Last updated: 7 September 2026
The rest of this page explains each of those in full. Nothing here reduces your legal rights.
PackBaby sells digital content. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a 14-day cancellation period, which starts on the day your purchase is confirmed.
We honour that full 14-day right, even if you have already generated, edited or printed a packing list. You do not have to give a reason, and you do not lose the right by using what you bought.
This applies to both a Trip Pass and a PackBaby+ subscription:
You can tell us you are cancelling in any clear way — the quickest is an email to support@packbaby.co.uk. You do not need to use a particular form of words, but it helps if you say which purchase you mean and use the email address on the account.
PackBaby+ renews automatically each year until you cancel. You can cancel at any time, and you never have to give a reason.
To cancel, email support@packbaby.co.uk from the address on your account, or tell us which address the account uses. We will confirm your cancellation by email. If you do not get a reply within two working days, please email again — we would rather hear from you twice than have you charged for a renewal you cancelled.
If you would rather cancel by stopping the payment at your bank, please tell us as well, so that we can close the subscription properly at our end.
Your rights under the Consumer Rights Act 2015 apply in addition to everything above, and are not limited by the 14-day period. Digital content must be of satisfactory quality, fit for purpose and as described, and a service must be carried out with reasonable care and skill.
So if PackBaby does not work as it should — for example you paid for a Trip Pass and the trip did not unlock, you were charged twice, or a paid feature is unavailable — tell us and you are entitled to have it put right. If we cannot repair or replace it within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction or a refund. Where the problem means you got nothing of what you paid for, that means a full refund.
If you were charged for something you did not buy, or charged twice for the same purchase, we will refund it in full as soon as we have confirmed it, and the 14-day period is not relevant.
Email support@packbaby.co.uk and include:
You do not need an order number, though including one from your Stripe receipt helps us find the payment faster.
What happens next:
We may decline a refund request if it falls outside the 14-day cancellation period and there is nothing wrong with the service, or where we have good reason to believe the request is fraudulent or abusive — for example repeatedly buying and refunding the same pass. If we decline, we will explain why in writing and tell you what you can do next.
Declining a request never removes your statutory rights, and it does not stop you taking the matter further under section 6.
Please tell us. Reply to our email or write to the postal address above, saying what you would like us to do to put it right. We take complaints seriously and we would much rather resolve one directly.
You can also get free, independent advice about your consumer rights from Advice Direct Scotland (consumeradvice.scot) if you live in Scotland, or from Citizens Advice elsewhere in the UK.
If we cannot resolve things between us, your legal rights are unaffected, and you can take the matter to court. See section 12 of our Terms & Conditions for which courts and which law apply.