Privacy Policy

1. General Provisions

LiveLens respects user privacy and takes reasonable measures to protect personal data.

By using the platform, users agree to the terms of this Privacy Policy.

2. Information We Collect

The platform may collect:

• username,
• email address,
• phone number,
• profile photos,
• live audio and video you stream, captured through your device’s camera and microphone,
• device information,
• IP address,
• transaction-related information,
• the text of stream requests, messages, and support conversations,
• the posts you publish and their photos, your comments and reviews, your bio, and the titles of your streams,
• your device’s language, which sets the language of your notifications and of translations, and is sent with the text of a stream request while you write it in the app (see Section 4),
• the message you attach to a donation to a streamer (see Sections 4 and 10),
• photos, videos, and voice messages you send in chats,
• audio you dictate when writing a stream request with the microphone (see Section 4),
• your approximate location, if you choose to allow it,
• platform usage data, including session recordings made by our product-analytics provider, which capture how you move through the app — taps, scrolling, and screens visited — and not the content of your chats,
• advertising and analytics identifiers, including your device’s advertising identifier where you have allowed it (see Section 6).

Live streams are transmitted in real time through our live-video providers (see Section 6). One-to-one sessions are recorded so that either participant can keep a copy: when the recording is ready, both people are notified in the app and can watch it and save it to their own device, from the session summary screen or later from their session history. The recording is kept only long enough for either participant to save it, and in any case no longer than 24 hours from the moment the recording starts, after which it is deleted automatically. LiveLens keeps no copy after that and never makes it available anywhere else. Public broadcasts are recorded by our streaming provider and deleted automatically after thirty days; these recordings are not made available for viewing. To keep the platform safe, individual video frames may be analyzed automatically in real time by our content-moderation provider (see Section 6); these frames are used only for moderation and are not retained.

Photos, videos, and voice messages sent in a chat are stored so that the participants of that chat can open them, and are shown to no one else. Profile photos are stored so that they can be shown in the app.

Location is optional and the platform works without it. If you allow it, LiveLens reads your position only while the app is open — never in the background — and stores it only in a rounded form, to approximately one kilometre. The exact position is never kept. It is used to fill in your city and country, so that stream requests and guides can be matched within your area. Turning location access off for LiveLens in your device settings erases the stored position, and deleting your account removes it as well.

Signing in on the website with a QR code: when the website shows a code for the app to scan, the record of that code keeps the name of your browser and of your computer’s operating system, as the browser reports them, and the country your computer’s IP address belongs to, looked up on our own server in a public database — the IP address is not kept with it. When your phone scans the code, the record also keeps which account scanned it and when the sign-in was confirmed, refused or completed; the country of the phone’s IP address is looked up the same way, only to warn you if the two countries differ, and is not kept. Your phone shows these details before you confirm, and the website shows the account — its name, its username, and the last two digits of its phone number — before it signs in, so that a sign-in you did not start can be refused on either side. The record of a code is deleted a day after it is made.

3. Use of Information

Collected data may be used for:

• operating the platform,
• processing payments and payouts,
• improving platform functionality,
• ensuring security,
• checking content for prohibited material, including the automated checks described in Section 4,
• matching stream requests with guides in the area they are about,
• translating content when you ask for a translation,
• communicating with users,
• fraud prevention.

4. AI Services

Some LiveLens features send what you give them to AI services run by other companies. This section names each of those companies, what is sent to it and why, how long it is kept, and how to say no. In the app, starting with version 1.2.12, your app does not use these services until you allow it: the first time you use one of these features, the app asks whether to allow AI services.

What is sent, and to whom

OpenAI. When you describe a stream request with the microphone, the recording is sent to OpenAI, which turns it into text. When you add a message to a donation, the message is sent to OpenAI, which turns it into a short spoken clip that is played during the stream; the clip is stored in our media storage together with the record of the donation (see Section 6).

Alibaba Cloud (Qwen models). While you write a stream request in the app, its text is sent together with your device’s language when you continue, to check it for prohibited content, to suggest a clearer wording, and to find the place it is about. When you post or edit a request, its text is checked for prohibited content and its place and category are found; the place is used to match the request with guides in that area. The text you publish — posts and changes to them, comments, reviews, your bio, and the titles of your streams — is sent to be checked for prohibited content as it is published. The questions you put to the in-app support assistant are sent as well.

Amazon Web Services (Amazon Rekognition). Your profile photo, the photos in your posts, and frames of live video — of a broadcast, and of a streamer’s side of a one-to-one session — are checked for prohibited content, and the age of the faces in them is estimated so that minors can be protected. This is not facial recognition: no one is identified, faces are not compared with any other picture, and no face template is created.

