Rellova Privacy Policy
Legal entity: Rellova LLC, an Illinois limited liability company.
Launch scope: United States and Canada; adults 18+ only.
Effective date: August 11, 2026
1. Scope
This Privacy Policy explains how Rellova collects, uses, discloses, retains, and protects personal information when you use the Platform in the United States or Canada.
Separate notices may apply to biometric information, background screening, cookies/analytics, and state/provincial privacy rights.
2. Information We Collect
Account and identity
- name and display name;
- date of birth/age eligibility;
- email and phone;
- authentication identifiers;
- profile photo and optional profile media;
- country, city, state/province/territory, postal/ZIP code, timezone;
- interests, languages, biography, and optional occupation.
Provider information
- service listings, rates, availability, travel preferences;
- private travel origin/service area;
- professional credentials;
- payout onboarding status;
- tax/reporting information where required.
Verification and screening
We may receive verification status, vendor reference IDs, credential status, or background-screening status from third-party vendors. We generally do not make raw identity documents or detailed background reports public.
If a verification process involves biometric information, a separate Biometric Privacy Notice and Consent may apply.
Booking and transaction information
- requested and accepted services;
- meeting locations;
- booking times/duration;
- travel distance and fees;
- payment/refund/payout status;
- tips;
- cancellation/no-show history;
- reviews and ratings.
Location information
With permission and where needed, we may collect device location for:
- nearby discovery;
- meeting location selection;
- travel-distance calculations;
- provider geofence arrival/clock-in;
- safety and fraud prevention.
We do not intend to continuously track users in the background when there is no legitimate feature or active-booking reason.
Communications and content
- messages between users;
- report and dispute submissions;
- reviews;
- customer support communications;
- moderation flags;
- profile/service content.
Virtual sessions
We may collect video-room metadata such as participant join/leave timestamps, technical diagnostics, and session duration. Rellova does not record virtual session audio/video by default.
Device and usage
- device/app identifiers;
- IP address;
- crash and diagnostic information;
- security and fraud signals;
- pages/screens/actions;
- notification token;
- cookie/SDK data where applicable.
3. Why We Use Information
We use information to:
- create and secure accounts;
- verify eligibility and identity;
- operate Customer/Provider profiles;
- match and rank Providers;
- facilitate bookings and communication;
- calculate travel and verify arrival;
- process payments, refunds, tips, and payouts;
- operate virtual video sessions;
- display ratings, reviews, and marketplace statistics;
- investigate reports and disputes;
- prevent fraud, fake accounts, GPS manipulation, circumvention, and abuse;
- comply with tax, accounting, legal, and regulatory obligations;
- provide customer support;
- improve product performance;
- send transactional communications;
- send marketing where legally permitted and consented to;
- enforce policies and protect users.
4. Information Shared With Other Users
Depending on your role and booking stage, other users may see:
- profile photo;
- first name/display name;
- general city/region;
- interests/languages/bio;
- member-since information;
- ratings/reviews;
- completed-booking statistics;
- verification badges;
- provider services, prices, travel rules, availability;
- agreed booking details.
Providers may see a requesting Customer’s profile and trust/reputation information before acceptance.
We do not publicly display your raw DOB, private email/phone, payment card details, raw background report, government ID, or exact home address.
5. Service Providers
We may disclose information to vendors that help us operate the Platform, including providers for:
- hosting/database/storage;
- payments and payouts;
- phone verification;
- identity verification;
- background screening;
- maps/geocoding/routing;
- video communications;
- email/SMS/push notifications;
- fraud/security;
- analytics and crash diagnostics;
- customer support.
We require service providers to process data for authorized purposes and subject to applicable contractual and legal protections.
6. Legal and Safety Disclosures
We may preserve or disclose information where reasonably necessary to:
- comply with law, legal process, or valid government requests;
- protect a person from imminent harm;
- investigate fraud, abuse, or serious policy violations;
- establish, exercise, or defend legal claims;
- complete a corporate transaction subject to appropriate safeguards.
7. Sale/Sharing and Advertising
Rellova does not intend to sell personal information for money. V1 is not designed around cross-context behavioral advertising.
If Rellova later uses advertising or data practices that constitute “sale,” “sharing,” or targeted advertising under applicable law, Rellova will update notices and provide required opt-out mechanisms before or when legally required.
8. Sensitive Information
Identity documents, background-screening data, precise geolocation, biometric data, and financial/tax information may be considered sensitive. We limit use and access to purposes reasonably necessary for verification, payment, safety, legal compliance, fraud prevention, and requested functionality.
9. Data Retention
We retain information only as long as reasonably necessary for the purposes described, including active account operation, safety, fraud prevention, legal claims, tax/accounting, and regulatory requirements.
Different categories have different periods. See the Data Retention & Deletion Policy and Biometric Notice for more detail.
10. Account Deletion
You may initiate account deletion through the app and any web process required by app-store policy. We will delete or de-identify information that is not required to be retained, subject to legal, tax, fraud, safety, payment, dispute, and recordkeeping obligations.
11. Security
We use administrative, technical, and organizational measures appropriate to the sensitivity of the data. No system is completely secure.
12. Cross-Border Processing
Because Rellova operates in the U.S. and Canada and uses service providers, personal information may be processed in another state, province, or country. Where required, we provide notice and contractual safeguards and remain responsible for applicable privacy obligations.
13. Children
Rellova is for adults 18 and older. We do not knowingly permit minors to create accounts or participate in paid bookings.
14. U.S. Privacy Rights
Residents of certain U.S. states may have rights to access, correct, delete, obtain a copy of, or opt out of certain uses of personal information, subject to eligibility and exceptions. See the U.S. State Privacy Notice.
15. Canadian Privacy Rights
Canadian users may have rights to access/correct personal information and withdraw consent subject to legal and contractual restrictions. Federal PIPEDA and provincial private-sector laws may apply depending on the circumstances. See the Canada Privacy Addendum.
16. Marketing Choices
Marketing communications are separate from operational messages. Canadian commercial electronic messages are subject to consent/identification/unsubscribe requirements where applicable. You can opt out of marketing without opting out of essential booking/safety/account communications.
17. Changes
We may update this Privacy Policy. Material changes will be communicated as legally required.
18. Contact
Privacy questions and requests: admin@support.rellova.org or the in-app Privacy Request Center
Rellova LLC
4236 Westgate Dr, Springfield, IL 62711, United States