Customer Support

This page covers response times, refund policy, escalation procedure, data deletion rights, and security disclosure. For general questions or to send us a message, visit the Contact page.

Response Times

Critical issues include confirmed security incidents, unauthorized charges, and account access loss. Email support@condorbox.ai with a clear subject line indicating urgency.

Refund Policy

Paid plans (Plus, Pro) are billed monthly through Stripe and renew automatically. As stated in our Terms of Service (Section 3): we do not offer pro-rated refunds for partial months. You may cancel at any time from your dashboard; cancellation takes effect at the end of the current billing period and you retain access through that period.

Billing disputes or exceptional refund requests are handled case-by-case. Email support@condorbox.ai and include your last invoice number and Stripe receipt so we can locate your account quickly.

Escalation Path

1. First contact: Email support@condorbox.ai with a clear description of your issue. You will receive a ticket number in the reply.
2. If unresolved within 5 business days: Reply to the same thread (or send a new email to the same address) with subject prefix [ESCALATION] and cite your original ticket number.
3. Billing disputes: Include your last invoice number and Stripe receipt in your escalation email so the charge can be located and reviewed without delay.

Data Deletion

Self-serve deletion: Go to your dashboard, then Settings → Account → Delete account. This permanently removes your account and initiates deletion of all associated data.

Backup retention: As described in our Privacy Policy (Section 5), account data is deleted within 30 days of account deletion. Camera frames are deleted automatically when your plan's retention window expires (or immediately on account deletion).

Right to be forgotten (GDPR): Email privacy@condorbox.ai with subject line [GDPR]. These requests are prioritized and we respond within 30 days as required by law.

Security Disclosure

To report a security vulnerability, see /SECURITY.md or email security@condorbox.ai. Please do not disclose vulnerabilities publicly before we have had a chance to address them.

Report Abuse

To report abusive, illegal, or unwanted content on Condor Vision, email abuse@condorbox.ai. We respond within 24 hours for CSAM and imminent-harm reports, and within 72 hours for all other abuse reports. You may also submit a report directly from a camera page using the Report button.