Privacy Policy

LoveReel is operated by TPP Technology Pty Ltd, a company registered in Australia. We are responsible for the personal information described in this policy (the “controller”, in the language of some privacy laws). You can reach us about anything in it at contact@getlovereel.com.

A LoveReel film is made from very personal material — your story and your photos. This policy tells you exactly what we collect, who else touches it and when it is deleted.

What you give us

• Your story: your answers to our questions, the occasion, and the style and format you choose. Your story may include sensitive details about your relationship; please only tell us what you are comfortable seeing in a film.
• Your wedding details, if you order a wedding invitation film: the date, the venue and its city, and the time, reply details, dress code and colours you choose to add. We set them into the film and the invitation cards, and we store and delete them exactly like your other answers.
• Names and pronouns: the first names of the two people in the film, and the pronouns each of them goes by (she, he or they), so that the film never has to guess who is who from a name.
• Photos: the pictures you upload, who of the two of you is in each, and any note you add. We use the faces in them only to make the people in your film resemble you; we do not build face templates for identifying anyone and we do not match faces across orders.
• Your email address, so that we can send you your preview, your film and messages about your order.
• Anything you write to us: revision notes, support emails.

What we collect automatically

• Your IP address, when you start an order — used to limit abuse of free previews and to keep the service secure.
• Order events: which step an order has reached and when (for example “preview requested”, “paid”, “delivered”), and the campaign tags (utm_…) of the link that brought you to us, if any.
• Basic server logs (time, page, browser type, errors). Our application scrubs order links from what it logs.

What we get from Stripe

• Payment metadata: that you paid, how much, in which currency, when, and Stripe’s reference numbers for the payment. We never receive or store your card number or your card’s security code — you give those to Stripe directly.

What we create

• The script, the narration, the images, the video scenes, the music and the finished film — and, for a wedding invitation film, the invitation cards — generated from the above, and stored with your order.

• To make and deliver your preview and your film, handle revisions, redo shots and answer your questions. This is what you ask us to do (the contract between us).
• To take payment and give refunds, and to keep the records the law requires of a business (contract and legal obligation).
• To email you about your order: preview ready, payment received, film ready, a problem, or the links you asked for. We do not send marketing email unless you have separately signed up for it.
• To keep the service safe and fair: limiting free previews per person, preventing fraud and abuse, fixing errors (our legitimate interest in running a reliable service).
• To understand how the service is doing, using counts and order events — for example how many previews turn into films. We look at totals, not at your story.

Your photos contain faces, and your story may contain sensitive information. We process them only because you upload them and ask us to make a film from them; when you send your story you confirm that you — and the other person in the photos — agree to that. You can withdraw that agreement at any time by asking us to delete your order.

We do not have our own AI models. To make your film we send parts of your content to specialised services, which process it for us under their business/API terms. These are all of them. The ones marked “only when enabled” are alternatives our software can use; they receive nothing unless we switch them on.

We send each service only what it needs for its step, and never your email address or payment information to the AI services. Your order link is never sent to any of the AI services.

Beyond this list we share personal information only if the law requires it (for example a court order), to protect someone’s safety or our legal rights, or with a buyer of our business — who would have to honour this policy.

The services above operate in several countries, including the United States, the European Union, the United Kingdom and Singapore, and we may be based in a different country from you. So your content will usually be processed outside the country you live in, where privacy laws may differ from yours.

We use reputable providers, agree data-processing terms with them and, where the law asks for it (for example for people in the EU or the UK), rely on recognised safeguards such as standard contractual clauses. By sending us your story you ask us to make your film in this way.

A job runs once a day and does exactly this. The clock starts at your last activity on an order — the day your film was delivered or refunded, the day it failed, or simply the last day you touched it. While a film is actually being made, the job that is making it is left alone, however long it takes; nothing else pauses the clock.

• Your photos and every working file (the script drafts, reference images, generated images and clips, the narration and the music): deleted 30 days after your last activity. That is the same 30 days whether you bought the film or abandoned a preview.
• Finished films (both formats, the subtitle file, the poster image and an invitation’s cards): kept until 90 days after your last activity, so that you can download them, and then the whole folder is deleted. Please download your film; we cannot recreate it afterwards.
• Drafts you never sent us: if you start a film and never send it for a preview, the draft and anything you uploaded to it are deleted after 14 days, record and all.
• Your IP address is removed 7 days after you start an order — by then it has done its only job, which is to keep one person from using up the free previews.
• Notes about a failed run can quote fragments of your story back to us; they are cleared with the photos, after 30 days.
• Your story answers and your order record — your email address, names and pronouns, what was ordered, payment references, dates and order events — are kept. The order record is kept as long as tax and accounting law requires (typically five to seven years) and then deleted or anonymised; your answers stay with it. We keep them on purpose, so that we can answer a question about your film, remake a shot, or make the film again if you ask. If you would rather we did not, say so and they go within seven days — see Your rights.
• Emails you send us are kept for as long as we need them to help you, and deleted when you ask. Server logs are kept for a short period — weeks, not years.

The AI services keep what we send them only for as long as their API terms allow — typically not at all, or for a short period for abuse monitoring — and delete it afterwards.

We do not sell your personal information, we do not share it for advertising, and we do not build profiles of you.

We do not use your photos, your story or your film to train AI models. The AI services we use act on our behalf under their business/API terms, which restrict what they may do with content sent through their APIs, and we do not opt in to any programme that would let them train on your content.

We will not use your film or your photos as a sample, in advertising or anywhere else in public unless you have separately and explicitly agreed to it.

Your order lives behind a long, random, private link that only you receive; anyone who has the link can see the order, so please treat it like a password and share the downloaded film rather than the link. Order pages are excluded from search engines and do not pass their address on to other websites. Connections are encrypted, files are stored with access controls, and our application scrubs order links from its logs.

No system is perfectly secure. If something goes wrong that is likely to affect you, we will tell you and the relevant authority as the law requires.

Wherever you live, you can ask us to:

• show you the personal information we hold about you, or give you a copy;
• correct it if it is wrong;
• delete it. Email us from the address you ordered with and we delete your story answers, your photos, every generated file and your film within 7 days — sooner if we can — and ask our processors to do the same where they hold anything. If you never paid us, the whole order record goes with it. If you did, we keep only the minimal payment record the law obliges us to keep: your email address, your names, what was ordered, the payment references and the dates.

Depending on where you live (for example in the EU, the UK, Australia or California) you may also have the right to object to or restrict certain uses, to take your data elsewhere, to withdraw consent, and to complain to your privacy regulator. We would appreciate the chance to put things right first: write to contact@getlovereel.com. We never treat you differently for using these rights.

LoveReel is for adults. You must be 18 or older to use it, and our Terms do not allow photos of anyone under 18. We do not knowingly collect information about children. If you believe a photo of a minor has been uploaded, tell us at contact@getlovereel.com and we will delete it promptly.

We use strictly necessary storage only. While you fill in your story, your browser remembers which order is yours (in its local storage) so that a refresh does not lose your work; Stripe sets the cookies it needs to take a payment securely and prevent fraud on its checkout page.

There are no advertising trackers, social media pixels or third-party analytics on your order pages — the pages that show your story, your preview and your film. If we ever add analytics to our public marketing pages, we will describe it here first and ask for your consent where the law requires it.

When we change how we handle personal information — a new processor, a different retention period — we update this page and the date at the top. If a change is significant and you have an order in progress, we may also email you about it.

For any privacy question or request, write to contact@getlovereel.com — ideally from the email address you ordered with, so that we can find your order without asking for your private link.

TPP Technology Pty Ltd
Australia