Refund Policy

Because BokaScout provides downloadable and instantly streamable digital guide content, we have established clear refund guidelines in accordance with consumer regulations and platform constraints.

1. Merchant of Record Processing

All transactions, card charges, billing issues, and refunds are managed directly by our Merchant of Record and reseller, Paddle.com. Any refund request will be evaluated and, if approved, disbursed by Paddle back to your original payment method.

2. Digital Content Terms

Due to the digital nature of audio tours:

• Before access: If you have purchased a tour but have not downloaded, streamed, or triggered any Points of Interest within the app, you are eligible to request a full refund within 14 days of purchase.
• After access: Once a tour has been accessed or played, it is considered consumed. Specifically, if our automated telemetry logs show that more than two (2) premium Points of Interest (POIs) have been triggered, streamed, or accessed on your account, the tour is deemed consumed and is no longer eligible for a refund, unless the content is proven defective or contains substantial technical errors that prevent playback.

3. Defects and Technical Issues

If you encounter technical issues (such as audio failing to load or playback crashes) that prevent you from completing your tour, please reach out to our team at our business details or via support email. If we cannot resolve the issue, we will happily authorize a full refund through Paddle.

4. How to Request a Refund

To request a refund:

1. Locate your email receipt received from Paddle.com upon successful purchase.
2. Click on the transaction link in your receipt to contact Paddle Support directly, or email us at our contact details with your purchase ID and the email address used during checkout.
3. We will review your request within 2-3 business days. Approved refunds typically take 5-10 business days to appear on your bank statement.