Frequently Asked Questions

Terrapin Lab (Terrapin, LLC) is a mobile application development company specializing in creating innovative, user-centric software for iOS and Android platforms. We develop both enterprise solutions through our Cellforge Platform and consumer-focused applications like Hark and Shush Baby.

Our mission is to craft mobile experiences that empower users and transform industries through intuitive design and cutting-edge technology.

We currently offer four applications across two categories:

Cellforge Platform (Enterprise):

• SiteScope - Advanced location intelligence and site analysis
• Draftly - Intelligent document creation and productivity suite

Consumer Applications:

• Hark - Revolutionary audio experience platform
• Shush Baby - Parenting companion with soothing sounds and sleep tracking

We are actively developing versions for both iOS and Android platforms. Availability varies by application. Please check the respective app store or contact our support team for specific availability information.

You can reach our support team through multiple channels:

• Email: support@terrapinlab.com
• General Inquiries: contact@terrapinlab.com
• In-App Support: Available within each application's settings

We typically respond to support requests within 24-48 hours during business days.

To create an account:

• Download the app from the App Store or Google Play
• Open the app and tap "Sign Up" or "Create Account"
• Enter your email address and create a secure password
• Verify your email address through the confirmation link
• Complete your profile setup

You can also sign in using Apple Sign-In or Google Sign-In for faster account creation.

We offer different pricing models depending on the application:

• Free with Optional Premium: Some apps are free to download with optional premium features available through in-app purchases
• Subscription: Some apps require a monthly or annual subscription
• One-Time Purchase: Some apps are available for a single purchase price

Check the individual app listing in your app store for specific pricing information.

Subscriptions are managed through your app store account, not within our apps:

For iOS (iPhone/iPad):

• Open Settings on your device
• Tap your name at the top
• Tap "Subscriptions"
• Select the Terrapin Lab app subscription
• Tap "Cancel Subscription"

For Android:

• Open Google Play Store
• Tap the menu icon and select "Subscriptions"
• Select the Terrapin Lab app subscription
• Tap "Cancel subscription"

Refunds are processed according to the policies of the Apple App Store or Google Play Store, as purchases are handled directly by these platforms.

To request a refund:

• iOS: Visit reportaproblem.apple.com and sign in with your Apple ID
• Android: Use the Google Play Store refund request process within 48 hours of purchase

If you're experiencing issues with our app, please contact our support team first at support@terrapinlab.com. We're committed to resolving any problems you may encounter.

To reset your password:

• Open the app and tap "Sign In"
• Tap "Forgot Password?"
• Enter your email address
• Check your email for a password reset link
• Follow the link and create a new password

If you don't receive the reset email within 10 minutes, check your spam folder or contact support@terrapinlab.com.

We take data security seriously and implement industry-standard measures:

• End-to-end encryption for sensitive data
• Secure data transmission using HTTPS/TLS
• Regular security audits and penetration testing
• Compliance with GDPR, CCPA, and other privacy regulations
• Two-factor authentication options
• Secure cloud infrastructure with redundancy

For more details, please review our Privacy Policy.

We collect only the data necessary to provide and improve our services:

• Account Information: Email, name, and authentication credentials
• Usage Data: How you interact with our apps to improve functionality
• Device Information: Device type, OS version, and app version for support purposes
• Location Data: Only if you grant permission and only for location-based features

We never sell your personal information to third parties. See our Privacy Policy for complete details.

Yes, you have the right to delete your account and all associated data:

• Open the app and go to Settings
• Navigate to Account Settings
• Select "Delete Account"
• Confirm the deletion

Alternatively, you can contact privacy@terrapinlab.com to request account deletion. We will permanently delete your data within 30 days, except where required by law to retain certain information.

If you're experiencing crashes, try these troubleshooting steps:

• Force close the app and reopen it
• Restart your device
• Check for app updates in your app store
• Ensure your device OS is up to date
• Clear the app cache (in app settings)
• Uninstall and reinstall the app (your data will be preserved if you're signed in)

If the problem persists, please contact support@terrapinlab.com with details about your device model, OS version, and when the crash occurs.

Minimum system requirements vary by app, but generally:

iOS:

• iOS 15.0 or later
• iPhone 8 or newer (iPhone X or newer recommended)
• iPad (6th generation) or newer

Android:

• Android 8.0 (Oreo) or later
• Minimum 2GB RAM (4GB recommended)
• 100MB free storage space

We appreciate bug reports! You can report issues through:

• In-App: Settings → Help & Support → Report a Bug
• Email: support@terrapinlab.com
• Online Form: Visit our Issue Reporting page

Please include: your device model, OS version, app version, steps to reproduce the issue, and screenshots if applicable.

Offline functionality varies by application:

• Shush Baby: Core features work offline; soothing sounds are available without internet
• Hark: Downloaded content can be accessed offline
• SiteScope & Draftly: Limited functionality offline; full features require internet connection for real-time sync

Data created offline will sync when you reconnect to the internet.

Yes! Your account works across all your devices. Simply sign in with the same credentials on each device, and your data will sync automatically.

Please note that some subscription plans may limit the number of active devices. Check your subscription details in the app for specific limitations.

To export your data:

• Open the app and go to Settings
• Navigate to Data & Privacy
• Select "Export Data"
• Choose your export format (JSON, CSV, or PDF depending on the app)
• You'll receive a download link via email

Data export may take a few minutes to several hours depending on the amount of data. You can also request a data export by contacting privacy@terrapinlab.com.

We offer APIs for select applications, particularly within the Cellforge Platform. API access is available to enterprise customers and approved developers.

For API documentation and access requests, please visit our Developer Portal or contact developers@terrapinlab.com.