Privacy Policy

Last Updated: January 1, 2025

This Privacy Policy describes how Twila ("Company", "we", "us", or "our") collects, uses, and shares information when you use our mobile application and related services (the "Platform").

1. Information We Collect

1.1 Information You Provide

We may collect:

  • Name
  • Email address
  • Phone number
  • Account profile information
  • Communications with support
  • Content uploaded by Photographers, including photos

1.2 Automatically Collected Information

When you use the Platform, we may collect:

  • Device information
  • App usage data
  • Approximate location (during booking only)
  • Log and diagnostic data

1.3 Payment Information

All payments are processed by a third-party payment processor (such as Stripe).

We do not store or process full payment card numbers. Payment information is handled directly by our payment processor in accordance with their privacy policies.

2. How We Use Information

We use information to:

  • Operate and improve the Platform
  • Facilitate bookings and payments
  • Deliver photos and related services
  • Communicate with users
  • Provide customer support
  • Prevent fraud and abuse
  • Comply with legal obligations
  • Moderate content and enforce Platform policies
  • Investigate suspected fraud, abuse, or safety issues
  • Maintain Platform integrity and security
  • Comply with law enforcement requests and legal processes

3. How We Share Information

We may share information with:

  • Photographers, as necessary to complete bookings
  • Payment processors for transaction processing
  • Cloud service providers for hosting and storage
  • Analytics providers (in aggregated or anonymized form)
  • Legal authorities when required by law
  • Law enforcement, regulators, or courts when required or permitted by law, including in response to valid legal requests

We do not sell personal information.

4. Location Information

Location data is used solely to:

  • Enable booking functionality
  • Match Users with nearby Photographers

Location data is not stored beyond what is necessary to provide the service.

5. Photos & User Content

Photos and related content uploaded by Photographers are stored securely and made available to the applicable User through the Platform.

In addition, authorized Twila personnel may access photos, including private photos, solely for legitimate Platform purposes, including but not limited to:

  • Content moderation and trust & safety review
  • Fraud detection and abuse prevention
  • Customer support and dispute resolution
  • Quality assurance and technical troubleshooting
  • Compliance with legal obligations and enforcement of our Terms

Twila does not use photos for advertising or marketing purposes without the User's explicit permission.

We may use automated tools to assist with content moderation and safety enforcement.

6. Data Retention

We retain personal information and user content for as long as reasonably necessary to:

  • Provide and maintain the Platform
  • Fulfill contractual obligations
  • Resolve disputes and enforce agreements
  • Comply with legal, regulatory, and audit requirements

Photos and related content may be retained for the duration of the User's account, and for a reasonable period thereafter, including in backups or archives, unless deletion is required by law.

7. Data Security

We implement reasonable administrative, technical, and physical safeguards designed to protect personal information.

However, no system is completely secure.

7.1 Data Processing Location

Information is processed and stored in the United States.

8. Your Rights

Depending on your location, you may have the right to:

  • Access your personal information
  • Request correction or deletion
  • Object to certain processing

8.1 State Privacy Rights

Residents of certain states, including California and Texas, may have additional privacy rights under applicable laws, including the right to request access to or deletion of personal information.

Twila does not sell personal information and does not discriminate against users for exercising privacy rights.

Requests may be submitted using the contact information below, and we may verify your identity before processing requests.

9. Children's Privacy

  • The Platform is not intended for individuals under 18 years of age.
  • We do not knowingly collect personal information from children.

10. Third-Party Services

The Platform may link to or integrate with third-party services.

We are not responsible for the privacy practices of those third parties.

11. Changes to This Policy

  • We may update this Privacy Policy from time to time.
  • The "Last Updated" date will reflect the latest changes.

12. Contact Us

If you have questions about this Privacy Policy, contact:
📧 support@twila.io