TUREM Support Policy

Technical Support support@turem.app Legal enquiries legal@turem.app Website https://turem.app

TUREM provides reasonable technical support for the application.

Support is intended to help users:

• install TUREM;
• activate purchased content;
• restore purchases;
• understand application features;
• report reproducible bugs;
• report crashes;
• report security issues;
• report accessibility issues;
• report translation errors;
• request clarification regarding licensing.

Support is provided in good faith but does not guarantee resolution of every request.

Support may be provided in one or more of the following languages:

• English
• Spanish
• Italian
• Additional languages may become available over time.

Support is provided remotely.

TUREM does not guarantee:

• 24-hour support;
• weekend support;
• public holiday support;
• telephone support;
• live chat.

Support is handled according to workload and request priority.

TUREM aims to respond within a reasonable time.

Actual response times depend on:

• request complexity;
• number of requests;
• development workload;
• holidays;
• technical investigations.

Response times are targets rather than contractual obligations.

Support may include:

Suggestions are welcome.

Submitting a feature request does not create any obligation for TUREM to implement it.

TUREM may:

• implement it;
• postpone it;
• partially implement it;
• reject it.

Development priorities remain solely at the discretion of TUREM.

Users participating in TestFlight or other pre-release testing are encouraged to report:

• crashes;
• usability issues;
• inconsistencies;
• localisation problems;
• accessibility concerns;
• performance regressions.

Beta functionality may change or disappear before release.

Suspected security vulnerabilities should be reported privately to:

• legal@turem.app
• or
• support@turem.app
• Please include sufficient information to reproduce the issue.

TUREM appreciates responsible disclosure.

Users must not exploit a vulnerability beyond what is reasonably necessary to demonstrate its existence.

Support does not include:

• music production services;
• sound design services;
• playlist creation;
• mastering;
• custom Sound Banks;
• therapy or medical advice;
• psychological advice;
• legal advice;
• copyright clearance;
• licensing of third-party music;
• recovery of deleted files not recoverable by the application;
• recovery of files lost due to device failure;
• problems caused by jailbroken devices;
• problems caused by unofficial modifications;
• unsupported operating systems;
• unsupported hardware;
• third-party software.

Users are responsible for:

• keeping backups of important Projects;
• keeping backups of User Content;
• maintaining sufficient storage;
• keeping iPadOS reasonably updated;
• using supported hardware;
• maintaining access to their Apple Account.

TUREM can provide information about purchases.

However:

• billing;
• payment methods;
• refunds;
• subscription cancellation;
• are primarily managed by Apple.

Where required, users may be directed to Apple Support.

TUREM will make reasonable efforts to assist users in understanding available recovery options.

However, TUREM cannot guarantee recovery of:

• deleted Projects;
• deleted User Content;
• deleted recordings;
• deleted exports;
• corrupted external files;
• data lost because of device damage.

TUREM is developed for supported Apple devices and supported iPadOS versions.

Operation on:

• beta operating systems;
• modified operating systems;
• unsupported devices;
• cannot be guaranteed.

TUREM evolves continuously.

Support may recommend updating to the latest compatible version before investigating an issue.

Some problems may already have been corrected in newer releases.

TUREM is committed to respectful communication.

Abusive, threatening, discriminatory or fraudulent communications may result in:

• refusal of support;
• termination of communication;
• other actions permitted by law or by the EULA.

Although every reasonable effort will be made to assist users, TUREM does not guarantee:

• that every reported bug can be reproduced;
• that every bug can be fixed;
• that every requested feature will be implemented;
• that every third-party compatibility issue can be resolved.

TUREM may update this Support Policy to reflect:

• new support channels;
• new services;
• operational improvements;
• legal requirements;
• new product offerings.

The latest version will always be available through:

• https://turem.app/support

Technical Support support@turem.app Legal enquiries legal@turem.app Website https://turem.app End of TUREM Support Policy — Version 1.0