Support & Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

Overview

At Passenger.ie, we strive to provide excellent customer support and fair refund policies. Because we offer our service through multiple payment channels (Apple App Store, Stripe, and carrier billing), refund policies vary depending on how you purchased access to Passenger.ie.

This document outlines our support commitment and the specific refund procedures for each payment channel.

Customer Support

Before requesting a refund, we encourage you to contact our support team. Many issues can be resolved quickly, and we're committed to ensuring you have a positive experience with Passenger.ie.

How to Get Support

• Email: support@passenger.ie
• Support Page: passenger.ie/support
• Response Time: We aim to respond within 2 business days
• Support Hours: Monday–Friday, 9:00–17:00 (Irish time)

Apple App Store Refunds

Refund Policy

If you purchased Passenger.ie through the Apple App Store (€59 one-time purchase), all refund requests must be processed directly through Apple. Passenger.ie does not have access to App Store transactions and cannot process refunds for these purchases.

How to Request a Refund from Apple

1. Visit Apple's Report a Problem page: reportaproblem.apple.com
2. Sign in with your Apple ID
3. Find your Passenger.ie purchase
4. Select "Request a Refund"
5. Choose your reason and submit

Apple's Refund Timeframe

Apple typically processes refund requests within 48 hours, but approval is at Apple's discretion based on their refund policies.

Need Help?

If you have questions about the App Store refund process, you can:

• Contact Apple Support: support.apple.com
• Contact us for assistance navigating the process: support@passenger.ie

Stripe Payment Refunds

Payment Options

Passenger.ie offers the following Stripe payment options:

• Monthly Subscription: €4.99/month
• Annual Subscription: €49/year
• Lifetime Access: €99 one-time payment

Subscription Refunds

Monthly and Annual Subscriptions:

• You may request a refund within 14 days of your initial subscription purchase
• Renewal charges are generally not refundable, but we will consider refund requests made within 7 days of renewal on a case-by-case basis
• To avoid future charges, cancel your subscription before the next billing cycle

One-Time Payment Refunds

Lifetime Access (€99):

• Refund requests accepted within 30 days of purchase
• After 30 days, refunds are considered on a case-by-case basis for extenuating circumstances

How to Request a Stripe Refund

1. Email support@passenger.ie
2. Include:
   • Your email address used for payment
   • Date of purchase
   • Payment amount
   • Brief reason for refund request
3. We will review your request and respond within 2 business days

Cancelling Future Charges

To cancel your subscription and prevent future charges:

1. Log into your Passenger.ie account
2. Navigate to Settings → Subscription
3. Select "Cancel Subscription"
4. Or email support@passenger.ie to request cancellation

Your access will continue until the end of your current billing period.

Carrier Billing Refunds

Payment Options

Passenger.ie offers carrier billing through select mobile operators:

• Per-Booking: €5 per booking
• Monthly Subscription: €4.99/month

Refund Policy

Carrier billing refunds are managed by your mobile operator, not directly by Passenger.ie. Each carrier has its own refund policies and procedures.

How to Request a Carrier Billing Refund

1. Contact your mobile operator's customer service
2. Reference the charge from "Passenger.ie" on your mobile bill
3. Explain your refund request

Supported Carriers

Common carrier customer service contacts:

• Three Ireland: 1913 or three.ie/support
• Vodafone Ireland: 1907 or vodafone.ie/support
• Eir: 1901 or eir.ie/support

Assistance

If you need help understanding a carrier billing charge or navigating the refund process with your operator, contact us at support@passenger.ie.

Refund Exceptions

Refunds may not be granted in the following circumstances:

• Violation of Terms: If your account was terminated for violating our Terms of Service
• Fraudulent Activity: If we detect fraudulent use of the service
• Excessive Use: If you've already heavily used the service before requesting a refund (e.g., multiple bookings completed)
• Outside Refund Window: Requests made significantly outside our stated refund windows, except for extenuating circumstances

All refund decisions are made at the sole discretion of Passenger.ie or the applicable payment processor.

Refund Processing Time

Stripe Payments

• Approved refunds are processed within 5-10 business days
• The refund will appear on the original payment method used
• Bank processing may take an additional 3-5 business days

Apple App Store

• Apple typically processes refunds within 48 hours of approval
• Refunds appear on your Apple ID balance or original payment method

Carrier Billing

• Processing time varies by carrier (typically 1-2 billing cycles)
• Refunds usually appear as credits on your mobile bill

Contact Information

For all refund inquiries and support requests, please contact:

Your Rights

As a consumer in Ireland/EU, you have statutory rights under the Consumer Rights Act and EU Consumer Rights Directive. Nothing in this refund policy affects your statutory rights.

For questions about your consumer rights, visit the European Consumer Centre Ireland.