Operator: Superlinear Technology Pte. Ltd. trading as PolicyPack Contact Email: support@policypack.org Website: https://policypack.org Last Updated: April 10, 2026
1. General Support
For questions about your PolicyPack account, document generation, publishing workflows, or technical assistance, contact our support team at support@policypack.org. We monitor this address during business hours and aim to respond to all inquiries within 48 hours on business days.
When writing to us, please include your account email address and a brief description of your question or issue. If your inquiry relates to a specific document or export, include the document type and any relevant error messages. This helps us route your request efficiently and provide accurate guidance.
Our support team can assist with:
- Account setup and configuration
- Document generation and customization
- Publishing and export workflows
- Integration questions
- Feature requests and feedback
- Technical troubleshooting
For urgent technical issues affecting live production environments, please mark your subject line with "URGENT" and include details about the impact. We prioritize requests that affect published compliance pages or active customer-facing services.
2. Privacy and Compliance Requests
If you have questions about how PolicyPack processes your personal data, wish to exercise your data protection rights, or need to submit a formal privacy request, contact us at support@policypack.org with "Privacy Request" in the subject line.
We handle the following privacy and compliance inquiries:
- Data Subject Access Requests (DSAR): Request a copy of the personal data we hold about you
- Rectification Requests: Correct inaccurate or incomplete personal data in your account
- Erasure Requests: Request deletion of your account and associated personal data
- Restriction Requests: Limit how we process your personal data in specific circumstances
- Portability Requests: Receive your data in a structured, machine-readable format
- Objection Requests: Object to processing based on legitimate interests or direct marketing
- Consent Withdrawal: Withdraw consent for processing activities that require your explicit agreement
We respond to verified privacy requests within 30 days under GDPR and UK GDPR, and within 45 days under CCPA and CPRA. If we require additional time due to request complexity, we will notify you of the extension and the reason for the delay.
For enterprise customers with executed Data Processing Agreements, please direct compliance inquiries to your designated account contact or use the DPA contact details provided in your agreement.
If you believe we have not adequately addressed your privacy concern, you have the right to lodge a complaint with your local data protection authority. For users in the European Union, contact details for supervisory authorities are available at https://edpb.europa.eu/about-edpb/about-edpb/members_en. For users in the United Kingdom, contact the Information Commissioner's Office at https://ico.org.uk.
3. Billing and Commercial Inquiries
For questions about subscriptions, invoices, payment methods, plan changes, or commercial partnerships, contact support@policypack.org with "Billing" or "Commercial" in the subject line.
Our billing team can assist with:
- Subscription plan selection and upgrades
- Invoice requests and payment receipts
- Payment method updates and billing address changes
- Refund requests and cancellation processing
- Enterprise licensing and volume pricing
- Reseller and partnership inquiries
If you are requesting a refund, please include your account email, the date of purchase, and a brief explanation of your request. We process refund requests in accordance with our published Refund Policy, which is available at https://policypack.org/refund-policy. Approved refunds are typically processed within 5 to 10 business days and will appear in your original payment method.
For enterprise customers interested in custom agreements, dedicated support, or volume licensing, include your company name, approximate team size, and a summary of your requirements. We will route your inquiry to our commercial team for a tailored proposal.
4. Response Times and Availability
We aim to respond to all inquiries within 48 hours on business days, Monday through Friday, excluding public holidays observed in Singapore. Urgent technical issues affecting live production environments receive priority attention and are typically acknowledged within 24 hours.
Complex requests, including privacy requests requiring data retrieval or legal review, may require additional processing time. We will acknowledge your request promptly and provide an estimated timeline for resolution.
If you do not receive a response within the expected timeframe, please check your spam or junk folder and ensure that emails from policypack.org are not being filtered. If you still have not received a reply, send a follow-up message referencing your original inquiry.
For the fastest resolution, please send all inquiries to support@policypack.org rather than attempting to contact individual team members directly. This ensures your request is logged, tracked, and routed to the appropriate specialist.
Superlinear Technology Pte. Ltd. trading as PolicyPack Email: support@policypack.org Website: https://policypack.org