Privacy Policy

This policy explains what Swap Soul (“we”) collects when you use Swap Soul, why, who helps us, and the choices and rights you have.

The short version: we keep what we need to run your account, your credits, your saved characters and the Voice Lab clips, AI twin videos and Studio media you make; we don’t keep your camera video, your live voice, or what you say on stream.

What we collect

• Account: email address, name (optional), a scrambled (hashed) password, 2-step login settings, language, email preferences, the creator rules you accepted, and when you confirmed you are 18 or older (we don’t ask for your date of birth).
• Saved looks: the name, prompt and reference picture of each character you save, stored on our server so they follow you between devices. Delete them any time under My looks.
• Agents: the personas you write (name, personality, style, limits, greeting, picture and voice) and the agent’s conversations — yours from the dashboard, and those of visitors to its public link (their messages, not who they are; we keep a scrambled device or network identifier to keep each visitor’s conversation together and to enforce limits). Delete an agent and its conversations go with it.
• Wardrobe (live try-on): the photo, name, body area and description of each item you add, stored on our server so they follow you between devices. Delete them any time under Live try-on.
• Teams: if you run a team, its name, the email addresses you invite and when; if you’re a member, which team you’re in, your monthly limit and the credits you used from the team’s balance — which the team’s owner can see, with your name and email.
• Payments and plans: what you bought, the amount and currency, how you paid, its status, the processor’s references (payment, customer and subscription IDs) and your plan’s renewal dates.
• Saved cards and cancellations: if you save a card, its brand, last four digits and expiry (the card itself stays with Stripe), and your automatic top-up settings. If you cancel a plan, the reason and note you choose to give.
• Bank transfers and crypto: for bank transfers, the note you send us (such as the sender’s name). For crypto, the coin and network; blockchains are public, so your sending address and transaction are visible on the network; we don’t ask who owns them.
• Price tests: only if you allow them in the cookie banner — which of the test prices you were shown and whether you bought (linked to your account or a random device identifier). Without that permission you always see the standard price.
• Voice Lab: the scripts you turn into speech and the audio files made from them (your newest clips, up to the number shown in Voice Lab), and the names and descriptions of voices you design or clone. Delete clips and voices any time in Voice Lab.
• AI twin: the footage you upload to make your twin is sent straight to HeyGen and isn’t kept on our server. We keep your twin’s status, the scripts you write and the videos made from them, until you delete them. Delete your twin and it is deleted at HeyGen too.
• Video Studio and Photo Studio: the photos, videos and audio you upload and everything made from them, the prompts and settings of each job, and (for captions) the words spoken in your video. They’re kept on our server in your media until you delete them, or automatically after the number of days shown on the page unless you keep (pin) an item.
• File fingerprints: for every audio file Voice Lab makes, every AI twin video and every Studio photo or video made with AI we keep its SHA-256 fingerprint, the date and the model — no text, no audio and nothing that identifies you — so anyone can check whether a file came from Swap Soul. Fingerprints stay after the clip is deleted.
• Usage: when sessions start and stop and the credits they used — for billing and your usage history.
• Security and abuse prevention: IP address, browser type and a random device identifier, for logins, important account actions and to stop people farming free credits. Accounts that look linked may be flagged for review. IP addresses in these logs, and the one you signed up from, are removed after 90 days.
• Messages: what you send to support, takedown and copyright requests, and waitlist sign-ups (your email and which feature).
• Data requests: when you use the Your data page, your email, what you asked for, the details you add and the IP address it came from (removed after 90 days). Requests you don’t confirm from your inbox are deleted after 7 days.
• Live chat: the messages you and our team exchange in the chat bubble, the page you started it on, and the name and email you give (if any). With an account, the chat is part of your support history.
• While you’re on the site: our team can see, live, which page each open tab shows and roughly what you’re doing there (for example “making a voiceover” or “live face swap”), with your browser type — so we can help when you’re stuck. This isn’t stored: it disappears when you close the tab. We never see your camera or microphone.
• Notifications and emails: what we sent you and whether it was delivered.
• Visitor counts: only if you allow statistics in the cookie banner. When you open a page of our public website (not the app or studio), we count it without cookies or anything stored in your browser: the page, the site or campaign link that brought you (on your first page only), the type of device and browser, the screen width, and — when the site runs behind Cloudflare — your country.
• No IP addresses in those counts: instead we keep a code made by scrambling your IP address and browser with a secret that changes every day and is then thrown away. The same person counts once a day but can’t be recognised from one day to the next, and the code can’t be turned back into an address. If you create an account, we note which page and source your visit that day started from.
• Page speed: with the same permission, on some visits your browser also reports how fast the page loaded (Google’s “Core Web Vitals”, measured by a small script served from our own server). If your browser sends Global Privacy Control or Do Not Track, none of this — counts, speed or price tests — happens and we don’t ask. Counts are deleted after about 13 months, speed figures after 4.

