CHANGED YOUR MIND? HERE'S THE DEAL

aka "Your Right to Cancel"


We get it - sometimes plans change. We do our best to keep things easy, fair and transparent. Below is how cancellation works for different types of purchases on Ourside - physical goods, digital downloads, and outdoor experiences.



DIGITAL PRODUCTS (ROUTE FILES, DOWNLOADS, GUIDES)

Under EU and Latvian law, digital content (like downloadable routes) is treated differently.

  • If you request immediate access or download the file, you waive your 14-day right of withdrawal.
  • You’ll always be asked to give explicit consent before getting access.
  • If you haven’t accessed the content yet, you’re still eligible to cancel within 14 days.

This helps us protect the creators behind the content and ensure the system stays fair.


GUIDED TOURS AND OUTDOOR EXPERIENCES (SERVICES TIED TO SPECIFIC DATES)

This includes group hikes, guided tours, or any outdoor experience scheduled for a specific day or time.

According to EU Directive 2011/83/EU, Article 16(l) and its Latvian counterpart in the Consumer Rights Protection Law, the right of withdrawal does not apply to:

"provision of accommodation, transport, catering or services related to leisure activities if the contract provides for a specific date or period of performance."

In plain terms: once you book a tour for a specific date, the sale is final, and the usual 14-day cancellation right does not apply.

However, we want to be decent humans:

  • If you notify us at least 14 days before the scheduled event, we’ll usually offer a full refund - that’s our way of going the extra mile.
  • Cancellations closer to the event date are handled on a case-by-case basis, depending on costs already incurred (e.g., guide fees, permits, prep).
  • No-shows and late cancellations are non-refundable unless otherwise agreed.

Custom-designed or private experiences may involve a separate cancellation policy, which we’ll always share before confirming your booking.


PHYSICAL PRODUCTS (GEAR, PRINTED MAPS, MERCH)

You have the right to cancel your order within 14 calendar days from the day you receive the item.

  • Just send us a quick email with your cancellation notice.
  • You then have 7 days to return the item.
  • Return shipping is your responsibility.
  • The item must be:
    • unused and undamaged;
    • returned in original packaging or equivalent.

If the product is returned used or damaged, or with missing packaging, we may deduct part of the refund to cover lost value — as allowed by consumer law.


A FEW EXCEPTIONS

For clarity, you cannot cancel or return:

  • Custom-made products or personalized services.
  • Perishable goods or items with limited shelf life.
  • Digital products that you’ve already downloaded or accessed.
  • Sealed audio/video/software content that you’ve opened.


RESPONSIBILITY DURING THE CANCELLATION PERIOD

If you’re exercising your right to cancel a physical product, Latvian consumer law (Article 12, Part 6) states: “The consumer is responsible for preserving the quality and safety of the goods during the period of the right of withdrawal.” So please treat the item with care - especially if you’re planning to return it.



Questions or thoughts? Feel free to reach out—we’re always happy to clarify, explain, or simply chat. Just drop us a message, and we’ll get back to you as soon as we can.