Last updated: October 19, 2026
This policy explains the commercial cancellation, refund and revision options for LOCLYX custom digital itinerary planning. It forms part of our Terms of Service. Mandatory consumer rights that apply to your order remain unaffected.
1. Nature of the service
We research and prepare a written itinerary around your brief and deliver it digitally within 48 hours of successful payment. The planning fee does not include flights, hotels, tickets, guides or other travel bookings. You make and pay for those separately.
Our commercial policy normally treats a delivered custom itinerary as final, subject to the refund scenarios below and applicable mandatory rights. Placing an order, accepting these policies or starting preparation does not by itself waive a statutory cancellation or withdrawal right. Any legally required express consent, acknowledgement and confirmation must meet the rules applicable to that order.
2. Included revisions
Each order includes up to three rounds of revisions within the original trip scope. Submit your request in My LOCLYX before the exact deadline shown there. The deadline is the start (00:00) of your home-origin departure date; for a departure country spanning time zones, the earliest possible start of that date applies. Existing orders with a confirmed exact departure-airport time zone keep their recorded deadline.
Submitting a valid request uses one revision. A request submitted before the deadline remains eligible for delivery within 48 hours of submission, even when the deadline passes while it is being completed. The deadline closes new requests and expires unused allowance; it does not cancel a timely request already received.
Revisions may adjust hotels, attractions, meals, daily timing, practical details or routing within the same trip. A new destination, substantially longer trip or unrelated trip concept may require a new order.
3. Refund eligibility
A full refund is available if we fail to deliver within 48 hours without prior notice, deliver no meaningful itinerary, or leave your order unfulfilled because of a technical or processing error. Section 6 explains the choice available after an unnotified late delivery.
Subject to mandatory consumer rights, changing your mind after a meaningful itinerary has been delivered, using all included revisions, or preferring a refund to an available within-scope revision does not itself create an additional commercial refund entitlement.
Approved refunds are returned to the original payment method in the original currency. They are typically processed within 5–10 business days of approval; the payment provider or bank controls when the funds appear in your account.
4. Revision and remedy
Tell us which parts of the delivered plan do not match your original brief. Where the issue can be addressed within the included revision scope, we will use that process to improve the written plan. This does not remove any remedy required by applicable consumer law.
5. Cancellation before work starts
Our commercial full-refund cancellation option requires all three conditions: request within two hours of purchase, planning work has not started, and no planner has been assigned. Contact us promptly at info@loclyx.com with your order reference. If these conditions are not met, any applicable mandatory cancellation or withdrawal rights still apply.
6. Late or missing delivery
If your initial itinerary has not arrived within 48 hours, contact us so we can check delivery and access. If we missed the deadline without notifying you in advance, you may choose a full refund or continue with an agreed discount. The choice is yours.
7. Payment concerns and disputes
Please contact us about an order concern so we can review it with you. You retain any good-faith dispute, chargeback and consumer rights available through your bank, payment provider or applicable law. Exercising those rights does not automatically forfeit your included revisions. We may respond to a dispute with relevant order, delivery and communication records; a refunded or cancelled order is no longer eligible for further delivery.
8. Download access
A protected download link is valid for seven days. Each published itinerary version allows up to five successful downloads in total; opening a fresh link or resending the delivery email does not reset that allowance. A newly published revised PDF receives its own five-download allowance. Sign in to My LOCLYX to access the current version, or contact us if you need help.
9. Policy changes
The policy version published at the time of your order applies to that order. We may update the published policy for future orders, subject to applicable mandatory law.
10. Contact and response times
For cancellations, revisions or refunds, use our Contact page or info@loclyx.com. Email, policy and order inquiries normally receive an initial reply within 24 hours. For complex order concerns or disputes, we provide a substantive response within five business days; if investigation continues, that response explains progress and the next step. These are response times, not a promise of resolution within those periods.