Refund policy
# Return and Refund Policy
**Last updated: May 2026**
**Trovayo | trovayo.com | hello@trovayo.com**
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At Trovayo, we want you to be completely satisfied with your purchase. Please read this policy carefully before buying.
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## Digital Products — General Rule
All Trovayo city guides are **digital products** delivered instantly upon purchase. Due to the nature of digital goods, which cannot be "returned" once accessed, we operate a limited refund policy in line with UK and EU consumer law.
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## When You Are Entitled to a Refund
We will issue a full refund in the following circumstances:
- **You have not yet accessed your guide** — if you request a refund within 14 days of purchase and have not accessed the digital content, you are entitled to a full refund under the UK Consumer Contracts Regulations 2013.
- **Technical failure** — if you are unable to access your guide due to a technical error on our side, and we cannot resolve it within 48 hours, you are entitled to a full refund.
- **Duplicate purchase** — if you accidentally purchased the same guide twice, we will refund the duplicate charge immediately.
- **Product significantly different from description** — if the guide content is materially different from what was described on the product page.
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## When We Do Not Offer Refunds
- You have accessed, downloaded, or viewed the digital guide.
- More than 14 days have passed since the purchase date.
- You changed your mind after accessing the content.
- You purchased the wrong guide by mistake after having accessed it.
- Issues caused by slow internet connection or device incompatibility on your end.
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## How to Request a Refund
Email us at **hello@trovayo.com** with:
- Your order number
- The email address used at checkout
- Reason for your refund request
We will respond within **2 business days**. Approved refunds are processed within **5–10 business days** back to your original payment method.
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## Chargebacks
We kindly ask that you contact us before initiating a chargeback with your bank. We are happy to resolve any issues directly and quickly. Unjustified chargebacks may result in your account being suspended.
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## Contact Us
**Email:** hello@trovayo.com
**Phone:** +44 7737 139025
**Address:** Trovayo, 128 City Road, London EC1V 2NX, United Kingdom