Refunds.
Assessed case by case.

Scope

This policy applies to digital products purchased through UrbexNow, including urbex maps, individual locations and upgrades.

The policy supplements the information on the product page, the delivery policy and the terms and conditions. Statutory consumer rights cannot be excluded by this policy.

Cooling-off period for an online purchase

As a rule, a consumer has a fourteen-day cooling-off period for an online contract. During this period, the contract may be withdrawn from without giving a reason, unless a statutory exception applies.

The fact that a product is digital does not in itself mean that the cooling-off period expires automatically.

Immediate digital delivery and loss of the cooling-off period

The right of withdrawal for digital content not supplied on a tangible medium may expire when:

• the customer expressly agrees in advance to delivery during the cooling-off period;
• the customer acknowledges that this causes the right of withdrawal to be lost; and
• UrbexNow provides the required confirmation of that consent and acknowledgement.

If the statutory conditions have not been met, it cannot be assumed solely on the basis of this policy that the cooling-off period has expired.

Cancellation before digital delivery has started

Has the digital content not yet been made available and has delivery not yet started? Contact us as soon as possible. If the order can still be stopped, it will be cancelled and the amount paid will be refunded.

This does not affect the statutory right of withdrawal where it still applies.

Not delivered or not in conformity with the contract

Has the digital content not been delivered, does the access not work or does the product differ materially from what was agreed? Report the problem to UrbexNow.

Depending on the situation, we first try to complete the delivery or bring the product into conformity with the contract free of charge within a reasonable period, for example by:

• granting access again;
• providing a working link or file;
• supplying missing content;
• repairing a technical error;
• providing a suitable replacement delivery, where legally and practically appropriate.

If repair is impossible or disproportionate, is not completed within a reasonable period, the defect recurs or is sufficiently serious, a proportionate price reduction or termination and refund may be appropriate.

Changing nature of urbex locations

Abandoned locations may be closed off, demolished, renovated, secured or otherwise changed over time. The current situation may therefore differ from the time when the information was collected.

A later change to a location does not automatically entitle the customer to a refund where the changing nature of the product was clearly explained in advance and the information supplied conformed to the agreements at the time of delivery.

This is not an exemption from statutory conformity rights. If the content is materially incorrect, unusable or otherwise not as agreed at the time of delivery, we assess the request under the previous section.

Situations without an automatic right to a refund

Insofar as the cooling-off period has validly expired and the product has been delivered correctly, there is no automatic right to a refund when:

• the customer changes their mind after purchase;
• the customer accidentally chooses the wrong product and digital delivery has already started;
• the information corresponds to the product description but not to a personal expectation;
• the customer does not have a technical requirement or account stated in advance;
• a location changes due to external circumstances after correct delivery;
• access is restricted because of demonstrably unauthorised sharing or other serious misuse.

UrbexNow may voluntarily offer a goodwill solution in an individual case. A goodwill solution does not acknowledge that a right to a refund exists in similar cases.

Duplicate payment or duplicate order

Was exactly the same product paid for twice due to a technical error or demonstrable mistake? Contact us with both order numbers. After verification, the unintended duplicate payment will be refunded if a separate duplicate delivery is neither wanted nor used.

Submitting a request

Always state the following in a request:

• your name and the email address used for the order;
• the order number;
• the exact product title;
• what you believe went wrong;
• when you discovered the problem;
• any error messages or screenshots required for investigation.

Send only information relevant to the assessment. Do not share passwords, full payment card details or unnecessary identity documents.

Processing a refund

When a statutory price reduction or termination is accepted, we make the refund due without undue delay and no later than within the applicable statutory period.

The refund is made using the same payment method as for the original payment, unless another free method is expressly agreed.

Misuse, fraud and chargebacks

An unfounded chargeback does not replace a normal request to UrbexNow. We may use relevant order, delivery and access data to respond to a payment dispute.

Fraud, unauthorised sharing, resale or manipulation of evidence may affect access and further service. This does not limit any rights a consumer genuinely has under mandatory law.

Withdrawal, termination and other statutory rights

Insofar as the right of withdrawal applies, the consumer may send an unambiguous statement within the statutory period that the contract is being withdrawn from. In addition, the webshop must provide the legally required online termination function for contracts to which this obligation applies.

A claim based on defective digital content is separate from a claim based on the cooling-off period. In the event of a defect, the statutory rules on delivery, repair, price reduction and termination apply.