1. Who we are
Velio Co is operated by RADICE AND CO PTY LTD (ABN 55 678 424 461), an Australian company. In this policy, “Velio”, “we”, “us” and “our” mean that company.
This policy covers personal information handled through our website, creator research tool, AI features, browser extensions, mobile services, supported integrations, community and customer communications. It also explains how we handle information about people whose public channels or videos appear in our research tools.
This policy explains our practices; it is not a blanket request for consent. Where a particular activity needs your consent, we request it separately. Our Terms and Conditions explain the rules for using Velio.
2. Information we collect
The information we handle depends on the features you use and what you choose to provide:
- Account and contact details: your name, email address, sign-in provider identifiers, profile image, and any phone number or other details you supply through a form or conversation.
- Your channel and research: channel identifiers, niche and audience context, tracked channels, searches, saved videos, folders, tags, notes, preferences and alerts.
- AI and creative content: prompts, chat messages, instructions, reference images, uploaded assets, generated thumbnails, outputs and feedback you submit or save.
- Subscriptions and transactions: plan, billing status, payment-provider identifiers, transaction history, credit usage and referral information. Payment providers process your payment credentials; do not send card details to us in chat or by email.
- Support and community activity: enquiries, feedback, survey or interview responses, messages and contributions, and information supplied with a refund request.
- Technical and activity information: IP address, browser and device details, approximate location inferred from IP, cookies or similar identifiers, pages visited, referring links, feature interactions, timestamps and error reports. Session replay is explained below.
- Public creator information: public channel names, identifiers, profile images, video titles, thumbnails, publication dates, view counts and other available performance information used in our research features.
We collect information directly from you, through your use of Velio, from connected services you authorise, and from public sources and service providers. A referring ambassador or payment provider may supply a referral or transaction identifier. If you choose not to provide information needed for a feature, we may be unable to provide that feature.
Please avoid submitting passwords, payment credentials, health information or other sensitive personal information in prompts, notes, uploads or support messages unless we specifically request it through an appropriate process. Only provide another person’s information or likeness when you have the right to do so.
3. How we use information
- Create and secure accounts, authenticate users, manage subscriptions and deliver the features you request.
- Personalise research and recommendations using your channel, audience and competitor context; organise your saved work; and send alerts you request.
- Process prompts and images, generate responses and creative assets, and carry out actions you authorise through supported integrations.
- Answer questions, provide support and training, invite product feedback, assess refund requests and communicate service, security and policy changes.
- Understand how features are used, diagnose faults, improve usability, prevent misuse and develop the service.
- Administer referrals, measure marketing effectiveness and send promotional communications as described in the next two sections.
- Meet legal and accounting obligations, resolve disputes and protect the rights and security of our users and business.
Where UK or European data protection law applies, we rely on performance of a contract for requested services, legal obligations for required records and disclosures, consent for activities that require it, and legitimate interests for proportionate service improvement, security and business administration where those interests are not overridden by your rights. We do not use legitimate interests to bypass a consent requirement.
4. Contact, research and offers
When you give us your contact details, we may use them to respond to you, help you use Velio, and invite you to answer product questions, complete a survey or take part in an interview. Participation in research is optional, and you can ask us to stop sending research invitations.
With your consent, or where the relevant law otherwise permits, we may also contact you by email, SMS or phone with product news, education, promotions and offers from Velio or our other creator business, Marcus Jones Media. We identify the sender and explain the relevant brands and communication channels when asking for marketing consent. If a message promotes an offer as well as asking for feedback, we treat it as marketing.
Providing an email address or phone number for support, billing or account access does not by itself give us permission to send every type of promotion. Marketing choices are separate from accepting our Terms. Where consent is required for a channel or a new purpose, we obtain it before using your details that way. We also observe applicable Do Not Call and telemarketing requirements.
You can unsubscribe using the link or instructions in a marketing message, or email hello@velio.co. You can withdraw permission for one channel or brand without closing your Velio account. We action email and SMS unsubscribe requests within five working days, or sooner where required by law. We may retain a minimal suppression record to honour your choice.
Essential account, billing, security and service messages may still be sent after you opt out of marketing. We do not use those messages to bypass your marketing preferences.
5. Ambassador referrals
If you arrive through an ambassador’s or affiliate’s link, we may record the referral and use referral and transaction information to attribute a signup or purchase and calculate commissions. Referral administration is a separate purpose from joining the ambassador’s marketing list.
