Privacy Policy

1. Introduction

This Privacy Policy explains how we handle personal information when you visit our website, create a GenReel account, or use the GenReel service (together, the "Service"). It applies to visitors, registered users, and anyone who contacts us.

GenReel is an independent AI video generator. You choose a trend template — a reference scene with fixed camera work and cuts — and upload photos into the available photo slots. The Service then produces a short MP4 using third-party AI video models. There is no text prompt input.

This policy is effective as of 29 October 2026. It does not cover third-party websites or services that we do not control.

2. Information We Collect

We aim to collect only what we need to operate the Service.

2.1 Account Information

When you create an account, we collect your email address and your name, and, if you choose to add one, a profile image. We store a hashed version of your password. If you sign in with Google or GitHub, we receive an identity from that provider instead of a password. We keep session records, which may include your IP address and user agent.

2.2 Content You Submit

We collect the photos you upload, the videos generated from them, and any content you send us through in-app support tickets, including optional image attachments.

Uploaded photos are stored in our object storage. To perform a generation, we transmit those photos to third-party AI model providers as URLs.

2.3 Usage and Device Data

We may collect information about how you use the Service, such as the templates you select, the generations you request, error events, and the pages or features you access. We may also collect technical data such as IP address, user agent, browser and device type, and approximate location derived from your IP address.

At signup, we capture referral information, which may include UTM parameters and the referring page.

2.4 Payment Information

Credit purchases are processed by third-party payment providers. Depending on your region and the options available at the time, these may include Stripe, PayPal, Creem, Waffo Pancake, Alipay, or WeChat Pay; only some of these may be enabled at any given time. Where Waffo Pancake processes a purchase, it acts as the merchant of record for that transaction and receives the information needed to collect payment, calculate tax and issue the receipt. We receive limited transaction details, such as an order ID, amount, currency, payment status, and billing email. We do not receive or store full card numbers.

GenReel sells one-time credit packs only. We do not offer subscriptions, recurring billing, or auto-renewal.

2.5 Cookies and Similar Technologies

We use a small number of cookies and similar technologies:

• A first-party session cookie, needed to keep you signed in and to operate core features.
• A first-party cookie_consent cookie, which records your cookie preferences.
• Optional analytics and advertising cookies, set only where consent is required and has been given.

We use privacy-friendly analytics (Plausible) and may also use Google Analytics or Google AdSense in some contexts. Where consent is required, these are loaded only after you consent. You can clear or block cookies through your browser settings, though some parts of the Service may not work as intended if you do.

3. How We Use Your Information

We use personal information to:

• Provide the Service. Create and maintain your account, authenticate sessions, and keep the Service functioning.
• Generate videos. Pass your uploaded photos to AI model providers so that a video can be produced, and deliver the result to you.
• Process payments. Confirm credit purchases, apply credits to your account, and maintain related records.
• Send transactional email. Deliver account, security, and purchase-related messages through third-party email providers.
• Provide support. Respond to your questions, investigate issues, and review attachments you send us.
• Prevent abuse and fraud. Detect misuse of the Service, enforce our limits, and protect the Service and its users.
• Understand aggregate usage. Measure how the Service is used so that we can improve it; we aim to rely on aggregated or de-identified information where practical.
• Comply with law. Meet our legal, tax, accounting, and regulatory obligations, and respond to lawful requests.

We do not use your uploaded photos to train our own models. Third-party AI model providers process photos to perform the generation you request, subject to their own terms.

4. Legal Bases for Processing

Where applicable law requires a legal basis, we rely on the following:

• Performance of a contract — to provide the Service you have asked for, including account operation, video generation, and credit purchases.
• Legitimate interests — to keep the Service secure, prevent abuse and fraud, understand aggregate usage, and improve the Service, balanced against your rights.
• Consent — for optional analytics and advertising cookies, and for other processing where we ask for your consent.
• Legal obligation — to keep records and respond to lawful requests where required.

Where we rely on legitimate interests, you may object as described in Section 7.

5. How We Share Information

We do not sell your personal information. We share personal information only in the circumstances described in this section.

