Refund policy
Thank you for purchasing from Town Explorers. This policy explains cancellation and refund arrangements for our digital products.
Nothing in this policy affects your statutory consumer rights.
Digital Products and Your Right to Cancel
When purchasing digital content online, consumers will normally have a 14-day cancellation period.
However, digital content can be supplied during this period where you expressly consent to the digital content being supplied immediately and acknowledge that, once supply of the digital content begins, you will lose your 14-day right to cancel.
Where you have given this consent and acknowledgement and access to your Town Explorers digital product has begun, the statutory 14-day cancellation right will no longer apply.
If immediate supply has not begun, or the legal requirements for supplying digital content during the cancellation period have not been met, you retain any cancellation rights provided by law.
Faulty or Incorrect Digital Products
Town Explorers digital products must meet the standards required by UK consumer law.
If a product is faulty, cannot be accessed because of a problem with the product itself, is materially different from its description or otherwise does not conform to the contract, please contact us.
Depending on the circumstances, your legal remedies may include repair or replacement of the digital content, a price reduction or a refund where required by law.
Please contact us at info@townexplorers.co.uk with details of the problem so that we can investigate it.
Mobile Signal and Internet Access
Town Explorers trails are designed to be accessed using a compatible smartphone and may require an internet or mobile data connection.
Mobile network coverage is provided by third-party network operators and can vary depending on location, network, device and local conditions. Town Explorers does not control mobile network availability.
Poor or unavailable coverage provided by your mobile network does not, by itself, mean that the Town Explorers digital product is faulty.
We recommend checking your phone battery, mobile data and network coverage before starting your trail.
Nothing in this section affects your statutory rights where a problem is caused by the Town Explorers product or service itself.
Duplicate or Incorrect Charges
Please contact us if you have accidentally been charged more than once for the same order, believe you have been charged an incorrect amount, or there appears to be an error with your payment.
Where an incorrect or duplicate charge has occurred, we will investigate and refund any amount due.
Change of Mind
Once digital content has begun to be supplied following your express consent and acknowledgement that your cancellation right will be lost, we are not normally required to provide a refund simply because you have changed your mind, are unable to complete the trail or no longer wish to use it.
This does not affect any rights you may have if the digital content is faulty, not as described or otherwise does not conform to the contract.
How Refunds Are Paid
Where a refund is due, it will normally be made using the same payment method used for the original purchase unless another method is agreed.
Any refund required by law will be processed within the applicable legal time limits.
Your bank or payment provider may take additional time to show the refund in your account after it has been processed.
Contact Us
If you have a problem with an order or believe you are entitled to a refund, please contact:
Please include your order details and a description of the issue so that we can investigate it.