Privacy Policy

1. Scope & Policy Changes

SurtitleLive ("we," "our," or "us") is a sole proprietorship based in Calgary, Alberta, Canada. This Privacy Policy explains how we handle personal information when you use our websites, applications, and related services (the "Service"). It does not create rights beyond those required by applicable law.

We may update this policy as our Service, providers, or legal obligations change. We will post the revised policy with a new revision date and provide additional notice where required by applicable law. If this policy conflicts with a mandatory legal requirement, that requirement controls only to the extent of the conflict.

2. Information We Collect

• Account & Contact Information: Your name, email address, account preferences, organization or production details, and communications with us.
• Payment Information: Billing contact details, transaction identifiers, payment status, purchased access, and limited payment metadata. Full payment-card details are handled by our payment processor rather than stored directly by SurtitleLive.
• User Content: Scripts, subtitles, translations, project settings, show files, and other materials you upload, create, or display through the Service. As between you and SurtitleLive, ownership is governed by our Terms of Service.
• Technical, Usage & Security Data: IP address, browser or device information, feature activity, timestamps, error and performance data, authentication events, and security or abuse signals.
• Cookies & Similar Technologies: We use technologies needed for authentication, preferences, security, service operation, and limited technical analytics. We do not currently use cross-site behavioural advertising cookies.

3. How We Use Information

Depending on the context and applicable law, we use information to:

• provide, operate, synchronize, display, maintain, and improve the Service;
• process purchases, administer access, evaluate refunds, and handle payment disputes;
• authenticate users, secure accounts, detect technical threats, prevent fraud or abuse, and enforce our Terms;
• provide support, investigate incidents, recover from service failures, and communicate with you;
• perform technical analytics and understand Service reliability and feature use; and
• comply with law, respond to lawful requests, and establish, exercise, or defend legal claims.

Where a legal basis is required, processing may be based on performance of our contract with you, your consent, our legitimate interests in operating and protecting the Service, or compliance with legal obligations, as applicable.

4. User Content, AI & Human Access

• Cloud Processing: User Content is stored, transmitted, and displayed through cloud infrastructure so that requested project, collaboration, and live-performance functions can operate.
• Automated Security Processing: We may automatically scan files, requests, and activity for malware, prompt injection, unauthorized access, fraud, abuse, or other technical threats.
• Optional AI Features: If you request AI translation, script analysis, or a related feature, relevant content excerpts and request context may be sent to one or more AI processing service providers. Do not use an AI feature if you do not want the content required for that feature transmitted to an external AI processor.
• Provider Processing: We do not use User Content to train models operated by SurtitleLive. External providers process information under their applicable contracts, service terms, configurations, and legal obligations, which may permit limited retention or use for security, abuse prevention, legal, or operational purposes.
• Restricted Human Access: Access to User Content is limited to authorized persons when reasonably necessary to provide requested support, maintain or restore the Service, investigate security incidents, fraud, abuse, refunds or disputes, comply with law, or protect SurtitleLive, our users, or others.

5. Service Providers & Other Disclosures

We do not sell personal information or User Content. We may disclose information to the following categories of recipients where reasonably necessary for the purposes described in this policy:

• Cloud Infrastructure, Storage, Runtime, CDN & Security Providers: Hosting, file storage, regional live-show delivery, network protection, and service recovery.
• AI Processing Providers: User-requested translation, analysis, alignment, repair, and fallback processing.
• Payment Providers: Checkout, payment processing, fraud prevention, refunds, disputes, and transaction records.
• Monitoring & Analytics Providers: Error diagnosis, security monitoring, performance measurement, and limited technical analytics.
• Professional Advisers & Authorities: Legal, accounting, insurance, compliance, or lawful government and court requests.
• Business Transactions: A prospective or completed financing, reorganization, sale, merger, or transfer of all or part of the Service, subject to appropriate confidentiality and legal requirements.

Provider-specific names are not listed in this public policy. We maintain provider and data-flow records and will provide information where required by applicable law, a valid access request, or an applicable customer agreement.

6. Processing Locations & International Transfers

We may use service providers located in Canada, the United States, Belgium (European Union), Japan, and China to provide, protect, support, analyze, and improve the Service, process payments, and perform user-requested AI processing. Regional Cloud Run runtime services currently include the United States, Belgium (European Union), and Japan. Internet routing and global security networks may also cause transient processing in other countries.

Information processed outside your home jurisdiction may be subject to the laws of the country where it is processed and may be accessible to courts, law enforcement, or national-security authorities in accordance with local law. Where required by applicable law, we use contractual or other recognized safeguards for international transfers. Contact us for current country-specific information about external processing.

7. Shared Workspaces

If you use the Service through an organization, production team, or shared workspace, its owners, managers, and other authorized members may access or manage User Content and account activity within that workspace. SurtitleLive does not control and is not responsible for your organization's internal privacy practices or how authorized workspace members use information made available to them.

8. Security

We use reasonable administrative, technical, and organizational measures appropriate to the nature and sensitivity of the information and the risks involved. These measures may include access controls, encryption in transit, provider-managed encryption at rest, application-layer protection for selected runtime content, logging, backups, and automated threat detection.

No internet transmission, storage system, or security control is completely secure. We cannot guarantee that information will never be lost, accessed, disclosed, altered, or destroyed without authorization.

9. Retention, Account Closure & Deletion

We retain information for as long as reasonably necessary to provide and secure the Service, maintain business and transaction records, administer shared workspaces, prevent fraud or abuse, resolve refunds and disputes, comply with legal, tax, and accounting obligations, and establish, exercise, or defend legal claims.

Account closure does not necessarily result in immediate deletion of every record. Deletion requests are subject to identity verification, applicable legal exceptions, shared-workspace rights, technical limitations, and reasonable processing time. User Content belonging to a shared workspace may remain available to other authorized members. Backups and cached copies may remain until they are overwritten through normal retention cycles. We may retain information that has been aggregated or de-identified so that it no longer reasonably identifies you.

10. Your Privacy Choices & Rights

Depending on where you are located and which laws apply, you may have rights to request access to or correction of personal information, withdraw certain consent, object to or restrict certain processing, request deletion or portability, or complain to a privacy regulator. These rights are not absolute and may be limited by legal, security, evidentiary, technical, or third-party considerations.

We may verify your identity and account authority before responding. Where permitted by law, we may decline, limit, extend the response time for, or charge a reasonable fee for requests that are unfounded, excessive, repetitive, technically infeasible, would adversely affect another person, or conflict with a lawful retention or legal-claims requirement.

The Service is not directed to children under 13. If you believe a child has provided personal information contrary to applicable law, contact us.

11. Contact Us

For privacy inquiries, complaints, access requests, or information about service providers outside Canada, contact us at:
Email: info [at] surtitlelive [dot] com
Business name: SurtitleLive (sole proprietorship)
Location: Calgary, Alberta, Canada