App Support Center

1. How to Get Support

2. Before Contacting Support

To help us resolve your issue quickly, please ensure you have the following information ready:

2.1 Device Information

• Device Model: (e.g., iPhone 15 Pro, Samsung Galaxy S24)
• Operating System: (e.g., iOS 17.5, Android 14)
• App Version: (found in Settings > About or App Info)

2.2 Issue Description

• What happened? Provide a clear, detailed description of the issue.
• When did it occur? Date and time of the issue.
• Steps to reproduce: What actions led to the issue?
• Error messages: Include any error codes or messages displayed.
• Screenshots: Attach screenshots or screen recordings if possible.

2.3 Troubleshooting Steps Already Taken

Let us know if you've already tried any of the following troubleshooting steps:

• Restarting the app
• Restarting your device
• Checking for app updates in the App Store or Google Play Store
• Reinstalling the app
• Checking your internet connection

3. Common Issues and Quick Fixes

3.1 App Crashes or Freezes

Possible Causes: Outdated app version, insufficient device storage, corrupted cache.

Solutions:

• Update the app to the latest version via your app store.
• Clear the app cache (Settings > Apps > [App Name] > Clear Cache).
• Free up device storage by deleting unused apps or files.
• Restart your device.
• If the issue persists, uninstall and reinstall the app.

3.2 Login or Authentication Issues

Possible Causes: Incorrect credentials, expired session, network issues.

Solutions:

• Verify that you are entering the correct email address and password.
• Use the "Forgot Password" feature to reset your password.
• Check your internet connection (Wi-Fi or mobile data).
• Ensure that your device's date and time settings are correct (Settings > Date & Time > Set Automatically).
• Disable VPN or proxy services temporarily to test.

3.3 App Not Loading or Stuck on Splash Screen

Possible Causes: Network connectivity issues, server downtime, corrupted installation.

Solutions:

• Check your internet connection and switch between Wi-Fi and mobile data.
• Force close the app and reopen it.
• Check our status page (if available) for any ongoing server maintenance or outages.
• Reinstall the app from your app store.

3.4 Features Not Working as Expected

Possible Causes: Permissions not granted, outdated app version, device compatibility issues.

Solutions:

• Verify that the app has the necessary permissions (Settings > Apps > [App Name] > Permissions). Grant permissions for camera, location, storage, etc., as needed.
• Update the app to the latest version.
• Check the app's minimum system requirements (iOS 14+ or Android 9+).
• Restart the app or your device.

3.5 Subscription or Payment Issues

Possible Causes: Payment method declined, subscription not recognized, billing errors.

Solutions:

• Verify that your payment method is valid and up-to-date in your Apple ID or Google Play account settings.
• Check your purchase history in the App Store or Google Play Store to confirm the subscription status.
• Restore purchases within the app (Settings > Account > Restore Purchases).
• Contact Apple Support or Google Play Support for billing issues related to your account.
• If the issue persists, contact us at billing@cavorapartners.com with your receipt or transaction ID.

3.6 Data Sync Issues

Possible Causes: Poor internet connection, server sync delays, account conflicts.

Solutions:

• Ensure you are connected to a stable internet connection.
• Force a manual sync by pulling down to refresh or navigating to Settings > Sync Now.
• Log out and log back in to refresh your account session.
• Check if you are logged into the correct account.

4. Supported Platforms and Requirements

4.1 iOS Requirements

• Minimum iOS Version: iOS 14.0 or later
• Compatible Devices: iPhone 8 and newer, iPad (5th generation) and newer, iPod touch (7th generation)
• Storage: At least 100 MB of free space
• Internet: Wi-Fi or cellular data connection required

4.2 Android Requirements

• Minimum Android Version: Android 9.0 (Pie) or later
• Compatible Devices: Smartphones and tablets with ARMv7 or ARM64 processor
• Storage: At least 100 MB of free space
• Internet: Wi-Fi or mobile data connection required

4.3 Unsupported Devices

The app may not function properly on rooted (Android) or jailbroken (iOS) devices. We do not provide support for modified devices due to security and stability concerns.

5. Reporting Bugs and Security Issues

5.1 Bug Reports

If you encounter a bug, crash, or unexpected behavior, please report it to us with the following information:

• Detailed description of the bug
• Steps to reproduce the issue
• Device model and operating system version
• App version
• Screenshots or screen recordings (if applicable)
• Crash logs (if available)

Email: bugs@cavorapartners.com

5.2 Security Vulnerabilities

If you discover a security vulnerability or potential exploit in the app, please report it responsibly to our security team. We take security seriously and appreciate responsible disclosure.

Email: security@cavorapartners.com

Please do not publicly disclose security vulnerabilities until we have had an opportunity to investigate and address the issue. We will acknowledge receipt of your report within a reasonable timeframe and provide updates on our progress.

