Refund Policy
Platform 11 — Refund Policy
Last updated: Nov 1, 2026 ·
We want you to be happy with your Platform 11 purchase. This policy explains when you can get a refund and how to ask for one. It forms part of our Terms and Conditions and does not affect your legal rights as a consumer.
Digital Guides (Tier 1 and Tier 2)
Guides are digital downloads. At checkout you agree that your Guide is made available straight away, and that you lose the right to cancel once you download or open it. This is permitted under the Consumer Contracts Regulations 2013.
If you bought a Guide but have not downloaded it, you can cancel for a full refund within 14 days of purchase.
Bespoke Service (Tier 3)
You can cancel within 14 days of ordering. If we have not started your plan, you get a full refund. If you asked us to start within those 14 days, we deduct a fair amount for the work already done and refund the rest.
Once your plan is fully delivered, it cannot be refunded for a change of mind. Your price includes 2 rounds of changes within 14 days of delivery, so let us know if anything needs adjusting.
Faulty or incorrect products
If your Guide won't open, is missing pages, is the wrong route, or isn't as described, contact us within 30 days. We will send a corrected copy. If we can't fix it, we will give you a full or partial refund.
What we can't refund
A Guide that has been downloaded, if the reason is a change of mind.
A delivered Bespoke plan, if the reason is a change of mind.
Changes to timetables, fares, pass prices or opening hours after we prepared your Guide or plan. This information changes often, which is why we ask you to check it before you travel.
Trips that are cancelled or changed because of strikes, weather, illness or other events outside our control.
Tickets, passes, hotels or activities you booked with other companies. We don't sell these, so refunds come from the company you booked with, under their own terms.
How to request a refund
Email travel@platform11.co.uk with your name, order number, the product you bought and the reason for your request.
If something is faulty, tell us what is wrong. A screenshot helps.
We will reply within 5 working days.
If your refund is approved, we pay it back to your original payment method within 14 days. Your bank may take a few more days to show it.
Contact
Platform 11, 136 Rockbourne Road, Hook, Hampshire, United Kingdom
Email: travel@platform11.co.uk · Website: www.platform11.co.uk