Our 7-day money-back guarantee

Plain language, no traps in the small print. Here’s exactly when you get your money back, when you don’t, and why.

7 daysfrom the day you buy to ask for a refund

2 business daysfor us to reply with a decision

Same payment methodrefunds go back where the money came from

Version 1.0. Last updated October 2026.

Check whether you’re covered

Three quick questions. Nothing you click here is saved or sent.

When did you buy?

Has your guide been published, or has its link or QR code been shared or opened by a guest?

Have you downloaded the printable signs or guest message templates?

What’s covered and what isn’t

The guarantee exists so you can try Fig Stay Guide properly before committing. It stops applying once the product has been put to use.

We’ll refund you when

You ask within 7 days of buying, and you haven’t published your guide, shared its link or QR code, or downloaded the printable signs and message templates
You were charged twice, or charged the wrong amount
Something we built doesn’t work as described and we can’t fix it. This applies even if your guide is already published, and the remedy can include a refund

We can’t refund when

Your guide has been published or shared, or you’ve downloaded the signs or templates, because the value has been delivered
The 7 days have passed, unless we charged you in error or the product is faulty
Costs outside our control: printing, Canva, tour or meal partners, or payments between you and your own guests
You’ve copied, resold or shared our templates, or broken our terms

Why we draw the line at “published or shared”

A guide is a digital product. Before you publish it you can look around, edit and decide it isn’t for you, and you lose nothing. Once guests can see it, or you’ve downloaded the signs and templates, it’s in use and we can’t take it back.

We’d rather say that plainly now than surprise you later. And if something we built isn’t working, tell us before you give up on it. Fixing it is usually faster than a refund.

How to ask for a refund

Try this first, it takes two minutes:Get setup help Report a problem

Email us

Send your purchase email, your order number and one line on what happened. The button below opens a ready-to-send message.

We decide in 2 business days

We check your order against this policy and reply with a decision. If it’s a no, we’ll tell you why and what we can still do.

You’re refunded

Approved refunds go back to your original payment method. Your bank may take up to 10 days to show it.

Open a refund request email

What happens after a refund

Your guide is taken offline, and its link and QR code stop working.
You get back the full price you paid, including any tax collected at checkout, in the currency you paid.
Refunds always return to the original payment method. We can’t send them to a different card or account.
If your bank’s exchange rate moved between purchase and refund, that difference isn’t something we can refund.

If you’re thinking of a bank dispute

Please email us first. It’s faster and friendlier for both of us than a chargeback, and most problems are solved within days.

We keep a record of when each guide is published, when a guest first opens it, and when files are downloaded, so we can apply this policy fairly. If a charge is disputed after a guide was published or shared, we’ll give our payment provider those records and may close the guide.

We watch for repeated buy-and-refund patterns, copied templates and fraud. We may decline those requests, and we’ll always tell you why.

Your rights as a customer

Nothing in this policy limits rights you have by law where you live, including rights if a product is faulty or not as described. If this policy and the law disagree, the law wins.

Customers in the EU, EEA and UK

You have a legal right to withdraw from a purchase within 14 days without giving a reason. For digital content, that right ends once we begin providing it if, before we start, you gave your express consent and acknowledged that you would lose the right of withdrawal, and we confirmed this to you by email.

At checkout you’ll be asked to tick a box to give that consent. Our 7-day money-back guarantee is in addition to your legal rights, not a replacement for them, so your legal 14-day right is unaffected.

Governing law and changes

This policy is governed by the laws of Ontario, Canada, without limiting the consumer rights of your home country. If we change this policy, the version in force on the day you bought applies to your purchase.

Common questions

Can I get a refund after 7 days?

The guarantee covers the first 7 days. After that, we’ll still help if you were charged in error or something we built isn’t working. Email us and we’ll look at it fairly.

I bought it by mistake. What now?

If you’re within 7 days and haven’t published, shared or downloaded anything, email us and you’re covered. If you bought the wrong thing entirely, tell us and we’ll sort it out.

I was charged twice.

We refund the duplicate in full. Send both receipts or order numbers and we’ll handle it within two business days.

Do you refund what my guests pay me?

No. Payments your guests make to you, such as for late checkout, are between you and them. Refund those from your own payment account.

What if my bank says the refund hasn’t arrived?

Banks can take up to 10 days to show a refund. If it’s later than that, email us your order number and we’ll chase it with our payment provider.