Refund Policy

Last Updated: November 1, 2025

1. Overview

At SLCTrips, we strive to provide high-quality digital content and exceptional customer service. This Refund Policy explains our approach to refunds for TripKit purchases and other digital products.

Important: Digital content purchases are generally non-refundable once downloaded or accessed. Please review TripKit descriptions and previews carefully before purchasing.

2. General Refund Policy

2.1 Digital Content Nature

TripKits are digital products delivered electronically
Upon purchase, you receive immediate access to digital content
Once content is accessed or downloaded, it cannot be "returned"
All sales are generally considered final

2.2 No-Questions-Asked Refund Period

We offer a 7-day satisfaction guarantee for all TripKit purchases:

Conditions:

Request must be made within 7 days of purchase
No more than 3 refund requests per account per year
Account must be in good standing (no violations of Terms of Service)

How to Request:

Contact support at Dan@slctrips.com within 7 days
Provide order number and brief reason for refund
Refunds processed within 5-10 business days

2.3 Refund Method

Refunds are issued to the original payment method
Processing time: 5-10 business days via Stripe
Payment processor fees may not be refundable
Refunds appear as credits on your statement (timing varies by bank)

3. Refund Eligibility

3.1 Eligible for Refund

Full Refund (within 7 days):

TripKit does not match its description
Technical issues prevent access to purchased content
Duplicate purchases (automatic full refund)
Unauthorized charges (with verification)
Change of mind (within 7-day window)

Partial Refund (case-by-case):

Missing content or features as described
Significant errors in content
Service disruption preventing content access

Account Credit (at our discretion):

Multiple issues with purchased content
Long-term access problems
Customer loyalty considerations

3.2 NOT Eligible for Refund

Refunds will generally be denied for:

Requests made more than 7 days after purchase (unless exceptional circumstances)
Change of plans or inability to travel
Content that meets its description but doesn't suit personal preferences
Accounts with history of refund abuse
Content accessed or downloaded from accounts with Terms of Service violations
Promotional or discounted purchases (unless legally required)
Bundle purchases where individual items were accessed
Free content (TK-000 Guardian content)

4. Specific Product Policies

4.1 TripKit Purchases

Individual TripKits:

7-day refund period from purchase date
Full refund if content not accessed
Discretionary refund if accessed within 7 days

TripKit Bundles:

7-day refund period applies to entire bundle
If any kit in bundle is accessed, refund may be partial
Refund value calculated based on accessed vs. unaccessed content

Pre-Order TripKits (if applicable):

Full refund available anytime before content release
Standard 7-day policy applies after release

4.2 TK-000 Guardian Content

Free Educational Content:

TK-000 county profiles are free
No refunds applicable (no purchase made)
Access may be revoked for Terms of Service violations

4.3 Future Subscription Services (if implemented)

Monthly/Annual Subscriptions:

Refunds prorated for unused portion
Cancellation effective at end of current billing period
No refunds for partial month usage

5. Technical Issues and Service Disruptions

5.1 Platform Issues

If technical problems prevent access to purchased content:

Our Responsibility:

Server outages or platform downtime
Broken download links
Corrupted files or missing content
Authentication or access errors

Resolution:

Contact support immediately
We will attempt to resolve technical issues within 48 hours
If unresolved, full refund or account credit offered
Extended access may be provided as compensation

5.2 User-Side Issues

We generally cannot offer refunds for:

Poor internet connection
Device incompatibility (check system requirements)
User error or misunderstanding of features
Lost account credentials (we can help recover)

Exception: If technical requirements were not clearly stated, we may offer partial refund or credit.

6. Refund Process

6.1 How to Request a Refund

Step 1: Contact Support

Email: Dan@slctrips.com
Subject: "Refund Request - Order #[your order number]"
Include:
- Order number or purchase confirmation
- Purchase date
- TripKit name(s)
- Reason for refund request
- Account email

Step 2: Review

Our team will review your request within 2 business days
We may ask clarifying questions
We may attempt to resolve issues before processing refund

Step 3: Decision

You'll receive an email with our decision
If approved: Refund processed to original payment method
If denied: Explanation provided with any alternative solutions

Step 4: Processing

Approved refunds processed within 5-10 business days
Stripe handles the actual refund transaction
You'll receive confirmation email when refund is issued

6.2 Timeline

Request Review: 1-2 business days
Refund Processing: 5-10 business days
Bank Credit: Varies by financial institution (typically 3-5 additional days)

