Terms & Conditions

These terms are the agreement between you and Antratel Pty Ltd (ABN 24 122 328 492 — check it on the Australian Business Register), an Australian company trading since 2006, Sydney, New South Wales (“we”, “us”), which provides the Self Guide App GPS audio guides on selfguideapp.com, in the Android app on Google Play and in the iPhone app on the App Store (together, the “Service”). The Service is an online audio guide: the guides and podcasts can be used wherever there is internet, including before your trip and abroad. We do not run tours. They apply to the free demo and to the passes you buy. You accept them when you tick the box at checkout, or when you use the Service. If you do not agree with them, please do not buy a pass or use the Service.

1. The guides

Our GPS audio guides tell stories that start by themselves as you reach each place, with podcasts in between and a map. They work on foot, by bike, by car and on public transport such as trams. The current guides, and the languages each one is available in (English, Russian, Japanese and Korean — not every guide is in every language), are listed on selfguideapp.com.

The guides are for information and enjoyment. We take care to get the facts right, but the world changes: places can be closed, under construction or hard to reach, and prices, opening hours and other details mentioned in a story can go out of date. Our guides are independent; unless we say otherwise, the places, venues and events they describe have not endorsed them.

We keep improving the guides and may update, add, shorten or replace stories, places and features. We will not take away a guide or noticeably reduce what a pass includes while a pass you have bought is running, unless we have to (for example for safety, legal or rights reasons). If that happens and it affects you, write to us and we will put it right, for example with extra time or a refund for the part you could not use.

2. The free demo

You can try the Service without signing up or paying: the demo shows the map, a few places and a few minutes of the podcast, and lets you check that the guide works on your phone before you buy. You can also use Simulation to hear how a guide sounds without being there. We may change or end the free demo at any time.

Demonstration videos

Before you buy, you can also watch our free demonstration videos on our YouTube channels in English, Russian, Japanese and Korean, linked from selfguideapp.com/help. The videos and the demo show how the guides work: how the stories start by themselves, what you see on the screen and how a guide sounds. The videos show the Service as it was when they were made; details on the screen can change as we improve it, but what a pass gives you will not be reduced (section 1).

By ticking the box at checkout, you confirm that you had the chance to watch the videos and try the demo before buying, and that the Service they show is what you are buying. If you think the Service does not match its description, the videos or the demo, please tell us specifically what is different — which guide, which feature, and what you expected from the video or the demo — so that we can check it and put it right. This does not take away any of your rights under the Australian Consumer Law (section 9).

3. Buying a pass

• What you buy. Passes are sold by time (at present 1, 3, 14 or 30 days). While a pass lasts it opens all our paid guides.
• Price. The price is the one shown at checkout, in Australian dollars, including GST. Prices can change, but a change never affects a pass you have already bought.
• Discounts. A partner discount or a promotional code may lower the price. Only one discount applies to a purchase, and the checkout shows what you pay.
• On the website, payment is taken by Square (card, Apple Pay or Google Pay); we never see your card details. We email your access link to the address you give, so please check it is correct (and look in your spam folder if the email does not arrive).
• In the Android app, payment is taken by Google Play billing, and Google Play’s terms and refund process apply to that payment. The pass opens in the app. These terms, and your rights under the Australian Consumer Law, still apply to the Service itself.
• Our agreement for a pass starts when your payment is confirmed.

4. How your pass works

• The clock starts when you first open your link. The pass then runs for the number of days you bought, counted in full 24-hour periods (a 1-day pass lasts 24 hours from the first opening). The time keeps running whether or not you are listening.
• Open it within 6 months. A link that has not been opened within 6 months of purchase can no longer be started.
• One device at a time. Your link plays on whichever device opened it last. Opening it on another phone, tablet or laptop moves the guide there, and the previous device stops. Which stories you have already heard is remembered on the device you use, so on a new device the guide may start again from the beginning.
• Keep your link private. Anyone who has it can use your pass and move it to their device. If you lose your link, write to us from the email address you bought with and we will send it again.
• A refunded pass is cancelled, and its link stops working.

5. What you need, and the limits of phones and networks

You need a smartphone with GPS, a mobile data connection, and either a current web browser or our app, with permission to use your location. The guides stream audio and maps as you go, so they do not work offline.

