Refund Policy

A legal disclaimer

Digital guides — no refunds. Our city guides are digital products delivered instantly by download. At checkout, you expressly agree to immediate access and waive your right of withdrawal. Because of this, and once the download has started, guides cannot be returned, cancelled or refunded. If your download link fails or doesn't arrive, contact us and we'll make sure you get your guide.

Physical products — your legal right. For posters, tote bags and other physical items, you have 14 days from delivery to withdraw from your purchase, no reason required, in line with EU consumer law. Items must be returned unused and in their original condition. Return shipping is [at your expense / covered by us]. Once we receive and check the item, we refund you within 14 days using your original payment method.

Damaged, faulty or wrong items. If a physical product arrives damaged, faulty, or isn't what you ordered, email [contact email] within [X] days with your order number and a photo. We'll replace it or refund it in full, at no cost to you.

Bespoke travel services. "Plan a trip" is a personalised service. Deposits, payment schedule and cancellation terms are agreed individually in writing before we begin, and are set out in your service agreement.