Help & Support

Saunder · saunderapp@gmail.com — we aim to answer support enquiries within 2 business days. Statutory deadlines for privacy requests and consumer rights apply independently.

Purchases

I bought a guide but it is locked. Go to Settings → Restore purchases; if you aren’t signed in, it asks you to sign in to the account you used to buy (email, Apple or Google). Purchases are tied to your Saunder account, not to the phone, so they work on iOS and Android as long as you use the same account. A purchase belongs to the App Store or Google Play account that paid for it: restoring or buying with that store account while signed in to a different Saunder account moves the purchase to that Saunder account, and the previous one loses it.

I bought on iPhone; can I use it on Android (or the other way round)? Yes. Sign in with the same account on the other device and the guide will be there. If you used “Sign in with Apple” and hid your email, sign in with Apple on the other device too.

Can I add a second country at the reduced price later? The reduced price is only for two countries bought in the same purchase. A country bought later is at full price.

Refunds

Apple or Google processes your payment. You can request a refund through the relevant store and contact Saunder for help with a purchase, withdrawal or faulty content. Store policies do not replace your statutory rights. See “Right of withdrawal” and “Legal guarantee of conformity” in the terms of use, also available in Spanish.

App Store (iPhone / iPad)

Go to reportaproblem.apple.com and sign in with your Apple Account.
Choose “Request a refund”, select the reason, then select the Saunder purchase.
Submit and check the status there. See Apple’s refund instructions. If you cannot find the purchase or need help with a statutory claim, contact us.

Google Play (Android)

Within 48 hours, you may be able to request a refund from Google, depending on the purchase and circumstances. Follow Google’s refund instructions. On the website, open your profile → Payments & subscriptions → Budget & order history → the purchase → Report a problem, then submit the request.
After 48 hours, or if the purchase was not delivered or does not work, contact us at saunderapp@gmail.com. Include your order reference, purchase date, guide and a description of the issue. Do not send card details or passwords. We will investigate and arrange any refund due using the available store process.

Withdrawal. You can also notify us directly by email or post using the contact details below. The terms explain the deadline, the conditions for any loss of the right, and provide an optional withdrawal form. Paying alone does not remove that right.

Faulty content. Contact us if a guide does not match its description or does not work as required. Your legal rights to have it brought into conformity, or to a price reduction or termination and refund where applicable, are not limited to the store’s voluntary refund window.

If a refund is granted, the guide is removed from your account.

Offline use

Download a whole country from its page (Download all), ideally over Wi‑Fi; a country is roughly 400–600 MB.
Once downloaded, everything — audio, guide, index — works with no signal and in airplane mode.
To free space, remove a country’s downloads from Settings → Downloads. You can download it again at any time.

Audio

Audio keeps playing with the screen locked; use the controls on the lock screen or in the notification.
Audio pauses automatically for calls and resumes when you hang up.
If audio stops in the background on Android, check that battery optimisation is not restricting Saunder (Settings → Apps → Saunder → Battery → Unrestricted).

Account

Change email / password: Settings → Account.
Delete your account: see Delete your account below.

Delete your account

You can ask us to delete your account and your data in either of these ways. Deletion is permanent.

In the app (immediately)

With an account: Settings → Delete account.
Without an account: Settings → Delete my data.

By email, if you cannot open the app Write to saunderapp@gmail.com from the email address of your Saunder account, with the subject “Delete my account”. If you signed in with Apple and hid your email, tell us the relay address Apple shows for Saunder; you do not need to disclose your private Apple Account email. We may ask for proportionate confirmation that the account is yours. We respond within one calendar month, with any lawful extension explained within that month as described in the privacy policy.

What is deleted. Your account (if you delete it in the app and signed in with Apple, we also revoke the app’s access to your Apple Account), your customer record at RevenueCat, your invite code, invitations and coupons, and your feedback answers in our database. This also removes your purchases from the account. Your purchase history in the App Store or Google Play is not affected, but we cannot guarantee restoring into a new account.

What we keep. Deleting your account does not remove everything at once:

A minimised purchase record: the guide/product, store, purchase type and date, revocation date and reason, and date of minimisation. The account and original transaction/event identifiers are removed, but the record may retain a hash derived from the transaction or event and country. It can be matched using that source information, so it is pseudonymised, not guaranteed anonymous. Scheduled deletion is 6 years after purchase, or after minimisation if the purchase date is unavailable. See the purposes, legal basis and retention details in the privacy policy.
The coupon of the person who invited you, if you entered an invite code. It holds only an internal identifier of your deleted account, not linked to any name, email or contact details. It is kept while that person’s account exists.
Crash reports use separate installation identifiers. Account deletion does not automatically erase them. The privacy policy explains retention and how to request erasure.
Support emails: up to 2 years after the request is closed.
Encrypted nightly backup copies of our purchase records and entitlements, in private storage: at most 30 days, then deleted automatically, including those of deleted accounts.

Details are in the privacy policy.

Content

Opening hours, tickets and access change often, which is why the guides link to official websites instead of listing them. If a link is out of date or you spot a mistake, tell us at saunderapp@gmail.com so we can investigate and correct it. To ask for a new country or language, use “More countries coming soon” on the home screen.

Legal

Read our privacy policy and terms of use, including the Spanish terms and withdrawal form.

Juan Trinidad Jiménez Armesto · NIF: 48258693R · Avenida del Cid 82, 30, 46018 Valencia, Spain · saunderapp@gmail.com · Telephone: +34 675 832 696. This postal address also accepts complaints and withdrawal notices.

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