Your questions answered

- Which audio file format do Way2GoGuides use?
- How long does it take to download a Way2GoGuide?
- Why is standard quality mp3 the smallest file size available?
- What kind of file do Way2GoGuides download as?
- I downloaded a guide but can’t find it on my PC. What should I do?
- How much time am I given to download Way2GoGuides?
- How do I transfer Way2GoGuides from my computer to my mp3 player?
- Can I burn a copy of my guide onto a CD?
- What are FastFacts?
- How do I download FastFacts?
- How do I open FastFacts?
- Where should I listen to my Way2GoGuide?
- Can I listen to chapters in any order?
- I have a Mac. Which web browser should I use?
- I live outside the UK - why do I pay for Way2GoGuides in Sterling?
- What forms of payment do you accept?
- Who are RBS WorldPay?
- Is shopping with Way2GoGuides safe?
- How do we protect your personal data?
- What is my Card Security Number?
- Is the transaction “real-time"?
- Do I have any legal protection?

Which audio file format do Way2GoGuides use?
Way2GoGuides are in mp3 format which is compatible with all modern playback devices including mobile phone handsets, iPods and similar portable music players, USB stick devices and Mac and PC computers. On checkout you are given a choice between either standard sound quality mp3s at 160kbps or highest quality at 320kbps.
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How long does it take to download a Way2GoGuide?
This will be dependent on a number of factors: the duration of the guide, the sound quality you have chosen and the download speed of your internet connection. As an example, a one hour guide at standard sound quality is about 65MB (Megabytes) in size. For a typical 2mbps (megabits per second) connection it will take about four and a half minutes to download. Highest quality sound files are twice as big so will take twice as long.
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Why is standard quality mp3 the smallest file size available?
Way2GoGuides use high standards of production. Mp3 files smaller than standard quality compromise enjoyment of our product. All Way2GoGuides carry a lifetime guarantee and sound fidelity is an important part of this.
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What kind of file do Way2GoGuides download as?
Way2GoGuides download as a Zipped files.

How to unzip your files:
1. Double-click the zipped file.
2. In the window that opens, click Extract all files. The Extraction Wizard will open.
3. Click Next.
4. In the Select a Destination panel, select the location where you want the folder to be placed, for example, the Desktop. Click Next.
5. In the Extraction Complete panel, select Show extracted files. Check Finish. The unzipped files appear in a new window.
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I downloaded a guide but can’t find it on my PC. What should I do?
Try using your computer’s search facility to find a file containing words from the guide’s name such as ‘Westminster Abbey’. If you don’t find it try downloading the file again and check your web browser’s Preferences, which specify the download location. The file names follow particular formats. For example, the Westminster Abbey standard quality file is named 'Westminster Abbey (mp3 160kbps)' and the Westminster Abbey high quality file is named 'Westminster Abbey (mp3 320kbps)'.
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How much time am I given to download Way2GoGuides?
After you have purchased a Way2GoGuide you have 48 hours in which to download it. When downloading has finished we recommend you immediately check the mp3 files are working correctly.
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How do I transfer Way2GoGuides from my computer to my mp3 player?
The method of transferring files will vary according to your computer software and playback device. We recommend you follow the manufacturer’s guidelines.
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Can I burn a copy of my guide onto CD?
Yes but it must be only for your personal use to avoid infringing copyright law. The manual to your CD player will indicate whether you can play a CD with mp3 files or only Audio CDs, and whether you use CD-R or CD-RW disks.
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What are FastFacts?
FastFacts contain invaluable information, suggestions, plans and maps to make the most of Way2GoGuides and your experience at an attraction. We suggest you browse them before your visit because they include ideas to help plan your day.
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How do I download FastFacts?
FastFacts are bundled within a guide’s Zipped file so are downloaded at the same time as the mp3s. Alternatively they can be downloaded free of charge via the ‘FastFacts’ button on each guide’s web page. FastFacts are named according to the guide (for example: westminster_abbey_fastfacts.pdf) and can be saved in the directory of your choice.
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How do I open FastFacts?
FastFacts are in PDF format and you need a PDF viewer such as Acrobat Reader to open them. FastFacts can be printed whenever you choose - they fit on two sides of A4 paper.
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Where should I listen to my Way2GoGuide?
Listen to Way2GoGuides wherever and whenever you like. Some chapter titles name a particular feature, building, object or general area and you might like to be at that location before listening. Other chapter titles don’t specify a location so the choice is yours. Many of our customers like to listen before arriving in order to set the scene and then listen again when visiting, enabling them to choose exactly where they wish to be.
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Can I listen to chapters in any order?
Each guide works slightly differently. For example at the British Museum you’re free to wander as you choose and the chapter order follows one of many possible routes. Westminster Abbey has a fixed route for visitors so the chapter order is set accordingly. In general we suggest listening to Way2GoGuides in chapter order unless it conflicts with your preferences on the day.
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I have a Mac. Which web browser should I use?
The Way2GoGuides website is optimised for Safari.
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I live outside the UK - why do I pay for Way2GoGuides in Sterling?
Under international law we are required to charge in our local currency which is £GBP. RBS WorldPay provide you with a currency conversion at the time of your purchase for comparison purposes only. The actual amount charged by your credit card issuer may vary slightly from the figure shown as banks may use slightly different exchange rates.
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What forms of payment do you accept?
We currently accept online payments with a number of credit cards using RBS WorldPay secure server payment gateway. The current credit cards that we accept include:
1. Visa
2. MasterCard
3. Switch and Solo
4. American Express
5. Maestro
6. Delta Card
7. JCB.
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Who are RBS WorldPay?
Way2GoGuides has chosen RBS WorldPay as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about RBS WorldPay please visit their web site at http://www.RBS WorldPay.com
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Is shopping with Way2GoGuides safe?
Communication between you, us and RBS WorldPay is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the RBS WorldPay server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping with Way2GoGuides as safe as possible.
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How do we protect your personal data?
The RBS WorldPay software sits behind a corporate firewall where access is strictly controlled, preventing unauthorised access to your personal data. Once you have passed your credit card details to Way2GoGuides, they are stored on the RBS WorldPay server in an encrypted format. Way2GoGuides do not have access to your card details at any stage of the transaction process. 
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What is my Card Security Number?
These are the final 3 numbers that appear on the far right side of the signature strip on your card. This number is unique to each card and gives you extra protection against fraud. If you have an American Express your 4 digit security number can be found on the front of the card.
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Is the transaction “real-time"?
All credit card transactions are completed in real-time. After you have confirmed your purchase, we make an immediate connection to RBS WorldPay to verify the card and amount so that authorisation is given before we complete the order. Payment is taken immediately allowing you to download your guides straight away.
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Do I have any legal protection?
Yes. You are protected by the normal laws of England and Wales and in particular, by The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)
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