# Support & returns information

**Private preview · 4 October 2026**

There is no public app checkout or hardware order form on this site. Public support, fulfillment, warranty and returns details are still being prepared. This page does not create new purchase terms, change existing Lulu founder rights or promise a refund policy that has not been approved.

## Get help with a private build

Use the contact that supplied your private test invitation. Include your phone model, OS version, app version/build, the feature, what you expected and what happened. Mention whether you were using the phone speaker or a Bluetooth accessory and whether the app was foreground or locked.

Start with a short report. Do not send a complete conversation, personal photo, camera credentials, wallet secrets or Pack invitation. If a screenshot helps, remove private information first. The existing BTT Labs business contact is [unclematt@bttlabs.fun](mailto:unclematt@bttlabs.fun), verified on the BTT Labs website. A dedicated public support process and response-time commitment have not been released.

## Common checks

For no speech, wait for model readiness, check the selected output, app/phone volume and microphone permission, then test a short typed question with the phone speaker. Use Stop before retrying. For poor recognition, test in a quiet place and check the actual microphone route. Bluetooth output does not prove microphone compatibility.

For reminders, review the date/time/zone and notification/alarm authorization, confirm again after resolving an error, and inspect the saved list. For connection trouble, pause the experiment rather than weakening network security. Pack Chat and collar-camera acceptance are still pending.

If pet data appears missing, keep the installation and report the build and selected species. Avoid reinstalling or clearing storage until a recovery/backup plan is agreed. A fresh installation may not contain your existing identity, photo or history.

## Hardware and animal comfort

Test a speaker off the animal at low volume. Stop if the animal shows discomfort. Keep batteries, charging leads and small parts out of reach. No approved collar mount, water resistance or unattended animal-mounted operation is supplied by this preview. Follow the hardware manufacturer's instructions for equipment you bought separately.

## Purchases and returns

For equipment purchased from another seller, use that seller's actual order and support/return information. No Best Friend Says retail hardware offer is open here. Before taking product orders, the purchase offer must state the seller, exact included hardware/software, compatibility, price, delivery estimate, shipping/taxes, cancellation, return and warranty process, and contact details.

Existing Lulu founder purchase/ownership documents remain accessible in the historical founder section. New ordinary-product and Kickstarter packages are separate from those commitments. Their final support and returns details must be approved before orders open.