Terms of service

SparxSolver: Terms of Service (DRAFT FOR NAJM'S REVIEW, not legal advice)

DRAFT FOR NAJM'S REVIEW, not legal advice. Do not publish as-is. Updated 31 Oct 2026 for branch prepublish-fixes. Originally Prepared on 28 Oct 2026 from the code on main @ 6fbcc40 (backend) and extension 8.0.8 (/workspace/ext/sparxsolver-pro-8.0.0).

• [PLACEHOLDER: …] = a fact only Najm can supply.
• [LEGAL REVIEW] = a clause a solicitor must check (minors, consumer law, liability, Sparx/Google terms).
• [NOT BUILT] = describes something the code does not do yet; remove or keep in step with what is live.
• Companion documents: Privacy Policy, Acceptable Use Policy, Refund Policy. Internal notes: COMPLIANCE_NOTES.md (not for publication).
• Replaces the partial drafts TERMS_DRAFT_INSTALL_ID.md, TERMS_DRAFT_REFERRALS.md, TERMS_DRAFT_SUSPENSION.md, TERMS_DRAFT_RISK.md and free-credits-proposal:docs/legal/TERMS_DRAFT.md.

Last updated: [PLACEHOLDER: effective date]

Who we are. SparxSolver is run by [PLACEHOLDER: legal name of operator, e.g. "Najm Ajmal, a sole trader" or a company name and number], of [PLACEHOLDER: postal address] ("we", "us", "our"). Contact: [PLACEHOLDER: contact email, e.g. [email protected] or [email protected] — suggestion only; the code currently shows [email protected] on the suspension screen].

1. What these terms cover

1.1 These terms apply to:

• the SparxSolver Pro Chrome extension (the "Extension");
• the website and online service at api.sparxsolver.com, including the sign-up, account and connect pages (the "Service").

Together we call them "SparxSolver".

1.2 By creating an account, installing the Extension or using the Service, you agree to these terms, the Acceptable Use Policy and the Refund Policy. Our Privacy Policy explains what we do with your data. If you don't agree, don't use SparxSolver.

1.3 We are not Sparx. SparxSolver is an independent tool. It is not made, endorsed or approved by Sparx Learning or Sparx Maths ("Sparx"), by your school, or by Google. "Sparx", "Sparx Maths" and "Google" are trademarks of their owners. [LEGAL REVIEW: use of the Sparx name in the product name.]

2. Who can use SparxSolver

2.1 Access is by invitation or approval. You can only create an account if we have invited you or approved your request for access. We may refuse a request without giving a reason.

2.2 Age. You must be at least 13 years old to use SparxSolver. If you are under 13, don't create an account or use the Extension. [LEGAL REVIEW]

2.3 Under-18s. If you are under 18, you must have your parent's or guardian's permission to use SparxSolver, and they should read these terms with you. Under-18s must not buy credits without a parent's or guardian's permission. [LEGAL REVIEW: contracts with minors; whether to require parental confirmation; see COMPLIANCE_NOTES §1.]

2.4 Third-party providers. If you use the Extension with your own API key for a third-party AI provider (section 8), you are solely responsible for complying with that provider's terms, policies and eligibility requirements (including any age requirements). We don't check whether you meet them, and we are not a party to your agreement with that provider. [LEGAL REVIEW]

3. Your account

3.1 Google sign-in. You sign in with a Google account. We receive your Google email address, name, profile picture and Google account ID, and whether the account belongs to a Google Workspace (for example, a school) domain. We never see your Google password.

3.2 One person, one account. Your account is for you alone.

• Don't share it, sell it, lend it, or let anyone else use it.
• Don't create more than one account for yourself.
• Don't create accounts for other people.

Sharing a computer with family members, or using a school computer, is fine, as long as each person uses their own account.

3.3 Keep it secure. You are responsible for what happens on your account and on devices where you are signed in. Tell us at [PLACEHOLDER: contact email] if you think someone else has used your account. You can see and sign out your devices, and sign out everywhere, from your account page.

3.4 Connecting the Extension. When you connect the Extension, it is linked to your account. You can disconnect it from your account page at any time.

4. Credits

4.1 What credits are. Credits let you send questions to the Service. Each answered question normally uses 1 credit. This includes answers we reuse from a stored answer, if that feature is switched on. A request that fails or that we can't answer is not charged, and any credit we reserved for it is returned.

