Privacy Policy

Apart from the update check described below, the SoloSnap Mac app does not automatically collect personal information, analytics, usage activity, device or advertising identifiers, location, payment information, or the contents and identifying details of files handled by the app. Your recordings, screenshots, file names, and folder paths are not sent unless you attach a file to a ticket or message you submit.

Information you deliberately submit through an optional website or support service is covered by the separate sections below, not by the Mac app's local processing.

Capture, recording, conversion, archive, and file-management features run on your Mac. The app does not send the content it handles to a remote server for processing.

You choose where locally created or processed files are saved and whether to move, share, or delete them.

Your files belong to you.

Files created, opened, converted, recorded, or otherwise handled by the Mac app remain on your Mac unless you choose to move, share, upload, transmit, or delete them yourself.

SoloSnap does not inspect, access, upload, transmit, or remotely process their contents through the Mac app. A file you deliberately submit through a website or support service is handled under that service's disclosures below.

The Mac app, including MobilityCore, AppCore, and CameraCore, currently works without an account for its local features. Apart from automatic update checks, it connects to our website and support services only when you use a feature that needs them:

• Signing in. If you choose to sign in to your SoloSnap account, the app opens our website so you can sign in securely there, and then links your account to the app.
• Support tickets. When you submit or check a support ticket from the app, it sends the details you enter and any files you choose to attach.
• Support Live Chat. The app checks whether Support Live Chat is available and connects when you start a chat.
• Other support tools. When you use another support feature in the app, it sends only what that feature needs.
• Update checks. The app checks for updates, sending its version and update channel. We record the result and your IP address for abuse limits, and delete these records after 30 days.

Like any internet request, these connections include technical information, as described in the Our Website section. Information you send through these features is handled as described in the SoloSnap Accounts, Support Page and Support Submissions, and SecureDrop and Support Live Chat sections.

SoloSnap may request macOS permissions depending on the features you use.

These permissions may include:

• Screen recording permission
• Microphone permission
• Camera permission
• File and folder access permission
• Accessibility permission, if required for specific app behavior

These permissions are controlled by macOS. Granting a permission allows SoloSnap to perform the requested local feature on your Mac. Granting a permission does not by itself send your files.

You can review or change permissions at any time in macOS System Settings.

SoloSnap may store app preferences locally on your Mac.

These preferences may include settings such as capture options, save location choices, interface preferences, recording options, or other local app configuration values.

These settings are stored locally and are not sent to SoloSnap or to any third party by the SoloSnap app.

SoloSnap does not collect crash reports directly through the app.

macOS or Apple may separately collect crash reports or diagnostic information depending on your device settings, Apple account preferences, and Apple's own privacy practices. Any such collection is handled by Apple, not SoloSnap.

If you deliberately send crash details or diagnostic materials through a support channel, SoloSnap may store and use them for support and troubleshooting purposes.

When you visit our website, we and our hosting and security providers process standard technical information, such as your IP address, browser type, and the pages you request, to deliver the site, keep it secure, and protect it from abuse. In this Privacy Policy, "technical information" means this kind of information.

When you submit a form, post a comment, or use certain other features, we may store technical information with that record. We also use it to limit how often a form or feature can be used, which helps prevent spam and abuse. Some forms use a security check from a third-party provider to prevent spam and abuse. When you use one of these forms, the provider receives technical information from your browser, including your IP address, to complete the check.

Our website and app may link to other websites and services. When you visit them, their own privacy practices apply, and we aren't responsible for those practices.

A SoloSnap account is optional. You need one to use Web Tools, type your own questions in Frame AI, book a private support appointment, or sign in to the Mac app. When you're signed in, you can also see the support tickets linked to your account email address.

When you create an account, we collect your full name, email address, and password, and we assign you a username. We verify your email address with a one-time code. Your account becomes active once you set up two-step sign-in with an authenticator app, so we store what's needed to check your authenticator codes, along with a set of backup codes. Passwords, backup codes, and one-time email codes are stored in a protected form, never as readable text.