Biometric data

Two optional features use biometric data — information about your face or voice that can identify you — and only with your written consent, given by ticking the box on that feature’s page before anything is uploaded:

• AI twin: HeyGen analyses the face and voice in the footage you upload, and in the consent recording you make on its page, to build your twin and to check they show the same person.
• Voice cloning: Inworld (or ElevenLabs, where offered) makes a copy of a voice — a voiceprint — from the recording you give it.

We use this data only to provide the feature you asked for.

We never sell it, lease it, trade it or profit from it, and we don’t give it to anyone except the provider doing the work, unless the law requires us to.

It is kept until you delete the twin or voice, or your account — and in any case it is permanently deleted, here and at the provider, once your account has gone 3 years without being used.

The face-swap reference photos you choose are sent to the video provider to draw the character while you’re live; we don’t build a face template from them.

What we don’t store

• Your camera video or the transformed video. It goes from your browser to the video provider and back while you’re live.
• Your voice or the words you say live. Audio passes through our server to the voice provider while you’re live and is not saved.
• Voice samples you record to clone a voice. They are sent to the voice provider to build the voice and are not kept on our server.
• Your full card number, card security code, or PayPal, bank or mobile-money login. Those go straight to the processor on its own page; we only receive the result and its references (and, from some processors, the card brand and last four digits).

Why we use it (legal bases)

• To provide the Service you signed up for (performance of a contract): your account, credits, saved looks, live sessions and support.
• To keep the Service safe and fair (legitimate interests): security logs, abuse prevention, fraud checks and handling reports.
• To understand how people find the site and to keep it fast (your consent, given in the cookie banner): the cookieless visitor counts and speed figures described above. Price tests also run only with your consent.
• To meet legal duties: accounting records, responding to valid legal requests, and handling takedown and copyright notices.
• With your consent: news and offers by email (you can turn this off any time under Account or with the unsubscribe link in each email), visitor statistics and price tests (change your choice any time with “Cookie settings” at the bottom of every page).Withdrawing consent doesn’t affect what happened before.

Who processes data for us

• Decart — real-time video (face swap and live try-on). Wardrobe photos and the camera video are sent to it while a try-on runs. We switch off the usage reporting (telemetry) built into Decart’s software.
• Inworld — speech recognition, AI voices and Voice Lab (text to speech, voice design, voice cloning). Voices you design or clone are stored there until you delete them, and are deleted there when you delete your account.
• ElevenLabs — gesture sounds and gesture voices.
• Anthropic, OpenAI or Google (whichever the site uses for agents) — writes agents’ replies. It receives the persona and the recent conversation with each message.
• fal.ai — runs the Video Studio and Photo Studio AI models (from Kling, Google, ByteDance, sync, Bria and others).For each job it receives the files and prompt that job needs — for example your photo and prompt, or your video and new audio — and returns the result.Files are held there only as long as needed to run the job.
• Decart — also AI video edits and Lucy photo edits in the Studio: it receives the part of the video (or the photo), the prompt and any reference photo for that job.
• HeyGen — AI twins. It receives the footage you upload and the consent recording you make on its page, and compares the face in both to confirm it’s you (biometric processing, done by HeyGen only for this check).Your twin and its copy of your voice are stored there until you delete the twin or your account; each script is sent to it to render the video.
• Stripe — card payments and card subscriptions (where offered). It receives your email and the payment details you enter on its page.
• PayPal — PayPal payments and subscriptions (where offered).
• Paystack and/or Flutterwave — card, bank and mobile-money payments in local currencies (where offered). They receive your email and the payment details you enter on their pages.
• NOWPayments and/or BTCPay Server — crypto payments (where offered).
• Our bank — bank transfers you send us (where offered).
• Our email provider — account, billing and support emails.
• Cloudflare Turnstile — only if the sign-up bot check uses it.
• YouTube or Vimeo — only if you press play on a demo video hosted there. The player loads only then, in YouTube’s privacy-enhanced mode or with Vimeo’s “do not track” setting.
• Our hosting provider — the servers the Service runs on.
• Your own browser’s speech recognition — only if you press the microphone button in an agent chat. Your browser turns your speech into text; some browsers (for example Chrome) do this on their maker’s servers under that company’s own privacy policy. We receive only the text.