Vulnerability Prioritization: Security vulnerabilities are prioritized by severity based on our internal risk assessment framework. We address issues based on risk level, potential impact, and available resources. CAVORA PARTNERS does not commit to fixed remediation timelines but endeavors to address critical vulnerabilities with appropriate urgency.

6. Feature Requests and Feedback

We value your feedback and are always looking to improve our apps. If you have suggestions for new features, improvements, or general feedback, we'd love to hear from you!

6.1 How to Submit Feedback

• Email: feedback@cavorapartners.com
• In-App: Navigate to Settings > Help & Support > Send Feedback
• App Store Reviews: Leave a review on the App Store or Google Play Store (we read all reviews!)

6.2 Feature Request Process

When submitting a feature request, please include:

• A clear description of the feature you'd like to see
• The problem it would solve or the benefit it would provide
• Any examples or references from other apps (if applicable)

While we cannot guarantee that all feature requests will be implemented, we carefully review all submissions and prioritize features based on user demand, technical feasibility, and alignment with our product roadmap.

7. Account Management and Data Requests

7.1 Account Deletion

If you wish to permanently delete your account and all associated data, you can do so by:

• In-App: Navigate to Settings > Account > Delete Account
• Email: Send a request to legal@cavorapartners.com with the subject line "Account Deletion Request"

Important: Account deletion is permanent and cannot be undone. Account data will be deleted within a reasonable timeframe following your request. Certain data may be retained beyond this period where required by statutory retention obligations (e.g., financial records per Swiss OR Art. 958f for up to 10 years, tax records per applicable law). Active subscriptions will be canceled, but you will not receive a refund for any unused subscription period.

7.2 Data Export (Data Portability)

You have the right to request a copy of your personal data in a machine-readable format. To request a data export:

• In-App: Navigate to Settings > Privacy > Export My Data
• Email: Send a request to legal@cavorapartners.com with the subject line "Data Export Request"

We will provide your data in JSON or CSV format within a reasonable timeframe in accordance with applicable data protection laws (GDPR, nDSG).

7.3 Data Correction or Deletion

If you believe any of your personal data is inaccurate or incomplete, or if you wish to request deletion of specific data, please contact us at legal@cavorapartners.com. We will respond to your request within a reasonable timeframe in accordance with applicable data protection laws (GDPR, nDSG/FADP, CCPA).

8. Refunds and Subscription Cancellations

8.1 Refund Policy

All purchases made through the App Store (iOS) or Google Play Store (Android) are subject to the refund policies of Apple and Google, respectively. CAVORA PARTNERS does not process refunds directly.

To request a refund:

• iOS Users: Visit Apple Support - Request a Refund
• Android Users: Visit Google Play Support - Request a Refund

Refund eligibility is determined by Apple or Google based on their respective policies. If you have questions about a specific purchase, please contact the app store support team.

8.2 Subscription Cancellations

To cancel a subscription, you must do so through your Apple ID or Google Play account settings. Canceling your subscription will prevent future charges, but you will retain access to premium features until the end of the current billing period.

How to Cancel:

• iOS: Settings > [Your Name] > Subscriptions > [App Name] > Cancel Subscription
• Android: Google Play Store > Menu > Subscriptions > [App Name] > Cancel Subscription

Note: Deleting the app does not cancel your subscription. You must cancel through your account settings.

9. Accessibility Support

We are committed to making our apps accessible to all users, including those with disabilities. Our apps are designed to work with assistive technologies such as:

• Screen Readers: VoiceOver (iOS), TalkBack (Android)
• Voice Control: Voice Control (iOS), Voice Access (Android)
• Display Adjustments: Dynamic Type (iOS), Font Size (Android), High Contrast Mode, Color Inversion
• Switch Control: Switch Control (iOS), Switch Access (Android)

If you encounter accessibility issues or have suggestions for improving accessibility, please contact us at support@cavorapartners.com. We are continuously working to improve accessibility and welcome your feedback.

10. Escalation Path

If your issue has not been resolved to your satisfaction, it will be escalated internally through the following path:

• Level 1 — Support Team: Initial point of contact for all inquiries and technical issues.
• Level 2 — Engineering Team: Complex technical issues that require deeper investigation or code-level analysis.
• Level 3 — Management: Issues that remain unresolved after engineering review, or matters requiring business-level decisions.

To request escalation, reply to your existing support ticket or email support@cavorapartners.com with your ticket number and a request for escalation. CAVORA PARTNERS will use reasonable efforts to address escalated issues but does not guarantee resolution of all issues.

11. Support Ticket Retention

Support communications (including emails, tickets, chat logs, and attachments) are retained for a reasonable duration for the purposes of quality assurance, staff training, dispute resolution, and legal compliance. Retention is subject to applicable data protection laws (GDPR, nDSG/FADP). You may request deletion of your support communications by contacting legal@cavorapartners.com, subject to any statutory retention obligations.