Purpose
This Support Policy explains how users can contact Virtus, what types of issues we support, and what users can expect when requesting assistance. This policy applies only to the current Virtus MVP and replaces references to future enterprise functionality contained in the prior version of the Support Policy.
1. Contacting Support
General Support: support@virtus-hq.com
Safety Reports: safety@virtus-hq.com
Privacy Requests: privacy@virtus-hq.com
Security Issues: security@virtus-hq.com
Appeals: appeals@virtus-hq.com
2. What We Support
Virtus Support can assist with:
- Account creation and login issues
- Password resets and account recovery
- Athlete and coach profile questions
- Messaging issues
- Upload issues (photos, videos, statistics)
- Bug reports
- Privacy requests
- Safety reports
- Coach verification status questions
3. What We Do Not Support
Virtus Support cannot:
- Make basketball, roster, or playing-time decisions
- Resolve disputes between athletes and coaches
- Change or interpret background check results
- Provide legal, medical, recruiting, or training advice
- Recover permanently deleted information after applicable retention periods
4. Reporting Bugs
Please include a description of the issue, steps to reproduce it, your device and app version if known, and screenshots if available. Do not include passwords, payment information, Social Security numbers, or other sensitive information in support requests.
5. Reporting Safety Concerns
If you believe a user is violating the Community Guidelines or a minor may be at risk, report the issue immediately through the app or by emailing safety@virtus-hq.com. Reports involving potential harm to a minor receive the highest priority. If someone is in immediate danger, contact local emergency services before contacting Virtus.
6. Privacy Requests
Users may request access to, correction of, or deletion of personal information by contacting privacy@virtus-hq.com. Virtus may verify identity before processing requests.
7. Account Recovery
Users who cannot access their account should use the password reset feature or contact support. Virtus may require reasonable verification before restoring account access.
8. Account Deletion
Users may delete their account using the in-app account deletion feature, when available, or by contacting support. Virtus will process deletion requests consistent with the Privacy Policy and applicable law. Certain information may be retained where required for legal, security, fraud-prevention, or safety purposes.
9. Service Availability
Virtus will make reasonable efforts to maintain the availability of the Services but does not guarantee uninterrupted operation. Maintenance or unexpected outages may temporarily affect access.
10. Changes
Virtus may update this Support Policy as the Services evolve. Material changes will be reflected by updating the Last Updated date.
Contact Information
Virtus HQ, Inc.
16 Mount Bethel Road, Suite 163
Warren, New Jersey 07059