Privacy Policy

1. Information We Collect

1.1 Information You Provide:

• Email address (for account creation)
• Mobile phone number (optional, only if you enable text notifications)
• Name and professional information (during onboarding)
• Photos and content you upload
• Payment information (processed securely by our payment processor)

1.2 Information Collected Automatically:

• Device and browser information
• IP address
• Usage data and analytics
• Cookies and similar technologies
• Advertising attribution data, such as campaign parameters, ad click references, browser identifiers, and conversion events

Text Message (SMS) Notifications

If you opt in, Reel-E sends account notification text messages (for example, when a video finishes rendering or before a free trial ends) and occasional marketing text messages with tips and offers. Consent is optional, is not a condition of purchase, and is collected with an unchecked checkbox alongside the exact terms you agree to. Marketing messages are limited to 4 per month and are only sent between 9am and 8pm in your local time. Message and data rates may apply and message frequency varies. Reply STOP to any message to opt out of all texts and HELP for help; you can also turn texts off in your account settings at any time. We never sell or share your phone number with third parties for their marketing. Mobile opt-in data is not shared with third parties except our SMS delivery provider (Telnyx) solely to deliver the messages.

2. How We Use Your Information

We use your information to:

• Provide and improve the Service
• Process your payments
• Send transactional emails (account, videos, receipts)
• Respond to support requests
• Analyze usage patterns to improve the Service
• Review conversations with the AI Director in the editor, and use them to improve our AI models and features
• Measure the performance of our advertising campaigns
• Detect and prevent fraud

3. Service Providers

We work with trusted service providers who assist us in operating the Service. These providers process data on our behalf and are contractually obligated to protect your information. Categories of service providers include:

• Payment Processors: Process subscription payments and handle billing information securely
• AI and Video Processing Services: Generate motion effects and render videos from your uploaded photos
• Cloud Infrastructure Providers: Store and deliver your uploaded content and generated videos
• Email Delivery Services: Send transactional emails such as account notifications and video completion alerts
• Analytics Services: Help us understand how users interact with the Service to improve functionality
• Advertising and Measurement Services: Attribute visits, signups, trials, and subscriptions to our campaigns. Depending on the campaign, we may provide hashed account identifiers, ad click references, device and browser information, IP address, and conversion details for measurement and deduplication.

We carefully select service providers who maintain appropriate security measures and comply with applicable data protection regulations. These providers are only permitted to use your data as necessary to perform services on our behalf.

4. Data Retention

• Account data: Retained while account is active
• Uploaded content: Retained while your subscription is active, and for 12 months after it ends, unless you delete it or close your account sooner.
• Generated videos: Retained for as long as your subscription is active. If your subscription ends, projects are retained for 12 more months and then permanently deleted. Trial projects are deleted 180 days after an unconverted trial ends, and projects from accounts that never subscribed are deleted 90 days after creation. We send email notice before deletion. Deleted content may persist in our secure backups for a limited period, and copies cached outside our systems (for example by search engines, social platform link previews, or your browser) may remain accessible for a period after deletion until those caches expire.
• Analytics data: Aggregated and anonymized over time

5. Data Security

We implement appropriate security measures to protect your data, including:

• Encryption in transit (HTTPS/TLS)
• Secure cloud infrastructure
• Access controls and authentication

However, no method of transmission is 100% secure.

6. Your Rights

You have the right to:

• Access your personal data
• Correct inaccurate data
• Delete your data
• Export your data
• Opt out of marketing communications

To exercise these rights, contact support@reel-e.ai

7. Cookies

We use cookies for:

• Authentication and session management
• Analytics and performance monitoring
• Advertising attribution and conversion measurement
• Feature functionality

You can control cookies through your browser settings.

Listing websites. Real estate professionals who use Reel-E may add their own analytics or advertising tags (for example a Meta Pixel or Google tag) to listing websites we host for them. The professional, not Reel-E, decides how data collected by their tags is used, under their own privacy policy and the tag provider's terms. We honor Global Privacy Control signals for these tags.

8. Children's Privacy

Our Service is not directed to children under 13. We do not knowingly collect information from children under 13. If we learn we have collected such information, we will delete it.

9. California Privacy Rights (CCPA)

California residents have additional rights:

• Right to know what personal information is collected
• Right to delete personal information
• Right to opt-out of sale (we do not sell personal information)
• Right to non-discrimination

To submit a verifiable consumer request, email us at support@reel-e.ai with "CCPA Request" in the subject line. We will verify your identity by confirming information associated with your account before processing your request.

10. European Users (GDPR)

If you are located in the European Economic Area (EEA), United Kingdom, or Switzerland, you have additional rights under the General Data Protection Regulation (GDPR):

10.1 Legal Basis for Processing:

• Contract: Processing necessary to provide the Service you requested
• Legitimate Interests: Processing for fraud prevention, security, and service improvement
• Consent: Where you have provided explicit consent for specific processing activities
• Legal Obligation: Processing required to comply with applicable laws

10.2 Your GDPR Rights:

• Right of access to your personal data
• Right to rectification of inaccurate data
• Right to erasure ("right to be forgotten")
• Right to restrict processing
• Right to data portability
• Right to object to processing
• Right to withdraw consent at any time
• Right to lodge a complaint with a supervisory authority

To exercise these rights, contact us at support@reel-e.ai. We will respond to your request within 30 days.

10.3 International Data Transfers:

Your data may be transferred to and processed in the United States. We ensure appropriate safeguards are in place for such transfers, including standard contractual clauses approved by the European Commission.

11. Data Breach Notification

In the event of a data breach that affects your personal information, we will:

• Notify affected users within 72 hours of becoming aware of the breach, where feasible and required by law
• Provide information about the nature of the breach and categories of data affected
• Describe measures taken or proposed to address the breach and mitigate potential adverse effects
• Notify relevant supervisory authorities as required by applicable law

12. International Users

Our Service is operated in the United States. By using the Service, you consent to the transfer of your information to the United States.

13. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of material changes via email or Service notification.

14. Contact Us

Questions about this Privacy Policy? Contact us at support@reel-e.ai

Reel-E LLC