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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 — Primary Members and Family Members 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 Family Member and Primary Member accounts
- Notification not arriving or arriving incorrectly
- Technical bugs or crashes
- Understanding app features (group photos, voice messages, etc.)
- Privacy and data questions
- Account deletion and data removal
- 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.
- Third-party apps or devices: We cannot troubleshoot issues with iPhones, Android devices, Firebase outages, or internet connectivity.
5. Payment and Billing
JOY is free to use. There are no subscriptions, no Premium tier and no in-app purchases, so there is nothing to bill, cancel or refund, and we do not process payment information at all.
If you are ever charged for JOY, the charge did not come from us — email joy@joyhealthtechnologies.com and we will help you look into it.
6. Tips for Faster Support
When contacting us, please include:
- Your account email address
- Whether you are a Primary Member, Family Member, 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.