This policy explains when and how you can get a refund for purchases and bookings made in TourMuse. It forms part of the TourMuse Terms of Service and should be read with the TourMuse Privacy Policy.
TourMuse is a product of Muse Entertainment LLC, a Delaware limited liability company at 16192 Coastal Highway, Lewes, DE 19958 (“Muse Entertainment”, “TourMuse”, “we”, “us”, “our”).
1. Words we use
| Term | Meaning |
|---|---|
| Ticket Book | A pack of Tickets you buy with money through the Apple App Store or Google Play. Ticket Books are sold in a range of sizes. |
| Ticket | The unit of value inside TourMuse. Tickets are held as a balance on your account. |
| Booking a Tour | Spending Tickets to unlock a Tour. The number of Tickets a Tour costs is set by its Creator, and some Tours are free. |
| User (in the app, a Muser) | Anyone with a TourMuse account. |
| Creator (in the app, a Muse) | A user who authors and publishes Tours. Creators are independent of Muse Entertainment. |
| Retired | A Tour its Creator has stopped offering. It is no longer available to book, but stays in the library of everyone who already booked it. |
| Withdrawn | A Tour we have removed from TourMuse entirely. Withdrawn Tours are no longer playable by anyone, and we refund them automatically (section 4.2). |
| Business day | Monday to Friday, excluding US federal holidays. |
Purchases are made in money. Bookings are made in Tickets. The distinction matters throughout this policy, because different refunds are handled by different people.
2. Who refunds what
TourMuse does not process payments. Ticket Books are sold through the Apple App Store and Google Play, and those stores are the merchant of record for your purchase.
| What you want refunded | Who handles it | What you get back |
|---|---|---|
| A Ticket Book you bought | Apple or Google only | Money, at the store’s discretion |
| Tickets you spent booking a Tour | TourMuse | Tickets returned to your balance |
We cannot refund money. We have no ability to charge your payment method or to credit it, and we are not told when a store issues or refuses a refund. Family purchase controls, including approval of a child’s purchases, are the stores’ and are set up in your store account. Any refund we grant is made in Tickets, added to the balance of the account that spent them.
2.1 Asking Apple or Google for a money refund
- Apple: visit reportaproblem.apple.com and sign in with the Apple Account used for the purchase. Apple decides these requests and does not consult us.
- Google: use Google Play’s refund request process in the Play Store or Google Play Help.
Purchases made by a child through Family Sharing or a Google family group are handled by the same store processes, by the account holder who paid.
2.2 Your legal rights are not affected
Nothing in this policy limits any right you have under consumer law that cannot be limited by agreement.
If you are in the European Union or the United Kingdom, you have statutory rights in respect of digital content that is faulty, not as described, or not fit for purpose, and those rights apply in addition to this policy.
If you are in Australia, our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
Where a statutory right gives you more than this policy does, the statutory right applies.
3. Buying Tickets
The only official way to buy Tickets is by purchasing a Ticket Book inside the TourMuse app, through the Apple App Store or Google Play.
We do not sell Tickets through any website, reseller, marketplace or third-party service. We cannot support, replace or refund Tickets obtained from any other source, and we may remove Tickets credited to an account as a result of a purchase we cannot verify.
Tickets may be gifted to another user from inside the app, except to or from an account of a user under 18. Gifts are final and cannot be reversed by us. Tickets may not be sold, traded or exchanged for money or anything of value outside TourMuse.
4. When we will refund Tickets
We will return the Tickets you spent booking a Tour in the following cases.
4.1 The Tour will not play
The Tour cannot be completed because of a fault in the Tour’s content or in our services, and it still cannot be completed after you have closed and reopened the app and tried again.
4.2 We take a Tour down
Once you have booked a Tour it stays in your library. A Creator may Retire a Tour, which stops it appearing for new bookings — but it remains available to you, whether or not you have downloaded it.
Rarely, we may have to Withdraw a Tour and remove it from TourMuse altogether: for example because of a copyright complaint, a court order, a breach of our Terms of Service, or a request from the Creator to take their work down.
A Tour published by a user under 18 is free and may be taken down by its Creator at any time; it then leaves your library, and there is nothing to refund.
If we Withdraw a Tour you booked, we return your Tickets automatically. You do not need to ask and there is no time limit — it applies however long ago you booked. We will tell you when it happens.
The exception is a Tour you have already completed: you received what you booked, so the Tickets are not returned.
4.3 The Tour is materially not as described, or has materially changed
The Tour differs materially from its description — for example it covers a different place, or is in a different language from the one listed.
Creators can revise and republish their Tours. If a Tour you booked changes so substantially that it is no longer the Tour you booked, tell us and we will look at it.
4.4 You were charged twice
Tickets were deducted more than once for the same booking.
5. When we will not refund Tickets
- You changed your mind, or did not enjoy the Tour. Most paid Tours let you play the first segment for free before you book. Please use it.
- You finished the Tour. Once you have completed a Tour you have received what you booked, and the Tickets are not returned. This applies even if the Tour is later Retired or Withdrawn.
