Refund and Cancellation Policy

1. About Our Travel-Planning Services

At WANDERLUSTMUSTS, we provide personalised travel research and planning services to help you find, compare and organise travel options suited to your requirements. This policy explains how cancellations, refunds, revisions and changes to your travel requirements are handled. Nothing in this policy excludes, restricts or overrides your statutory consumer rights under UK law.

Find My Holiday — £39

A personalised holiday search based on your travel dates, departure airport, budget and preferences. Includes up to three flight options and three accommodation options, with links to relevant travel providers.

Plan My Holiday — £69

A more detailed personalised holiday-planning service, including the comparisons and additional recommendations described on the service page at the time of purchase.

Plan My Whole Trip — £99

Our most comprehensive personalised trip-planning service, including the research and planning components described on the service page at the time of purchase.

What Your Planning Fee Covers

Your payment covers WANDERLUSTMUSTS's personalised travel research, planning and recommendations only. It does not include flights, accommodation, activities, restaurants, transfers or any other third-party travel services.

We do not make travel bookings or collect payments for third-party travel services on your behalf. Customers review, book and pay relevant travel providers directly. The detailed package inclusions are available on our Plan My Trip page.

2. Research Turnaround and Delivery

Our standard turnaround is three to five working days after receiving your completed questionnaire and all essential travel information, provided we are authorised to begin the service. Working days exclude weekends and bank holidays in England and Wales.

This turnaround applies to delivery of your initial personalised travel plan. Included revisions are handled separately.

Research cannot begin until sufficient information has been received. If essential details are missing or clarification is required, your order may be placed on hold until you provide the necessary information.

Customers who expressly request that research begins during their statutory 14-day cancellation period can receive our standard early-start service. Where no such request has been made, research will not begin until that cancellation period has ended, and the expected delivery date will be adjusted accordingly.

3. Your Statutory 14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing our personalised planning services online normally have the right to cancel within 14 calendar days without giving a reason. The cancellation period ends 14 days after the day the service contract is entered into.

You may exercise this right by emailing us a clear statement that you wish to cancel. Where you have expressly requested that personalised research begins during the statutory cancellation period, the amount of work already supplied may affect the refund due.

Your statutory cancellation right may also end once the service has been fully performed, provided all applicable legal requirements have been met. These circumstances are explained below.

4. Cancellation Before Research Begins

If you cancel your order before substantive personalised research has begun, WANDERLUSTMUSTS will issue a full refund of your planning fee.

This includes where:

• You have paid but have not submitted your questionnaire.
• You have submitted your questionnaire, but personalised research has not yet started.
• You change your mind before substantive research begins.

Receiving an order confirmation or private questionnaire link does not, by itself, mean that personalised research has started. No cancellation or administration fee will be charged where substantive personalised research has not begun.

5. Cancellation After Personalised Research Has Begun

Our planning services are individually researched and tailored to the travel requirements supplied by each customer.

At checkout, customers wishing to receive the standard early-start service are asked to expressly request that research begins during the statutory 14-day cancellation period, and to acknowledge how full completion of the service may affect their cancellation rights.

Cancellation During the 14-Day Period

If you exercise your statutory cancellation right after expressly requesting an early start, but before the service has been fully performed, WANDERLUSTMUSTS may charge a proportionate amount for the service already supplied, where allowed by Regulation 36 of the Consumer Contracts Regulations 2013.

The calculation will reflect the proportion of the purchased service supplied before we receive your cancellation notice, using the agreed contract price or another basis required by law. We will not automatically retain the entire planning fee simply because research has started.

A proportionate charge can only be made where the relevant legal conditions have been satisfied, including the required early-start request and statutory cancellation information. Where those requirements have not been met, no charge will be made for work supplied during the cancellation period where the law prohibits such a charge.

Cancellation After the Statutory Period

Once the statutory cancellation period has expired, a change of mind does not automatically entitle you to a refund for personalised research properly supplied.

