Exploreum Privacy Policy
Last updated 13 October 2026
Exploreum is made by Coldsnap. This policy explains what the Exploreum app and website collect, why, and what you can do about it. It is written to be read, not to be survived.
Who this is for
Exploreum is intended for a general audience aged 13 and over. It is not directed at children under 13, and we do not knowingly collect personal information from them. If you believe a child under 13 has given us personal information, write to us and we will delete it.
What we collect
| What | Why |
|---|---|
| An account identifier. If you browse as a guest, this is a random ID with nothing attached to it. If you create an account, it is your email address. | So your unlocks and progress belong to someone and survive closing the app. |
| What you unlocked and how far you got — which experiences you have access to, your position in one you started, and which you finished. | So a venue code you redeemed keeps working, and so you can pick up where you stopped. |
| Ratings you choose to leave — a star rating, an optional comment, and the language you wrote it in. | So the venue can see how their experience landed. Only shown if you submit it. |
| Event tickets — the event, the name you give for the entrance, how many tickets you took, and when each was checked in at the door. | So the venue can let you in and know how many people came. Only if you take a ticket. |
| Experiences you buy in the app — which one, the store you bought it from (Apple or Google), and the store’s order or transaction number. | So the experience stays unlocked on every device you sign in on, and so a refund can be matched to its purchase. Only if you buy one. |
| Usage statistics via Google Analytics for Firebase — events such as opening an experience, finishing a card, or redeeming a code, with the experience and venue involved, plus device and app version, and the country and town Google infers from your connection’s IP address (never your device’s location). | To understand which experiences work and where people get stuck. Tied to a random app instance identifier, not to your name. |
| Crash reports via Firebase Crashlytics, on the iOS and Android apps only — never on the website. | So a crash can be found and fixed. |
What we deliberately do not collect
- Your device’s location. It is never sent to us or stored. Being at a venue is proven by the code on the sign, not by tracking you.
- Camera images. The camera is used only to read a QR code. The picture is processed on your device and is never uploaded or stored.
- Payment details. We never see or store card or bank details. When you buy a ticket for a paid event, you pay the venue through Mollie (see below). When you buy an experience in the app, you pay Apple or Google, who tell us only that the purchase is real.
- Advertising identifiers. There is no advertising in Exploreum and no ad tracking.
What stays on your device
Your language and theme choices are stored locally. If you switch on biometric sign-in, your sign-in details are kept in your device's own secure storage (Keychain on iOS, Keystore on Android) so your fingerprint or face can unlock them. They stay on the device and are never sent to us.
If you tap "Near you" and allow it, the app reads your approximate position (town-level, never precise GPS) to sort nearby experiences. It is read only while the app is open, used on the device, and never uploaded or recorded. You can withdraw the permission in your device settings at any time.
Who else sees it
- Google. Exploreum runs on Google Firebase, which stores the data and provides analytics and crash reporting on our behalf.
- Mollie. Paid event tickets are paid to the venue through Mollie B.V., a licensed payment service. Mollie handles your payment details under its own privacy policy; we only learn whether the payment went through and the amount.
- Twilio SendGrid. When you take a ticket, we email it to you (with its QR code), and we email you again if the event is cancelled or moved, or a ticket refunded. Twilio Inc. (SendGrid) sends those emails for us; it receives your email address and the message, nothing else. Replies go to the venue.
- Partner venues. A venue can see how many people unlocked and finished their experience, and can read the ratings and comments left on it, together with the time and language. They never see your email address. If you take a ticket for one of their events, they see the name you gave for the entrance, your ticket code, and when you were checked in.
We do not sell your data, and we do not share it for advertising.
How long we keep it
Your account and its contents are kept until you delete them. Usage statistics are retained by Google Analytics for up to 14 months. Backups of the database are kept for 7 days.
Deleting your data
Open Profile in the app and choose Delete account. This erases your account, the experiences you unlocked, your progress, and any ratings you left. Event tickets you held stay in the venue's head count, and paid bookings in its accounts, but your name and account are removed from them. It takes effect immediately and cannot be undone — unlocks earned at a venue would need to be redeemed again with the code.
The steps, and how to ask by email instead, are on the account deletion page.
You can also write to us and ask, and you have the right to request a copy of your data, to have it corrected, or to object to how we use it.
Changes
If this policy changes in a way that matters, the date at the top changes with it, and material changes will be announced in the app.