Email is the official support channel. We ordinarily acknowledge a complete request within five business days, although complex, security, vendor, or app-store matters may take longer.
1. Contact support
For privacy requests: privacy@softdlab.com
For legal notices: support@softdlab.com
Support is currently provided by email. We do not offer a public telephone support line. Never rely on an unsolicited message, social-media profile, or telephone caller claiming to be Soft-D Lab support.
2. Information that helps us resolve an issue
Please include only what is reasonably necessary:
- the App name and whether you use iOS, iPadOS, Android, or the Website;
- the App version and operating-system version;
- a concise description of what happened, what you expected, and steps that reproduce it;
- the approximate date and time, including your time zone;
- an order or transaction reference if the request concerns a purchase, but not full payment-card details; and
- a screenshot with unrelated personal information redacted, if it helps explain the issue.
Soft-D Lab will not ask by email for your password, authentication code, private key, complete payment-card number, bank password, or government identification number. Do not send sensitive user content or another person’s data unless we specifically explain a secure and lawful need.
Support correspondence is handled under our Privacy Policy. We may ask a limited follow-up question to identify an affected app installation or purchase. We will use a proportionate verification method before disclosing or deleting data.
3. Privacy and account deletion
The current consumer Apps do not create Soft-D Lab user accounts. If you want us to delete support correspondence or SDK data that can reasonably be linked to your installation, use the Account and Data Deletion page or email privacy@softdlab.com.
For access, correction, objection, portability, sale/share opt-out, or another privacy right, state your jurisdiction and the right you want to exercise. You will not receive discriminatory treatment for making a valid request.
4. Purchases, subscriptions, and refunds
Apple or Google normally processes an in-app purchase or subscription. Soft-D Lab does not receive your full payment-card details. Include the store, App, product, purchase date, country, and redacted transaction reference when contacting us.
- Apple: manage subscriptions at Apple Subscriptions and request an eligible refund through Apple’s purchase-support process.
- Google Play: manage subscriptions at Google Play Subscriptions and use Google Play’s order-support process where applicable.
Deleting an App or submitting a data-deletion request does not cancel an App Store or Google Play subscription. See our Subscription Terms.
5. Security reports
Send a suspected vulnerability to support@softdlab.com with “Confidential security report” in the subject. Describe the affected URL or App version, impact, and safe reproduction steps.
Act in good faith: do not access more data than necessary, alter or destroy data, disrupt availability, use social engineering, demand payment as a condition of non-disclosure, or disclose a vulnerability before we have a reasonable opportunity to address it. We will acknowledge useful reports and coordinate remediation where practicable.
6. Service and support availability
Availability can be affected by maintenance, app-store review, device configuration, connectivity, or a third-party platform. The public Orchard Core status endpoint is available at /softdlab/status, but it is not a complete real-time incident dashboard.
Support is not an emergency service and the Apps must not be used as the sole means of obtaining emergency, medical, safety, financial, or legal assistance. For an immediate threat to life or property, contact the appropriate local emergency service.
Support is provided under the Terms of Use. Statutory consumer rights and app-store remedies remain available where applicable.