Any cancellation request will be considered in accordance with the agreed service, work already completed, applicable contractual terms and your statutory rights. We will not impose disproportionate cancellation charges or unfairly retain payment for services that have not been supplied.

6. Cancellation After Full Completion of Your Service

Where you have both expressly requested that WANDERLUSTMUSTS begins your service during the statutory 14-day cancellation period and acknowledged beforehand that you will lose your statutory cancellation right once the service has been fully performed, that statutory change-of-mind right ends once the purchased planning service has been fully performed.

For WANDERLUSTMUSTS, full performance includes delivery of the purchased personalised plan and completion of the included revision entitlement, where applicable. The revision entitlement is considered complete when the applicable revision-request window has expired without a valid request, or when all validly requested included revisions have been completed.

Once the statutory cancellation right has ended, or the applicable cancellation period has expired, a change of mind does not automatically entitle you to a refund for a properly supplied service.

This does not affect your rights where the service has not been provided with reasonable care and skill or otherwise fails to meet the requirements of UK consumer law.

7. Your Personalised Travel Questionnaire

After successful payment, customers receive a WooCommerce order confirmation and a private WANDERLUSTMUSTS questionnaire link associated with their order and purchased service.

We ask customers to complete and submit their questionnaire within 72 hours of receiving the link. It helps us understand intended destinations, travel dates, departure airport, budget, number of travellers, accommodation preferences and other relevant requirements. Customers are responsible for supplying accurate and sufficiently complete information.

Initial 72-Hour Deadline and Additional 24-Hour Grace Period

Please complete your questionnaire within 72 hours. If it has not been received, we may issue a reminder allowing an additional 24 hours and explaining that the order may be cancelled if the questionnaire remains unsubmitted.

Order Cancellation and Refund

If the questionnaire has not been submitted after that additional grace period, we may cancel your order unless an extension has been agreed. Where no substantive personalised research has begun, your planning fee will be refunded in full.

Exceptional Seven-Day Extension

In certain circumstances, WANDERLUSTMUSTS may allow an additional extension of up to seven calendar days after the initial grace period. Extensions are discretionary and must be confirmed by WANDERLUSTMUSTS. If the questionnaire remains unsubmitted by the extended deadline, we may cancel the order. Where no substantive research has begun, a full refund will be provided.

Incomplete Questionnaires

If a submitted questionnaire does not contain sufficient information for us to begin research, we may contact you for clarification and place your order on hold. We may provide a reasonable additional deadline, including up to seven calendar days where appropriate. If you do not supply the necessary information, we may cancel the order and provide the applicable refund in accordance with this policy and your statutory rights.

Repeated Misuse of Our Services

We may review and reasonably decline future orders where there is evidence of fraudulent activity, deliberate misuse of our ordering system or repeated abandoned orders. A single missed questionnaire deadline will not automatically prevent a customer from purchasing our services again. Any restriction on future purchases will not affect existing statutory rights or refunds already due.

8. Changes to Your Travel Requirements

Your personalised recommendations are prepared using the information you provide in your questionnaire. Before submitting your requirements, please ensure you are reasonably certain of your destination and travel dates, departure airport, overall budget, number of travellers, accommodation preferences and essential travel requirements.

Changes Before Research Begins

If you need to correct or amend your travel information before research begins, please contact us as soon as possible. We will endeavour to update your original requirements before beginning your personalised research.

Changes After Research Begins

Once research has begun, significant changes may require substantial additional work. These include changing to an entirely different destination, selecting a substantially different travel period or replacing your original holiday brief. Such changes are not automatically included in your purchased service or revision allowance.

Where a request falls outside the original service, WANDERLUSTMUSTS may explain the additional work and offer a separately priced service. No additional charges will be applied without your agreement, and you are under no obligation to purchase additional research. Your statutory rights remain unaffected.

Incorrect Information

Where incorrect or incomplete information supplied by a customer has already been used in personalised research, we will assess whether the required correction can reasonably be accommodated within the original service. Substantial additional research arising from customer-supplied errors may require a separate agreement.

