Privacy Policy

We collect and use information needed to operate TVLok, secure accounts, process payments, provide support, sync premium features, improve reliability, detect abuse, and respond to legal, tax, security, and payment-dispute requirements.

• Account data: email address, display name, password hash, verification status, profile names, subscription status, device limits, and support history.
• Device and app data: device model, operating system, app version, package/build type, device identifiers or fingerprints, verified network metadata where available, approximate location, language/time zone signals, and last-active timestamps.
• Playback and sync data: encrypted source configuration and credentials when sync is enabled, playlist metadata, favorites, watch history, settings, EPG metadata, cloud sync state, update checks, and diagnostics needed to make the app work across devices.
• Payment data: payment-provider customer, subscription, and transaction identifiers; entitlement tier, status, and period; renewal and cancellation state; and limited payment-event metadata.
• Diagnostics: crash logs, performance/session telemetry, API logs, security/audit logs, and error reports that may include device, app, route, or account context.

We do not intentionally collect or store full payment card numbers. Card payments are handled by our payment processor. TVLok does not host, sell, or copy the underlying third-party video or audio played from your sources. We process only the account, configuration, metadata, sync, billing, and diagnostic data described above.

AI help chat. When you use the help chat on tvlok.com or in the TVLok Telegram bot, the words you type are sent to Anthropic, the maker of Claude, so it can write an answer. Anthropic does not use data sent through its API to train its models by default. It deletes that data from its own systems within 30 days, and keeps it longer only when the law requires it or when content is flagged for misuse of its service. Telegram messages also pass through Telegram. Before anything is stored or sent, we try to remove links, logins, emails, card numbers and similar details from your message. That cannot catch everything, so please never type your playlist login, password, email or card number in the chat. We keep the cleaned chat for 30 days so we can improve the guide. Each saved message also carries the country your visit came from and a one-way code made from your network address that changes every day; we do not keep the address itself. If you choose to send a chat to support, we keep that copy, and the email address you type, for 90 days; from Telegram it also holds your Telegram user number. Daily totals without any chat text are kept for 12 months.

Search and watch history. Each profile keeps its recent searches (up to 20) and the channels, movies and shows it recently watched, with where it stopped. They sync through your account so every device shows the same list. Older items drop off the list on their own, and the rest is deleted with the account.

Alerts. To send you TVLok's own alerts (a family request, a problem alert, a reminder, or a request to confirm a sign-in), TVLok stores an alert address for each phone, tablet or browser that takes them: a Firebase Cloud Messaging token on Android, an Apple push token on iPhone and iPad, or a web push address in a browser. The address is stored encrypted. The alert text passes through Google or Apple to reach the device. Removing the device, or deleting the account, deletes its address.

Device ID. Each app sends TVLok an ID for the device, and the device's name, when you sign in. The Android, Android TV, iPhone and iPad apps send them again each time they start. On Android, the app turns the Android device ID into a SHA-256 hash, or uses a random install ID when there is none, and sends only that. On iPhone and iPad, the app makes a random ID the first time it needs one and keeps it in the iOS Keychain on that device only. It is not the Apple advertising ID or the vendor ID, and the app sends it with the prefix ios:. TVLok's server hashes the ID again with a secret value before storing it. The device name is the one the system reports, such as the phone model or "iPhone". The ID and the name are used to list your devices, apply your device limit, and spot abuse. They are removed with the device: a device that has not been used for 90 days is removed, and you can remove a device yourself at any time.

Device checks. The Android TV app tells TVLok whether it finds signs of tampering (a rooted system, a test or debug build, an attached debugger, or the Frida or Xposed tools), with the app version and the build it came from. The Google Play version of the Android TV app may also ask Google Play Integrity to confirm that it is the genuine copy installed from Google Play, and sends the result to TVLok. These checks help protect accounts from abuse.

Crash and problem reports. When an app crashes, freezes or cannot finish something such as an import, it can send TVLok a short report: the kind of problem, an error code, the app version and build, the device model, a few masked details and, for a crash, the app's own error trace. Playlist addresses, logins and tokens are masked on the device before anything is sent. TVLok also keeps the two-letter country of the connection with the report. The Android TV app and the Windows and Mac app also send crash reports to Sentry, set up not to send account details and to strip links and tokens.

Trakt. If you connect a Trakt account to a profile, TVLok keeps the Trakt access on its server, encrypted. Unless you turn it off, TVLok sends Trakt what that profile plays (the title, season and episode, and the time), and it can read your Trakt watchlist and watched list. Each of these has a switch in that profile's Trakt settings. Disconnecting removes the connection and asks Trakt to cancel the access.

