Last updated: 19 June 2026

This Digital Product & Refund Policy explains how delivery, access, cancellations, refunds and technical problems are handled for digital products purchased from Exotic Morocco.

It applies alongside the Exotic Morocco Terms & Conditions and Privacy Policy. Nothing in this policy excludes or limits mandatory consumer rights that cannot lawfully be waived.

1. About Our Digital Products

Exotic Morocco offers digital products that may include:

• Premium Visual City Guides;
• cultural and heritage guides;
• travel-planning resources;
• route guides and itineraries;
• recipe or food collections;
• Darija learning resources;
• visual collections and wallpapers;
• maps and downloadable reference materials;
• bundles and themed collections;
• other digital publications or resources introduced in the future.

Unless a product page clearly states otherwise, purchases are supplied digitally. No physical book or printed product will be shipped.

Customers should read the complete product description before purchasing.

2. Product Information

Each product page should provide the main information relevant to that purchase, which may include:

• product title;
• subject or destination;
• file format;
• language;
• approximate page count;
• approximate file size;
• included files;
• compatibility information;
• price and applicable taxes;
• whether delivery is immediate;
• whether the product is a pre-order or future release.

Images, cover previews and sample pages are intended to represent the product reasonably accurately. Colours and proportions may display differently depending on the customer’s screen, software, device or printer.

3. Digital Delivery

After successful payment, a digital product will normally be made available through one or more of the following:

• the Payhip checkout or confirmation page;
• a digital download page;
• an email sent to the address entered during checkout;
• a customer-access area, where supported;
• another delivery method clearly described on the product page.

The customer is responsible for providing a correct and accessible email address.

Customers should also:

• check spam and junk folders;
• ensure sufficient device storage;
• use a compatible PDF reader or other suitable application;
• wait until the file has downloaded completely;
• save a secure personal backup.

Delivery may occasionally be delayed by payment review, email filtering, internet failure, platform maintenance or another technical issue.

4. Download Limits and File Storage

Download access may be subject to limits, expiry periods or security controls configured through Payhip.

Customers should download and securely save their purchased files as soon as reasonably possible.

Exotic Morocco does not guarantee that every download link will remain permanently active. Where access is unavailable, the original purchaser may contact Exotic Morocco for assistance.

Access can normally be reviewed only for the person who made the purchase.

5. Immediate Digital Delivery and the Right of Withdrawal

Consumers who buy online may normally have a statutory withdrawal period.

Different rules apply to digital content that is not supplied on a physical medium.

Where a customer:

• expressly requests or consents to delivery beginning immediately;
• gives that consent before the statutory withdrawal period has ended; and
• acknowledges that the right of withdrawal will be lost once delivery or access begins,

the right of withdrawal may end when the digital product becomes available or downloading begins, provided all legal requirements have been satisfied.

Where the required consent, acknowledgement or confirmation has not been properly obtained, the customer may retain applicable statutory withdrawal rights.

This section does not remove rights relating to defective, incorrect, misleading, non-conforming or undelivered digital content.

6. Change-of-Mind Requests

Once a digital product has been lawfully supplied and the customer has validly agreed to immediate delivery and acknowledged the resulting loss of the withdrawal right, Exotic Morocco will not normally provide a refund solely because:

• the customer changed their mind;
• the customer no longer wants the guide;
• the customer purchased the wrong destination or product;
• the customer did not read the product description;
• the customer expected a physical book where the product was clearly described as digital;
• the customer does not like the visual style after receiving the product;
• the customer lacks sufficient storage or suitable software;
• the customer’s personal travel plans changed;
• similar information can be found elsewhere;
• the product was later offered at a different price.

Each request will nevertheless be considered in accordance with applicable law and the specific circumstances.

7. Situations Where a Refund or Remedy May Be Available

A refund, renewed delivery, replacement file, correction or another appropriate remedy may be available where:

• the customer was charged more than once for the same order;
• payment was completed but no access or delivery was provided;
• the wrong product was supplied;
• the supplied file is materially corrupted;
• the complete file cannot be downloaded because of a confirmed store-side problem;
• the digital product materially differs from its description;
• the digital content does not provide the agreed functionality or principal characteristics;
• a serious technical problem cannot reasonably be resolved;
• a refund or remedy is otherwise required by applicable consumer law.

Where practical, Exotic Morocco may first attempt to resolve the problem by:

• restoring download access;
• supplying the correct file;
• replacing a damaged file;
• providing technical instructions;
• correcting the digital product;
• issuing an updated version.

A customer’s statutory rights concerning defective or non-conforming digital content are not removed by the fact that the product is downloadable.

8. Duplicate Purchases

Customers should review their order before paying.

Where the same customer accidentally purchases the same product more than once, they should contact Exotic Morocco promptly and provide:

• their name;
• the email address used at checkout;
• the product title;
• the relevant order references;
• the approximate dates and amounts charged.