Customers will not be charged for corrections required because of mistakes made by WANDERLUSTMUSTS or any failure to provide the purchased service with reasonable care and skill.

9. Your Included Revision Allowance

Each Plan My Trip service includes a specified allowance for revisions to your original personalised travel recommendations. The allowance depends on the service purchased.

Find My Holiday — £39

• Up to one flight revision.
• Up to one accommodation revision.

Plan My Holiday — £69

• Up to two flight revisions.
• Up to two accommodation revisions.
• Up to two travel tips revisions.
• Up to two activity recommendation revisions.

Each category has its own revision allowance. Using flight revisions does not remove remaining accommodation, travel tips or activity revisions.

Plan My Whole Trip — £99

Includes up to three revision rounds in total for your original purchased trip. These are three rounds across the entire planning service, not three revisions for every individual category.

Within each round, you may request reasonable adjustments to multiple elements of your original trip, provided those elements fall within the scope of the purchased service.

Revision Conditions

Revisions are intended to improve or adjust recommendations for your original trip, not to provide entirely separate holidays, unlimited destination changes or completely new travel plans. For example, a personalised plan for Thailand does not include complete additional holiday plans for Jamaica and Dubai.

Significant changes requiring an entirely new holiday search may fall outside your included allowance.

Your initial revision request must be submitted within 48 hours of receiving your personalised plan. Where your purchased service includes further revision rounds, instructions for submitting those requests will be provided with your revised recommendations. The 48-hour period applies to requesting the initial revisions, not necessarily completing accepted revision work.

WANDERLUSTMUSTS may decline requests that reasonably fall outside the agreed scope. Where appropriate, additional research may be offered for a separately agreed fee. No additional charge will be made without your agreement.

Statutory Rights and Corrections

Your included revisions are separate from statutory consumer rights. Repeat performance or correction required by law because the original service was not supplied properly will not count towards the included revision allowance. Statutory remedies are not restricted by the 48-hour revision-request window.

10. Unrealistic Budgets or Travel Requirements

We aim to provide relevant, realistic recommendations based on stated budget, dates and preferences. Some requirements may not be reasonably achievable, including an insufficient budget for the number of travellers, incompatible accommodation expectations, conflicting dates and destination requirements, or a lack of suitable options meeting essential criteria.

Our Right to Decline an Unworkable Request

If we believe requirements cannot reasonably be fulfilled, we may explain the situation and suggest changes to budget, destination, dates or accommodation preferences. You do not have to accept the alternatives.

If we determine we cannot reasonably fulfil the purchased planning service and no alternative is agreed, we may cancel your order and issue a full refund of the planning fee, even where an initial feasibility assessment has already been carried out. In those circumstances we will not retain a research or administration fee.

11. Duplicate Orders and Accidental Purchases

If you accidentally purchase the same planning service more than once, please contact planmytrip@wanderlustmusts.co.uk, preferably with the subject Cancellation or Refund Request and the relevant order numbers.

Where a genuine duplicate or accidental purchase is identified and substantive research has not begun on the additional order, we will issue a full refund for that order. Where work has already begun, we will review the circumstances and apply your statutory cancellation rights and other legal rights. We may also consider an appropriate goodwill resolution.

12. Third-Party Bookings and Affiliate Links

WANDERLUSTMUSTS provides personalised travel research, planning and recommendations. We do not sell flights, accommodation, activities, transfers or other travel bookings as part of your purchased planning service.

Where available, we provide links to airlines, hotels, online travel agencies, activity providers and other travel businesses. You are responsible for reviewing providers' prices, availability and booking terms before purchasing. Any booking you choose to make is a separate transaction with the relevant provider, which is responsible for supplying its travel service and handling booking amendments, cancellations and refunds, subject to applicable law.

Affiliate Link Disclosure

The majority of booking links included in our personalised recommendations are affiliate links. This means WANDERLUSTMUSTS may earn a commission when a qualifying booking or purchase is made through those links. Certain restaurants, attractions and local suggestions may not contain affiliate links.