Translation. When someone asks for a translation of a message, a line of a stream’s chat, a comment, a post, a bio, or a stream request, and their device cannot translate it by itself, the text is sent to Alibaba Cloud together with the language to translate it into. This happens at the request of the person reading it, so text you wrote can be sent this way when someone else asks to read it in their own language, whatever you chose yourself.

Only this content is sent — not your name, phone number, or email address. Messages in chats and lines of a stream’s chat are sent only for a translation, as described above; the photos, videos, and voice messages of a chat, and the customer’s side of a one-to-one session, are not sent to any AI service.

Your choice

When the app asks, you can choose Allow AI or Don’t allow. If you do not allow AI services, your app sends nothing of yours to them, and the rest of the app keeps working: a stream request is published exactly as you typed it, without being sent to any AI service, and you choose its place yourself; a donation can still be sent, without a message. Voice input, translation that your device cannot do by itself, and the support assistant are AI features themselves, so they work only once AI services are allowed. Features that show your content to other people depend on the checks described above, so posting, commenting, writing a review or a bio, changing your profile photo, going live, and taking a one-to-one session as a streamer are available once AI services are allowed.

You can change your answer at any time in the app under Profile → Security → AI services. Turning it off stops your app from sending anything further, except the frames of a broadcast or session that is already running, which are checked until it ends. Content that was already sent is kept by the providers only as described below, and text you wrote can still be translated at another person’s request.

How long it is kept

• LiveLens does not keep the recording of a dictated request on its servers — only the text it becomes, which is saved if you post the request. Translations are kept on your device; our server keeps recent translations only in its memory, reuses each one for up to 15 minutes so that a popular message is not translated twice, and never writes them to its database. On the website, a translation is kept only until you close the page.
• OpenAI does not use content sent through its API to train its models, and keeps it for up to 30 days to provide the service and to detect abuse, unless the law requires it to be kept longer.
• Alibaba Cloud processes this content on its international platform in Singapore, keeps records of this processing under its terms with us, and states that it never uses customer data to train its models.
• We have opted all LiveLens accounts out of Amazon Web Services using our content to improve its AI services. Amazon Rekognition may keep content only as needed to provide and maintain the service.

Each of these companies uses this content only to provide its service to us and to keep that service secure, and provides the same or equal protection of your data as described in this Privacy Policy.

Automated checks

The checks described above are automated. When one finds prohibited content, that content is not published, a live session or broadcast may be stopped, and an account may be restricted or blocked. If your account is restricted or blocked and you believe this is a mistake, write to support@livelens.com, and a person will review it.

On the website

The website livelens.com uses the same services for the same features: a stream request you post, a review you write, and the title of a broadcast are checked by Alibaba Cloud, a broadcast you stream from your computer is checked by Amazon Web Services, and a line of a stream’s chat is translated only when you choose translate under it. The website does not ask the question the app asks; if you do not want your content sent to these services, do not use these features on the website.

5. Payment Services

Payments and streamer payouts are processed by Stripe. Payment-card details are entered directly with Stripe and are handled by Stripe in accordance with its own privacy policy; LiveLens does not store full card numbers.

In the iPhone app, gifts to streamers are bought through Apple’s in-app purchase system, and Apple processes the payment in accordance with its own privacy policy. LiveLens receives a record of the purchase signed by Apple — which gift was bought, when, the price and currency paid, and Apple’s transaction identifiers — and Apple tells us if a purchase is refunded. LiveLens never sees your Apple payment details.

6. Service Providers and Data Sharing

LiveLens does not sell users' personal information.

To operate the service, data may be shared with the following categories of providers:

• Stripe — payment and payout processing;
• Apple — payments for gifts bought in the iPhone app (see Section 5);
• Daily — real-time video for one-to-one sessions and their recordings;
• Cloudflare — delivery of public broadcasts, storage of profile photos, of chat photos, videos, and voice messages, and of the spoken audio of donation messages, and live-room counters such as viewer and like counts;
• Firebase / Google — phone-number verification, sign-in, notifications, and online status;
• Alibaba Cloud (Qwen) — checking texts for prohibited content, improving and placing stream requests, translation, and the support assistant (see Section 4);
• OpenAI — converting dictated stream requests into text, and turning the messages attached to donations into spoken audio (see Section 4);
• Google Maps Platform — converting an approximate location into a city and country name, and searching for places: when you type into a place search, what you type is sent to Google as you type it;
• Sentry — crash and error diagnostics used to detect and fix technical failures;
• Amazon Web Services (AWS) — automated content moderation with Amazon Rekognition: checking profile photos, post photos, and frames of live video for prohibited content, and estimating the age of faces to protect minors (see Section 4);
• Meta (Facebook), TikTok, and Firebase / Google Analytics — measurement of advertising and app usage, as described below;
• hosting, infrastructure, and analytics providers that help us run the platform;
• government authorities, when required by law.

