Refunds and cancellation

Refund Policy

In short

Store purchases are refunded by Apple or Google. On the web you have 14 days to withdraw from a subscription: use the withdraw function in your account or send us the form below, and we refund what you paid minus the days you used. Single guides and day passes you ask us to open at once cannot be withdrawn after access starts, but your rights for faulty or missing access stay. The full text follows.

About this policy

This policy explains how refunds work for the MovItaly premium subscription and for professional bookings. Prices, renewal and cancellation are set out in the subscription terms. Lodato Solutions LLC, a company organised in Delaware, United States, sells the subscription ("we", "us").

Purchases in the iPhone, iPad or Android app

Apple and Google take the payment for store purchases, so they decide refund requests under their own rules. We cannot refund these payments ourselves. To ask for a refund, use Apple's "Report a problem" page for App Store purchases, or the Google Play help page on refunds for Play purchases. Your right of withdrawal in the EU may apply through the store, and the store's rules explain how to use it. If a store refunds you, your premium access ends at once, and our systems record the subscription as refunded.

Subscription purchases on the web

Web payments are taken by Stripe for us. If you are a consumer in the EU, you have 14 days from the start of the subscription to withdraw from the distance contract, without giving a reason. At checkout you ask us to start premium at once and confirm the statements in the subscription terms. If you withdraw within the 14 days, the subscription ends at once and we refund what you paid minus a proportionate amount for the days you used (counted on a 30-day month). If the checkout statements were not recorded, we deduct nothing. The refund goes to the payment method you used, within 14 days of your withdrawal. This follows Italian consumer law (Codice del Consumo) and EU Directive 2011/83.

How to withdraw on the web

The quickest way is the withdraw function in your account: open your account page, choose Manage subscription and then Withdraw from contract, and confirm. We acknowledge your withdrawal without delay. You can also use the model form below or write to To be confirmed. After day 14 the function is closed, and you can still cancel for the next period at any time.

Your other rights

The waiver does not take away your other rights. If premium does not work as promised, is defective or is not as described, you keep the legal guarantee rights that the law of your country gives you for digital content and services, and you can write to us to ask for a repair, a price reduction or a refund. We will also refund a charge made in error, such as a double charge or a charge after you cancelled in time. We do not refund a renewal merely because you forgot to cancel, unless the law or the store rules require it.

Refund when we close your account

If we close your paid account and you did not break the rules, we refund the unused part of the current paid period for web payments, counted by the day. For store payments, we ask Apple or Google to apply their refund process, and we will support your request. If you close your account yourself, the time already paid is not refunded, and you keep premium until the end of that period unless the law says otherwise.

How to ask for a refund on the web

Write to To be confirmed from the email address of your account. Say that you want a refund, give the date of the charge and explain the reason. We answer as soon as we can. If we agree, we refund the same payment method through Stripe. The money usually reaches you within a few working days, depending on your bank or card issuer. If we refuse, we explain why, and you can still use the complaint route of your country or go to court.

Single guides and the 24-hour assistant pass

Besides the subscription we sell single premium guides and a 24-hour assistant day pass, and you can also get them with earned points. Lodato Solutions LLC is the seller in every case.

• In the iPhone, iPad or Android app, Apple or Google take the payment and decide refund requests under their own rules, through Apple's "Report a problem" page or the Google Play refund help page. A credit that the store refunds is cancelled, and if it was already applied, the access ends.
• On the web, Stripe takes the payment. Before you pay we ask you to tick two separate boxes: you ask us to give access at once, and you understand that you lose the 14-day right of withdrawal once access has begun. A day pass starts at the first use and a guide opens at once, so after access has begun we do not refund a purchase only because you changed your mind.
• Your legal rights stay. If the access you paid for is not delivered or does not work, we fix it or restore it, and if we cannot you get a price reduction or a refund. We also refund a duplicate charge. Write to To be confirmed from your account email.
• A refund of money never changes your points. Points spent on an item come back only in the cases listed in the points terms.

Model withdrawal form

If you have a right of withdrawal and have not given it up, copy this text and send it to To be confirmed: "To Lodato Solutions LLC, To be confirmed: I withdraw from my contract for the following service: [item]. Ordered on: [date]. Name: [name]. Account email: [email]. Date: [date]." On paper you would also add your signature. This form is an aid and you are free to use any clear statement.

Professional bookings

Booking a professional is a separate contract between you and the independent professional. Refunds for a booking, for example after a cancellation or a missed meeting, follow the cancellation rules shown in the booking and the professional terms. The platform fee for an executed meeting is explained in the professional terms.