CUSTOMER SERVICE POLICY
VTag.id / Val Arts
Last Updated: January 4, 2026
1. CONTACT METHOD
VTag.id provides customer service exclusively through email. We do not offer phone support, live chat, or in-person assistance at this time.
Primary Support Email: customer@vtag.support
Report Violations: abuse@vtag.support
2. RESPONSE TIMES
2.1 Standard Inquiries
- We aim to respond to all customer service emails within 1-3 business days
- Complex technical issues may require additional time for investigation and resolution
- Business days are Monday through Friday, excluding federal holidays
2.2 Priority Issues
- Account security issues: Within 24 hours
- Payment and billing problems: Within 2 business days
- Service outages: We will post updates on our website and send email notifications
3. TYPES OF SUPPORT PROVIDED
3.1 We Can Help With:
- Account setup and configuration questions
- NFC tag programming assistance
- Billing and subscription inquiries
- Technical issues with our platform
- Password resets and account access problems
- Reporting inappropriate content on tags
- Product information and feature explanations
3.2 We Cannot Help With:
- Third-party device compatibility issues
- Physical NFC tag defects (see our Return Policy)
- Issues with other companies' products or services
- Custom programming or development work
- Emergency assistance (our service should not be relied upon for emergencies)
4. WHEN CONTACTING SUPPORT
To help us assist you quickly, please include:
- Your registered email address
- A clear description of the issue
- Any error messages you're seeing
- Screenshots if applicable
- Steps you've already tried to resolve the issue
5. ACCOUNT SECURITY ISSUES
If you believe your account has been compromised:
- Change your password immediately if you can still access your account
- Email us immediately at customer@vtag.support with "Security Issue" in the subject line
- We will investigate and respond within 24 hours
6. REPORTING INAPPROPRIATE CONTENT
To report inappropriate content on NFC tags:
- Email us at abuse@vtag.support
- Include the tag URL or identifier if possible
- Describe the inappropriate content
- We take all reports seriously and will investigate promptly
7. FEEDBACK AND SUGGESTIONS
We welcome your feedback and suggestions for improving our service. Please email your ideas to abuse@vtag.support with "Feedback" in the subject line.
8. ESCALATION PROCESS
If you're not satisfied with our initial response:
1. Reply to our response email explaining your concerns
2. We will review your case with senior staff
3. You will receive a follow-up response within 3 business days
9. BUSINESS HOURS
While we accept emails 24/7, our support team operates during standard business hours:
Monday - Friday: 9:00 AM - 5:00 PM Pacific Time
Excluding federal holidays
10. LANGUAGE SUPPORT
Customer service is provided in English only at this time.
11. LIMITATION OF SUPPORT
As a startup company, our support capabilities are limited. We provide best-effort support but cannot guarantee resolution of all technical issues or immediate responses to all inquiries.
Contact Information:
VTag.id / Val Arts
support@vtag.id