Service Availability Statement
Last Updated: October 13, 2026
This statement explains how Genie9 LTD (“Genie9”, “we”, “us”) runs the Nygma service. It replaces our earlier Service Level Agreement. It is not a service level agreement: Nygma has no uptime guarantee and no service credits. It applies to every plan, free and paid, and is part of the Nygma Terms of Service.
1. Best-Effort Availability
1.1 What We Aim For
We work to keep Nygma available and working well, on a best-effort basis. We do not guarantee that Nygma, or any part of it, will be available at any particular time, without interruption, at any particular speed, or free of errors.
1.2 No Uptime or Performance Commitments
- • We do not commit to any uptime percentage, response time, upload or download speed, or sync time.
- • We do not guarantee that data stored in Nygma will never be lost, damaged or unavailable.
- • Push notifications and chat delivery depend on your device, your connection and on Apple and Google, and may be delayed or not arrive.
1.3 What Nygma Depends On
Nygma relies on things we do not control, including:
- • our hosting and email provider (Amazon Web Services)
- • Apple and Google (app stores, sign-in, purchases and push notifications) and Stripe (website payments)
- • your device, its operating system and your internet connection
Problems with any of these can make Nygma slow or unavailable.
2. Maintenance and Changes
2.1 Maintenance
- • Planned maintenance may happen at any time. We try to announce long planned maintenance in advance, but we do not have to.
- • We may carry out urgent maintenance, including security fixes, without notice.
2.2 Changes to the Service
We may change, suspend or remove features, or stop supporting older app versions, operating systems or devices, as described in the Terms of Service and the End User License Agreement.
3. No Service Credits or Compensation
- • We do not give service credits, refunds, discounts or any other compensation for downtime, outages, maintenance, slow performance, failed or interrupted uploads, downloads or syncs, or delayed notifications or messages.
- • This applies to every plan, free and paid. Our Refund & Cancellation Policy explains refunds.
- • Nothing in this statement affects rights that the law gives you as a consumer and that cannot be excluded.
4. Your Responsibilities
4.1 Keep Your Own Copies
Nygma is not a substitute for your own backups. Keep copies of important files somewhere other than Nygma, so that an outage, a mistake or a lost drive password does not cost you your only copy.
4.2 Keep Your Passwords and Recovery Phrases
Drive passwords stay on your device, and we cannot reset or recover your drive passwords, drive recovery phrases or chat recovery phrase. If you lose a drive’s password and its recovery phrase, the data in that drive is gone for good.
4.3 Things That Delete Data by Design
- • Files in Trash are deleted for good after 30 days.
- • If you turn on Time Bomb, Nygma permanently wipes your data after the period of inactivity you choose.
- • Chat messages and attachments that cannot be delivered within 30 days are deleted from our servers and will not arrive.
5. Support and Service Status
5.1 Service Status and Support
To ask whether Nygma is having a problem, or to report one, email support@genie9.com. Support is by email. We answer as soon as we reasonably can, but we do not promise a response time for support requests.
5.2 The Response Times We Do Promise
- • Reports of abuse, illegal content or child safety concerns sent to abuse@genie9.com are acknowledged within 48 hours.
- • Data protection requests sent to privacy@genie9.com or dpo@genie9.com are answered within the deadline the law sets (one month, which the law allows us to extend in some cases).
6. Liability
Our liability for problems with the service is limited as set out in the Terms of Service and the End User License Agreement. Nothing in this statement limits or excludes liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited or excluded by law.
7. Contact Information
Genie9 LTD
3 Shortlands
London W6 8DA
United Kingdom
Support and service status: support@genie9.com
Legal: legal@genie9.com
This Service Availability Statement was last updated on October 13, 2026. Please check this page for the current version.