Return and Refund Policy

1. Introduction
At Scratesina, we are committed to providing quality digital travel services and ensuring customer satisfaction. This Return and Refund Policy outlines the terms under which refunds or modifications to services may be requested. As our services involve digital travel itineraries and consultations, all purchases are considered final. However, in specific cases, modifications or partial refunds may be available.

This policy is in compliance with the Australian Consumer Law and other applicable regulations.

2. Non-Refundable Services
Due to the nature of our services, the following items are non-refundable:

Custom travel itineraries that have already been delivered.
Personalized travel consultations once the session has been conducted.
Digital guides and destination insights that have been sent to the customer.
By purchasing our services, you acknowledge and agree to this non-refundable policy. We encourage customers to carefully review their service selection before making a purchase.

3. Modifications and Changes

If you need to make changes to your itinerary or request modifications, we may accommodate your request under the following conditions:

Requests for modifications must be made within 24 hours of receiving the service.
Minor adjustments to itineraries (e.g., change of recommended sites or alternative routes) may be provided at no additional cost.
Major modifications requiring extensive rework may incur an additional service fee, which will be communicated before any changes are made.

4. Exceptions for Refunds
While our services are generally non-refundable, we will consider refund requests under the following circumstances:

If a technical error resulted in the delivery of incorrect or incomplete travel recommendations.
If we are unable to provide the purchased service due to unforeseen technical failures or circumstances beyond our control.
If a duplicate purchase was made by mistake.
Refunds will not be provided for dissatisfaction based on subjective preferences after the itinerary or consultation has been delivered.
All refund requests must be submitted in writing to our customer support team.

5. How to Request a Refund or Modification
To request a modification or refund, please contact us with the following details:

Full name and contact information.
Order confirmation details (email or transaction ID).
A clear description of the issue and the reason for the request.
Any relevant supporting documentation, if applicable.
Requests can be sent via email to [email protected]. Our team will acknowledge receipt of your request and respond within 5 business days.
Please note: In some cases, we may request additional documentation to verify the claim before processing a refund.

6. Processing of Refunds
If a refund is approved:

Refunds will be processed using the original payment method (e.g., credit card, PayPal, or other authorized payment systems).
It may take 5-10 business days for the refunded amount to reflect in your account, depending on your financial institution.
If additional verification is required, we may request further information before processing the refund.
Once the refund is processed, a confirmation email will be sent to the customer.

7. Contact Information
If you have any questions regarding our Return and Refund Policy, please contact us:

111 Swansea St, East Victoria Park WA 6101, Australia
Email: [email protected]
Phone: +61 8 6363 5510