Culangex Player Support Policy

• Email: support@culangex.com
• In-game / Website: Use the in-game help menu or the support form on our website, where available.

When you contact us, please include your username, the platform you're playing on (for example, Steam), a description of the issue, and any error messages or screenshots. This helps us resolve your issue faster.

We aim to respond to support requests within 2 business days (Monday–Friday, excluding U.S. public holidays). Complex issues may take longer. Response targets are goals, not guarantees, and do not create any contractual obligation.

• Account access and login issues.
• Technical problems, crashes, and bugs.
• Questions about gameplay, features, and progress.
• Purchase and entitlement questions (subject to Section 5).
• Privacy requests and parental requests (see Sections 6 and 7).

• Issues caused by modified, pirated, or unauthorized copies of the Services.
• Problems with third-party hardware, networks, or platforms outside our control.
• Requests that would require us to violate our Terms, the law, or another user's rights.
• Guarantees of specific learning outcomes, scores, or fluency. The Services are educational tools, and as stated in our Terms of Service, we do not guarantee any particular learning result.

Most purchases are made through third-party storefronts (for example, Steam). Refunds for those purchases are handled by the storefront under its own refund policy, not by Culangex directly. Please submit refund requests through the platform where you bought the product.

For purchases made directly from Culangex, where any exist, all sales are final except where a refund is required by applicable law. If you believe you were charged in error, contact support@culangex.com and we will review the situation.

You may ask us to update your account details, reset access, or close your account. For security, we will verify your identity before making account changes. To delete your account and associated personal information, see your rights under our Privacy Policy; we will process verified deletion requests as described there.

If you are a parent or guardian of a child under 13, you may contact privacy@culangex.com to review, delete, or stop further collection of your child's information, including Voice Data, as described in our Children's Privacy & Parental Consent Notice. We will verify that you are the parent or guardian before acting, to protect the child.

We welcome bug reports and feedback, especially during Early Access. Please note that feedback and suggestions you share become subject to the User Content license in our Terms of Service, meaning we may use them to improve the Services without obligation or compensation to you. Early Access builds may be incomplete and may change; reported issues are prioritized at our discretion.

To report harassment, inappropriate content, safety concerns, or violations of our Terms by other users, contact support@culangex.com with details. We review reports and may remove content or suspend accounts in line with our Terms of Service. For child-safety concerns, we treat reports as a priority.

Our support team will treat you with respect, and we ask the same in return. We may decline to continue assisting anyone who is abusive, threatening, or attempting to defraud us, and we may restrict access in line with our Terms of Service.

We may update this Player Support Policy from time to time. We will post the updated version with a new “Last Updated” date.