Support

1. How to reach us

Write to hello@tryq.io. This is the single support channel for all of our applications, games, websites and services, and it is handled by Uğur Berk Ergün, a sole proprietor registered in Türkiye and operating under the trade name "TRYQ".

• We answer in English and Turkish.
• We aim to reply within two to three business days (Monday to Friday, Istanbul time, excluding public holidays in Türkiye). Busy periods and major platform releases can take longer. This is a target, not a guaranteed response time or service level.
• Support is provided as a courtesy, at our discretion, during the period we continue to operate the product in question.
• We do not provide support by telephone, direct message on social media, or through app-store review replies. Requests sent through those channels may not be seen or answered.

2. What to include in your message

The more of this you send in the first email, the faster we can help:

• the name of the app or game and its version number (usually shown in Settings or About);
• your device model and operating-system version (for example iPhone 14, iOS 18.2);
• what you expected to happen and what actually happened;
• the exact steps that produce the problem, and whether it happens every time;
• the date and approximate time it occurred;
• a screenshot or screen recording, where that helps;
• for purchase problems, the transaction or order ID from your Apple or Google receipt email, and the store country of your account.

Never send us passwords, full payment card numbers, card security codes, one-time codes, or images of identity documents. We will never ask you for your password, and we may delete any message containing such data without acting on it. Anything you send us is handled as described in the Privacy Policy.

3. Purchases, subscriptions and refunds

Payments for in-app purchases and subscriptions are processed by Apple or Google, not by us. We never see or store your card details, and we have no technical ability to charge, refund, reverse or cancel a store transaction.

• Manage or cancel a subscription: Apple subscriptions or Google Play subscriptions. Deleting an app does not cancel its subscription — cancel it in the store, at least 24 hours before the renewal date.
• Request a refund: Apple — reportaproblem.apple.com or Google Play refund request. Refund decisions are made by the platform, under its own policy and at its sole discretion.
• Was the purchase not delivered? First try "Restore purchases" in the app (section 4). If an entitlement you paid for is genuinely missing, write to us with the transaction ID and we will investigate.
• Unexpected charge? Check which store account was charged and whether a family member or another device used it; store receipts are emailed by Apple or Google and list the product and date.

Except where mandatory consumer law requires otherwise, purchases are final and we are under no obligation to provide refunds, credits or compensation. See section 5 of the Terms of Use.

4. Restoring purchases

• Open the app, go to its settings or paywall screen and choose Restore purchases.
• Make sure you are signed in to the same Apple ID or Google account that made the original purchase. Purchases are tied to the store account, not to your email address or to a device.
• Purchases cannot be transferred between platforms: something bought on iOS cannot be restored on Android, or vice versa.
• Consumable items (coins, hints, single-use boosts) are used up when consumed and cannot be restored.

5. Lost progress, items or content

In most of our games and apps, progress, settings and in-game currency are stored on your device, not on our servers. Before contacting us, please check:

• that you are signed in to the same store account and, where the product offers it, the same cloud save (iCloud, Google Play Games or an in-app account);
• that cloud save or backup was actually enabled before the data was lost;
• whether the device was reset, the app reinstalled, storage cleared, or the app moved to a different device or store region.

We cannot guarantee the recovery of lost progress, virtual items, photos or other content. Data that existed only on a device and was not backed up generally cannot be restored by us, and we have no obligation to recreate, compensate or restore it. Keep your own backups of anything important to you.

6. Account deletion, data access and privacy requests

• Any app that lets you create an account also lets you delete it from inside the app, usually under Settings → Account → Delete account.
• You can also email hello@tryq.io with the subject "Account deletion" or "Data request", naming the product and the account identifier (for example the email address or sign-in method you used).
• We may ask for reasonable information to verify that the request comes from the account holder, so that we do not disclose or delete someone else's data.
• We respond within the deadlines the law sets — 30 days under Türkiye's Law No. 6698 (KVKK) and one month under the GDPR, extendable where the law allows.
• Deleting your account does not cancel an App Store or Google Play subscription. Cancel that separately (section 3).

