Last updated: 2025
At CityGuide, our goal is simple: to allow you to enjoy your trip with a high-quality, clear, and pleasant audio experience. We offer a “Money-back guarantee”, within a transparent and reasonable framework.
1. “Money-back guarantee”
If you are not satisfied with your audio guide for any reason, you can request a refund within 14 days of your purchase, even though it is a digital product. This guarantee is valid provided that the audio guide has not been significantly consumed (normal use, multiple listens, full use of the city…). Our goal: to be accommodating for travelers, not to encourage abuse.
2. Eligibility conditions
A refund may be granted in the following cases:
- You are not satisfied with the quality of the content.
- The audio guide does not meet your expectations.
- You encountered a technical problem preventing normal use.
- You bought the wrong city by mistake.
- You wish to use the guarantee within 14 days and have only used a small part of the content.
We may check the activation status, the level of use, and any bugs encountered — solely to prevent abuse, not to complicate requests.
3. Cases where a refund may be refused
To protect the service, CityGuide may refuse a refund if:
- the audio guide has been entirely consumed (several hours of listening, entire city covered, etc.);
- the request is made after 14 days;
- there is suspicion of abuse or fraudulent use;
- multiple repeated requests concern different audio guides.
4. Assistance in case of a technical problem
Before any refund, we always do our best to resolve a technical problem: new activation code, installation help, verification of offline operation, personalized support. If the situation is not resolved, a simple and fast refund can be offered.
5. How to request a refund?
Contact us at support@cityguide.app indicating: your name, the email used during the purchase, the city purchased, your order number, and the reason (even brief) for your request. We reply within 24 to 48 hours.
6. Acceptance of terms
By making a purchase on www.cityguide.app, you accept this entire policy.
This English text is a translation provided for your convenience. The contractual relationship is governed by the French version of this document, available at cityguide.app/remboursement/. In the event of any discrepancy, the French version prevails.