Privacy Policy

HearMeOut (“HearMeOut”, “we”, “us”, or “our”) provides a mobile application and related services that connect people seeking emotional support (“Seekers”) with people who offer a caring ear (“Listeners”), along with an optional AI companion. This Privacy Policy explains what information we collect, how we use and protect it, and the choices you have.

This Policy is published in accordance with applicable Indian law, including the Information Technology Act, 2000, the rules made thereunder, and the Digital Personal Data Protection Act, 2023 (“DPDP Act”). By creating an account or using HearMeOut, you agree to this Policy. If you do not agree, please do not use the service.

1. Information we collect

Information you provide

• Account information: your mobile number and, for Seekers, an email address used to verify your account. You choose an anonymous display name; we do not require your real name to seek support.
• Listener verification information: if you apply to become a Listener, we collect a selfie and a short “liveness” video, a social media handle, and, where applicable, identity details, so we can confirm you are a real, accountable person. This information is used only for verification and safety.
• Payout information: if you are a Listener, the UPI ID (or other payout details) you provide to receive earnings.
• Payment information: when you add funds, payment is processed by our payment partner (Razorpay). We do not store your full card or bank credentials; we receive only a transaction reference and status.
• Content you share: messages, and the audio of voice sessions, exchanged during a session, plus any reports or feedback you submit.
• Support communications: information you provide when you contact us.

Information collected automatically

• Device & technical data: device type, operating system, app version, and identifiers needed for push notifications and security.
• Usage data: how you interact with the app, such as sessions started, duration, and features used.
• Log & diagnostic data: IP address, timestamps, and error logs, used for security and to keep the service reliable.
• Website cookies: our website may use minimal cookies or similar technologies for basic analytics and to remember preferences.

2. How we use information

We use information to:

• Create and secure your account, and match Seekers with available Listeners;
• Operate voice and chat sessions and the AI companion;
• Verify Listeners and maintain trust and safety on the platform;
• Process top-ups, session charges, and Listener payouts;
• Detect, prevent, and respond to fraud, abuse, harmful content, and safety risks;
• Provide customer support and respond to your requests;
• Improve and develop the service; and
• Comply with legal obligations.

3. Conversations & safety

Your conversations are private between you and the other participant. To keep the community safe, we use automated safety checks and, where a serious risk or a report is involved, limited human review, to detect harmful, abusive, or dangerous content. Conversation content may be processed for these safety purposes and stored in encrypted form for a limited period. We may also use a trusted AI provider to help operate the AI companion and certain safety features.

4. How we share information

We share information only as needed to run the service:

• With the other participant in a session, limited to your anonymous display name and what you choose to share during the session.
• With service providers who process data on our behalf under appropriate safeguards, including: Razorpay (payments and payouts), LiveKit (real-time voice infrastructure), OpenAI (AI companion and certain safety features), and cloud hosting and messaging providers.
• For legal reasons, where required by law, regulation, legal process, or to protect the rights, safety, and property of users, the public, or HearMeOut.
• In a business transfer, such as a merger, acquisition, or sale of assets, subject to this Policy.

5. Payments

Payments and payouts are handled by Razorpay and are subject to Razorpay’s own terms and privacy policy. We receive transaction status and references but do not store your card number, CVV, UPI PIN, or full bank credentials. Please review your payment provider’s policy for how they handle your information.

6. Data retention

We keep personal data only for as long as necessary to provide the service, comply with legal and tax obligations, resolve disputes, and enforce our agreements. Conversation content retained for safety purposes is kept for a limited period and then deleted or anonymised. When you delete your account, we delete or anonymise your personal data, except where we are required to retain certain records by law.

7. Security

We use technical and organisational measures designed to protect your information, including encryption of sensitive data in transit and at rest, access controls, and restricted handling of verification material. No method of transmission or storage is completely secure, but we work continually to protect your data and to respond promptly to any incident.

8. Your rights

Subject to applicable law, you may:

• Access the personal data we hold about you and request a summary of how it is processed;
• Request correction of inaccurate or incomplete data;
• Request deletion of your data and account;
• Withdraw consent you previously gave (this will not affect processing already carried out); and
• Nominate another individual to exercise your rights in case of death or incapacity, as provided under the DPDP Act.

To exercise any of these rights, contact us at privacy@hearmeout.me. We may need to verify your identity before acting on a request.

9. Grievance Officer

In accordance with Indian law, if you have a complaint or concern about how your data is handled, you may contact our Grievance Officer:

Grievance Officer, HearMeOut
Email: grievance@hearmeout.me

We will acknowledge and aim to resolve grievances within the timelines required by applicable law.

10. Children

HearMeOut is intended only for individuals who are 18 years of age or older. We do not knowingly collect personal data from anyone under 18. If we learn that we have collected data from a minor, we will delete it. If you believe a minor has provided us information, please contact us.

11. Data transfers

Some of our service providers may process data on servers located outside India. Where this happens, we take steps to ensure your information receives an appropriate level of protection consistent with this Policy and applicable law.

12. Changes to this Policy

We may update this Policy from time to time. When we make material changes, we will update the “Last updated” date and, where appropriate, notify you in the app. Your continued use of HearMeOut after changes take effect means you accept the updated Policy.

13. Contact us

If you have questions about this Privacy Policy or our data practices, contact us at privacy@hearmeout.me.