Refund policy

What you can get back, and when.

Northcliff Journeys · Effective: 9 August 2026 · Version 1.1

1. What this policy covers

1. This policy applies to every guide bought through this site, and forms part of the terms.
2. Where anything here conflicts with the terms, this policy wins on refunds.
3. Nothing here takes away any right that mandatory Dutch or EU consumer law gives you.

2. Before your guide is delivered

1. You can cancel at any point before your guide is delivered and get everything you paid back. No reason needed.
2. This applies whether or not we have started researching, and whether or not you have sent us your questionnaire.
3. Delivery means the moment we send you the link to your full guide. The preview page is not delivery.

3. The seven days after delivery

1. For seven days from the moment your guide is delivered, you can ask for your money back in full, for any reason or none.
2. You are not required to explain the decision, and we will not ask you to argue for it.
3. Your guide stays online for 14 days from the day we confirm the refund, so a trip already under way is not cut off. After that it is deleted.
4. After those seven days the work is final. The research was done for your family, your dates and your accommodation, and it cannot be sold to anybody else.
5. If we deliver late against the date we confirmed by email, the seven days run from actual delivery, not from the date we promised.

4. If your questionnaire never arrives

1. Nothing starts until your questionnaire reaches us, so if you never send it, nothing has been built and section 2 applies. Ask and we refund you in full.
2. That right runs for 12 months from the date you paid. After 12 months with no questionnaire and no contact from you, the order is treated as complete and no refund is due.
3. We will write to the email address on the order before that point.

5. If we cannot do the work

1. If we decline your order, or find we cannot research your trip properly, or cannot make your dates, we refund you in full without you having to ask.
2. If your trip is closer than the ten days we need, tell us before you pay and we will say honestly whether we can make it. If we take the order and then cannot, you get everything back.

6. If you paid for the wrong tier

1. Pay for a bigger tier than your trip needs and we refund the difference without waiting for you to ask.
2. Pay for a smaller one and we will tell you before we start, and give you the choice of paying the difference or narrowing the trip. We will not start and then send you a bill you did not agree to.

7. Your statutory right to withdraw

1. Consumers normally have 14 days to withdraw from a distance contract without giving a reason (Article 6:230o CC).
2. That right does not survive a personalized guide, for two reasons the law provides for. The guide is made to your specification and to nobody else's (Article 6:230p sub f CC), and by sending us your questionnaire you ask us to begin at once and accept that the right ends once we have (Article 6:230p sub d CC).
3. We are not going to claim this policy is longer than the statutory window, because it is not. Your guide arrives 3 to 5 days after your questionnaire reaches us, so the whole of section 2 and section 3 will usually be over inside 14 days. What this policy does instead is cover the part the statutory right never reaches. That right dies the moment we start work at your request. Ours carries on for a week after the work is finished and the guide is in your hands, which is the only week in which you can actually judge it.
4. Products that are not personalized, such as an off-the-shelf destination kit, carry the full statutory 14 day right of withdrawal from the day you receive them, and nothing in this policy shortens it.

8. How to ask, and how long it takes

1. Write to hello@northcliffjourneys.com from the address on your order and say you want a refund. That is the whole process. There is no form.
2. We confirm within 5 working days and issue the refund within 10 working days of confirming.
3. Refunds go back through Stripe to the card that paid. How long it then takes to appear is your bank's business, usually 5 to 10 days.
4. You get the full amount you paid. We do not deduct a fee, and we do not deduct anything for work already done.

9. What a refund does not cover

1. Anything you spent on the trip itself. Flights, accommodation, tickets, entry fees, meals, tours and transport are between you and whoever you booked them with.
2. Money lost at a place we suggested. Every place in a guide is an independent business we have no relationship with, and section 11 of the terms sets out what that means: if it is shut on the day, full, sold out, changed its prices, or refuses you entry after you have paid, that is between you and them.
3. The cost of anything that goes wrong at or on the way to a place, including illness, an allergic reaction, an accident or an injury. Section 11 of the terms explains why allergen information has to be checked with the venue itself.
4. A trip you cancelled. If your travel plans fall through, the pre-trip refresh covers a change of dates to the same destination at no charge, and a different destination is a new guide we credit what you paid toward.

Section 17 of the terms sets the overall limit on what we are liable for, and none of it is affected by whether you asked for a refund.

10. Contact

Northcliff Journeys, a business line of Northcliff AI, a registered trading name of Spark GTM Consulting.
Amsterdam, the Netherlands · KvK: 90876385
hello@northcliffjourneys.com