Refund & Cancellation Policy

This policy applies to every order placed with ReservationPoints.com. It sets out the situations in which we return your money, the situations in which we do not, and what we do instead when a refund is not the right remedy. It forms part of our Terms of Service, and it also covers chargebacks and card disputes, in sections 17 to 25.

Most policies of this kind are written to be difficult. This one names the unfavourable parts out loud, in the same size type as the favourable ones, because you should find out where you stand before you pay rather than afterwards.

You are paying us for work, not for a fare and not for a room. The fee covers sourcing an appropriate routing or property, placing and confirming a genuine booking in a live system, formatting the confirmation and delivering it inside the speed you selected. On a written document it covers the drafting itself.

That distinction decides most refund questions. No airline fare has been paid and no room charge has been settled, so there is nothing for a supplier to return to us. The work is done at the moment the document is issued, which is the moment the fee is earned.

What we can do for you after delivery depends entirely on who is holding the document. This table is the short version of the whole policy.

Where a section below names one family, it applies only to that family. Where it names neither, it applies to both.

You may cancel and receive a full refund at any time before we begin preparing your order. No reason is needed and no fee is deducted. Email us, or reply to your order confirmation, and say you want to cancel.

Speed matters here, because the window is exactly as long as it takes us to start:

Each of the following gets your money back in full. You do not need to argue any of them.

• Nothing was delivered. Your order did not arrive and we cannot deliver it.
• The reference will not retrieve. A booking reference that cannot be looked up on the carrier’s or the property’s own channels while its validity window is still open, and we cannot replace it.
• You were charged twice. A duplicate or double charge for a single order. We return the extra charge as soon as we can see it.
• Payment taken, no order created. A technical failure took your money without producing an order.
• We made a material error we cannot fix. Our mistake, on our side, that we are unable to put right.
• You cancelled before we started. Section 4.
• We declined or cancelled the order. Any order we decline or cancel before delivery.
• Something genuinely stopped us. An event outside anyone’s control that prevents delivery for an unreasonable length of time.

Sometimes the fair answer is some of the money rather than all of it. Three cases:

We were late, and it was our fault

If our own delay pushed an order materially past the typical delivery time for the speed you paid for, we refund the difference between that speed and the speed we actually achieved. If you paid for Super Fast and it arrived on a Standard timeline because of us, you get the upgrade back.

One item of several failed

Where an order covers more than one document or more than one traveller and part of it was delivered properly, we refund the part that failed rather than the whole order.

A bundle item could not be delivered

Where a document inside a discounted bundle cannot be delivered, we refund that item at its share of the bundle price, not at its standalone price. The discount was consideration for the bundle, so it is applied proportionately.

• ×A visa refusal, an entry refusal or denied boarding. Those decisions belong to an embassy, an airline or a border officer. We sell the document, not the decision. See section 11.
• ×A change of mind. A cancelled trip, a changed destination or a decision not to travel, after the document has been issued.
• ×Details you supplied that were wrong. A misspelled name, a wrong date, the wrong airport or the wrong property. We build exactly what you type.
• ×A document that expired unused. The validity window you chose ran out before you submitted. Expiry is the design, not a defect.
• ×A delivery upgrade that was honoured. You paid for a faster speed and the document arrived inside that estimate.
• ×Non-receipt we can fix. A document that reached your spam folder, a full mailbox or a mistyped address, where we have offered to resend and you have not let us.
• ×A document you decided not to submit. It was delivered and it was correct. What you did with it afterwards is yours.
• ×A preference you never told us about. A formatting or wording choice that was never part of the order.
• ×Bank conversion charges. Foreign transaction fees and exchange rates set by your card issuer. We never receive them and cannot return them.

The window you paid for

A reservation document is held for the window selected at checkout: 48 hours from issue as standard, or up to 7 days where you paid to extend it. Those are the only two windows we sell. When the window closes the supplier releases the hold automatically, and that is the end of the document’s life.

If the supplier releases it early

Airlines and properties manage their own inventory and can shorten, requeue, reprice or cancel a hold without warning either of us. If that happens before the window you paid for has run, tell us inside that window and we will issue an equivalent booking without further charge, or refund you if an equivalent is genuinely unavailable. You paid for a window and you are entitled to it.

If the airline changes the flight

If the carrier cancels the flight, alters the schedule, changes the flight number or withdraws the route while your hold is live, contact us inside the window and we will reissue on the nearest equivalent routing without further charge. The remedy is a rebuild, not a refund: what you bought was a usable hold, and a usable hold is what you get.

