Last updated 30 September 2026
Email support@tresshaircare.com and a person will read it. Post reaches us at Arslan Ahmad, 128 City Road, London EC1V 2NX, United Kingdom. Tell us what device you are on and what happened, and if a screen looks wrong, a screenshot saves a lot of back and forth.
On your phone first, in the app’s own storage. Some of it can go elsewhere, and the privacy policy sets out each case. Once you say yes to reading with AI — the app asks before anything is sent — a few frames of each scan go over an encrypted connection to a server of ours and on to Google’s Gemini API to be read for your report, your answers and readings go the same way, as words, to word your guide and answer what you ask Tress AI, and one scan photograph goes to be redrawn as the illustration on the Premium screen; our server keeps none of it. Where your version of Tress has backup, a copy of your record is kept in your Tress backup, and your photographs join it only if you switch photo backup on. Opening the subscription screen, on iPhone or Android, asks our subscription provider about this install, as do buying and restoring; if you never open it and never buy, that does not happen. If you tap Report under something the AI wrote, that report — the AI’s text and your reason, never a photograph — comes to us.
Before you wipe the old phone, open Account, then Your backup, and save your progress with Apple or Google. Sign in the same way on the new phone and your record comes back; your photographs come back only if photo backup was on. If your version of Tress has no backup, keep the old phone until you have seen what arrived: on iPhone a device backup carries the photograph files but not the record that describes them.
Settings → Delete all my data — Delete my account and data where you have a Tress backup — deletes every photograph and thumbnail, cancels your reminders, and clears your journey, sessions, routine, journal and answers from this phone. Where you have a Tress backup, it also removes your record and photographs from the backup and deletes the account they were kept under. If you are offline, the backup is deleted the next time the app is online. It does not cancel a subscription: that is done in your App Store or Google Play account. Some things stay on the phone, and the privacy policy lists them. No phone any more? See deleting your account without the app.
Deleting the app on its own does not delete a Tress backup. Deleting the app removes the storage it keeps on the phone; the passcode is held in the phone’s keychain, so turn the app lock off first if you want that gone too.
Subscriptions are billed by Apple or Google, not by us, and are managed in your App Store or Google Play account settings. Cancelling stops the next renewal; access continues until the period you have paid for ends. Refunds are granted by the store you bought from, under that store’s policy.
No. It is a tracking and documentation tool. It does not diagnose conditions, recommend treatments or provide medical advice. Always consult a qualified healthcare professional.