Ask Austin Support

Contact

Email support@getaskaustin.com with the email address you signed in with and the chat involved. You can also use Help in the app.

Ask Austin is not an emergency service and is not monitored for emergencies. In an emergency, call 911 or your local emergency number.

Delete your account

In the app, go to Account, tap Delete account, then type DELETE to confirm.

• You are signed out on every device right away.
• We remove your sign-in account, email address and display name, your questions, chats, follow-ups, call bookings, reports, and the videos and photos stored for your requests, including Austin's replies to you. If removing something fails, it is retried automatically, and the app does not show the deletion as complete until everything is removed.
• We keep a minimal record of each paid order and refund (service, price, currency, payment status, dates and the Apple or Stripe transaction ID, with no name, email address or message content), and the terms acceptance record linked to each of those orders. See the Privacy Policy.
• Deleting your account does not by itself refund a purchase. App Store refunds are handled by Apple.

Refunds

Messages and videos (App Store purchases)

Messages and videos are billed by Apple. Apple decides App Store refund requests under Apple's rules, and a refund is complete only when Apple processes it. Asking for a refund is not the same as receiving one.

• Late answer: Austin has 24 elapsed hours after your payment is verified to answer (and 24 hours after a Message follow-up). If that time passes with no answer, a button in the chat lets you request a refund.
• Ask Apple directly: you can always request a refund from Apple at reportaproblem.apple.com, whether or not you also contact us.

Calls (card payment through Stripe)

• You cancel at least 24 hours before the call: cancel from the booking in My chats. You get a full refund; no reason is needed. The refund to your card starts automatically through Stripe and is complete when Stripe confirms it.
• You cancel less than 24 hours before the call: the call is canceled and is not refunded automatically. You can still contact support.
• Austin cancels or declines: a refund starts automatically.

The 24-hour windows above are the current settings. The values shown in the app when you buy are saved with your order and apply to that purchase. Full details are in the Refunds and Cancellations policy.