- A Tour you booked was Retired. Retiring a Tour does not take it away from you — it stays in your library. There is nothing to refund. See section 4.2.
- You asked too late. Requests made more than 30 days after booking (section 8). This limit does not apply to Withdrawal refunds, which we make automatically whenever they arise.
- A problem you could work around. A Tour that needed restarting but then played through, or that did not award points or trophy progress, is not eligible. Please contact us anyway — we will fix the underlying problem, and section 7 explains how we may put things right.
- Problems outside our control. No network coverage, no GPS signal, a device that does not meet the app’s requirements, insufficient storage, or an operating system we no longer support.
- Free Tours. A Tour that costs 0 Tickets costs you nothing, so there is nothing to return.
- Tickets you have not spent. Unspent Tickets stay on your account. If you want your money back for a Ticket Book, see section 2.1.
- Gifted Tickets. We cannot reverse a gift of Tickets between users.
- Guided tours and anything that happens in person. See section 6.
6. Guided tours and in-person experiences
TourMuse sells self-guided digital Tours. We do not organize, operate, staff or verify in-person guided tours, and we are not a party to any arrangement you make with a guide, an operator or a venue.
We therefore cannot refund Tickets because a guide did not arrive, a group did not run, a venue was closed, a meeting point had changed, or an in-person experience did not meet your expectations. We have no way to verify what happened, and we are not the supplier of that service. Please take those matters up with the person or business you arranged it with.
7. Goodwill credits
We may, at our discretion, add Tickets to your account in situations this policy does not cover. A goodwill credit is not an admission of fault, does not mean a similar request will be granted in future, and does not change this policy.
8. How to request a refund
Refund requests are made in the TourMuse app. Open your profile, select Settings (the gear icon), choose Support, then Request a Refund. Pick the Tour, choose a reason, add anything you want us to know, and submit.
Only Tours you are currently able to claim for are listed. If the Tour you are looking for is not there, the screen will tell you why.
The app attaches the technical details we need — your app version, device and operating system — so you do not have to find them. You can see the status of every request you have made on the same screen, and we will notify you when we reach a decision.
A parent or guardian may make a request on behalf of a user under 18 by writing to support@tourmuse.app.
Please request a refund within 30 days of booking the Tour. We may decline requests made after that. You never need to ask for a Withdrawal refund under section 4.2 — we make those automatically, whenever the Tour was booked.
We will acknowledge your request within 3 business days and tell you our decision within 10 business days. If a service outage or something else outside our control delays us, we will tell you.
If you cannot sign in to your account, use the support contact details on our App Store or Google Play listing.
9. What happens when we grant a refund
- The Tickets are returned to the balance of the account that spent them.
- Your access to that Tour is removed. The Tour returns to the state it was in before you booked it, including in your profile.
- If you have downloaded the Tour to your device, you must delete the download and stop using it.
- Returned Tickets are Tickets. They carry no cash value and cannot be converted to money.
10. Tickets: what they are and are not
A Ticket is a limited, personal, revocable license to unlock content inside TourMuse. It is not property, not currency, not a gift card, not a stored-value or prepaid-access product, and not a security or financial instrument.
- Tickets have no cash value and cannot be redeemed for money, except where the law requires otherwise.
- Tickets can be spent only inside TourMuse, on TourMuse content. There is no cash-out.
- We do not publish an exchange rate between Tickets and any currency.
- Tickets do not expire.
- We may adjust a balance to correct an error, to reverse a purchase that was refunded, charged back or reversed by the App Store or Google Play, or to reverse Tickets credited through fraud or abuse.
- If you delete your TourMuse account, any unspent Tickets and all your Tour access are permanently lost. They cannot be recovered, transferred or refunded. Please spend or gift your Tickets before deleting your account.
- If we suspend or close your account for breach of the Terms of Service, unspent Tickets may be forfeited.
This section repeats section 6.2 of the Terms of Service. If the two ever differ, the Terms of Service govern.
11. Fair use
Refunds exist to put right genuine problems. We may refuse a request, and may suspend or close an account, where we see a pattern of abuse — for example repeated refund requests for Tours that were played in full, requests coordinated with gifts of Tickets between accounts, or requests based on information we find to be false.
12. Your information
To handle a refund request we use your account details, your purchase and booking history, the information you give us, and diagnostic data collected by the app when you submit the request (app version, device model, operating system version and your progress through the Tour). We keep refund records for 7 years so that we can evidence our decision and detect misuse. This is explained in full in the TourMuse Privacy Policy.
When you ask Apple or Google for a money refund, you deal with them directly under their own privacy terms, and we do not receive your request.
13. Changes to this policy
We may update this policy. The version in force when you submit a request is the version that applies to it. Material changes will be announced in the app.
14. Contact and governing law
Muse Entertainment LLC 16192 Coastal Highway, Lewes, DE 19958
Refund requests: in the TourMuse app, Settings → Support → Request a Refund (section 8). Everything else: support@tourmuse.app.
This policy is governed by the laws of the State of Delaware, without affecting any mandatory consumer protection you have under the law of the country where you live.
This policy is published in English. Any translation is provided for convenience only; if a translation differs from the English text, the English version governs.