Refund and Returns Policy

Because digital products can be supplied and accessed immediately, we do not normally provide refunds where:

* You have changed your mind.
* You no longer require the product.
* You purchased the product but did not use it.
* You found a similar product at a lower price.
* You are unable to complete the tour because of a change in your travel plans, schedule or personal circumstances.
* The digital product or access code has been downloaded, streamed, opened, activated, shared or used.

Australian Consumer Law does not generally require a business to provide a refund simply because a customer changed their mind, found the product cheaper elsewhere or decided they no longer needed it.

Please contact us as soon as possible if you:

* Accidentally purchased the same digital product more than once.
* Were charged more than once for the same order.
* Purchased the wrong audio tour by mistake.
* Entered an incorrect email address and did not receive your order.

Requests relating to accidental or incorrect purchases should be made within **30 days of purchase**.

Where an access code has not been activated or used, we may, at our discretion, provide a replacement product, exchange or refund. We may cancel the original access code before issuing a replacement or approving a refund.

The 30-day period applies only to these discretionary requests. It does not limit your rights where a digital product fails to meet a consumer guarantee under Australian Consumer Law.

Please contact us if:

* You did not receive the digital product or access code.
* The access link does not work.
* The licence key or access code is invalid.
* The code was already activated before it was supplied to you.
* Audio or downloadable files are missing, corrupted or cannot be opened.
* The product is substantially different from its description.
* The product cannot be used for its advertised purpose.
* You have been charged for a product that was not supplied.

Depending on the nature of the problem, we may:

* Resend the download or access email.
* Correct the email address associated with the order.
* Restore access to the digital product.
* Supply a replacement download link, licence key or access code.
* Provide an alternative compatible file.
* Offer an exchange.
* Provide a partial or full refund where appropriate.

Where a problem is minor, we may first attempt to correct it within a reasonable time. Where a product or service has a major problem, cannot be used for its intended purpose or cannot be corrected within a reasonable time, you may be entitled to a replacement, refund or cancellation under Australian Consumer Law.

Before purchasing, please check any technical requirements shown on the product page.

We do not normally provide a refund where the digital product is working as described but cannot be used because of:

* An incompatible or unsupported device.
* Insufficient storage space.
* Outdated software or operating systems.
* Device settings or security restrictions.
* Poor or unavailable internet or mobile-data access.
* A flat battery or device malfunction.
* Failure to download required files before travelling.
* Loss of an access email or code after it has been successfully delivered.
* Sharing or transferring a personal access code in breach of the applicable licence conditions.

This does not apply where the technical information provided on our website was incorrect or misleading, or where the product otherwise fails to meet a consumer guarantee

To request assistance, a replacement or a refund, contact us at enquiries@walkdarwin.com.au and provide:

* Your full name.
* The email address used for the purchase.
* Your order number or receipt.
* The name of the audio tour or digital product.
* The date of purchase.
* A description of the problem.
* A screenshot or copy of any error message, where available.
* The device and browser or application you were using.

Please do not publish or send your complete access code through a public website, review or social-media page. We may ask you to provide the code privately so that we can check whether it has been issued, activated or used.

Proof of purchase may be required before we can provide assistance or process a refund.

We will review your request and notify you by email whether a replacement, exchange or refund has been approved.

We may check:

* Whether the order was successfully delivered.
* Whether an access code was issued or activated.
* Whether the product has already been accessed or used.
* Whether the problem can be corrected.
* Whether the purchase was duplicated.
* Whether the issue is covered by this policy or Australian Consumer Law.

We will not require you to return a physical product because all products covered by this policy are supplied digitally.

Approved refunds will normally be returned to the original payment method unless we agree on another arrangement with you.

We will process an approved refund as promptly as reasonably possible. Your bank, card provider or payment service may require additional processing time before the refund appears in your account.

Refunds required under Australian Consumer Law should generally be provided using the original form of payment unless the business and customer agree otherwise.

If you have been notified that your refund has been processed but it has not appeared:

1. Check your bank or payment account again.
2. Contact your credit card company or payment provider.
3. Contact your bank, as processing times can vary.
4. Contact us at enquiries@walkdarwin.com.au if the refund still has not appeared.

Please include your order number and refund confirmation when contacting us.

Digital products purchased during a sale or promotion are covered by the same policy and Australian Consumer Law protections as regularly priced products.

A discounted price does not remove your rights where a product is faulty, not as described or otherwise fails to meet a consumer guarantee.

Where a digital product was purchased as a gift:

* Any approved refund will normally be returned to the original purchaser using the original payment method.
* A faulty or invalid gift access code may be replaced after the purchase has been verified.
* A gift recipient may contact us for technical assistance, but we may need to confirm the purchase with the original purchaser.

Refunds will not normally be provided where a problem has been caused by:

* Sharing, selling or transferring an individual access code without permission.
* Attempting to use a single-use code more than once.
* Unauthorised copying or distribution of digital files.
* Altering, damaging or deleting downloaded files.
* Using the product in a way that is inconsistent with the stated instructions or licence conditions.

This does not limit any rights you may have where the product itself was faulty or did not meet a consumer guarantee.

For questions about digital products, access codes, technical problems or refunds, contact:

Email:   enquiries@walkdarwin.com.au
Business:   Walk Darwin
Website:  www.walkdarwin.com.au

Please include your order number so that we can locate your purchase and assist you promptly.