Privacy Policy

2.1 Information You Provide Directly

We collect information you voluntarily provide when creating an account, applying as a Creator, or using our Services:

• Account Registration: Name, email address, phone number, password, date of birth, and profile picture.
• Creator Application: Areas of expertise, social media handles or links, community size, and your response to "Why do you want to join Twelve?"
• Creator Profile: Community name, community description, biography, profile photo, and service listings (including descriptions, pricing, packages, FAQs, and gallery images).
• Learner Profile: Selected interest topics (from our taxonomy of 37 interest categories across Fitness, Nutrition, Mental Wellness, and Health).
• Content You Upload: Videos, images, community posts, comments, messages, course materials, and service deliverables.
• Communications: Messages sent through our direct messaging (DM) system, including paid DMs and custom offer conversations.
• Payment Information: Billing details processed by our payment partners (Stripe, Apple, Google). Twelve does not store your full credit card number.
• Reviews and Ratings: Reviews you leave for Creators and services.
• Support Requests: Any information you provide when contacting our support team.

2.2 Information Collected Automatically

When you use our Services, we automatically collect certain technical and usage information:

• Device Information: Device type, operating system, unique device identifiers, app version, and mobile network information.
• Usage Data: Pages and screens viewed, time spent on content, features used, search queries, tap and scroll interactions, and navigation patterns.
• Video Viewing Data: Which videos you watch, how long you watch them, whether you complete a video, and your engagement (likes, comments, shares, bookmarks).
• Quiz and Skill Data: Your responses to AI-generated quizzes, quiz accuracy, number of attempts, and the resulting skill level calculations across our four skill categories.
• Location Data: Approximate location based on your IP address (we do not collect precise GPS location).
• Log Data: IP address, browser type, referring/exit pages, timestamps, and crash reports.
• Push Notification Tokens: Device tokens for delivering push notifications via Firebase Cloud Messaging, if you opt in.

2.3 Information from Third Parties

We may receive information about you from third-party services:

• Authentication Providers: If you sign in using Google Sign-In or Apple Sign-In, we receive your name, email address, and profile picture.
• Payment Providers: Stripe, Apple, and Google provide us with transaction confirmations, subscription status, and payout information. We do not receive or store your full payment card details.
• Analytics Providers: We use analytics services (such as Sentry for error tracking) that may collect anonymised usage data.

3.1 Providing and Improving the Services

• Creating and managing your account.
• Displaying the personalised video feed based on your interests and viewing history.
• Processing payments, subscriptions, and Creator payouts via Stripe Connect.
• Facilitating the Freelance Marketplace: order creation, delivery tracking, and dispute resolution.
• Enabling communication between Creators and Learners through DMs and custom offers.
• Delivering push notifications about orders, messages, community updates, and account activity.

3.2 AI Processing

• Transcribing uploaded videos using speech-to-text AI to generate searchable text and enable content tagging.
• Automatically tagging and categorising video content into our interest taxonomy using AI classification.
• Generating quiz questions from video transcripts using AI to enhance the learning experience.
• Calculating and updating your skill levels based on watch time and quiz performance across Fitness, Nutrition, Mental Wellness, and Health.
• Populating public leaderboards with usernames and skill data.

3.3 Personalisation

• Recommending content, Creators, and services based on your interests, viewing behaviour, and skill levels.
• Customising your content feed through our organic discovery algorithm (Twelve does not use ad-based ranking).

3.4 Safety and Security

• Detecting and preventing fraud, abuse, and violations of our Terms and Conditions.
• Verifying Creator identities through the vetting and application process.
• Monitoring content for compliance with our community guidelines and health safety standards.

3.5 Communication

• Sending you account-related notifications (e.g., Creator application status, order updates, payout confirmations).
• Sending promotional communications about new features or services (you can opt out at any time).

3.6 Analytics and Research

• Understanding how users interact with our platform to improve features and user experience.
• Generating aggregated, anonymised statistics about platform usage, Creator performance, and learning outcomes.

5.1 With Other Users

• Your public profile information (name, profile picture, bio, skill levels) is visible to other users.
• Your leaderboard rankings (username, skill levels, watch time) are publicly visible.
• Reviews you leave are publicly associated with your profile.
• Messages you send to Creators or Learners are visible to the recipients.
• For Creators: your service listings, community information, and public content are visible to all users.

5.2 With Service Providers

We share data with trusted third-party service providers who assist us in operating the platform:

• Stripe: Payment processing and Creator payouts (Stripe Connect Express).
• Apple and Google: In-app purchase processing for community subscriptions.
• Bunny CDN: Video content delivery and streaming.
• Firebase (Google): Push notification delivery.
• OpenAI: Video transcription via the Whisper API. Audio data from uploaded videos is sent to OpenAI for transcription.
• Anthropic: AI content tagging and quiz generation. Video transcripts are sent to Anthropic's Claude API.
• Sentry: Error tracking and crash reporting.
• Mailgun: Transactional email delivery.

5.3 For Legal Reasons

We may disclose your information if required to do so by law, or if we believe in good faith that such action is necessary to comply with a legal obligation, protect the rights or safety of Twelve or its users, or investigate potential violations of our Terms.

5.4 Business Transfers

If Twelve is involved in a merger, acquisition, or sale of assets, your personal data may be transferred as part of that transaction. We will notify you before your personal data is transferred and becomes subject to a different privacy policy.

8.1 Rights Under GDPR (EEA/UK Users)

• Right of Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You can request correction of inaccurate or incomplete data.
• Right to Erasure: You can request deletion of your personal data ("right to be forgotten"), subject to legal retention requirements.
• Right to Restriction: You can request that we restrict processing of your data in certain circumstances.
• Right to Data Portability: You can request your data in a structured, machine-readable format.
• Right to Object: You can object to processing based on legitimate interests, including profiling for content recommendations.
• Right to Withdraw Consent: Where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.

8.2 Exercising Your Rights

To exercise any of these rights, contact us at support@twelve-app.com. We will respond to your request within 30 days. We may ask you to verify your identity before processing your request. If you are in the EEA or UK, you also have the right to lodge a complaint with your local data protection supervisory authority.

8.3 Account Deletion

You can request full deletion of your account and associated data by contacting us at support@twelve-app.com. Upon deletion:

• Your profile, content, skill data, and messages will be permanently removed.
• Your reviews may be anonymised rather than deleted to preserve the integrity of Creator ratings.
• For Creators: outstanding payouts will be processed in the next scheduled payout cycle before account closure.
• Transaction records will be retained as required by law.