Effective date: 2026-07-07
What Support Is For
Support exists to protect the paid Family Decision Review loop and family trust.
Use Support for:
- Payment or receipt problems.
- Checkout success without access.
- Magic-link or session problems.
- Case submission problems.
- Decision Packet delivery concerns.
- Refund requests.
- Account deletion or data concerns.
- Privacy, security, youth-safety, or serious trust concerns.
- Questions about the Trust Center or related policies.
Response Standards
Hockey Anchor uses email/contact support for Release 1.
| Issue type | Response target |
|---|---|
| Payment, access, security, and privacy issues | Same day or next business day |
| General support | Within 2 business days |
| Refund requests | Acknowledged within 2 business days |
| Account deletion requests | Acknowledged within 2 business days |
These are response targets, not guarantees of final resolution within the same window.
Founder Intervention
Release 1 is founder-operated or founder-supervised.
Founder intervention is required when:
- Payment succeeds but access fails.
- Entitlement status is ambiguous.
- A family reports incorrect, harmful, or confusing guidance.
- Youth-safety or sensitive-data concerns appear.
- Account deletion or data access is requested.
- A refund request requires discretion.
- A privacy, security, or serious trust complaint occurs.
- Hockey Anchor may need to pause paid access to protect quality.
Hockey Anchor will only accept the number of active paid families the founder can personally support to the expected quality standard.
What Support Does Not Do
Support does not provide:
- Emergency services.
- Medical, legal, mental health, financial, school, league, eligibility, or recruiting-agent advice.
- Coach, school, league, or program outreach on behalf of the family.
- Outcome guarantees.
- A replacement for official rules or qualified professional guidance.
How To Ask For Help
Use the Support or Contact page.
Include:
- The email address used for Hockey Anchor.
- The issue category: payment, access, case, refund, deletion, privacy, security, or other.
- A short description of what happened.
- Any non-sensitive details that help identify the issue.
Do not send:
- Payment card numbers.
- Card security codes.
- Passwords.
- Magic links.
- Session cookies.
- API keys or service credentials.
- Private communications unless essential to resolving the issue.
Payment And Access Escalation
If a family paid but cannot access the purchased service, Support should:
- Acknowledge the issue.
- Confirm the account email and payment reference if safely available.
- Check paid-access and entitlement state.
- Restore access if possible.
- Escalate to founder intervention if access is not clear.
- Apply the Refund Policy if Hockey Anchor cannot promptly repair a technical failure preventing the purchased service.
Privacy, Security, And Youth-Safety Escalation
Privacy, security, and youth-safety concerns are priority issues.
Hockey Anchor should identify what happened, what family/account/case/payment/data may be affected, what is being done, and what the family should expect next.