Support policy

Contacting support

Contact Scrollsmith support at hello@usescrollsmith.com or through the support options published at usescrollsmith.com. The in-product support form must not be described as active until delivery and secure storage are connected.

What support covers

• Installation and extension loading.
• Account creation, verification, login, logout, password reset, and deletion.
• Free or Premium theme access and entitlement verification.
• Scrollbar appearance, accessibility, compatibility, and per-site settings.
• Stripe Checkout, cancellation, billing portal, duplicate charges, and refund requests.
• Security or privacy concerns involving Scrollsmith.

Information to include

Provide your account email, browser and operating-system version, extension version, selected theme, a concise description, and steps to reproduce the problem. If a problem is site-specific, you may provide the hostname. Screenshots are optional and should be cropped to remove private content.

Never send passwords, authentication codes, access tokens, full card numbers, card security codes, bank credentials, private webpage content, or a complete browsing history.

Response handling

We aim to acknowledge and address requests reasonably, but this draft does not create a guaranteed response time, resolution time, uptime commitment, or service-level agreement. Security, account-access, duplicate-charge, and widespread service issues may receive priority over cosmetic or site-specific compatibility reports.

Compatibility limits

Some Chrome-controlled pages, browser stores, embedded viewers, cross-origin frames, operating-system overlay scrollbars, and websites with custom scroll components cannot be fully styled. Firefox and Safari may use simplified designs because their scrollbar APIs differ. Support cannot guarantee that a theme will look identical on every page or future browser version.

Billing support

Stripe handles card entry and hosted billing. Support may use account email, Stripe customer or transaction identifiers, subscription state, amount, currency, and refund status to investigate. Support should never ask for a full payment-card number or card security code. Refund requests are governed by the Refund Policy.

Security reports

Clearly label suspected vulnerabilities as "Security report" and provide only the information needed to reproduce the issue. Do not access other users' data, disrupt production, or publicly disclose an uncorrected vulnerability. This Policy does not authorize security testing beyond applicable law or a separately published program.

Abusive requests

We may limit or refuse support for threats, harassment, spam, fraudulent claims, repeated requests already answered, demands to bypass Premium controls, or activity prohibited by the Acceptable-Use Policy.

Contact

Individual owner of Scrollsmith
usescrollsmith.com
hello@usescrollsmith.com