At Detour, we are committed to delivering high-quality independent travel guides. We understand that issues may occasionally arise, and this Refund Policy explains when and how you can request a refund.
1. General Policy
All Detour products are digital goods delivered via a redirect link to our payment partner's secure download page (Creem.io), provided immediately after successful payment confirmation. Due to the nature of digital products, all sales are generally final once the download link has been successfully delivered to your email address or made available on the post-purchase confirmation page, whichever occurs first.
Refund Eligibility: A full refund may be requested if:
- You were charged in error, or
- You experienced a technical issue that prevented you from accessing or downloading your guide, or
- You have not received your download link within 14 days of purchase.
Non-Refundable Cases:
- Refunds are not available if the download link was successfully delivered and the download page was accessed, regardless of whether the file was saved locally.
- Dissatisfaction with the content of the guide is not grounds for a refund — we encourage you to review the product description carefully before purchasing.
- Refunds will not be issued for purchases where the buyer has shared, redistributed, or resold the guide in violation of our Terms of Service.
2. How to Request a Refund
To request a refund, please contact us at support@detourguidee.com with the following details:
- Your full name
- Email address associated with the purchase
- Order ID (from your receipt)
- Reason for the refund request
We will review and respond to your request within 3 business days.
3. Processing of Refunds
- Approved refunds will be processed through our payment partner, Creem.io, which acts as our Merchant of Record.
- Refunds will be issued to the original payment method used at the time of purchase.
- Processing times may vary depending on your bank or payment provider — typically 5 to 10 business days.
- Please note that Creem reserves the right to issue refunds within 60 days of purchase to prevent chargebacks, even where this policy states sales are final.
4. Technical Issues
If you experience any technical difficulty accessing or downloading your guide — such as a broken link, corrupted file, or missing email — please contact us at support@detourguidee.com within 14 days of purchase. We will resolve the issue promptly by resending your download link or providing a replacement file. If we are unable to resolve the issue, a full refund will be issued. Technical issues reported after 14 days will be reviewed on a case-by-case basis.
5. Contact
If you have any questions about this Refund Policy or your eligibility, please contact us:
Detour (Individual Entrepreneur)
Ukraine
support@detourguidee.com