4.2 Credits have no cash value. Credits:

• are not money, e-money, a voucher or a gift card;
• can't be sold, transferred to another person or account, swapped, or exchanged for cash;
• can only be used for questions on SparxSolver.

Credits you bought are only refundable as set out in the Refund Policy and as the law requires.

4.3 Types of credit.

Starter, weekly, referral and bonus credits are together called "free credits".

4.4 We can change free credits. We may change, pause or stop starter, weekly, referral or bonus credits at any time, including the amounts. Credits already in your balance are not taken away by such a change, except under sections 6 and 10 (abuse and mistakes).

4.5 Buying credits. [NOT BUILT — the code has no payment provider. Keep this section only once purchases go live.]

• Prices and pack sizes are shown before you pay, in pounds sterling and including any VAT. [PLACEHOLDER: VAT status]
• Payments are handled by [PLACEHOLDER: payment provider]. We never see or store your full card details.
• Your contract to buy credits is made when we confirm the payment. The credits are added to your account straight away.
• Your right to cancel and get a refund is explained in the Refund Policy.
• Purchased credits are never delayed, held or reduced by our automatic abuse checks (section 6).

4.6 Mistakes. If credits are added to or taken from your account by mistake (for example because of a bug), we may correct your balance. If we wrongly took credits, we'll give them back.

4.7 Daily limits. To keep the Service fair and affordable, there are limits on how many questions you can send in a minute and in a day, and a daily spending cap on the whole Service. When a limit is reached you will see a message, and you can try again later. Hitting a limit does not use credits.

5. Referrals

5.1 You can share your personal invite link. If someone who does not already have an account joins using your link and then completes their first successful question, you each receive the referral bonus shown on your account page (currently 10 credits each).

5.2 A link does not give anyone access by itself. New accounts still need an invitation or an approved access request.

5.3 Rules:

• You can't refer yourself, or someone who already has an account.
• Each new account can only be referred once.
• There is a limit on how many referrals count for each person (currently 10). Referrals above the limit don't earn a bonus.
• We may hold a referral for review, for example when both accounts were used on the same device or network. We may then approve or refuse it. Holding a referral never blocks either account.
• We may refuse or reverse bonuses gained by abuse, such as creating accounts just to collect them.

5.4 What each person sees. If someone joins with your link, you will see their first name (as given on their Google account) and the date they qualified. They see your first name only if they joined through your link. We never show either person's email address, surname or other details to the other.

6. Abuse checks and credit holds

6.1 Why. Free credits cost us money. To stop people creating many accounts to collect them, we run automatic checks on accounts. The Privacy Policy explains what these checks use (for example, a scrambled code made from your browser's settings, extension install details and the network you connect from).

6.2 What the checks can do. Most of the time, nothing. Depending on which checks we have switched on, if your account looks like it might be one of many accounts run by one person, some of your free credits may:

• be delayed for up to [PLACEHOLDER: maximum delay; code allows up to 72 hours, default 24 hours];
• need a quick security check (Cloudflare Turnstile) before you receive them, for example a "Collect" button;
• be held until an admin reviews them; or
• in serious cases, be withheld (for example, a smaller starter amount, or no weekly or referral credits).

If this happens, you will see: "Some of your free credits are being checked automatically. This usually takes less than a day, and your account works as normal."

6.3 What the checks never do. They never:

• stop you signing in or using credits you already have;
• delay, hold or remove purchased credits or credits an admin gave you;
• suspend your account on their own.

A person decides any suspension (section 10).

6.4 Shared devices are fine. Families sharing a computer and pupils using school Chromebooks are normal. A shared device on its own is never treated as abuse.

6.5 Asking for a review. If you think your free credits were held unfairly, email [PLACEHOLDER: contact email]. A person will look at it. [LEGAL REVIEW: UK GDPR Article 22 and the right to human review; see COMPLIANCE_NOTES §2.]

7. AI answers: no guarantee

7.1 SparxSolver sends the question you submit (text and, sometimes, a picture of the question) to artificial intelligence models run by third-party providers, which produce an answer. See the Privacy Policy for who they are.

