1. Chat with Bob
Bob is a virtual support guide. To find relevant knowledge-base answers, your question and up to three previous questions are sent to the Support Hub server. This matching feature does not send your questions to an AI provider, and the matching code does not save or log the question text. Hosting and security logs are described below. Selecting Ask a person temporarily places a copy of the conversation in your browser’s session storage so it can be carried into the support form. The form accepts this copy for up to 30 minutes and removes the stored copy when it reads it. You can edit the message before submitting. Clear chat removes the chat shown in the widget and any saved handoff; it does not delete a support request you have already submitted. Bob does not currently access personal orders or verify customers.
2. Testing status and future staffing
The Support Hub is in testing. KOBO has not hired support agents. Staff onboarding and work-record tools are being prepared for future use; their availability does not mean agents have been hired or given access. Use fictional customer details in tests.
3. Who we are
KOBO SPORTS LLC operates the Support Hub at support.kobopickleball.com. This notice covers support forms, conversations and staff tools. It does not replace the privacy notices or purchase terms for the Shopify store, Stroke Coach membership or the member store.
4. Information used to help you
When support intake is enabled, we collect your email address, product selection, subject, message and optional order reference. Records also include a request reference, dates, status and internal staff notes. Information you volunteer becomes part of your request. Please leave out passwords, verification codes, card numbers, identity documents, medical information and unnecessary sensitive details.
5. Support photos
When photo attachments are enabled, you may submit up to four product photos for warranty or return review. Originals are stored privately and may contain camera metadata, including location. Avoid faces, addresses and unrelated personal information. Authorized support staff view processed copies with metadata removed. Photos follow the retention review schedule below.
6. Order information
Authorized staff can check relevant Shopify order information using an order reference, including purchased items, payment status, fulfillment status and shipment tracking. The current lookup does not request payment-card details, shipping addresses or Shopify customer email addresses.
7. Why information is used
Support information is used to understand and respond to requests, investigate order or product issues, record assistance, control staff access and protect the service against misuse. Sending a support message does not subscribe you to marketing.
8. Access and service providers
KOBO administrators and the service providers described below process information needed to operate and test support. Future support agents would receive access only after authorization; no support agents have been hired yet. The Support Hub uses Vercel for hosting and Supabase for support records, private photo storage and staff authentication. Resend processes email addresses and message content to send ticket confirmations, staff notifications and ticket-status updates. Customer confirmations include the ticket reference and subject. Staff notifications also include your email address, selected product, order reference and submitted message; status emails include the ticket reference and status. Configured staff integrations can use Shopify and NextSmartShip for order and shipment checks. Disclosure may also be necessary under applicable law or to protect legal rights and service security.
9. Cookies, browser storage and logs
Staff sign-in uses session cookies, and the chat handoff uses browser session storage as described above. The local sandbox may use browser storage and local records for testing. The reviewed Support Hub application code does not include advertising trackers or visitor analytics; the Shopify store and other KOBO websites have separate privacy notices. The answer endpoint temporarily uses IP addresses and request times in server memory to limit repeated requests. Hosting and security services may also process IP addresses, browser information, request times and diagnostic logs. Provider logging settings and retention periods still require verification before this notice is finalized.
10. Staff work and payout records
For future staffing, the staff workspace is designed to record ticket-status changes, note-submission events, work-log submissions, shift times, breaks, connection gaps, hourly rates, correction requests, weekly approvals and payment references. Browser activity signals help pause inactive sessions; keystroke contents and screen recordings are not collected. Staff can request corrections. Administrators and authorized Production Managers review payment records. Payout settings hold a name, contact email, country and verified Wise recipient reference. Bank details are maintained in Wise. Staff record retention and final payment procedures must be approved before activation.
11. Retention and security
KOBO reviews support retention monthly during testing. Our review targets are 24 months after closure for tickets and internal notes, 90 days after closure for photo attachments, and 30 days after testing finishes and the ticket is closed (whichever is later) for explicitly identified test tickets. These are review targets, not automatic deletion deadlines. Gladys reviews and approves deletion; automated deletion is not enabled. Records needed for unresolved cases, warranties, disputes, legal obligations or pending privacy requests may be held longer and reviewed again. Older records without a reliable closure date require manual review. Cleanup must also address associated files and email copies; backup copies expire under provider schedules that we are still verifying. Staff, payment and security-log retention is separate and remains under review. Staff authentication and database controls restrict access, but no online service can guarantee complete security.
12. Processing locations
KOBO serves customers in the United States and Canada. KOBO has not hired support agents and plans to recruit internationally, potentially including the United States and the Philippines. Future agents may access support information from their approved working countries after onboarding and access review. The primary Supabase database is currently hosted in Oregon, United States. This database location does not determine where future agents must work. Other service providers may process information in other locations. We are verifying provider locations, contractual safeguards and agent access procedures before finalizing this notice.
13. Your questions and choices
You can contact us to ask about your support information or request access, correction or deletion. Include your support reference if available, but do not email passwords or identity documents. We may need to verify that a request relates to you. Available rights and exceptions depend on applicable law; some information may need to be retained for legal or security reasons. Location-specific rights, response procedures and any appeal process must be finalized before launch.
14. Children and updates
Do not submit personal information about children through the draft form. A parent or guardian can contact KOBO about information submitted by a child. Age-related service rules must be confirmed before launch. An effective date will be added when this notice is finalized, and material changes will be communicated as required by applicable law.
Contact KOBO
To request access, correction or deletion, or ask a privacy question, use Privacy & personal data on the support form. A human will review your request. We may need to verify your identity before disclosing or deleting information.