Contact

What is your inquiry about?

We send a first answer within two business days. When an answer arrives we tell you at your sign-in email, and you read it on this page.

Contact Details

You can reach Creasol (the "company") through the channels below. Whichever channel you use, the same person handles it; the company recommends the contact menu at the top of this page, or email, so that a record is kept.

① The company does not send promotional mail. The only emails the company sends are replies to enquiries you have sent (including a notice that an answer was posted to an inquiry left through the contact menu, which does not contain the answer); the payment notices sent to members who subscribe through payment in the Republic of Korea (the contents of the contract when payment is completed, a receipt for each renewal, an upcoming-renewal notice 3 days before the renewal date, and a payment-failure notice when every card is declined — Article 28(4) of the Terms of Service); the notices about the dormancy and deletion of the account sent to every member (a notice 30 days before dormancy, the dormancy itself, a notice 30 days before a dormant account is deleted, and the deletion — Article 28(6) of the Terms of Service); and the notices that the Terms of Service and the Privacy Policy require to be given individually to your sign-in email, such as changes to the Terms of Service, the fees or the Privacy Policy, discontinuation of the service, restriction of use and a personal information breach. All of them come only from hello@octorium.app. Mail from any other address was not sent by the company. The company's payment notices and dormancy and deletion notices never ask for a card number or a password, and every link in them goes to octorium.app. To prevent dormancy or deletion you need not click any link in the email; simply sign in with Google on the site or in the app as usual. However, for payments outside the Republic of Korea, the overseas seller (Creem, merchant of record) sends receipts from its own address, and for payments in the Republic of Korea the payment processor (Toss Payments) may send a receipt from its own address (Toss Payments decides whether to send one). Neither is mail sent by the company.

② The first reply tells you that the company has received the enquiry and how it will handle it. Matters with their own deadlines, such as refunds, account deletion and personal information requests, follow the deadlines set in the Refund Policy, the Terms of Service and the Privacy Policy. Business days are days other than Saturdays, Sundays and public holidays in the Republic of Korea.

③ Inquiries left through the contact menu, with the company's answers, are kept on the company's servers (AWS Seoul region), and enquiry emails you send in the company's mailbox (hello@octorium.app). As records of consumer complaint and dispute handling they are retained for 3 years from when each was handled, under Article 6 of the Act on the Consumer Protection in Electronic Commerce, etc. (전자상거래 등에서의 소비자보호에 관한 법률) and Article 6 of its Enforcement Decree, then deleted. Deleting your account does not delete them; an inquiry still open at that point counts as handled on the day of deletion. A new inquiry left through the contact menu, and anything you add to one, is also passed to the operator's work messenger (Slack) so that it is seen at once. Details are in Articles 2, 5, 7 and 8 of the Privacy Policy.

What to Send Where

Where to send it and what to include differ by the matter. Choosing the matter in the contact menu at the top of this page shows the same guidance first, and since your signed-in account tells the company whose payment it is, most of "what to include" below is not needed there. When you write by email, following the table below lets the company handle the matter without further questions.

① For requests made by email, identity is verified by an email sent from the account's sign-in email. For things you do yourself on the account page (including deleting the account) and requests left through the contact menu, being signed in to the site with Google verifies your identity. A request from another address goes through additional identity checks, such as asking you to send it again from your sign-in email, before anything is done to the account. A request made by phone is likewise handled only after the company receives a confirmation email sent from your sign-in email; the company does not change an account on a phone call alone.

② Never send card numbers, expiry dates, passwords or dates of birth, under any circumstances. The company does not keep full card numbers, and your sign-in email plus the payment date and amount are enough to verify a payment. The company never asks for a card number.

③ Do not send your documents and files either. Recording, comparing and restoring happen inside your computer, so receiving a file does not help the company check a problem, and the service is designed so that your files are not placed on the company's servers. Screenshots or photos that show the problem can be attached in the contact menu, up to 3 at a time. Where, when and with what device a photo was taken is removed before it is stored; photos are not passed to Slack and are kept with the inquiry for 3 years from when it is handled. Keep the contents of your documents out of the picture.

④ The requirements and deadlines for withdrawal and refunds are in the Refund Policy, and your rights regarding personal information and the handling deadline (within 10 days from the day the request is received) are in the Privacy Policy. This page says where to send things; it does not change those documents.