We don’t use any advertising, social-media or third-party analytics tools on the site or in the app. Each provider handles data under its own terms and privacy policy, and only receives what it needs for its part.

Some are outside your country, including in the United States; where the law requires it, transfers are covered by appropriate safeguards such as standard contractual clauses.

Cookies

We use only the cookies and browser storage needed to run the Service, plus one cookie that remembers your privacy choices — no advertising or tracking cookies. Optional features (visitor statistics, price tests) run only if you allow them in the cookie banner. The Cookie Policy lists each one.

How long we keep data

• Account details, saved looks, wardrobe items and settings: while your account is open.
• Voice Lab clips: until you delete them, until newer clips replace them, or until you delete your account. Unsaved voice-design previews: one day.
• AI twin videos and scripts: until you delete them, your twin or your account. The twin itself, at HeyGen: until you delete it or your account.
• Studio media: until you delete it or your account, or after the number of days shown in the Studio unless you keep it. Job details: up to 90 days after the job.
• File fingerprints: indefinitely, because they hold no personal data and keep the provenance check working.
• Payment and credit records: as long as accounting and tax law requires (often 6–10 years), in anonymous form after your account is deleted.
• Security logs and email records: up to 90 days. The IP address you signed up from: 90 days.
• Data requests: the record that we handled your request, as long as needed to show we did; unconfirmed requests, 7 days.
• Support, takedown and copyright records: as long as needed to handle them and defend against claims.
• Live chats: with an account, until you delete your account; without one, 12 months after the last message.
• Conversations with a creator’s public agent: 30 days after the last message (or sooner, if the creator deletes the agent).
• Backups: something deleted stays in our backup copies until they are replaced — up to 14 days on our server.
• Waitlist sign-ups: until the feature opens and we’ve told you, or until you ask us to remove you. Without an account, the address is confirmed from its inbox first; unconfirmed sign-ups are deleted after 7 days.
• Biometric data (AI twin, cloned voices): until you delete it or your account, and never more than 3 years after your account was last used.

Your rights

Depending on where you live (for example under the GDPR in the EU and UK, or the CCPA in California) you can ask to access, correct, delete or receive a copy of your personal data, object to or restrict some uses, and withdraw consent at any time. With an account you can do the most common things yourself on the Account page: download all your data (as a JSON file) and delete your account. With or without an account, you can ask us on the Your data page — we email you a link to confirm it’s you, then answer within 30 days. You can also contact our contact form. You can also complain to your local data-protection authority.

We do not sell or “share” personal data for advertising, and we don’t make decisions with legal effects about you by automated means alone.

Children

The Service is for adults (18+). Everyone confirms they are 18 or older when they create an account, and visitors confirm it before chatting with a public agent. We don’t knowingly collect data from anyone younger and we never ask children for consent; if you believe a child has used the Service, tell us through the Your data page or the takedown form and we will delete their data.

Security

Passwords are hashed, API keys, payment secrets and 2-step login secrets are encrypted, connections use HTTPS, and 2-step login is available for every account.

Sensitive changes (turning on 2-step login, and for our team API keys, payout details and backups) ask for the password again.

No system is perfect; if a breach affects you, we will tell you and the authorities as the law requires.

Changes and contact

We will post changes here and email you about significant ones. Questions or requests: our contact form.