Draft for review. Seller/contact details and effective date must be completed before publication or paid launch.

SPINE · LEGAL & PRODUCT GOVERNANCE

Contact, support and legal notices

Version 2026-10-31-draft-2Effective date: [Effective date — to be completed]

Use the appropriate channel for a product issue, subscription question, privacy request or formal notice. The supplier/contact fields are intentionally left for the final launch step.

1. Product and technical support

For activation, device replacement, compatibility or a calculation/workflow issue, contact [email protected]. Include the subscription email, SPINE version, tool name, operating-system and Host Application versions, model state, steps taken, expected result and observed result. Where relevant, identify units, selected cases/combinations and whether the source model changed after analysis.

Send a minimal reproducible example only when requested or agreed. Remove confidential project information and third-party personal data. Do not send credentials, API keys or payment-card information. Support is not engineering consultancy or certification, and a technical reply does not approve a design for construction.

2. Billing and cancellation

Manage payment methods, available subscription options, invoices and cancellation through My subscription and the authenticated Paddle billing portal when paid billing is available. Use Paddle buyer support for payment/order questions. Include the order reference rather than card details. The billing policy explains cancellation and refunds.

3. Privacy and security

Identify privacy requests as such and include only information needed to locate the account. For a suspected security issue, provide a concise description and affected version without publicly posting exploitable details or another customer's data. Acknowledge that identity checks may be needed before disclosing account information or making a device change.

4. Formal notices and supplier particulars

Identify a contractual notice clearly, state the affected account/order and explain the requested response. The final seller identity, public contact address and support channel below must be completed before launch. No response-time SLA, professional checking engagement or emergency-response service is created by this page.

Software supplier: [Seller legal name — to be completed]
Support email: [email protected]
Contact address: [Public contact address — to be completed]