Complaints & Support Policy
This policy explains how customers, users and data subjects may submit service, billing, privacy, security or support concerns to HITCHNOVA.
Support Channel
Until dedicated domain addresses and ticketing channels are activated and tested, support and complaints may be submitted to hitchnova.official@gmail.com.
Information to Include
Include your name, company where relevant, contact information, project or service reference if available, a concise description, relevant dates and supporting screenshots or transaction references. Do not send passwords, API keys, recovery codes or other secrets by ordinary email.
Triage and Priority
HITCHNOVA should record material complaints and triage them according to urgency, legal requirements and operational impact. Security incidents, suspected account compromise and privacy incidents should receive priority escalation.
Technical Support Scope
Support covers the services and scope agreed for the client project. Unsupported third-party changes, client-side modifications, expired provider accounts or new features outside scope may require separate work or a revised quotation.
Privacy Requests
Requests concerning access, correction, deletion or other personal-data rights should be clearly marked as privacy requests. Reasonable identity verification may be required.
Security Reports
Suspected vulnerabilities, credential exposure, cross-client access or unauthorised activity should be reported promptly and must not be exploited beyond what is necessary to demonstrate the issue safely.
Escalation
Material unresolved complaints should be escalated to an authorised HITCHNOVA decision-maker. AI agents may assist with intake or summarisation but must not independently issue final decisions on material disputes, refunds, legal rights or security incidents.
Contact
Questions may be sent to hitchnova.official@gmail.com until dedicated domain addresses are activated and tested.
Versioning
Version: 1.0. Effective date: 19 September 2026.