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JOY
Support Policy
Effective: June 27, 2026 · Joy Health Technologies LLC
JOY is a small, founder-operated team. We are committed to providing personal, thoughtful support to every user — seniors and caregivers alike. This policy explains how to reach us, what we can help with, and what to expect.
1. How to Contact Support
Email (primary): joy@joyhealthtechnologies.com
This is the best and only way to reach us. We respond to all emails personally — no bots, no auto-replies for content questions.
2. Response Times
| Request Type | Target Response Time |
|---|
| General questions and how-to help | Within 5 business days |
| Technical bugs (app not working, login issues) | Within 3 business days |
| Account or data issues | Within 3 business days |
| Account deletion requests | Receipt confirmed within 5 business days; deletion complete within 30 days |
| Data deletion / data access requests | Within 30 days (per legal requirement) |
| Security vulnerability reports | Within 48 hours |
| DMCA takedown notices | Within 10 business days |
Response times are best-effort. We are a small team and response times may be longer during holidays or periods of high volume.
3. What We Can Help With
- Help using the app (how to upload a memory, how to record a voice message, etc.)
- Login and account access issues
- Connecting caregiver and senior accounts
- Notification not arriving or arriving incorrectly
- Technical bugs or crashes
- Understanding app features (Memory Exercises toggle, group photos, etc.)
- Privacy and data questions
- Account deletion and data removal
- Subscription and billing questions (we will direct you to Apple/Google for actual billing actions)
- Accessibility accommodations
- Feedback and feature requests
4. What We Cannot Help With
- Medical advice: JOY is not a medical service. We cannot advise on health conditions, medications, or clinical decisions. Please consult a qualified healthcare professional.
- Emergency situations: If someone is in danger, call 911. JOY is not a crisis or emergency service.
- Billing refunds (directly): All subscription purchases are processed by Apple or Google. We cannot issue refunds — contact the relevant app store.
- Third-party apps or devices: We cannot troubleshoot issues with iPhones, Android devices, Firebase outages, or internet connectivity.
5. Billing and Subscription Support
JOY does not process payment information directly. For subscription issues:
6. Tips for Faster Support
When contacting us, please include:
- Your account email address
- Whether you are a senior user, caregiver, or Memory Companion
- Your device (iPhone model / Android model) and iOS/Android version
- A clear description of the issue and what you were doing when it happened
- A screenshot if possible
7. Feedback and Feature Requests
We love hearing from users about what's working and what could be better. Email us any time at joy@joyhealthtechnologies.com — your feedback directly influences the app roadmap. JOY is built for families like yours and your input matters.