Heroic Support and Complaints Policy
This policy explains how to reach us and what happens next, and it applies to everyone: members, customers, the coaches we train, our team and contractors, partners, and the wider community. Heroic exists to help people flourish. When something is not right, we want to hear it.
How to reach us
- The help widget in the Heroic app and on heroic.us.
- Email: support@heroic.us
- Post: Heroic Enterprises, PBC, 9901 Brodie Lane, Suite 160 #1388, Austin, TX 78748.
What counts as a complaint or concern
Any question, dissatisfaction, or issue raised in good faith about our products, services, content, conduct, or wider impact.
What happens when you raise one
- We confirm we have received it. We aim to make first contact within one business day.
- A member of our service team reviews it. Our AI assistant may answer first, and a person takes over wherever a human touch is needed.
- Matters route by nature and severity: to our service lead, to engineering or content, or to leadership up to the CEO and Board.
- We keep you informed while we work, and we tell you the outcome.
- All issues, one-time and recurring issues, are logged and reviewed, which leads to continuous improvement.
Fair treatment
Raising a concern in good faith will never be held against anyone, whether you are a member, a partner, part of our team, or just visiting our website.
This policy is reviewed and renewed once a year.