Plex, Emby and Jellyfin. If you connect a server, TVLok stores its addresses and your sign-in for it, encrypted, so your devices can use it. When you add a server on tvlok.com, TVLok's server contacts plex.tv or your server to check the sign-in or address. TVLok does not host or copy your media. You can remove a server in Connections at any time.

Playlist logins. The addresses, usernames and passwords of the playlists you save to your account are encrypted (AES-256) before they are stored. The key is kept on TVLok's servers, so TVLok's systems can decrypt them to run the service you asked for, for example to sync them to your other devices.

Country and network address. The apps do not ask for your location. TVLok's servers work out the country of a connection from its network address, for security and to read problem reports, and keep it with some activity and problem records. Each time an app starts, TVLok keeps a short record of it: the time, the app version, the platform, the device, the country, the network address and the app or browser name the app sends. We use these records for support, to check that a device is the one on your account, and to spot abuse such as one account used from many places. The network address and the app or browser name are removed from these app start and activity records after 180 days. The rest of the record (the time, app version, platform and country) stays with the account until the account is deleted.

Counting website visits. We count visits to tvlok.com without cookies. We do not store IP addresses or the full browser string. For each visit we keep the page, the website or campaign link you came from, the kind of device, its operating system and browser name, your language, a rough screen size and a random daily code that cannot be traced to you or linked between days. We also count when the download, plan, sign-up and help chat buttons are used, and which platform or plan they were for. We use the counts to see how many people visit and what they look at. Individual visit records are deleted after 90 days and only daily totals are kept. If your browser sends Do Not Track or Global Privacy Control, we do not count the visit.

Email. We email you about your account: sign-in codes, email verification, password resets, email changes, plan confirmations, account deletion and family invitations. If someone asks to sign in to the TVLok app with an email address that has no account, we send that address a short note saying so, with no code. We sometimes also send promotional email, for example an offer to come back after a plan ended. Each promotional email says so and has an Unsubscribe link at the bottom. Unsubscribing stops promotional email to that address; sign-in codes and account notices still arrive. You can also ask [email protected].

We share information with service providers only as needed to run TVLok, including payment processing, hosting, database/storage, email delivery, DNS/CDN/security, crash reporting, analytics, customer support, fraud prevention, legal compliance, and dispute handling. Current provider categories include payment processors, Cloudflare, AWS, Sentry, hosting infrastructure, and database/application operations vendors.

Sentry receives crash reports from the Android TV app and from the Windows and Mac app only. We set it up not to send account details and to strip links and tokens from what it sends. Google (Firebase Cloud Messaging) and Apple deliver the alerts described above to phones and tablets, and Google Play Integrity is used only as described above. Trakt, Plex, Emby and Jellyfin receive or hold data only after you connect them.

We may also disclose information when required by law, to protect TVLok or users, to investigate fraud or abuse, to enforce our terms, or to respond to payment disputes, takedown requests, security reports, subpoenas, or other valid legal processes.

We keep information only as long as we have a legitimate business, security, legal, tax, product, support, or dispute reason to keep it. Some records may remain after an account is canceled or deleted when needed for fraud prevention, backups, audits, chargebacks, taxes, legal compliance, or security investigations. These are the set times we use today:

• A deleted account can be restored for 30 days by signing in. After that a weekly clean-up deletes the account and the data tied to it, such as its devices, profiles, synced settings and saved playlist logins.
• App problem reports, their error traces and the matching app mapping files: 90 days.
• Sign-in security records (network address, app or browser name, device hash): 90 days.
• Network address and app or browser name in app start and activity records: 180 days. The rest of each record stays until the account is deleted.
• A device that has not been used for 90 days is removed from the account's device list.
• Help chat: as described in the AI help chat paragraph above.
• Profiles, favorites, settings and saved playlists stay until you remove them or the account is deleted. Search and watch history keep only recent items, as described above.

We retain verification of recurring-subscription consent for at least the period required by applicable law, including at least three years or one year after termination, whichever is longer, for California-covered agreements.

We use technical and organizational safeguards designed to protect TVLok accounts and systems. No app or network can be guaranteed perfectly secure. Report suspected vulnerabilities to [email protected].

To request account help, cancellation help, data access, or deletion, contact [email protected] or visit tvlok.com/account/delete. We may need to verify your account before acting on a request.

TVLok does not host media content. If you believe TVLok services are being misused, send a clear notice with your contact information, the affected rights or issue, the account or material involved if known, and enough detail for us to investigate.

Abuse and takedown notices: [email protected]. General support: [email protected].