Cultural Heritage Online · Effective 26 October 2026

Refund Policy

This is the whole policy, in plain words. It is shown before you pay, and it is applied automatically where the rule is clear. Where a rule needs a person, a person answers within 2 business days. To request a refund, use the refund request page: you receive one link per order, and clicking it applies this policy on the spot.

1. Digital files — road-books and photo licences

Full refund within 14 days of purchase if you have not downloaded the file. This is applied automatically. Once the file has been downloaded, the sale is final — except when the file is defective (unreadable, wrong image, missing tracks): tell us what is wrong and we replace it or refund it. A refund ends the licence: any downloaded copy must be deleted, the download link is disabled, and we keep the delivery record. This is the same rule the major stock libraries apply — once a digital file has been downloaded it cannot be taken back, so the licence, not the file, is what a refund withdraws.

If you are a consumer in the EU or UK, you have a 14-day right of withdrawal on digital content unless you consent at checkout to immediate delivery and waive that right. Our checkout asks for that consent; the automatic 14-day rule above applies to everyone regardless.

2. Guest posts

Full refund within 14 days if editorial work has not started. Applied automatically. Once editorial work has begun (briefing, draft commissioned, layout), no refund is due; if our editorial team rejects your draft after accepting the proposal, you are refunded in full. Under the “buy one, we publish two” offer, a refund on the first article removes both.

3. Memberships — Operator PRO, Organiser, and the annual partner plans

We sell two different things, and they have different rules.

Subscriptions with a renewal (Operator PRO, Organiser): the price covers the period you pay for. Cancel any time from your account page — one click, no call required. Cancellation stops the next renewal; the current period stays active until it ends and is not refunded pro-rata, except for the statutory right in section 5.

Annual partner plans with deliverables (Featured, Landmark, Patron): the price covers the set of publications and services listed on the programme page. A partner plan is refundable only if we do not deliver what is written, under these four conditions:

1. The delivery date is written at purchase. The invoice states the date by which the first publication will be online. That date is 28 days from the confirmed brief, unless a different date is agreed in writing.
2. Only the first publication counts. The refund covers the first publication (the place-card and the route, for the plan you bought). Once the first publication is online, the plan is considered delivered for the purpose of this policy.
3. Seven days of grace. If the first publication is not online by the date written on the invoice, you have seven days to ask for the refund, in writing, to the address on the invoice.
4. The delivery register decides. We keep a register of what has been published and when, checked every week. If the register says the publication was online on time, the refund is not due.

How the refund is calculated. Featured and Landmark: the full amount paid for the plan. Patron: the part of the plan that has not been delivered, calculated in proportion to the deliverables listed on the programme page, in the same way as the Guest Post Annual plan.

What is not refundable (subject to section 5): the period of a subscription already started; a plan whose first publication was online by the date written on the invoice; work already delivered and published; the costs of a third party, such as a payment processor’s fee.

If you bought as a consumer in the European Union or the United Kingdom you have a legal right to cancel within 14 days of the purchase, without giving a reason. That right is independent of this policy and prevails where it applies. If you buy as an organisation, the 14-day consumer right does not apply to you, and this section does.

How to ask. Write to the address on the invoice, with the order number and the date written on it. We answer in writing and we do not ask for a phone call.

What happens after a refund. We return the amount to the same payment method, and the publication that was the object of the plan is unpublished, unless you ask to keep it and pay for it separately.

This version applies to purchases made from 26 October 2026.

4. Bookable experiences

Your card is authorised, not charged, when you book. It is charged only when the operator confirms the experience; if the minimum number of participants is not reached, the hold is released and nothing is taken. If the experience is cancelled, postponed or materially changed, you are refunded in full. If you simply cannot attend, the rules of the operator named on the booking apply: write to them from the confirmation email. Section 19 of the Terms sets out who is responsible for what.

5. Who refunds you

Refunds go back to the card or account you paid with, usually within 5–10 business days. Photographs, road-books and virtual tours are sold by Cultural Heritage Online, with Stripe as merchant of record: we refund them, and the share credited to the member who supplied the file is reversed. Bookings for events and experiences are collected on behalf of the organiser named on the booking. For everything else sold by Cultural Heritage Online, the seller is OASIS Tech LLC (Wyoming, USA).

6. Law

These terms apply under the laws of the State of Wyoming, USA, together with our Terms of Service. Nothing here limits rights that the law of your country grants you and that cannot be waived.

Questions before you buy? Contact us.