How Nelio processes its users' personal data.
1. About this policy
This Privacy Policy explains how personal data is collected, used, stored and protected when you use the Nelio mobile app and related services. The operator responsible for the data is NELIO LLC, Republic of Uzbekistan (“Nelio”, “we”).
2. What data we may collect
2.1. Data you provide:
- Account data: phone number and/or email address, profile name and other data you provide.
- Verification data: the phone or email verification process and security logs. One-time codes are valid for 3 minutes only and are then deleted automatically.
- Requests: messages and complaints sent to support and the data needed to resolve them.
2.2. Data created while you use the Service:
- App and device data: device type, operating system and app version, language setting, diagnostic and error logs.
- Usage data: content watched, viewing progress, searches, favourites and interaction with the app — only where those features exist and the data is actually recorded.
- Technical and security data: IP address, session identifier, sign-in time and the logs needed to detect fraud or unlawful use.
2.3. Payment data:
When you buy a subscription, the payment provider may send us the transaction identifier, amount, currency, payment status and related account data. The full bank card number and CVV code are not given to Nelio and are not stored by Nelio: card data is processed only by the Click and Payme payment systems. If a card is linked for automatic payments, Nelio stores only the encrypted card token issued by the payment system, the masked card number and the expiry date.
3. What we use the data for
- Creating your account, verifying you and giving you access to the app.
- Providing video content, saving viewing progress and running the features you choose.
- Activating subscriptions, checking payments, handling payment requests and keeping accounts.
- Keeping the Service secure, detecting fraud, fixing faults and improving the Service.
- Answering your requests and sending important messages about the Service.
- Meeting legal obligations and handling legal claims.
- Personalisation or analytics — only where such tools are actually used and there is the required consent or another legal basis.
4. Legal bases for processing and consent
Data is processed to provide the relevant service, on the basis of your consent, to meet a legal obligation, or on another basis recognised by the applicable law. Where the law requires it, you are told the specific purpose and terms of processing and your consent is obtained before the data is collected.
You may withdraw consent you gave voluntarily. However, if you withdraw consent to the processing of data needed to run your account or make a payment, the related features may stop working or the account may have to be closed. This does not limit the rights the law gives you.
6. International transfer and storage
Data may be processed in Uzbekistan or in other countries where the service providers' infrastructure is located. Where there is an international transfer, Nelio checks and meets the relevant legal requirements, including localisation, notification, consent and others.
7. Retention period
Data is kept for as long as needed to achieve its purpose, taking into account legal retention requirements, dispute resolution and security needs. Retention periods depend on the type of data:
- Account data — while the account is active and, after it is closed, for as long as needed by law or to resolve disputes.
- Payment and accounting records — for the period required by the applicable law.
- Technical and security logs — 30 days or as long as needed for security purposes.
- Support correspondence — until the request is resolved and for the necessary legal period.
8. How we protect data
Nelio takes technical and organisational measures to reduce the risk of unauthorised access to, loss, alteration or disclosure of data. These include restricting access rights, secure transmission, keeping systems updated, protecting backups and monitoring security incidents. No transmission over the internet or electronic storage can be guaranteed to be completely secure.
9. Your rights
To the extent set by the applicable law, you may have the right to get information about your data, ask for incorrect data to be corrected, ask for processing to be restricted where there is a legal basis or for your data to be deleted, withdraw consent and complain to the competent authority.
To send a request: [email protected]. We may ask for reasonable additional information to confirm your identity. Requests are handled within the time limits and with the exceptions set by law.
You can delete your account in the app itself or write to the address above. How to delete it and which data is kept: Delete account.
10. Children and minors
Nelio sets its policy on knowingly collecting children's data only in line with the current product and its age restrictions. Where minors may use the Service, the applicable law on the consent of parents or legal guardians and on age requirements is followed. If you believe a child has provided data without consent, write to [email protected].
11. Changes to this policy
This policy may be updated from time to time. An updated version states its effective date. Significant changes are announced in the app or in another suitable way; where the law requires it, consent is asked for again.
12. Contact and complaints
Questions or requests about privacy and personal data:
- Email: [email protected]
- NELIO LLC, TIN 313154609
- Address: 58A M. Tarobiy Street, apartment 40, Farovon neighbourhood, Republic of Uzbekistan