Our customer service commitment
We expect that from time to time customers will have questions, ideas, or complaints relating to their Bionic Ring product, our app, our website, or our procedures. We take all feedback seriously — it directly shapes how we improve our products and service.
Our commitment is simple: we will treat every person who contacts us with respect, acknowledge their enquiry promptly, and work diligently to resolve any issue to their satisfaction. Where we cannot meet an expectation, we will explain why clearly and honestly.
Respond promptly
Every contact receives an acknowledgement within 2 working hours during business hours — not days. We tell you exactly when to expect a full resolution.
Treat you with respect
Every customer is treated with dignity, patience, and without judgement — regardless of the nature of their question or complaint. We expect the same in return.
Resolve, not deflect
Our goal is resolution, not ticket closure. If your first-line agent cannot resolve your issue, it is escalated immediately — not shuffled between departments.
Listen and act on feedback
Every comment, suggestion, and complaint is logged in our quality management system. Trends are reviewed monthly by our product and leadership teams.
Be transparent
If something goes wrong — a delayed shipment, a firmware bug, a billing error — we will tell you what happened, what we're doing, and when it will be fixed.
Support your health goals
We understand that your ring is tracking sensitive health data. We treat health-related support queries with additional care, confidentiality, and expertise.
Response time standards
These are the service-level commitments we hold ourselves to for every contact channel. If we miss these targets, please let us know — and we will escalate immediately.
| Channel | First acknowledgement | Target resolution | Available hours | Best for |
|---|---|---|---|---|
Live Chat |
< 3 minutes | Same session (most cases) | Mon–Fri 08:00–22:00 ET Sat–Sun 09:00–18:00 ET |
App issues, account help, quick product questions |
Phone |
< 5 minutes hold | Same call (most cases) | Mon–Fri 08:00–20:00 ET Sat 09:00–17:00 ET |
Complex issues, returns, billing, complaints |
Email |
< 2 working hours | 1 working day (straightforward) 3 working days (complex) |
Monitored 24/7; replies during business hours | Detailed technical issues, written records, health data |
Contact Form |
< 2 working hours | 1–3 working days | Monitored 24/7; replies during business hours | Formal enquiries, complaints, media, partnerships |
Social Media |
< 4 working hours | Directed to email/chat for resolution | Mon–Fri 09:00–18:00 ET | General questions, product feedback (not for complaints) |
Post |
3 working days from receipt | 10 working days | Business hours only | Legal notices, formal complaints, accessibility needs |
Out-of-hours urgent support: If your Bionic Ring is displaying a persistent health alert or abnormal reading outside of business hours, email urgent@bionicring.com with "URGENT" in the subject line. A member of our on-call team will respond within 2 hours. For medical emergencies, please call your national emergency services.
How to reach us
Choose the channel that works best for your query. All channels connect to the same team — we have no separate outsourced call centre. Every person you speak to is a Bionic Ring employee who uses the product.
Common topics & self-service
Many questions can be resolved immediately through our Help Centre. Browse the topics below to find step-by-step guides, video tutorials, and troubleshooting tools.
Comments, suggestions
& complaints
We expect that from time to time both individuals and organisations will have comments, ideas, or complaints relating to our procedures, policies, or services. We welcome all of these — they are how we improve.
If you have a comment or complaint that cannot be resolved to your satisfaction through our standard support channels, please let us know formally by completing the contact form below or writing to us at the addresses listed in Section 3. Describe your complaint clearly and, if appropriate, tell us what you think we could do to sort things out.
or email: cco@bionicring.com
Our commitment on complaints: Bionic Ring will record and manage all comments and complaints received through our Quality Management System. We will send an initial acknowledgement within 2 working hours to inform you of the anticipated time for a detailed response. We will always try to resolve the problem to your satisfaction. All complaint data is reviewed monthly by our leadership team to identify systemic issues and drive product improvement.
Frequently asked questions
Answers to the questions our team receives most often. If your question isn't covered here, please reach out through any of the channels in Section 3.
Most Bluetooth syncing issues can be resolved in 3 steps: (1) Place your ring on the charging pad for 30 seconds, then remove it — this resets the BLE radio. (2) On your phone, go to Bluetooth settings, forget the "Bionic Ring" device, then re-pair. (3) Force-close the Bionic Ring app and reopen it.
