## sol pbc support · terms

*effective: October 6, 2026 · sol pbc, a Colorado public benefit corporation*

these terms cover the request form at **support.solstone.app**: the place anyone can ask sol pbc for help with solstone, vit, or anything else we make, without signing in. they're between you and sol pbc, and you agree to them when you press send.

if you have a sign-in, the requests you make while signed in at [services.solstone.app/support](https://services.solstone.app/support) are covered by the solstone services terms instead. those cover more.

### the short version

- **no sign-in, nothing to install.** type what's going on and press send. it's free.
- **your email is optional, and it's the only thing that lets us write back.** leave it out and we'll still read your request; we just have no way to reach you.
- **we keep no record of the address your request came from**; Cloudflare's network logs it the way it logs any connection.
- **an AI agent reads your request and drafts our answer, and a person here may read it too.** so send what helps and nothing more.
- **when a request closes, what you sent is deleted.** what's left is a marker with the reference number and its dates, plus a one-way fingerprint that stops a retry being filed twice and is deleted after at least 45 days.
- **we never sell, license, sublicense or lease what you send us, and we never use it for advertising or to build a profile of you.** that's Article 8 of sol pbc's articles of incorporation, not a policy we can quietly change. you can read it at [solpbc.org/articles](https://solpbc.org/articles).
- **there's no guaranteed response time.** we answer as fast as we can.

### 1. what we get

when you press send we receive the subject, the details, which product you picked, and, if they're filled in, the *your versions* box and your email address. we give you a **reference number** for the request. if you start from **report** inside a solstone app, the app fills some of this in for you: the versions you're running and the system they run on (its name, version and chip type), what went wrong, which screen you were on, and the lines it logged about it. all of it is on the form, and you can change or delete any of it before you send. nothing else rides along: not your name, and nothing from your journal or your device that isn't on the form when you press send. **an AI agent reads what you send and drafts our answer, and a person here may read it too.**

**Cloudflare** runs the bot check, our network, and the database behind this form, and it carries mail sent to our support address on its way to our mailbox. the bot check loads in your browser, so Cloudflare sees your connection directly, and we pass the address your request came from to Cloudflare along with the check so it can tell a person from a bot. we never write that address into your request and we keep no record of it ourselves; Cloudflare keeps its own ordinary connection logs under [its privacy policy](https://www.cloudflare.com/privacypolicy/), which we don't access. and if you gave us an email, we write back from a mailbox **Google** runs for us, so your address and our reply live there too. that mail isn't covered by the deletion in section 3, and you can ask us to delete it as well. we send everyone in that path only what they need to answer you, and we put it to no other use. section 2 says the only three ways it ever leaves sol pbc.

if you write to [support@solstone.app](mailto:support@solstone.app) directly instead of using the form, that mail isn't deleted by section 3. it lands in that same mailbox and stays there until we delete it. ask from that address and we will.

### 2. what we do with it, and what we never do

we use what you send to answer you: to work out what happened, to reproduce it, and to fix it. where the fix is worth writing down, we reproduce it on our own systems first and write a knowledge-base article about our own software: what it does, why, and what to do about it. the article is ours and in our words, and it carries nothing about you and nothing you wrote.

**what we never do.** we never sell, license, sublicense or lease what you send us, and Article 8 opens no door to that at all. we never use it for advertising, to build or feed a profile of you, or to track you. for sharing of any other kind, Article 8 opens exactly three doors out of sol pbc:

- to a service provider under a written agreement that binds it to protections no weaker than the covenant itself, and only as far as strictly necessary to provide, maintain, secure or support the service you asked for;
- at your own specific, informed and affirmative direction for that particular thing, never by these terms alone or by a default you didn't change;
- or where the law compels it, in which case the covenant requires us to use reasonable efforts to keep it to the minimum and to notify you unless the law forbids it, and our bylaws add that we resist such demands to the maximum the law allows.

