Support · Letters to the editor

We reply to every letter.

Most questions are answered in the chapters below. If yours isn't, write to us — Travelhour is small enough that every note reaches a human on the team, usually the same day.

Our promise

A hand-written reply, not a bot.

Pro subscribers

24h

Usually much faster — same day during European hours.

Everyone else

48h

Weekdays. Weekends we're out walking cities of our own.

Chapter I

Account & billing

Subscriptions, cancellations, restoring purchases.

How do I cancel my Travelhour Pro subscription?

Pro is billed by Apple or Google — cancel from your App Store or Play Store subscription settings. Travelhour can't cancel on your behalf. Cancellations take effect at the end of your current period; you keep Pro until then.

My purchase isn't showing as Pro. What now?

Open the app → Profile → Restore purchases. That re-polls Apple / Google for your entitlement. If it still doesn't flip on, email us with your App Store order ID (Settings → your name → Media & Purchases → Purchase History) and we'll unstick it by hand.

Do you offer refunds?

Refunds are Apple's and Google's call, not ours — they process every subscription payment. Apple: reportaproblem.apple.com. Google Play: app page → 'Refund' button (available for a short window after purchase). Both are usually generous within the first week.

Can I share Pro with my family?

Yes on iOS — Travelhour Pro is enrolled in Apple Family Sharing. Turn it on for Apps & Purchases in your Family group, and every family member gets Pro without paying twice. Google Play Family Library equivalent is on the roadmap.

How do I delete my account?

App → Profile → Settings → Delete account. Your data is wiped from our servers within 24 hours. If you have an active subscription, cancel it first via the App Store / Play Store — it keeps renewing otherwise, and we can't stop that for you.

Chapter II

Trips & itineraries

Cities, stops, routing, offline behaviour.

Why is my city's itinerary sparse or blank?

Ten destinations are hand-curated (Rome, Paris, London, Istanbul, Tokyo, Barcelona, Berlin, Athens, Amsterdam, New York). Everywhere else falls back to Wikivoyage + Wikipedia algorithmic stops, which can look thin for smaller towns. We add a new curated city every few weeks — email us with your city and we'll bump it up the queue.

How do I report a wrong place, or bad opening hours?

Opening hours come from OpenStreetMap — you (or anyone) can edit them at openstreetmap.org and the correction reaches us within a day. Place names and descriptions come from Wikipedia; edit the article directly. Or email us — we'll route the fix ourselves.

Can I use Travelhour without an internet connection?

Partially. Cities you've already opened are cached and browse offline. Live navigation needs GPS but doesn't need data once the route is fetched. Full offline city packs are a Pro feature in active development — a Pro subscriber survey question asks which cities you want first.

Why won't the walking route load?

Routing is powered by Mapbox and can time out on very slow connections. Two fixes: (1) toggle between walking and cycling once — forces a re-fetch; (2) tap the refresh icon in the top-right of the trip screen. If it happens repeatedly, mail us your city name and rough time — we can sometimes trace it to a Mapbox regional outage.

Chapter III

Data & privacy

What we collect, what we don't, how we use it.

Do you sell my data?

No. Never have. We don't run any advertising SDK and we don't sell mailing lists. The full inventory of what we collect (and why) lives in the Privacy Policy — it's a short read.

What happens to my location data?

Location is used only inside the app — the walking-time chip on place cards, the live-navigation puck, the "too far to start" guard. Your coordinates are never sent to our servers. When you delete the app or revoke Location permission, the data ceases to exist.

Chapter IV

Technical

Devices, permissions, edge cases.

The map won't show my location.

iOS: Settings → Privacy & Security → Location Services → Travelhour → set to While Using. Android: Settings → Apps → Travelhour → Permissions → Location → Allow while using. Reopen the app once permission is granted; it doesn't auto-recheck.

Can I use Travelhour on multiple devices?

Yes. Sign in with the same account on each device. Pro subscription follows the Apple ID / Google account, not the device. Your liked places sync automatically.

Still with us

None of the above? Write to us.

Real letters get real answers. Tell us what happened, what you expected, and — if you can — which city and what time. Screenshots welcome.

hello@travelhour.app

Or reply to any transactional email — same inbox.

Correct a place

Wikipedia edit

Place names, descriptions, and hero photos come from Wikipedia. An edit there reaches us in a day.

Go there →

Fix opening hours

OpenStreetMap

Hours come from OSM — anyone can update a shop, a museum, a temple. Free account, three-minute edit.

Go there →

Read the small print

Privacy & Terms

The short version: we collect the minimum, we don't sell any of it, and you can delete everything.

Go there →