Total Time: 10-20 business days from request to bank credit

7. Disputed Charges and Chargebacks

7.1 Contact Us First

Before initiating a chargeback with your bank:

Contact our support team
Most issues can be resolved quickly
Chargebacks can take 60-90 days and may result in account suspension

7.2 Chargeback Consequences

If you initiate a chargeback without contacting us:

Your account may be suspended during investigation
Access to purchased content may be revoked
We will provide transaction evidence to payment processor
If chargeback is found fraudulent, account will be permanently banned

7.3 Fraudulent Charges

If you believe a charge is fraudulent:

Contact us immediately
We will investigate and refund if unauthorized
Change your password and enable two-factor authentication
We may file fraud reports for account protection

8. Promotional and Discounted Purchases

8.1 Sale Purchases

Standard 7-day refund policy applies
Refund amount is the discounted price you paid (not full price)
Sale items cannot be returned after sale period for price adjustment

8.2 Coupon or Promo Code Purchases

Refund is the amount actually charged
Promo codes may not be reissued for refunded purchases
One-time promo codes are not transferable to new purchases

8.3 Bundle Deals

If bundle accessed partially, refund calculated on unaccessed content
Bundle pricing may mean individual items have no separate refund value

9. Account Closure and Content Access

9.1 Refunds and Account Closure

Closing your account does NOT entitle you to refunds for past purchases
Purchased content older than 7 days is non-refundable
Recent purchases within 7-day window may be refunded

9.2 Content Access After Refund

Upon refund approval, access to refunded content is immediately revoked
Downloaded files should be deleted
Continued use of refunded content may violate copyright law

9.3 Partial Refunds and Access

For partial refunds, access to paid portions continues
Refunded portions are removed from your account

10. Exceptions and Special Circumstances

10.1 Discretionary Refunds

We reserve the right to issue refunds outside this policy for:

Exceptional customer service situations
Repeated technical issues
Billing errors on our part
Legal requirements
Medical or family emergencies (with documentation)

10.2 Store Credit Alternative

In some cases, we may offer store credit instead of refund:

Requests outside 7-day window
Partial bundle refunds
Technical issue compensation
Customer loyalty rewards

Store Credit Terms:

Never expires
Can be used for any TripKit purchase
Not transferable or redeemable for cash
Remains in account even after closure (can be used if account reopened)

10.3 Bulk or Educational Purchases

Special refund terms may apply for:

School or educational institution purchases
Group or organizational licenses (if implemented)
Enterprise or commercial use agreements

Contact our sales team for custom refund terms.

11. Legal Rights

11.1 Consumer Protection Laws

This policy does not affect your statutory rights under applicable consumer protection laws, including:

United States:

FTC regulations on digital purchases
State consumer protection laws
Right to dispute fraudulent charges

European Union (if applicable):

14-day withdrawal right (with exceptions for digital content)
Consumer Rights Directive
Right to refund for defective digital content

Other Jurisdictions:

Local consumer protection laws may grant additional rights
This policy provides our standard terms; legal rights may exceed these terms

11.2 Conflict with Law

If any provision of this policy conflicts with applicable law, the legal requirement takes precedence.

12. Contact Information

12.1 Refund Requests

Email: Dan@slctrips.com Subject: "Refund Request - Order #[number]"

12.2 Billing Questions

Email: Dan@slctrips.com

12.3 General Support

Email: Dan@slctrips.com

12.4 Response Time

Refund requests: 1-2 business days
General inquiries: 24-48 hours
Technical issues: 24 hours

13. Policy Updates

13.1 Changes to This Policy

We may update this Refund Policy periodically
Changes will be posted with updated "Last Updated" date
Material changes will be communicated via email
Continued use after changes constitutes acceptance

13.2 Effective Date

This policy is effective as of the "Last Updated" date
Applies to all purchases made on or after this date
Prior purchases subject to policy in effect at time of purchase

Questions?

If you have any questions about our refund policy, please contact our support team. We're here to help ensure you have a positive experience with SLCTrips.

Summary:

7-day satisfaction guarantee on all TripKit purchases
Contact support for refund requests
Refunds processed in 5-10 business days
Digital content generally non-refundable after access
Technical issues resolved or refunded
Contact us before initiating chargebacks

Thank you for choosing SLCTrips for your Utah travel planning!