Support Policy

Effective date: July 17, 2026

Contact

Email admin@picodegallo.io. Include the account email or username, a concise description, what you expected, and any non-sensitive screenshot or error message.

What to expect

Support is handled by people. We generally aim to respond within two business days, but this is a target rather than a guaranteed service level unless a separate agreement says otherwise. Complex recovery, billing, legal, or institutional questions may take longer.

Privacy during support

We will not ask for your password or complete payment-card number. If file access is needed to resolve a request, we will explain why and limit access to what is reasonably necessary. Avoid sending sensitive files by email unless specifically arranged.

Security reports

Use the subject line “Security report” and provide steps to reproduce without accessing other people’s data. Do not publicly disclose a vulnerability before we have had a reasonable opportunity to investigate.

Billing and cancellation

We will provide straightforward help with charges, payment failures, cancellation, reactivation, and the six-month recovery period. Cancellation will not require a sales call.

Schools and organizations

Schools, academies, churches, and youth-serving organizations should contact us before storing student personal information or enabling access for minors. A separate institutional agreement and privacy review are required.

Emergencies

Assets support is not an emergency service. Contact local emergency services for immediate threats to life or safety.