Paid content is delivered the moment you buy it, and it cannot be returned the way a physical thing can. So the line is drawn at **use**, not at purchase: until you have opened or played it, you can have your money back.
You agree to this at checkout with an explicit tick — it is not buried in the terms.
| Situation | Refund | Window |
|---|---|---|
| Unused credits in your balance | Full | 90 days |
| Bought, but never played or opened | Full | 14 days |
| Faulty — audio will not play and we cannot fix it | Full | Any time |
| Shorter or different from what the page described | Full | Any time |
| A factual error you found | Full, and we correct it | Any time |
| Charged twice for the same thing | Full | Any time |
| Played or opened the paid version | None | — |
Playing the ad-free or deep version of a guide, or the server sending you the full paid version of anything. Both are recorded with a timestamp, so neither of us has to remember.
**Playing the free version does not count.** The free guide is a different, shorter recording with our own short outro. If you listened to that and then bought the paid version without opening it, you can still have a refund.
Downloading is using it. Exporting the timed itinerary is using it.
Nothing above limits this. If the audio does not play, if the guide is shorter than the page said, or if you find a factual error, we refund it in full whether you played it or not — and we fix the guide.
That is not generosity. A product that is not what we described was never delivered, whatever the timestamps say.
Email [email protected] from the address you bought with. You do not need a receipt number. We aim to answer within two business days.
Refunds go back to the card or wallet you paid with — that is a Stripe requirement. It usually appears within five to ten business days depending on your bank. The matching credits are removed from your balance; if you had already spent them we tell you before refunding rather than leaving you negative.
**Please write to us before disputing a charge with your bank.** A dispute costs us a fee and takes weeks; an email usually takes a day. If we were wrong, we would rather just fix it.
In some countries you have a statutory right to withdraw from a digital purchase within a set period. That right can be given up when the content is delivered immediately and you agree to it — which is what the tick box at checkout is for. Where the law does not allow that right to be given up, it applies regardless of anything on this page.