A reservation document lives in a supplier’s system rather than ours, so there is no file for us to open and edit. Any change means building a fresh booking. That single fact produces the rule below, and it is the same rule for every reservation product we sell.

What Can Be Corrected

Tell us and we will confirm what is possible on your particular booking. In practice the list runs to:

How to ask

Reply to your delivery email, or write to [email protected], quoting your Order Reference Number and the exact change you need, while the validity window is still open. Where a change is chargeable we quote it first and wait for your go-ahead. We will never take a further payment without asking.

The visa cover letter and the travel plan are different in kind. We write them from the answers you give us, which means we can genuinely open the file and change it. So before a refund is ever on the table, the remedy is a revision, and you already own some.

What counts as a revision

• Correcting a name, a date, an address or any other detail.
• Adjusting the travel dates, the cities or the order they appear in.
• Changing the addressee, the consulate or the visa category the letter is written to.
• Tightening, lengthening or restructuring the wording.
• Adding or removing a paragraph, a day or a section.
• Anything at all that we got wrong. Our own mistakes are put right at our cost and are never counted against your two rounds.

What counts as a new order

• ×A document for a different applicant.
• ×A different destination country or visa category, where the letter has to be written afresh.
• ×A different trip, rather than a change to the trip you ordered for.
• ×A complete rewrite for a second application after a first one closed.

How to ask

Reply to your delivery email within 14 days, quoting your Order Reference Number, and put everything you want changed in a single message. One consolidated list is one round; a stream of separate one-line requests burns through your rounds and slows everyone down. Revisions beyond those included are quoted before any work starts.

The free generator

The cover letter generator shows you a watermarked letter free of charge. There is nothing to refund on a free preview, and no revision entitlement attaches to one, because you can change your answers and regenerate as often as you like. The two revisions begin once you have upgraded.

A visa is granted or refused by the authority handling your application. Boarding is permitted or denied by the airline. Entry is permitted or denied by a border officer. None of these people work for us and none of them consult us.

So a refusal is not a ground for a refund. We sold you a document and we delivered it. We did not sell you an outcome, and any supplier who tells you they can is selling something they do not control.

If you have been charged more than once for one order, tell us and we will return the extra charge without argument. You do not need to prove anything: we can see the payment record.

A charge you do not recognise

Check the descriptor on your statement against your order confirmation before assuming anything is wrong. Family members order on each other’s cards, and a pending authorisation can look like a second charge until it settles. If it still looks wrong, send us the date, the amount and the last four digits of the card, and we will trace it the same day.

Email [email protected] from the address on the order, and include:

• Your Order Reference Number.
• The email address the order was placed with, if it differs.
• What went wrong, in a sentence or two.
• Anything that supports it: a screenshot, the delivery email, a payment receipt, or a refusal notice where one applies.

Ask within 30 days of the order date. We will look at a later request, but evidence on both sides gets thinner with time and payment providers close their own windows.

A refund request is a person reading your order file, not a form being scored. The sequence is:

1. 1We acknowledge within 24 hours: so you know it has been received and by whom.
2. 2We check the record: the order, what was delivered, when, the delivery log, and the supplier response where one is relevant.
3. 3We decide within 5 working days: and usually much sooner. Complex cases take longer and we tell you if yours is one.
4. 4We give you the reason: whichever way it goes. A refusal comes with an explanation and, where there is one, the remedy we can offer instead.

If you disagree with the outcome, reply and ask for it to be reviewed. A second person looks at the file from the beginning.

Refunds go back to the original payment method only. We cannot send money to a different card, a bank account or a wallet, and we will not be persuaded to: that restriction is what stops a stolen card being cashed out through a refund.

Once we approve a refund we release it the same working day. After that the timing belongs to the banks:

Currency conversion is set by your issuer. A refund is converted at the rate on the day it is processed, not the rate on the day you paid, so a small difference either way is normal and is not something we can control.

Work through this before assuming it has gone missing. It almost never has.

1. 1Check the original card statement: not your current balance. A refund posts against the statement the charge appeared on, which may be a closed one.
2. 2Allow a full billing cycle: some issuers batch refunds and only surface them when the next statement is produced.
3. 3Check the card is still open: a refund to a cancelled or replaced card is routed by your bank to the replacement account, which adds time.
4. 4Then come back to us: with the date and the amount. We will send you the acquirer reference, which is the number your bank needs in order to find it.

