Refund and Cancellation Policy

Via Originis routes are digital products.

After successful payment, the purchased route is normally made available through the purchaser's Via Originis account.

Because access to digital content may be granted immediately after purchase, refunds are not automatically available simply because a purchaser later changes their mind, except where mandatory law provides otherwise.

Swiss law does not generally provide a statutory cooling-off or withdrawal period for ordinary online purchases.

Accordingly, purchases from Via Originis are generally considered final once the digital route has been successfully delivered to the purchaser's account, subject to the exceptions in this Policy and any mandatory legal rights.

If a technical problem attributable to Via Originis prevents you from accessing a purchased route, please contact:

[email protected]

Please provide:

• the email address associated with the purchase;
• the route purchased;
• a short description of the problem.

Via Originis will first attempt to restore access or correct the problem.

If Via Originis cannot provide the purchased digital product within a reasonable period, a refund may be issued.

A refund will normally be provided where:

• the same purchase was charged twice;
• Via Originis confirms an erroneous duplicate transaction;
• the customer was charged for a transaction that was not properly completed.

Via Originis may, at its discretion, approve a refund request submitted promptly after purchase where the route has not been materially accessed, started or consumed.

This discretionary policy does not create a general contractual right to refund.

A discretionary refund will normally not be granted where the purchaser has already materially used the digital product, including where the user has substantially accessed or followed the purchased route.

This does not affect mandatory rights relating to defective or non-conforming digital content.

Downloading a route for offline use may be taken into account when assessing whether the digital product has already been supplied and materially accessed.

Downloading a route does not remove any mandatory rights that cannot legally be waived.

Refunds are normally not issued solely because:

• travel plans changed;
• the user did not visit the destination;
• weather conditions changed;
• the user no longer wishes to walk the route;
• a third-party attraction, shop, restaurant or venue was closed;
• a temporary local circumstance affected part of the route.

Where Via Originis itself makes a route materially unusable or withdraws a paid route without an appropriate replacement or remedy, the case will be assessed separately.

Customers may have mandatory consumer rights under the law applicable to them.

Nothing in this Policy limits rights that cannot legally be excluded.

For consumers in jurisdictions providing a statutory withdrawal right for digital content, the applicable rules may depend on whether supply has begun and whether the consumer expressly consented to immediate digital performance and acknowledged the consequences for the withdrawal right.

Send your request to:

[email protected]

Include:

• purchase email address;
• route name;
• invoice or order reference if available;
• reason for the request.

Via Originis may request reasonable information necessary to identify the transaction and evaluate the request.

Approved refunds will normally be returned using the original payment method.

Processing times after approval may depend on Stripe, the card issuer or the customer's payment provider.

Via Originis may refuse discretionary refund requests where there is reasonable evidence of fraud, repeated abuse of the refund process, unauthorized account use or deliberate misuse of the digital product.

Mandatory legal rights remain unaffected.

Questions regarding refunds or cancellations:

[email protected]