To help protect your account, we keep a security log of account activity, such as sign-ins, failed sign-in attempts, and changes to your security settings, along with the approximate location (city, region, and country) of each sign-in. To limit repeated failed attempts, we keep protected (hashed) versions of the IP address and sign-in identifier used, not the readable values. Repeated failed attempts can temporarily pause sign-in for that account.

If you lose access to your authenticator app, you can use a backup code or ask us to reset two-step sign-in. We use the details you provide only to review and complete that request, which may include emailing you a temporary password.

You can request deletion of your account from your account dashboard. We'll confirm the request by email before your account is removed.

Web Tools are browser-based SoloSnap tools for tasks such as converting, compressing, and archiving files, editing audio and video, redacting images, and turning text into speech. They require a signed-in SoloSnap account.

Every Web Tool processes your files entirely in your browser. Your files and the text you enter aren't uploaded to us.

The first time you use some tools, such as the media converter, audio converter, and editors, your browser downloads the tool's processing engine from unpkg.com, a public content delivery service. Your files are never sent to it, but like any website you visit, it receives standard technical information such as your IP address.

The text-to-speech tool uses the voices built into your browser. Some browsers also offer online voices. If you choose one, your browser may send the text to its provider under that provider's own privacy practices.

To help us find and fix problems, each tool sends us a short report when an operation succeeds or fails. A report includes the tool and operation, whether it worked, basic technical details such as the output format, number of files, file sizes, character count, or settings used, and a description of any error. Reports never include your files, their contents, or their names. They're deleted automatically after 30 days. To apply fair-use limits, we also record which tool your account used and when.

Frame AI is a product assistant available on our website. It answers questions about SoloSnap and its features using our product documentation and knowledge base. Frame AI is separate from Support Live Chat: when you use Frame AI, you're talking with an automated assistant, not a member of our support team. Our team can, however, review Frame AI conversations for a short time, as described below.

Information we process when you use Frame AI

When you use Frame AI, we process:

• Your questions and Frame AI's answers. If you're a guest, your question is the suggested prompt you select. If you're signed in, it's the question you type. Typed questions can be up to 500 characters long, and anything beyond that is not processed.
• Email verification (if you're a guest). Before you can use Frame AI as a guest, you verify your email address with a six-digit code we send to it. We keep your email address, the guest identifier it was verified with, a protected copy of the code that can't be read back, the number of attempts, the suggested questions offered to you, and related dates and times. A verification lasts 24 hours on that browser.
• Account information (if you're signed in). We use your SoloSnap account to confirm you're signed in, to allow typed questions, to apply per-account usage limits, and to label your saved conversations with your username. If you choose to file a support ticket through Frame AI, we also use your account name and email address, as described below.
• Guest identifiers (if you're not signed in). We assign your browser a random guest identifier, stored in a cookie and in your browser's local storage, to apply guest limits. Once you verify your email address, this identifier is linked to that email address.
• Usage records. We record when questions are asked, along with the related account or guest identifier, so we can apply usage limits.
• Technical information. We process your IP address and basic request information to help prevent abuse, limit verification-code requests, and enforce fair-use limits on guest access.

Frame AI is text only. It doesn't collect voice or audio input.

Saved conversations

We save Frame AI conversations for a short time. A saved conversation includes each question, each answer (up to 4,000 characters), the date and time of each, your account or guest identifier, and a label showing your account username if you're signed in, or a partly hidden version of your verified email address if you're a guest. Questions asked close together are grouped into one conversation.

Our team may review saved conversations to improve Frame AI's answers, find and fix problems, and follow up on support needs.

Our team may also receive short notifications about Frame AI activity, such as when a question is asked, a guest verifies an email address, or a usage limit is reached. These activity notifications include only a label identifying your account or your partly hidden email address and, for a question, a short preview of about the first 80 characters. They don't include Frame AI's answers.

