The short version: we hold your MAC address, the Telegram, WhatsApp or email conversation we had with you, and anonymous website statistics. We never see your card number, we do not track what you watch, and we do not sell anything about you.
1. Information we collect
Information you give us
Your MAC address: the identifier the app shows on its activation screen. This is what your subscription is attached to.
Your Telegram username or WhatsApp number (or your email address) and whatever name it shows, depending on how you contact us. If you message us on the website chat instead, we hold the messages you send there (see Live chat below).
What you tell us in those conversations: which plan you want, which device you use, and what is not working.
Collected automatically
On this website: your IP address, browser and device type, which pages you opened and how long you stayed, through Google Analytics (see the Cookie Policy).
Our own visit statistics: we also keep a simple record of each visit on our own server, so we can tell which adverts and pages actually bring people to us. It holds the country, region and city your connection points to (worked out from the DB-IP database, never your exact address), whether you are on a phone, tablet, TV or computer, which browser and operating system, where you arrived from (a search engine, a link, or the campaign tags in the address), which of our pages you opened in order, which buttons you pressed, and the words you type into the channel list search box (that box only, so we can see which channels people look for and which ones we are missing). Your IP address is not saved: it is turned into a short code with a secret that we replace every day and never write down, so two visits on the same day can be counted as one person while the same visit cannot be recognised tomorrow or traced back to you. Nothing is stored in your browser for this and it works whether or not you accept cookies. We keep these records for 120 days.
Live chat: the chat button on this website is our own and runs on our server. While a page is open, it tells us which page you are on, your device and browser type, your language, your time zone and your approximate location (city and country, worked out from your IP address with the DB-IP database, never your exact address), so we can help you in context. This is only kept while you are on the site, unless you start a conversation: then it is saved with your messages, without the map position. We never store your IP address with a chat.
From the app: when it cannot reach the server, it can send a short diagnostic report containing your MAC address, the app version, a one-line error and the IP the report came from. These reports are automatically deleted after 48 hours and exist only so we can see why a connection failed.
2. What we do not collect
No card details. Payment is arranged directly with you through a payment provider; card numbers never reach this website, the app, or us.
No viewing history. The app does not report which channels or programmes you watch back to us.
No account on this site. There is nothing for you to register, so there is no password of yours for us to lose.
3. How we use your information
to activate, renew and manage your subscription or reseller account;
to send you service messages, such as activation details or a renewal reminder;
to answer you and fix problems;
to detect and prevent fraud, sharing of one line across many devices, and abuse of our systems;
to understand which pages of this website are useful and improve them.
We do not sell or rent your personal information to anyone, and we do not send marketing messages to people who have not asked for them.
4. Payment security
Payments are handled by established third-party providers or, if you prefer, in cryptocurrency. We never see or store your full card number. Whatever the provider sends us is limited to confirming that a payment was made.
5. Cookies and tracking
This website uses cookies and similar storage for analytics and to remember a few preferences. The Cookie Policy lists each one and how to switch them off.
6. How we share your data
We share the minimum necessary, and only with:
the streaming platform that runs your line, which needs your MAC address to activate it;
service providers we use to run the business: hosting, website analytics and payment providers;
law enforcement or authorities, where we are legally required to.
We never pass your details to marketing companies.
7. Your rights
Depending on where you live, you may have the right to:
ask what personal data we hold about you;
have inaccurate information corrected;
ask us to delete your data;
object to your data being used for marketing;
receive a copy of your data in a portable form.
Message us and we will deal with it. Because your subscription is identified by a MAC address rather than a name, please send us the MAC address or write from the Telegram account, WhatsApp number or email address you contacted us from, so we know the request is yours.
8. Data retention
Subscription records are kept while your subscription is active and for a reasonable period afterwards, so that renewals and disputes can be handled.
Diagnostic reports from the app are deleted automatically after 48 hours.
Chat conversations are kept so we can see the history of a problem, and are deleted automatically 60 days after the last message, or sooner on request.
Website analytics are held by Google under Google Analytics' own retention settings, and not linked by us to any individual customer.
9. Third-party links
This site links to other websites and services. We are not responsible for what they do with your data, so please read their own policies.
10. Children's privacy
Lumo TV is not intended for anyone under 18, and we do not knowingly collect information from children. If you believe a child has sent us personal information, contact us and we will delete it.
11. Security
This website is served over HTTPS, the admin systems are password-protected, and access to customer information is limited to the people who run the service. No system is perfectly secure, but we hold as little about you as we can, which is the most effective protection there is.
12. Changes to this policy
We may update this policy. The current version is always on this page, with the effective date at the top.
Contact us
To ask what we hold about you, to have it corrected, or to have it deleted: