Email us
We reply by email. Include the relevant details so we can help with your question.
We reply within one business day.
Practical help from a person
Questions about a session, a report, an account or billing go to one place, and a person answers.
What to include
- The parent email on the account
- The student’s first name and the paper title
- What happened, and roughly when
- The device and browser, if a session had a problem
Please don’t paste the paper or the transcript into an email.
Common questions
A session dropped or the audio failed
A session that fails for technical reasons is credited back automatically and never produces a score. Start a new session when you are ready. If it happens again, email us with the device and browser so we can look into it.
The report looks wrong
Every quote in a report comes from the session transcript. If something was misunderstood, tell us which row, and the student can always practice that gap and explain it again.
Who sees the report?
The student and the parent on the account. Nothing goes to a school unless you share it.
Billing and cancellation
Family is billed monthly and you can cancel anytime. Full cancellation and refund terms are published before checkout opens. During the pilot there is nothing to buy.
Deleting data
For family practice sessions, our planned schedule is: audio deleted after 7 days, papers and full transcripts after 30 days, and reports kept until you delete them. You will be able to delete a report or your account yourself; until then, email us and we will handle it.