7.2 AI answers can be wrong. They may be incorrect, incomplete, in the wrong format, or about the wrong question (for example, if the question was read from the page incorrectly). We don't promise that any answer is correct, and we don't promise any mark, score or result in Sparx or anywhere else. Check answers yourself.

7.3 SparxSolver is a study aid. It is not tutoring, professional advice or an official Sparx tool.

8. Using your own Gemini API key (optional)

8.1 The Extension can work with your own API key for a supported provider instead of SparxSolver credits. Today the only supported provider is Google Gemini. This mode is off by default. Before you first switch it on, the Extension asks you to confirm once: "You're using your own API key; you must follow that provider's terms (including any age requirements)."

8.2 In that mode:

• the Extension sends your questions directly to Google using your key. They do not pass through our Service;
• your use is governed by the provider's terms and privacy policy, and section 2.4 applies;
• the Extension asks Google which models your key can use and picks one automatically (you can choose one yourself);
• any costs or limits are between you and Google;
• the key is stored only in your browser. The Extension's Google AI Studio helper can copy a key you create there into the Extension for you.

8.3 Keep your key secret. If you think it has leaked, delete it in Google AI Studio. The Extension's Remove key button deletes it from your browser.

9. Your responsibilities and acceptable use

9.1 Follow your school's and Sparx's rules. You are responsible for following your school's rules, your teachers' instructions and Sparx's terms. Don't use SparxSolver where that would break them, for example in a test or assessment, or to hand in work as your own where that isn't allowed. If you're unsure, ask your teacher. [LEGAL REVIEW: see COMPLIANCE_NOTES §3.]

9.2 The Extension includes features such as auto-fill and Auto-Solve. You choose to use them, and you are responsible for what is entered or submitted from your Sparx account and your SparxSolver account.

9.3 You must follow the Acceptable Use Policy.

10. Suspension and closing accounts

10.1 When we may suspend. We may suspend your account, for a set time or until further notice, if we reasonably believe you have broken these terms or the Acceptable Use Policy, or where we need to for security or legal reasons.

10.2 What happens. A suspension starts straight away. You are signed out on every device, including the Extension, and you can't sign in, use credits or ask questions while it lasts. Your credits are kept and are not taken away because of the suspension.

10.3 What we tell you. You will see that your account is suspended, the reason (unless telling you would harm security or an investigation), when it ends (or that it lasts until further notice), and a ticket reference.

10.4 Appeals. If you think a suspension is wrong, email the address shown on the suspension screen ([PLACEHOLDER: appeals email; the code default is [email protected]]) with your ticket reference. A person will review it and reply. We may lift, shorten, keep or extend the suspension.

10.5 Closing accounts. For serious or repeated breaches, we may close your account. We may also remove free credits that were gained by abuse.

10.6 Purchased credits when we close an account. If we close your account without you having broken these terms (for example, because we stop the Service), we will refund unused purchased credits as set out in the Refund Policy. If we close it because you seriously broke these terms, we may not refund them, except where the law says we must. [LEGAL REVIEW]

10.7 You can leave at any time. Delete your account from your account page (you'll be asked to sign in again first), or email [PLACEHOLDER: contact email]. Your data is erased within 30 days as the Privacy Policy explains. Free credits are not given again if you create a new account with the same Google account.

11. Stopping or changing the Service

11.1 We may change, add or remove features. We may also pause the Service (for example, for maintenance or because a daily cost cap was reached).

11.2 If we decide to close SparxSolver for good, we will give you at least [PLACEHOLDER: notice period, e.g. 30 days] notice by email or in the Extension, and refund unused purchased credits as set out in the Refund Policy.

12. Intellectual property

12.1 We (or our licensors) own SparxSolver, including the Extension's code, design and name. We give you a personal, non-transferable right to use the Extension and the Service under these terms. You must not copy, resell, or reverse-engineer the Service's backend, except where the law allows.

12.2 Questions on Sparx belong to Sparx or their authors. You only send us questions you can lawfully see. We don't claim ownership of what you send us; you give us permission to process it to provide the Service (see the Privacy Policy).

12.3 AI answers are provided for your personal study use.

13. Third-party services

SparxSolver relies on services we don't control, including Sparx, Google (sign-in, Chrome, and Gemini if you use your own key), Cloudflare and our AI providers. Their own terms apply to your use of them. They may change or stop working with SparxSolver at any time, and we are not responsible for them.

