Privacy Policy

1. Overview

nanohana (the "Service") respects your privacy and is committed to protecting personal information. This Privacy Policy (the "Policy") explains how we collect, use, share, store, transfer, and manage personal data and how users may exercise their rights.

The authoritative version of this Policy is the Japanese version. English and other translated versions are provided for convenience only. If there is any inconsistency, the Japanese version will prevail.

2. Information We Collect

We may collect the following categories of information.

Account information: email address, authentication provider details, country of residence, language settings, age-verification result, and parental consent status where required.

Usage information: talk participation timestamps, number of participants, topics, anonymous display names, talk-history metadata, talk time consumption history, balance information, ratings, reports, settings, and inquiry details.

Voice and text related information: speech-to-text output, translated text, conversation-derived metadata, and analysis data only when the user has provided explicit consent.

Device and technical information: device type, operating system, browser, app version, logs, IP address, web cookie-consent status, and in-app analytics, notification, and marketing preferences.

Payment-related information: purchase platform (iOS: App Store, Android: Google Play, Web: Stripe), purchase date and time, purchased minutes, currency, amount, subscription status, subscription plan, renewal date, expiration date, transaction identifiers, purchase tokens, etc. We do not store full payment card details (e.g., card number, CVV); those are handled by payment providers.

3. How We Use Information

We use collected information to provide the Service, verify identity, perform age verification, operate matching, voice communication, automatic translation, talk history, talk time consumption and balance management, expiration management, billing, purchase history management, balance expiry notifications, subscription management, billing integrity audits, support, fraud prevention, safety measures, incident response, legal compliance, audits, anonymized statistics, and analysis features that the user has explicitly opted into.

Conversation-derived data for social issue detection, trend analysis, or anonymized statistical reporting is disabled by default and used only when the user has separately provided explicit opt-in consent.

4. Cookies, Tracking Technologies and In-App Data Usage Settings

On the website, we may use essential cookies and optional tracking technologies such as analytics cookies, localStorage, and sessionStorage. Optional tracking is activated only after consent where required by applicable regional laws.

When a user rejects tracking, all analytics cookies, localStorage data, and sessionStorage data used for tracking purposes are removed. Only data essential for service operation (such as the consent record itself) is retained.

Our mobile apps do not rely on browser cookies. Instead, analytics, notification/functional, and marketing preferences are managed through in-app settings. The collection method, default values, and re-consent requirements may vary depending on the user's region.

Users may update optional settings at any time through website cookie and tracking controls or in-app settings.

5. Sharing with Third Parties and Service Providers

We may use the following sub-processors or service providers.

Google Cloud Platform / Firebase for authentication, storage, Cloud Functions, messaging, analytics, and monitoring; Agora for real-time voice communication; Google Cloud Speech-to-Text and Translation for speech recognition and translation; Amazon Web Services for email delivery; Stripe for web payments; Apple App Store and Google Play for in-app billing.

We share data with those providers only to the extent necessary to operate the Service, maintain security, prevent fraud, and comply with law. We may also disclose information to law enforcement, courts, regulators, or others where required by law or necessary to protect users or third parties.

Material changes to sub-processors may be announced by updating this Policy or publishing notice on the website.

6. Cross-Border Transfers

We aim to store user data in a single region selected based on the user's country of residence. However, personal data may be transferred to or accessed from other countries when necessary for authentication, payment processing, email delivery, auditing, incident response, security monitoring, or legal compliance.

Where required by applicable law, including the GDPR, UK GDPR, or other privacy laws, we rely on lawful transfer mechanisms such as standard contractual clauses, data-processing agreements, statutory exceptions, or user consent.

Cross-region sharing or international access may also occur for disaster recovery, payment reconciliation, law-enforcement response, or other limited operational purposes.

7. Data Retention and Data Residency

Data residency is generally determined based on the country of residence selected when the user first starts the Service. We avoid unnecessary transfers between regions.

Active account data is retained while the account remains active. After an account deletion request, data is generally retained for 90 days during which restoration may be possible. Data required for legal retention, fraud prevention, audits, dispute handling, taxation, or accounting may be retained longer or anonymized and retained.

Retention periods for talk history, purchase history, billing audit logs, billing integrity audit logs, reports, and other records are determined by service requirements and applicable law (including tax reporting obligations). Payment-related data and billing audit logs are retained for 100 years in principle to satisfy legal retention requirements.

8. Automated Processing and Analysis

We use automated processing for AI-based matching, automatic translation, speech recognition, fraud detection, report-review assistance, and quality improvement analytics. These processes support service delivery, safety, and user-experience improvement.

Inputs may include topics, language settings, conversation-derived metadata, speech-to-text output, and service-usage data. Human review or auditing may be added where appropriate for important decisions.

Conversation-derived analysis for social issue detection, trend analysis, or anonymized reporting is performed only when the user has given additional explicit consent. Once consent is withdrawn, future analysis must stop for that user.

9. User Rights and Identity Verification

Depending on the user's country or region, users may have rights such as access, correction, deletion, restriction, objection, portability, withdrawal of consent, and opt-out rights relating to sale or sharing. The exact scope of rights varies by jurisdiction.

When we receive a request to exercise rights, we may ask for additional identity verification or proof of authority to protect users and prevent unauthorized disclosure.

Even after deletion requests, account closure, or withdrawal of consent, we may retain certain information where necessary for taxation, accounting, billing audits, fraud prevention, dispute handling, or legal compliance.

10. Children's Data

The Service is not intended for individuals below the minimum legal age in the relevant country. Depending on local law, parental or guardian consent may be required before use begins.

Children's data may be handled under additional safeguards for age verification, safety, and legal compliance. If we determine that a user does not satisfy legal age requirements, we may suspend the account and delete relevant data where appropriate.

11. Security

We implement reasonable technical and organizational measures to protect personal information against unauthorized access, leakage, alteration, loss, or destruction.

Examples include TLS/SSL encrypted communications, encrypted voice sessions, Firebase App Check, Firestore Security Rules, access controls, audit logs, separation of duties, and continuous security review.

However, because the Service relies on internet communications and cloud infrastructure, absolute security cannot be guaranteed.

12. Changes to This Policy

We may update this Policy to reflect changes in law, service features, vendors, or operations.

Where changes are material, we may provide notice through in-app messaging, website publication, email, or other reasonable means. If regional addenda or supplementary notices apply, they will take precedence for users in the relevant region.

13. Contact and Complaints

For questions, rights requests, or privacy complaints, please contact us through the in-app support flow or the instructions published on the website.

Users may also have the right to lodge a complaint with a data protection authority or consumer protection authority in their country or region.