Privacy Policy
Last updated:
Who we are
Hello Entertainment SH.P.K. ("Hello", "we", "us") runs the Hello app for iOS and Android and the website feelinghello.com. We are the controller of personal data processed for the purposes described in this policy.
Privacy contact: app@feelinghello.com.
This policy covers the Hello apps, our website and support communications. Hello is available internationally and is intended only for people aged 18 and over. The rights and legal requirements that apply may depend on your location and the applicable data protection law.
Data we collect
We collect information you provide, information created when you use Hello, and information from other users and the services involved in providing Hello. The categories below apply where you use the relevant feature.
| Category | Information |
|---|---|
| Account information | Name, username, email address, date of birth, gender and sign-in credentials. |
| Profile information | Profile photos and interests you add. |
| Content you share | Messages, photos, videos and voice notes you send. |
| Activity and call history | Friends, matches and call metadata, such as participants, time and duration. This is separate from call audio and video. |
| Location | Approximate location by default or precise location if enabled. Location is required to use Hello; see "Location" below. |
| Age-estimation information | Facial information submitted through Didit, age-check outcomes and liveness results, including the score accessible in Didit's dashboard. No identity document is requested in this flow. |
| Purchases | Subscription status and app-store transaction records. Hello does not receive your full payment-card details. |
| Device and technical information | IP address, device model, operating system and app version. |
| Usage and diagnostics | Information about app usage, performance and crashes. |
| Support and safety | Your communications with us and reports submitted by you or about you. |
| Connected services and migration | Information from a sign-in provider you choose and, where applicable, account information from the previous version of Hello. |
How we use your data
We use personal data to provide Hello, maintain accounts, enable matching and communications, manage subscriptions, respond to support requests, protect the service and meet applicable legal requirements.
| Purpose | Legal basis |
|---|---|
| Create accounts, provide matching, calls, messages and service notifications; handle subscriptions and support. | Performance of our contract with you, to the extent the processing is necessary to provide those services. |
| Protect accounts, handle reports, moderate profile photos and prevent fraud or abuse, excluding the age-check flow below. | Our legitimate interests in maintaining a safe and secure service, subject to the required balancing assessment. |
| Estimate age, perform liveness checks and automatically restrict access following an underage report. | Our legitimate interests in maintaining a safe and secure service, protecting users and preventing misuse, where the processing is necessary and those interests are not overridden by your rights and freedoms. |
| Usage of approximate location for matching. | Performance of our contract with you, only to the extent approximate location is objectively necessary to provide the location-based matching you request. |
| Migrate an existing account to the new system. | Performance of our contract with you, where the migration remains applicable and is necessary. |
| Comply with applicable law and legally binding requests. | Compliance with a legal obligation that applies to Hello. |
Where processing relies on consent, you may withdraw that consent without affecting the lawfulness of processing carried out before withdrawal. Contact app@feelinghello.com to exercise this right.
Safety, moderation and age verification
Profile-photo moderation
We use external automated tools to check profile photos for content that may breach our Terms, such as nudity or violence. The flagged photos will be automatically rejected. Hello's automated content moderation is limited to profile photos; it is not used to scan private messages or live calls.
Age estimation with Didit
If another user reports you as underage, Hello automatically requires an age-estimation check before you can continue using the app. You are redirected to Didit to provide camera-based facial information for age estimation and liveness checks. Liveness checks assess whether the capture appears to come from a live person.
This Hello age-check flow does not request an identity document. Hello receives the check outcome and can view liveness results, including a percentage score.
The app uses the check result to determine whether access can continue. If you decline the check, you cannot continue using Hello and may log out. If you fail the check, the app automatically signs you out.
An age estimate is not a verified date of birth, and a failed liveness check is not, by itself, proof that someone is under 18. The description of the current process does not limit rights you may have under applicable law.
Location
Hello needs location information to provide location-based matching. We request access to approximate GPS coordinates. You can use Hello with approximate location instead of precise location, but you cannot use Hello without providing location information.
Other users see your city, not your GPS coordinates. We also use IP-based approximate location for account-security purposes.
You can change location permissions in your device settings. If the change prevents Hello from obtaining the location information required for the service, you will not be able to continue using the app.
Calls
Calls. Hello does not intercept, listen to, or record the audio or video of your calls. Call-history information, such as who called, when and for how long, is separate from the call content.
Screenshot protection. Hello includes an in-app screenshot-prevention setting, which users can disable. This is a capture-control feature, not a guarantee that content cannot be copied or recorded. For example, another person may photograph a screen using a different device.
Camera effects
Hello uses Snap Camera Kit to provide optional face filters when you send photos and during video calls. You can use the camera without enabling a filter.
Camera Kit processes camera images and facial-feature information to apply the selected effect. Snap's own terms and privacy information explain its processing in connection with the technology; they do not replace Hello's explanation of its integration.
Account migration
If you had an account on the previous version of Hello, your account information and friend list may be transferred to the new system when you sign in.
Communications
Hello sends communications needed to provide the service, including account notices and support replies. These service communications are distinct from optional promotional messages.
How long we keep data
We keep personal data for the purposes described in this policy. The retention period depends on the type of information, the service involved and any applicable legal requirement.
| Information | Retention and deletion |
|---|---|
| Hello account | Scheduled for deletion 14 days after an account-deletion request. Signing in during that period cancels the request. |
Your rights
Depending on applicable law and the processing involved, you may request access to your personal data, a portable copy, correction, deletion or restriction. You may also object to processing based on legitimate interests or withdraw consent where consent is the basis for processing. These rights are subject to applicable conditions and exceptions.
Send privacy requests to app@feelinghello.com. Where possible, use the email address associated with your Hello account. If you cannot access it, explain this so an appropriate identity-verification route can be arranged. You can contact us even if you are signed out or no longer have the app.
For requests governed by the GDPR, we normally respond within one month. If an extension is permitted, we will explain the reason and extension within that initial period. Other applicable statutory response periods apply where relevant.
Deleting your account
Request deletion in the app settings. Your account is deactivated and scheduled for deletion after 14 days. Signing in during that period cancels the deletion request. To request deletion without the 14-day waiting period, or if you cannot access your account, email app@feelinghello.com.
The timing and scope of any retained records are explained in "How long we keep data". Removing the app does not delete your account. Deleting an account does not cancel an app-store subscription; cancel the subscription through the relevant app-store settings.
Children
Hello is intended only for people aged 18 and over. Accounts reported as underage are subject to the age-check process described above. If you believe an underage person is using Hello, report the account through the app.
Changes and contact
We publish changes to this policy with an updated date. Where a change materially affects how we use personal data, we will provide an appropriate notice before it takes effect, as required by applicable law.