14. Our responsibility to you

[LEGAL REVIEW: this whole section, including how it applies to consumers and to children.]

14.1 If you are a consumer, you have legal rights under UK consumer law, including the Consumer Rights Act 2015 (for example, paid digital content must be as described, fit for purpose and of satisfactory quality). Nothing in these terms affects those rights. Citizens Advice can tell you more.

14.2 Nothing in these terms limits liability that the law does not allow us to limit, including for death or personal injury caused by our negligence, or for fraud.

14.3 Subject to 14.1 and 14.2:

• SparxSolver is provided "as is" and "as available". We don't promise it will always be available, error-free or that answers will be correct;
• we are not responsible for marks, grades or academic consequences, including anything your school or Sparx does;
• we are not responsible for losses that were not reasonably foreseeable, or for business losses;
• our total liability to you is limited to the greater of (a) the amount you paid us in the 12 months before the claim and (b) £[PLACEHOLDER: cap, e.g. 50].

15. Changes to these terms

We may update these terms, for example when features change. We'll show the new date at the top. If a change is significant, we'll tell you in the Extension, on your account page or by email at least [PLACEHOLDER: notice period, e.g. 14 days] before it takes effect. If you keep using SparxSolver after that, the new terms apply. If you don't agree, stop using SparxSolver and ask us to delete your account; we will refund unused purchased credits as set out in the Refund Policy.

16. General

16.1 Law and courts. These terms are governed by the law of England and Wales [PLACEHOLDER: confirm]. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.

16.2 If a court finds part of these terms can't be enforced, the rest still applies.

16.3 We may transfer this agreement to someone who takes over SparxSolver, as long as your rights are not reduced. You can't transfer your account or these terms.

16.4 These terms, together with the policies linked above, are the whole agreement between you and us about SparxSolver.

16.5 If we don't enforce a right straight away, we can still enforce it later.

17. Contact

[PLACEHOLDER: contact email] · [PLACEHOLDER: postal address]

SparxSolver Pro Chrome extension: End-User Terms

DRAFT FOR NAJM'S REVIEW, not legal advice. Do not publish as-is. Written 31 Oct 2026 against branch prepublish-fixes. [PLACEHOLDER] = see ASSUMED_BUSINESS_FACTS.md. [LEGAL REVIEW] = a solicitor to check.

These terms are an addendum to the Terms of Service and apply to the SparxSolver Pro Chrome extension (the "Extension"). If they conflict, these terms win for the Extension itself.

1. Who may use it

1.1 You must be 13 or older. If you are under 18, the Terms of Service §2.3 (parent or guardian permission) applies. 1.2 You must use a Google Chrome (or Chromium) browser you are allowed to install extensions on. On a school-managed device, follow your school's rules.

2. Licence

2.1 [PLACEHOLDER: operator] grants you a personal, revocable, non-exclusive, non-transferable licence to install and use the Extension for your own study, under these terms. 2.2 You must not: sell, rent or redistribute the Extension; remove notices; publish modified copies as ours; use it to build a competing service; or interfere with the Service (Acceptable Use Policy). 2.3 Open-source parts (in vendor/) are under their own licences, which win for those parts.

3. Modes

3.1 Account mode (default): questions go to the SparxSolver Service and use credits (Terms §4). 3.2 Own-key mode (off by default): see Terms §8 and §2.4. You confirm once that "You're using your own API key; you must follow that provider's terms (including any age requirements)." You are solely responsible for complying with the third-party provider's terms. Google Gemini is the only supported provider. 3.3 Automatic features (auto-fill, Auto-Solve): you choose to switch them on and you are responsible for what is submitted from your Sparx account (Terms §9).

4. What the Extension accesses

4.1 It runs only on Sparx pages, api.sparxsolver.com, Google's Gemini API and Google AI Studio (for the key helper), as listed in its Chrome permissions. It reads the Sparx page to find the question; it doesn't read other websites. 4.2 What it stores and sends is set out in the Privacy Policy and the plain-language summary shown at first run (WHAT_WE_TRACK.md).

5. Updates

The Chrome Web Store updates the Extension automatically. Older versions may stop working with the Service (a minimum version can be enforced). Features can change (Terms §11).