Your planning fee is separate from any affiliate commission. You are free to compare and book with whichever provider you prefer. Affiliate advertising will be identified within recommendations so that relevant commercial links are clear. Our affiliate relationships do not remove or reduce your statutory rights relating to our planning service.

13. Third-Party Travel Prices and Availability

Flight prices, accommodation rates, activities and other travel services are controlled by relevant providers and may change at any time. We research options using information available during the research process, but cannot guarantee prices, offers or availability will remain unchanged once recommendations have been delivered.

Check final prices, availability and booking conditions directly with the relevant provider. An increase in a third-party price or an option becoming unavailable after recommendations are delivered does not, by itself, entitle you to a refund of our planning fee where our service was properly supplied.

Your rights remain unaffected where the research was not performed with reasonable care and skill, contained relevant errors or otherwise failed to meet the agreed purchased service.

14. If WANDERLUSTMUSTS Cancels Your Order

We may be unable to provide a purchased service due to unworkable requirements, operational difficulties or other reasonable circumstances affecting our ability to deliver the agreed service. Where appropriate, we will explain the situation and discuss alternatives.

If we decide not to proceed with the purchased service, we will cancel your order and issue a full refund of the planning fee, initiating that refund without undue delay, normally within 14 days of confirming cancellation.

We will not substitute a materially different service without your agreement. This does not limit any additional remedies available under applicable consumer law.

15. If Your Planning Service Is Not Provided Properly

Under the Consumer Rights Act 2015, WANDERLUSTMUSTS must provide personalised planning services with reasonable care and skill. They must also meet applicable contractual requirements, including relevant pre-purchase descriptions and information.

If you believe your service was not supplied properly, contact us and explain the issue. Depending on the circumstances, statutory remedies may include repeat performance or correction at no additional charge, an appropriate price reduction, a partial or full refund where required by law, and other applicable legal remedies.

Where repeat performance is required by law, it must be provided within a reasonable time and without significant inconvenience. You will not be required to use included discretionary revisions for corrections we are legally required to make. Expiry of the revision window or exhaustion of the allowance does not remove your statutory rights.

16. How to Request a Cancellation or Refund

To request a cancellation or refund, email planmytrip@wanderlustmusts.co.uk with the subject Cancellation or Refund Request.

Where available, include your order number, the name of your purchased planning service and a clear statement that you wish to cancel or request a refund. If you are exercising your statutory cancellation right, you do not need to provide a reason.

If your request concerns a problem with the service, explain the issue so we can investigate and assess the appropriate remedy. You may exercise your statutory cancellation right by sending a clear statement; you are not required to complete a particular cancellation form.

17. How Refunds Are Processed

Where a refund is due following a valid statutory cancellation, we will reimburse the applicable amount without undue delay and within 14 days after receiving your cancellation notice, subject to any legally permitted proportionate charge for services already supplied.

Where a price reduction is due under the Consumer Rights Act 2015, the refund will be issued without undue delay and within 14 days beginning with the day we agree you are entitled to it.

Refunds will be returned to the original payment method unless you expressly agree otherwise. We do not impose administration or refund-processing fees on statutory refunds. Payment providers may take additional time to show the refunded amount after processing.

18. Goodwill Refunds

Where a statutory refund is not due, we may consider a goodwill refund or alternative resolution at our discretion, taking account of the circumstances, the nature of the request and personalised work already supplied.

Goodwill refunds are separate from statutory rights and do not replace or restrict any UK consumer-law remedy.

19. Your Statutory Consumer Rights

Nothing in this Refund and Cancellation Policy excludes, limits or overrides your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, or other applicable UK consumer protection legislation.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable law takes precedence. Read our Terms and Conditions for further information about our services and our Privacy Policy for information about personal data.

For Plan My Trip enquiries, cancellation requests or refunds, email planmytrip@wanderlustmusts.co.uk using Cancellation or Refund Request as the subject.