This refund policy applies to all paid digital content and customized itinerary planning services purchased through the MORBERT LLC travel guide website, and together with the website’s “Terms of Use,” “Delivery Policy,” and “Disclaimer,” it constitutes a complete service agreement.
1. Refund eligibility rules
1.1 Automatic delivery of digital content (paid strategy package, offline map data package): Due to the replicability of digital content once delivered, refunds without reason are not supported after you successfully obtain the download link. If the file you receive has significant quality defects such as inability to open, extensive missing content, etc., and cannot be repaired by reissuing, you can submit a refund request within 7 natural days after purchase.
1.2 Manual customized itinerary planning service: Before the exclusive planner officially starts making your plan, you can apply for a full refund at any time; When the planner has initiated the production of the plan but has not yet delivered the finished product, a refund will be applied. 30% of the order amount will be deducted as labor service costs to refund the remaining amount; After the completion and delivery of the plan, only when the final product seriously deviates from the core agreement of the requirement form you submitted, can you apply for a 50% partial refund.
1.3 Monthly/Annual Membership Subscription Service: New users who do not download any exclusive paid content within 3 natural days after their first subscription can apply for a full refund; If the subscription benefits have been partially used or have exceeded the 3-day application window, only a partial refund calculated based on the remaining unused time can be applied for.
1.4 All free content, completed delivery, and verified services do not support refund requests.
2. Refund application process
2.1 You need to submit the refund application through the official customer service email of the website within the refund application window of the corresponding service. The email should include the order number, the reserved email for placing the order, and a detailed explanation of the refund reason.
2.2 We will complete the review within 3 US working days after receiving the application and provide you with feedback on the review results via email.
2.3 Refunds that have been approved will be returned to your original payment account, with a processing time of 3-10 working days, depending on the rules of your payment institution.
3. Refund exclusion situations
We will directly reject the refund application in the following situations:
You apply for a refund of the delivered content due to temporary cancellation of your personal itinerary or changes in travel plans;
You have not fully utilized the content and only applied for a refund on the grounds of ‘not meeting personal expectations’;
You leaked your account information on your own, causing the content to be downloaded and used by others, and apply for a refund on this grounds;
You have violated the website’s terms of use and have requested a refund after the service has been terminated.