6. No warranty, liability

Terms §7 (AI answers can be wrong) and §14 (our responsibility) apply. Nothing here affects your statutory rights.

7. Ending

You can uninstall at any time; uninstalling deletes the Extension's local data (and turn off Chrome sync data for it). We may end your licence if you break these terms. Account deletion is in Terms §10.7.

8. Not Sparx, not Google

The Extension is not made or endorsed by Sparx Learning, your school, or Google. Chrome Web Store terms also apply.

9. Law

These terms are governed by the law of England and Wales; the courts of England and Wales have jurisdiction, but if you live in Scotland or Northern Ireland you may also bring a claim in your local courts. [LEGAL REVIEW]

10. Contact

[PLACEHOLDER: contact email] · [PLACEHOLDER: postal address]

SparxSolver API Terms

DRAFT FOR NAJM'S REVIEW, not legal advice. Do not publish as-is. Written 31 Oct 2026 against branch prepublish-fixes. [PLACEHOLDER] = see ASSUMED_BUSINESS_FACTS.md. [LEGAL REVIEW] = a solicitor to check.

1. Scope

1.1 The SparxSolver API at https://api.sparxsolver.com/api/* (the "API") exists to serve the official SparxSolver Pro Extension and the SparxSolver website. These terms apply to any access to it, in addition to the Terms of Service and Acceptable Use Policy. 1.2 There is no public API. We don't offer API keys or a developer programme. [PLACEHOLDER: confirm]

2. Permitted access

2.1 Only through the official Extension (allow-listed extension ids) or the SparxSolver website, signed in as yourself. 2.2 You must not: call the API with scripts, bots or modified clients; replay, share or extract tokens; bypass rate limits, credit charges, spend caps, version checks or abuse checks; scrape or bulk-download answers; probe for vulnerabilities except under a written agreement with us; or resell access. 2.3 Security research: report issues to [PLACEHOLDER: security contact]. We won't take action against good-faith reports that respect user privacy and stop at proof of concept. [LEGAL REVIEW]

3. Limits

Per-minute and per-day limits, a daily service-wide spend cap and a client minimum version apply. They can change at any time without notice. Responses from limits (HTTP 429 / 503) do not use credits.

4. Data

What the API receives and keeps is in the Privacy Policy and DATA_INVENTORY.md. Don't send personal data in questions beyond what the Sparx question contains.

5. Changes and ending access

We may change, version or withdraw any endpoint, and may block clients or accounts that break these terms (Terms §10).

6. Liability and law

Provided "as is"; Terms §14 applies. Governed by the law of England and Wales. [LEGAL REVIEW]

SparxSolver: Acceptable Use Policy (DRAFT)

DRAFT FOR NAJM'S REVIEW, not legal advice. Updated 31 Oct 2026 for branch prepublish-fixes.

Draft, not legal advice. Part of the Terms of Service. [PLACEHOLDER] = Najm to supply.

Last updated: [PLACEHOLDER: effective date]

This policy explains what you may and may not do with SparxSolver (the Extension and the Service at api.sparxsolver.com). If you break it, we may hold or remove free credits, suspend your account or close it (Terms §6 and §10).

1. School and Sparx rules

• Follow your school's rules, your teachers' instructions and Sparx's terms.
• Don't use SparxSolver in tests, assessments or anywhere your school or Sparx doesn't allow it.
• Don't use SparxSolver to hand in work as your own where that isn't allowed.
• If you're not sure, ask your teacher before you use it.

2. Accounts

You must not:

• create, or have, more than one account for yourself;
• create accounts for other people, or use someone else's account;
• share, lend, sell, rent or give away your account, your sign-in, or your invite and referral links for payment;
• use a fake identity, or a disposable or throwaway email address, to sign up.

Families or classmates sharing a computer is fine, as long as each person uses only their own account.

3. Credits and referrals

You must not:

• create accounts, or get others to create them, just to collect starter, weekly or referral credits;
• refer yourself, or refer accounts you control;
• try to get around credit limits, daily limits, holds or security checks (including Cloudflare Turnstile);
• reinstall the Extension, clear its data, change browser or network, use a VPN, Tor or a data-centre network, or use automation tools in order to avoid our abuse checks or to make accounts look unrelated;
• sell, swap or transfer credits, or offer them for anything of value;
• take advantage of a bug that gives you extra credits. Please report it instead.

