Privacy Policy

1. Who Is Responsible for Your Personal Information

Vidaloops is responsible for personal information under our control. Our person responsible for the protection of personal information is:

Privacy Officer Head of Privacy
Email: [email protected]
Mailing Address: 1685 Rue Bélanger Montreal, Quebec, Canada H2G 1B1

You may contact us at the email address above with questions, privacy requests, access or correction requests, consent withdrawals, complaints, or concerns about how we handle personal information.

2. Personal Information We Collect

The personal information we collect depends on how you use the Service.

2.1 Account and Contact Information

When you create an account or communicate with us, we may collect your name, email address, username, company name, password or authentication information, preferred language, account settings, support messages, and other information you choose to provide.

2.2 Billing, Subscription, and Credit Information

Payments are processed through Stripe. We do not intentionally store full credit card numbers on our own systems. Stripe stores and processes customer information and payment data needed to complete purchases, manage subscriptions, issue invoices, process refunds, handle taxes, prevent fraud, and comply with payment laws.

We may receive and store limited billing-related information from Stripe, such as your customer ID, subscription status, transaction history, invoice details, plan type, credit purchases, payment status, partial card details such as brand and last four digits, billing country, and tax-related information. Stripe's handling of personal information is governed by Stripe's own privacy terms in addition to our instructions where Stripe acts as our service provider or processor.

2.3 User Content and AI Generation Data

When you use the AI video features, we may collect and process prompts, uploaded images, videos, audio, reference files, instructions, generated outputs, render settings, project names, metadata, error logs, model selections, timestamps, and related usage information.

Your prompts, uploads, and generated videos may contain personal information about you or other people. You are responsible for ensuring that you have the required rights, consents, and lawful basis to upload, process, generate, publish, or otherwise use that content.

2.4 Usage, Device, and Technical Information

We may automatically collect information about how you access and use the Service, including IP address, device identifiers, browser type, operating system, referring URLs, pages viewed, features used, buttons clicked, session dates and times, generation requests, credit consumption, system logs, crash reports, security events, and approximate location derived from IP address.

2.5 Cookies, Analytics, and Similar Technologies

We use cookies, pixels, local storage, SDKs, tags, and similar technologies to operate the Service, remember preferences, maintain sessions, analyze usage, troubleshoot issues, measure performance, prevent abuse, and improve the Service.

We use Google Tag Manager to manage tags and Google Analytics to understand how users interact with our websites and product. Google Analytics may collect information such as device information, browser information, IP-derived approximate location, pages visited, events, session information, and interaction data. We do not intentionally send full payment card information or sensitive personal information to Google Analytics.

Where required by applicable law, we will obtain consent before using non-essential cookies or similar technologies. You can also manage cookies through your browser settings, though disabling certain cookies may affect Service functionality.

2.6 Chat and Support Information

We may use a customer chat and support provider, most likely Dashly or a similar provider, to provide live chat, automated support, onboarding messages, product updates, and help desk features. If you use chat features, we may collect your name, email address, chat messages, account identifiers, device information, page activity, and support history as needed to respond to your request and operate the support experience.

3. How We Use Personal Information

We use personal information for the following purposes:

• to provide, operate, maintain, secure, and improve the Service;
• to create and manage user accounts;
• to process prompts, images, files, video generations, renders, exports, and other AI requests;
• to manage subscriptions, credits, billing, invoices, taxes, payments, refunds, and payment disputes;
• to monitor credit consumption, usage limits, rendering activity, model costs, and system performance;
• to provide customer support, troubleshoot errors, respond to inquiries, and communicate with users;
• to send account, billing, security, legal, administrative, and Service-related notices;
• to send product updates, onboarding messages, or marketing communications where permitted by law;
• to analyze usage, measure website and product performance, understand user needs, and improve features;
• to detect, prevent, investigate, and address fraud, abuse, spam, security incidents, prohibited content, and Terms violations;
• to protect the rights, property, safety, and security of users, the Company, service providers, and the public;
• to comply with legal obligations, lawful requests, court orders, regulatory requirements, accounting rules, tax obligations, and recordkeeping duties; and
• to enforce our Terms of Service and other applicable policies.

4. How We Use AI-Related Content

We use prompts, uploads, generated outputs, and related technical data to provide the AI video generation features you request, including queueing jobs, calling AI models, rendering videos, storing files, debugging errors, refunding credits where appropriate, and improving reliability.

We may send prompts, uploads, generated outputs, metadata, or related information to third-party AI model providers and infrastructure providers as necessary to process your generation requests. These providers may process the information in Canada, the United States, the United Kingdom, or other jurisdictions, depending on the provider, model, file storage location, and edge network routing.

Unless otherwise stated in a separate written agreement or account setting, do not upload confidential business information, trade secrets, highly sensitive personal information, regulated data, or content involving individuals without the required rights and consents.

5. When We Disclose Personal Information

We do not sell your personal information. We do not share your personal information with third parties for their own independent marketing purposes. We may disclose personal information only in the situations described below.

