Privacy Policy

Last updated: October 13, 2026

This Privacy Policy explains how CalmLens Ltd (company number 17518409) ("CalmLens", "we", "us" or "our") collects, uses and shares personal information through calmlens.com, the CalmLens portal, API, content-moderation service and media delivery network (together, the "Services").

CalmLens is primarily a service for businesses and developers. This policy distinguishes between information we process for our own purposes and content we process on a customer's instructions.

1. Who is responsible for your information?

For account, website, billing, support, security and service-usage information, CalmLens Ltd is the controller.

For images, audio, video, text, documents, websites and related data that a customer submits to the Services ("Customer Content"), we generally act as a processor or service provider on that customer's behalf. The customer decides why Customer Content is processed, which moderation policies apply, whether content is retained, and whether matching content is ignored, alerted on, hidden or purged. If your information was submitted by one of our customers, contact that customer first about your rights. We will assist the customer as required by applicable law.

2. Information we collect

Depending on how you use the Services, we may collect:

• Account and identity information: name, email address, profile image, account identifiers and information received from an identity provider when you choose social sign-in.

• Customer Content and moderation data: submitted or remotely fetched images, audio, video, text, documents and websites; URLs and file metadata; extracted text, previews, transformed variants and asset search embeddings and speech transcripts; classification scores, moderation results, configured policies and actions; and content-delivery settings. Customer Content may, by its nature, contain sensitive or special-category information.

• Project and integration information: project configuration, API-key identifiers and hashes, webhook destinations, encrypted webhook credentials, delivery attempts and event records.

• Team collaboration information: when a project owner or admin invites someone, the invitee's email address, the role and permissions granted, and who sent the invitation. We email the invitation to the invitee. Members of a project can see the email addresses of the project's owner and other members.

• Account status and staff permissions: whether an account is active, restricted or banned, and, for CalmLens staff accounts, the system-wide permissions they hold.

• Safety-hold incident records: where content is placed under a safety hold after a report of suspected illegal content, records of the report, the hold, the people and actions involved, the held content itself, and the name and email address of the uploader and project owner and the project and file names, recorded when the hold is placed.

• Usage and transaction information: metered use of uploads, storage, delivery, transformations, moderation, OCR, website ingestion and semantic asset search and AI indexing; plan and subscription status; invoices and payment-related records. Stripe processes full payment-card details directly, and we do not store them.

• Product analytics: server-side records of project and API-key creation, moderation outcomes and duration, provider fallbacks, webhook outcomes and subscription activation. Cloudflare Analytics Engine stores project and account identifiers as environment-scoped hashes. These analytics exclude submitted content, extracted text, URLs, names, email addresses, API keys and detailed moderation reports. Hashes are pseudonymous identifiers, not anonymous data.

• Technical and security information: IP address, request and response metadata, timestamps, routes, device and browser information, authentication events, error reports and diagnostic data. We redact designated credentials and authentication headers from application request logs.

• Communications: messages to support, privacy requests, feedback, and information submitted through contact or waitlist forms. While sign-ups are limited, we keep waitlist email addresses, including the verified email of anyone who tries to create an account before being approved, with whether and when they were approved, so we can tell them when their account is ready.

• Cookies and preferences: authentication state, your cookie choice and, if you allow functional cookies, your selected project, dashboard view, portal layout and similar preferences, as described in our Cookie Policy.

We receive this information from you, your organisation or its end users, your chosen identity provider, our payment and infrastructure providers, and automatically when the Services are used.

3. How and why we use information

We use personal information to:

• provide accounts, authentication, moderation, storage, semantic asset search and AI indexing, transformations, CDN delivery, signed access, events and webhooks;
• apply the customer's configured retention and flagged-content action;
• operate, troubleshoot, secure and improve the Services;
• meter usage, process subscriptions, collect payment and maintain financial records;
• communicate about the Services, support requests, incidents and material changes;
• prevent fraud, abuse, unlawful use and security threats; and
• comply with law, enforce our Terms, and establish, exercise or defend legal claims.