If you choose to join the referring ambassador’s email list, we may share your name and email address with that named ambassador so they can add you to their lead list and send their own tips, product information and offers. Before this happens, the signup notice identifies the ambassador, explains the sharing and email marketing, and links to their privacy information. This choice is optional and separate from creating a Velio account and receiving Velio marketing.
Following a referral link, subscribing to Velio or accepting this policy does not by itself enrol you in the ambassador’s marketing list. We do not include your phone number, payment credentials, private channel analytics, chats or uploaded assets in this marketing disclosure.
An ambassador who runs their own mailing list is responsible for their use of the information and for honouring unsubscribe and privacy requests. You can unsubscribe from their messages directly. You can also contact hello@velio.co to withdraw permission for future sharing or ask who received your information; we will help route your request. Withdrawing consent does not make an earlier lawful disclosure unlawful.
6. Analytics, cookies and replay
We use cookies, local storage and similar technologies for functions such as sign-in, security, preferences and referral attribution. Optional analytics or marketing technologies are subject to the choices and legal requirements that apply to you.
PostHog helps us understand feature usage and improve the tool. Analytics can include pages or screens visited, clicks, scrolling, searches, feature events, device information and identifiers. Activity can be linked to your Velio account; it should not be assumed to be anonymous.
Session replay allows us to reconstruct a visit to Velio to investigate problems and understand where people get stuck. Depending on the surface and configuration, a replay can include interactions and text or images displayed in the product. It reconstructs activity within the relevant website or app, rather than recording your entire desktop, camera or microphone.
We also use Sentry for performance and error diagnostics, including replay associated with errors. Diagnostic reports may contain account or device identifiers, technical request details, request or response content and other content involved in an error. These tools may process personal information even when particular input fields are masked.
Where prior consent is required, optional analytics, replay and marketing tracking must remain off until you agree. You can decline or withdraw that consent without losing access to core paid features. The choice shown on the relevant service should let you change your preference later; you can also contact us about tracking and your information. Browser cookie controls can remove or block stored identifiers, but do not necessarily stop every form of collection and may affect sign-in.
We do not treat a policy update or continued browsing as permission to start a new consent-dependent tracking activity. See PostHog’s privacy information and Sentry’s privacy information for more about those providers.
7. AI and connected services
Velio uses external AI and infrastructure providers to process requests, including OpenAI for chat, Google’s Gemini for research processing, and Pikzels for supported thumbnail features. The information sent can include your prompt, relevant conversation history, channel or research context, reference or face images, and other content needed for the feature. A provider may receive this information even if you have not opened an account with that provider yourself.
We store conversations and creative assets so you can continue your work. Where enabled, Langfuse supports AI diagnostics and evaluation and can receive prompts, responses, conversation identifiers and account identifiers. AI diagnostic records are distinct from ordinary page analytics.
When you connect an external assistant or client through MCP or another supported integration, data returned by Velio becomes available to that client. Depending on its permissions, a connection may retrieve your research or saved information and perform actions you request. Review the client’s permissions, privacy terms and data settings before connecting it, and revoke access when you no longer need it.
Provider processing, retention and any permitted use for model improvement depend on the applicable service, contract and settings. We do not represent that every provider has identical retention or training rules. Contact us before submitting information that requires a particular confidentiality or processing arrangement. We do not use acceptance of this policy as consent for an unrelated use of your private content.
Public videos and thumbnails shown for research belong to their respective creators. Viewing a public example does not give other users access to your private Velio workspace.
8. Google and YouTube data
Velio uses Google sign-in and YouTube API Services. Google sign-in can provide basic profile information such as your name, email address and profile image. Public YouTube data supports our channel and video research tools. Any additional access to a connected account depends on the permissions you authorise; signing in should not be taken to mean you granted every YouTube permission.
When you connect a YouTube channel, we request read-only channel access and YouTube Analytics access, including the monetary analytics permission displayed by Google. We store connection tokens to maintain authorised access and use channel details and performance reports, such as views, watch time, subscriber changes, impressions and click-through rates, to provide analysis. The permission screen identifies the access requested; authorising a scope does not mean every available data field is collected.
We use authorised account data to provide the user-facing features you request. A new use or expanded permission requires the relevant notice and authorisation. Our use and transfer of information received from Google APIs must comply with the Google API Services User Data Policy, including Limited Use requirements where applicable. Those restrictions take priority over broader descriptions of marketing or sharing in this policy.
We do not use protected Google or YouTube API data for advertising or unrelated ambassador marketing. Private authorised YouTube data is not made available to other users or third-party clients without the authorisation required by Google’s policies.
