Refund Policy

Hootling sells digital information products (taxi fare estimates and tipping guides) that are delivered instantly upon payment. Because the full result is made available immediately after purchase, all sales are final by default.

By proceeding to checkout, you acknowledge that you are purchasing a digital product that will be delivered immediately, and you consent to the immediate delivery of that digital content. Under the Australian Consumer Law, you retain all statutory consumer rights that cannot be excluded by contract.

We will review refund or remedy requests in the following circumstances:

• Technical failure: Your payment was processed successfully but no result was delivered and no access token was issued due to a technical error on our side.
• Double charge: You were charged more than once for the same purchase due to a payment processing error.
• Incorrect product delivered: You purchased a DayPass for one country but the system issued an entitlement for a different country.
• Statutory consumer guarantee: Where required by applicable consumer protection law (including the Australian Consumer Law and the EU Consumer Rights Directive), you are entitled to a remedy (repair, replacement, or refund) where the service does not meet a consumer guarantee.

Refunds are not provided on the basis that:

• The fare estimate differed from the actual fare charged by the driver
• You changed your travel plans after purchase
• You purchased the wrong product (e.g. DayPass for the wrong country)
• The result was generated for a city not in our database (an estimate is still provided)

If you are a consumer resident in the European Economic Area (EEA) or the United Kingdom, you ordinarily have a statutory 14-day right of withdrawal from a distance contract. However, under the EU Consumer Rights Directive (Article 16(m)) and the equivalent UK Consumer Contracts Regulations, the right of withdrawal does not apply to digital content where:

• The content has already been delivered, and
• You gave explicit consent to immediate delivery before the withdrawal period expired, and
• You acknowledged that you would lose your right of withdrawal upon delivery

By completing checkout and requesting immediate delivery of your query result, you provide this explicit consent. If, however, a technical failure means you did not receive the digital content, your right of withdrawal is unaffected and a full refund will be issued.

Nothing in this policy limits any guarantee, right, or remedy available to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Under Australian Consumer Law, you are entitled to a refund, repair, or replacement where a service fails to meet a consumer guarantee, regardless of any terms to the contrary.

To request a refund or remedy, email us at legal@hootling.com with:

• The email address used at checkout (if you subscribed)
• The approximate date and time of purchase
• A description of the issue you experienced
• Your Stripe payment confirmation or receipt number (if available)

We aim to respond within 5 business days. If a refund is approved, it will be processed via Stripe to your original payment method. Stripe typically takes 5–10 business days to return funds to your bank or card.

Refund enquiries: legal@hootling.com

For disputes not resolved informally, see the Dispute Resolution section of our Terms of Service.