For information we process as a controller, the following purposes and legal bases apply under UK and EEA data-protection law:

This table does not supply a lawful basis for Customer Content we process on a customer's instructions; the customer is responsible for that basis. Where we rely on legitimate interests, we consider the impact on the people concerned. You may withdraw consent at any time without affecting earlier lawful processing.

We do not sell personal information. We do not share personal information for cross-context behavioural advertising, and we do not use Customer Content to target advertising.

AI training and provider processing. We do not use Customer Content, including demo submissions, support attachments, transcripts and embeddings, to train our own models. General product feedback does not give us permission to train on the content supplied with it. AI providers receive the content needed for moderation, transcription or embeddings and may retain it under their applicable service terms for security, abuse prevention or service operation. Voyage offers an account-level opt-out from retaining and using API inputs for future model training; creating embeddings does not itself apply that opt-out. Contact us before submitting content if you require a confirmed no-training or zero-retention arrangement across every provider.

Staff access. Authorised CalmLens staff may access accounts, projects and Customer Content, including by signing in as a user through a support impersonation feature, only where needed for support you request, security, safety (including handling reports of suspected illegal content) or legal reasons. Staff access is limited to accounts with the relevant system permissions.

4. Automated moderation

The Services use automated systems to generate category scores and moderation results. These systems can produce false positives, false negatives and incomplete results. A customer may configure the Services to ignore, alert, hide or purge content based on those results.

Customers are responsible for choosing appropriate thresholds and actions, testing the Services for their use case, providing any legally required notice, and providing human review or an appeal route where a decision may have a legal or similarly significant effect on a person. CalmLens does not decide the customer's purpose for processing Customer Content.

Audio (BETA) and video (BETA) may be processed into text and images for automated moderation. See media reports for supported formats and processing limits.

5. When we disclose information

We disclose information only as reasonably necessary for the purposes above, including to:

• Cloudflare for edge hosting, security, storage, database connections, queues and background processing, image processing, website rendering (Browser Rendering), document conversion and audio/video decoding (Containers), transactional email sending and CDN delivery, for semantic asset search indexing through Vectorize, and for image moderation through Cloudflare Workers AI;
• Cockroach Labs (CockroachDB Cloud, hosted on Amazon Web Services) for database hosting of account, project, asset, usage and billing records, in Singapore, London, Frankfurt and Ohio (US);
• Google, including Firebase and Google Cloud for identity services, configuration storage and OCR (Google Cloud Vision);
• Typesafe for text moderation;
• Voyage AI for image, sampled video frame, speech transcript and query embeddings used in semantic asset search;
• OpenAI for text and image moderation and audio/video speech transcription;
• Amazon Web Services as infrastructure for our database provider;
• Stripe for subscriptions, invoicing and payment processing;
• identity providers you choose to use, such as Google, Apple, Facebook or X, where offered;
• destinations selected by the customer, including webhook endpoints and remote services the customer instructs us to contact; and
• professional advisers, regulators, courts, law enforcement, a purchaser or successor where required by law or reasonably necessary to protect rights, safety, the Services or a corporate transaction.

These providers may process limited account, technical or Customer Content data according to their role. We do not authorise them to use personal information for their own advertising.

6. International transfers

We are based in the United Kingdom, and our providers may process information in the United Kingdom, European Economic Area, United States and other countries. Where required, we use recognised safeguards for international transfers, such as adequacy regulations or approved contractual clauses. You can contact us for information about the safeguards applicable to your information and how to obtain a copy, subject to redaction of confidential information. Regional storage locations are location hints rather than strict residency guarantees: the storage region does not restrict where AI, OCR or other providers process content. See our Trust page for regional storage behavior. Customers remain responsible for ensuring that their submission of Customer Content to the Services is lawful.

7. Retention and deletion

We keep information only for as long as reasonably necessary for the purposes described in this policy, including to provide the Services, meet legal and accounting obligations, resolve disputes and protect the Services.

Customer settings control much of the Customer Content lifecycle. Content configured not to be retained is deleted after processing unless it is hidden under a moderation policy. Retained or hidden content remains available until the customer deletes it, purges it through a moderation policy, or deletes the relevant account, subject to copies in caches and queues that expire through normal operations. Hiding content prevents normal delivery but is not deletion.

