Support & Security

Getting help

For questions, bug reports, or account issues, contact info@hydraterms.com.

Billing and transaction support

For a purchase identified as Sold through Link, Stripe's Managed Payments service presents Link to you as merchant of record. Use Link to view orders, update payment methods, or manage or cancel a subscription. Use Link support to request transaction support or a refund. Stripe handles payment processing, fraud, disputes, transaction-level support, and sales tax, VAT, and GST compliance for transactions and countries covered by Managed Payments.

HydraTerms remains responsible for access to the Software and product-level support. Contact info@hydraterms.com if your subscription is active but Hydra access is unavailable, or if you need help with the product rather than the transaction.

Reporting a security issue

If you believe you have found a security vulnerability, please report it privately to security@hydraterms.com rather than filing a public issue. Include steps to reproduce and the affected version. We aim to acknowledge security reports within three business days.

Account & device-data deletion

You control your data:

• Remove a device from remote access: use Remove Remote in the Hydra desktop app to revoke its cloud pairing and remove its local enrolled identity. For intentional command-line removal of the local service and enrolled identity, use hydra-agent service uninstall --forget; revoke any remaining cloud device record from the browser's Desktops screen. Neither workflow deletes terminal sessions, projects, or files. Ordinary app uninstall does not guarantee removal of local Hydra support data or the enrolled identity.
• Delete your account: when the self-service control is enabled for your release, open Account → Delete account and complete the identity check. If the control is not shown or you cannot use it, email privacy@hydraterms.com from the address associated with your account; we will verify the request before acting. Hydra-controlled account, profile, device-enrolment, presence, and saved remote-layout records are deleted or anonymised within 30 days of account closure, and enrolled browsers and desktops are disconnected. The narrow retained records described below are exceptions to that timeframe.
• Delete Stripe or Link transaction data: Hydra's account-deletion control governs Hydra-controlled product data. For a Link account or Managed Payments records controlled by Stripe or Link, use Link support or the rights and contact routes in Stripe's Privacy Policy. Stripe or Link may retain records where their legal obligations permit or require it.

Deleting your account does not delete terminal sessions, projects, files, private keys, or other data stored on your computers. Hydra retains a minimal opaque deletion tombstone and monotonic revocation record so the deleted account cannot be recreated and old authority remains rejected. Content-blind security audit records and limited operational logs may also be retained where needed for security, fraud prevention, legal compliance, or dispute handling. They do not contain terminal content; terminal content was never stored server-side.

Data handling

See the Privacy Notice for exactly what is and isn't processed. In short: terminal content is peer-to-peer and content-blind to our servers; we process only the account, device, and control-plane metadata described there.

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