Ask us first
Email support@platix.io with the email address on your account and which trip is affected. Most problems are faster to fix directly than through your bank.
Refunds
You can request a refund within 14 days of purchase. We refund purchases that are duplicated, that materially misdescribe what was delivered, or that failed to deliver access.
We may decline a request that is abusive, repeated, or made after the trip's content has substantially been copied or used.
If you are a consumer in the EU, UK, or elsewhere with a statutory right to withdraw from a distance purchase, note that premium trips are delivered immediately: at checkout you request immediate access and give up the statutory withdrawal right. This does not affect your rights if the content is faulty, not as described, or not fit for purpose. See the Terms of Service for the exact wording.
What happens after a refund
Access to that trip ends. A private copy you already forked stays in your account for your own use — it remains private and cannot be sold.
The trip unlocked but looks wrong
If you can see the trip but something seems missing or broken, contact support before requesting a refund — this is usually a display problem we can fix while you keep the trip.
The information is out of date
Check the trip's updates feed first; creators post changes there. Travel details going stale over time is normal and not by itself grounds for a refund. Content that was already wrong when you bought it is — tell us what you found.
Contact us before opening a payment dispute
Opening a dispute with your bank may suspend access to the trip while the dispute is reviewed. Contact us first when possible so we can investigate the purchase and try to resolve the problem directly.