Support
A person reads these, and answers in writing.
We answer within two working days, in English or German. There is no ticket queue to guess at and no chatbot in front of us.
First reply within two working days. Include the garment record if your question is about a specific plan.
Telephone
Monday to Friday, 09:00–17:00 CET. Calls are charged at your provider's standard rate.
What we can help with
- Something in the reading is wrong
- Tell us which garment and which field. A reading is an inference from photographs, so it does get things wrong — usually when the cloth is very dark, very patterned, or photographed at an angle. We will redo it and refund the allowance units.
- Refunds
- Withdrawals inside fourteen days are handled under Widerrufsrecht. Beyond that we refund anything charged in error or for a service that was not delivered. Write to us — there is no form to fill in.
- Cancelling a subscription
- Two steps from your account, effective at the end of the period you already paid for. If you would rather we did it, email us and we will confirm in writing.
- Deleting your photographs
- Delete a garment record in the tool and everything attached to it goes. Everything is removed within 90 days. Uploads are never used to train a model — see the Datenschutzerklärung.
- A payment failed or looks wrong
- Send the date and the amount. Payments are handled by our payment provider; we can see the status of a charge and its outcome, and can trigger a refund from our side.
- Accessibility
- If something is unusable with a keyboard or a screen reader, tell us the page and the tool you are using. Known limits are listed under Barrierefreiheit.
What we cannot do
Recuts does not alter clothes, take in work, recommend a tailor or price a job. It makes the drawing you take to one.
We also cannot tell you whether a particular alteration will work on your particular garment. That needs the cloth in someone's hands. If a plan worries you, take it to a tailor and let them decide — that is what it is for.
Verbraucherstreitbeilegung
Wir sind nicht bereit oder verpflichtet, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen.
Erklärung nach § 36 VSBG. Ihre gesetzlichen Rechte und der Weg zu den ordentlichen Gerichten bleiben unberührt. Complaints about how your data is handled can also go to the data protection supervisory authority of any German federal state — see Datenschutzerklärung.