Legal document

Refund policy

Last update: July 22, 20262026-07-refunds-v1

01Scope of this policy

This policy explains cancellation, withdrawal, incident and refund handling for digital audio tours acquired from Echoris. It applies to web purchases processed by Echoris. If Apple, Google or another distributor acted as merchant or payment operator, that channel's procedure also applies.

Nothing here reduces mandatory consumer guarantees, remedies or rights. Internal timeframes and criteria describe the ordinary support channel and do not prevent a lack-of-conformity claim during the applicable statutory period.

02General withdrawal right

As a general rule, a consumer may have fourteen calendar days to withdraw from a distance contract without giving a reason, subject to statutory exceptions. Where withdrawal applies and valid execution of digital content has not begun, an unequivocal statement sent within the period is sufficient.

For efficient identification, write to support@echorisapp.com with the account email, order identifier, title and a clear statement that you wish to withdraw. No fixed wording is required, although we may request proportionate information to verify ownership and prevent fraud.

03Digital-content exception

Access to an audio tour is the supply of digital content not delivered on a tangible medium. The withdrawal right may cease once performance begins with the consumer's prior express consent and acknowledgement that the right is consequently lost.

Purchase alone is not enough to rely on the exception. Echoris must be able to evidence the express request, acknowledgement of the consequence and contractual confirmation. If those conditions are not met, this policy does not presume that withdrawal disappeared.

04Request for immediate access

Before immediate payment or delivery, a separate, unticked and blocking checkbox requests that download start immediately and acknowledges loss of withdrawal once performance begins, in line with Article 103.m of the Spanish consolidated consumer law where applicable.

We record the text version and server-assigned date against the purchase, and confirmation must appear in the receipt or other durable medium. Accepting general terms, signing in or opening a legal page never ticks or replaces this specific consent.

05Technical incidents

If content cannot be downloaded, opened or played for a reason attributable to the service, contact support@echorisapp.com with device, app version, order and reproduction steps. Do not send passwords or full payment details. We first seek to restore access, deliver conforming content or correct the issue within a reasonable time.

If bringing the content into conformity is impossible, unreasonably delayed, causes significant inconvenience or the defect is sufficiently serious, we assess the price reduction, termination or refund required. Connectivity, storage or a disclosed incompatibility may need diagnosis before selecting a remedy.

06Duplicate or unauthorised charges

If you see duplicate charges for one acquisition or a transaction you do not recognise, report it promptly with visible identifiers and payment channel. We review orders, webhooks and idempotency without requesting the full card number. A pending bank authorisation is not always a settled charge.

Apple or Google transactions may need to be reported from the store order history. For web purchases we may coordinate with Stripe and the acquiring bank. Suspected fraud and chargebacks are investigated while preserving both parties' rights.

07Defective or non-conforming content

An audio tour should substantially match its listed description, format, language, duration and compatibility and provide reasonably expected functionality. A subjective preference about style or voice is not by itself non-conformity, while a misleading description, corrupt file, wrong language or material omission may justify review.

We may seek evidence and consult the creator without disclosing more personal data than needed. Depending on the case, the remedy may be correction, replacement, restored access, proportionate price reduction or refund. Removal for rights infringement is also assessed in relation to acquired access.

08Exceptional goodwill refunds

Even where not legally required, Echoris may issue a goodwill refund for justified reasons such as a severe service incident or an experience clearly different from the listing. Decisions are case-specific, create no automatic entitlement for future purchases and do not restrict statutory guarantees.

We may reject abusive or repeated requests, substantial-use claims or requests supported by false information, explaining the reason where possible. A mandatory remedy is never refused merely because the request falls outside the voluntary goodwill criteria.

09Refund method and timing

An approved refund is normally returned to the original payment method unless impossible or another valid arrangement is agreed. Echoris confirms the decision and amount; the time until funds appear depends on provider, bank, currency and payment method.

Fees or exchange differences beyond Echoris's control are handled under applicable law and payment terms. If an approved refund is absent after the period in the confirmation, reply to the support thread so we can provide the refund reference.

10Apple App Store and Google Play purchases

Where Apple or Google processed a purchase, their systems may manage billing, cancellation and refunds. Echoris identifies the proper channel and does not promise to execute directly a refund controlled technically by the store. Applicable legal rights remain even where the distributor's process is used.

The mobile app must comply with current payment policy for each storefront and territory. External links, alternative billing and access to prior purchases may vary. This policy does not turn a web purchase into a store purchase or the reverse; the receipt identifies the processor.

11How to request help or a refund

Write to support@echorisapp.com from the account email and include order ID, audio tour, date, purchase channel and reason. For a technical issue, include device and reproduction steps. Never send passwords, one-time codes or full card numbers.

We acknowledge the request and may seek clarification. The outcome states whether access is restored, content corrected, a reduction or refund granted, or the request refused with the essential reason. Keep the receipt and correspondence as a durable record.