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 โ consistently, transparently, and without exception โ for every traveller who books with us.
Equal Service. No Exceptions. No Discrimination.
Whether you are the CEO of a global company or a student on your first solo trip โ Uvamai delivers the exact same high-quality audio tour content and service to every traveller.
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.
- Reads the product description fully before booking
- Understands this is a self-guided audio tour โ 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 โ while the link was delivered and confirmed delivered multiple times
- Ignores WhatsApp messages, emails, and platform messages โ then publicly states "no correspondence was received"
- Says "it doesn't work" without following a single instruction or contacting support
- Expects a $6 audio tour to include โฌ67 admission tickets โ 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 โ admitting links were sent via WhatsApp โ 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 product โ 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
- Opens the tour link in an app instead of a browser as clearly instructed โ then claims the link is broken without attempting any of the provided troubleshooting steps
- Files a payment dispute or chargeback claiming the product is "defective or not as described" โ despite the product being fully delivered, the download being accessed multiple times, and complete instructions having been provided repeatedly
- Claims no instructions were received โ despite instructions being provided before purchase on the product page, on the confirmation page after booking, via platform messaging, and via direct communication
Our Complete Delivery Process
Before anyone questions what was provided โ here is the complete, transparent record of our delivery process. Every step happens with every booking, without exception.
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1
Product Description โ Before You Book
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.
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2
Booking Confirmation Page
Immediately after completing your booking, a full summary and important notice about your tour is displayed on the booking confirmation screen โ including a reminder about how your access links will be delivered.
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3
Access Links Delivered
Orders on uvamai.com: your two access links arrive by email instantly and automatically. TripAdvisor or Viator bookings: on your selected travel date, before your start time, your private access links are sent 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.
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4
Step-by-Step Instructions Sent with Every Link
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.
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5
Support Available When Genuinely Needed
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.
What Delivery Means โ And What It Proves
When a digital product is purchased through our website or any booking platform, delivery is confirmed and documented automatically. This includes:
- โ Timestamp of purchase and confirmation
- โ Email delivery confirmation to the buyer's registered address
- โ Download access log showing number of times the product was accessed
- โ Platform messaging delivery confirmation for OTA bookings
- โ All communication records between seller and buyer
- A product that has been delivered, confirmed, and accessed is not defective.
- An access issue caused by a buyer's own device settings or app preferences is not a product fault.
- Our delivery process is fully documented and verifiable at every stage.
Quick Reference โ 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.
๐ง Audio Guide (SoundCloud)
- Open in a web browser โ 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.
โ ๏ธ Always open in a browser โ not the SoundCloud app โ to ensure full, uninterrupted access.
โ ๏ธ Device Warning โ SoundCloud App Users
Having the SoundCloud app installed on your device does not affect link access in most cases. However, in certain situations โ such as when your device has previously been set to open SoundCloud links in the app, your device may redirect the link to the SoundCloud app instead of the browser.
If this happens, simply copy and paste the link manually into Safari or Chrome. The playlist is browser-only and is not accessible through the SoundCloud app.
โ ๏ธ If Tapping the Link Opens the App
If tapping the link automatically opens the SoundCloud app instead of your browser, it means your device has SoundCloud set as the default handler for these links. This does not happen to all users โ only those whose device settings redirect SoundCloud links to the app.
The fix is simple: copy and paste the link manually into Safari or Chrome instead of tapping it directly.
๐บ๏ธ Interactive Map (Google My Maps)
- Open in a web browser โ Safari, Chrome, or Firefox. Do not use the Google Maps app.
- All attractions are marked with headphone icons ๐ง 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.
โ ๏ธ On Apple devices especially โ always use a browser, never the Google Maps app, to avoid display issues.
โ ๏ธ Device Warning โ Google Maps App Users
Having the Google Maps app installed on your device does not affect link access in most cases. However, in certain situations your device may redirect the link to the Google Maps app instead of the browser. The Google Maps app does not support our custom tour map correctly.
If this happens, copy and paste the link manually into Safari or Chrome. The interactive tour map is browser-only.
โ ๏ธ Can't Find the Audio Link on the Map
After tapping a headphone icon on the map, the attraction name will appear at the bottom of your screen. You must tap that attraction name to open the full details popup. The audio guide link is located inside that popup.
Many travellers tap the headphone icon and wait โ but this extra tap on the attraction name at the bottom is the essential step. Without it, the audio link will not be visible.
๐งญ Complete Flexibility โ Built Into Every Tour
This is a self-guided audio tour โ 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 โ the links remain valid throughout.
๐ฅ Price is per person. Your links can be used by the number of travellers you select at checkout, each listening on their own device.
๐ What Every Traveller Should Bring
- ๐ง Headphones or Earphones
- ๐ฑ Fully Charged Smartphone
- ๐ถ Active Internet Connection
- ๐๏ธ Your Own Schedule
- ๐ Pre-read Instructions
Admission tickets, where noted as "not included" in the product description, are the traveller's responsibility to purchase on arrival.
The Same Tour. The Same Instructions. The Same Standard.
The same tour content, the same instructions, and the same standard of delivery โ to every single traveller, regardless of booking channel, nationality, background, or booking value. This is our founding principle, and it will never change.
On Review Threats & Blackmail
We believe in absolute transparency. Here is where Uvamai stands โ and will always stand.
When a traveller threatens to write a negative review unless a refund is issued โ despite receiving all promised services โ 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.
On Payment Disputes & Chargeback Abuse
We fully respect the right of every traveller to raise a genuine concern through their payment provider.
However, filing a payment dispute or chargeback for a digital product that was fully delivered, accessed, and supported โ without making any genuine effort to resolve the matter first โ is a form of financial abuse that affects small, independent tourism businesses directly.
Our position is clear:
- Every transaction is fully documented from purchase to delivery
- Every communication is recorded and timestamped
- Proof of delivery, proof of access, and proof of support provided are retained for every order
- All dispute cases are responded to with complete evidence
- All sales are final: we do not issue refunds for delivered digital products โ including where an issue is caused by the buyer's own device settings or failure to follow clearly provided instructions
We encourage all travellers to contact us directly before raising any dispute. Every genuine issue has a solution. We have never failed to assist a good-faith traveller who encountered a real problem.
What Every Prepared Traveller Can Always Expect From Us
For every traveller who comes prepared and travels in good faith โ these are the standards we hold ourselves to. Every time, without exception.
Full Transparency Before You Book
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 โ before you confirm.
Prompt Delivery Every Time
Website orders receive their access links and full step-by-step instructions by email instantly; TripAdvisor and Viator bookings receive them through the platform's messaging before the tour start time. Always. Without exception.
Premium Audio Content
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.
Complete Flexibility
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.
Genuine Support When Needed
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.
Principled Standards
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.
Self-Guided Audio Tours Worldwide
Our product descriptions, delivery process, and service standards are publicly stated and consistently upheld. We are committed to serving every responsible traveller with the same exceptional standard of care.
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