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Support

In effect from 16 August 2026

Effective Date: 16-08-2026

This document describes how to reach Wastify AI Ltd ("Wastify", "we", "us"), what to expect when you do, and how to report a security issue.

1. How to reach us

  • Support: contact@wastify-ai.co.uk for platform, hardware and account issues.
  • General: hello@wastify-ai.co.uk for commercial and other enquiries.

Support is provided in English, during UK business hours (09:00 to 17:30, Monday to Friday, excluding English bank holidays), unless your order form states an enhanced support level.

2. What to include

The building and, where relevant, the device or screen affected; what you expected to happen; what actually happened; and when. Screenshots help. The faster we can reproduce an issue, the faster it gets fixed.

3. Response targets

  • Critical, the platform or a building's weighing capability is unavailable: response within 4 business hours.
  • High, a core function is materially degraded with no workaround: response within 1 business day.
  • Normal, a question, a minor defect or an issue with a workaround: response within 2 business days.

Targets are response times, not resolution times; we keep you informed until an issue is resolved. Hardware faults that need an engineer visit are scheduled with the building.

4. Maintenance

Planned maintenance is carried out outside UK business hours wherever possible, and we give notice of any maintenance we expect to be disruptive. The platform is designed so that weighing continues locally during short connectivity interruptions.

5. Reporting a security issue

If you believe you have found a security vulnerability in the platform or hardware, email contact@wastify-ai.co.uk with the subject "Security". Include enough detail to reproduce the issue, do not access data that is not yours, and give us a reasonable opportunity to remediate before disclosing publicly. We acknowledge security reports within 1 business day.