Refund & Cancellation Policy

Last updated: 2026

The downloadable guide

The travel guide is a digital product. Because it’s delivered instantly and can’t be returned once you have it, it’s generally non-refundable after download. The exception is a fair one: if the file is faulty or never reached you, email us within 14 days at petsandpassports@gmail.com and we’ll fix the delivery or refund you.

1:1 consulting

Plans change, and that’s fine. Cancel or reschedule a consulting session with at least 24–48 hours’ notice and we’ll move it or refund it, no fuss. No-shows and last-minute cancellations inside that window can’t be refunded, since the time was held for you. If something genuinely urgent comes up, tell us — we’re reasonable people.

Donations

Donations are non-refundable. Once a gift comes in, it goes straight to food, vaccinations, and surgeries for the animals of Sarandë — often within days. If you believe a donation was made in error, email us and we’ll look into it.

Shop orders

Physical products in our shop are sold and fulfilled through Shopify, and they follow that store’s own refund, return, and shipping policy. Please check the shop for the details that apply to your order.

Getting in touch

For anything about a refund or cancellation, email us at petsandpassports@gmail.com. Tell us what you bought and when, and we’ll get back to you.