline won’t hold your flight again, and you don’t pick another. If that happens before your time is up, we email you a link to choose another flight on the same route at no cost. If you don’t take one, you get back everything you paid, including any extra for 7 or 14 days.

• The airline can’t find your booking. If the airline can’t find your current booking code while your reservation should be live, you get a full refund.
• We charged you by mistake, for example twice for the same order. We refund the extra charge in full.

• Cancel any time from your account, and keep the plan until the end of the month you’ve paid for. We don’t refund part-months.
• If you placed no reservations in a month, we refund that month in full if you ask within 14 days of the charge.
• Reservations under the plan carry no separate charge, so they aren’t refunded one by one. If one stops working, book another from your account.

• a visa, entry or boarding being refused;
• someone checking a booking code after it was replaced by a newer one, which we will have emailed you;
• a change of plans after the reservation reached you;
• names, date of birth or sex entered differently from the passport;
• the reservation ending when the time you chose is up;
• a reservation used in a way the terms don’t allow.

If you live in the UK or the EU, you normally have 14 days to cancel a contract for a service. When you book, you ask us to place the reservation straight away, and you agree that once it has been delivered you can’t cancel it for a refund. The refunds above still apply.

If you chose 7 or 14 days, you can cancel before the time is up. We then release the reservation and refund the extra you paid for the days left.

For Unlimited, if you cancel within 14 days of first subscribing and haven’t placed a reservation, you get the month back in full.

Refunds go back to the card or wallet you paid with, through Stripe, in US dollars. We start the ones we owe you automatically straight away, and the ones you ask for once we’ve checked the details. Banks usually take 5 to 10 working days to show a refund. If your card is in another currency, your bank’s exchange rate may make the amount differ slightly from what you paid.

Write to support@onwardproof.io with your order reference. It looks like K7Q3-M9TD and is on your order page and in our emails. Tell us what happened.

Please write to us before you dispute a charge with your bank. It’s quicker for you, and the refund is the same.