You can revoke Google access through your Google Account permissions. Revocation and deletion are different steps: to request deletion of data held by Velio, email hello@velio.co. For YouTube API data, we honour the applicable deletion requirements, including deletion within seven calendar days of a user deletion request and within 30 calendar days after revocation through Google.
Revoking access may stop connected features from working. Information still publicly available on YouTube may continue to appear in public research results; contact us if you have a privacy concern about a listing. See the Google Privacy Policy and YouTube Terms of Service.
9. Velio Mail Assistant
This section applies only if you separately connect Google to Velio Mail Assistant. Ordinary Google sign-in or connecting a YouTube channel does not give Velio access to Gmail.
With the permissions shown by Google, Mail Assistant may access messages, metadata, attachments, labels, drafts, sent mail, settings such as filters, and connection credentials. We use this data to carry out mail actions you request, such as searching, summarising, drafting, sending, labelling and managing filters.
For an AI-assisted action, necessary information may be sent to your selected OpenAI service, including ChatGPT or Codex, or Anthropic’s Claude service. Retention there depends on the applicable account and product settings, subject to the restrictions below. Mail Assistant stores OAuth credentials on your authorised device and does not operate a separate hosted database of Gmail messages. Credentials remain until disconnected, revoked, deleted or expired.
Velio Mail Assistant’s use and transfer of information received from Google APIs complies with the Google API Services User Data Policy and Google Workspace API User Data and Developer Policy, including Limited Use requirements.
We do not sell this data, use it for advertising or credit decisions, or use it to train general-purpose AI models. Transfers are limited to permitted requested features with your consent, security or legal purposes; a business-sale transfer requires your explicit prior consent. Human access requires documented affirmative agreement to view specific information, except for permitted security or legal purposes. These restrictions override the general AI, sharing and business-change provisions elsewhere in this policy.
Revoke Google access here, or email hello@velio.co for help removing local credentials or requesting deletion. Revocation stops future access but does not itself erase information retained by your selected AI provider.
11. Retention and security
We keep information for as long as it is reasonably needed for the purpose for which it was collected, including providing your account, resolving support or billing issues, meeting record-keeping obligations and handling legal claims. Relevant factors include whether your account remains active, the type of record, applicable legal periods and provider retention settings.
Account content, analytics, replay, diagnostic logs, payment records and marketing-consent records can have different retention periods. Closing an account does not require us to erase records that the law requires us to keep. Where information is no longer needed, we delete it or de-identify it, subject to lawful retention and backup cycles. Google and YouTube API data is also subject to the specific rules above.
We use reasonable safeguards designed to reduce unauthorised access, loss and misuse. No service can promise absolute security. If a data incident occurs, we investigate and make notifications to affected people and authorities where required by law.
12. Your choices and rights
You can contact hello@velio.co to request access to or correction of your personal information, deletion of your account or information, withdrawal of consent, or information about a disclosure. You do not need to include sensitive identification documents in your first message; we may ask for proportionate verification before acting.
Depending on the law that applies, you may also have rights to restrict processing, object to processing including direct marketing, receive a portable copy of certain information, and complain to a supervisory authority. We respond within the period required by the applicable law. If we cannot fulfil a request in full, we explain why and what options remain.
Withdrawing consent affects future consent-based processing. It does not invalidate earlier lawful processing or prevent us from retaining information for another lawful reason. You can stop marketing without cancelling your subscription, and cancelling a subscription does not automatically erase account information.
If you believe we have mishandled personal information, please describe the issue and the outcome you are seeking. We will investigate and aim to respond to a privacy complaint within 30 days. You can also contact the Office of the Australian Information Commissioner or your relevant local regulator; you do not have to give up any right to complain to them.
13. Young users
Velio is a creator and business tool. A person who cannot enter a binding agreement independently must use the service through a parent or guardian who can agree to the Terms and supervise its use. We do not seek sensitive information about children for marketing or profiling.
If you believe a child has supplied personal information without appropriate authority, contact us so we can investigate and take appropriate steps, including removing information where necessary.
14. Updates and contact
We may update this policy as Velio, our providers or the law changes. We publish the revised version and its effective date, and give an appropriate notice of material changes, including by email or in the product where required. A notice does not replace consent where consent is needed for a new use or disclosure.
For privacy questions, requests or complaints, contact:
RADICE AND CO PTY LTD, trading as Velio CoABN 55 678 424 461
PO Box 449, Wollongong NSW 2520, Australia
hello@velio.co