• Mobile coverage. In tunnels (for example the Sydney Harbour Tunnel or the Cross City Tunnel), underground car parks and remote areas, new stories may not load until the signal returns. Data and roaming charges from your mobile provider are yours.
• GPS. Weak GPS, tall buildings or bad weather can make a story start early, late or not at all.
• Screen lock in a browser. Phone browsers (Safari on iPhone, Chrome on Android) can pause GPS and audio when the screen locks or the tab goes into the background. Keep the screen on and the guide in front: on iPhone, Settings → Display & Brightness → Auto-Lock → Never; on Android, Settings → Display → Screen timeout (on some phones called Sleep or Screen off) set to the longest time, ideally with the phone on a charger. The exact settings differ between phone makers.
• Our Android app keeps working with the screen off, but battery-saving settings on some phones can still stop it.
• Battery. GPS and audio use a lot of battery; bring a charger or power bank.
• Updates. Updates to phones, browsers and other software can change how GPS, audio and background play work. We work to keep up with them.

These are limits of phones and networks that we do not control, and on their own they are not a failure of our Service. If the guide does not work because of a problem on our side, see section 10.

6. Safety

On the road

• A driver must never interact with the phone while driving: do not touch, hold or look at it, and do not change anything until you have parked safely. Set up the guide, the volume and the connection to your car speakers before you set off. The guide is designed to speak by itself, so you do not need to look at or touch the phone while you drive. Keep your eyes on the road at all times.
• If you mount the phone, mount it legally: in a commercially made holder fixed to the vehicle, where it does not block your view. Follow the road rules of the state, territory or country you are in, including its rules on mobile phones. Some drivers, such as learner and provisional drivers in some states, may not use a phone at all while driving — if that applies to you, let a passenger run the guide.
• You are in control of the vehicle at all times. A story never asks you to stop, slow down, turn or look away from the road: never do so where it is unsafe or not allowed, and park only where parking is allowed.
• If you ride a bike, set the guide up before you ride, keep aware of traffic and follow the local rules on headphones and earphones.
• The guide may offer links to Google Maps or Apple Maps. We do not control those apps; always follow road signs and the directions of police and officials over any app.

On foot

• Watch where you are going. Look out for traffic, uneven ground, cliff edges, water and the weather, and never step onto a road to hear a story.
• Some places in the guides are private property or are seen from a distance. Stay in public places, do not trespass or enter closed or restricted areas, and follow signs, closures and national park rules.
• Children should be supervised by an adult.

In wildlife parks and other venues

• In Featherdale Wildlife Park and any other venue, follow the venue’s rules, signs and staff instructions, including the rules about touching and feeding animals. Entry tickets are bought from the venue and are not included in a pass.

You are responsible for your own conduct and for any parking fees, tolls, park entry fees, tickets and fines you incur while following a guide.

7. Using the guides fairly

The audio, texts, maps, photos, videos, software and design of the Service belong to us or to those who license them to us. When you buy a pass, we give you a personal licence, which you cannot transfer, to use the Service while your pass lasts, for you and the people travelling with you, for personal and non-commercial use. Listening together, for example through your car speakers, is fine.

You may not:

• record, download (other than what the app or browser stores to play the guide), copy, scrape, transcribe, broadcast or publish the audio or texts;
• sell, resell or publish your link, or get around the one-device limit or other access controls;
• use the Service in a way that is unlawful or that harms the Service or other users.

Commercial use needs a separate written agreement with us — for example a coach or tour company playing the guides to paying passengers, reselling passes, or using our content in another product. Write to [email protected]. Businesses that recommend the guides to their guests can join our partner programme under the Partner Agreement. A professional driver or guide may play the guides to the passengers in their own vehicle with a pass they bought, one device at a time.

Professional drivers and guides

If you use the Service in your work, we provide the Service; how you use it is your responsibility. That includes how you set up your vehicle, your phone and your workplace; complying with the laws, licences and accreditation that apply to you, your vehicle and your passengers; control of the vehicle; and the road rules. The guide is designed to speak by itself, so that you can keep your attention on driving and do not need to look at or touch the phone (section 6). This does not take away your rights under the Australian Consumer Law, or our responsibility for our own failures (sections 9 and 12).

If you seriously break this section (for example by reselling or publishing your link, or recording and publishing the audio), we may cancel the link. Where we reasonably can, we will tell you first and why. We do not refund the unused time on a link cancelled for that reason, except where the law requires.

8. Your privacy

Our Privacy Policy explains what we collect and why. In short: the guide reads your location only while a tour is running; we keep a record of each tour and of your access link (including the device it is on), and, when diagnostics are switched on, a detailed log for 30 days, so that we can deliver your pass and fix and improve the guides; our website and apps use Google Analytics and Yandex Metrica; and we use your email address to send your link and to help you. We do not sell your information.

9. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. If a failure does not amount to a major failure, you are entitled to have the problem fixed in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion. You are also entitled to be compensated for any other loss or damage that was reasonably foreseeable from the failure.

Nothing in these terms excludes, restricts or changes those rights, or any other right you have under a law that cannot be excluded, including the consumer law of the country where you live.

10. If something goes wrong: refunds

• Tell us. Write to [email protected] from the email address you bought with (or quote your access link) and say what happened.
• A link you have never opened. If our records show that your link has never been opened, we refund it in full if you ask within 30 days of buying it, whatever the reason. The link is cancelled when we refund it.
• A link that has been opened. Once our records show that the link has been opened (for example its first opening, or a tour started with it), we refund it where the Australian Consumer Law gives you that right (section 9), or where you tell us what went wrong and we agree that a refund is fair. Please describe the problem: when and where it happened, which guide, which phone, and what you saw or heard. We check what you tell us against our records for your link and reply by email. You do not need technical knowledge, and we will not refuse a remedy the law gives you because you cannot explain the cause.
• A fault on our side. If the guide does not work because of a problem on our side, such as our servers being down, we will do our best to fix it or send you a replacement link. Where the Australian Consumer Law entitles you to a refund or other remedy (section 9), you will get it.
• What we do not refund. Apart from the cases above and your rights under the Australian Consumer Law, we do not refund a link that has been opened if you change your mind, or because of problems outside our control, such as a flat battery, a lost phone, your phone’s settings, no mobile data, bad weather, illness, car trouble, road closures or closed attractions. Please watch the videos and try the free demo before you buy. This does not affect your rights in section 9.
• Google Play purchases. The same rules apply: write to us and we refund through Google Play, or ask Google for a refund under Google Play’s refund policies.
• Refunds are paid back to the way you paid, and a refunded pass stops working.

11. Service availability and events beyond our control

We work to keep the Service available and to protect our systems, but we cannot promise that it will always run without interruption or errors. We may sometimes take it offline briefly for maintenance and updates.

We are not responsible for a failure or delay caused by events beyond our reasonable control, such as:

• no internet or mobile coverage, or a failure of a network, the power supply, or a hosting, cloud or content delivery provider;
• attacks on our servers or systems, such as hacking, denial-of-service attacks, malware or ransomware;
• failures or changes of the platforms and services we rely on, such as Google Play, the App Store, YouTube, Square, and phone and browser makers;
• fire, flood, bushfire, storm, earthquake and other natural disasters, epidemics and pandemics;
• action by a government or authority (including new laws, orders and closures), war, terrorism and civil unrest.

When this happens, we take reasonable steps to limit the effect and restore the Service. It does not take away your rights under the Australian Consumer Law: if you could not use your pass because our Service was down, write to us (section 10).

12. Our responsibility to you

• We are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breaking these terms, of our failure to meet a consumer guarantee, or of our failure to use reasonable care and skill.
• We are not responsible for loss or damage that we did not cause, for example loss caused by not following the road rules or the safety rules in section 6, by other people, or by events beyond our reasonable control (section 11).
• Nothing in this section limits your rights under section 9.

13. Changes to these terms

We may update these terms, for example when we add guides or features, change how passes work, or the law changes. The date at the top shows when they last changed. A change applies to passes bought after it is published, and to the free demo from that date. A pass you have already bought stays under the terms you agreed to when you bought it, unless the law requires a change.

14. Questions, complaints and disputes

If you have a question or a complaint, write to [email protected] and we will try to sort it out with you. If we cannot, you can contact NSW Fair Trading or the consumer protection agency where you live.

These terms are governed by the law of New South Wales, Australia. The courts of New South Wales, and the federal courts sitting there, can decide any dispute about them. This does not stop you using any court or tribunal you are entitled to use under the law of the place where you live.

15. General

• These terms, with the details shown at checkout and in your purchase email, are the agreement between you and us about the Service.
• If any part of these terms is invalid, unenforceable or unfair, it is limited or removed only as far as needed, and the rest continues.
• If we do not use one of our rights straight away, we can still use it later.
• We may transfer this agreement to a business that takes over Self Guide App; your rights under it stay the same.
• These terms are written in English.

Contact

Antratel Pty Ltd (ABN 24 122 328 492), Self Guide App, Sydney NSW, Australia — [email protected]