Saved conversations are deleted automatically 48 hours after the last message in the conversation. After that, the short question preview described above is the only part of the conversation we keep, unless you included the conversation in a support ticket or bug report you chose to submit.

How Frame AI answers questions

Frame AI generates answers automatically from your question and relevant SoloSnap product information. If you ask Frame AI to help prepare a support ticket, it uses your recent Frame AI conversation to prepare the draft. Frame AI's answers are generated by a third-party service provider that we don't own or operate. It processes your question, relevant product information, and, when you ask for help with a ticket, your recent Frame AI conversation, on our behalf, only to generate a response.

Answers may sometimes be incomplete or inaccurate. Please don't rely on Frame AI for decisions about your account or security. For those, contact our support team.

Please don't include passwords, payment details, or other sensitive personal information in your questions. Frame AI doesn't need this information to answer product questions.

How we use Frame AI information

We use the information described above only to provide, operate, secure, and improve Frame AI and our support, including:

• Generating responses to your questions
• Verifying guest email addresses
• Applying usage limits for guests and signed-in users
• Reviewing saved conversations to improve answers and support
• Preparing and filing support tickets and bug reports that you choose to submit
• Detecting and preventing misuse of the service
• Troubleshooting and keeping Frame AI working reliably

We don't sell your Frame AI questions or conversations, and we don't use them for advertising. We don't use them to train AI models. They're used only to operate and improve the service as described here.

Usage limits

To keep Frame AI available and fair for everyone, we apply usage limits. Guests verify their email address, can choose from suggested prompts only, and have a limited number of free questions before they need to sign in. Signed-in users can type their own questions, subject to an hourly limit. Frame AI tracks its own usage, separately from Web Tools: we count the questions each guest and signed-in account asks and keep those usage records to apply these limits.

Availability

Frame AI isn't always available. Whether it's offered can depend on whether Support Live Chat is online, it may run on a schedule shown in the Frame AI tab, it may be briefly unavailable for maintenance, and we may turn it off at any time. When Frame AI is unavailable, it doesn't receive or answer questions.

Support tickets and bug reports

Conversations with our support team are covered by the SecureDrop and Support Live Chat section.

If you're signed in, Frame AI can help you file a support ticket. It prepares a draft from your conversation, and you review it, complete the required details (such as the app, app version, and macOS version), and decide whether to submit it. Nothing is filed unless you submit it. A submitted ticket is filed under your account name and email address, records your IP address, and is handled like any other support request under the Support Page and Support Submissions section. We'll send a confirmation to your email address. Frame AI can't view, update, reply to, or close tickets.

Verified guests and signed-in users can also report a problem with Frame AI itself. A bug report is filed as a support ticket under your verified or account email address, and you can choose to include your recent Frame AI conversation with it.

Tickets and bug reports filed through Frame AI are subject to the same daily limits as our contact form and to the support access rules described in the Support Records and Support Access section.

How long we keep Frame AI data

• Saved conversations are deleted automatically 48 hours after the last message.
• Usage records are deleted automatically 30 days after they're created. Guest usage is counted over the same rolling 30-day period.
• Guest email verification records, including your email address, are deleted automatically 30 days after you request a code.
• Team notifications, including the short question preview, are kept only as long as reasonably needed to operate and support Frame AI.
• Tickets and bug reports you submit through Frame AI are kept as support records, as described in the Retention of Submitted Information section.

You can clear the guest identifier at any time by clearing your browser's cookies and site data for our website.

Your choices

Using Frame AI is optional. You can use Support Live Chat, submit a support ticket, or browse our Knowledge Base instead. If you have questions about the information processed through Frame AI, would like a saved conversation deleted early, or would like to exercise any of the rights described in this Privacy Policy, contact us using the contact details provided in this Privacy Policy.

You can reach us through the contact form, support tickets, or our Vulnerability Disclosure Program.