5.1 Service Providers

We use third-party providers to operate the Service, and they may access personal information as needed to perform their tasks. These fall into the following categories:

• Hosting, storage, and content delivery, including the object storage that holds uploaded photos and generated videos.
• Payment processing, including the providers described in Section 2.4.
• Email delivery, for transactional messages.
• AI model providers, which receive uploaded photos as URLs in order to generate videos.
• Analytics providers, where enabled and, where required, consented to.
• Support and communication tooling used to handle tickets and replies.

These providers are expected to handle personal information under their own terms and, where applicable, contractual obligations. The specific providers we use may change over time, and this section describes categories rather than a fixed list.

5.2 Legal Requirements

We may disclose information if we believe in good faith that doing so is necessary to comply with applicable law, regulation, legal process, or a lawful request from a public authority; to enforce our terms; or to protect the rights, property, or safety of GenReel, our users, or others.

5.3 Business Transfers

If we are involved in a merger, acquisition, financing, reorganisation, or sale of assets, personal information may be transferred as part of that transaction, subject to applicable law.

We may also share aggregated or de-identified information that does not reasonably identify you.

6. Data Retention

We retain personal information for as long as needed for the purposes described in this policy, and we aim to keep retention periods reasonable.

• Generated videos are retained for up to 30 days. After that period, we no longer guarantee that they remain available, and they may be deleted at any time without further notice.
• Uploaded photos are retained for as long as needed to provide the Service, including so that you can view previous generations, or until you ask us to remove them.
• Account information is retained while your account exists and for a limited period afterwards where needed for backups, dispute resolution, or legal compliance.
• Payment and transaction records are retained for as long as required by applicable tax, accounting, and other legal requirements.
• Support correspondence is retained for as long as needed to handle your request and maintain a record of the interaction.

Where information is no longer needed, we aim to delete it or de-identify it, though residual copies may persist in backups for a period.

7. Your Rights

To the extent permitted by applicable law, you may have the right to:

• Access the personal information we hold about you.
• Correct information that is inaccurate or incomplete.
• Delete your personal information, subject to legal and operational limits.
• Export or receive a portable copy of certain information you provided to us.
• Object to processing based on legitimate interests.
• Restrict certain processing.
• Withdraw consent where processing is based on consent, without affecting processing that already occurred.
• Complain to a supervisory authority in your country or region.

To exercise any of these rights, please use the contact details at the end of this policy. We may ask you to verify your identity before acting on a request, and we may decline requests where the law permits or requires us to do so. We aim to respond within the time required by applicable law.

GenReel does not currently offer self-service account deletion. Deletion requests are handled manually, so please use the contact details at the end of this policy if you would like your account deleted.

We would appreciate the chance to address any concern before you approach a supervisory authority.

8. Data Security

We use reasonable technical and organisational measures that we consider appropriate to protect personal information, including measures intended to limit access to stored content and to protect data in transit. However, no method of transmission or storage is completely secure, and we do not guarantee absolute security. You are responsible for keeping your account credentials confidential.

9. AI-Generated Content

Videos produced through GenReel are generated by third-party AI models from the photos you provide and the template you select. Outputs may be inaccurate, unexpected, or not what you intended. Generated content is not reviewed by a human before it is delivered to you. You are responsible for how you use the outputs and for ensuring that your uploads and your use comply with applicable law and the rights of others.

10. Children's Privacy

The Service is not intended for anyone under 18, and we do not knowingly collect personal information from children. If you believe that a child has provided us with personal information, please contact us using the details below and we will take reasonable steps to remove it.

11. International Data Transfers

GenReel and the providers we use may process personal information in countries other than the one you live in, including countries whose data protection laws may differ from yours. Where required, we aim to put appropriate safeguards in place for such transfers. We do not guarantee that every transfer will be subject to safeguards identical to those available in your country.

12. Changes to This Policy

We may update this policy from time to time. When we do, we will revise the date at the top of this page. Where changes are material, we aim to provide additional notice through the Service or by email. Your continued use of the Service after an update means the revised policy applies, to the extent permitted by law.

13. Contact

If you have questions about this policy or how we handle personal information, please contact us:

• Website: https://genreel.app
• Email: support@mail.genreel.app