Refund & Cancellation Policy

Refund & Cancellation Policy

Last updated: October 11, 2026

At The Louisville Guide, customer satisfaction and fair business practices are foundational. Because we offer digital products, directory listing placements, and marketing services, the following refund and cancellation policies apply to all purchases made through thelouisvilleguide.com.

1. Digital Downloads & City Guides (14-Day Guarantee)

All digital products—including curated PDF guides, itineraries, checklists, and downloadable toolkits—are delivered electronically immediately following checkout.

• 14-Day Defect & Satisfaction Guarantee: If a downloadable file is corrupted, inaccessible, or materially different from its product description, please notify us within 14 days of purchase. We will promptly provide a corrected replacement file or issue a 100% full refund to your original payment method.
• Due to the immediate consumption nature of digital downloads, non-defective digital goods downloaded in full are generally non-refundable once accessed, except at our discretion.

2. Business Directory Listings & Claim Sprints

Local merchants may purchase premium directory badges, enhanced profile features, or verified claim sprints:

• Full Refund Before Activation: If you request cancellation before our verification team has reviewed and published your enhanced listing profile, you are eligible for a 100% full refund.
• 7-Day Post-Launch Window: If you are dissatisfied with your directory placement within the first 7 days of initial publication, contact our merchant support team. We will work to resolve the concern or provide a prorated refund.

3. Recurring Memberships & Sponsor Retainers

For monthly or annual subscription plans (such as VIP Member Passes or Featured Partner placements):

• Cancel Anytime: You may cancel recurring billing at any time with zero penalty or cancellation fees through your account dashboard at thelouisvilleguide.com/my-account/ or by emailing info@thelouisvilleguide.com.
• Billing Cycle Term: When you cancel a subscription, billing stops immediately for future cycles. You will retain full access to all features through the end of your already-paid billing period.

4. Custom Audits & Agency Sprints

For custom SEO audits, AI search integrations, or bespoke consulting engagements:

• You may cancel for a full refund at any time prior to kickoff or discovery intake.
• Once work has commenced, any refund is prorated based on milestones and work not yet performed.

5. How to Request a Refund

To request a refund or cancellation, please email our support team at info@thelouisvilleguide.com with:

• Your full name and email address used at checkout.
• Your Order ID or Transaction Reference number.
• A brief description of the reason for your refund request.

Approved refunds are processed immediately by our billing department and returned to your original payment method (via Stripe) within 5 to 10 business days, depending on your card issuer or banking institution.