1. Who we are
This Privacy Policy applies to the LuvAgain mobile apps (including the LuvAgain Therapist app), our website and any related services (together, the Services). In this policy, "LuvAgain", "we", "us" and "our" refer to the company that operates the Services.
For the purposes of data protection laws such as the EU and UK General Data Protection Regulation (GDPR), LuvAgain is the controller of your personal information. If you have questions, you can contact us at any time through Settings › Help Center in the app.
2. Information we collect
We collect information you give us directly, information created when you use the Services, and a limited amount of information from third parties.
Account information
- Your phone number and/or email address, used to create your account and verify it with a one-time code.
- A password, which we store only in hashed form. We never see or store it in plain text.
- Account status, sign-in history, and the device and IP address used to sign in, which help us keep your account secure.
Profile information
- Your first name, optional last name and username, date of birth, gender and pronouns (you choose whether pronouns are shown).
- Photos, bio, prompts and introductions, interests, languages, height, education and employment status.
- Your city, postcode and matching preferences, such as age range, gender preference, search radius and what you are looking for.
Relationship and wellbeing information
To match you on emotional readiness, the Services ask about your relationship journey. This can include your relationship or divorce status, time since your breakup and (optionally) the reason, whether you have children and your co-parenting situation, pets, your answers to the Readiness Quiz and your resulting readiness score, and your progress in the Healing Tracker (such as level, XP, streaks, milestones and badges).
Some optional profile fields, such as religion, ethnicity, and smoking, alcohol or drug use, may be considered sensitive or "special category" information in some countries. You never have to provide them. Where we process sensitive information, we do so with your explicit consent, which you give when you add it to your profile and can withdraw at any time by removing it.
Location
With your permission, we collect your device's precise location to show you people nearby and to power features like Travel Mode. You can turn off location access in your device settings at any time; some matching features will then rely on the city you entered instead.
Messages, calls and community content
- Connection requests, notes and waves you send, and the messages, voice notes, images and reactions you exchange in chat, including one-time-view media.
- Messages you post in Community Groups.
- Call records for 1:1 voice and video calls, such as who called whom, when, and for how long. We do not record the audio or video of calls.
- If you turn on translation, the text we translate and the languages involved.
Circles
When you book a therapist-led Circle, we collect your booking and attendance details, the payment method used (such as an Elite credit or a single purchase), the time you accepted the session's consent terms, and any reports raised during a session. LuvAgain does not record Circle sessions.
Therapists and hosts
If you apply to host Circles, we also collect your professional details, including your name, licence type, licence number and issuing jurisdiction, specialities, bio, and the status of your licence, insurance and background checks, together with records needed to calculate and send your payouts.
Subscriptions and payments
We keep a record of your plan (Free, Plus, or Elite), its status and renewal dates, and any credits or rewards. In-app purchases are processed by Apple (App Store) or Google (Google Play). We receive confirmation of your purchase but never your full card details.
Referrals
If you use or share a referral code, we record the code, the invited person's email address or phone number if you provide them, and signals such as IP address and a device identifier. We use these to credit rewards correctly and to prevent referral fraud.
Device and usage information
We collect technical information such as your device type, operating system, app version, IP address, a push notification token, your language settings, and when you were last active. We use this to run, secure and improve the Services.
Safety information
We keep records of the people you block, reports you make or that are made about you, and the outcome of any moderation review.
3. How we use your information
We use your information only for the purposes described below. Where the law requires it, we rely on the legal basis listed next to each purpose.
| Purpose | Examples | Legal basis |
|---|---|---|
| Provide the Services | Create your account, show your profile, deliver messages and calls, run Circles and the Healing Tracker. | Performance of our contract with you |
| Match you with compatible people | Calculate Soulprint™ compatibility scores and rank your Discover feed. | Contract; explicit consent for sensitive information |
| Keep people safe | Verify accounts, detect fake profiles, fraud and spam, review reports and respond to crisis alerts. | Legitimate interests; vital interests in an emergency; legal obligation |
| Verify therapists and pay hosts | Check licences, insurance and backgrounds, calculate and send payouts. | Contract; legal obligation |
| Process subscriptions and rewards | Unlock plan features, apply credits, run the referral programme. | Contract |
| Communicate with you | Send verification codes, service notices and, if you allow it, push notifications. | Contract; consent for optional notifications |
| Improve the Services | Understand which features are used and fix bugs, using aggregated or de-identified data where possible. | Legitimate interests |
| Meet legal obligations | Keep financial records, respond to lawful requests and enforce our Terms. | Legal obligation; legitimate interests |
4. Soulprint™ and automated matching
Soulprint™ is our compatibility engine. It automatically compares information such as your healing stage and readiness, intentions, interests, location and life stage with other members' to produce a compatibility score and a breakdown shown in the app.
Soulprint™ scores are used to suggest and order potential matches. They do not produce legal effects or decisions about your access to the Services. If you have questions about how your score is produced, or disagree with it, contact us and a person will review your request.
6. International transfers
Our service providers may process information in countries other than the one you live in, including the United States. When we transfer personal information out of the EU, UK or other regions with transfer rules, we use appropriate safeguards such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum.
7. How long we keep information
We keep your information for as long as your account is active and as needed to provide the Services. When you delete your account:
- Your profile stops being visible to others immediately.
- We delete or anonymise your personal information within 30 days. Copies in encrypted backups are overwritten within a further 90 days.
- We may keep limited information for longer where there is a legitimate need: for example, records of bans and serious safety reports (to stop banned people from returning), financial and payout records (for as long as tax and accounting laws require), and information needed to resolve disputes or legal claims.
Messages you have sent may remain visible to the people you sent them to until they delete them or their account.
8. How we protect your information
We use administrative, technical and physical safeguards designed to protect your information. These include encryption in transit, hashed passwords, signed and time-limited links for media, role-based access controls and audit logs for staff actions. No system is perfectly secure, so please use a strong, unique password and tell us straight away if you think your account has been compromised.
9. Your rights and choices
Depending on where you live, you may have the right to:
- Access the personal information we hold about you and receive a copy.
- Correct information that is inaccurate or incomplete. Most profile details can be edited in the app.
- Delete your account and personal information. You can do this in Settings › Delete Account.
- Port your information to another service in a machine-readable format.
- Object to or restrict certain processing, including processing based on our legitimate interests.
- Withdraw consent at any time, for example by removing optional sensitive details or turning off location or notifications.
- Complain to your local data protection authority.
If you live in California or another U.S. state with a privacy law, you also have the right to know what personal information we collect and how we use it, and to not be discriminated against for exercising your rights. We do not "sell" or "share" personal information for cross-context behavioural advertising as those terms are defined under California law.
To make a request, contact us through Settings › Help Center in the app while signed in to your account. We may need to verify your identity before acting on your request. We respond within the time required by law, normally within 30 days.
Device permissions
You can control access to your location, camera, photos, microphone and notifications at any time in your device settings. Turning a permission off may limit related features, such as voice notes or calls.
10. Age requirement
The Services are for adults only. You must be at least 18 years old to create an account. We do not knowingly collect information from anyone under 18. If we learn that someone under 18 has created an account, we will close it and delete their information.
11. Changes to this policy
We may update this Privacy Policy from time to time. If we make material changes, we will let you know in the app or by email before they take effect. The "Last updated" date at the top of this page shows when it was last revised.
12. Contact us
Questions, requests or concerns about your privacy? Contact us through Settings › Help Center in the app.