What You Can Do Yourself

You can do the items below yourself without contacting the company. Checking them first, before you contact the company, is the fastest way.

① On the account page (the screen that opens after you sign in to the site), you can do the following.

• 1. Check payment history and receipts. For payments in the Republic of Korea, receipts are also emailed to your sign-in email with each payment, and if you cannot find the email you can always check them here. The next renewal date and amount are also shown on the account page and on the app's plan screen.
• 2. Add, reorder and delete cards (payments in the Republic of Korea). At renewal, cards are tried in the order you set.
• 3. Cancel a subscription and undo a cancellation (payments in the Republic of Korea). Cancellation takes effect from the next renewal, and you can use the period already paid for until it ends.
• 4. Check the email to which receipts and payment notices are sent. The email of your Google account is used as it is; it cannot be changed on the account page, and if you change the email in your Google account, the change is reflected at your next sign-in. For payments in the Republic of Korea, the company sends the contents of the contract, receipts, upcoming-renewal notices and payment-failure notices to this address. Whatever the billing region, the notices about the dormancy and deletion of the account also go to this address. It is also passed to the payment processor (Toss Payments) and shown in the payment window, and if Toss Payments sends a receipt, it goes to that address.
• 5. Check the list of signed-in devices and sign out of all devices. Use this if you lose a device or see signs that someone else has used it; in the latter case, also let the company know at hello@octorium.app.
• 6. Go to the customer page of the overseas seller Creem (payments outside the Republic of Korea). Changing cards, cancelling and receipts are handled on that page.
• 7. Delete your account. Open the deletion screen from "Delete the account" in the contact menu at the top of this page. You see on one screen what is deleted, what is kept and what happens to a subscription in progress, and the account is deleted at once when you tick the box and press the button. A subscription in progress ends with it, and any refund for the remaining period follows Article 9-2 of the Refund Policy.

② In the app's settings, you can do the following.

• 1. Offline mode (Settings › General). When on, the app makes no AI calls at all. Recording, comparing and restoring keep working.
• 2. Turn automatic descriptions and automatic day summaries on or off. Both are off by default.
• 3. Look at images. Off by default, and it has effect only when you use your own API key. The company's server does not receive the images of a description request.
• 4. Register your own API key (Anthropic or OpenAI). Once registered, description and day summary requests go directly to that provider without passing through the company's server; they are not counted against the monthly limit and leave no usage record on the company's server. The key is kept only in the computer's secure store (the macOS Keychain or the Windows Credential Manager) and the company does not know it. Your contract and charges with that provider, and that provider's handling of personal information, are a matter between you and the provider.
• 5. Check the location of the data folder. Your records are in this folder, and you can copy, back up, move or delete it. The company has no means of accessing this folder, so you must make backups yourself.

③ Signing out of the app ends the sign-in on that device, but the device record on the server remains. The record is deleted when you "sign out of all devices" on the account page, when the company cleans up devices that have not been used for 90 days or more, or when the account becomes dormant or is deleted.

Dispute Mediation and External Consultation Channels

① If you are not satisfied with how the company handled a matter, you may raise an objection at hello@octorium.app. If you object to the company's action regarding personal information, you may raise the objection with the privacy officer (the representative).

② You may also request consultation or mediation from, or make a report to, the bodies below directly without going through the company. The mediation bodies for consumer disputes are those set by Article 33 of the Act on the Consumer Protection in Electronic Commerce, etc. and Article 35 of its Enforcement Decree; the bodies for mediating disputes about personal information and for reporting infringement are those set by Articles 43 and 62 of the Personal Information Protection Act (개인정보 보호법).

③ Whichever body you approach, your right to make claims against the company and to bring a lawsuit is not limited. If you reside in the Republic of Korea, you may file suit in the court having jurisdiction over your address; if you reside outside the Republic of Korea, you do not lose the protection given by the mandatory rules of the country where you reside, and you may file suit in a court of the Republic of Korea (Articles 42 and 47 of the Act on Private International Law (국제사법); Articles 29 and 30 of the Terms of Service).

④ The details of the company's mail-order business registration can be checked on the Korea Fair Trade Commission's mail-order business information disclosure page. The "Verify business information" (사업자정보확인) link at the bottom of the site leads to that page.

Business Information

The company's business information is as follows. The place where consumer complaints are handled is the address below, and the privacy officer and the person who receives and handles requests for access to personal information are both the representative below.