Refund and Delivery Policy
Hero Plans are personalized research services. This policy explains when work begins, what is included, and how cancellations are handled.
Delivery target
Complete paid Hero Plan and Hero Plan Pro briefs are normally delivered within two business days. The delivery period begins after Stripe confirms payment and the required intake information is complete. If we need clarification, the delivery clock may pause until the customer responds.
Cancellations before research begins
If you change your mind, email travel@collectiveatlas.com as soon as possible. A plan may be cancelled and refunded when the request is received before personalized research has begun.
After personalized work begins
Because Hero Plans are created for one family’s dates, budget, travelers, and preferences, payments are generally non-refundable after personalized research begins, except where required by law. We will still work in good faith to correct an error or address a reasonable concern within the included revision terms.
If we cannot deliver
If Collective Atlas cannot provide the purchased planning service, the customer will receive a full refund for that plan. If delivery will be materially delayed, we will contact the customer with the option to continue or request a refund.
Revisions
One reasonable clarification or revision is included when requested within seven days of delivery. A new destination, materially different travel dates, a different trip type, or a substantially changed budget or travel party may require a new plan.
Duplicate or incorrect charges
Contact us promptly if you believe you were charged more than once or purchased the wrong plan level. Include the checkout email and transaction date. Confirmed duplicate charges will be refunded.
Travel purchases
This policy applies to Collective Atlas planning fees. Flights, cruises, hotels, tickets, insurance, excursions, and other supplier purchases follow the cancellation and refund rules shown by the applicable supplier at booking.
Requesting help
Email travel@collectiveatlas.com with the checkout email, plan type, purchase date, and reason for the request. Approved refunds are returned to the original payment method; bank processing time may vary.