Depending on the form, we receive your name, email address, phone number where the form asks for one, the app and app version, your macOS version, a subject and description of the issue, any messages or files you choose to include, and technical information. For a vulnerability report, we also receive the details you provide about the issue, such as the affected product, steps to reproduce it, and its potential impact. We don't collect files or other content from your Mac unless you choose to include them.

We use this information to review, respond to, and resolve your request, to send you updates about it, and to keep support records. We don't use it for advertising or marketing. To prevent spam, we apply daily limits to submissions.

You can check a ticket with its ticket number and email address, or through a secure link we email you. When you open a ticket link, we record technical information to help keep ticket access secure. Each submission is also connected to your support record, as described in the Support Records and Support Access section.

Copyright complaints and counter-notices. If you submit a copyright complaint or counter-notice through our copyright form, we receive your name, email address, a description of the copyrighted work or the removed material, links to the material on our website, any additional details you add, your typed signature, and your confirmation of the required statements. A phone number and mailing address are optional for a complaint and required for a counter-notice, which also includes your consent to jurisdiction. We also record your IP address and browser information, as we do for vulnerability reports. The form doesn't accept file uploads.

We use this information to review and respond to your submission and to keep a record of it, and we email you a confirmation with a reference number. We may share your complaint, including your name and contact details, with the person who posted the material so they can respond.

Please include sensitive personal information only when your request truly needs it.

SecureDrop is a temporary, approval-based way to send files for an existing support ticket or vulnerability report. When you request or use SecureDrop, we receive the ticket or report number, the matching email address, an optional note about the purpose, verification and access records, technical information, and the files you upload. Accepted files are attached to the related ticket or report and kept as private support materials.

SecureDrop links, codes, and upload windows may expire or be revoked. Ending access stops further uploads but doesn't delete files already attached to a ticket or report.

Support Live Chat is a verified, real-time conversation with our support team. To provide it, we receive your name, email address, the topic you choose, verification and session details, your place in the queue, your messages and any attachments you choose to share, and your transcript preference. If you request a transcript, we send it to your verified email address.

If Support Live Chat is offline, your message becomes a support ticket, or a vulnerability report if you choose the security topic, and is handled as described in the Support Page and Support Submissions section.

If you choose to rate a chat or leave feedback after it ends, we keep your rating and any comments with your email address and chat reference.

Private support appointments are one-on-one text sessions with our support team for an existing support ticket. They're offered by invitation, and you book one while signed in to the SoloSnap account that matches the invited email address.

When you book, we receive the time you choose and your ticket number, along with your account name and email address, and we email you a confirmation with a check-in link. When you check in, you confirm your full name, email address, and ticket number, and you wait in a private waiting room until our team admits you.

During the appointment, we receive your messages and any files you share. Each file is shared only after our team approves it, and we keep its name, size, and type with the file. We also keep a record of the appointment, including its scheduled and actual times, its status, how it ended, a log of key steps such as booking, check-in, shared files, and transcript requests, and any notes our team adds. If you request a transcript, we send it to your email address.

Appointment records are support records and are kept as described in the Retention of Submitted Information section.

To comment on a blog post, you verify your email address with a one-time code. We store your display name, email address, comment, and technical information. Your display name and comment appear publicly, but your email address doesn't.

We use a small number of cookies and similar browser storage that our website needs to work. They keep you signed in, remember preferences such as your theme, and support Frame AI guest access as described in the Frame AI section. We don't use advertising or cross-site tracking cookies.

Support Live Chat uses an essential session cookie to keep your chat connected. Our tips page shows Ko-fi's payment form, which loads from Ko-fi and may set Ko-fi's own cookies. Ko-fi handles those under its own privacy policy, and we don't use them.

You can clear cookies and site data in your browser settings at any time. If you do, you'll be signed out, and some features may ask you to verify again.

We rely on trusted service providers to run our website and services. Depending on the feature, they provide:

• Website hosting, content delivery, and security, including a spam-prevention check on some forms
• Delivering the processing engine some Web Tools download the first time you use them (unpkg.com), as described in the Web Tools section
• Databases, sign-in, and file storage (Lovable Cloud)
• Email delivery
• Generating Frame AI answers, as described in the Frame AI section
• Messaging tools our team uses to receive notifications and respond to support requests

These providers process information only as needed to provide their services to us. We don't permit them to use your information for their own advertising or marketing.