Confirmed duplicate purchases may be refunded after verification, provided there is no indication of misuse, multiple intended licences or distribution to different users.

9. Missing Download or Delivery Email

A missing email does not necessarily mean that delivery failed.

Before contacting Exotic Morocco, customers should:

1. check the order-confirmation page;
2. check spam, junk and promotional folders;
3. search their inbox for Payhip or Exotic Morocco;
4. confirm which email address was used at checkout;
5. wait until payment processing has completed;
6. verify that the payment was not declined, cancelled or still pending.

Where access remains unavailable, contact Exotic Morocco with the required order information.

Do not send complete card numbers, card security codes, banking passwords or account passwords.

10. Technical Problems

Technical problems should be reported with enough information to investigate them.

Please include:

• the exact product title;
• the checkout email address;
• the order reference where available;
• device type;
• operating system;
• application or PDF reader used;
• a clear description of the problem;
• a screenshot of the error where helpful.

Before requesting a refund, customers may be asked to try reasonable troubleshooting steps, such as:

• downloading the file again;
• using a stable Wi-Fi connection;
• checking available storage;
• updating their PDF reader;
• opening the file in a dedicated PDF application;
• restarting the device;
• testing the file on another compatible device.

A refund will not normally be required where the file works correctly and the problem is caused solely by unsupported, outdated or incorrectly configured customer software, unless applicable law provides otherwise.

11. File Size and Download Speed

Visual guides may contain photography, maps, illustrations and carefully designed layouts. Files may therefore be larger than basic text documents.

Download speed can depend on:

• internet connection;
• network congestion;
• device performance;
• browser settings;
• available storage;
• security software;
• the Payhip platform or another service provider.

A slower download is not by itself evidence that a product is defective.

Where available, the approximate file size will be shown on the product page.

12. Device Compatibility

Current Exotic Morocco guides are generally intended for viewing on modern computers, tablets and smartphones using suitable software.

The customer is responsible for checking available product information and ensuring that their device can open the supplied format.

Exotic Morocco cannot guarantee identical presentation on every:

• device;
• operating system;
• browser;
• PDF reader;
• screen size;
• printer;
• accessibility application.

Where a product requires specific software or technical conditions, those requirements should be stated on the relevant product page.

13. Printing

A customer may print a purchased guide for personal use where the product terms permit it.

Printed results may differ from the digital version because of:

• printer quality;
• paper type;
• ink;
• colour calibration;
• scaling;
• border settings;
• page proportions.

Differences caused by a customer’s printer or printing service do not normally make the digital file defective.

Commercial printing, resale, mass reproduction or distribution is not permitted without written authorisation.

14. Personal-Use Licence

Each purchase normally gives the original customer a limited, personal, non-exclusive and non-transferable licence.

The customer may:

• download the product;
• view it on their own devices;
• retain reasonable personal backup copies;
• print a personal copy where permitted.

The customer may not:

• share the file with friends, family, colleagues or groups;
• upload it to shared drives;
• distribute it through messaging services;
• publish it online;
• resell it;
• include it in a membership library;
• remove security markings;
• use it for commercial training;
• reproduce substantial parts;
• use the content to create competing commercial products.

Unauthorised distribution does not create a right to a refund and may result in withdrawal of access or other appropriate action.

15. Email Stamping and Security Information

Where Payhip’s PDF-stamping or related protection feature is enabled, a digital product may display information connected with the purchaser, such as an email address or order identifier.

This is used to:

• identify the licensed purchaser;
• discourage unauthorised sharing;
• protect the product;
• assist in investigating misuse.

A customer may not remove, conceal or alter a stamp or watermark.

The presence of a stamp does not affect the customer’s mandatory rights where the product is defective or non-conforming.

16. Pre-orders and Future Releases

A product described as a pre-order or future release is not immediately available.

The expected release date or release period will be shown where possible.

Dates may change because of:

• research and verification;
• editing;
• design;
• technical preparation;
• platform problems;
• illness;
• circumstances outside reasonable control.

Where a substantial delay occurs, customers will be informed where reasonably possible and will retain their applicable statutory rights.

The cancellation and refund position for a delayed pre-order will depend on the product circumstances and applicable law.

17. Bundles and Collections

A bundle or collection may contain multiple files or products sold together for one price.

Where a valid refund applies to only one defective component, Exotic Morocco may provide an appropriate remedy for that component rather than refunding the entire bundle, where legally permitted and reasonable.

A customer cannot normally request a refund for individual bundle components merely because they already owned, downloaded or did not use part of the bundle, unless the product description was materially misleading.

18. Memberships and Subscriptions

Future memberships or subscriptions may be governed by additional conditions displayed before purchase.

Those conditions may include:

• billing frequency;
• renewal date;
• cancellation method;
• access period;
• included content;
• excluded separately sold products;
• community-platform rules.

