Digital Delivery & Refund Policy

Instant Delivery

Download link sent to your email within 5 minutes of payment confirmation.

14-Day Guarantee

Full refund, no questions asked, within 14 days of purchase.

Lifetime Updates

All guide updates are free. Buy once, stay current forever.

All products sold at museumsinfo.digital are digital goods (collectively, 'Digital Products'), including:

• Premium Digital Audio Guides (MP3 audio files)
• Smart Itinerary PDFs (illustrated, printable)
• Offline Interactive Floor Maps
• Bonus curator interviews and supplementary audio tracks

No physical product is shipped. No delivery address is required. All products are delivered electronically via a secure download link emailed to the address you provide at checkout.

Step 1 — Purchase: Complete your checkout using Visa, Mastercard, Apple Pay, or PayPal. Payment is processed instantly through our secure, PCI-DSS certified payment partner.

Step 2 — Confirmation: Within 5 minutes of payment, you will receive an order confirmation email at the address you provided. This email includes your order ID and purchase receipt.

Step 3 — Download: A second email (or the same email, depending on your product) contains your secure, personalised download link. This link allows you to download all files included in your Digital Product.

Link validity: Your download link is active for 30 days from the date of purchase and supports unlimited personal downloads within that period. If you need access after 30 days, contact us at [email protected] with your order ID for a free link renewal.

Not received your link? Check your spam or junk folder first. If you cannot locate the email after 15 minutes, contact our support team — we will resend your link within 2 hours.

We stand fully behind every Digital Product we publish. If, for any reason, you are not satisfied with your purchase, we offer a complete refund within 14 days of your purchase date.

Our 14-Day Guarantee applies if:

• The audio guide did not meet your quality expectations.
• The content of the guide did not match the description on our website.
• You experienced a technical issue preventing download or playback that our support team was unable to resolve.
• You purchased the wrong guide by mistake.
• Any other reason — we operate a no-questions-asked policy within the 14-day window.

⚠️ Important note on GDPR & digital goods: Under EU Consumer Rights Directive, users who explicitly consent to the immediate supply of digital content and acknowledge that this means the right of withdrawal is forfeited may not be entitled to a statutory right of withdrawal after downloading. However, as a gesture of goodwill and commitment to customer satisfaction, MuseumsInfo.digital voluntarily offers this 14-day money-back guarantee to all customers regardless of location.

To request a refund, please follow these steps:

1. Email us at [email protected] from the email address used to make the purchase.

2. Use the subject line: Refund Request — [Your Order ID]

3. Include your full name, your order confirmation number (found in your purchase receipt), and optionally, a brief reason for the refund request (this helps us improve our products).

Processing time: We will confirm your refund request by email within 24 hours (business days). Refunds are issued to your original payment method within 5–10 business days, depending on your card issuer or PayPal processing time.

All refund requests submitted within 14 calendar days of the purchase date are eligible.

Refunds will not be issued if:

• The request is made more than 14 days after the original purchase date.
• The Digital Product has been used for a museum visit and the primary benefit has been received (in cases where you have explicitly used the guide during a museum visit and then request a refund — we may offer a partial store credit instead).
• The customer has previously received a refund for the same Digital Product.
• There is evidence of fraudulent purchase activity.

Even in the above cases, we encourage customers to contact us — we will always try to find a fair resolution, including guide exchanges, store credits, or access to updated versions.

Purchased Digital Products are eligible for lifetime free updates. When museums covered by your guide open new galleries, restructure exhibits, or make significant changes, we update our guide content and provide updated files at no additional cost.

You will be notified by email when an update to your purchased guide is available. Updated files are accessible via your original download link (or a renewed link if the 30-day initial period has elapsed). Please note that update timelines depend on the institution's schedule; we target a 30-day update cycle for major gallery changes.

If you experience any technical issues with your purchase — including download failures, file corruption, audio playback issues, or PDF rendering problems — please contact us before requesting a refund. Our team will resolve technical issues within 4 business hours.

Contact: [email protected] | +971 4 555 0899

All prices are in United States Dollars (USD). Refunds will be processed in USD to your original payment method. If currency conversion was applied by your bank or payment provider, the refunded amount in your local currency may differ slightly from the original charge due to exchange rate fluctuations. We are not responsible for such differences.

This Digital Delivery & Refund Policy is governed by the laws of the United Arab Emirates. For EU customers, applicable provisions of the EU Consumer Rights Directive are additionally honoured. Any disputes shall be handled in accordance with our Terms of Service.

MuseumsInfo Digital FZ-LLC
Building 1, Dubai Internet City, Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 4 555 0899
Support hours: Saturday–Thursday, 9:00 AM – 9:00 PM GST

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