Support & Complaints

How to reach us, what we can help with, and how we handle problems and complaints.

1. How to reach us

Email support@getbestbylocals.com. Please write from the email address you used to buy, and include your order number from the Lemon Squeezy receipt — it lets us find your order quickly. We reply by email; we aim to answer every message promptly, but reply times are a target, not a guarantee. Problems that stop you opening a guide during your access window get priority. [LEGAL REVIEW: confirm whether to publish a response target.]

2. What we can help with

• Choosing a destination or tier before you buy.
• Your order, receipt and payment questions (with Lemon Squeezy, our merchant of record).
• Changing your start date — once, before your guide is sent. See the Refund & Cancellation Policy.
• Cancelling before your guide is sent, and refund questions.
• A guide email that didn't arrive, a link that doesn't open, or a page that looks wrong — we can re-send your guide link during your access window.
• Mistakes in a guide (a changed price, new opening hours, a closed vendor).
• Privacy requests — see the Privacy Policy.
• Complaints and feedback.

3. What we can't help with

• Reservations at vendors, or a vendor's own service, prices or food.
• Allergy, dietary or medical advice — please read the food and dietary notice.
• Planning travel beyond the walk itself.
• Problems with your own device, browser or mobile network, or with third-party map apps (we'll still try to point you in the right direction).

4. A vendor is closed or a dish has sold out

Vendors are independent and sometimes close without notice. Your guide lists more tastings than your tier promises so you can choose others, and known closed days are listed in the guide and on the destination page before you buy. Please tell us about any closure — we check it and correct the guide. A single unexpected closure isn't grounds for a refund; if the guide as a whole wasn't usable for a reason within our control, see "Faulty guide" in the Refund & Cancellation Policy. [LEGAL REVIEW]

5. How we handle a problem or complaint

1. We acknowledge your message.
2. We look into it — we may ask for details such as your order number, the stop and the date.
3. We tell you the outcome by email and what we'll do about it.

If you're not happy with our answer, reply and ask for it to be reviewed again. A second review looks at any new information, our policies and the law; it may or may not change the outcome. Where you rely on a legal right (for example the EU/UK right of withdrawal, or a guide that is faulty or not as described), we apply the law regardless of our own policy. [LEGAL REVIEW]

Complaints about a vendor's food or service are best raised with the vendor on the spot. If our guide was wrong about a vendor, tell us and we'll re-check it.

6. Before you dispute a payment

Please email us first — most problems can be sorted out quickly. Payment disputes (chargebacks) are handled by Lemon Squeezy, our merchant of record; we provide our order, consent and delivery records. Access to the guide may be paused while a dispute is open. [LEGAL REVIEW]

7. Respect

We expect messages to stay respectful. We may stop replying to abusive, threatening or harassing messages, or to fraud or repeated misuse of support, in a way that is proportionate and lawful.

8. Records

We keep support emails to help you, improve our guides and meet our legal obligations, as described in the Privacy Policy. Suggestions are welcome; we may not act on every one.