Cancelling a subscription normally prevents future renewal but does not automatically create a refund for a period already supplied or used.

This does not affect rights relating to duplicate charges, unauthorised billing, non-delivery, non-conforming service or other mandatory consumer protections.

19. Updates and New Editions

A purchase normally includes the product version available at the time of purchase.

Exotic Morocco may later:

• correct errors;
• update practical information;
• improve formatting;
• replace a file;
• redesign a guide;
• expand a product;
• release a substantially new edition.

Minor corrections or replacement files may sometimes be provided to existing customers.

Purchase of one edition does not automatically include every future edition, redesign, expansion or separately released product unless expressly stated on the product page.

The later release of an updated or expanded edition does not by itself create a right to refund the earlier edition.

20. Incorrect Expectations

A refund will not normally be issued because a customer expected information or features that were not promised on the product page.

Customers should review:

• the product title;
• description;
• preview images;
• included topics;
• format;
• language;
• approximate page count;
• file size;
• product limitations.

Questions about a product should be submitted before purchase where the description is unclear.

This section does not protect an inaccurate, incomplete or misleading product description.

21. Sale Prices and Discount Codes

Prices, promotions and discount codes may change.

A customer who purchased before a later discount or promotion is not normally entitled to a refund of the difference.

Discount codes:

• must be entered before checkout is completed;
• may apply only to selected products;
• may have an expiry date;
• may be limited to one use;
• may not be applied retrospectively;
• have no cash value.

Where a price or promotion was clearly affected by a technical or obvious error, the order may be corrected or cancelled subject to applicable law.

22. Payment Processing Times

Approved refunds are normally returned through the original payment method.

The time required for the amount to appear may depend on:

• Payhip;
• PayPal;
• Stripe;
• the card issuer;
• the customer’s bank;
• the customer’s country;
• weekends or public holidays.

Exotic Morocco does not control processing time after a refund has been correctly submitted to the payment provider.

Bank, exchange-rate or payment-provider fees may be handled according to the provider’s own rules.

23. How to Request Assistance or a Refund

Use the Exotic Morocco Contact page.

Include:

• full name;
• checkout email address;
• exact product title;
• order number or reference where available;
• purchase date;
• description of the problem;
• troubleshooting already attempted;
• relevant screenshots where helpful;
• the remedy requested.

Do not send:

• complete card details;
• card security codes;
• passwords;
• online-banking credentials;
• unnecessary sensitive information.

Exotic Morocco aims to acknowledge or respond to customer enquiries as soon as reasonably possible, usually within three business days. Investigation or payment-provider processing may require additional time.

24. Review of Requests

Refund and remedy requests are reviewed individually.

Relevant considerations may include:

• whether payment was completed;
• whether delivery occurred;
• whether the file was downloaded;
• whether the required withdrawal consent was obtained;
• whether the product matches its description;
• whether the problem can be corrected;
• whether there was a duplicate charge;
• whether unauthorised sharing occurred;
• applicable consumer law;
• information supplied by Payhip or the payment provider.

Requesting a refund does not guarantee that it will be approved.

Where a request is declined, Exotic Morocco will aim to provide a clear explanation.

25. Chargebacks and Payment Disputes

Customers are encouraged to contact Exotic Morocco before starting a chargeback so that delivery, access or technical problems can first be investigated.

This does not prevent a customer from exercising rights available through their bank, card issuer, payment provider or applicable law.

Fraudulent, misleading or abusive chargebacks may result in:

• suspension of download access;
• cancellation of associated licences;
• submission of relevant order evidence to the payment provider;
• other proportionate action.

A genuine dispute or lawful complaint will not be treated as abuse merely because the customer seeks assistance from a payment provider.

26. Mandatory Consumer Rights

Nothing in this policy limits rights that cannot legally be excluded.

Depending on the customer’s location and circumstances, these may include rights concerning:

• statutory withdrawal;
• required pre-contract information;
• non-delivery;
• defective digital content;
• non-conforming digital content;
• misleading descriptions;
• duplicate charges;
• unfair contractual terms;
• appropriate repair, correction, replacement, reduction or refund remedies.

Where this policy conflicts with mandatory law, mandatory law takes priority.

27. Changes to This Policy

This policy may be updated to reflect:

• legal changes;
• new digital products;
• new payment methods;
• platform changes;
• customer-support processes;
• new memberships or subscriptions;
• security requirements.

The latest version will be published on this page with an updated revision date.

Changes normally apply to future purchases. The conditions applicable when an existing purchase was made remain relevant, except where a change is required by law.

28. Contact

For questions about delivery, access, technical problems, cancellations or refunds, use the Exotic Morocco Contact page.

For faster assistance, include the email address used at checkout and the exact product title.

Please do not send complete payment-card details, account passwords or unnecessary sensitive information.