Refund & Cancellation Policy

1. The rule, in one line

Free cancellation and a full refund at any time before we send your QR code. No refund after your QR code has been sent, except in the specific circumstances listed in section 5. Because the code is open-dated, a visit you cannot make on the day you planned is not a lost ticket — see section 5.

2. Before your QR code is sent

Email [email protected] with your booking reference, or message +212 607-223008 on WhatsApp. We will cancel the booking and refund the full amount you paid, with no fee and no questions.

Refunds are returned to the original payment method. Your bank decides how quickly the money reappears; in practice this is usually 3–10 working days.

You can check whether your ticket has been sent by looking for our delivery email. If in doubt, ask us — we will tell you the status of your booking before you decide.

3. After your QR code is sent

Once we have sent your QR code, the booking cannot be refunded.

This is not an arbitrary cut-off. At that point we have bought the entry ticket from the official channel and put it in your hands. The code admits whoever presents it — it carries no name and no date — so from the moment it reaches you it can be used, saved or forwarded, and we have no way to establish that it has not been. The service you engaged us to perform has been performed in full.

4. Why the 14-day cancellation right does not apply after delivery

Consumers in the EU and the UK normally have 14 days to cancel a distance contract. Two established exceptions apply to what we sell, and together they cover the whole of it. We are setting them out plainly rather than burying them, because you should be able to check our reasoning.

The entry ticket. What you engage us to do is obtain an official ticket on your behalf — a service. A service contract is excluded from the 14-day right once the service has been fully performed, where performance began with your prior express consent and with your acknowledgment that the right would be lost on completion (EU Consumer Rights Directive 2011/83/EU, Article 16(a), and the equivalent provision in the UK Consumer Contracts Regulations 2013). Your instruction is carried out in full at the moment the ticket is in your hands, which is why that moment, and not the visit date, is the cut-off.

The audio guide. Digital content not supplied on a tangible medium is excluded from the 14-day right where supply has begun with the consumer's prior express consent and their acknowledgment that the right is thereby lost (Article 16(m), and the equivalent UK provision). That is precisely what the second checkbox at our checkout obtains, in your own language, before you pay — and we store the wording you saw together with the time you accepted it.

Because we obtain that consent, and because we do not begin supply until we send your QR code, you keep a genuine and unlimited cancellation right right up to the moment the service is delivered. We think that is a fairer arrangement than a 14-day window that expires while you are still waiting for your ticket.

5. When we refund a delivered booking anyway

We will refund in full, after delivery, in each of these cases:

• The monument was closed on your planned visit date and you could not enter — including unscheduled closures for restoration, official visits, religious observance or weather. Because your code is open-dated you are welcome to go on another day instead; if that does not suit you, we refund in full.
• The ticket we supplied was not valid for the date, monument or number of visitors you booked.
• We failed to deliver your QR code before your visit date.
• We made an error in your booking that we could not correct before your visit.

6. If you do not attend

A code you did not use is not refundable, but it is not wasted either: it carries no date, so it still admits you whenever you next come. What we cannot do is take it back — once it has reached you we have no way to establish it was not used or passed on.

If you know in advance that you cannot attend, tell us anyway. If we have not yet sent your QR code, we will cancel and refund you in full. If we have, we cannot refund you — but where a monument permits a date change we will ask on your behalf, without any promise that they will agree.

7. Changing a booking

Before delivery, we will change your date or number of visitors free of charge, subject to availability. If the new booking costs more, you pay the difference; if it costs less, we refund the difference.

After delivery, date changes are at the monument's discretion and are usually not possible.

8. How to make a claim

Email [email protected] with your booking reference and, where relevant, a photograph of the closure notice or of the ticket you were refused on. We aim to respond within 24 hours and to decide refund claims within 14 days of receiving the information we need.

If we reject a claim we will tell you why, in writing, and explain how to escalate it.

9. Before you contact your bank

Please talk to us first. We refund quickly where a refund is due, and a chargeback takes considerably longer to resolve than an email does.

Where a booking was delivered as described and the terms above were accepted at checkout, we will contest a chargeback and provide the payment provider with the record of what was shown and agreed at the time of purchase.