Terms and conditions

Last updated: November 2, 2026.

These are the rules for using andante.uy and the Andante app, and for doing our walks and games. By using them you accept these rules. We kept them short and clear; if anything is unclear, ask us at hola@andante.uy.

1. Who we are

Andante belongs to Fluenta SAS, RUT 220952010019, Punta del Este, Maldonado, Uruguay. Email: hola@andante.uy. In these terms we call it “Andante” or “we”.

2. What an Andante walk is

Narrated walks and games you do on your own in the street, with your own phone and headphones: a story that plays while you walk a real route.

  • What it includes: the story in the Andante app, in the language you chose, and the route on the map. The app installs from the browser, with no App Store or Google Play.
  • What it does not include: an in-person guide, transport, entry to museums, buildings or shops, food, the phone, the headphones or mobile data.
  • What you need: a phone with an up-to-date browser and location (GPS) turned on, enough battery to keep the screen on for the whole walk, headphones, and a connection to download the walk before you set out. Once downloaded, it works with no signal.

Each walk’s page shows its approximate duration, the length of the route, the starting point and, if it has one, the price.

3. What is free

Walks and games whose page says “free”, such as “El caso Flores”, are used for free and without signing up: we ask for no email and no other data. You install them from their page and begin at the starting point.

4. Reserving a walk

Some walks are reserved on their reservation page: you choose the day and the time, if the walk has them, and give your email. We send you an email with the reservation and a link to its page; if you chose a time, we send you a reminder the day before. With that email you sign in to the app and the walk appears in “Mis paseos”.

If the walk has no price, the reservation is free and we ask for no payment details. If it has a price, points 5 to 7 apply to buying it.

5. Prices

If a walk has a price, it is on its page and on the reservation page, with its currency (for example, Uruguayan pesos or US dollars), before you pay, and includes any applicable taxes. If we change a price, the new one applies to later purchases: what you already paid for keeps the price you saw.

6. How to buy a walk with a price

  1. You choose the walk, the day and the time you want to start, if the walk has them, and give your email.
  2. You choose how to pay among the ways the reservation page offers: Mercado Pago or PayPal. You pay on that provider’s page and they take the payment: we do not see your card or account details.
  3. Once the payment provider confirms the payment to us, the walk is yours: you get the email with the reservation and a link to its page. If the payment is pending, access opens once it clears; if it clears after the reservation was cancelled (see below), we refund it.
  4. You install the app, sign in with your email and the 6-digit code we send you, and the walk appears in “Mis paseos”.

If you do not finish paying, we hold your time for a short while and you can pay from your reservation’s page; after that, the unpaid reservation is cancelled and the time is free for others. A declined payment is not charged and you can try again.

You must be 18 or older to buy.

7. Changing the day and refunds

  • Changing the day is free, at any time: reply to any of our emails or write to us. If it rains, pick another day.
  • If you paid and have not started yet, we refund the full amount, no questions asked. “Starting” means starting the walk in the app.
  • If something on our side fails (the walk does not load, the audio does not play, the route cannot be done because of our error) and we cannot fix it, we refund the full amount even if you started.
  • Right of withdrawal: you also have the right the law gives for distance purchases: you can withdraw within 5 business days of the purchase or of receiving the walk, whichever suits you (article 16 of Law No. 17,250 on Consumer Protection).
  • If the same reservation is charged twice, we refund the extra payment right away, without you having to ask.

How to ask for a refund: write to hola@andante.uy from the email you bought with, or reply to the reservation email. We refund through the same means you paid with (Mercado Pago or PayPal), within 5 business days of your request; depending on your bank or card, it may take a few more days to show in your account. Once refunded, the walk leaves “Mis paseos”.

Weather, a closed street or a closed place are not grounds for a refund if the walk can be done another day: you change the day for free.

8. Access to the walk

  • A reserved or bought walk is tied to your email. With that email you sign in to the app on any phone.
  • Two people can listen to a walk together with one reservation and one phone, one earbud each.
  • In games with a “De a dos” entry, the entry is for two people, each with their own email and phone.
  • You can repeat the walk as long as it is available.
  • Access is for your personal use and for whoever walks or plays with you. It may not be resold or used for guided tours or paid activities with other people.

9. Safety: the walk is in the street

The walk goes through open streets with traffic and people. You decide when, where and how you walk.

  • Watch where you are going. Cross at corners and with the light, even if the story keeps playing. Pause it if you need to.
  • Do not walk looking at the screen: the story guides you by voice.
  • Keep one ear free or the volume low, so you can hear the traffic.
  • Look after your belongings, as in any tourist area.
  • Do not go into buildings, courtyards, construction sites or closed or private places: the route is on public streets.
  • Check the forecast and bring water if it is hot. With rain, a storm or strong wind, leave it for another day.
  • If you walk with minors, the adult is responsible for them throughout the route.

10. The places on the route

The route runs along public streets. We do not own or manage the streets, squares, buildings or shops it passes, and we cannot guarantee they will be open, free of works or unchanged. If something changes, we may adjust the route so the walk can still be done.

11. Fact and fiction

The places and events of the city we tell about are real. The narrators and some scenes are fiction, based on stories of the place.

12. Intellectual property

The stories, texts, voices, music, maps, design and the Andante brand are ours or used with permission. The maps use data © OpenStreetMap contributors.

Doing a walk gives you the right to listen to it, not to copy it: you may not record, download outside the app, publish, share or sell the audio or the texts. You may tell people what you experienced and share your own photos of the route.

13. Reviews

If you reserved a walk or someone added you to their “De a dos” entry, you can leave a review of it in the app. Writing it again replaces the earlier one. It is published without your email or name. We may hide reviews with insults, other people’s personal data, advertising or illegal content. We do not edit the text of any review.

14. Liability

We answer for what we offer: that the walk works as described and that the route can be done along public streets. If you paid and it is not so, we refund you (point 7).

We are not liable for harm arising from traffic, third parties, the state of public streets, the weather, your phone or your connection, or from not following the safety guidance in point 9, unless the harm is due to our error or negligence. Nothing here limits your rights under Law No. 17,250 on Consumer Protection.

15. Use of the site and the app

Do not use the site or the app for anything illegal, do not try to get into other people’s accounts or break security, and do not reserve with other people’s emails, except that of whoever plays with you on a “De a dos” entry, with their agreement. We may cancel reservations or access used that way and, if you paid, refund what you paid.

16. Personal data

How we use your data is in the Privacy policy.

17. Changes to these terms

If we change these terms, we publish the new version with its date. Each reservation or purchase is governed by the terms in force on the day you made it.

18. Governing law and complaints

These terms are governed by the laws of the Oriental Republic of Uruguay. If you have a problem, write to us first at hola@andante.uy: we reply within 5 business days. You can also complain to the Consumer Protection Area of the Ministry of Economy and Finance and to the competent courts of Uruguay.