Refund Policy

Last updated: May 15, 2024

1. Introduction

At German Toll Roads Guide, we strive to ensure your satisfaction with our premium services and products. This Refund Policy outlines the terms and conditions regarding refunds for purchases made through our website. By purchasing our products or services, you agree to the terms of this Refund Policy.

We understand that circumstances may arise where you might need to request a refund. This policy explains the conditions under which refunds may be granted, the refund process, and any applicable exceptions.

2. Products and Services Covered

This Refund Policy applies to the following products and services offered by German Toll Roads Guide:

  • Premium digital guides and eBooks
  • Custom route planning services
  • Toll calculator premium access
  • Membership subscriptions
  • Consulting services
  • Any other paid products or services offered through our website

3. Refund Eligibility

3.1 Digital Products

For digital products (such as eBooks, digital guides, and downloadable content):

  • Refunds may be requested within 14 days of purchase
  • You must not have downloaded, accessed, or used a significant portion of the digital content
  • Proof of purchase is required
  • We reserve the right to deny refunds if we have evidence that the digital product has been downloaded, copied, or substantially accessed

3.2 Subscription Services

For subscription-based services:

  • Cancellations made within the first 14 days of a new subscription are eligible for a full refund
  • After the initial 14-day period, you may cancel at any time to prevent future billing, but refunds will not be issued for the current billing period
  • Annual subscriptions canceled within 30 days of purchase may receive a prorated refund for the unused portion
  • If technical issues prevented you from accessing the subscription services, you may be eligible for a refund or service extension

3.3 Custom Services

For custom services (such as personalized route planning or consulting):

  • Requests for refunds must be made before work on your custom service has commenced
  • If work has already begun, a partial refund may be issued at our discretion, minus costs for work already completed
  • Once a custom service has been delivered in full, refunds are generally not available unless the service does not meet the agreed-upon specifications

4. Conditions for Refund

Refunds may be granted under the following conditions:

  • Technical Issues: If you experience technical problems that prevent you from accessing or using our products or services, and our support team cannot resolve these issues within a reasonable timeframe
  • Service Unavailability: If our services are unavailable for an extended period during your subscription term
  • Incorrect Purchase: If you accidentally purchased the wrong product or service (subject to verification)
  • Product Defects: If the product or service contains significant errors or does not function as described
  • Duplicate Purchase: If you were charged multiple times for the same product or service

We reserve the right to determine, at our sole discretion, whether a refund is appropriate based on the specific circumstances of each request.

5. Refund Process

To request a refund, please follow these steps:

  1. Submit a Request: Contact our customer support team at refunds@germantollroads.com with your refund request
  2. Provide Information: Include the following details in your request:
    • Your full name
    • Email address used for the purchase
    • Order number or transaction ID
    • Date of purchase
    • Product or service purchased
    • Reason for requesting a refund
    • Any relevant supporting documentation
  3. Verification: Our team will review your request and verify the purchase details
  4. Decision: We will notify you of our decision regarding your refund request within 5 business days
  5. Processing: If approved, refunds will be processed to the original payment method used for the purchase

You may also contact us by phone at +44 4250 965075 during our business hours (Monday to Friday, 9am - 5pm CET) for assistance with refund requests.

6. Refund Processing Time

Once a refund is approved, the processing time depends on your payment method:

  • Credit/Debit Cards: Refunds typically appear on your statement within 5-10 business days, though some financial institutions may take longer
  • PayPal: Refunds are usually processed within 3-5 business days
  • Bank Transfers: May take 7-10 business days to appear in your account
  • Other Payment Methods: Processing times may vary; we will provide specific information when the refund is approved

Please note that while we process refunds promptly on our end, we have no control over how quickly your financial institution processes the refund on their end.

7. Non-Refundable Items and Exceptions

The following items and situations are generally not eligible for refunds:

  • Purchases made more than 14 days prior (except where otherwise specified)
  • Digital products that have been substantially downloaded, accessed, or used
  • Custom services where work has been completed according to specifications
  • Subscriptions after the initial refund period has passed
  • Purchases made using promotional codes or significant discounts (at our discretion)
  • Cases where the terms of service have been violated
  • If we have reason to believe the refund request is fraudulent or abusive

In exceptional circumstances, we may consider refund requests that fall outside these guidelines on a case-by-case basis.

8. Cancellation of Subscriptions

To cancel a subscription:

  1. Log in to your account on our website
  2. Navigate to the "Subscription" or "Account Settings" section
  3. Select the subscription you wish to cancel
  4. Click on "Cancel Subscription" and follow the prompts

Alternatively, you can contact our customer support team at support@germantollroads.com for assistance with canceling your subscription.

Cancellation will prevent future billing but will not automatically generate a refund for the current billing period unless you are within the initial refund eligibility period.

9. Special Circumstances

We understand that special circumstances may arise. In cases of:

  • Medical emergencies
  • Natural disasters
  • Other extraordinary events

We may extend our standard refund policy. Such cases will be evaluated individually, and we may request documentation to verify the circumstances.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services after the posting of changes constitutes your acceptance of such changes.

11. Contact Information

If you have any questions about our Refund Policy, please contact us:

  • Email: refunds@germantollroads.com
  • Phone: +44 4250 965075 (Monday to Friday, 9am - 5pm CET)
  • Mail: German Toll Roads Guide, Studio 66v, Miller Underpass, Paulineton, PE16 6RY, United Kingdom

We strive to respond to all inquiries within 2 business days.

12. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are a consumer within the European Union, you may have certain rights under the EU Consumer Rights Directive and local consumer protection laws.

Nothing in this policy is intended to limit your legal rights or remedies under applicable consumer protection laws.