Refunds and Cancellations
How cancellations and refunds work for purchases made through Provue.
Bookings made with a partner
Flights, lab tests and vouchers are fulfilled by the airline, laboratory or brand the booking is made with. Their cancellation and refund rules apply to that booking, and those rules are shown before payment is confirmed.
To cancel one, write to support@provue.ai with the order reference from your confirmation. We raise the cancellation with the provider and pass back whatever they refund.
Where the provider allows a refund, it is returned to the original payment method. Banks typically take five to seven working days to show it after the provider releases it.
Where a service is not delivered
If a payment is taken and the service is not delivered — a booking that fails after the money is captured, a voucher code that is never issued, a test that is never scheduled — the full amount is refunded, whatever the provider rules say.
You do not need to ask separately for that; write to support@provue.ai with the order reference and we will trace it.
Credits
Credits bought to use Provue itself are final and non-refundable, except where a refund is required by law. This mirrors clause 7.6 of the Terms of Service.
Credits that were spent on a request that failed are returned to your balance automatically.
Cancelling your account
You may close your account at any time from the account settings in the Provue app, as set out in clause 12.1 of the Terms of Service.
Closing an account does not by itself cancel bookings already made with a provider. Cancel those first, or write to support@provue.ai.