Refund Policy

Last updated: September 10, 2026

All subscription payments for Itinara AI are processed by Waffo Pancake, our Merchant of Record and PCI-DSS-compliant payment processor. This policy outlines how refunds are handled for subscriptions purchased through our platform.

1. Overview

Due to the immediate delivery nature of digital services, subscription fees are generally non-refundable, subject to the exceptions described below. We understand that exceptional circumstances can arise, and we aim to handle each case fairly.

2. Subscription Refunds

2.1 Annual Plans

• Within 14 days of purchase: Full refund available, no questions asked. Applies to first-time subscribers only.
• After 14 days: No refund for the initial purchase. You may cancel future renewals at any time before the next billing date.

2.2 Monthly Plans

• Within 7 days of initial charge: Full refund available for first-time subscribers, provided usage does not exceed 10% of the plan quota.
• After 7 days: No refund for the current billing period. You may cancel at any time to prevent future charges.

2.3 Renewal Charges

Renewal charges are non-refundable once processed. To avoid a renewal charge, please cancel your subscription at least 24 hours before your renewal date.

3. Qualifying Refund Situations

Refunds may be granted in the following circumstances:

• First-Time Subscriber — 7-Day Guarantee: If within 7 days of your first charge your usage has not exceeded 10% of the plan's trip quota, you may request a full refund by contacting us
• Duplicate Charges: If a billing error resulted in duplicate charges, you are eligible for a full refund of the duplicate amount
• Verified Service Interruption: If the Service is unavailable for more than 72 continuous hours due to an issue on our side, you are eligible for a pro-rata refund or a service extension
• Billing Errors: Any charges resulting from errors in our billing system are fully refundable
• Statutory Rights: If applicable law in your jurisdiction provides a cooling-off period or revocation right (e.g., EU/UK 14-day right of withdrawal), these rights are preserved. Note: this right expires once you have used more than 10% of your plan's quota following first delivery of the Service

4. How to Request a Refund

To request a refund:

1. Email refunds@itinara.tech from your registered account email
2. Include your account email address, the transaction ID (if available), and the reason for your refund request
3. Allow 2 business days for us to confirm receipt and 5–10 business days for the refund to be processed after approval

5. Refund Processing

Approved refunds are processed by Waffo Pancake and returned to the original payment method used for the purchase. Refunds are typically completed within 5–10 business days of approval. The refund will appear on your statement as a credit from Waffo Pancake on behalf of Itinara AI.

6. Cancellation vs. Refund

Cancellation means you stop future payments and lose access to paid features at the end of your current billing period. Refund means you receive your money back for a payment already made.

You can cancel your subscription at any time through your account settings without requesting a refund. To cancel:

• Online: Account Settings → Subscription → Cancel Subscription
• Email: cancel@itinara.tech (from your registered email)

7. Chargebacks

If you dispute a charge through your bank or credit card company (chargeback):

• Your account may be suspended during the investigation
• We may terminate your account if the chargeback is upheld
• You may be responsible for chargeback fees

We encourage you to contact us directly at billing@itinara.tech before initiating a chargeback. We commit to responding within 2 business days and resolving confirmed billing errors within 5 business days.

8. Exceptional Circumstances

We understand that exceptional circumstances can occur. If you believe you have a special case, please contact us. Examples of circumstances we may consider include:

• Technical issues preventing Service use for an extended period
• Billing errors
• Unauthorized charges

9. Contact Us

For refund requests or billing questions:

• Refund Requests: refunds@itinara.tech
• Billing Inquiries: billing@itinara.tech
• Cancel Subscription: cancel@itinara.tech
• Support: support@itinara.tech