If you buy a guide and it is not for you, email us within 30 days and we will refund you. No questions asked, and you can keep the guide.
1. The guarantee
Every digital guide bought through ellspassport.com comes with a 30 day money back guarantee, for every buyer, anywhere in the world. If you read it and it is not what you hoped for, or it simply is not right for the trip you are planning, you do not have to justify that to us. We would rather you had your money back than felt stuck with something you will not use.
2. How to request a refund
Email ellenbarron0@gmail.com from the email address you used to buy, or include your order number or receipt. That is the whole process. There is no form to fill in and we will not ask you a list of questions first.
3. How quickly it happens
We aim to action every refund request within two business days of receiving it. Once it is processed the money goes back to the card or account you paid with. Depending on your bank it usually appears within five to ten business days, which is on their side rather than ours.
4. What this covers
The guarantee covers digital travel guides purchased through ellspassport.com and our checkout partners. It does not apply to free guides and downloads, since there is nothing to refund, or to bookings you make with hotels, tour operators or other third parties through links in our guides. Those bookings are governed by that company's own cancellation and refund terms, and you would need to contact them directly.
5. Keeping the guide
We do not revoke access when we refund you. Digital files cannot really be handed back, and chasing that would be more hassle for both of us than it is worth. We simply trust people, and ask that you do not share or resell a guide you have been refunded for.
6. Your consumer rights
The 30 day guarantee applies to everyone who buys from us, wherever in the world you are. It is not limited to any one country, and you do not need to be covered by a particular consumer law to use it.
On top of that, this policy sits alongside your legal rights rather than replacing them. Nothing here excludes, restricts or modifies any consumer guarantee or right that cannot lawfully be excluded where you live, including under the Australian Consumer Law. If something is genuinely wrong with a guide, you may have rights beyond this policy.
7. Questions
Anything at all, including whether a particular guide is right for your trip before you buy it, email ellenbarron0@gmail.com. We would much rather talk you out of the wrong guide than refund you later.