top of page

DermAware's Support Policy

 

Last Updated: October 2025

 

1. Overview

 

At DermAware, our mission is to provide users with intelligent, AI-powered skincare insights that are accurate, secure, and easy to use. We are committed to offering responsive and transparent support to ensure every user enjoys a safe and reliable experience.

 

2. Support Channels

 

For all support inquiries, you can reach our team through the following official channels:

​

 

These channels can be used for questions, bug reports, feedback, and account or privacy concerns.

 

3. Support Hours

​

  • Availability: Monday – Friday

  • Hours: 9:00 AM – 6:00 PM (local time)

  • Response Time: We aim to respond to all messages within 24–48 hours.

  • Priority Cases: Technical errors, login issues, or data access concerns are prioritized with responses within 12 hours whenever possible.

 

4. Support Coverage

 

CategoryDescription:

​

Technical AssistanceHelp with AI analysis errors, crashes, or image upload issues.

Account & AccessLogin issues, password resets, or account recovery.

Billing & SubscriptionsHelp with in-app purchases, subscriptions, or refunds (subject to App Store or Play Store policy).

Feature GuidanceSupport on how to use DermAware’s image recognition, results interpretation, and skincare insights.

Feedback & ImprovementUsers can suggest new features or share feedback to enhance the DermAware experience.

 

5. Support Limitations

 

While we strive to assist with all app-related issues, please note:

​

  • DermAware does not provide medical diagnoses, prescriptions, or personalized treatment advice.

  • Users should always consult a qualified healthcare professional for medical or urgent dermatological concerns.

  • We cannot support issues on rooted/jailbroken devices or modified app versions.

  • Poor connectivity or unsupported device versions may affect performance.

 

6. Updates & Maintenance

 

We continuously improve DermAware to enhance performance and user experience:

​

  • Minor updates (bug fixes, performance tuning) are released regularly.

  • Major updates (new features or AI improvements) are announced in advance.

  • User feedback is actively reviewed to guide future updates.

 

7. Privacy & Data Security

​

All user data shared during support or app usage is handled securely according to our Privacy Policy.
DermAware staff will never ask for passwords, payment details, or sensitive health information via email or chat.

 

8. Contact Us

​

For any assistance, inquiries, or feedback:


📧 Email: csaddverse@hotmail.com
🌐 Website: www.appvers.info

​​

bottom of page