Support
What parents ask.
One honest answer each.
If your question isn’t here, reply to any Roma email and a human reads it within a day.
Trial + getting started
Before your kid says hi.
- How does the 10-day trial work?
- Enter a card, get 10 days free with every feature unlocked. On day 10 the card is charged — $19.99/month, or the yearly price you picked — and Roma keeps going. Cancel from your billing page any time before day 10 and we never charge.
- What happens if I don't convert at day 10?
- Chat pauses. Your kid's dossier — names, stories, interests, compass — stays exactly where it is. Briefs keep landing for 7 more days so you aren't cut off mid-thought. We call it the grace window. Reactivate any time before day 17 and you pick up where you left off.
- How many kids can I add?
- Up to four on Family. Family Pro keeps the same limit but adds a co-parent, custom compass values, cross-kid drift slicing, and the year-end yearbook PDF.
- What ages does Roma support?
- Six to thirteen for now. Six-to-nine and ten-to-thirteen get different reading registers automatically; Roma picks based on the age you enter. Fourteen-to-seventeen lands in V2 with a different conversational voice and a wider safety floor.
Data + privacy
What Roma knows, and who else sees it.
- Do you train on my kid's conversations?
- No. Not us, not anyone. Your kid's words stay in your family's private dossier and are never used to improve any model, including ours.
- Who can see my kid's chats?
- By default, only your kid and Roma. You see summaries, mood tags, and the verbatim quotes Roma thinks matter — never the full transcript unless you choose Full Access in privacy settings. If you pick Full Access, your kid is told explicitly; the companion tells them, not you. Surveillance only works if everyone at the table knows it's on.
- What's in the dossier?
- Interests, talents we've noticed, open story threads, recent feelings, safety-relevant patterns. Extracted from real conversations, written in plain language, editable by you, deletable on request. No behavioural fingerprinting, no vocabulary profiling, no identity-level tracking — those are COPPA minefields and we won't touch them.
- Can I delete everything?
- Yes. From your Kids page, the red danger zone on each kid has a hard purge — drops every message, memory chunk, safety event, and dossier row via an ordered cascade with a counts summary. The deletion is immediate and audited.
- Is Roma COPPA-compliant?
- Yes. Verifiable parental consent is gated during onboarding. Privacy policy and processor list are linked in the footer.
- Where does my data live?
- Encrypted in transit and at rest, in US regions. Kid conversations are never used for analytics or shared with third parties. No tracking pixels, no behavioural SDKs on kid surfaces.
Safety
The floor that doesn't move.
- What happens if my kid says something concerning?
- Every kid message is screened before the companion replies. Seven hard-flag categories — self-harm, suicidal ideation, sexual content, victim or perpetrator of violence, grooming, substance use, severe bullying — escalate immediately. On escalation, the companion tells your kid directly that it has to tell a grown-up, stays with them, and an email and push notification reach you in seconds with the verbatim message and a dashboard link. The kid hears it from the companion first — always.
- Is the safety layer configurable?
- No. The safety floor is non-configurable by design. You can't lower it, we can't raise it for you — it's the same floor for every family. That's the rule that lets the rest of the product be warm.
- What about false positives?
- They happen and we err conservative. If an escalation reads clearly as a false positive after the fact, you can mark it in the dashboard and we use that signal to keep the safety layer honest over time.
- Can my kid trigger an escalation on purpose?
- Yes, and we count it as a feature. A 'kid-initiated' flag lets the kid ask for you deliberately, and the same email hits your inbox. The companion never gatekeeps that path.
Briefs
One honest paragraph, every day.
- When does the brief arrive?
- 8pm in your local time zone. It covers the day your kid just had. A shorter morning digest arrives at 6am the next day with a conversation starter for breakfast — light, reflective, no summary re-run.
- What's in a brief?
- A one-line greeting, one verbatim quote from your kid, a 1-2 sentence interpretation, one concrete thing to try tonight, and — when it fits — a citation from a parenting book we actually trust (Siegel, Kennedy, Oster, Haidt, Doyle, Grant). No dashboards, no streaks, no engagement graphs.
- What if my kid didn't chat today?
- The evening brief is skipped. The morning digest still sends with a gentle opener ('mood: quiet — you might ask about X'). We'd rather send nothing than send a filler brief.
- Can I mute them?
- Yes, from your profile. You can also adjust the delivery time or turn on push notifications for the brief instead of email.
Compass
Your values, ranked.
- How does the compass work?
- You pick three values from eight — curiosity, kindness, courage, honesty, independence, gratitude, growth mindset, resilience — and rank them. When two of your values pull in different directions in the same conversation (kindness vs. honesty is the classic one), Roma follows the rank you set.
- Can compass values differ per kid?
- Yes. Family-level default + per-kid override. Useful when one kid needs courage foregrounded and another needs gratitude. Edit from each kid's drawer.
- Will Roma force values on my kid?
- No. The compass nudges the companion's framing when there's a judgment call — it doesn't lecture. If the kid is being curious, Roma leans into curiosity. If kindness is at stake, it's gentle about it. Values are scaffolding, not scripts.
Billing + devices
The operational stuff.
- Can I cancel?
- Yes. One click from your billing page. No fees, no calls. If you cancel within 30 days of an annual purchase we refund fully — email aj@obbz.io.
- Why does pricing differ by country?
- Purchasing power parity. A family in Mumbai pays Indian rupee pricing, not dollar pricing. We verify billing country at checkout so families everywhere pay the same share.
- Where can I install Roma?
- Any modern browser on any device. Installing as a PWA (Add to Home Screen on iOS, Install on Android Chrome) gives the best experience — no browser chrome, native feel. Push notifications require PWA install.
- Can I use Roma without the App Store?
- Yes — that's the design. Roma is a PWA, not a native app. You install from the browser; updates happen automatically. No App Store gate, no in-app-purchase tax.