Privacy

Last updated 21 October 2026

This privacy policy explains how Solace365 handles your information. Solace365 is a wellbeing and recognition app for care and human-services teams. It is made by Solace Group (“we”, “us”). It covers the Solace365 app on Android and iPhone, the web app at app.solace365.com, and the website solace365.com. Also published at solace365.com/privacy.

Questions about privacy: admin@solace365.com.

In short

Your employer gives you Solace365 and creates your account. There is no public sign-up.
Your check-ins are private. Your manager and administrator never see your answer. Administrators see only group totals, and only when at least 5 people in that group have answered.
What you write in a check-in note, a reflection or to Lumen is never shown to your employer.
We do not sell your data. There are no ads and no third-party trackers or analytics in the app.
You can delete your account in the app at any time (Profile › Settings › Delete my account), or ask us to delete it and your data.

Who is responsible for your data

Solace365 is provided to organizations (your employer) under an agreement with Solace Group. Your employer decides who gets an account and how the app is set up for your team. We store and process the data to run the service for your employer. Some requests, such as changing your job title or team, are your employer’s to decide. We will help you reach them.

What we collect

From your employer when your account is created: your name, work email address, job title, team and role. Your employer may also add the date you started, for your work anniversary.

From you, when you use the app:

Your profile: profile photo, your birthday (month and day only, and only if you add it; it is shown on your profile and, on the day, celebrated on the Team wall unless you turn that off in Settings), and time zone.
Daily mood check-ins and any note you add.
Private reflections.
Messages, voice notes and files you send in conversations. Voice notes are turned into text so they can be read.
Conversations with Lumen, the app’s AI companion.
Recognition you give and receive, challenges you join, Solace Coins, levels, badges and reward requests.
If you choose to connect Google Drive: the email of the Google account you connected, an encrypted access token, and copies of the files you pick to share. See Google Drive below.

Automatically: basic technical records needed to run the service and keep it secure, such as when you were last active in the app, and the device push subscription if you turn notifications on.

What we do not collect: your location, your contacts, payment card or bank details, advertising identifiers, or browsing history. The app contains no analytics, advertising or crash-reporting tools from other companies.

The website (solace365.com) does not use analytics or advertising cookies. Our hosting provider keeps standard server logs, such as IP addresses, to deliver the site and protect it.

How we use it

Only to provide Solace365 to you and your employer:

to sign you in and keep your account secure;
to show you your check-ins, messages, recognition, challenges, coins and rewards;
to show your employer group-level wellbeing trends (never one person’s answers, and only for groups of 5 or more);
to deliver rewards you request, including gift cards;
to send you notifications and emails you can control in the app;
to run Lumen and the app’s writing suggestions;
to fix problems and protect the service from misuse.

We do not use your data for advertising and we do not sell it.

Who can see what

Your check-in answer: you. Not your coworkers. Not your manager or administrator — they see only a group total for 5 or more people.
Check-in notes, reflections and Lumen chats: you. Not your coworkers, your manager or your administrator.
Recognition you post: your team or organization, as the app shows, and your administrator.
Messages: the people in that conversation. Your manager or administrator only if they are in that conversation, or a single message someone reports to them.
Coins, level, badges and reward requests: you and your administrator. Coworkers do not see your balance or reward requests; wins you choose to share appear on the Wins wall.

If you ask for someone to reach out after a check-in, the trained contact your organization chose can see that one check-in so they can help. Nobody else can, and it only happens when you ask.

Solace Group can reach stored data only to run the service: a small number of Solace Group staff, when it is needed to keep the service working, fix a problem you or your employer report, or meet a legal obligation.

Lumen, the AI companion

Lumen is an AI companion for everyday wellbeing. It is not a therapist, counselor or medical service, and it does not diagnose. Lumen runs on Amazon Bedrock (Amazon Web Services) under terms that do not allow your conversations to be used to train the AI models. Your Lumen conversations are kept for 30 days so you can pick up where you left off, then deleted automatically. You can delete them yourself at any time in the app. Your employer cannot read them.