If the issue persists, check that your phone's OS is up to date and that the Bionic Ring app has Bluetooth permission granted in your device settings. If you still cannot sync after these steps, contact us via live chat and our team can run a remote diagnostic.
To start a return, go to your account at app.bionicring.com/orders or email returns@bionicring.com with your order number. We will send you a pre-paid return shipping label within 1 working day.
Your ring must be returned in its original packaging with all accessories. Once we receive and inspect the return, we will issue a full refund to your original payment method within 5–10 business days. Please note that personalised rings and sizing kits are non-returnable.
Your Bionic Ring comes with a 2-year limited hardware warranty from the date of purchase. This covers manufacturing defects in materials and workmanship, sensor malfunctions, charging faults, and structural failure under normal use conditions.
The warranty does not cover damage caused by accidents, misuse, unauthorised modifications, or normal wear and tear (such as scratches to the ring's exterior). Water damage is covered up to the IPX8 rating (100m) — damage from exposure beyond this depth is not covered.
To make a warranty claim, contact us with your order number, a description of the fault, and a photo or video if applicable. We will assess your claim within 3 working days and arrange a replacement or repair at no cost if the fault is covered.
Yes. The Bionic Ring app is available for iOS 15+ (iPhone 8 and above) and Android 10+ (with Bluetooth 5.0). Your ring is linked to your Bionic Ring account, not your phone, so you can switch between iOS and Android devices freely by simply installing the app and signing in.
Note: some features — such as Apple Health integration and certain notification types — are platform-specific and may not be available on both operating systems. A full feature comparison by platform is available in our Help Centre.
Yes — Bionic Ring is eligible for purchase with Flexible Spending Account (FSA) or Health Savings Account (HSA) funds in the United States. At checkout, you can pay directly with your FSA/HSA debit card.
If your plan requires a Letter of Medical Necessity (LMN), contact your plan administrator. We can provide product documentation to support your claim. For assistance with FSA/HSA purchases, email billing@bionicring.com.
You can cancel your membership at any time from within the app: go to Account → Membership → Cancel Membership. Your premium features will remain active until the end of the current billing period — we do not issue partial-period refunds unless required by law.
If you have already been charged for the next period and cancel within 14 days of that charge, you may be entitled to a refund under UK and EU consumer rights law. Contact billing@bionicring.com within 14 days and we will assess your request.
Bionic Ring is a consumer wellness device and is not a medical diagnostic tool. An unusual reading — such as a very high or very low heart rate, an elevated temperature, or an irregular rhythm alert — may be caused by sensor positioning, vigorous activity, illness, or a genuine health event.
If you receive a persistent alert or a reading that significantly deviates from your personal baseline, we recommend: (1) checking that the ring is properly positioned (sensors against the palm side of your finger), (2) taking a rest for 10 minutes and rechecking, and (3) consulting a healthcare professional if the unusual reading persists or you feel unwell.
If you believe you are experiencing a medical emergency, call your national emergency services immediately. Do not wait for a response from Bionic Ring support.
You can permanently delete all health and biometric data we hold about you directly within the app: go to Account → Privacy & Data → Delete All Health Data. This action is irreversible and takes effect immediately. Deletion is complete within 30 days from our backup systems.
If you also want to delete your account, go to Account → Delete Account. This will delete your profile, health data, and purchase history (except records we are legally required to retain for tax purposes). For Bionic Eve users, cycle and reproductive health data can be deleted independently via Account → Privacy & Data → Delete Cycle Data.
Our service quality scores
We publish our customer satisfaction metrics quarterly. These figures are from the most recent quarter (Q1 2026) and are based on post-interaction surveys sent to all customers who contacted us.
Global support offices
Our support team operates across three time zones so that customers in every region receive prompt, locally-aware service.
Rosenheimer Str. 143C
81671 Munich
+49 89 2154 7700
support-eu@bionicring.com
Send us a message
Use this form to contact us for any enquiry — general questions, complaints, feedback, media requests, or partnerships. All form submissions are acknowledged within 2 working hours and resolved within 1–3 working days depending on complexity.