Pseudonymous product analytics records are retained by Cloudflare Analytics Engine for three months and expire on that schedule; deleting a project or account does not immediately erase those historical analytics records.

Event records are deleted after 90 days and webhook and connector delivery logs after 30 days.

• Asset records and derived data: removing stored content keeps the asset record, metadata and moderation report; deleting the asset removes its record. Removing source content, deleting its asset or deleting its project removes associated semantic search vectors. Copies already downloaded by customers or end users are outside our control.
• Account, project and integration records: kept while the account or project needs them and removed through the applicable deletion process, subject to the exceptions below.
• Billing and financial records: kept for the applicable accounting and tax retention period and, where needed, to resolve an outstanding payment dispute or legal claim. This may outlast account deletion.
• Support and privacy correspondence: kept while the enquiry, complaint or request is open and afterwards where needed to demonstrate how it was handled or resolve a related dispute.
• Security and safety records: kept while needed to investigate or prevent an identified incident, fraud or abuse, comply with a preservation obligation or handle a related legal claim. Safety holds are described below.
• Caches, queues and provider-held copies: expire or are deleted under the applicable system or provider lifecycle. We do not promise immediate erasure of these copies or a single maximum period across providers. Contact us if your use requires a specific deletion deadline.

When an account-deletion request is completed, we delete the account and the projects it owns, including content other team members uploaded to those projects, along with their assets, API keys, webhooks, events, usage records and support tickets. Project ownership can't currently be transferred, so a project owner who wants a project to continue should not delete their account. Content the user uploaded to projects owned by someone else stays with those projects. We may also keep information we must retain by law or need for security, fraud prevention or legal claims.

Content placed under a safety hold, and the incident records about it, are kept for as long as the incident process requires. They are not deleted when the related account is deleted, so the record still identifies who uploaded the content.

8. Security

We use technical and organisational measures designed to protect information, including access controls, hashed API keys, encryption of stored webhook secrets, credential redaction in logs and restricted signed access for private assets. No internet service is completely secure, so customers must also protect account credentials and API keys and configure access appropriately.

9. Your responsibilities for Customer Content

Customers must have a lawful basis and all required rights, notices and consents before submitting Customer Content. Do not submit payment-card data, authentication secrets, health information or other specially regulated data unless you have confirmed that your use is lawful and the Services are appropriate for it. The Services are not offered as a substitute for a customer's own privacy, safeguarding, legal-compliance or human-review processes.

10. Your privacy rights

Depending on where you live, you may have rights to access, correct, delete or receive a copy of personal information, restrict or object to processing, withdraw consent, or appeal a decision about a privacy request. You may also have the right not to receive discriminatory treatment for exercising a privacy right.

You can download a copy of your account and project data with Download data on your profile page, delete your account with Delete account on the same page, or see calmlens.com/data-request for how to make other requests. You may also email contact@calmlens.com. We may need to verify your identity and authority, and legal exceptions may apply.

Right to object. Where we rely on legitimate interests, you may object to that processing because of your particular situation. Contact us using the details above; we will consider the objection and explain our decision.

Privacy complaints. You can make a data protection complaint by emailing the contact address above, including if you cannot sign in. Tell us what happened and how to contact you; do not attach sensitive Customer Content unless we arrange a secure way to provide it. We will acknowledge the complaint within 30 days, investigate without undue delay, keep you informed and explain the outcome and any action taken. Complaints and requests to exercise your privacy rights have separate applicable deadlines.

UK residents may complain to the Information Commissioner's Office. EEA residents may complain to their local supervisory authority. We encourage you to contact us first so we can try to resolve the issue.

11. Children

The Services are intended for business users aged 18 or over and are not directed to children. A customer that submits information about children is responsible for the lawful basis, safeguards, notices and consents required for that processing.

12. Changes to this policy

We may update this policy to reflect changes to the Services, our providers or the law. We will change the date above and, where required, provide additional notice of material changes.

13. Contact us

CalmLens Ltd, registered in England and Wales (company number 17518409), 79 Duke of York Avenue, Wakefield WF2 7DA, United Kingdom

Email: contact@calmlens.com