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Questions and answers
About Naverix
What is Naverix?
A travel planning companion. You tell us who you are and why you are travelling; we design a personal, day-by-day itinerary with cultural context, and connect you with independent providers to book it.
Is Naverix a travel agency?
No. We do not operate hotels, flights or tours, and we do not sell package holidays. We plan with you, and we connect you with the companies that provide those services.
Does Naverix provide travel services directly?
Almost never. What we provide ourselves is trip planning, cultural and destination content, your Naverix Workspace, and eSIM data plans — those we do sell you, and we handle their refunds. Accommodation, transport, activities and insurance are provided by independent companies.
Which languages does Naverix support?
Five, across the whole product: English, French, Arabic, Russian and Chinese. One caveat worth knowing — the non-English versions are machine-translated from the English, so if a translation reads oddly, the English is the version to trust.
Recommendations
How do recommendations work?
We combine your Travel Profile with AI curation and destination research. The venues in your itinerary come from a pool of real, currently-operating places assembled for your destination, and the planner arranges only what is in that pool. How we recommend sets all of it out, including what the AI gets wrong.
Are recommendations sponsored?
None of them are today. No supplier has paid for a placement in your itinerary, in search results or on a destination page. Some of the booking links do earn us a commission, which the provider pays out of their own margin and which never changes your price. If paid placement ever arrives it will be labelled, and How we recommend will say so before the first one appears.
Your itinerary
Can I change an itinerary after it is generated?
Yes. You can edit it in your Workspace and ask for a day to be rebuilt. Editing is not limited by your plan; there is only a short rate limit to stop a runaway loop, so if you make many changes in a row you may be asked to wait a moment.
Can I share my itinerary with the people travelling with me?
Yes — download it as a PDF from the itinerary and send that on. There is no public share link today: itineraries are private to your account, and nothing you generate is visible to other members unless you choose to post a trip review.
Booking and payment
Can I book through Naverix?
You book from your itinerary using links to providers and booking partners, and you complete the booking on their website. The exception is eSIM data plans, which you buy here.
Who is responsible for my reservation?
The provider who supplies the service — the hotel, airline, operator or insurer named at booking. Their terms and cancellation policy apply. We are responsible for the accuracy of what we showed you, and for our own services.
Who receives my payment?
For travel services, the provider or booking partner charges you directly and Naverix never holds your money. For a Naverix membership we charge you, through Stripe or PayPal depending on which you choose. For eSIM data plans we are the seller, so that payment comes to us too.
Is my payment information safe?
Card details never reach us. Stripe and PayPal collect them on their own pages, and Naverix does not store full card numbers at any point.
Can I cancel a booking?
That is the provider’s decision, under the cancellation policy shown on their booking page. Contact them, or use the link in their confirmation email. We cannot cancel it for you, because we never held the reservation.
Who processes refunds?
For travel services, the provider. For your Naverix membership and for eSIM data plans, we do — see the Payment & Refund Terms for the rules and the windows.
What happens if a provider changes or cancels a service?
They should contact you and offer whatever remedy their terms provide. If they do not, contact them directly; if you cannot reach them, write to support@naverix.travel and we will try to help you get through. If it leaves a hole in your trip, you can rebuild that day in your Workspace.
Your account and data
How do I delete my account and data?
Delete the account in Settings. That deactivates it immediately and scrubs your email address so it can be registered again. Be aware that this does not yet erase everything: itineraries, posts and messages are kept so support can restore an account closed by mistake. If you want that content erased as well, ask at privacy@naverix.travel and we will do it. Records we have to keep by law, such as payment and tax records, we keep regardless.
Do you check visa and entry requirements?
We show general guidance, and it is guidance only. Entry rules, transit rules and health requirements change without notice and vary by passport. Always confirm with the official government source for your destination and with your airline before you travel.
Support
How do I contact customer support?
Email support@naverix.travel, and we reply within 24 hours — there are no office hours to wait for. For membership charges write to billing@naverix.travel; for anything about your data, privacy@naverix.travel.
Who to contact
Nearly every support question turns on one thing: who took your money. Naverix can fix anything on the platform. A provider has to fix anything they sold you.
What Naverix can help with
- Your account, sign-in and Travel Profile.
- Your itineraries, and anything in them that looks wrong.
- Your Naverix membership: charges, cancellation and refunds.
- eSIM data plans, which we sell ourselves.
- Technical problems with the website or the app.
- Working out which company owns your problem, finding the right contact there, and telling you what to ask them for.
What the travel provider has to handle
- Changes, cancellations and refunds for a hotel, flight, tour, transfer or insurance policy you booked with them.
- Problems with the service itself while you are travelling.
- Disputes about money they charged you.
- Insurance claims — contact your insurer directly, using the number on your policy.
If you booked through a link on Naverix and the provider has gone quiet, write to support@naverix.travel with your booking reference and the provider’s name. We will reply within 24 hours with what we have done or tried. Be aware of the limit, though: our arrangements with providers are affiliate ones, which carry no customer-service channel, so we cannot open a case on your behalf or influence their decision. What we can do is make sure you are talking to the right company, in the right place, with the right reference.
In an emergency
Naverix is not an emergency service, and nothing here should delay you calling one. If you are in danger, injured or ill, call local emergency services before you contact us.
- 112 — the EU, the UK and many other countries, including the UAE. It reaches police, ambulance and fire.
- 999 — the UK. In the UAE 999 is the police; the ambulance number is 998 and fire is 997.
- 911 — the United States and Canada.
For a lost passport or an arrest, contact your embassy or consulate. For a service you have already booked, contact that provider directly. Your travel insurer will usually have a 24-hour assistance line printed on your policy documents — that line, not this page, is the one to call from the roadside.
Complaints
If we got something wrong, we would rather hear it from you than not hear it.
- Write to complaints@naverix.travel with your name, the email address on your account, and what happened.
- We acknowledge it within 24 hours, like any other message.
- We aim to give you a full answer within 14 days. If it needs longer than that, we will tell you why and when to expect it.
- If our answer does not settle it, say so and it goes to a founder. Naverix is small enough that there is no layer above them, which means nobody can bury your complaint in a queue.
A complaint about a provider’s own service should go to the provider first — they are the ones who can put it right. Tell us as well if you would like help finding the route in.
When we answer
Email is the only support route we run, and it is a real one: we read every message and reply within 24 hours. We do not keep office hours, so there is no "next business day" to wait for — the clock starts when your message arrives, whatever day that is. There is no phone line and no live chat; we would rather answer properly in a day than badly in a minute. Write from the address on your account where you can, because it saves a round trip confirming who you are.
If 24 hours pass with no reply, something has broken on our side — a bounce, a spam filter, a mailbox we have mis-routed. Chase it at complaints@naverix.travel rather than waiting, and say which address you wrote to first so we can find the gap.
Last updated: October 11, 2026