1. What you are paying for

When you buy a travel assistance service, you are paying for our work: reviewing your request, preparing it, submitting or attempting to arrange it through the channels available for your booking, following it up and reporting the outcome to you honestly.

You are not paying for a flight, a seat, a baggage allowance, lounge entry, fast track entry, an upgrade or a changed ticket. Those are supplied and controlled by airlines, airports, lounge operators and other third-party providers.

2. Travel assistance services are non-refundable

All travel assistance services purchased through this website are non-refundable. Once a service has been purchased, the service fee is non-refundable regardless of whether the underlying request is subsequently approved, declined, unavailable, changed, restricted or affected in any way by a third-party provider.

Nothing in this policy removes or restricts any statutory rights you have under UK consumer law that cannot legally be excluded.

3. Third-party outcomes

Purchasing an assistance service does not guarantee approval by an airline, airport, lounge operator, baggage provider or any other third party. Approval, eligibility and availability are outside our control.

• A request may be unsuccessful even though the assistance service has been paid for.
• Providers may change their rules, prices, availability, schedules, seat maps, baggage allowances, lounge access, upgrade eligibility or other conditions at any time.
• A decision made by a third party does not automatically create a right to a refund of our service fee.
• Any third-party fees, charges, penalties or fare differences are governed by that third party's own terms and are payable separately.

4. Personalised digital itineraries

A Custom Destination Itinerary is bespoke digital work prepared from the information you give us. By asking us to begin preparation you agree that work starts immediately.

Once the personalised itinerary has been created and supplied to you it is non-refundable, subject to any mandatory consumer rights that apply.

5. Cancelling a request

You may ask us to stop work on a request at any time by contacting us. Where we have not yet begun preparing or submitting your request, we will consider a discretionary refund of that service fee on a case-by-case basis.

Where preparation or submission has already begun, or where an itinerary has been started, the fee remains payable.

We may cancel a purchase and return the fee if we conclude we cannot reasonably attempt the request at all — for example if the service is not offered for your route, airport or booking type.

6. Before you buy

Each service page sets out what the service covers, what information we will need and the conditions that apply. Please read the relevant service description and conditions before purchasing, and contact us if anything is unclear.

Travel assistance services are provided on a non-refundable basis and are subject to third-party availability, eligibility, approval and applicable provider rules.

7. Contact

Questions about this policy can be sent to hello@trustedchoiceuk.co.uk. Please include your order reference.