What is collected, why, how long it is kept and which rights you have are set out in full in the Privacy Policy.

7. Bug reports and feature requests

Bug reports are welcome and genuinely useful — please include the detail listed in section 2, which is usually what decides whether a problem can be reproduced and fixed.

Feature requests and other suggestions are also welcome, but please note: we cannot promise that any feature, fix or change will be implemented, or give any timeline for it. Anything you send us as feedback is treated as non-confidential and may be used without compensation, credit or any obligation to you, as set out in section 10 of the Terms of Use. Please do not send us ideas, business proposals or materials that you consider confidential or wish to keep exclusive.

8. Reporting content, copyright infringement or abuse

To report content shared through one of our products, email hello@tryq.io with the subject "Content report" and include:

• the product name, and a link, join code, username or screenshot identifying the content precisely;
• what is wrong with it, and the right or rule you believe it breaches;
• your name and contact details;
• for an intellectual-property claim: identification of the protected work, evidence of your rights or authority to act, a statement that you believe in good faith that the use is not authorised, and a statement that the information in your report is accurate;
• for content showing you without your consent: enough detail for us to locate it.

We review reports and may remove content, restrict access or suspend accounts at our sole discretion. Submitting a report does not oblige us to take any particular action or to act within any particular period, and we may decline reports that are incomplete, abusive or knowingly false. Reporting to us does not replace any legal remedy you may have against the person who posted the content.

9. Security vulnerability reports

If you believe you have found a security or privacy vulnerability, email hello@tryq.io with the subject "Security" and a clear description plus the steps to reproduce it. We take these seriously and will acknowledge genuine reports.

• Please give us a reasonable opportunity to fix the issue before disclosing it publicly.
• While testing, do not access, modify or delete data belonging to other people; do not degrade or interrupt the service, including through denial-of-service or load testing; do not use social engineering, phishing or physical intrusion; and do not use automated scanners against our production systems.
• We do not operate a bug-bounty programme. Reports are voluntary and unpaid, and submitting one creates no entitlement to a reward, to recognition or to any other compensation.
• Testing that exceeds the boundaries above is not authorised by us, and nothing on this page grants permission to breach the Terms of Use or applicable law.

10. What support does not cover

Support is limited to our own products and to problems we are actually able to influence. We cannot help with, and accept no responsibility for:

• device hardware faults, operating-system problems, storage or battery issues, network, Wi-Fi or carrier problems;
• Apple ID or Google account problems, including sign-in and recovery, payment methods, family-sharing settings, store region changes and refund decisions — these are handled by Apple or Google;
• third-party apps, services, SDKs, advertisements or websites, including anything you reach through a link or advertisement in one of our products;
• modified, jailbroken or rooted devices, emulators, beta operating systems, or applications obtained outside the official App Store or Google Play;
• use of a product in a way that breaches the Terms of Use, including cheats, automation, modified clients and circumvention of restrictions;
• recovery of data you did not back up, or of progress, items or content lost as described in section 5;
• professional advice of any kind — our products, including AI-generated output, do not provide medical, legal, financial or other professional advice, and must not be relied on as such;
• features, products, servers or games that we have discontinued, and versions of an app that are no longer supported.

Nothing on this page extends our warranties or obligations. Support is provided at our discretion and does not create any service level, guarantee or liability. The disclaimers and limitations of liability in sections 14 and 15 of the Terms of Use apply in full to support, including to anything we tell you in the course of it.

11. Accessibility

We aim to meet WCAG 2.2 level AA on our websites and to keep our applications usable with the accessibility features of the platform. If something blocks you — unreadable contrast, a control that a screen reader cannot reach, text that will not scale — write to hello@tryq.io with the subject "Accessibility" and tell us where the barrier is. We treat these reports as a priority, although we cannot commit to a fix or a timeline for every report.

12. Legal documents and contact

• Terms of Use — the agreement that governs your use of our products.
• Privacy Policy — what data we handle, why, for how long, and your rights.

Contact: Uğur Berk Ergün, Türkiye — hello@tryq.io