1. Who we are
Noverane is the controller of personal information described in this notice when you use our website, mobile application and streaming service. In this notice, "Noverane", "we", "us" and "our" refer to the Noverane service.
For privacy questions or to exercise your rights, email hello@noverane.com.
2. Information we collect
Information you give us
- Account details, such as your name, email address, username, password credentials and age or eligibility confirmation.
- Subscription information, including your plan, subscription status, purchase date and app-store transaction or receipt reference. Apple, Google or another payment provider processes full payment-card details; we do not need to receive your full card number.
- Preferences and interactions, such as My List, viewing progress, downloads, language, captions, parental-control settings and marketing choices.
- Email choices: whether you have agreed to marketing emails, and when you last changed that choice.
- Communications, including support messages, survey responses, competition entries and feedback.
Information collected when you use the Service
- device, browser, operating system, app version, IP address and approximate location inferred from IP;
- log, diagnostic, crash, security and fraud-prevention information;
- pages, titles and features viewed or used, playback events, search activity and referral information;
- product analytics: events recording how the app is used, such as opening the app, signing up, series and episodes viewed or started, how far through an episode you watch, paywall views, subscriptions started or cancelled, My List additions, shares, and ads shown or tapped. Each event is linked to a random account identifier and your plan (free or Noverane+), not to your name or email address, and includes device type, operating system, app version and approximate location inferred from IP address;
- on the free plan, advertising information collected by Google AdMob when an ad is requested or shown: your device’s advertising identifier (Apple’s IDFA or the Android Advertising ID, where you allow it), approximate location inferred from IP address, how you interact with ads, and diagnostic and performance information; and
- cookie or similar-technology identifiers where used and permitted.
Information from others
We may receive subscription status and transaction confirmation from Apple or Google, technical or analytics information from our service providers, and information you choose to provide through a connected service.
3. How and why we use information
UK data protection law requires a lawful basis for each use of personal information.
- To perform our contract with you: create and manage your account, provide playback and downloads, remember progress, deliver subscription features, process support requests and communicate service information.
- For our legitimate interests: secure the Service, prevent fraud and misuse, diagnose problems, understand performance, improve content discovery and features, measure engagement (including through product analytics, so we can see which series people watch, where they stop and which parts of the app need fixing) and manage our business. We balance these interests against your rights.
- To comply with law: maintain records, respond to lawful requests, enforce legal rights and meet tax, accounting, consumer-protection and regulatory duties.
- With your consent: send marketing emails about offers and news, show personalised advertising and use non-essential cookies or similar technologies where consent is required. Everything is off until you switch it on. You may withdraw consent at any time.
On the free plan we show advertising between episodes so that we can offer the Service without a subscription. Noverane+ members are not shown ads.
We do not make decisions based solely on automated processing that produce legal or similarly significant effects on you. Recommendations and personalised rows may be generated from your viewing and interaction history, but you remain free to choose what to watch.
5. International transfers
Some providers may process information outside the United Kingdom. Where the destination is not covered by a UK adequacy regulation, we use an approved safeguard—such as the UK International Data Transfer Agreement, the UK Addendum to standard contractual clauses, or another lawful transfer mechanism—and carry out any required risk assessment. Contact us if you would like more information about the safeguard relevant to your data.
6. How long we keep information
We keep personal information only for as long as needed for the purposes above, including to provide the Service, resolve disputes, prevent fraud and comply with legal obligations.
- Account and viewing information is generally retained while your account is active and for a limited period after closure.
- Support records are kept for as long as needed to resolve and document the issue.
- Transaction and accounting records may be retained for up to six years, or longer where law requires.
- Security logs are retained for a shorter period unless they are needed to investigate an incident.
- Product analytics events are kept only for as long as they are useful for understanding how the app is used, and are then deleted or anonymised.
We delete or anonymise information when it is no longer required.
7. Your choices and rights
Depending on the circumstances and lawful basis, UK data protection law may give you the right to:
- ask for a copy of your personal information;
- correct inaccurate or incomplete information;
- ask us to delete information, or delete your account yourself in the app (Settings, then Delete Account);
- turn product analytics off at any time in the app (Settings, then Usage analytics);
- restrict or object to certain uses, including direct marketing;
- receive certain information in a portable format;
- withdraw consent at any time (for marketing emails, in Settings or with the unsubscribe link), without affecting earlier lawful processing; and
- complain to a supervisory authority.
Your right to object: you may object at any time to direct marketing. You may also object to processing based on our legitimate interests, including product analytics, by emailing hello@noverane.com; we will stop unless we have compelling legitimate grounds or need the information for legal claims.
Deleting your account. In the app, go to Settings and choose Delete Account. This permanently deletes your account, My List, viewing progress and subscription records held by us. It does not cancel a subscription: manage or cancel that in your App Store or Google Play account settings. Product analytics events are linked only to a random identifier, never your name or email. When you delete your account we also ask PostHog to delete the analytics events linked to it; PostHog processes that request in a weekly batch. We may keep limited transaction and accounting records where the law requires, as described in section 6. You can also ask us to delete your account by emailing hello@noverane.com.
Use unsubscribe controls in marketing messages or email hello@noverane.com. We may ask for information to verify your identity. These rights can be subject to lawful exceptions.
9. Children and family use
The app is rated for ages 13 and over and is not directed at children under 13. Subscriptions must be purchased by an adult. A parent or guardian may allow a younger person to use the Service under supervision and should use available age ratings and parental controls. We do not knowingly ask a child to purchase a subscription. If you believe a child has provided personal information without appropriate permission, contact us so we can investigate and take appropriate action.
10. Security
We use appropriate technical and organisational measures designed to protect personal information, including access controls, secure transmission where supported and monitoring. No online service can guarantee absolute security, so you should use a strong, unique password and contact us if you suspect unauthorised access.
11. Contact, complaints and updates
Contact us at hello@noverane.com with privacy questions, requests or complaints. We will respond as required by applicable law.
You also have the right to complain to the UK Information Commissioner’s Office. Visit ico.org.uk/make-a-complaint or call 0303 123 1113. We would appreciate the opportunity to address your concern first.
We may update this notice when our practices, technology or legal obligations change. We will post the updated version here and provide additional notice if a change materially affects you.