Last updated: October 4, 2026
We sell two types of products, and each has a different refund approach.
The Award Travel Playbook (ebook)
Because this is a digital product delivered instantly after purchase, all sales are final once the file has been downloaded. We’re not able to offer refunds for change-of-mind purchases on digital goods that have already been delivered.
If you experience a genuine technical problem — the file won’t open, the download link failed, or you received the wrong file — contact us at support@therewardlab.com and we’ll fix it or resend it at no charge. This is a delivery guarantee, not a satisfaction refund: we’ll make sure you can actually access what you paid for.
Award Flight Search (consulting service)
We stand behind the outcome of this service, not just the effort:
If we’re unable to find a usable award option for your trip — meaning no reasonable combination of your available points or miles can get you the requested route within your stated flexibility — you’ll receive a full refund. We’ll tell you plainly if we can’t find something worth booking, rather than sending a report just to send one.
If we deliver a usable report with real, bookable award options, the service has been completed as described and is not eligible for a refund — including if you personally decide not to book the flight we found, if the award becomes unavailable between when we found it and when you tried to book it (award inventory changes quickly and is outside our control), or if you simply change your mind about traveling.
If we determine we can’t find a usable option, we’ll notify you of that directly (rather than sending a report) and process your refund automatically — no request needed on your end. If for any reason that doesn’t happen, contact us at support@therewardlab.com within 14 days of your original purchase and we’ll take care of it.
Cancellations: you can cancel an Award Flight Search order for a full refund by emailing support@therewardlab.com within 24 hours of payment. After 24 hours, the terms above apply.
How refunds are processed
Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank or card issuer.
Questions
If anything here is unclear, or your situation doesn’t fit neatly into either case above, email us at support@therewardlab.com — we’ll work with you directly.