Support

Email us at support@hometello.com. If you can, write from the email address on your account, and tell us what you were trying to do and what happened. We'll reply by email.

We'll never ask for your password or your full card number. Payments are handled by Stripe, and your card details are entered only on Stripe's pages. If you forget your password, you can reset it from the sign-in page.

To help you, our support staff can see your account basics: your email address, when you signed up, your subscription status and Stripe customer ID, whether reminders are on, whether your address is on our do-not-email list, and the status of reminder emails we've recently sent you. They can't see what's in your plan without permission. If they need to, we'll email the person who set up the home to ask, and the plan isn't opened unless that person allows it, except in the emergency case below. Access that's allowed is read-only and ends after 72 hours, or sooner if it's revoked.

In an emergency, an administrator can open a plan without asking first, read-only, for up to 60 minutes. We do this only when there's an urgent risk to someone's safety, a legal requirement, or a problem with your data we need to fix. When it happens, we email the person who set up the home with the reason. Whether or not that email reaches you, each emergency access and its reason are listed under Access to your plan in Settings, with a count of recent views.

Only the person who set up the home can manage billing. To cancel online:

• Sign in and go to Settings.
• Under Your subscription, choose Cancel subscription.
• On Stripe's page that opens, confirm the cancellation.

Cancel before your next renewal date to avoid the next charge. Your plan stays active through the end of the period you've paid for, and you won't be charged again. After that, your recorded history stays here to view, but step-by-step details are hidden, scheduling and reminders pause, your calendar feed goes empty and report links stop working.

We don't give refunds or credits for partial periods, except where required by law.

If you can't cancel online, email support@hometello.com with the email address on your account and ask us to cancel. We'll cancel your subscription and confirm by email. A request we receive before your renewal date counts as canceling before that date.

You can do both yourself: sign in, open Settings, then Your account, and choose Download my data or Delete account. To delete your account, you'll enter your password again to confirm it's you. Our page at /delete-account explains what we delete and what we keep.

If you can't sign in, email support@hometello.com from the address on your account and tell us whether you want a copy of your data, your account deleted, or both. We'll send a one-time link to that address to confirm. It works for 72 hours. We act only on a request confirmed from the address on the account.

• The copy is a JSON file with the information linked to your account. If you're a household member, it includes the work you recorded, but not other people's notes or email addresses. It leaves out secret codes, such as link and delivery codes.
• If you're subscribed, deleting your account cancels your subscription first. You choose when: at the end of your paid period, keeping access until then; or now, with no refund for the rest of the period, except where required by law. We'll confirm by email when it's done.
• Deleting the account of the person who set up the home deletes that home's plan and history for everyone in the household, including work other members recorded. Members keep their own accounts, and we email them before the home is deleted.

After we delete an account, we keep:

• A record of your request, with your email address in hashed form once we've emailed you that the deletion is done.
• If our staff looked up your account, our log of that lookup, which includes your email address.
• Your email address on our do-not-email list, if it's there because an email bounced, was marked as spam or you asked us to stop emailing you, and on our list of approved test recipients, if it was added before launch.
• Records of the payment events Stripe sent us.
• Maker-site manual links you added, which can still be suggested to other households with the same appliance, without your name.
• Your Stripe customer record and invoices, which Stripe keeps. We ask Stripe to remove saved cards from it. A card you saved in your own Link account stays there until you remove it in Link.

Copies others already have aren't affected, such as emails we sent, calendars that loaded your feed, and reports someone printed or saved. Our service providers keep their own records under their own policies, such as Stripe's payment records, our email provider's delivery logs and our hosting and database providers' logs. Our database host doesn't keep backups of our database on our current plan. Copies we make ourselves before changing the database leave out passwords and are deleted within 30 days of being made. Our Privacy Policy at /privacy explains more.

You can do some of this yourself in the app: if you set up the home, update your home answers and remove appliances and parts; turn off your calendar or report link; remove household members or leave a household; and turn off reminders. Completion notes can't be edited or deleted after they're saved, and tasks can't be removed, though routines can be paused. For other privacy questions, see /privacy or email us.

If a step, safety note, schedule, manual suggestion or part detail looks wrong or unsafe, don't follow it. Email support@hometello.com with the task name and what you noticed. We may pause a task while we review it, and your history is kept.

Hometello isn't an emergency service. If you smell gas, see fire or smoke, hear a smoke or CO alarm, or someone is hurt, get to safety and call 911 or your gas utility. Don't wait for a reply from us.

If you believe something on Hometello infringes your copyright, such as a link or content a user added, email support@hometello.com with Copyright notice in the subject line. Please include:

• Your physical or electronic signature.
• A description of the copyrighted work you believe is infringed.
• A description of the material you want removed and where it appears on Hometello, with enough detail for us to find it, such as a link.
• Your name, address, phone number and email address.
• A statement that you believe in good faith that the use isn't authorized by the copyright owner, its agent or the law.
• A statement that the information in your notice is accurate and, under penalty of perjury, that you are the copyright owner or are authorized to act for the owner.

If your material was removed and you believe that was a mistake, you can send a counter-notice to the same address. Our Terms of Service at /terms explain what to include. In appropriate cases, we close the accounts of people who repeatedly infringe. Knowingly sending a false notice or counter-notice can make you liable for damages.

Send legal notices, including a notice of dispute, to support@hometello.com. Under our Terms of Service at /terms, we both try to resolve a dispute informally for 60 days before either of us files a claim, and deadlines for bringing a claim are paused during that time.

To opt out of arbitration, email support@hometello.com within 30 days after you first accept the Terms, whether that's when you sign up, when you join a household or when we ask you to accept them at sign-in. Use the subject line Arbitration opt-out and include your name, your account email and a clear statement that you're opting out.

If you opt out, the arbitration agreement, including its class-action and jury-trial waivers, doesn't apply to you, now or under later versions of the Terms. The rest of the Terms still does.

• Provider: Hometello
• Email for support, privacy questions and legal notices: support@hometello.com

California residents: under California Civil Code section 1789.3, you may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by phone at (916) 445-1254 or (800) 952-5210.