We may also disclose information when the law requires it, or when it's necessary to protect SoloSnap, our users, or others.

We offer optional one-time tips and optional monthly memberships through Ko-fi. Our tips page shows Ko-fi's own payment form, which loads from Ko-fi when you open the page and is handled by Ko-fi under its own privacy policy. All payments are processed by Ko-fi, and we don't receive or store your card or bank details.

We receive only the information Ko-fi shares with us about your tip or membership, such as your supporter name, email address, payment or membership details, and membership tier. We use it only to acknowledge your support and answer payment or membership questions. We never use it for advertising, and we never sell it.

Tips and memberships are optional and don't affect your access to SoloSnap's apps, website, features, or support.

We keep information only as long as reasonably necessary for the purposes described in this Privacy Policy, such as providing the service you requested, keeping support records, maintaining security, preventing abuse, and meeting legal obligations.

Some information is deleted automatically on a fixed schedule: Frame AI data, Web Tools reports, and Mac app update-check records, each as described above. Other information, such as account details, support tickets, chat and appointment records, SecureDrop files, blog comments, and records used for security and abuse prevention (IP addresses kept for abuse limits, sign-in history, and Web Tools usage counts), doesn't have a fixed retention period and is kept only as long as it's reasonably needed for those purposes. Resolved tickets may be archived rather than deleted, so they stay available if you need help again. Support records are covered in the Support Records and Support Access section.

To ask us to delete information you've submitted, contact us. We'll honor your request, except for information we need to keep to maintain security, prevent repeat abuse, or meet legal obligations.

We take reasonable measures to protect the information you share with us, including required two-step sign-in for accounts, approval-based file sharing, and access limited to team members who need it. However, no online service, storage system, or transmission method can be completely secure.

Files on your Mac stay under your control, so we recommend protecting your device, choosing secure save locations, and thinking carefully before sharing files with others.

SoloSnap isn't directed to children under 13, and we don't knowingly collect personal information from them. If you believe a child has shared personal information with us, please contact us and we'll delete it.

You're in control of how you use SoloSnap. You decide whether to grant macOS permissions, create an account, use our website services, or contact support, and what information or files to share with us.

Depending on where you live, you may have the right to request access to, correction of, or deletion of your personal information, or to learn how it's used. To make a request, contact us using the details in the Contact section. We may need to verify your identity first, and we'll respond as required by applicable law.

We don't sell personal information or share it for cross-context behavioral advertising. We don't use sensitive personal information for purposes that would give you a right to limit its use under California privacy law.

You can reach us in several ways: the contact form, support tickets, the Vulnerability Disclosure Program, SecureDrop, and Support Live Chat. So that a conversation you start in one place can be recognized in another, we keep one internal support record per person, matched by the email address you use.

Your support record contains an internal reference we generate, the email address you contacted us from, your name if you provided one, and whether your support access is active or restricted. The internal reference isn't derived from your name or email address, is used only by our team, and is never shown to you or included in the emails we send you.

If support access is temporarily suspended or permanently restricted, we record when that happened, when any suspension ends, and the reason, if one was given. We'll let you know by email. Restrictions apply to the support record itself, so changing your browser, device, or network doesn't affect them.

We keep support records so we can recognize returning contacts and prevent repeat abuse. If you'd like your support records removed, contact us and we'll take care of it, except for anything we need to keep to prevent repeat abuse.

We may update this Privacy Policy from time to time. When we do, we'll post the updated version here with a new "Last Updated" date. If you continue to use SoloSnap after an update is posted, the updated Privacy Policy applies.

If you have questions about this Privacy Policy or SoloSnap's privacy practices, please get in touch through our support page or email us at support@solosnap.app.