Privacy Policy

1. Scope

This Privacy Policy applies to information processed in connection with your use of the Services, including the Camera New Vision mobile applications and any web‑based interfaces or websites we operate.

It does not apply to third‑party services that we do not own or control, even if they are accessed through the Services.

2. Information we collect

When you use Camera New Vision we process different types of information depending on whether you use the service as a caller, as a volunteer, or both. In particular we collect:

• Account and profile information. When you create an account we store your email address, a hashed password, your name, basic verification status and timestamps. If you register as a volunteer, we link a volunteer profile to your user account and store configuration such as how many concurrent calls you can take.
• Volunteer availability and routing data. For volunteers we store technical data used to route calls, such as Socket.IO connection identifiers, Firebase Cloud Messaging (FCM) device tokens, presence status, readiness scores, last active times and other availability information.
• Call and session information. When a call is placed we create a call session with identifiers, the IDs of the caller and volunteer, call status, timing information (when the call started, was answered and ended), configured call duration and high‑level outcome information (for example whether the call was completed, failed or had no answer). We also record call attempts so that we can route to the next available volunteer if needed.
• Device, log and usage information. Our servers and apps log technical details such as device and operating system information, app version, IP address, timestamps, error messages and aggregated metrics about volunteer responsiveness and call performance. On the website we may also use cookies or similar technologies and Firebase Analytics to understand how the service is used.
• Camera and audio streams, call recordings, and AI-training images. During a call we process live video from your external or device camera and audio from your microphone so that volunteers can see your surroundings and guide you. This media is transmitted using WebRTC and our signaling infrastructure. Some calls may also be recorded on our servers when call recording is enabled. A recording may contain separate audio and video streams from each participant and may be used for service quality, safety, and service improvement.
  
  Separately, when the optional AI model-improvement feature is enabled and you have not opted out, the app periodically selects and saves still JPEG images from your camera during calls or while you use Vision mode. These selected frames—not call audio or a complete call video—are uploaded to our systems with technical metadata, which may include account, call or session identifiers, camera information, capture timing, image dimensions, and image-quality or blur-check results. Images may show other people or sensitive details in your surroundings.
• Chat and messaging data. When you use chat and messaging features we process and store the conversations you take part in (direct, group, and system group conversations), the messages you send and receive (including text, voice messages, images, videos and audio files), and metadata about those messages (sender, recipients, timestamps, conversation membership, read receipts and last‑read positions, and typing indicators). Voice messages and shared media files are stored on our servers so that they can be delivered to other participants.
• Moderation, reporting and blocking data. For system group conversations we store a moderation status for each message (for example pending, approved or rejected) and the identity of the moderator who acted on it. When you report a message we store a record of the report, including the reported message, the reported user and the reporter. When you block another user we store the block relationship so that we can hide the blocked user’s messages from you and suppress live delivery of new messages.
• Support and communication data. If you contact us by email or through the app, we process the information you provide (for example your name, contact details and the contents of your message) so that we can respond and keep a record of our communications.

3. How we use information

We use the information described above for the following purposes:

• To create and manage user accounts and volunteer profiles.
• To connect callers with suitable volunteers, route and set up calls and deliver real‑time video and audio between them.
• To provide chat and messaging features, including delivering text, voice, image, video and audio messages to other participants in real time, storing message history, and showing conversation lists, unread counts, read receipts and typing indicators.
• To moderate content shared in system group conversations, including reviewing, approving, rejecting or removing messages, and to handle reports and blocks submitted by users.
• To send push notifications and in‑app alerts about incoming calls, missed calls, call status and new chat messages using Firebase Cloud Messaging.
• To monitor availability of volunteers and call performance, calculate readiness scores and improve routing and quality of service.
• To maintain and protect the security, integrity and reliability of our infrastructure, including detecting abuse, troubleshooting issues and preventing fraud.
• To analyse usage of the Services in aggregate (for example using logs and Firebase Analytics) so we can understand how features are used and improve them.
• To train, test, evaluate and improve computer-vision and other AI models using optional camera still images and related technical metadata, subject to your AI-training choice and opt-out described below.
• To communicate with you about the Services, including responding to support requests and sending important service or policy updates.
• To comply with legal obligations and to establish, exercise or defend legal claims where necessary.

4. Legal bases (where applicable)

Where data‑protection law (for example the EU/EEA or UK GDPR) requires a legal basis for processing personal data, we rely on the following:

• Performance of a contract. We process your information to provide the Services you request, including creating your account, connecting you with volunteers and routing calls.
• Legitimate interests. We process information to secure and improve the Services, monitor availability and quality, prevent abuse and to contact you about non‑marketing service matters. We balance these interests against your rights and expectations.
• Consent. We rely on your consent (for example via the operating system permission prompts) to access your camera, microphone and to send push notifications, and where required for analytics cookies or similar technologies on the website. Where applicable law requires consent before optional camera images are used to train AI models, we will obtain it before that processing begins; you may still opt out at any time through the in-app choice described below.
• Legal obligations. We may process and retain certain information to comply with legal or regulatory obligations, or to respond to lawful requests from authorities.

