Support

We aim to reply within 5 working days.

Email [[OWNER: support email]] with any question, a problem with the app, or a question you think is wrong (the question text or a screenshot helps). Please do not send us your child's results or photos unless we ask.

Common questions

• What is free: a child can start three different quizzes a day on each iPhone or iPad. Each device has its own three, shared by the children who use it. Lessons and reviewing mistakes are never limited. The allowance starts again at midnight (Terms section 5.1).
• What Premium adds: no daily limit. Nothing else changes: free users already reach every subject and year group. Premium is a monthly subscription that renews automatically until you cancel (Terms section 5).
• Premium on your other devices and for your family: Premium works on every device signed in to the Apple Account that bought it, and is shared with your Apple Family Sharing group. Inviting someone to see a child's progress in BrightNods does not share Premium with them (Terms section 5.4).
• Restore Premium on a new device: in the grown-ups' area, open Settings and tap Restore Purchases.
• Cancel Premium: the subscription is managed by Apple. In the grown-ups' area open Settings, then Manage subscription (it is on the Premium screen too); or on your iPhone or iPad open Settings, tap your name (Apple Account), then Subscriptions.
• Refunds: Apple takes payments and handles refunds. To ask for one, go to reportaproblem.apple.com and sign in with the Apple Account that paid. If you email us, we will reply with the steps and support your request (Terms section 5.8).
• Worried about something shared in your family: remove the person or stop sharing first, in the grown-ups' area under Family. Then use Report a concern in the grown-ups' area, or email [[OWNER: support email]] with "Concern" in the subject. Please do not send your child's information. If a child is in immediate danger, call 999 (Terms section 10.6).
• Sync progress between devices: in the grown-ups' area, switch on iCloud sync (it is off until a parent turns it on).
• See, export or delete your family's data: in the grown-ups' area, open Settings, then Manage your data. See our Privacy Notice, section 9.
• For children: Your BrightNods and you explains, in simple words, what BrightNods keeps and who can see it. It is best read together.

How to complain

If something has gone wrong, please tell us. We want to put it right.

1. Email us

• About the app, Premium, payments or anything else: [[OWNER: support email]].
• About how we use or look after information (a data protection complaint): [[OWNER: privacy email]].

2. What to include

• Your name, and the email address you want us to reply to.
• What went wrong, and when. The device and iOS version help if it is a problem with the app.
• What you would like us to do (for example fix it, explain, refund or delete something).
• Please do not send your child's results, answers or photos unless we ask. We cannot see what the app keeps, so we may ask you to look something up in the grown-ups' area.

3. What happens next

• We acknowledge your complaint within 5 working days, so you know we have it.
• We look into it and aim to reply in full within 14 days. If we need longer, we tell you why and when to expect an answer.
• Data protection complaints are also covered by the Data Protection Act 2018 (section 164A): we acknowledge them within 30 days at the latest (in practice within 5 working days), keep you updated, and tell you the outcome without undue delay.
• We keep complaint emails for 6 years and then delete them (Privacy Notice, section 8).

4. If you are still not happy

• About information and privacy: you can complain to the Information Commission (which still uses the name ICO) at any time, online at ico.org.uk/make-a-complaint or by phone on 0303 123 1113.
• About payments, renewals or refunds: Apple can help directly at reportaproblem.apple.com.
• Consumer advice: we are not a member of an alternative dispute resolution scheme and are not required to be one. Citizens Advice (citizensadvice.org.uk, 0808 223 1133) or, in Scotland, consumeradvice.scot can advise you. You can also go to court (Terms section 18).