Contact and Communications Policy

1. Official company contact

KITECH SOFTWARE LTD may be contacted at:

Email: hello@kitechsoftware.com
Post: Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE
Company number: 10528257

The general Support page provides operational guidance and links to specialist request routes.

2. Subject lines

Use a clear subject line so the message can be handled appropriately:

• Product support — technical or account assistance;
• Account deletion request — account and associated-data deletion;
• Privacy request — data-protection rights or privacy questions;
• Security vulnerability report — responsible disclosure;
• Child safety report — suspected child sexual abuse, exploitation, grooming, or immediate safeguarding concern;
• Accessibility feedback — barriers or alternative-format requests;
• Legal enquiry — contracts, formal notices, or legal correspondence; and
• Export compliance concern — suspected export-control or sanctions issues.

3. Information to include

Where relevant, include:

• the product, service, application, website, or repository;
• the account or organisation involved;
• the device, platform, version, browser, or operating system;
• a concise description of the issue or request;
• relevant dates, times, URLs, message IDs, or error details; and
• a safe contact method for follow-up.

Do not send passwords, recovery codes, private keys, payment-card information, illegal content, or unnecessary identity documents.

4. Response handling

Messages are prioritised according to urgency, safety, legal obligations, security impact, service impact, and available information.

We may ask for clarification or proportionate identity or authority verification before acting on an account, privacy, legal, or deletion request.

Response times vary according to complexity, product ownership, third-party dependencies, and whether another organisation controls the relevant service or information.

5. Organisation-managed services

For customer, employer, partner, school, charity, community, or self-hosted services, the relevant organisation may be responsible for support, moderation, privacy, deletion, or administration.

KiTech will direct the requester to the responsible operator where appropriate and reasonably possible.

6. Legal notices

Email does not replace a method of service required by law, court rules, contract, or formal agreement. A legal notice must follow any specific notice clause or mandatory procedure that applies.

7. Abuse of contact channels

Do not use contact channels for spam, threats, harassment, extortion, malicious attachments, or activity prohibited by the Acceptable Use Policy. We may restrict abusive communications while preserving lawful access to required complaint, privacy, safety, or legal processes.