Refund Policy

If you bought a tour but haven't yet started listening, email support@talehopper.app within 14 days and we'll refund the full amount. Once you stream or download any audio from a tour we treat performance as having begun and the statutory 14-day withdrawal right no longer applies — but we may still offer a goodwill refund in the cases listed below.

Under Directive 2011/83/EU and the Finnish Consumer Protection Act Kuluttajansuojalaki 38/1978 Chapter 6, you have a 14-day right of withdrawal on distance contracts. For digital content delivered without a physical medium that right is lost as soon as performance has begun, provided you gave express prior consent and acknowledged that the right would be lost.

On the Talehopper checkout page (Phase 4) you tick a single, unticked-by-default checkbox confirming both the start of performance and the loss of withdrawal right. If you do not tick it, the order does not proceed.

• You purchased a tour but never opened it (no audio streamed, no file downloaded) and you ask within 14 days.
• The tour file is broken or unplayable for technical reasons on our side.
• We pull a tour from sale due to a content issue (factual error, licensing change) before you have a reasonable opportunity to listen.
• Duplicate accidental purchase — same tour bought twice within 24 hours by the same buyer.

Even where the 14-day withdrawal right does not apply, we will consider a refund for the following reasons. Email support@talehopper.app with the order email and a brief explanation:

• You started a tour, found it materially mis-described, and stopped within the first 10 minutes.
• A route had to be aborted because of an unannounced public-space closure (construction, event, etc.) on the day you walked it.
• Accessibility issue not flagged on the tour page that prevented you from completing the route.

• You completed the tour and simply didn't enjoy it. Our content has previews on every tour page so you can sample the voice and tone before buying.
• Personal weather (rain, cold), tiredness, or change of plans on the day.
• Refund requested more than 14 days after purchase, with no qualifying reason from Sections 2 or 3.

1. Email support@talehopper.app from the address you used at checkout.
2. Include the tour name, the order date, and a one-line reason.
3. We respond within 3 business days. Approved refunds are issued via Stripe to the original payment method and arrive within 5–10 business days depending on your bank or card issuer.

If something has gone wrong with your purchase, please email support@talehopper.app before raising a chargeback with your bank — most issues are easy to resolve directly and a chargeback freezes your tour access while the dispute is investigated. Where a chargeback is filed fraudulently against a tour that was clearly delivered, we may deactivate the buyer account and contest the claim with Stripe using our access logs.

As an EU consumer you may use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr. Talehopper does not currently subscribe to a specific alternative dispute resolution body, but consumer disputes remain subject to the jurisdiction of the courts of Finland.