Digital Product & Refund Policy

1. Know what you are buying

Exotic Morocco’s current premium city guides are digital publications. Check each listing for the destination, language, file format, content and price before checkout. A PDF guide is delivered electronically; it is not a printed book, a tour, a reservation or a travel service.

Your purchase covers the product and extras expressly described in the offer. It does not automatically include the whole guide library, a subscription, all future editions or additional destinations. The product information and terms accepted at purchase remain relevant to that order.

2. Access & download

The existing guide store uses Payhip for checkout and digital delivery. Following a successful purchase, access is normally provided through the store’s download process and purchase email. Use the email address entered at checkout and retain the receipt and download link.

You need a compatible device, enough storage and an application that can open the stated file format. For PDFs, use a current PDF reader. Download access does not mean the guide will be permanently stored on your device until you complete and save the download. Keep a reasonable personal backup within the product licence.

3. Missing access or an incomplete file

If no email arrives, first check junk or spam, the checkout email address and whether the payment completed. A pending payment notice may differ from a completed order. If a file fails to open, download it again from the original link and try a compatible reader.

If that does not resolve the issue, use the seller contact route in the receipt or Contact. Supply the title, order reference, date and a clear description of the problem. Support can then investigate whether access needs restoring, a file needs correcting or another remedy is appropriate. Do not repurchase merely to solve an access error.

4. Change of mind & withdrawal rights

Digital content has specific withdrawal rules. Where the law provides a withdrawal period, it must be respected unless a valid exception applies. For paid content delivered immediately, loss of the withdrawal right requires the legally required express consent to start delivery and acknowledgement of that loss, with the required confirmation. It is not assumed simply because a product is digital.

Where those conditions have been met and supply has begun, a change-of-mind withdrawal may no longer be available. If the required consent or acknowledgement was not validly obtained, or delivery has not started, the position may be different. Contact us with the order details so the actual purchase can be considered.

For the EU consumer framework, see Your Europe: returns and withdrawal. Rules outside that framework depend on the law applicable to the purchase.

5. Faulty, wrong or non-conforming products

Tell us if the file is corrupt, the supplied product is different from the one purchased, access was not delivered or a material aspect does not match the offer. Describe the fault and what you have already tried. The relevant remedy may include restored access, a corrected or replacement file, an appropriate price reduction or a refund, depending on the circumstances and applicable law.

A preference for another destination or a device issue alone is different from a product defect. However, a genuine failure to meet the contract should not be dismissed as a change of mind. Mandatory remedies are preserved; see Your Europe: guarantees for digital content for the EU framework.

6. Duplicate purchases

If you believe you bought the same product twice unintentionally, check for two completed orders and send both references. A duplicate completed purchase can be assessed separately from a single purchase followed by a change of mind. A pending card authorisation is not necessarily a duplicate order.

Do not share full bank statements or payment-card numbers in a first message. The relevant order identifiers and product title usually provide a better starting point. Any further information requested should be proportionate to verifying the issue.

7. Requesting help or a refund

Use the seller contact details in your receipt or the established contact channel. State the product, order reference, checkout email, approximate purchase date, problem and requested outcome. A clear explanation helps distinguish access support, product correction, a duplicate charge and a withdrawal request.

Approved refunds are normally returned through the original payment route where available. Processing depends on the payment provider and your financial institution; this page does not promise a fixed processing time. Contacting Payhip’s help service is not a substitute for first bringing a product or refund issue to the seller through the published route.

8. Rights & existing purchases

This policy does not limit rights that cannot legally be waived. Product-specific promises made in the offer and the terms accepted for an existing purchase remain relevant. A later policy update does not retrospectively take those rights away. For permitted use of downloaded material, read the personal-use licence.