A chargeback is a forced reversal of a card payment, raised through your bank rather than through us. Your bank pulls the money back, we are asked to evidence the charge, and the card scheme decides who is right. It exists to protect cardholders from fraud and from merchants who take money and deliver nothing, and for those purposes we support it entirely.

It is the wrong tool for a document that needs a correction, an order running late, or a decision that did not go your way. Those have remedies on this page that are faster and better for you.

Sections 18 to 25 set out exactly which disputes we accept without argument, which we contest, the evidence we submit, and what a contested dispute costs. Nothing in them overrides this policy: if a refund is due under sections 5 or 6, it is due whether or not you raised a dispute first.

Some disputes are correct, and we do not fight a correct dispute. Where any of the following is the real reason, we accept the chargeback, we do not re-present it, and no administration fee applies.

• Your card was used without permission. Genuine third-party fraud. Tell your bank, and tell us so we can block the order and preserve the evidence for your case.
• You were charged twice. A duplicate charge for one order. Come to us and we simply refund it, but if you have already disputed it, we accept.
• Nothing was ever delivered. Where we failed to deliver and could not put it right.
• We agreed a refund and it did not arrive. If we owe you money and it has genuinely not reached you, that is not a dispute we would ever contest.
• A charge you never authorised at all. Including a payment taken by a technical failure that produced no order.

The grounds we contest, and why each one is not a chargeback matter:

• ×A visa refusal or an entry refusal. We sold a document, not a decision. Section 11 says so, and it said so before you paid.
• ×A change of mind, or a cancelled trip. The work was done and the document was delivered. That is not a failure of service.
• ×Details you supplied that were wrong. We build exactly what you type, and the confirmation email repeats it all back before we start.
• ×A document that expired unused. Reservation documents are held for the window you chose, 48 hours or up to 7 days. Expiry is the design and is stated at checkout.
• דNot as described”, where it matched the order. A preference you never told us about is not a description you were given.
• ×Non-delivery, where our log shows delivery. Particularly where we offered to resend and had no reply.
• ×A dispute raised without contacting us at all. Where support was never given a chance, the record shows it, and we say so.

Every order generates a complete audit trail as a matter of routine. When a dispute is contested we compile it and send it to the card scheme.

This evidence is kept for 24 months from the dispute closing, because card schemes allow re-presentment within that period. Our Privacy Policy says what happens to it afterwards.

A dispute raised by the genuine cardholder against a genuine, delivered order has a name in the payments industry: first-party misuse, or friendly fraud. It is the most common form of card fraud there is, and it is not a grey area.

Claiming a service was never received when the delivery log shows otherwise, or that a charge was unauthorised when the order was placed from your own device and address, is a false statement made to a bank. Card schemes treat it as fraud and so do we.

A chargeback costs us a scheme fee whether we win or lose it, plus the staff time to assemble and submit evidence. Where a dispute is raised against an order we delivered as described, and it is resolved in our favour, we may charge an administration fee of up to £50 to cover that cost.

We may also recover the scheme fees themselves and any reasonable costs of recovery, and where a debt remains unpaid we may refer it to a collections agent.

Where a dispute is resolved in our favour, or where we conclude one was raised in bad faith, we may:

• Decline further orders from you, from the same card, or from the same email address.
• Require payment by a method that cannot be reversed before accepting a future order.
• Cancel any live order associated with the disputed payment, without refund.
• Keep the dispute record for as long as the card scheme rules allow re-presentment.

A restriction is not permanent by default. If you believe one was applied unfairly, write to us and say so, and a person will look at it.

If you raised a dispute and then realised the problem had another answer, this is easy to undo and there is no hard feeling in it.

1. 1Call your bank: and say you wish to withdraw the dispute. Only the cardholder can do this. We cannot withdraw it for you.
2. 2Ask for it in writing: an email or a reference number confirming the withdrawal.
3. 3Send it to us: with your Order Reference Number. We will resume work on the order and pick up where we left off.

Roughly what to expect once a dispute is open. The card scheme sets these, not us.

That last row is the whole argument of these sections, set out as a number.

We update this policy as the service changes, and the current version always sits on this page with the date it took effect. The version in force when you placed an order governs that order, so a later change can never be applied backwards to a deal already done.

Always quote your Order Reference Number. It is the fastest way to get a useful answer instead of a request for more information.