Checkout, access, refund or cancellation issue? Start here.
Use this guide for a non-urgent problem with payment, an existing purchase, Starter Kit access, a refund or cancellation request, or Trip Decision Review support.
First identify whether the problem is payment, access, refund or service support. Check the account, receipt or terms that apply to that purchase, then contact Ticked Bucket List if the issue is still unresolved. Do not keep resubmitting checkout when payment status is unclear, and do not send passwords, full payment-card details or medical records to general support.
This page explains Ticked Bucket List support routes. It does not create a new refund entitlement or replace the terms that applied to a purchase or service.
Start with the smallest check that could resolve it.
You do not need to read every route. Use the one that matches what has already happened.
Payment status is unclear or checkout did not finish
- Check for a receipt, PayPal confirmation or completed order before trying again.
- Check whether the expected purchase appears in the customer account.
- If a payment is pending, duplicated or unclear, avoid repeatedly resubmitting checkout.
- Contact support with the minimum purchase details needed to investigate.
You paid but cannot open the Starter Kit
- Sign in with the customer account used for the purchase.
- Open the Starter Kit from that account.
- Remember that account access and browser-saved trip answers are different.
- If access is still missing, use the detailed access guide or contact support.
You want to know whether a refund or cancellation applies
- Check the purchase or service terms that applied when you paid.
- For the Starter Kit, whether digital access has already been supplied or used can matter.
- For Trip Decision Review, the current service page distinguishes the period before payment from the period after payment and after review work begins.
- Contact support for a case-specific response rather than relying on a generic promise.
Your question is about an application, payment or existing review
- There is no charge merely to submit the short fit-and-scope application.
- If you have already paid, use the current service terms for cancellation or access questions.
- For an existing case, include only enough information to identify the service issue.
- Do not send medical records through general support.
A support reply should not invent purchase terms.
Different sources answer different questions. Use the most specific current source that applies to the transaction or service.
Use the Starter Kit access guide for account and reopening steps. Use the current Starter Kit page for current purchase and access information.
Start with the terms shown for the relevant purchase or service, then use the Terms & Conditions for the general contractual framework. Contact support when the correct application to your purchase is unclear.
Use the Privacy Policy for what information is handled, where it goes and how to make a privacy request. Do not rely on a separate legacy privacy resource.
General support cannot assess symptoms, provide medication advice, give medical clearance or respond as an emergency service. Use the appropriate clinician or emergency route instead.
Send enough to locate the problem, not your whole record.
Usually useful
- the product or service involved;
- the email address used for the purchase or account;
- the approximate purchase or payment date;
- a receipt or payment confirmation reference when relevant;
- a short description of what happened and what you expected instead.
Do not send just in case
- your password;
- your full payment-card number or card security code;
- medical records, test results or scans;
- detailed medication lists or unrelated health information;
- passport, insurance or other unrelated documents.
Give support the facts needed to start.
You can use this structure in the contact form. Leave out any line that is not relevant.
Product or service: Purchase/account email: Approximate purchase or payment date: Payment confirmation available: Yes / No What happened: What I expected instead: What I need help with:
Do not paste passwords, payment-card security details, medical records or other unnecessary sensitive information into the message.
Still need help with the purchase or account?
Send Ticked Bucket List a short support message with the minimum details needed to identify the issue. The current Contact page states that general enquiries are normally answered within one to two business days; it is not an urgent or emergency service.
Ticked Bucket List provides travel-planning and product support only. It does not provide diagnosis, treatment, medication guidance, medical clearance or emergency care.
Written and reviewed by Ticked Bucket List. Support and product information checked 13 August 2026.