Contact & support

1. About us

Simple Sustenance is owned and operated by NK Digital Limited.

Our goal is to make healthy eating simpler through personalised meal planning, recipes and practical nutrition guidance, while providing excellent customer support whenever you need it.

2. How to contact us

The quickest way to contact us is by email.

Please use the most appropriate contact address below so that your enquiry reaches the correct team.

General support

For:

• account questions;
• technical assistance;
• feature enquiries;
• bug reports;
• general feedback.

Email: support@simple-sustenance.com

Privacy enquiries

For:

• GDPR requests;
• personal information;
• privacy concerns;
• data protection questions;
• account deletion requests.

Email: privacy@simple-sustenance.com

Billing enquiries

For:

• subscription questions;
• payment enquiries;
• billing issues;
• refund requests;
• invoice requests.

Email: billing@simple-sustenance.com

Business enquiries

For:

• partnerships;
• media requests;
• commercial opportunities;
• press enquiries.

Email: hello@simple-sustenance.com

3. Before contacting us

Many issues can be resolved more quickly if you include sufficient information in your initial message.

Where appropriate, please provide:

• your full name;
• the email address associated with your account;
• the device you are using;
• your operating system version;
• your browser (if using the website);
• a description of the issue;
• the date and time the issue occurred;
• screenshots where available;
• any error messages displayed.

Providing this information helps us investigate your enquiry more efficiently.

4. Technical support

If you experience a technical issue while using Simple Sustenance, our support team will do its best to assist you.

Examples include:

• difficulty signing in;
• password reset problems;
• subscription access issues;
• synchronisation problems;
• meal plans not loading;
• shopping lists not saving;
• unexpected application errors;
• website loading problems.

When reporting technical issues, screenshots and detailed descriptions are particularly helpful.

5. Subscription support

If you have questions regarding your subscription, we can help explain:

• available subscription plans;
• premium features;
• billing dates;
• renewal information;
• cancellation procedures;
• website subscriptions;
• Stripe payments.

For subscriptions purchased through the Apple App Store or Google Play, certain billing matters must be handled directly through the relevant app store, as those platforms manage payment processing and subscription renewals.

6. Refund enquiries

If you believe you are entitled to a refund, please contact us as soon as reasonably possible.

Please include:

• your account email address;
• the purchase date;
• the amount charged;
• where the subscription was purchased;
• a description of the issue.

Refund eligibility is explained in full within our Refund Policy.

7. Privacy and data protection

If you wish to exercise your privacy rights, please contact our privacy team.

Examples include requests to:

• access your personal information;
• correct inaccurate information;
• delete your account;
• restrict processing;
• object to processing;
• withdraw consent where applicable;
• request data portability.

We will respond to verified requests in accordance with applicable data protection legislation.

8. Accessibility support

We are committed to making Simple Sustenance accessible to as many people as possible.

If you experience accessibility barriers while using our website or app, please let us know.

Examples include:

• difficulty reading content;
• problems using assistive technologies;
• colour contrast concerns;
• keyboard navigation issues;
• screen reader compatibility.

Your feedback helps us improve accessibility for all users.

9. Response times

We aim to respond to all enquiries as promptly as possible.

While response times may vary depending on the nature and complexity of your enquiry, our general targets are:

• General support — within 2 business days.
• Technical support — within 2 business days.
• Billing enquiries — within 2 business days.
• Privacy requests — within 1 calendar month (where required by UK GDPR).
• Account deletion requests — verification commenced as soon as reasonably practicable and normally completed within 30 days.
• Security reports — acknowledged as soon as reasonably practicable.

Response times are targets rather than guarantees and may occasionally be longer during periods of exceptionally high demand.

10. Service availability

Our support team operates during normal business hours.

Support availability may occasionally be affected by:

• public holidays;
• planned maintenance;
• unexpected technical issues;
• exceptional operational circumstances.

Although we aim to provide timely assistance, support services are not available on a 24-hour basis.

If a widespread service disruption occurs, we will make reasonable efforts to keep users informed through the website, mobile application or other appropriate communication channels.

11. Keeping your account secure

To help protect your account, we recommend that you:

• use a strong, unique password;
• do not share your login credentials with anyone;
• sign out when using shared devices;
• keep your contact details up to date;
• notify us immediately if you suspect unauthorised access.

Simple Sustenance will never ask you to disclose your password by email or telephone.

If you receive suspicious communications claiming to be from us, please contact our support team before responding.

12. Reporting bugs

If you discover a bug or technical issue, we appreciate you letting us know.

Useful information includes:

• a description of the issue;
• the steps required to reproduce it;
• screenshots or screen recordings where available;
• the device and operating system you are using;
• your browser (if using the website);
• the date and approximate time the issue occurred.

The more information you can provide, the easier it is for our team to investigate and resolve the issue.

13. Reporting security vulnerabilities

We take the security of Simple Sustenance seriously.

If you believe you have discovered a security vulnerability, please report it responsibly by contacting us as soon as possible.

When submitting a security report, please include:

• a description of the vulnerability;
• the potential impact;
• steps to reproduce the issue where appropriate;
• any supporting evidence that may assist our investigation.

Please do not publicly disclose security vulnerabilities before giving us a reasonable opportunity to investigate and resolve them.

We appreciate responsible disclosure and will investigate all genuine reports promptly.

14. Feedback and suggestions

We welcome your ideas for improving Simple Sustenance.

Whether you have suggestions for:

• new recipes;
• additional features;
• accessibility improvements;
• usability enhancements;
• new meal-planning tools;
• performance improvements;

we would love to hear from you.

Although we carefully review all feedback, we cannot guarantee that every suggestion will be implemented.

By voluntarily providing feedback, you agree that NK Digital Limited may use your suggestions without any obligation to provide compensation.

15. Complaints

If you are dissatisfied with any aspect of our Service or customer support, please contact us first so that we have the opportunity to investigate and resolve the issue.

To help us investigate your complaint, please include:

• your full name;
• your account email address;
• a description of the issue;
• any relevant dates;
• supporting information where available.

We are committed to handling complaints fairly, professionally and in a timely manner.

If you remain dissatisfied after we have reviewed your complaint, you may have additional rights under applicable consumer protection legislation.

16. Related policies

This Contact & Support page should be read together with our:

• Terms and Conditions;
• Privacy Policy;
• Cookie Policy;
• Refund Policy;
• Account Deletion Policy; and
• Acceptable Use Policy.

Together, these documents explain how we operate the Simple Sustenance Service and how we manage your account, subscriptions and personal information.

17. Contact summary

• General support — support@simple-sustenance.com
• Privacy enquiries — privacy@simple-sustenance.com
• Billing enquiries — billing@simple-sustenance.com
• Business enquiries — hello@simple-sustenance.com

18. Interpretation

For the purposes of this page:

• Account means your registered Simple Sustenance user account.
• Business day means Monday to Friday, excluding public holidays in England and Wales.
• Service means the Simple Sustenance website, mobile applications and associated services operated by NK Digital Limited.
• Support means customer assistance provided by NK Digital Limited in relation to the Service.

Headings are included for convenience only and do not affect the interpretation of this page.

19. Changes to this page

We may update this Contact & Support page from time to time to reflect:

• changes to our contact information;
• new support channels;
• improvements to our customer service processes;
• legal or operational changes.

The latest version will always be available on our website and, where appropriate, within the Simple Sustenance app.

20. Final provisions

If any provision of this Contact & Support page is found to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

This page is governed by the laws of England and Wales, except where mandatory consumer protection legislation provides otherwise.

Nothing in this page limits any legal rights you may have under applicable law.