We built SOLACE because help should be available to everyone. We take your privacy seriously — especially because you may share sensitive personal things with us. We will never sell your data. We will never use it for advertising. Everything below explains exactly what we do and why.
Who we are
SOLACE is operated by SOLACEAI Limited, a company registered in England and Wales.
- Company name: SOLACEAI Limited
- Registered in: England and Wales
- Website: solaceai.uk
- Contact: privacy@solaceai.uk
We are the data controller for personal data collected through the SOLACE app and website. This means we are responsible for deciding how and why your data is used.
What we collect
We collect the minimum information necessary to provide the SOLACE service. Here is exactly what that includes.
Information you give us directly:
- Your email address when you create an account
- The content of your conversations with SOLACE
- Voice recordings when you use voice mode (processed in real time, not stored as audio)
- Your email address if you sign up for early access on our website
Information collected automatically:
- Basic app usage data — which screens you visit, when you open the app
- Your device type and operating system (for compatibility purposes)
- Crash reports and error logs (to fix bugs)
- The theme you have selected
Information we do not collect:
- Your full name (unless you choose to share it in conversation)
- Your location
- Your contacts or address book
- Photos or files from your device
- Payment information (SOLACE is free)
How we use your information
We use the information we collect for the following purposes:
- To provide the service — your conversation history is stored so SOLACE remembers your story and you do not have to start again
- To improve SOLACE — anonymised, aggregated usage data helps us understand how people use the app and what to improve
- To keep you safe — crisis detection uses your conversation content to identify when to surface emergency resources. This processing happens in real time and is there to protect you
- To fix problems — crash reports and error logs help us find and fix technical issues
- To contact you — if you have signed up for early access, we will email you when SOLACE launches. You can unsubscribe at any time
We do not use your data for advertising. We do not profile you for marketing. We do not sell your data to anyone.
AI conversations and third parties
SOLACE is powered by AI. To provide the conversation experience, your messages are processed by third-party services we trust and rely on. Here is exactly who they are and what they do with your data.
Anthropic (Claude AI)
Your conversation messages are sent to Anthropic's API to generate SOLACE's responses. Anthropic processes your messages in accordance with their own privacy policy and API terms of service. Anthropic does not use API conversation data to train their models by default. You can read Anthropic's privacy policy at anthropic.com/privacy.
ElevenLabs (Voice output)
When SOLACE speaks in voice mode, text responses are sent to ElevenLabs to generate audio. ElevenLabs processes this text in accordance with their privacy policy. You can read it at elevenlabs.io/privacy.
Supabase (Database)
Your account information and conversation history are stored on Supabase, a secure cloud database. Supabase is GDPR compliant and stores data in the European Union. You can read their privacy policy at supabase.com/privacy.
We have chosen these providers carefully. None of them use your conversation data for advertising. All have agreed to data processing terms that protect your information. We do not share your data with any other third parties.
Data storage and security
Your data is stored securely on Supabase infrastructure in the European Union. We use industry-standard encryption for data in transit and at rest.
Your account is protected by the email authentication system provided by Supabase Auth. We do not store your password — Supabase handles authentication securely.
We retain your account data and conversation history for as long as you have an account with us. If you delete your account, all of your data is permanently deleted within 30 days.
If there is ever a data breach that affects your personal information, we will notify you by email within 72 hours of becoming aware of it, as required by GDPR.
Your rights
Under UK GDPR and the Data Protection Act 2018, you have the following rights regarding your personal data:
- Right of access — you can request a copy of all the personal data we hold about you
- Right to rectification — you can ask us to correct inaccurate data
- Right to erasure — you can ask us to delete all of your data. You can also do this directly in the app from your Profile screen
- Right to restrict processing — you can ask us to stop using your data in certain ways
- Right to data portability — you can request your data in a machine-readable format
- Right to object — you can object to us processing your data in certain circumstances
To exercise any of these rights, email us at privacy@solaceai.uk. We will respond within 30 days.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe we have handled your data incorrectly. You can contact the ICO at ico.org.uk or on 0303 123 1113.
Children
SOLACE is not intended for children under the age of 13. We do not knowingly collect personal data from children under 13. If you are a parent or guardian and believe your child has provided us with personal data, please contact us at privacy@solaceai.uk and we will delete it promptly.
Users aged 13 to 17 may use SOLACE but we encourage parental awareness. SOLACE contains conversations about mental health and emotional wellbeing. If you are a young person in crisis, please contact the Samaritans on 116 123 (free, 24/7) or text SHOUT to 85258.
A note on mental health data
We are aware that the conversations you have with SOLACE may be deeply personal. You may share things with SOLACE that you have never told anyone else. We take that trust seriously.
Under UK GDPR, health data is considered a special category of personal data and receives additional protections. Because conversations with SOLACE may relate to your mental health, we treat all conversation content as sensitive and apply additional safeguards accordingly.
We will never:
- Share your conversation content with third parties other than those listed in Section 4
- Use your conversation content for advertising or marketing of any kind
- Sell or licence your conversation data to any other company
- Use your conversation data to make automated decisions that affect you
SOLACE is not a clinical service and does not provide medical advice. If you are in crisis, please contact the Samaritans on 116 123 or emergency services on 999.
Cookies and analytics
The SOLACE website (solaceai.uk) uses minimal cookies necessary for the site to function. We do not use advertising cookies or cross-site tracking cookies.
We may use basic, privacy-preserving analytics to understand how many people visit our site and which pages are most useful. Any analytics we use will be configured to anonymise IP addresses and will not build individual profiles of visitors.
The SOLACE app does not use cookies.
Changes to this policy
We may update this privacy policy from time to time as SOLACE grows and as laws change. When we make significant changes we will notify you by email if you have an account, or by displaying a notice in the app.
The date at the top of this page always shows when the policy was last updated. We recommend reviewing it periodically.
Contact us
If you have any questions about this privacy policy or how we handle your data, please get in touch. We will always respond.