Privacy Policy

This Privacy Policy explains how Reelwave Media, Inc. and its affiliates (“Reelwave”, “we”) collect, use and disclose personal information when you use the Reelwave service. We have written it to be as clear as possible. If you have any questions, contact our Privacy Office through the Help Center.

We never sell your personal information.

1. Information we collect

Information you give us. This includes your name, email address, phone number, payment method, profile names and avatars, ratings, playlists, preferences and the content of messages you send to our support teams.

Information we collect automatically. When you use the Reelwave service we collect information about your activity, such as titles watched and songs played, search queries, interactions with recommendations, playback events (for example pauses and seeks), device identifiers, device and software characteristics, connection information, approximate location derived from your IP address, and information collected through cookies and similar technologies. See our Cookie Policy.

Information from partners. If you sign up or pay through a partner — such as a mobile operator, TV manufacturer or app store — we receive information needed to set up and bill your account, such as a partner customer ID and subscription status.

2. How we use information

We use personal information to:

• provide, personalize and improve the Reelwave service, including recommendations, Daily Mixes and your home screen;
• process payments, prevent fraud and keep accounts secure;
• determine your general location to offer content licensed for your region and pricing in your currency;
• communicate with you about your membership, new features, titles and offers (you can opt out of marketing at any time);
• provide customer support;
• measure the performance of the service and of advertising on ad-supported plans;
• comply with legal obligations and enforce our Terms of Use.

3. Disclosure of information

We disclose information only for the purposes described above, to:

• Service providers that perform services on our behalf, such as payment processing, cloud hosting, customer support and analytics, under contracts that require them to protect your information;
• Partners you choose to connect with, such as voice assistants, smart-home platforms and social apps — only the information needed for that integration;
• Advertising partners on ad-supported plans, using de-identified or aggregated information wherever possible;
• Authorities, where required by law or to protect the rights, property or safety of Reelwave, our members or others;
• Successors in connection with a reorganization, merger or sale of assets.

4. Your choices and rights

You can review and update account information at any time under Account. Depending on where you live, you may have the right to access, correct, delete or port your personal information, to object to or restrict certain processing, and to withdraw consent. You can download a copy of your data from Account › Privacy & data. We will respond to requests within the time required by applicable law.

You can turn off personalized advertising, marketing emails and push notifications from your account settings, and manage cookies from the Cookie preferences link in the footer.

5. Security

We use administrative, technical and physical safeguards — including encryption in transit and at rest, passkey and two-step sign-in options, and continuous monitoring — to protect your information. No system is completely secure, so please keep your password private and sign out of shared devices.

6. Retention

We keep personal information for as long as needed to provide the service and for legitimate business purposes such as complying with legal obligations, resolving disputes and enforcing agreements. If you cancel, we keep your profiles and preferences for 10 months so you can easily come back, unless you ask us to delete them sooner.

7. Children

Kids profiles are designed to show age-appropriate content and do not display ads. We do not knowingly collect personal information from children for marketing purposes. Account Owners control kids profiles and can delete them at any time.

8. International transfers

Reelwave operates globally, so your information may be processed in countries other than the one in which you live. Where required, we rely on appropriate safeguards such as standard contractual clauses.

9. Changes

We will update this policy as our service changes. If we make significant changes, we will notify you by email or in the app before they take effect.