Digital products refund policy

DIGITAL PRODUCTS REFUND POLICY. 1. Purpose. This Policy governs the conditions applicable to refunds, cancellations and withdrawal in relation to digital products marketed by VOYARA. This Policy applies without prejudice to any mandatory rights that the user may have when acting as a consumer under applicable law. 2. Owner. VOYARA is a platform operated by ALARA AS, a company incorporated under the laws of Norway, with company registration number 937 674 686 and registered office at Enerhauggata 7, 0651 Oslo, Norway. Contact email: support@voyara.city. 3. VOYARA digital products. VOYARA markets digital products, including digital city editions, e-books, digital guides, memberships, promotional content, access codes, validation systems and other digital content delivered electronically. After purchase, the user may receive immediate access to the digital product purchased. 4. Nature of the digital product. VOYARA digital products may include information, recommendations, editorial content, collaborating establishments, benefits, promotions, discounts, experiences, maps, codes, links or digital functionalities. The user acknowledges that, due to its nature, the digital product may be consumed, viewed, downloaded or used immediately after purchase, without the possibility of physical return. The user further acknowledges that VOYARA does not guarantee the actual enjoyment of a minimum number of benefits, reservations, food or beverage services, discounts, access or experiences, as these may depend on conditions, availability or requirements of independent collaborating establishments. 5. General refund rule. Due to the digital nature of VOYARA products, sales shall generally be final and non- refundable once access to the digital content has been granted. Once the user has accessed, downloaded, opened, activated or used the digital product, VOYARA shall not be obliged to grant a refund, except in the cases provided for in this Policy or where required by applicable law. 6. Right of withdrawal. Where the user acts as a consumer and consumer protection regulations apply, the user may have a legal right of withdrawal for a period of fourteen (14) days from the date of purchase. However, where the product purchased consists of digital content not supplied on a tangible medium, the user may lose their right of withdrawal once access, download, delivery or performance of the digital content has begun, provided that: a) The user has expressly consented to the immediate start of performance of the contract; and b) The user has acknowledged that, as a consequence of such immediate start, they will lose their right of withdrawal. 7. Consent during the checkout process. Before granting immediate access to the digital product, VOYARA may ask the user to expressly confirm, by means of an unticked checkbox or equivalent mechanism, that: a) The user requests immediate access to the digital product. b) The user consents to the immediate start of performance of the contract. c) The user acknowledges that they will lose their right of withdrawal once access to the digital content has been provided. Without such confirmation, VOYARA may delay access to the digital product until the expiry of the legal withdrawal period or apply the mechanism that is legally appropriate. 8. Cases in which a refund may be considered. VOYARA may consider granting a full or partial refund in exceptional circumstances, including: a) Accidental duplicate purchase of the same digital product. b) Incorrect charge resulting from a technical or payment processing error. c) Technical inability to access the digital product attributable to VOYARA that cannot be resolved within a reasonable period. d) Digital product not delivered due to a cause attributable to VOYARA. e) Other cases in which VOYARA considers it reasonable to grant a refund. The granting of a refund in a specific case shall not imply an obligation to grant refunds in future or similar cases. 9. Cases in which refunds will normally not apply. Unless applicable law provides otherwise, refunds will normally not apply where: a) The user has accessed, downloaded, opened, activated or used the digital product. b) The user has changed their mind after accessing the product. c) The user does not use the benefits, promotions or establishments included in VOYARA. d) The user does not comply with the access conditions, age requirements, identification requirements, prior reservation, availability or rules of the collaborating establishment. e) The benefit cannot be enjoyed due to causes attributable to the user. f) The user has shared, assigned, resold, duplicated or misused their access, code or membership. g) The issue relates exclusively to a service provided by a collaborating establishment and not to access to VOYARA’s digital product. 10. Benefits offered by collaborating establishments. VOYARA digital products may include access to benefits, discounts, promotions or experiences offered by independent collaborating establishments. Such benefits shall be subject to availability, dates, opening hours, capacity, minimum age, identification, prior reservation, access rules, dress code, safety conditions, minimum consumption, legal restrictions and any other conditions indicated in each case or applied by the collaborating establishment. VOYARA does not guarantee that the user will enjoy a minimum number of benefits, reservations, discounts, food or beverage services, access or experiences. VOYARA shall not be responsible for the refusal, modification, cancellation, unavailability, poor provision or specific conditions of a benefit where this is attributable to the collaborating establishment or results from circumstances beyond VOYARA’s reasonable control. Claims relating to services, products, food or beverage services, reservations, experiences, access or benefits provided by collaborating establishments must be addressed to the relevant establishment, without prejudice to VOYARA’s ability to provide reasonable assistance in managing the incident. 11. Responsibility of VOYARA. VOYARA shall be responsible for the delivery of the digital product purchased from VOYARA and for the operation of the platform and validation system to the extent that such elements are directly dependent on VOYARA. Where the user is unable to access the digital product due to a technical incident attributable to VOYARA, the user must notify VOYARA at support@voyara.city. VOYARA shall make reasonable efforts to resolve the incident. If the incident is attributable to VOYARA and substantially and definitively prevents access to the digital product, VOYARA may grant a refund, replacement, access extension or another reasonable solution. 12. Responsibility of collaborating establishments. VOYARA shall not be responsible for refunds, cancellations, unavailability, refusal of service, service quality, access conditions, age restrictions, reservations, food and beverage services, accidents, incidents or any other matter arising from services provided by collaborating establishments. Any claim relating to the actual provision of services, products, reservations, food and beverage services, experiences or benefits by a collaborating establishment must be addressed directly to the relevant establishment. 13. Procedure for requesting a refund. Refund requests must be sent to support@voyara.city and must include: a) The user’s full name. b) The email address used for the purchase. c) Date of purchase. d) Product purchased. e) Proof or reference of payment. f) Reason for the request. g) Description of the incident, where applicable. VOYARA may request additional information reasonably necessary to verify the request. 14. Review period. VOYARA shall review the request and respond within a reasonable period from receipt of the necessary information. Where a refund is granted, it shall be made, whenever possible, using the same payment method used for the purchase, unless another method permitted by applicable law is agreed. 15. Fraud or misuse. VOYARA may reject refund requests where there are indications of fraud, abuse, code duplication, resale, unauthorised use, technical manipulation, improper access, breach of the Terms and Conditions or use contrary to good faith. VOYARA may suspend, block or cancel access, codes, accounts, memberships or benefits where it detects fraudulent or improper use of the digital product or validation system. 16. Relationship with other documents. This Policy supplements VOYARA’s Terms and Conditions, Privacy Policy and, where applicable, Cookie Policy. In the event of any contradiction between this Policy and the Terms and Conditions, the interpretation most consistent with the digital nature of the product purchased and with any mandatory rights that consumers may have under applicable law shall prevail. 17. Contact. For any questions relating to this Policy, the user may contact VOYARA at support@voyara.city. © 2026 VOYARA. All rights reserved.