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 licensing, invoices, privacy and data requests, complaints, and any question the product sites do not answer.
Product support and refunds go to the product itself. Chwilio is supported at chwilio.app and Heedpost at heedpost.com, each with its own contact details. Email the studio if you cannot reach one of them, or if a request there has stalled.
What to include
If your email is about an order, include the email address you used at checkout and the Paddle order or transaction reference from your receipt. That covers invoices, licence problems and refunds you are escalating. For a bug report, say which product and version you are on and what you did before it went wrong.
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 are requested from the product you bought. The refund policy sets out the guarantee and the timings that apply to both products.
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
Purchases are sold through Paddle, which acts as merchant of record and is the seller on your receipt. If a billing or refund complaint 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.