Last updated: August 13, 2025

At PlayGuanajuato, we stand behind the quality of our immersive audio guides. We want you to feel completely confident in your purchase.

1. Our Simple Guarantee
We offer a 24-Hour Money-Back Guarantee. If you experience any technical issues we cannot fix, or if the tour is not what you expected, we will gladly provide a full refund.

2. How to Request a Refund
To request a refund under our guarantee, please follow these simple steps:

Contact us by email at contacto@playguanajuato.com within 24 hours of your purchase.

Please provide the name and email address you used to make the purchase.

Tell us briefly why you are requesting a refund (e.g.,  "The audio wouldn't play on my phone," or "It wasn't what I expected").

Our friendly support team will review your request and get back to you within 48 hours.

3. Important Conditions for a Refund

To be eligible for a refund:

You must contact us within 24 hours of your purchase.

You must not have listened to most of the tour content. We cannot offer refunds if you have already completed the experience.

4. When a Refund Cannot Be Offered

Due to the digital nature of our product, we cannot offer refunds in these situations:

Requests made more than 24 hours after purchase.

If you have already listened to the majority of the audio guide.

If the issue was related to your device (e.g., an old operating system, not enough storage space, a poor internet connection) and you did not contact us for help first.

5. Your Payment is Secure

Your privacy and security are important to us. All payments are securely processed through PayPal, a trusted and world-renowned payment service.

We never see or store your full credit card details.

We're Here to Help

Please fill out the information below and our team will contact you shortly to assist you.

We are happy to help