01 Getting help
Email hello@ginsenglabs.dev. That is the support address for Symptoms and it goes to a person who reads it. If you would rather not open your mail app, the contact form reaches the same inbox.
We reply in English, usually within a working day or two. Reports of objectionable content or abusive behaviour are treated as urgent and reviewed within 24 hours, as set out in section 02.
You will usually get a quicker answer if you tell us your username, your iOS version, and what you were doing when the problem happened. If the app crashed, an approximate time helps us match it to our crash logs.
02 Reporting content or a player
In the app
Symptoms has a report control on every custom case and on every player profile. Either way you are protected straight away, without waiting for us to act.
Reporting a case removes it from your view for good. It leaves your feed and its link stops opening for you, and that stays true even if we later decide the case did not break the rules. It does not block the author, and their other cases remain available to you.
Reporting a player also blocks them for you. To stop seeing a player altogether, block them, rather than reporting one of their cases.
Separately from anything you do, a custom case that collects enough reports is suspended automatically as soon as it does, so it stops being visible to everyone without waiting for a person to look at it. Case content is also screened when it is published.
By email
If you cannot use the in-app report, or you have reported something and think it needs escalating, email hello@ginsenglabs.dev with the case link or the username and tell us what is wrong. The same 24-hour review applies. You do not need an account to report something to us this way.
We are under no obligation to tell you what action we took on a report you made, so you may not hear the outcome. The rules themselves, and what we can do about a breach, are in section 08 and section 10 of our Terms.
03 Deleting your account
You can delete your account yourself, from inside the app, under Settings → Delete account. You are already signed in, so there is nothing for us to verify and nothing to email us about.
Deleting removes your account and the data attached to it, including your username, your profile emoji and banner, and your friend connections. This happens immediately in almost all cases, and within 24 hours at the latest if we or one of our providers is having an outage.
Custom cases you published are the exception. We keep a copy, because published cases may already have been played and shared by others, and we disconnect it from your username and your account. Section 09 of the Privacy Policy sets out exactly what is deleted, what is kept, and why, and section 10 of the Terms covers the licence that lets us keep it.
Uninstalling the app does not delete your account. If you have lost access to the app and cannot delete from inside it, email hello@ginsenglabs.dev and we will help once we have confirmed the account is yours. That route is slower than doing it yourself, because we have to check the request relates to your own account.
04 Subscriptions & refunds
Subscriptions are sold and billed by Apple, so they are managed in your Apple ID settings rather than inside Symptoms: Settings → Apple ID → Subscriptions. That is where you see what you are subscribed to and where you cancel. Cancelling takes effect at the end of the period you have already paid for, and you keep paid access until then.
Refunds for App Store purchases are handled by Apple at reportaproblem.apple.com. We cannot issue them ourselves. If Apple declines a refund you believe you are entitled to under UK consumer law, email hello@ginsenglabs.dev and we will resolve it.
We do not list prices here. The App Store sets pricing per country and per currency and it changes from time to time, so the current price for your storefront is shown in the app and in Apple's purchase flow before you are charged. Section 06 and section 07 of the Terms cover billing, renewals, price changes, and your 14-day cancellation right.
05 Terms, privacy & company
The rules for using Symptoms are in our Terms & Conditions, and what we do with your data is in our Privacy Policy. Both cover the app and this website.
Privacy questions, including access, correction, and erasure requests under UK GDPR, go to privacy@ginsenglabs.dev. Everything else goes to hello@ginsenglabs.dev.
GinsengLabs LTD, 124 City Road, London EC1V 2NX, United Kingdom. Company No. 17230581, registered in England & Wales.