Support Policy

Contacting support

To contact support, email the support address shown at the end of this policy, which also shows the operator mailing address. Self-service workspace export and account deletion remain available in Account settings.

When contacting support, include the email on the account, a concise description, what you expected, what happened, and the approximate date and time. Screenshots and browser or operating-system details can help. Never send your password, complete payment credentials, recovery tokens, or private manuscript text.

Support scope

• Sign-in, email verification, linked-account, and password-reset problems.
• Workspace synchronization, export, deletion, and suspected data-integrity problems.
• Subscription status, checkout, cancellation, duplicate charges, and refund requests.
• Confirmed defects in currently supported Pulse for Writers features.
• Security and privacy questions or requests.

Response targets

Support is monitored on business days, excluding public holidays. We aim to acknowledge billing, account-access, privacy, and security requests within 1 business day and general requests within 2 business days. These are targets, not guaranteed service levels. Complex investigations and third-party provider cases may take longer.

For an immediate threat to personal safety, contact local emergency services. For an active payment-card concern, also contact your payment provider or financial institution.

Identity checks and account changes

To protect accounts, support may require verification through the account email, a recent sign-in, provider information, or other proportionate evidence. Support will not ask for your password or full payment credentials.

Authorized support staff may correct profile information, grant or remove a manual service entitlement when no live provider subscription exists, and revoke account sessions. Sensitive support changes require a substantive reason and are recorded in an audit trail. Support cannot use a manual entitlement to charge, refund, or cancel a paid subscription.

Billing questions

Paddle is the merchant of record: it processes payments, taxes, invoices and refunds. For billing, receipt or refund questions, email support@pulseforwriters.com or use the order management link in your Paddle receipt or at paddle.net. We will look at your Pulse for Writers records and work with Paddle where we can. Refund and cancellation rules are set out in the Refund and Cancellation Policy.

• Paddle order management (paddle.net) (opens in a new tab)

Service incidents

During a widespread incident, restoration and data protection take priority over individual replies. We may consolidate duplicate reports and provide a shared status update. Keep an independent export of writing you cannot afford to lose.

Limits and conduct

Support does not include writing critique, device repair, custom development, legal or tax advice, or administration of third-party accounts. We may limit abusive, threatening, repetitive, fraudulent, or unrelated contacts while preserving access to legally required support channels.

Escalation and feedback

If a response does not resolve the issue, reply with the original case details and ask for escalation. Privacy complaints may also be made to the data-protection authority that applies where you live. Product feedback is welcome but does not create an obligation to build a requested feature.