Support
No call centre, no chat. One email, one person, an answer within one working day.
How to reach us
Write to hello@fascicolo.eu or use the form at fascicolo.eu/en/contact. We answer within one working day, Monday to Friday. For questions about a document, quote the declaration number (DoC-…) shown top right in the app.
What you can ask
How to inventory a packaging type, what to tell a supplier who has questions, how to read an issue flagged by the system, how to export and archive documents, how to add types beyond your plan.
What we don't do
We don't give legal advice. Fascicolo collects data and prepares documents; your legal representative signs and remains responsible. For interpretive questions on the regulation we point you to your trade association or a consultant.
Payments and invoices
Payments are handled by Stripe. An invoice is issued within 12 days of payment. For corrections to billing details, write to us before it is issued.
Refunds
Full refund if requested before the first supplier request has been sent. After that, work has started and one-off plans are non-refundable; Custody can be cancelled at any time and stays active until the paid year ends. See the Terms.
Authority requests
If a market-surveillance authority asks for your technical documentation, forward the request: with Custody we prepare the exportable file within 10 days.
Timing
Documents are delivered within 15 working days of your suppliers completing their data. Supplier timing is not in our control; we chase automatically every 7 days.