Contact
Contact the studio
Two addresses, both read by one person. There is no contact form, no chat widget and no support queue behind them.
- Studio
- contact@snnsystems.com
- Direct
- me@snnafi.dev
Both reach Shahriar Nasim Nafi. Use the studio address for anything to do with an order or a policy, so it stays on the record with the rest of that correspondence. Use the direct one if you would rather write to him personally, or if the first one bounces.
The studio address handles app support, purchase questions, privacy and data requests, complaints, and invoices or licences for anything bought directly from the studio.
Calm Puzzles and Pencilwork have no separate website, so this is their support address. Their purchases are made through the App Store or Google Play, and Apple or Google takes the payment, not the studio.
What to include
For a question about Calm Puzzles or Pencilwork, say which app it is about, which device you use, its iOS or Android version, and the app version. For a bug, also say what you did before it went wrong. If the question is about a purchase, include the store order number: the order ID from Apple's receipt email, or the Google Play order number, which starts with GPA.
If your email is about an order bought directly from the studio, include the email address you used at checkout and the Paddle order or transaction reference from your receipt. That covers invoices, licence problems and refund requests.
Response times
- Acknowledgement within 7 days.
- A substantive answer within 14 days for support and sales, and within 30 days for anything that needs investigation.
- Refunds for app purchases are handled by Apple or Google. The refund policy explains how to request one, and sets out the guarantee that applies to anything bought directly from the studio.
The studio operates from Bangladesh (UTC+6) and its working week is Sunday to Thursday, so a message sent late in the week may not be picked up until after the weekend.
Complaints
If something has gone wrong, raise it by emailing contact@snnsystems.com with Complaint in the subject line. A complaint might be about a product fault, a billing problem, a refund you think was handled unfairly, or the way a request was dealt with. Include what happened, when, the order reference if there is one, and what you would like done about it.
How a complaint is handled:
- It is acknowledged within 7 days.
- A written response, with a decision and a reason for it, follows within 30 days. If the investigation needs longer, you will be told why and given a date.
- If you are not satisfied with the decision, reply to that email saying so and it will be reviewed again from the start.
If it is still not resolved
App purchases are processed by Apple or Google. A billing or refund complaint about an App Store purchase can be taken to Apple at reportaproblem.apple.com, and one about a Google Play purchase to Google through its refund help page.
Anything bought directly from the studio is sold through Paddle, which acts as merchant of record and is the seller on your receipt. If a billing or refund complaint about such a purchase cannot be settled with the studio, you can raise it directly with Paddle's buyer support using the order reference on your receipt.
Nothing here limits your statutory rights. Depending on where you live, you may also be able to take a consumer complaint to your national or regional consumer protection authority.