Companies that process data for us

We use a small number of service providers. They handle data only on our instructions and only to provide Solace365, and they must protect it at least as well as this policy does:

Amazon Web Services (United States): hosting, database and file storage, sign-in, email delivery, the AI models behind Lumen (Amazon Bedrock), voice-note transcription and document text reading.
Tremendous: delivers gift-card rewards. When you request a gift card, Tremendous receives your name and email address so it can issue the card to you.
Google: only if you connect Google Drive yourself (see below).

We do not share your data with anyone else, unless the law requires it (for example, a valid court order) or it is needed to protect someone’s safety.

Google Drive (optional)

Connecting Google Drive is optional. Nothing below happens unless you choose to connect it.

We can only see files you pick. Solace365 asks for the drive.file permission, which only gives access to the individual files you pick in Google’s own file picker. We cannot list, search, or read the rest of your Drive.
What happens to a file you share. When you pick a file, we store a copy in Solace365 so the people in that conversation can open it. Google Docs, Sheets and Slides are converted to Office or PDF format first.
What we keep. The email of the Google account you connected, and an encrypted token that lets the app act on the files you pick without asking you to sign in to Google every time.
What we never do. We never sell Google data, use it for ads, or use it to train AI models.
Disconnecting. You can disconnect Drive in the app at any time, which deletes the token, or remove access at myaccount.google.com/permissions. Copies of files you already shared into a conversation stay there, like any other attachment.

Solace365’s use of information received from Google APIs follows the Google API Services User Data Policy, including its Limited Use requirements.

Where your data is kept and how it is protected

Data is stored with Amazon Web Services in the United States. All connections to the app are encrypted (HTTPS). Each organization’s data is separated at the database level so one organization cannot read another’s. Access by our own staff is limited to what is needed to run the service.

How long we keep it

While your employer uses Solace365, we keep your account and activity so the app works.
Lumen conversations: 30 days, then deleted automatically (sooner if you delete them).
When you delete your account in the app (Profile › Settings › Delete my account): your account is paused straight away, and 7 days later we delete it and your personal data, including your check-ins, reflections, Lumen chats, messages, posts, photos and coins. Until then your administrator can restore it if you change your mind. We keep a few records without your name: coin and gift-card totals your employer needs for its budget and billing, its audit log, and things you published for your organization, such as an announcement.
When you or your employer ask us to delete your account: we delete your account and personal data within 30 days of confirming the request.
When your employer stops using Solace365: we delete the organization’s data, including your account, within 30 days of the end of their agreement.
Backups: deleted data can stay in encrypted database backups for up to 14 days before it is overwritten.
Server logs: kept only as long as needed to run and secure the service.
Records we must keep: we may keep limited records for longer where the law or accounting requires it, for example invoices to your employer and records that a reward was issued. These do not include your check-ins, reflections, messages or Lumen chats.

Your choices and rights

You can:

see most of your information in the app, on your profile;
delete your Lumen conversations in the app at any time;
turn notifications and emails off in the app;
disconnect Google Drive;
delete your account yourself in the app: Profile › Settings › Delete my account;
ask us for a copy of your data, to correct it, or to delete it.

To make a request, email admin@solace365.com from the email address on your account, or ask your administrator. We may need to confirm it is really you. Depending on where you live, you may have further rights under local law. We will honor them.

Age

Solace365 is a workplace app for adults. It is not meant for anyone under 18 and we do not knowingly collect data from children.

Not medical care

Solace365 is a wellbeing tool. It is not a medical device and does not diagnose, treat, cure or prevent any medical condition. Talk to a healthcare professional for medical advice. If you are in danger, contact your local emergency services.

Changes to this policy

If we change this policy in a way that matters, we will update the date above and tell you in the app.

Contact

Solace Group (makers of Solace365)
Email: admin@solace365.com