Purchases and refunds

1. What you buy

A Rovefold product is digital content or a digital service: typically an itinerary template plus access to planning features described on the product page. Unless the offer expressly includes them, Rovefold does not sell transport, accommodation, insurance, visas, tickets, package travel, or a linked travel arrangement.

Your order should identify the specific product, included features, duration or route, access conditions, total price, currency, and any relevant compatibility or technical requirements.

2. Information before an order

Before you are bound by an order, checkout should clearly provide:

• the provider’s verified identity, contact details, and registered address;
• the main characteristics and functionality of the digital product;
• the total price and currency, or how the price is calculated;
• how and when the product will be supplied and how long access lasts;
• complaint handling, support, updates, and relevant compatibility information;
• the withdrawal right and any conditions for immediate digital delivery;
• the button wording that unambiguously shows the order creates a payment obligation.

The order confirmation and required contract information should be delivered on a durable medium, normally by email, so you can keep an unchanged copy.

3. The 14-day withdrawal right and immediate access

Distance contracts generally give consumers a 14-day withdrawal period. For paid digital content not supplied on a physical medium, that right can end after supply begins only where the consumer expressly asks for performance to start during the withdrawal period, expressly acknowledges the resulting loss of the withdrawal right, and receives the required confirmation.

To exercise an available withdrawal right, email support@rovefold.com and identify yourself, the order code, the product, the order date, and a clear statement that you withdraw. A specific form is helpful but not required unless applicable law says otherwise.

4. If the digital product is missing or defective

The product should be supplied without undue delay, match its description and preview, and provide the agreed functionality, compatibility, instructions, support, access, and security. Relevant updates, including security updates, must be supplied for the period a consumer can reasonably expect.

If that does not happen, mandatory rights may include:

1. requiring Rovefold to supply the missing product;
2. requiring Rovefold to bring it into conformity within a reasonable time, without charge and without significant inconvenience;
3. requesting a proportionate price reduction; or
4. terminating the contract where the legal conditions are met.

A consumer can generally report a defect that appears within the legally applicable liability period. For a continuously supplied service, conformity is required throughout the supply period.

5. How to make a complaint

Email support@rovefold.com and include:

• the account email and order code;
• the product or trip title;
• what you expected and what happened;
• when the problem began and whether it still occurs;
• the remedy you request;
• a cropped screenshot or error message if useful.

Do not send passwords, one-time codes, full card information, CVC, or unnecessary identity documents. Rovefold should confirm receipt and handle a consumer complaint within the applicable statutory period; under Czech consumer law this is generally 30 days unless a longer period is agreed.

6. Refunds

A refund may follow a valid withdrawal, contract termination, price reduction, duplicate payment, failed supply, or another legal or agreed remedy. Where the law requires it, money is returned without unnecessary delay and no later than the applicable deadline, using the original payment method unless another method is expressly agreed without extra cost.

A discretionary refund policy may be more generous than statutory rights but cannot replace or restrict them. The final page must be reconciled with the payment provider and accounting process actually used in production.

7. Out-of-court consumer disputes

Please contact Rovefold first so the issue can be resolved directly. If a Czech consumer dispute from a sales or service contract cannot be resolved, the competent out-of-court dispute-resolution entity is:

Czech Trade Inspection Authority (Česká obchodní inspekce)
Central Inspectorate – ADR Department
Gorazdova 1969/24, 120 00 Prague 2, Czech Republic
Email: adr@coi.gov.cz
Web: coi.gov.cz/informace-o-adr/

A consumer normally needs to show an unsuccessful attempt to resolve the claim directly. The former EU Online Dispute Resolution platform stopped accepting complaints in March 2025 and was discontinued in July 2025.