Support and Requests

1. Unified contact details

The operator and recipient of requests is Товарищество с ограниченной ответственностью "Цедра Груп", БИН 230140044071. Address: Kazakhstan, Almaty city, Bostandyk district, Radostovets Street, building 189, apartment 37, postal code 050060. Email: [email protected]. Telephone: +7 706 645 56 37. A request may be sent by email or post; telephone is suitable for confirming the right channel, but a request requiring verifiable content should also be provided in writing.

2. Technical support

For a technical error, provide the app language and version, device model, operating-system version, time, screen, steps taken, expected result, and actual result. A screenshot may be attached after removing unnecessary personal data. Support may request safe diagnostic details and suggest an update, sign-in, purchase restoration, or another check.

3. Consumer complaints

Mark a consumer complaint in the subject, describe the service, event date, requested remedy, and attach available evidence without complete payment credentials. The company will register the request and provide a written response within 10 calendar days after receipt. That commitment is not replaced by notice of an estimated revised response date.

4. Privacy requests

The unified contact details may be used to request access, a copy, correction, restriction, objection, portability, consent withdrawal, or deletion, and to ask about providers, cross-border processing, or an incident. After necessary verification, the company will complete the privacy request or explain a lawful refusal within 30 calendar days or a shorter period required by applicable law.

5. Identity verification

To protect data, the company performs a reasonable check of identity and connection to the account. Writing from the linked email and supplying limited account or request information will usually be sufficient. The company does not request excessive data and asks for a document only when a less sensitive method is inadequate; unnecessary copies are not retained after verification without a lawful need.

6. Account deletion

After a verified request, account-linked personal data will within 30 days be deleted or irreversibly anonymized. The only lawful exceptions are records that must be retained for law, accounting, security, fraud prevention, or an unresolved dispute.

7. Marketing withdrawal

Use “Marketing withdrawal” as the request subject and identify the account and channels to stop. The company will record the withdrawal and stop future marketing sends within a maximum of 10 working days. A message already prepared may arrive before the change applies; transactional, security, and necessary Service messages are not marketing.

8. Guardian requests

A parent or other legal guardian of a minor may request access, correction, cessation of leaderboard or marketing participation, consent withdrawal, or deletion. Identify the user, describe the request, and establish authority in a manner proportionate to the request. The company considers the child’s age, interests, and stricter rules in the user’s country.

9. Subscription management

Apple displays the period, price, and entitlement. Manage or cancel a subscription, stop future renewal, or check the plan in the Apple account: open Apple subscription management. If an active entitlement does not appear in Тестмейт, sign into the correct Apple and Тестмейт accounts and use Restore Purchases, then report the date and product to support without complete payment details.

10. Apple refunds

Request an App Store refund from Apple, which decides under its rules and mandatory applicable law: open Apple billing and refund support. Тестмейт can check access status or provide technical context, but does not manage the Apple payment method or guarantee a refund decision.

11. Security reports

Mark a report of a possible security vulnerability, data exposure, account takeover, or abuse as “Security.” Describe the affected function, observed behavior, time, and safe reproduction steps. Do not retrieve other users’ data, disrupt the Service, or publish details before a reasonable opportunity to remediate. Contact a competent emergency service for an immediate danger.

12. Intellectual-property complaints

A rights holder or representative may report infringement of copyright, trademark, or another right. Identify the right, specific material and its location, basis of the claim, requested action, contact details, and proof of authority. The company will acknowledge receipt within 5 working days and may then request clarification, restrict, correct, or remove material with regard to law and the parties’ rights.

13. Response periods

• consumer complaint — a written response within 10 calendar days;
• privacy request — completion or a reasoned response within 30 calendar days or a shorter period required by applicable law;
• account deletion — deletion or irreversible anonymization within 30 days after a verified request, subject to lawful exceptions;
• marketing withdrawal — future marketing sends stop within a maximum of 10 working days;
• intellectual-property complaint — acknowledgment of receipt within 5 working days.

The company responds to other requests within a reasonable time having regard to complexity and urgency. A period begins when the request is received; if identity verification is needed to protect data, performance of the protected action begins after reasonably sufficient verification.

14. Escalation

If the response does not resolve the matter, send a follow-up with “Escalation” in the subject, the number or date of the original request, and the specific disagreement. This does not restrict the right to contact a data-protection authority, consumer-protection authority, another competent authority, or a court. Mandatory rights and periods in the user’s country remain available.