Support

Last updated: October 19, 2026

This page is available in English and French.

Email [email protected]. We aim to reply within three business days.

Benbow Labs handles support, and a person on our team answers your email. As our support email grows, we may use an AI assistant (Claude, from Anthropic) to help us read it and draft replies. If we do, a person on our team still reviews and sends every reply, and makes every decision about refunds, accounts and your data. If you'd rather we didn't use AI tools on your email, say so, and we will handle it without them. Section 8 of our Privacy Policy has the details.

It helps if you tell us:

• which app, and its version (each app's page says where the app shows it);
• where you got the app;
• your device model and the version of its operating system, or your browser;
• what you did, what you expected, and what happened instead.

We support official copies of our apps: ones from an app store we publish the app on, or directly from us. We can't support a copy from anywhere else, such as a file-sharing site, an unofficial app store, or a modified or "cracked" copy; section 1 of our Terms of Use explains why.

Screenshots help. Before you send one, crop or blur anything private.

It doesn't start when my Bluetooth device connects. How this works depends on your version of Android; the "About this app" section of the Time Aloud page explains it. In short: on Android 12 and 12L, connecting shows a notification that you tap once to start. After a reinstall, on a new phone, or if a permission was turned off, open Time Aloud's Trigger devices screen (Settings → Trigger devices); it shows what is missing and lets you link each device again.

After a reinstall or on a new phone, my documents aren't in the Library. Android doesn't carry Octothorpe's access to your files and folders over to a reinstall or a new phone; the "Before you switch phones" note on the Octothorpe page explains it. In short: open Octothorpe's Settings and choose your home folder again, then open your other documents again. Your documents are still wherever you keep them.

We are the seller of our apps, everywhere, so you can come straight to us. If you bought through an app store, the store took your payment. On Google Play, in some countries, mostly in the European Union, the European Economic Area and the United Kingdom, Google acts as our agent and is the "merchant of record" for tax and payment purposes. Everywhere else, including Canada and the United States, we are the merchant of record, and a Google payments company collects the payment for us. Either way, we are responsible to you for the app.

Our promise. If a paid app or purchase doesn't do what its page or store listing says, on a device it supports, we will refund it if you ask within 30 days of buying it. We also refund you if you don't accept our Terms of Use and write to us within 30 days of buying. These time limits apply only to our own promises; your legal rights (section 7 of our Terms of Use) still apply, whenever you ask.

To ask for a refund:

1. Write to us at [email protected]. Tell us the app, the order number from your receipt, and what went wrong.
2. We reply within 10 business days with our decision and the reason for it.
3. If we agree, we refund you through the store you bought from, where the store lets us. Google Play does, so for anything you bought on Google Play we issue the refund ourselves. We never refund by cheque or bank transfer. If the store doesn't let us refund (Apple's App Store, for example), we help you ask the store for it. If you bought another way, the app's page explains how refunds work.
4. If we say no, we tell you how you can take it further: by asking the store under its own refund policy, or by contacting the consumer protection office where you live, such as the Office de la protection du consommateur in Quebec or Consumer Protection Ontario.

You can also ask the store directly at any time, under its own refund policy. For Google Play, see Google Play's refund policy, or find the order in your Google Play account.

What our promise doesn't cover. Problems caused by things outside our control, such as a change to your device's operating system, to your device, or to the store; and a copy of an app that isn't official (see "Getting help", above). That is a limit on our promise only. It doesn't limit your legal rights (section 7 of our Terms of Use), and the law may still give you a remedy.

If we remove a feature you paid for on its own, such as a separate in-app purchase, within 12 months of your purchase, we refund what you paid for it. After those 12 months, or if we stop developing or distributing an app, we don't give refunds. These limits apply only to our own promise; your legal rights (section 7 of our Terms of Use) still apply. Section 5 of our Terms of Use explains when we can remove a feature.

Your legal rights to cancel. Nothing here limits a right the law gives you to cancel a purchase or get a refund. For example, consumers in the European Union and the United Kingdom have a 14-day right of withdrawal in some cases, and in Quebec and Ontario the law lets you cancel a purchase made online or at a distance if we didn't give you the information the law requires before you bought.

Subscriptions. You can cancel a subscription at any time. If you subscribed through an app store, cancel it in the store; deleting the app does not cancel it. If you subscribed another way, the app's page explains how to cancel. After you cancel, no further payments are taken. You keep access until the end of the period you've already paid for, and then it stops. Your legal rights to cancel, above, still apply.

Section 4 of our Terms of Use has the full refund rules.

Each app has its own page, listed in our Privacy Policy. It says which devices the app runs on, how it is priced, whether there is a free trial, what it does with your information, and which permissions it asks for and why. The store listing, or the app's page if it is sold another way, shows the current price.

We may stop updating or distributing an app. If we do, we'll say so on its page, and in its store listing while it is still listed. That page also says what to expect, including whether the app depends on a server of ours. We can't promise how long we will support any app.

Email [email protected]. Tell us what you found and how to reproduce it. We aim to acknowledge your report within five business days, and we'll keep you posted. If we fix the problem, we'll credit you if you'd like.

We won't take legal action against anyone for good-faith security research that:

• doesn't access, change or keep data that isn't yours;
• doesn't disrupt our apps or services, or anyone else's use of them; and
• gives us reasonable time to fix the problem before you publish it.

Benbow Labs is the app-publishing division of Mapleworx Services Inc., a Canadian federal corporation located in Ontario, Canada.

350 Bay Street, Suite 1300B, Toronto, Ontario M5H 2S6, Canada
Phone: +1 226-486-0444 (voicemail, checked regularly; email is the fastest way to reach us)
[email protected]

Privacy Policy · Terms of Use