5. How we share information

We do not sell your personal data. We share information only as needed for the operation of the Services and as described below:

• With volunteers you connect to. When you place a call, we share your live video and audio stream and limited information needed to set up the call (such as a session identifier and configured duration) with the volunteer who answers, so they can provide assistance.
• With other chat participants. When you send a message in a direct, group, or system group conversation, we share the message and any attached media with the other participants of that conversation, along with information needed to display the message (such as your display name and the time the message was sent). In system groups, messages may be visible to all users who speak the same language. Other participants may save, copy, or further share content you send them; we cannot prevent this once the content has been delivered.
• With moderators. For system group conversations, moderators may review the content of your messages, your display name, and related metadata in order to approve, reject, or remove content and to handle reports.
• With service providers. We use third‑party providers to host our infrastructure, store data, send emails, deliver push notifications and collect usage analytics. This includes, for example, Google Firebase for Cloud Messaging and analytics, and communications and infrastructure providers that help us operate the service.
• For optional AI model development. When the feature is enabled and you have not opted out, selected camera images and related metadata are uploaded to our backend and storage infrastructure for model training, evaluation and improvement. They remain associated with your account and call or session identifiers and may be processed by infrastructure and storage providers acting on our behalf. This feature does not share the images with call participants.
• For analytics and metrics. We generate aggregated statistics about call performance, volunteer responsiveness and system health. These metrics do not aim to identify individual callers but may be linked to volunteer identifiers inside our systems.
• For legal and safety reasons. We may disclose information to authorities, regulators or others where we believe it is reasonably necessary to comply with law, enforce our Terms of Use, or protect the rights, safety and security of users, volunteers or the public.

6. Data retention

We retain personal data only for as long as it is reasonably necessary for the purposes described in this Policy, including providing the Services, maintaining reliable records, improving performance and complying with our legal obligations.

In general, we keep account information for as long as your account is active. Call session records, volunteer routing data and metrics may be kept for a longer period so that we can analyse performance and resolve disputes.

Call recordings and optional AI-training images with their technical metadata are retained only as long as reasonably necessary for the purposes described above and our legal obligations. If you opt out, we stop using your samples for future AI training, including samples already uploaded but not yet used. Opting out does not automatically delete stored copies or remove information already incorporated into a trained model. You may contact us to exercise applicable deletion rights.

Chat messages, voice messages and shared media files are stored for as long as the conversation exists and your account is active, so that participants can view their message history. When you delete a message, we remove it from your view and the views of other participants, but may retain a soft‑deleted copy on our servers for a limited period to investigate reports, enforce our Terms, and comply with legal obligations. Media files associated with deleted messages may be removed from storage.

When we no longer need personal data, we will either delete it or irreversibly de‑identify it.

7. Data security

We implement technical and organisational measures designed to protect personal data, including the use of access controls, logging and encrypted network connections where appropriate. User passwords are stored in hashed form on our servers and are not stored in plain text.

No system can be completely secure, and we cannot guarantee absolute security of your information. You are responsible for keeping your devices secure, maintaining the confidentiality of your login credentials and notifying us promptly if you suspect unauthorised access to your account.

8. International transfers

Our servers and some of our service providers may be located in countries other than the one where you live. As a result, your information may be processed in jurisdictions that may have different data‑protection laws than your home jurisdiction.

Where required by law, we take steps to put in place appropriate safeguards for such transfers, such as standard contractual clauses or other legally recognised mechanisms, and we continue to protect your information in line with this Policy.

9. Your rights and choices

Depending on your location and applicable law, you may have rights in relation to your personal data, such as the right to request access, correction or deletion, to object to or restrict certain processing, and to request portability of your data.

You can also control certain processing directly in the app or on your device, for example by managing notification settings, controlling camera and microphone permissions or uninstalling the app. To exercise legal rights or ask questions about them, contact us using the details in the “Contact” section below.

You may opt out of AI training at any time through the in-app AI-training choice. After you opt out, we stop collecting new samples for that purpose and exclude previously collected samples that have not yet been used from future training. Opting out does not automatically delete stored images or metadata or reverse training already incorporated into a model; you may contact us to request deletion of stored data. Opting out does not affect core call or Vision features.

10. Children’s privacy

The Services are primarily designed for adults. We do not knowingly collect personal data from children under 16 years of age without appropriate consent, and the age limits that apply may be different in your country. If you are a parent or guardian and believe that a child has provided us with personal data without your consent, please contact us so that we can take appropriate steps.

11. Changes to this Policy

We may update this Privacy Policy from time to time. If we make material changes, we will provide notice in a way we consider appropriate (for example, through the Services or, where permitted, by email).

Your continued use of the Services after any changes become effective will signify your acceptance of the updated Policy.

12. Contact

If you have questions about this Privacy Policy or how we handle personal data, or if you wish to exercise your rights, you can contact us using the contact details provided in the Camera New Vision app or on our website.