Using a VPN for privacy is not, on its own, against these rules. Using one to get around our checks is.

4. The Service

You must not:

• scrape, bulk-download or automatically harvest answers or data from the Service, or resell or republish answers;
• send automated requests to the Service other than through the official Extension's normal features;
• probe, scan, attack, overload or try to break into the Service, or reverse-engineer its backend;
• modify the Extension to change what it sends us, or impersonate it;
• send false information to the Service, for example false reports about whether an answer was right;
• send anything other than homework questions, including anything unlawful, harmful, abusive, or other people's personal data;
• use another person's API key without their permission.

5. Reporting

Tell us at [PLACEHOLDER: contact email] about misuse, security problems or bugs. Reporting a security problem in good faith, without exploiting it, will never count against you.

6. What we may do

If we reasonably believe you have broken this policy, we may (depending on how serious it is):

• refuse, hold or remove free credits gained through the breach;
• refuse or reverse referral bonuses;
• limit, suspend or close your account (Terms §10).

Our automatic checks can delay or hold free credits. A person decides any suspension, and you can appeal.

SparxSolver: Refund Policy (DRAFT)

DRAFT FOR NAJM'S REVIEW, not legal advice. Updated 31 Oct 2026 for branch prepublish-fixes.

Draft, not legal advice. Part of the Terms of Service. [NOT BUILT] The code has no payment provider and no way to buy credits today (the credit ledger has a purchase reason, but nothing creates it except an admin). Sections 2–4 only apply once purchases go live. Section 1 describes what the code does today. [PLACEHOLDER] = Najm to supply. [LEGAL REVIEW] = a solicitor to check.

Last updated: [PLACEHOLDER: effective date]

1. Credits for failed questions (automatic)

• A credit is reserved when you send a question.
• If the question fails (for example, the AI provider is down, the request times out, or we can't detect a question), the reserved credit is returned automatically.
• If you retry the same request after a network problem, you are not charged twice.
• [NOT BUILT] Refunds for answers Sparx marked as wrong are being designed and are not part of this policy yet.

If you think you were charged wrongly, email [PLACEHOLDER: contact email] with the date and time. We'll check our records and return credits if we got it wrong.

2. Free credits

Starter, weekly, referral and bonus credits are free. They have no cash value and can't be refunded or exchanged for money.

3. Purchased credits: your right to cancel [LEGAL REVIEW]

3.1 Credits are digital content. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel.

3.2 Because credits are added to your account straight away, at checkout we will ask you to:

• agree that the credits are supplied immediately; and
• confirm you understand that you lose your right to cancel once supply starts.

If you don't give both, [PLACEHOLDER: choose — e.g. "we will not add the credits until the 14 days have passed", or "you can't buy"]. [LEGAL REVIEW: wording of the consent and acknowledgement, and the confirmation we must send.]

3.3 Our goodwill promise: even though the law doesn't require it, if you ask within 14 days of buying a pack and you have not used any credits from it, we'll refund it in full. [PLACEHOLDER: confirm or remove]

4. Purchased credits: other refunds

4.1 Faulty service. Your rights under the Consumer Rights Act 2015 are not affected. If paid credits don't work as described (for example, the Service is unavailable for a long time), we will repair the problem, return the credits, or refund you, as the law requires.

4.2 If we close SparxSolver, or close your account when you have not broken the Terms, we'll refund unused purchased credits at the price you paid. [PLACEHOLDER: method, e.g. original payment method]

4.3 If we close your account because you seriously broke the Terms, we may not refund purchased credits, except where the law requires it. [LEGAL REVIEW]

4.4 Abuse checks never affect purchased credits.

4.5 How refunds are paid. To the original payment method, within 14 days of us agreeing the refund. [PLACEHOLDER: confirm with payment provider]

4.6 Order of use. [PLACEHOLDER: decide which credits are used first — e.g. free credits before purchased credits. The code today keeps one balance and does not track which credits are free and which are bought. This must be built before 3.3 or 4.2 can be honoured.]

4.7 Chargebacks. If you dispute a payment with your bank, we may pause the purchased credits while the dispute is open.

5. How to ask

Email [PLACEHOLDER: contact email] with your account email, the date of purchase and what went wrong.