Digital products

Trip Pack, Annual and extra pet places are digital purchases. Access is provided after payment is confirmed. They are not physical goods or transport services. Purchases are normally non-refundable once used, subject to the review grounds below and applicable law.

When you can request a review

Contact us within 14 days of payment if:

  • You were charged more than once for the same purchase.
  • The purchase is completely unused.
  • An error in our rules affected the planning product you bought.

We review requests case by case. A request is not an automatic refund guarantee. Use may include creating or using a plan, opening a pack under Annual, or downloading paid documents. We assess the transaction and relevant activity rather than treating a sign-in alone as proof of use.

A change of mind after use, canceled travel, an airline's decision or a failure to meet an official requirement does not normally qualify. If our rules were wrong, tell us even if you already used the pack. These exclusions do not remove remedies required by applicable law.

How to contact us

Email support@collarpass.com from your purchasing account email. Include the order reference, purchase date and a short explanation. For a rule error, include the affected step and official source if you have it. Do not send full card numbers, security codes, passport copies or unrelated medical records.

We reply within 3 business days. That is a response target, not a promise that the review or the payment provider's processing will be complete within that time.

Payment-provider process

Waffo processes payments. Its standard refund-request window for one-time purchases is 14 days after payment; after that window, its standard refund ticket process is not available. This does not remove statutory rights or prevent you from contacting us about an issue.

If a refund is approved, it is processed through the payment provider to the original payment method, subject to the provider's supported process. Timing depends on the provider and your bank. Access or pet places associated with a refunded purchase may be withdrawn as part of that refund; your other purchases are not automatically refunded.

Immediate delivery and withdrawal

Before payment, all buyers actively request immediate digital supply and acknowledge losing any applicable 14-day withdrawal right when supply starts, to the extent permitted by law. That acknowledgment does not cancel the case-by-case refund policy on this page or any non-waivable consumer rights.

If applicable law gives you rights beyond this policy, those rights take priority. Contact support@collarpass.com if you need help.