**we never train a model on what you send us.** the covenants stand behind that even though they don't spell it out.

these aren't policies. Article 8 is in sol pbc's articles of incorporation, filed with the state of Colorado. while our founder serves on our board, no change to Article 8 takes effect without his own signature on it. after him it can be amended only to make the protections stronger, or to the least extent some law leaves us no way around.

### 3. how long we keep it

a request stays open while we're working on it. **when it closes, we delete what you sent**: the subject, the details, the *your versions* box, your email address, and every message on it. what remains is a small marker: the reference number, when you sent it, when it closed, and whether you, we, or the clock closed it. the marker holds nothing you wrote.

for **at least 45 days** after a request closes we keep a one-way fingerprint derived from what you sent, so that a retried send is never filed twice. it can't be turned back into your text, and we delete it after that.

if a request is waiting on you and we don't hear back for about 25 days, we post a note on it, and if you gave us an email we send that note to you. five days after that we close the request, which deletes what you sent the same way.

if you gave us an email, you can also sign in at [services.solstone.app](https://services.solstone.app) with that address to see the request and reply there while it's still open. from then on the solstone services terms cover it, and it's deleted with your sign-in.

### 4. your rights

you have the privacy rights your state or country gives you, including the **Colorado Privacy Act**, the **CCPA/CPRA** in California, and the **GDPR** in the EU and UK: to see, correct, delete and port what we hold, and to opt out of sale, targeted advertising and profiling. we do none of those three, for anyone, ever. on those three, sol pbc's covenants go further than any of these laws require, and we extend these rights to everyone, wherever you live.

to exercise any of them, write to [support@solstone.app](mailto:support@solstone.app) with your reference number and, if you gave one, the email you used. **a reference number on its own doesn't prove a request is yours.** if you sent one anonymously, tell us the number and roughly what you wrote. if it matches, we delete it; if we can't tell, we say so and you can appeal. once a request has closed what you sent is already gone, so just send us the number and we'll clear the marker and the fingerprint too. we can't show you what's on a request or change what it says without an email on it; if you gave us one, write from that address and we can usually do the rest. we may ask you to confirm something only you would know.

we'll respond as fast as we can, within the time the law where you live requires: 45 days under the Colorado Privacy Act, with the extensions that law allows. if we take an extension, we tell you why. **if we turn a request down,** you can appeal by replying to that email, and we'll respond to the appeal within 45 days. whether or not you appeal, you can raise it with the [Colorado Attorney General](https://coag.gov/office-sections/consumer-protection/) or the privacy regulator where you live, and nothing here stops you going to court.

### 5. acceptable use

don't use this form to spam us, to harass anyone, or to attack the service. we can rate-limit it and refuse traffic that abuses it. there is no account here to suspend; what we can do is stop taking the traffic.

### 6. as-is, and the legal details

- support is free and provided **"as is" and "as available."** we don't guarantee a response time or an outcome. to the fullest extent permitted by law sol pbc disclaims all implied warranties, including merchantability and fitness for a particular purpose, and is not liable for indirect, incidental or consequential damages arising from your use of this form. **sol pbc's total liability to you for anything arising out of this form is limited to $100.** that cap doesn't apply to what section 2 says we never do, to a breach of the limits on the three doors it describes, or to our promise never to train a model on what you send us. the first two aren't ours to cap by agreement; the third we will not. nothing here limits liability that cannot be limited by law, including for fraud, gross negligence, willful misconduct or personal injury, or any statutory right you have as a consumer.
- these terms are between you and **sol pbc**, a Colorado public benefit corporation, and Colorado law governs them.
- these terms and the [privacy policy](https://solpbc.org/privacy) are the whole agreement between us about this form. if they ever conflict with sol pbc's articles of incorporation, the articles govern.
- **we may update these terms.** the version posted here, with the date it took effect, is the one that applies to a request you send after that date. no change here can weaken the covenants in section 2: those change only the way Article 8 allows, and editing a terms page isn't one of them.
- if a court finds part of these terms unenforceable, the rest still applies. sections 2, 3, 4 and 6 keep applying after your request closes.
- questions: [support@solstone.app](mailto:support@solstone.app).