Refund Policy

1. EU 14-Day Right of Withdrawal

Under EU Directive 2011/83/EU and the Estonian Consumer Protection Act, you have a 14-day right of withdrawal from a distance contract, beginning from the date of purchase.

However, this right is subject to the digital content exception described below.

2. Digital Content Exception (Estonian Consumer Protection Act, Section 56(2)(11))

Our audio tours are digital content not supplied on a tangible medium. In accordance with the Estonian Consumer Protection Act (Tarbijakaitseseadus) Section 56(2)(11), you lose the right of withdrawal once delivery of the digital content has begun, provided that:

• You gave your prior express consent for delivery to begin immediately (via a consent checkbox before purchase)
• You acknowledged that you thereby lose your right of withdrawal

In practice: at checkout, you will be asked to confirm: “I consent to immediate access to the digital content and acknowledge that I lose my 14-day right of withdrawal once access is granted.”

3. Withdrawal Before Consent to Immediate Delivery

If you purchase a tour but have NOT yet given consent for immediate delivery (i.e., you have not accessed any paid audio stops), you retain the full 14-day withdrawal right. In this case:

• Contact us within 14 days of purchase
• Provide your email address used for purchase and approximate date
• We will issue a full refund

4. Technical Issue Refunds

Even after consent to immediate delivery, we will issue a refund if:

• The audio tour content is inaccessible due to a technical failure on our end
• Payment was processed but access was never granted
• A duplicate or accidental charge occurred

We may ask you to demonstrate the technical issue or provide relevant details (e.g., browser, device, screenshots).

5. How to Request a Refund

To request a refund, email us at [CONTACT_EMAIL] with:

• Subject line: “Refund Request”
• The email address used during purchase
• The tour name and approximate purchase date
• Reason for the refund request

6. Processing Time

We will review your refund request and respond within 5 business days. If approved, the refund will be processed within 14 business days to the same payment method used for the original purchase. Depending on your bank or card issuer, the refund may take an additional 5-10 business days to appear on your statement.

7. Refund Method

Refunds are issued to the same payment method used for the original purchase (via Stripe). We cannot issue refunds to a different card or bank account.

8. Dispute Resolution

If you are unsatisfied with our response to your refund request, you may contact the Estonian Consumer Protection and Technical Regulatory Authority (TTJA):

Tarbijakaitse ja Tehnilise Jarelevalve Amet (TTJA)
Endla 10a, 10122 Tallinn, Estonia
Phone: +372 667 2000
Email: info@ttja.ee
Website: www.ttja.ee

You may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/odr

9. Contact

For refund inquiries:

[FIE_NAME]
Email: [CONTACT_EMAIL]
Address: [FIE_ADDRESS]