What we collect, and what we do with it.

Last updated 17 September 2026.

What we collect

We store the description of the problem you submit, together with any optional answers you choose to give: what you were trying to get done, what you do today, how often it happens, where it happens, who else you think experiences it, how much it bothers you, and whether you think it would be worth paying to solve.

Giving a name and email address is optional, and anonymous submissions are welcome. If you attach a screenshot or photo, we store the image. We ask you not to include passwords, account numbers, confidential company information or other sensitive details in what you write or attach.

How we use it

Your submission may be read, summarised and grouped with similar submissions from other people so that we can look for recurring problems. We keep your original wording alongside any summary we write, and we record which parts are your account and which are our interpretation.

Submissions are not published. There is no public listing, feed or search of what people have sent, and personal contact details are never displayed publicly.

Contact permission

We only contact you about a submission if you explicitly gave permission on that submission. Permission is specific to the signal it was given on: giving it once does not authorize us to contact you about anything else, and providing an email address without ticking the box grants nothing at all.

You can withdraw permission at any time by getting in touch, and we will stop contacting you about that submission.

Who can see it

Access is limited to invited reviewers at Lightware Media Inc. Contact details are stored separately from the observation text, with tighter access than the rest of the record, and are excluded from general search and from our diagnostic logs.

Service providers

We use third-party infrastructure providers to host the application, its database and uploaded images. They process this data on our behalf in order to run the service.

Images

Uploaded images are stored privately and are not publicly accessible. When an image is processed we remove embedded metadata, which typically includes information such as location and device details. The visible content of the image is kept as you sent it.

Retention

We keep a submission for at most twenty-four months from the day you send it. At that point we either delete it or strip out everything that identifies you, keeping only the anonymous description of the problem. Contact details and any image you attached are deleted, not anonymized.

We may remove something sooner. Withdrawing contact permission deletes your contact details straight away, and asking us to delete a submission removes all of it.

Diagnostic logs, which contain no submission content or contact details, are kept for a short period and then discarded. Uploaded files that are never attached to a submission are purged within twenty-four hours.

Correction and deletion

You can ask us to correct or delete what you submitted. We will verify that the request comes from the person who sent it, then remove the text, contact details, images and related notes. Where a removed submission contributed to an analysis, we update the affected records to reflect that it is gone.

If you submitted anonymously and gave no contact details, we may have no way to tell which submission is yours. Telling us roughly when you sent it and what it was about usually lets us find it.

Changes to this notice

If we change what we do with submissions, we update this notice and move the date at the top. We record the consent wording and the version of this notice that applied to each submission, so a later change cannot retroactively widen what you agreed to.

Getting in touch

For any privacy question, including correction and deletion requests, email hello@lightwaremedia.com. It is a monitored mailbox at Lightware Media Inc., and a person reads every message.

We reply to every privacy request. We will acknowledge yours within a few days, ask for anything we need to confirm it is you, and tell you once the change has been made. You can also reach us through the contact page.