Support Policy

1. Human support

Customer support is not handled by AI chatbots. Every support email is read and considered by a real person.

Founder Safety Kit is human-led, AI-assisted, and human-approved. AI tools may support drafting, editing, research organization, formatting, and production workflow, but final product decisions are made by a human publisher.

AI is not used to process customer worksheets, passwords, API keys, incident notes, vendor inventories, access records, completed records, or private business records.

2. What support includes

Founder Safety Kit support is intended for practical product and purchase support. This may include:

• Download problems.
• Expired link questions.
• Receipt or license verification.
• Broken or corrupted files.
• Product access issues.
• Typo or correction reports.
• General product questions.

3. What support does not include

Founder Safety Kit does not provide legal, tax, financial, insurance, cybersecurity, compliance, or incident-response advice.

We do not complete worksheets for customers, review private business records, audit customer documents, certify customer practices, provide personalized security review, or provide formal incident-response support.

Founder Safety Kit may answer general product questions, but we may refuse or limit requests that would require professional advice. Customers should consult qualified professionals for advice specific to their business.

4. Response times

We aim to respond within 3 business days, but response times may vary depending on volume, weekends, holidays, and the nature of the request.

Some issues may require additional verification, such as confirming a Paddle receipt, checking license tier, reviewing download/access records, or investigating suspected misuse or abuse.

5. What to include in a support request

To help us review your request, include only information directly related to your purchase, download, receipt, license tier, or product access issue.

Helpful support details may include:

• The email address used at checkout.
• Your Paddle receipt or order reference.
• The license tier purchased.
• A short description of the issue.
• The file name or download link issue, if relevant.
• Any non-sensitive error message you received.

6. What not to send

Do not send sensitive business or security information to Founder Safety Kit support.

Do not send:

• Passwords.
• API keys.
• MFA recovery codes.
• Private keys or seed phrases.
• Full payment card data.
• Customer records.
• Sensitive incident evidence.
• Confidential vendor contracts.
• Completed worksheets with private business records.
• Private operational records not directly needed for purchase support.

Founder Safety Kit does not collect, host, review, verify, protect, or control completed customer files stored in the customer’s own systems.

7. Download links and replacement access

Founder Safety Kit is delivered through private expiring download links after purchase. Download access depends on the license tier purchased:

If your download link expires or you reach the download limit, contact support with your Paddle receipt. Founder Safety Kit may issue a replacement link after verifying the purchase, license type, and download/access records.

Replacement links are provided at our discretion and may be limited or refused if misuse, abuse, excessive requests, suspicious activity, fraud, chargeback abuse, or license violations are suspected.

8. Refund support

Because Founder Safety Kit is a digital product, refunds may be limited once files are accessed or downloaded, except where required by law or Paddle policy.

If you purchased Founder Safety Kit by mistake and have not accessed or downloaded the product files, you may contact support to request a refund. Refund eligibility may be checked against Paddle transaction records and Founder Safety Kit download/access records before any refund is approved.

Refund requests, chargebacks, fraud checks, and payment disputes may also be subject to Paddle’s processes and policies.

9. File corrections and product issues

Founder Safety Kit may correct errors, typos, broken links, outdated references, formatting issues, broken files, or other product issues at its discretion.

Minor corrections, typo fixes, formatting fixes, broken-file corrections, or other same-version updates may be provided at Founder Safety Kit’s discretion. They are not guaranteed forever unless explicitly stated.

Major future versions, new editions, expanded kits, separate products, and future services may be sold separately unless Founder Safety Kit explicitly states otherwise.

10. Abuse, misuse, and license issues

Founder Safety Kit may refuse, suspend, block, or limit future purchases, downloads, replacement links, or support access if we believe a customer has misused the product, violated the license, abused download access, attempted fraud, engaged in chargeback abuse, harassed support, misused support, or acted in bad faith.

License, misuse, takedown, unauthorized distribution, leaked copy, resale, or public posting reports should be sent to:legal@foundersafetykit.com.

If you receive, find, or are offered Founder Safety Kit materials from any source other than your authorized purchase download link or an approved replacement link, please report it tolegal@foundersafetykit.com. Do not send passwords, secrets, private business records, or sensitive customer information with your report.

11. Policy updates

Founder Safety Kit may update this Support Policy as the product, delivery system, support process, legal requirements, or business structure changes.

If support scope or related policies are reviewed or changed, Founder Safety Kit will update the relevant policy pages.