If you've received an SMS or message from us and don't want to hear from us again, you can stop it instantly.
Opt-outs are processed automatically within 60 seconds and are permanent. We don't message numbers we've stopped, ever. There's no confirmation, no follow-up, no "are you sure" -- the silence is the confirmation.
If for any reason you want to confirm your opt-out is logged, email x@blacktrace.co with the phone number and we'll write back the same day with confirmation.
If you've subscribed to a Blacktrace service and want to cancel, you can do it the same way you started -- through the chat where you subscribed, or by email. Cancellation is immediate. We refund the unused portion of any monthly subscription, prorated to the day.
If something we delivered didn't work the way it was supposed to, tell us and we'll either fix it or refund the relevant payment. We don't make people argue for refunds that are obviously owed.
Refund requests: x@blacktrace.co with your phone number or subscription reference. Same-day reply on business days.
If you have a complaint about anything we've done -- a message you didn't want, a charge you didn't expect, a service you don't think you got -- email x@blacktrace.co first. Most things get resolved inside 48 hours when we hear about them directly.
If we can't sort it out between us, the formal pathways are:
We hold the minimum data required to do what you've asked us to do -- phone number, conversation history, payment reference. We don't sell data. We don't share it with anyone except where required by law. We don't run trackers, ads, or third-party analytics.
If you want to know what we hold about you, email x@blacktrace.co and we'll send it to you. If you want it deleted, we'll do that within 7 days, except for records we're legally required to keep (tax records, opt-out logs).
Blacktrace builds and operates conversational software. Some of it is sold as subscriptions, some of it is built for clients, some of it is research. If you've received a message from us, it's because of a product or service we operate. The page describing that specific product will tell you more about it.
If you're not sure why we contacted you, ask. Email x@blacktrace.co with the phone number that received the message and we'll tell you exactly which product, when, and why.