Service Standards
Our Service Standards
We Are Committed to Every Responsible Traveller. This is our open statement on who we are, who we proudly serve, and the standards we uphold — consistently, transparently, and without exception — for every traveller who books with us.
Equal Service. No Exceptions. No Discrimination.
Who We Are Here For
Thousands of travellers use our audio tours every year. The vast majority experience a seamless, enriching journey because they come prepared. These are the travellers we are proud to serve — and the patterns we have also come to recognise.
- ✔Reads the product description fully before booking
- ✔Understands this is a self-guided audio tour — not GPS-guided, not a live guide
- ✔Reviews the confirmation message and accesses the links promptly
- ✔Opens SoundCloud in a browser (not the app) as instructed
- ✔Opens Google My Maps in a browser (not the Google Maps app)
- ✔Brings headphones, a charged phone, and internet access
- ✔Explores at their own pace, in their own order
- ✔Returns for a second tour or recommends us to others
- ✖Books on the wrong date, then immediately demands a date change before even reviewing what they purchased
- ✖Does not read the product description, booking confirmation, or the step-by-step instructions provided
- ✖Claims they never received the access link — while the link was delivered and confirmed delivered multiple times
- ✖Ignores WhatsApp messages, emails, and platform messages — then publicly states "no correspondence was received"
- ✖Says "it doesn't work" without following a single instruction or contacting support
- ✖Expects a $9 audio tour to include €67 admission tickets — despite "Not Included" being clearly stated
- ✖Writes a review about city Wi-Fi or urban infrastructure and blames our business for it
- ✖Posts contradictory reviews — admitting links were sent via WhatsApp — yet leaves the false first review standing
- ✖Uses the anonymity of OTA platforms to intimidate, threaten, and blackmail our business
- ✖Threatens a negative review to extract a refund on a $6–$9 product — for a service that was fully delivered and documented
- ✖Bypasses the booking platform's official messaging system to raise complaints already addressed through the proper channel
Our Complete Delivery Process
Before anyone questions what was provided — here is the complete, transparent record of our delivery process. Every step happens automatically with every booking, without exception.
Every detail of this self-guided audio tour is clearly stated on the product listing page. What is included, how it works, what technology you need, and how delivery happens — all written openly, in plain language, before any purchase is made.
Immediately after completing your booking, a full summary and important notice about your tour is displayed on the booking confirmation screen — including a reminder about how your access links will be delivered.
For TripAdvisor, Viator, GetYourGuide, or whichever platform you used — on your selected travel date, before your start time, your private access links are sent directly through the booking platform's own messaging system. Link 1 is your complete SoundCloud audio guide playlist. Link 2 is your interactive Google My Maps itinerary. Both link to trusted, established platforms used by hundreds of millions of people worldwide.
Alongside the access links, we provide a complete, detailed guide — covering exactly how to open SoundCloud in a browser, how to use the playlist, how to open Google My Maps in a browser, how to navigate using the map, and what to prepare. Nothing is assumed. Everything is explained.
If any genuine difficulty arises accessing your materials, we respond and assist. We have provided alternative solutions when technical issues arose — because we care deeply about the experience of every prepared, good-faith traveller who books with us.
Quick Reference — Delivered to Every Traveller
This information is provided in full at the time of every booking and is also stated clearly in the product description. There are no surprises. Everything below is what every traveller receives.
- Open in a web browser — Safari, Chrome, or Firefox. Do not use the SoundCloud app.
- You will see a playlist of all attraction audio guides in a suggested order.
- Listen before your tour to plan, or play guides as you arrive at each location.
- Scroll to find an attraction, tap to play, use play/pause as needed.
- Replay any guide as many times as you wish. Links remain valid for up to 6 days.
- Open in a web browser — Safari, Chrome, or Firefox. Do not use the Google Maps app.
- All attractions are marked with headphone icons 🎧 on the map.
- Tap any headphone icon, or tap the tour title below the map to view the full attraction list.
- A popup window appears with a clickable link to that location's audio guide.
This is a self-guided audio tour — not GPS-guided, not a live guide. Travellers choose which attractions to visit based on their own interests. Explore in any order. Start and finish wherever you like. Spend as much or as little time at each location as you choose. Split the tour across up to 6 days if desired — the links remain valid throughout.
On Review Threats & Blackmail
We believe in absolute transparency. Here is where Uvamai stands — and will always stand.
"No traveller has the right to use a review as a weapon. A review should reflect a genuine, informed experience — not a tool to extract refunds from a business that fulfilled every stated commitment. We have served thousands of travellers with pride. One person who refuses to read instructions does not define us."
When a traveller threatens to write a negative review unless a refund is issued — despite receiving all promised services — that is not feedback. It is attempted extortion. We document all such communications. We report them to the relevant platforms. We respond to every public review with facts, calmly and professionally, so that future travellers can see the full picture.
We also recognise that some OTA platforms currently provide limited protection for suppliers in such situations. We continue to advocate for fair and transparent review systems that hold travellers to the same standards of honesty they expect from us.
What Every Prepared Traveller Can Always Expect From Us
For every traveller who comes prepared and travels in good faith — these are the standards we hold ourselves to. Every time, without exception.
Every detail of your tour is stated clearly in the product description. There are no hidden requirements, no surprises. You always know exactly what you are purchasing — before you confirm.
Your access links and full step-by-step instructions are delivered through the booking platform's messaging system before your tour start time. Always. Without exception.
The same high-quality, expertly crafted audio guide is delivered to every traveller, regardless of booking channel, nationality, or background. Our content standard never wavers.
Your tour works around your schedule, your pace, and your interests. No fixed times, no waiting for groups, no one to keep up with. You explore entirely on your own terms.
When genuine difficulties arise, we respond and find solutions. We have never abandoned a good-faith traveller who encountered a real technical problem. We are here when you need us.
We do not change our operational model for any individual. Our product is designed thoughtfully, described accurately, and delivered consistently. That standard will not change.