PURCHASE INFORMATION
Refund policy
Digital purchases, support and your statutory rights.
Last updated: 24 September 2026
Need help with an order?
Email info@citytripexplorer.com with your order reference, purchase email address, city and language. For a technical problem, explain what happened and include an error message if available. Do not send passwords or full payment-card details. A reason is not required when exercising a statutory right of withdrawal.
Lemon Squeezy is the merchant of record for purchases through our linked checkout and processes payment refunds. You may also contact Lemon Squeezy support directly. Orders from another marketplace should be raised through that marketplace.
Your statutory right to withdraw
If EU or EEA consumer withdrawal rules apply, you generally have 14 days from conclusion of the contract to withdraw from a digital-content purchase without giving a reason. Where required information has not been supplied, the law may extend that period. Other mandatory rights in your country remain unaffected.
For immediately supplied digital content, the withdrawal right can end once supply begins only when the applicable legal requirements have been met, including your prior express consent to early supply, acknowledgement that you lose the withdrawal right and the required confirmation. Merely calling a product a download, or publishing this policy, does not by itself satisfy those requirements. If the requirements have not been met, your applicable withdrawal right remains available even if you downloaded the PDF.
To withdraw, send a clear statement identifying your order to info@citytripexplorer.com or Lemon Squeezy through its support channel before the deadline. You may use this optional wording: “I hereby withdraw from my purchase of [guide and language], ordered on [date], order reference [reference]. My name is [name], my address is [address], and my purchase email address is [email].” You do not have to use this wording. We will coordinate transaction handling with Lemon Squeezy.
For a valid statutory withdrawal, reimbursement is due within the applicable legal period, normally no later than 14 days after the seller is informed, using the original payment method unless otherwise agreed without extra cost to you.
Missing, damaged or incorrect files
Contact us if you cannot obtain or open the file, received a different edition from the one ordered, or the guide materially differs from its description. We will help restore access or provide the correct, working file without charge. Where a remedy is not possible, is not provided within a reasonable time without significant inconvenience, or applicable law gives you an immediate remedy, you may be entitled to a price reduction or refund. These rights are not limited to the withdrawal period.
Duplicate purchases and other requests
If you believe you were charged twice or accidentally bought the same edition twice, contact us with both order references so the payments can be checked. For a mistaken city or language selection, contact us promptly so we can consider an appropriate solution.
We do not offer a voluntary money-back guarantee for digital products. You are welcome to contact us about an exceptional situation; we may offer a goodwill refund at our discretion, without creating a general entitlement. A change of mind, an accidental choice of city or language, or a change in travel plans does not by itself entitle you to a refund outside your statutory rights. This does not affect any applicable right of withdrawal, remedies for faulty or incorrectly supplied content, or a refund required by law.
Lemon Squeezy may also issue refunds under its own terms and obligations. No provision of this policy restricts mandatory consumer rights or lawful payment-dispute rights. When a purchase is fully cancelled or refunded and the licence ends, stop using or distributing the refunded guide and delete its copies, subject to any rights the law allows you to retain.