Refund, Withdrawal & Digital Content Conformity Policy

Effective Date: February 28, 2026

1. Digital Content and Right of Withdrawal (Right to Cancel)

Under the European Union Consumer Rights Directive and the Italian Consumer Code (D.Lgs. 206/2005, Article 59, letter o), the 14-day "cooling-off period" (Right of Withdrawal/Right to Cancel) does not apply to the supply of digital content which is not supplied on a tangible medium.

When you purchase a high-resolution map download from MapMyMemories, you are purchasing digital content. By proceeding with the checkout, checking the mandatory consent box, and finalizing your order, you:

  • Expressly consent to the immediate supply of the digital content (the map file) before the expiration of the 14-day withdrawal period.
  • Acknowledge that you will lose your right of withdrawal from the contract once the download process has begun.

Therefore, we do not offer refunds or returns simply because you have changed your mind after the map has been generated and the download link made available.

2. Your Legal Rights: Digital Content Conformity (Directive 2019/770 / D.Lgs. 177/2021)

Under EU law, digital content must conform to the contract. You have mandatory legal rights if the digital content we supply is defective or does not conform to what was described. These rights apply regardless of the waiver of withdrawal above.

What counts as a lack of conformity:

  • The downloaded file does not match the description or the preview shown before purchase.
  • The file is not fit for the purpose for which digital content of the same type would normally be used.
  • The file does not possess the qualities and features that are normal for digital content of the same type.

Your remedies (in order of priority as required by law):

  1. Restoration of conformity: We will regenerate your map file free of charge within a reasonable time and without significant inconvenience to you.
  2. Proportionate price reduction: If restoration is impossible or would cause us disproportionate costs, you are entitled to a proportionate reduction of the price.
  3. Contract termination and full refund: If the lack of conformity is not minor, or if we fail to restore conformity, you may terminate the contract and receive a full refund.

Time limits: You may exercise these rights for any lack of conformity that becomes apparent within 2 years of the supply of the digital content. During the first 12 months, any lack of conformity is presumed to have existed at the time of supply (the burden of proof is on us to demonstrate otherwise).

3. Additional Assistance for Technical Issues

In addition to your mandatory legal rights described above, we will gladly assist you and offer a refund or an immediate free regeneration of your map in the following circumstances:

  • Corrupted File: If the downloaded JPEG file is technically corrupted, cannot be opened, or is incomplete due to a server error.
  • Non-Conformity: If the final downloaded high-resolution map significantly differs from the preview shown in the editor immediately prior to purchase (e.g., missing user-defined labels, wrong geographical area generated due to a software glitch).
  • Delivery Failure: If you paid for the download but the system failed to provide you with the download link and you never received the final file.

In these specific scenarios, please contact us within 14 days of purchase. When contacting us, please provide:

  • Your Order ID or Transaction Number (provided by Paddle).
  • The original file you downloaded (if corrupted/wrong) or a screenshot of what you see.
  • A brief explanation of the technical issue.

4. How to Request a Refund or Assistance

If you experience one of the issues outlined above, please contact our support team at:

Email: support@mapmymemories.xyz

We aim to reply to all support queries within 24-48 business hours. If your refund request is approved due to a technical defect, the refund will be processed and credited back to your original method of payment within 5-10 business days, depending on your bank and our Merchant of Record, Paddle.com.

5. Paddle as Merchant of Record

Our order process is conducted by our online reseller, Paddle.com Market Ltd. Paddle is the Merchant of Record for all our orders. This means that Paddle handles the payment processing and is legally the entity you purchase the service from. However, MapMyMemories remains solely responsible for customer service inquiries, product support, and technical refund assessments as outlined in this policy.