Refund & Cancellation Policy

At Wayheld, we believe human relationships should be built on clarity, respect, and mutual goodwill. That philosophy extends directly to our billing practices. We do not engage in hidden traps, unexpected renewals, or convoluted cancellation hurdles.

This Refund and Cancellation Policy outlines your rights and our obligations regarding purchases made on wayheld.com.

1. Self-Serve Instant Cancellation: You may cancel your monthly Ongoing Companion membership ($9.99/mo) at any time. Simply navigate to Dashboard > Billingand select “Manage Subscription” to open the Stripe Customer Portal.

2. Access Through the End of Billing Cycle: When you cancel your subscription, you will retain full member privileges (unlimited drafts, active journey refinement, companion intelligence) until the end of your current paid billing period. You will not be charged again.

3. Initial 14-Day Refund Window: If you signed up for an Ongoing Companion membership and did not utilize any AI journey generations, you may request a 100% refund of your initial subscription fee within 14 days of your first charge by contacting billing@wayheld.com.

Our Pay-Per-Trip option grants 1 point for full multi-day journey composition, 5 refinements, and 30 days of active shaping.

Satisfaction & Defect Guarantee: If our AI engine suffers a critical hallucination, severe routing error, or unresolvable technical fault that prevents you from obtaining a viable itinerary, and our team cannot rectify it within 48 hours, we will either reissue fresh journey points or issue a full cash refund to your original payment method upon request.

Wayheld features an automated, append-only point ledger that protects travelers against lost compute credits:

• Atomic Deductions: Points are only finalized once a valid, structured itinerary response is received from our AI models.
• Instant Failure Reversal: In the rare event of an API timeout, stream disruption, or server failure during generation, the deducted point is immediately credited back to your wallet with a recorded `REFUND` ledger transaction.
• Unused Points: Points granted with your plan do not expire as long as your account remains open.

To request a refund under the eligible criteria outlined above:

1. Send an email to billing@wayheld.com from the email address associated with your Wayheld account.
2. Include your account name, invoice number (found on your receipt or in Dashboard > Billing), and a brief explanation of your request.
3. Our support concierge will review your request and reply within 1–2 business days.

Approved refunds are processed via Stripe directly back to your original payment card within 5–10 business days, depending on your bank or credit card issuer.

We encourage travelers to reach out directly to our support team before initiating a chargeback through their credit card provider. We are committed to resolving all billing inquiries fairly and expeditiously.

In cases of suspected account fraud or unauthorized card use, please alert both your bank and our security team immediately at security@wayheld.com so we can freeze the account and reverse unauthorized charges.

For any questions concerning your plan, subscription status, receipts, or billing history, please contact:

Wayheld Billing & Member Care
Email: billing@wayheld.com
Help Desk: Contact Help Centre