iceGear Instruments

iceGear is a one-man small company based in Japan that develops audio plug-ins (effects and synthesizers). I focus on developing products that emphasize the joy of "twisting knobs to create your own sound."

Support

Refund Requests

For refunds, please contact Apple Support: Request a refund for apps or content that you bought from Apple (https://support.apple.com/HT204084)

I do not have any authority to access or manage the App Store's refund system. Even if you contact me about a refund, I will not be able to take any action.

The App Store may display an app that should have been purchased as if it has not been purchased.

The App Store may not show that the app has been purchased on a different device than the device on which the app was purchased. (For example, when you purchase an app on an iPad and then install it on a Mac.)

However, as long as you are using the same Apple ID, you should be able to install it for free for the second and subsequent installations, even if it is on another device.

If you continue with the purchase process, the App Store should eventually confirm that you have made the purchase and you should be able to download the app for free, even if it appears as if it has not been purchased.

If you have further questions or concerns, I encourage you to contact Apple Support. https://support.apple.com/apps

Contact

mail support@icegear.net

If you have questions, issues, or need more information about my apps, feel free to contact me.

I provide support only via email. I do not offer support via phone, social media, or App Store reviews.

I check and respond to emails during weekday evenings (Japan time).

If you do not receive a reply from me within five business days, please check your spam folder. Some mail servers may delete my replies before they reach your inbox. If you still do not hear back from me, please send another email from a different email address.

Support Holidays

I do not provide support during the following times:

• Saturdays
• Sundays
• Japanese national holidays (https://en.wikipedia.org/wiki/Public_holidays_in_Japan)
• The first week of January
• One week including April 29 to May 5
• One week including August 13 to 16
• The last week of December

Temporary Suspension of Support

Since I run the business alone, there may be periods when I cannot offer support due to illness or other personal reasons.

In such cases, I will share updates via X (@iceGearMusic) when possible.

If the App Is Not Working Properly

Please try the following steps first:

• Make sure your device has enough available storage. https://support.apple.com/108429
• Restart your device.
  • Mac : https://support.apple.com/guide/mac-help/mchlp2522/mac
  • iPad : https://support.apple.com/HT210631
  • iPhone : https://support.apple.com/HT201559
• Reinstall the App.
  If necessary, back up your user presets before deleting the app.
  • Uninstall (Delete the App from your device.)
    • Mac : https://support.apple.com/HT202235
    • iPad, iPhone : https://support.apple.com/HT207618
  • Redownload from App Store
    • https://support.apple.com/HT211841

If the Issue Persists

mail support@icegear.net

Please include the following information when you contact me:

• Product name
• Product version
• Device model
• OS version
• Usage type (please choose one: Standalone / Plug-in / Both)
• Name and version of the host app you are using
• Audio settings of the host app (e.g., sample rate, buffer size)
• Detailed steps to reproduce the issue. If the steps are complex, please use bullet points. You may attach screenshots or videos if needed.

The only personal information required for support is your email address for replying. Please do not include your name or any other personal information.

I will handle your personal information with care, but please make sure not to send unnecessary personal data.

I keep a record of the support content, but I do not store your name or email address. If you contact me again later, I may have already deleted previous emails for privacy reasons. Therefore, even if you have contacted me before, please include all necessary information every time.

Bug Reports

mail support@icegear.net

I sincerely welcome and appreciate all bug reports. I will use them to improve my apps whenever possible. However, I do not offer any rewards for reporting bugs. Thank you for your understanding.

Feature Requests and Suggestions

mail support@icegear.net

I appreciate receiving your suggestions and requests regarding my products and services via email. However, please note the following:

• I take all requests seriously and record them as future reference. At the time I receive a request, I simply log the content and review it more thoroughly at a later time. Therefore, as a general rule, I do not provide feedback on whether the request might be adopted or share my thoughts on it.
• I only record the request content and do not store any personal information (such as your name or email address).
• Even if you ask questions, I will not notify you individually about future updates. I will share any announcements via my website, X, or YouTube.
• I cannot offer any monetary compensation for the ideas you provide.
• Please do not send any ideas or information for which you intend to claim intellectual property rights.
• When sending a request, only your email address for reply is needed. I handle your personal information with care, but please make sure not to share unnecessary data.

Any unpublished information obtained through support, which is not shared via my website or social media, is provided with the expectation that it will be kept confidential unless stated otherwise. As a general rule, you may not disclose such information without permission.