Privacy Policy

Who we are

Charm Lab is operated by Tenhauser Holdings LLC, based in California, United States. For privacy questions or requests, email charmlabsupport@proton.me. This policy covers charmlabstudios.com and the Charm Lab service.

What we collect and why

Account information: sign-in identifiers, email address and available profile details help us authenticate you, maintain your credit balance, and provide support. Google Firebase handles authentication. If you connect Patreon, we receive the membership information and authorization needed to verify your access.

Billing information: Stripe processes payments. We keep payment references, purchase and subscription status, and credit transactions to deliver paid access, handle refunds, and prevent misuse. Card details are entered with Stripe, not in the Charm Lab editor.

Artwork and settings: SVG previews are generated in your browser. Exporting sends a rendered artwork snapshot and model settings to our server to generate the print kit. PNG conversion sends image data and conversion settings to our processing service. Selecting a file for a local preview is not the same as submitting a support attachment.

Optional error reports: you can choose to send an error message, a failing PNG or SVG, and optional notes for private troubleshooting. Files are not automatically attached. Diagnostic files and notes are deleted after 14 days; this is separate from ordinary support-ticket attachments.

Support and rewards: we store messages, contact details, reward submissions, and the settings or files you choose to submit. Screenshots are optional; screen capture requires your browser permission. Authorized administrators can review submitted attachments to investigate your request.

Usage and security: we record signed-in activity, creation types, editing-tool use, membership category at use, upload activity, conversions, failures, and export transactions to operate the service and understand demand. Workflow reliability reports also record limited technical metadata for signed-out visitors, including the failing step, outcome, browser version, file type/size, selected numeric settings and a random session reference. These automatic records do not contain artwork, filenames, typed design text or support notes. Hosting and authentication providers may still process IP addresses, device information, and request logs for operation and security.

Cookies and storage on your device

We use cookies for measurement units and design preferences, and browser storage for sign-in, referral codes, and design recovery. Preference cookies are set for up to one year. Referral codes are kept locally for up to 30 days. Session-based design recovery is not an online project library or a permanent backup. Save project downloads an editable file to your device; Open project reads that file locally.

You can clear site data through your browser. Doing so can sign you out and remove saved preferences, referral information, and local recovery data. These storage features are separate from marketing subscriptions; signing in does not subscribe you to marketing emails.

AI support

When you choose to use AI support, your question, a bounded portion of the conversation and our support guidance are sent to OpenAI to generate a reply. You can explicitly attach and confirm one image for a question. The image is resized and sent to OpenAI for that reply. Image files and filenames are not saved in chat history or automatically attached to support tickets; only a sharing marker and dimensions remain. Your question and the reply may contain information you chose to share. Artwork is never attached automatically. Authorized Charm Lab administrators can review chats and topic reports to improve support and the app. AI answers may be mistaken.

Conversations expire 90 days after creation; activity does not extend that date. Reports expire 90 days after creation, and prepared admin ZIP downloads last up to 24 hours. Expired content becomes unavailable and scheduled cleanup deletes it. Admins can download or purge retained conversations and reports. Copies already downloaded and restricted backups follow their own handling and retention. A minimal record of deleted conversation IDs prevents late retries from restoring deleted chats.

Text you explicitly submit as a support ticket follows the ordinary support retention policy independently of chat expiry. OpenAI retention is separate; requests disable response storage, but provider abuse-monitoring retention may still apply. Do not include passwords, payment details or API keys in a chat.

Who processes information

Sentry receives limited technical error reports to help us find and fix service failures. These reports include the failing step, error category, software version and available code locations. We do not send Sentry your artwork, typed design text, support notes, account identifiers or request contents.

We use Google Firebase for authentication, Render for hosting and database services, Stripe for billing, Patreon for membership verification, and private object storage for conversion results and support attachments. Information is shared with these providers as needed for those functions. An email you send us is processed by our email provider.

We may also disclose information when legally required, to protect users and the service, or as part of a business transfer subject to applicable protections. Our service does not include advertising networks or sell uploaded artwork. Providers may process information outside your state or country under their own service terms and privacy practices.

How long information is kept

Generated print-kit downloads are cached for 24 hours; expired file data is cleared by cleanup. Export references and credit transactions can remain for account history and billing.

Automatic workflow diagnostics are retained for 30 days. Optional diagnostic artwork, error messages and notes expire 14 days after submission; expired files are inaccessible and scheduled cleanup removes them. Restricted backups may persist through their normal retention cycle.

PNG conversion results are scheduled for removal after 30 days. Support attachments are scheduled for removal 90 days after a ticket is resolved; open tickets can retain attachments longer. Ticket messages and diagnostic records are separate from attachments.

Detailed daily activity and conversion-attempt records are cleaned up after about 31 days. Feature-usage events use a pseudonymous account reference and are retained for up to 90 days; aggregate feature totals contain no account references and are retained for up to two years. Other aggregated daily metrics are removed after about two years. Account, billing, reward, support, and security records are kept as needed to provide the service, resolve disputes, prevent fraud, and meet legal obligations. Cleanup is periodic, and retained backups or legally required records may outlast active copies.

Your choices and requests

You can disconnect Patreon in Account, manage your subscription through billing, and choose which files to attach to a support request. You can request access, correction, or deletion of personal information by emailing charmlabsupport@proton.me or using the account deletion request option.

We verify ownership before acting. Depending on your location and applicable law, you may have additional privacy rights. We assess requests under those rules and explain any information we must retain. A deletion request is not an instant deletion or automatic cancellation of billing; manage active subscriptions while your request is reviewed.

Children, security, and changes

Charm Lab is intended for makers and is not directed to children under 13. If you believe a child has submitted personal information, contact us so we can investigate.

We use access controls and encrypted connections to protect information, but no service can promise absolute security. We may update this policy when our practices change and will post the updated date here; material changes will be communicated where required.