Refund and Cancellation Policy

Effective date: 24 October 2026 Last updated: 24 October 2026

1. Your rights come first

This policy applies to Tour purchases through Guides.app. It supplements the Tour Purchase and Access Terms. A creator cannot replace it with a less favourable policy or exclude mandatory consumer rights. Business-plan billing has separate terms.

The seller and its responsibilities are identified before payment and on the order confirmation. Guides administers ordinary marketplace claims as the seller's agent and remains responsible for its own obligations. Use hello@guides.app for help even where the issue concerns a Publisher.

2. Change-of-mind cancellation

For a UK consumer buying digital content at a distance, the statutory cancellation period is generally 14 days from the day after the contract is made, unless a lawful exception or valid loss of the right applies. Comparable or additional rights may apply in other jurisdictions.

Where you expressly consent to immediate digital supply and acknowledge that you will lose the cancellation right when supply begins, that right ends when supply begins in accordance with the applicable requirements. We must provide the required confirmation. An unsupported checkbox record or acceptance of general terms alone is insufficient.

Where the required consent, acknowledgment or confirmation is missing, we will not rely on a blanket 'no refunds after download' rule. The rights and liability prescribed by applicable law apply. Late or missing cancellation information may extend the cancellation period.

To exercise a cancellation right, send us an unambiguous statement before its deadline. You may use the form below but do not have to. A request sent in time is not invalid merely because our team reads it later.

3. Content problems and non-supply

Tell us if a Tour will not load despite the disclosed requirements being met, is materially misdescribed, lacks promised content, has a serious undisclosed defect, or cannot lawfully be supplied.

Applicable remedies may include repair or replacement within a reasonable time and without significant inconvenience, a price reduction up to a full refund, or other statutory remedies. Where the seller did not have the right to supply paid digital content, the applicable statutory refund remedy is preserved. Where digital content damages a device or other content because reasonable care and skill were not used, statutory repair or compensation rights are also preserved.

We may request reasonable diagnostic information, but will not impose unnecessary evidence demands, an arbitrary short reporting deadline or a requirement that you waive rights. You do not have to continue an unsafe route to prove that it is unsafe.

4. Tours withdrawn or made unavailable

Withdrawal from new sales does not normally remove an existing purchase. If a legal, safety or rights issue prevents access, we will assess whether a lawful correction or replacement is suitable and provide the remedy required by the contract and law. A replacement or credit must not be imposed instead of a monetary refund where you are entitled to that refund.

A disclosed attraction closure, weather change or personal change of plans does not automatically mean digital content is defective. It also does not defeat a valid cancellation right or excuse materially inaccurate route information. We assess the actual purchase promise and circumstances.

5. Goodwill and creator guarantees

We may offer additional goodwill remedies. A creator may offer a more generous guarantee if clearly described before purchase and honoured. Goodwill decisions do not limit statutory rights or bind a customer to accept a voucher instead of money.

We do not promise an unconditional additional satisfaction guarantee unless the listing or order expressly includes one.

6. How to request a remedy

Email hello@guides.app with your order reference, Tour name, purchasing account email, a short explanation and the remedy sought. Provide relevant screenshots if safe and useful; never send full card details. We will acknowledge the request and investigate with the seller or payment channel. Urgent safety and rights reports are prioritised.

Where an app store processes the transaction, it may require the refund to be requested through its own interface. We will identify the relevant process and cooperate; this does not remove any separate responsibility we or the seller have under applicable law.

7. Processing refunds

A refund will use the original payment method unless you expressly agree to a lawful alternative, and we will not charge you a refund administration fee. For statutory cancellation, reimbursement will be made without undue delay and no later than the applicable legal deadline, ordinarily 14 days after the trader is informed of the decision to cancel. For a statutory digital-content price reduction or right-to-supply refund, the relevant statutory deadline applies, ordinarily 14 days after entitlement is agreed.

Bank or payment-network posting times can affect when a properly initiated refund appears. We will provide confirmation and assist with delays. Payment-processor fees must not be withheld from a consumer's legally required full refund. A partial refund must be explained and lawful.

8. Suggested cancellation form

To: JITI LTD (company number 15686662) / Guides.app, acting for the seller identified on the order; hello@guides.app.

I give notice that I cancel my contract for the following digital Tour: [Tour name].

Order reference: [reference]. Date ordered: [date]. Customer name: [name]. Customer address: [address]. Account email: [email]. Date of notice: [date]. Signature: [only needed if sending on paper].

We will route a valid notice to the identified seller. This voluntary form is not the only way to exercise a cancellation right.

9. Complaints

Ask for a review at hello@guides.app if you disagree with a decision. We will explain our position and any applicable external dispute-resolution information. You retain access to applicable courts, regulators and other legal remedies. No mandatory informal waiting period prevents urgent action or changes a statutory deadline.