5.1 Service Providers

We may disclose personal information to service providers who help us operate the Service. These may include:

• Stripe for payment processing, billing, subscriptions, invoices, taxes, fraud prevention, and refunds;
• Google Tag Manager and Google Analytics for tag management, website analytics, product analytics, diagnostics, and performance measurement;
• Dashly or a similar chat provider for customer chat, support, onboarding, and user messaging;
• AI model providers for prompt, image, and video generation;
• cloud hosting, file storage, and content delivery providers for hosting, file storage, rendering, backups, caching, and global edge delivery;
• email, authentication, security, logging, monitoring, and customer support providers for operational purposes; and
• professional advisors such as lawyers, accountants, auditors, insurers, and compliance advisors.

Service providers are authorized to access personal information only as needed to provide services to us, comply with law, protect security, or perform functions on our behalf. We take reasonable steps to require appropriate confidentiality, privacy, and security obligations.

5.2 Legal, Safety, and Compliance Reasons

We may disclose personal information if we believe it is reasonably necessary to comply with applicable law, a lawful request, a subpoena, a court order, a regulatory inquiry, tax obligations, payment network rules, or other legal process. We may also disclose information to enforce our Terms of Service, investigate abuse or fraud, respond to security incidents, protect rights and safety, or prevent harm.

5.3 Business Transfers

If we are involved in a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar transaction, personal information may be disclosed to parties involved in the transaction, subject to appropriate protections and applicable law.

5.4 With Your Consent or Direction

We may disclose personal information where you direct us to do so or where you give us consent.

6. Storage, Hosting, and International Transfers

Our business is located in Quebec, Canada, and most of our core servers are located in Canada. However, file servers may be hosted in the United States or the United Kingdom, and files may be cached, processed, or distributed globally using edge servers or content delivery networks.

Service providers such as Stripe, Google, Dashly, AI model providers, hosting providers, monitoring providers, and support providers may process personal information outside Quebec or outside Canada. As a result, your personal information may be subject to the laws of those jurisdictions, including lawful access by courts, law enforcement, national security authorities, or regulators.

Where required by Quebec privacy law or other applicable law, we will assess cross-border transfers and take reasonable steps to ensure that personal information receives appropriate protection.

7. Retention

We keep personal information only as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

In general:

• account information is kept while your account is active and for a reasonable period after closure;
• billing, invoice, transaction, tax, and accounting records may be kept for the period required by accounting, tax, payment, and legal obligations;
• prompts, uploads, generated outputs, project files, and render data may be kept while needed to provide the Service, maintain your account, troubleshoot issues, enforce policies, or comply with law;
• support messages and chat records may be kept for quality, training, dispute resolution, and support history;
• security logs and abuse-prevention records may be kept as needed to protect the Service and users; and
• analytics data may be retained according to our analytics settings and business needs.

When personal information is no longer needed, we will delete it, anonymize it, or securely retain it only where required or permitted by law. Backup copies may persist for a limited period before deletion in accordance with backup cycles.

8. Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, use, disclosure, alteration, loss, theft, and destruction. These safeguards may include access controls, encryption in transit, authentication measures, logging, monitoring, limited internal access, vendor review, and security procedures.

No online service, AI system, file storage system, payment system, or method of transmission is completely secure. We cannot guarantee absolute security. You are responsible for keeping your password and account credentials confidential and for using strong authentication where available.

9. Confidentiality Incidents

If we become aware of a confidentiality incident involving personal information under our control, we will take reasonable steps to reduce the risk of harm and prevent similar incidents from occurring. Where required by applicable law, including Quebec privacy law, we will notify affected individuals and the Commission d'accès à l'information du Québec if the incident presents a risk of serious harm.

10. Your Privacy Rights

Depending on where you live and subject to applicable law, you may have the right to:

• request access to personal information we hold about you;
• request correction of inaccurate or incomplete personal information;
• request deletion of personal information, subject to legal and contractual limits;
• withdraw consent where processing is based on consent, subject to legal or contractual restrictions;
• object to or limit certain uses of personal information, where applicable;
• request information about how your personal information has been used or disclosed;
• request portability of certain computerized personal information where required by law; and
• submit a complaint to us or to the applicable privacy authority.

To exercise your rights, contact us at [email protected]. We may need to verify your identity before processing your request. We will respond within the time required by applicable law.

If you are located in Quebec and are not satisfied with our response, you may have the right to contact the Commission d'accès à l'information du Québec.

11. Marketing Communications

Where permitted by law, we may send you emails about product updates, new features, promotions, onboarding, surveys, or similar communications. You can unsubscribe from marketing emails by using the unsubscribe link in the email or contacting us. Even if you unsubscribe from marketing messages, we may still send you transactional, billing, security, legal, and account-related messages.

12. Children's Privacy

The Service is not intended for children under the age of majority in their jurisdiction unless used with appropriate parental or guardian consent and supervision where permitted by law. We do not knowingly collect personal information from children where prohibited by law. If you believe a child has provided us with personal information without required consent, contact us at [email protected].

13. Third-Party Websites and Services

The Service may contain links to third-party websites, apps, integrations, AI models, or services. This Privacy Policy does not apply to third-party services that we do not control. Their privacy practices are governed by their own policies.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the "Last Updated" date above. If changes are material, we may provide additional notice, such as through the Service, email, or account notifications, where required by law.

15. Contact Us

For questions, privacy requests, complaints, or concerns, contact:

Vidaloops
Attn: Privacy Officer
1685 Rue Bélanger
Montreal, Quebec, Canada H2G 1B1
Email: [email protected]