legal
Contact
A real person reads these. Pick whichever route fits; none of them needs you to have an account.
Last updated
Support, and anything about the program
The support form is the fastest route and works whether or not you have an account. If you do have one, opening the ticket from inside it means we can see your licence without asking you to find the key, and once a licence is on the account you can attach a screenshot or a log to your replies there. For a problem with the program, paste in the report from the gallery's about screen (Copy diagnostics) — the help centre explains how.
By email: support@firelet.media. Tell us which version you are running if the question is about something going wrong; the gallery shows it in its own about screen.
A charge, a receipt or a tax invoice
Paddle is the merchant of record for everything bought here, so it is Paddle's name on your card statement and Paddle's receipt in your inbox. That also means Paddle can answer a billing question directly and act on it immediately:
- Reply to the receipt email you were sent, or go to paddle.net, which finds your purchase from the email address you bought with.
- There you can get a copy of the invoice, add a VAT or company number to it, update the payment method, or ask for a refund.
Asking us works too — see the refund policy — it is simply one hop longer.
Lost your licence key
Sign in and it is on your licences page. If you cannot get into the account, the support form will reach us from the address you bought with, which is the same thing from the other direction.
Privacy, data and legal
Requests under the privacy notice — an export, a deletion, a correction — can be done yourself from your account pages, and we would rather you did not have to wait for us. If you would rather ask, write to support@firelet.media.
Security problems are welcome at the same address. Tell us what you found and how to reproduce it; we will not argue with you about whether it counts.
Who and where we are
Firelet.Media, in Islamabad, Pakistan.
That is a location rather than a postal address, and on purpose: this is one person rather than an office, so the street address would be a home address published on a crawled page. Every route above reaches us faster than post would. If you need a written address for something that genuinely requires one — a legal notice, a tax form — ask at support@firelet.media and you will be given it.
What to expect
This is a small operation, not a call centre. Most things are answered within a working day or two. If something is urgent — you have been charged twice, or you cannot use something you paid for — say so in the first line and it goes to the front.