Privacy Policy

1Who we are

In this policy, "we", "us" and "our" refer to Miku. "You" and "your" refer to you as a user of the app.

The app connects you to people with real life experience about life, work, relationships and similar topics. They are people with lived experience and not doctors, psychologists or licensed therapists and the app is not a medical or mental health service.

We are the data fiduciary for the personal data described in this policy, within the meaning of the Digital Personal Data Protection Act, 2023.

This policy is published in accordance with the Digital Personal Data Protection Act, 2023; Sections 43A and 72A of the Information Technology Act, 2000; the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011; and Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

2What this policy covers

This policy applies to everyone who uses Miku.

It should be read together with our Terms of Use, Community Guidelines and Content Moderation Policy.

By creating an account and continuing to use the app, you consent to the collection and processing described here. If you do not agree with this policy, please do not use the app.

3Information we collect

We collect only what we need to run the service, keep it safe and meet our legal obligations. The table below sets out each category, what it contains and why we collect it.

4Sessions and monitoring

Session content is monitored in real time by an automated safety system operated by a specialist provider on our behalf. It looks for behaviour that breaks our Community Guidelines, such as sexual content, abuse, requests for money or attempts to share contact details.

How it works

• The system analyses audio and video while a session is in progress.
• If it detects a likely violation, the session is ended automatically.
• We do not use the content of your sessions to build an advertising profile of you and we do not sell it.

If a session was ended in error or an automated flag has contributed to a decision about your account, you can ask for it to be reviewed by a person. Write to our Grievance Officer or see how appeals work.

5Health and sensitive information

People use Miku to talk about difficult things. In the course of a session you may choose to describe your health, your mental state or your relationships. We treat that as sensitive information and handle it accordingly.

• It is never required. Nothing in the app asks you to disclose a health condition and no feature depends on it.
• We do not build health profiles. We do not analyse what you discuss in order to categorise you, infer conditions or recommend content on that basis.
• It is not used for advertising. We do not share the content of sessions with advertisers, ad networks or data brokers and we do not use it to target you.

They are not medical or mental health professionals and a session is not a consultation, a diagnosis or a course of treatment. Nothing said in a session should be relied on as medical advice.

6Who we share it with

We do not sell, rent or trade your personal data. We share it only in the situations below.

With service providers

We use third parties to operate the service. They process your data on our instructions, under contract and may not use it for their own purposes. They fall into these categories:

• Cloud hosting and storage
• Audio and video calling infrastructure
• Payment processing
• Content moderation and safety tooling, including automated detection
• SMS and one-time password delivery
• Push notification delivery
• Analytics, crash reporting and diagnostics
• Customer support tooling

You may ask us for the identity of the providers we use in each category by writing to our Grievance Officer.

For legal and safety reasons

We may disclose information where we believe in good faith that it is necessary to:

• Comply with a law, court order or valid request from a government or law enforcement agency
• Respond to an emergency involving a risk to someone's life or safety
• Investigate suspected fraud, abuse or a breach of our Terms of Use
• Establish, exercise or defend a legal claim

Aggregated information

We may publish or share statistics that cannot identify you, such as the total number of sessions on the platform.

7Payments

Sessions are charged by the minute at the rate shown on the profile before the call connects. You are charged only for connected minutes.

We keep transaction records for the period required under Indian tax and accounting law.

Our refund and cancellation terms are set out in the Charges and Refund policy.

8Your rights

Under the Digital Personal Data Protection Act, 2023, you have the following rights.

• Access. To get a summary of the personal data we hold about you, how it is being processed and the identities of others with whom we have shared it.
• Correction. To have inaccurate or incomplete data corrected, completed or updated.
• Erasure. To have your personal data erased where we no longer need it and no law requires us to keep it.
• Withdrawal of consent. To withdraw consent at any time, as easily as you gave it. Withdrawal does not affect processing that already took place and we may be unable to keep providing the service afterwards.
• Nomination. To nominate someone to exercise these rights on your behalf if you die or become incapable of exercising them yourself.
• Grievance redressal. To complain to us about how we handle your data and to escalate to the Data Protection Board of India if you are not satisfied with our answer.

You can exercise most of these rights directly in the app, under Profile → Settings. For anything else, write to our Grievance Officer using the details below. We may ask you to verify your identity before we act, so that we do not disclose your data to someone else.

We acknowledge a request within 24 hours. We do not charge for any of this.

9Deleting your account

You can delete your account from inside the app, under Profile → Settings → Delete Account. You do not need to write to us or explain why.

When you delete your account:

• Your profile stops being visible and you can no longer sign in
• Your profile, interests and preferences are deleted

Some information survives deletion because the law requires it or because deleting it would harm others: transaction records kept for tax purposes, moderation and enforcement records and any material subject to a legal hold.

10Age requirement

Miku is for adults. You must be 18 or older to create an account or use the app.

We ask for your date of birth before you sign in and we do not allow an account to be created where the date entered shows you are under 18. We do not knowingly collect personal data from children.

If you are a parent or guardian and believe a child has created an account, write to our Grievance Officer. We will verify the position and delete the account and its data.

11Changes to this policy

We may update this policy as the app changes or as the law does. The date at the top will change each time.

Please check this page from time to time so that you know what the current version says. Your continued use of the app after a change takes effect means you accept the updated policy.

12Contact and grievances

If you have a question about this policy, want to exercise a right or want to complain about how we have handled your data, you can reach us in any of these ways.

In the app

Report a session from the in-call menu or from your session history. Reports are acknowledged within 24 hours and you can follow them under Profile → 24/7 Support Service.

Our timelines

• We acknowledge a grievance within 24 hours of receiving it.

You will need to give us the mobile number registered to your account so that we can locate your records.

Escalating

If you are not satisfied with our response, you may complain to the Data Protection Board of India in the manner prescribed under the Digital Personal Data Protection Act, 2023. For decisions other than data matters, the appeal route is the Grievance Appellate Committee.