Returns & Refunds Policy
1. Subscriptions
You can cancel a subscription at any time from your account. Cancellation stops future renewals and your service continues until the end of the period you have already paid for. We do not refund the current or an already-paid period (including an annual term paid up front), except where the law requires or as set out below.
2. Cooling-off (online orders)
Under the Electronic Communications and Transactions Act (ECTA), consumers may have a 7-day cooling-off right for certain goods bought online. This right does not apply to goods made or personalised to your specification (such as custom-printed table talkers), or to services that have already begun with your consent (such as an activated subscription or a commissioned 3D tour).
3. Hardware (table talkers & tags)
- Custom-printed talkers and tags are made to order and are not returnable unless they are defective, damaged on arrival, or not as described.
- Non-personalised NFC tags may be returned unused within the ECTA cooling-off window.
- Report any defect, damage or incorrect item within 7 days of delivery with your order number and photos.
4. Faulty goods
Goods that are defective, of poor quality, or not as described may be returned for a repair, replacement or refund. This does not cover damage caused by misuse or normal wear.
5. Your statutory rights
GuestWave sells primarily to businesses. The Consumer Protection Act does not apply to every business customer — for example, it does not apply where the customer is a juristic person whose annual turnover or asset value meets or exceeds the threshold set under that Act. Where the Consumer Protection Act (or other consumer law) does apply to your purchase, nothing in this policy limits or replaces your rights under it. Your specific rights depend on your circumstances.
6. 3D virtual tour & digital services
Digital and professional services (such as the 3D virtual tour) are non-refundable once the work has begun or been delivered, save for your statutory rights.
7. How to request a return or refund
Email hello@guestwave.co with your order number and details. Approved refunds are made to the original payment method, normally within 10 business days of us receiving the returned item or approving the request.