Keeping Your Information Safe
Welcome to the Soluna Family!
Privacy means keeping your personal information tucked away where only the right people can see it. At Soluna, our goal is to make you feel supported and safe every time you visit us!
Important Safety Rules:
- Our app is for kids who are 13 years old or older.
- If you are under 13, please do not use the app or give us your info
- If you need extra help, like counseling, we will email your parents from parentalconsent@solunaapp.com to make sure you are looked after.
Your Information
Your information is how we know who you are. We need this info to make the app work for you:
- Name & Username — To set up your account.
- Birthday — To check you are the appropriate age to use our services.
- Email Address — For updates.
- Zip Code — To offer help available in your area.
- Language — So we can speak to you clearly.
- School Name — To know which student groups we help.
- Interests & Pronouns — To personalize your experience.
We collect this to match you with trained helpers. The app also automatically learns simple things, like what phone you use, to keep the community safe.
Website Cookies
We use "Cookies" to remember you and make your experience with our app as easy as possible. Here’s what we use and what they do:
- Essential Cookies: These are necessary for the app to work properly. Without them, the "machinery" of the website would not turn!
- Analytics Cookies: These help us see if you are getting lost in the app. It is like a map that shows which parts you like and which are confusing, so we can make the app better for you.
- Advertising Cookies: We will never sell your info for money! However, we sometimes use basic cookies to show Soluna ads on other websites.
- Privacy laws may call this “selling” your data, even if no money is exchanged. Our ad partners can only use this info to show our ads. If you do not want this, just click "Your Privacy Choices" at the bottom of our website or email us at privacy@kooth.com to opt out.
The Soluna Golden Rule
We NEVER sell your personal for money.
We only share info with "Trusted Partners" who help us run the app safely. They must follow strict rules to keep your information safe.
The Human Safety Guard
Every forum post and journal entry is checked by a real human before posting. This ensures your safety and the safety of our community.
Real People, Not Robots!
We don’t let robots (algorithms) make big decisions about you. At Soluna, real humans handle your account and care because your feelings are too important for a machine.
The Digital Vault
We lock your info in a Digital Vault using encryption that makes it unreadable to someone who shouldn’t have access. We use guards and change our digital keys often to keep the lock strong.
Hanging on to Your Information
Why We Keep Your Info (And may not be able to delete it)
Usually, privacy laws let people ask to delete their data. But because your Soluna chats and notes are highly confidential, we must keep them safe to follow professional guidelines and keep you protected.
Because of these strict safety rules, you may ask us to delete your information, but we won’t always be able to do it.
Here is what we do instead:
- We lock it up: If you close your account, we freeze your chats and put them in our secure Digital Vault so nobody can see them.
- We guard it: We keep your records safely locked away for a set number of years in case you ever need them again.
- We use anonymized info: We might use totally blank statistics (with your name and details completely removed) to help make Soluna better.
You’re in Control
You have control over your information and these rights:
- Know: You can ask us to show you exactly what information we have about you.
- Fix: If we have something wrong (like the wrong spelling of your name), you can ask us to fix it.
- Stop: You can leave anytime by deactivating your account in settings.
- Limit: If we ever collect extra-sensitive details (like your precise location), you can tell us to stop using them. We only use this info to keep you safe and make the app work, but you can always email us at privacy@kooth.com if you want us to limit it.
- Ask: You or your parents can ask to see or delete your data entirely. See Section 8 “Hanging on to Your Information” to learn more about what happens when we receive a deletion request.
What If We Say No? (Your Right to Appeal)
If we ever have to turn down a privacy request (like a request to delete your notes), we will email you to explain why. If you disagree with our decision, you can ask us to double-check it! Just reply to our email with the word "Appeal" in the subject line.
Need a Hand?
If you have questions, talk to Rachel Thompson, our Privacy Champion:
- By Snail Mail: Attn: Rachel Thompson, 1 South Dearborn Street, Chicago, IL, 60607.
- By Phone: Call us toll-free at (844) 582-2111.
- By Email:privacy@kooth.com
We are so glad you are here! If any of this feels confusing, please ask a grown-up to help you read through it again or contact Rachel. We are here to help you shine!
