Support

Need help with Praeter? Email support@praeter.co.uk. We aim to reply within two working days (Monday to Friday, UK time). To tell us what you think of the app, leave a rating or review on the App Store. To review a tour, open the … menu on it in your Library and choose Reviews.

What you need

  • iPhone app: an iPhone running iOS 26 or later. The app is not made for iPad.
  • Praeter Web (open Praeter Web): a recent version of Safari or Chrome on your phone. Stops start by themselves only while the page is open and the screen is on. Our Privacy Policy explains what it keeps in your browser.
  • Location access, so stops can start when you arrive.
  • A connection to download a tour. Once downloaded, it works offline.

Getting started

  • Choose a tour in the Store. Free tours go straight into your Library, and so do the tours you buy (see Purchases).
  • Open the tour from your Library, pick a route (Highlights, Explorer or Beyond) and start walking.
  • Each stop's narration starts by itself when you arrive. In the iPhone app you can keep your phone in your pocket with the screen off.
  • Keep an eye on traffic and your surroundings while you walk. Our Terms of Service explain what you are responsible for.

The narration isn't starting at stops

  • Check location access in your iPhone's Settings → Privacy & Security → Location Services → Praeter. Choose Always so stops start with the screen off, and turn on Precise Location.
  • Make sure the tour is running. The Tour tab should show the map, not "Tour stopped".
  • Check your volume, and that your headphones are connected.
  • GPS can be less accurate near tall buildings. You can play any stop yourself at any time: tap the player bar above the tabs and choose a track.

Using a tour without signal

Download the tour before you set off, using the download button on its row in your Library. A downloaded tour works fully offline. A tour you haven't downloaded is fetched when it starts, so make sure you have a connection at that point.

Purchases

You can buy a tour in the iPhone app, in Praeter Web or on our website. Each is paid for, restored and refunded in its own way. A tour you buy stays in your Library while we offer it, and our Terms of Service say what you get if we ever have to withdraw one.

Bought in the iPhone app

  • Buying in the app needs a free Praeter account, so the tour stays yours if you change or reset your phone.
  • Apple takes the payment through the App Store.
  • New phone, or a purchase missing? Sign in, then go to Settings → Account → Restore purchases.
  • Apple handles refunds for App Store purchases, at reportaproblem.apple.com. If Apple says no and you think the tour was faulty, email us.

Bought in Praeter Web

  • You buy while signed in, and Paddle, our reseller, takes the payment and sends your receipt. The tour goes straight to the account you are signed in to.
  • To find it on another phone or in the iPhone app, sign in with the same account.
  • Refunds work as for the website, below.

Bought on our website

  • You don't sign in to buy on the website. You give an email address, and Paddle, our reseller, takes the payment and sends your receipt.
  • The tour reaches your Praeter account in one of two ways:
    • Automatically, by email address. If an account has the same email address and it is confirmed, the tour appears in its Library straight away. No account yet? Create one with the same address in the iPhone app or on Praeter Web, confirm it through the link we send you, and the tour appears.
    • With the link in your order email. If the tour isn't in an account yet, your order email has an Add to my Praeter account link. Open it while signed in, and the tour is added to that account, whatever its email address. The link works once, so keep the email private.
  • New phone, or a tour missing? Sign in with the account the tour was added to. Restore purchases only finds App Store purchases, not website orders.
  • Typed the wrong email address? Email us from the address you meant to use, with the tour's name and the date you bought it, or forward your Paddle receipt. Once we have matched the order, we'll add the tour to the right account.
  • Signed in with Apple and chose Hide My Email? Your account's address is then a private relay address, so a tour bought with your real address won't be matched automatically. Use the link in your order email instead. If you can't find the email, write to us.
  • For a refund, email us with the address you bought with and the tour's name, or use the link in your Paddle receipt. Paddle refunds you to the payment method you used. Our Terms of Service explain when you are entitled to one.

Battery

Praeter uses location in the background only while a tour is running. Ending the tour (the ✕ on the Tour tab, or End Tour in the player) turns location off completely.

Your account and data

  • Download a copy of your account's data: Settings → Account → Export my data. The file has your account details, purchases, website orders, tour progress, reviews and any feedback you sent.
  • Delete your account: Settings → Account → Delete my account. We delete your account details, tour progress and reviews. We must keep purchase records for seven years for our accounts, including the email address on a website order. Feedback you sent before reviews existed is kept without your name or email address.
  • Optional tour analytics aren't linked to your account, so deleting your account doesn't remove them. To delete them, use Settings → Privacy → Delete my shared data first.
  • Our Privacy Policy explains how we handle your data and what else you can ask us for. Your GPS coordinates are never sent to us. They leave your phone only if you ask for walking directions, which go to a routing service.

Parents and guardians

  • You must be 13 years of age or older to create an account. Under-18s need a parent's or guardian's permission to create an account and buy tours.
  • To approve or block App Store purchases on your child's iPhone, use Apple's Family Sharing, Ask to Buy and Screen Time. Website purchases need a card or other payment method, so keep yours private if you don't want your child to use it.
  • Your child can see, download or delete their own data in Settings → Account. To ask for your child's data yourself, email privacy@praeter.co.uk. Young people have privacy rights of their own, so we check that you can act for your child and, if they are old enough to understand the request, we will normally ask them too. Our Privacy Policy explains how.

Who we are

Praeter is made by SB Works Ltd (company number 15398202).