Valencia Self Guided Audio Tour

Fatal, the instructions on the app said you had to go to a place to redeem the tickets. We went there and it was a park where there was nothing to ask. I typed in the chat and it kept giving me errors all the time. I called the Spanish line and they only answered in English. I wrote an email and they told me that I did not have to redeem them anywhere, but just scan the qr code that appeared, when at no time did it say anything like that. As I could not redeem them I asked them to change them to another day and they refused. And they didn't give me my money back either. 10€ thrown away for wrongly explaining the redemption process.