Each provider receives only the data it needs for the purpose listed above, processes it under its agreement with us and its own privacy policy, and provides the same or equal protection of your data as described in this Privacy Policy.

Advertising measurement

LiveLens advertises the app, and to understand which advertising works we share limited information with our advertising partners named above. This includes your device’s advertising identifier and records of certain actions in the app — for example creating an account, signing in, opening a guide’s profile, creating a stream request, inviting a guide, saving a payment card, and starting or paying for a session, together with the amount paid.

Where you have given permission, we also share identifiers that allow these partners to recognise you as the same person across devices: an internal LiveLens account identifier and, where you have provided them, your name, phone number, and email address. Our advertising partners’ software converts these into an irreversible form (a hash) on your device before sending them; LiveLens does not send your name, phone number, or email address to them in readable form.

On iOS this sharing of identifiers happens only if you allow tracking when the app asks. If you decline, no identifying information about you is sent to our advertising partners, in hashed form or otherwise, and you can change your choice at any time in your device settings. LiveLens does not sell this information, and the app works the same either way.

7. Data Storage, Location, and Protection

User data is stored on servers located in the United States. If you access the platform from another country, your information may be transferred to and processed in the United States.

Three kinds of processing happen elsewhere. The texts that the AI services described in Section 4 send to Alibaba Cloud — stream requests, posts, comments, reviews, bios, stream titles, texts someone asks to translate, and questions to the support assistant — are processed by Alibaba Cloud on its international platform in Singapore. The pictures and video frames described in Section 4 are checked by Amazon Web Services in the European Union (Frankfurt, Germany). Crash and error diagnostics are stored on servers located in the European Union. OpenAI processes the content described in Section 4 in the United States.

The platform takes reasonable measures to protect user data from unauthorized access, alteration, disclosure, or destruction.

8. Account Deletion

Deleting an account closes it straight away and schedules it for removal after 30 days; signing in during those 30 days cancels the deletion. Once removal completes, a rounded region of roughly one kilometre, your country code, and a city name may stay on the account record, along with the records we are required to keep. Our Account Deletion page lists exactly what goes and what stays, and how to ask us to remove the rest.

Users may delete their account at any time in the app, or request deletion by emailing support@livelens.com. For full instructions, see our Account Deletion page. We delete associated personal data except where retention is required for legal, accounting, tax, or fraud-prevention purposes.

9. Children

LiveLens is intended for users aged 18 and older. We do not knowingly collect personal data from anyone under 18. If we learn that such data has been collected, we will delete it.

10. Live Session Visibility

A one-to-one session is visible to people outside the session from the moment it starts, unless the customer who booked it makes it private.

That choice belongs to the customer alone. The streamer taking part in a session does not control whether it is public, and cannot make a public session private or a private session public. The customer may change the setting at any point during the session; a session that is made private stops being visible to others from that moment, although anything already seen by viewers cannot be recalled. A broadcast started without a request is public for its whole duration.

By accepting the End User Licence Agreement and taking part in a session as a streamer, you agree that the session may be visible to other users of the platform, including people who are not party to the session, for as long as the customer keeps it public. If you are not willing for a particular session to be public, do not accept it.

While a session or broadcast is public, other users may watch the live video and audio, see the participants' display names and profile photos, send likes, and — if comments are on — see and post comments visible to everyone watching. A donation sent to the streamer is shown in the stream chat to everyone watching, with the sender’s display name, the amount, and the message, if one was attached. Public sessions and broadcasts may also appear in listings inside the app.

Public sessions and broadcasts are delivered through our streaming provider (see Section 6). LiveLens does not publish them outside the platform. A recording of a one-to-one session is offered only to the two people who took part in it, in the app, for no longer than the 24 hours described in Section 2 — it is not available to anyone else.

11. Changes to the Privacy Policy

The platform reserves the right to update this Privacy Policy at any time.

Continued use of the platform constitutes acceptance of the updated version of the Privacy Policy.

12. Contact

For privacy questions or to request account and data deletion, contact support@livelens.com or use in-app support.