YOUR INFORMATION

Support privacy notice

When you use our support chat, we collect your message, email address and full name so our team can respond.

Your conversation

Your draft stays in this browser tab while you complete the steps. We send your details to our server only after you submit your name. Closing the chat keeps your conversation available in the same tab. Browser session storage expires when the tab is closed; saved chats are discarded after eight hours when reopened. Starting a new conversation clears the previous chat from this tab.

How we use your details

We store completed requests in our support database and send a notification to our team through Amazon Simple Email Service. The notification includes your name, email, message, the site name and the time of submission. Please do not include passwords, payment-card details or other sensitive information in your message.

We also add eligible contacts to our email list for follow-up study information. Existing unsubscribe and suppression preferences are respected. You can unsubscribe using the link in any study email or manage your email preferences in your account. This does not prevent us from replying to your support request.

Security and service providers

Cloudflare delivers the website, our server provider hosts the support database, and Amazon SES delivers email notifications. The support endpoint uses encrypted connections, validates submissions and limits repeated requests. We use a keyed hash of your network address for temporary abuse prevention. We do not include your personal information in page URLs.

Questions or deletion requests

Contact our team through the chat to ask about a support request, update your details or request deletion. Include your request reference if you have one. Support records and email subscription preferences are managed separately.

Last updated: 13 September 2026