Help & Contact
Bought something, planning a move, or about to?
The things people ask most, answered plainly. If yours isn't here, email [email protected] — a real person answers, usually within a day.
Talk to a person
Anything this page doesn't cover — a question, a correction to our numbers, or just making sure something is right before you buy. A real person reads it and answers, usually within a day. No phone tree, no robot.
Send us your question
We'll reply to your email, usually within a day.
Or write to [email protected] directly.
How you get your files
After a digital purchase, Lemon Squeezy shows a confirmation and sends a receipt email with your delivery links. For the guide, use the download link in that email. You can also recover it later through Lemon Squeezy My Orders.
If you bought the map, that same email holds your access key — a long license key you enter once to unlock the full map. Keep the email; the key doesn't expire, and you never pay twice.
There's nothing to install and no account to create. It's a PDF and, for the map, a key. That's it.
Didn't get the email?
Almost every missing email is hiding in the spam or junk folder. If you use Gmail, check the Promotions tab too. Search your inbox for “Cebu” and it usually turns up.
Then add [email protected] to your contacts — that tells your email program we're not junk, so our next emails land in your inbox.
You can also pull up your receipt and downloads yourself, any time:
Type the email you bought with, and a sign-in link arrives right away — no password to remember. Your receipt, your download, and your map key are all in there.
Still nothing? Email [email protected], tell us which email address you used, and we'll resend everything by hand.
Refunds, step by step
Our digital products — the guide and the map — come with a simple promise: if it wasn't useful, tell us within 14 days and we'll make it right.
- 1Reply to your receipt email, or write to [email protected].
- 2Tell us which product, and that you'd like a refund.
- 3That's all you need to do. The money goes back to the card or PayPal you used.
We don't argue about refunds and we won't ask you to justify it. We fix it, or we refund it — usually the same day we hear from you.
For in-person services
Start with the free call. Before any payment, we send a written Service Plan naming the provider and payee, package, dates, housing brief, included work, price, payment schedule, and expected third-party costs.
Scout Days is paid when booked. Soft Landing and Plus use a 60/40 split: 60% reserves the dates, and 40% is due after week one once you sign off in writing. We send a secure Wise payment request; check that its recipient matches the Service Plan.
The first service payment has a 72-hour full-refund window. We can hold your dates and begin preliminary work immediately; that does not remove your right to the full refund during those 72 hours. If a package with housing search does not produce a home matching the written brief within the agreed service window, the service reservation payment is refunded.
If you reject the proposed home before signing a lease or moving in, Soft Landing and Plus include one no-fee replacement search: a fresh shortlist and new viewings within the agreed service window. A later change after signing a lease is not included.
Paying safely
For digital products, you can pay by card or PayPal. You will always see the exact amount, in US dollars, before you confirm — no surprises, and no subscription.
The digital checkout is run by Lemon Squeezy, an established payment company that handles the money for thousands of software makers. You enter your card details on their secure page, not ours — which means we never see or store your card number. We only ever get told that a payment went through.
Your receipt comes from them, and it's where your download links and map key live — so it's worth keeping.
In-person services are separate: they use the written Service Plan and a Wise payment request. They are never sold through Lemon Squeezy.