This policy explains how cancellation and refunds work for the Trip one-off plan and the Pro recurring subscription on WayGenie (operated by NextEraPro Ltd.). It forms part of our Terms of Service.
If anything in this policy is unclear, email team@waygenie.app before you buy and we will explain.
1. Your Statutory 14-Day Right (UK/EU Consumers)
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer based in the UK you generally have 14 days from the date of purchase to cancel a digital-content or digital-service contract and receive a full refund.
- Trip plan. By generating an AI itinerary using the Trip plan, you acknowledge that performance has commenced and that you lose your right to cancel that purchase. Until you generate the first AI itinerary, the 14-day right remains and you can request a full refund.
- Pro plan. By using any AI generation on a Pro subscription, you acknowledge that performance has commenced and that you lose the 14-day cancellation right. If you have not used any AI generation, you can cancel within 14 days for a full refund.
You always have any other statutory consumer-law rights that cannot be waived.
2. Trip Plan (One-Off Purchase)
The Trip plan is a single payment that activates one Trip-tier slot.
- No refund once any AI itinerary has been generated against the Trip slot. The AI cost is incurred immediately and is non-recoverable for us.
- Full refund within 14 days if no AI itinerary has been generated.
- After 14 days, no refund is given even if you have not generated an itinerary.
To request a Trip-plan refund, email team@waygenie.app with the subject "Trip plan refund" and the email address on your Account. We will process eligible refunds within 14 days of acceptance, back to the original payment method.
3. Pro Plan (Subscription)
Pro is billed monthly or annually in advance and renews automatically at the end of each period.
3.1 Cancelling
You can cancel Pro at any time from Settings → Billing. Cancellation:
- stops the next renewal;
- leaves you with full access until the end of the current paid period; and
- does not produce a pro-rata refund of the current period (subject to section 3.2).
3.2 14-day statutory refund
If you subscribed to Pro within the last 14 days and have not used any AI generation in that subscription, you can email team@waygenie.app with the subject "Pro 14-day cancellation" for a full refund of the most recent payment.
3.3 Annual plans: first 14 days
The same 14-day rule applies to annual subscriptions: a full refund is available within 14 days of the start of an annual term, provided no AI generation has occurred during that term.
3.4 Mid-term changes
Switching between monthly and annual Pro is handled by Stripe. Stripe will pro-rate the difference automatically; we do not issue manual refunds for plan changes.
3.5 Failed payments
If a renewal payment fails, Stripe will retry per its standard schedule (typically 3 attempts over up to 3 weeks). If all retries fail, your Account is downgraded to Free until you provide a working payment method. There is no penalty for a failed renewal.
4. Discretionary Refunds
Outside the rules above, we will consider individual requests on a case-by-case basis where there is a clear service failure on our side. For the purposes of this section, a "service failure" means a total Service outage lasting more than 24 consecutive hours. Individual AI errors, hallucinations, or inaccurate itineraries do not constitute a service failure. Email team@waygenie.app with what happened and the dates affected.
We do not refund for:
- forgetting that an annual subscription was about to renew (we send a reminder email 7 days before renewal);
- a third-party event outside our control that affected your trip plans;
- a change of mind once digital content has been delivered (subject to the statutory 14-day right above).
5. Chargebacks
You must contact us at team@waygenie.app and allow us a reasonable opportunity to resolve your concern before raising a chargeback with your card issuer. Raising a chargeback without first attempting resolution through us may result in immediate permanent termination of your Account. If you raise a chargeback that we believe is not warranted under this policy, we may suspend your Account pending the dispute outcome. A successful chargeback will result in account closure but will not erase any amount Stripe is contractually entitled to retain.
6. How Long Refunds Take
Once we accept a refund:
- the refund is issued via Stripe within 3 working days;
- it appears on your card statement in 3–10 working days depending on your bank.
We refund only to the original payment method.
7. Tax (VAT)
VAT-inclusive purchases are refunded inclusive of VAT. We will issue a corrected VAT invoice automatically through Stripe.
8. Contact
NextEraPro Ltd.
Email: team@waygenie.app