1. Important Notice — Digital Products Only
ExMuseum exclusively sells digital products — including premium audio guides, smart itineraries, interactive PDF maps, and companion reading materials for museums and heritage sites across Saudi Arabia, the UAE, and Qatar. We do not sell, ship, or deliver any physical goods. All products are delivered electronically via secure digital download.
2. Digital Delivery Process
After a successful purchase on dubaitick.digital, your Digital Product will be delivered as follows:
2.1 Instant Download Access
- Immediately upon payment confirmation, you will receive an order confirmation email containing secure download links for your purchased audio guide.
- Download links are also accessible at any time through your ExMuseum account dashboard.
- Downloads are available instantly, 24 hours a day, 7 days a week, including weekends and holidays.
2.2 File Formats and Compatibility
- Audio Files: MP3 format (320kbps studio-grade quality). Compatible with all major media players, smartphones (iOS and Android), tablets, and desktop computers.
- Maps and Documentation: PDF format. Compatible with all standard PDF readers.
- GPS Itinerary Data: Provided in standard GPX format where applicable, compatible with major mapping and navigation applications.
2.3 Lifetime Access
Once purchased, you have lifetime access to your Digital Products. You can re-download your files at any time from your ExMuseum account. This includes all updates and improvements made to the guide after your purchase date.
2.4 Device Limit
You may download and install your purchased Digital Product on up to three (3) personal devices (e.g., smartphone, tablet, and laptop). This is for personal, non-commercial use only.
3. Delivery Issues
If you experience any issues receiving or downloading your purchased Digital Product, please contact our support team immediately:
- Email: [email protected]
- Phone: +966 11 555 0888 (Sunday – Thursday, 9:00 AM – 6:00 PM AST)
Common delivery issues we can resolve include:
- Confirmation email not received (check spam/junk folders first).
- Download link expired or not functioning.
- File compatibility issues with your device.
- Payment confirmed but download not yet available.
We aim to resolve all delivery issues within 4 business hours during operating hours.
4. Refund Policy — 14-Day Money-Back Guarantee
Your satisfaction is our top priority. ExMuseum offers a 14-day money-back guarantee on all digital audio guide purchases, subject to the following terms:
4.1 Eligibility for a Full Refund
You are eligible for a full refund if:
- Your refund request is submitted within 14 calendar days of the original purchase date.
- The Digital Product does not function as described on the product page.
- You experience persistent technical issues that our support team cannot resolve.
- You are simply not satisfied with the quality of the audio guide content.
4.2 How to Request a Refund
To initiate a refund, please follow these steps:
- Step 1: Send an email to [email protected] with the subject line "Refund Request — [Your Order Number]."
- Step 2: Include your full name, email address used for the purchase, order number, and a brief description of the reason for the refund.
- Step 3: Our team will review your request and respond within 3 business days.
4.3 Refund Processing
- Approved refunds are processed to the original payment method used during purchase.
- Refund processing time: 5–10 business days after approval, depending on your payment provider.
- You will receive a confirmation email once the refund has been initiated.
4.4 Non-Refundable Situations
Refunds may not be granted in the following circumstances:
- Refund request submitted more than 14 calendar days after the original purchase date.
- The Digital Product was purchased during a promotional or clearance sale explicitly marked as "non-refundable."
- Evidence of misuse, redistribution, or sharing of the Digital Product with unauthorized third parties.
- Requesting a refund for a product that has already been refunded previously.
5. Exchanges
We do not offer exchanges in the traditional sense, as all products are digital. However, if you purchased the wrong guide (e.g., a different museum than intended), please contact us within 14 days and we will gladly assist you in switching to the correct product at no additional cost, subject to any price differences.
6. Promotional and Bundle Purchases
For products purchased as part of a bundle or with a promotional discount:
- Refunds for individual items within a bundle may be processed at the proportional value, not the individual retail price.
- Promotional discount codes are single-use and cannot be reinstated after a refund is processed.
7. Consumer Protection Rights
This refund policy does not affect your statutory rights under the laws of the Kingdom of Saudi Arabia or, for EU residents, the consumer protection laws of your country of residence. Where local law provides greater consumer protection, those provisions shall take precedence.
8. Contact Us
For any questions about our Digital Delivery and Refund Policy, please contact us:
- Email: [email protected]
- Phone: +966 11 555 0888
- Address: ExMuseum, King Abdullah Financial District (KAFD), Area 4, Riyadh 11564, Saudi Arabia