Your rights under Australian Consumer Law come first
Nothing on this page limits the consumer guarantees you have under the Australian Consumer Law, and nothing here can take them away. Those guarantees apply on top of this policy, and they are not capped at 30 days.
If what you bought has a major problem — it is substantially different from how it was described, or it is unfit for the purpose we said it was for — you are entitled to a refund or a replacement, and you choose which. For a problem that is not major, we can choose to fix it, replace it, or refund you. If you are outside Australia, your local consumer law may give you similar rights, and this policy does not displace them.
The rest of this page describes how we handle refunds beyond those rights, so that most requests never need to become a legal question.
What we'll usually refund
- What you bought doesn't match what was advertised (wrong neighbourhood, wrong vibe, completely different stops).
- A significant chunk of the places in it have permanently closed and it hasn't been updated.
- You bought it by accident, or bought twice, and haven't opened it yet.
- Technical issues stopped you from accessing it and we couldn't fix them.
What we won't usually refund
- "I didn't like it" — taste is personal. We do our best to describe each trip, list and guide accurately so you know what you're buying.
- A single stop being closed for the day, renovating, or fully booked. Things change; what you bought is a set of recommendations, not a guarantee.
- Requests after 30 days from purchase — except where a consumer guarantee applies (see above), or where we removed or lost access to something you bought. If we take content down within 12 months of your purchase and cannot give you equivalent access, contact us and we will refund you regardless of the 30 days. That is the promise we make in section 6 of our Terms of Service.
- You've used it on a full trip and now want your money back.
How to request a refund
Send an email to hello@wondrout.com with:
- The email address you used to purchase.
- The name of the trip, list or guide.
- Approximate purchase date.
- A sentence or two on what went wrong.
If we agree a refund is appropriate, we'll process it via Stripe back to your original payment method. It usually takes 5–10 business days to land back in your account, depending on your bank.
Creator payouts and refunds
Paid purchases on WondrOut are sold by independent creators via Stripe Connect. When a refund is issued, the matching transfer to the creator is also reversed. Creators are told up-front that all sales are subject to this policy.
Disputes and chargebacks
Before raising a chargeback with your bank, please email us first — we can almost always sort it out faster and more fairly than a chargeback process, and a chargeback can lock the money up for months.
If a chargeback is filed, WondrOut responds to it. Payments are taken on our Stripe account and passed on to the creator, so the dispute is ours to answer, not something you need to take up with the creator. Where a chargeback succeeds we recover the creator's share from them under our Creator Terms — but that is between us and them, and it does not delay or complicate your claim.
Changes to this policy
We may update this page from time to time. The version that applies to your purchase is the one published on the day you bought.
Questions? hello@wondrout.com.