Customer Support

Help with your order, report, or submitted material.

Available Monday–Friday, 9:00–18:00 EET · During beta, we aim to respond within 2 business days

For delivery issues: include the email used at checkout, the product purchased, and the report ID if you have one. This helps us find the order faster.

Contact

Email us for delivery issues, wrong uploads, compact or failed reports, refund questions, privacy requests, or report access problems.

Support email

For the fastest response, include your checkout email and product name: Profile Intel, Role Intel, or Profile × Role Fit.

hello@reloop.me

What do you need help with?

I paid but did not receive the form Send us the checkout email and product purchased. We will help reconnect the payment with the submission flow. Email support →
I submitted the form but did not receive the report Reports are usually delivered within 24–48 hours during beta. If that window passed, contact us. Email support →
I uploaded the wrong CV or JD Contact us quickly. If processing has not started, we can usually replace the submitted material. Email support →
My report was compact Compact means the material was usable but did not contain enough structure for a full report. Read policy →
My report could not be generated This usually means the source material was incomplete, incorrect, unreadable, or not suitable for the selected product. Read retry policy →
I want a refund Refund eligibility depends on processing status, delivery status, and whether the report was generated. Read refund policy →
I disagree with the report Send the specific section and what you believe is inaccurate. We can review whether the issue comes from input quality or interpretation. Email support →
I want my data deleted You can request deletion of personal data related to your report. Some transaction records may be retained for legal or accounting reasons. Email support →

Response times

Report delivery issue
Prioritized during business days. Include checkout email, product name, and report ID if available.
Wrong file or wrong input
Contact us as soon as possible. If processing has not started, we can usually replace the material.
Refund question
Usually reviewed within 2 business days. Eligibility depends on processing and delivery status.
GDPR or data request
Handled according to the Privacy Policy. We respond to GDPR-related requests within the legal timeframe.

Report delivery

During beta, most reports are delivered within 24–48 hours after both payment and required material have been received.

If you paid but did not submit the required CV, profile, or job description, the report cannot be generated yet. If you submitted the form but did not receive the report within the expected window, email us.

Compact and failed reports

A compact report means the submitted material had enough signal for analysis, but not enough evidence for a full-length report. It is not a failed report.

A failed report means ReLoop could not generate a responsible analysis from the submitted material. This can happen if the input is too short, unreadable, mismatched, not a CV or JD, or contains several different people or roles.

For the full policy, see Refunds & Delivery Issues.

Refunds and retries

Refund eligibility depends on whether processing started, whether a report was generated, and whether the issue was caused by a technical error, wrong input, duplicate payment, or insufficient source material.

ReLoop may allow up to two automated retries when the submitted material is incomplete or incorrect and the user submits materially improved or corrected input.

Privacy and data requests

For data access, correction, or deletion requests, email hello@reloop.me and include the checkout email, product purchased, and report ID if available.

For more details, see our Privacy Policy and AI Policy.

Before you contact us

To help us resolve the issue faster, include as much of the following as possible:

  • email used at checkout;
  • email used in the form, if different;
  • product purchased;
  • report ID or report link, if available;
  • brief description of the issue;
  • for report interpretation questions, the exact section you are referring to.