Privacy Policy

Last updated October 8, 2026

Read the Terms & Conditions

1. Scope and Privacy Officer

This policy covers personal information processed through Unfreeze, a self-care and peer-support app.
The person responsible for protecting personal information is our Privacy Officer, a designated role on our team. Contact the Privacy Officer at support.unfreeze@outlook.com (subject line "Privacy"). General questions use the same address.

2. Information we collect

Account and profile information includes your email, display name, avatar, preferences, language, subscription and credit records, and seeker or listener profile answers.
Self-care information includes check-ins, mood and sleep responses, triggers, notes, exercise sessions and ratings, your why anchor, Direction Lab responses, ladder progress and lesson completion. A Calm summary may also include contact details and emergency-sharing consent you enter.
Content includes Still conversations, community posts, room messages, peer chats, feedback and uploaded photos or recordings. Selected voice and photo features process audio or images to provide speech, transcription or animation. Technical records can include request, error, security and summary-access logs.

3. Consent and how we use information

We ask for your express consent before collecting mood, check-in, sleep, trigger, personality and other sensitive information. We ask for it separately at sign-up, with its own checkbox, and again for specific features such as talking photos and emergency sharing. Each of these features is optional.
We use information to provide and save your activities, personalize AI replies, translate content, produce speech and photo animation, match peer requests, maintain safety, manage accounts and rewards, and respond to your requests. We only use it for these purposes, or as required by law.
You can withdraw consent at any time by stopping a feature, deleting the content, or writing to the Privacy Officer. Withdrawal may make the related feature unavailable and does not undo earlier lawful processing.

4. Who can see or process information

We do not sell your personal information, and we do not use it for advertising or share it with advertisers.
Other members can see the profile details and content you publish in shared spaces. Peer-chat participants can see what you send in that conversation; room hosts can manage their rooms. They do not receive routine access to your private check-ins or personality answers.
Authorized moderators can review shared content, reports and relevant information for safety and abuse investigations. Authorized administrators manage listener reviews and operational support; the emergency-summary feature requires your enabled emergency-sharing consent. Access is purpose-specific, not blanket access for every moderator.
Service providers process only the data needed for their service: Lovable Cloud (hosting, database and file storage); the Lovable AI Gateway, which passes AI requests to OpenAI (Still replies, Direction Lab, next steps, translation) and Google Gemini (speech and talking photos). Payment providers may process transaction details when payments are enabled. Resource or bookstore partners receive only information you submit to them or need for an offer you request.
A professional or other recipient of your valid summary link can view the shared Calm summary. Anyone who receives the link may use it while it is valid, so share carefully. Links expire and can be revoked, but revocation cannot erase copies a recipient already saved.
We may disclose necessary information in response to valid legal requests or other legally permitted or required circumstances. Optional emergency sharing does not make Unfreeze an emergency-monitoring service.

5. Automated matching, AI and AI training

SOS matching is automated: it ranks compatibility using shared topics, languages, preferences and personality-profile responses. Other members see matching information, not your underlying private answers. It is not a diagnosis or a guarantee of safety or suitability. Listener approval is reviewed manually by a person. You can ask us how a match was made.
We do not use your data to train AI models. Our AI providers receive your content only to produce the reply, translation, voice or animation you request, and may keep requests for a limited time for security and abuse monitoring.
AI output may be inaccurate. Do not include another person's sensitive information without permission.

6. Where data is stored, security and breaches

Lovable Cloud stores app data in the United States (Oregon region). AI providers (OpenAI and Google) may process requests in the United States or other countries. Information processed outside Canada is subject to local laws, including lawful access by authorities there.
We use access restrictions, private storage for photos and recordings, and expiring summary links. No online system can guarantee absolute security.
If a breach of security involving your information creates a real risk of significant harm, we will notify you and the Office of the Privacy Commissioner of Canada (and Quebec's Commission d'accès à l'information where applicable) as soon as feasible, and keep a record of every breach.

7. Retention and deletion

Your data stays in your account while it is active so you can return to it. You can delete supported messages, posts and talks at any time.
You can delete your account in Settings → Delete account, or by emailing us.
When you ask us to delete your account, we delete or anonymize your personal information within 30 days. Copies in backups are removed within a further 90 days.
Accounts with no sign-in for 24 months are deleted after we email you a 30-day warning. Expired summary links stop working immediately; access logs are kept for 12 months for security.
We may keep limited records longer only where the law requires it (for example, payment and tax records, typically 6 years) or for an open security investigation or dispute. Content already copied by other people cannot be recalled.

8. Your rights and response time

You can request access to, correction of, or deletion of your information, withdraw consent, and ask about automated processing or transfers outside Canada. Write to the Privacy Officer; we may verify your identity without asking for unnecessary documents.
We respond to every request within 30 days. If we need more time, as the law allows, we will tell you why within those 30 days.
You can revoke summary links and withdraw emergency-sharing consent on the Calm summary page, and choose whether to publish or use voice and photo features.
You may complain to the Office of the Privacy Commissioner of Canada or, where applicable, Quebec's Commission d'accès à l'information. Quebec users retain their mandatory privacy and consumer rights.

9. Tracking, analytics and browser storage

Unfreeze does not use analytics, advertising cookies, tracking pixels or profiling tools. If we ever add analytics, it will be off by default for everyone, including Quebec users, and only turned on if you choose; we will tell you 30 days in advance.
The app uses browser storage only for sign-in, selected language, cached translations and preferences. Clearing it may sign you out or reset preferences.

10. Children, changes and French availability

Unfreeze requires users to be at least 16 or the minimum age required where they live. Contact us if you believe a younger child has provided personal information.
We give at least 30 days' notice of important policy changes before they take effect by email or a prominent in-app notice. New uses requiring consent will require that consent; a policy update alone is not a substitute.
A French version is available using the Français link. Questions and privacy requests: support.unfreeze@outlook.com.