Refund Policy

We want you to be confident when you order from Smart Tourist Guide. This policy explains return and refund options for services, digital content, and physical goods (if any).

1. Contact for refunds

Email: [email protected] • Phone: +44 1886 399343 • Address: 321 Hughes Ridges, Summerfurt, SW8 4TE, United Kingdom

Please include your order number, purchase email, and a brief description of the issue.

2. Services (custom trip design, consulting)

• Scheduling and cancellations:
  • More than 48 hours before the scheduled session or agreed delivery: full refund or free reschedule.
  • 24–48 hours: 50% refund or one free reschedule.
  • Less than 24 hours or no-show: non-refundable; we will try to reschedule at our discretion.
• Project-based services:
  • Prior to work start: full refund.
  • After work commences: proportional refund for the unworked portion based on the documented scope and time spent.

3. Digital content (guides, itineraries, downloads)

• Instant access downloads are generally non-refundable once delivered or accessed.
• UK/EU cooling-off: If you are a consumer in the UK/EU and purchase digital content not supplied on a tangible medium, you have a 14‑day right to cancel unless you consent to immediate delivery and acknowledge losing the right to cancel upon access/download.
• If you have not accessed or downloaded the content and are within 14 days, contact us to cancel for a full refund.

4. Physical goods (if offered)

• Returns accepted within 30 days of delivery in unused, resellable condition with original packaging.
• Exclusions: perishable items, personalized or custom-made goods, and items marked final sale.
• Return shipping: unless goods are defective or incorrect, you are responsible for return shipping costs. We recommend tracked postage.
• Inspection: refunds processed after we receive and inspect the return (typically within 5 business days).

5. Defects and order issues

• If you receive a defective, incomplete, or incorrect item/service, notify us within 14 days of delivery or performance with photos or details. We will replace, repair, re‑deliver, or refund as appropriate.

6. How refunds are issued

• Refunds are issued to the original payment method. Depending on your bank, funds may take 5–10 business days to appear.
• If original payment cannot be used (e.g., card expired), we will coordinate another method subject to verification.
• Shipping and handling fees are non-refundable unless the return is due to our error or a statutory right.

7. Chargebacks

If you believe a charge is incorrect, please contact us first—we can often resolve issues faster than a card dispute. Unauthorized transactions will be promptly investigated.

8. Statutory rights

This policy does not affect your statutory rights as a consumer under applicable law (e.g., UK Consumer Rights Act 2015).

9. Changes

We may update this policy from time to time. The latest version will be posted on this page with the effective date below.

Effective date: 17 September 2025