Privacy Policy

We are committed to protecting your personal information and being transparent about what we do with it, irrespective of how you interact with us.

This privacy notice describes how Melp Co Ltd collects, uses and stores personal information and what it means for you. The terms of this notice may change, so please check it from time to time. For the purposes of this notice, ‘us’, ‘we’ and ‘our’ refer to Melp Co Ltd.

This privacy notice sets out how we use and protect any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this notice from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This notice is effective from the 15/07/2023.

We may collect the following information:

• name and job title (if applicable).
• contact information including email address.
• demographic information such as your address, post code and
• telephone number.
• other information relevant to you.

What we do with the information we gather

We require this information to understand your needs and provide you with a more meaningful interaction with Melp Co Ltd and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our interaction with you.
• We may periodically send you emails which we think you might find interesting using the email address which you have provided.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and then the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to individual needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
• if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law. We will not use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the EU General Data Protection Regulation (GDPR). If you would like a copy of the information held on you, please write to us at the address on the contact page. If you believe that any information, we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

How long we keep your information

We will hold your personal information on our systems for as long as is necessary for the relevant activity and in accordance with legal requirements. We really appreciate it if you let us know if your contact details change.

When your information is no longer required, we will ensure it is disposed of in a secure manner.

If you ask us to stop sending you information, we will keep a record of your contact details and appropriate information to enable us to comply with your request not to be contacted by us.

Where you contribute material to us, e.g. user generated content or in response to a particular campaign, we will only keep your content for as long as is reasonably required for the purpose(s) for which it was submitted unless otherwise stated at the point of generation.

Your rights in relation to your data

You have a right to ask us to stop processing your personal data, and you have a right to ask to access your personal data and to obtain certain information

If there are any discrepancies in the information we provide, please let us know and we will correct them. If you want to access your information, send a description of the information you want to see by post to Melp Co Ltd or via email at sophie@melp.group. We will then ask you to prove your identity before proceeding with your request. All enquiries will be completed within 30 days of the original request.

In some circumstances, such as when the data is no longer required or if the use of the data has no legal justification, you have the right to have that data erased, as well as the right to object to our handling of your data. You have the right to withdraw your consent at any time when we rely on consent as a legal ground to justify our handling of your personal data. This would not affect the lawfulness of anything done before consent is withdrawn but it would stop us from continuing to use the relevant information.

You also have the right to lodge a complaint with the Information Commissioner’s Office about how we manage your data.

Changes to our Privacy Notice

Our privacy notice may be updated at any time, so please check it from time to time. We may, for example, change the way we process your information, or there may be a change in law. If we make any significant changes to this notice, we will show this clearly on our website. 

Last updated: 11 September 2026

This policy explains how personal information is handled when you use the MELP+ app, including its wellbeing features, subscriptions and EMSU links.

It supplements the website privacy policy above. Where the website policy and this section differ about MELP+, this app-specific section applies to the app.

Melp Group Ltd is the data controller responsible for personal information processed through MELP+.

Melp Co Ltd remains the app-store publisher. Publishing the app and acting as its data controller are separate roles.

For privacy questions or requests, contact sophie@melp.group.

We process information needed to create, secure and manage your account, including:

• Your name or display name.
• Your account identifier.
• Your date of birth.
• The versions of our terms and privacy notice you accepted, and when you accepted them.
• Email information used for sign-in, verification and, where applicable, organisation eligibility.

Clerk provides authentication and account security. Its session information can include a device/browser-specific identifier, IP address, device and browser details, and approximate city or country derived from your internet connection. This is not precise GPS location.

MELP+ accounts are intended for people aged 13 or over. External services may have additional age and parental-consent requirements. Having a MELP+ account does not automatically satisfy those requirements.

We store information you choose to save in MELP+, which can include:

• Mood entries, habits and goals.
• Goal check-ins, journal entries and reflections.
• In-app messages.
• Favourites, rewards and course progress.
• Content views and other saved activity.

These entries may contain sensitive health or wellbeing information. They are linked to your account and stored on our server, not only on your phone. Some information is also cached on your device.

Private entries are not made public. Authorised personnel and service providers may access information where necessary to operate, secure or support the service.

Please avoid including other people’s personal information unless you have an appropriate reason and permission.

We use information to:

• Provide and secure your account.
• Save your entries and personalise your experience.
• Manage subscription access and restore purchases.
• Provide reminders you request.
• Understand feature use and improve reliability.
• Produce aggregate usage reports.
• Prevent abuse, investigate technical problems and respond to requests.
• Meet applicable legal obligations.

Technical records may include request timings, errors and account-related troubleshooting information.

MELP+ records account-linked usage information, such as app opens, feature use, time spent, content views, favourites and activity counts for goals, habits, moods, journals, rewards and EMSU use.

Our usage analytics does not record the contents of your journals, goals, reflections or messages, your mood values, search text, exact birthday, passwords or raw email addresses.

Reports may group activity by organisation or broad age group. Groups containing fewer than five users are suppressed to reduce identification risk.

Organisation reports do not display individual wellbeing entries. However, the underlying usage records remain linked to accounts. Aggregate reporting does not mean the original collection is anonymous.

Apple or Google processes payments for app-store subscriptions. MELP+ does not receive your full payment-card details.

RevenueCat helps us manage subscription access, restore purchases and understand subscription performance. It processes purchase information, subscription status and an identifier linked to your MELP+ account.

Deleting your MELP+ account does not automatically cancel a subscription. Manage or cancel subscriptions through the store where you purchased them.

EMSU is an AI wellbeing companion, not a human therapist, medical professional or emergency service. It is intended for general wellbeing information and supportive conversation, not diagnosis or treatment.

The EMSU link opens a service hosted by ElevenLabs. Opening that link does not automatically send your saved MELP+ journals, moods or profile. However, anything you choose to type, say or upload there is processed by ElevenLabs and the AI model providers involved in generating responses.

EMSU’s reviewed configuration has Zero Retention Mode enabled and audio recording storage disabled. We have also opted out of ElevenLabs’ optional use of newly provided data to improve its models. No additional tools, MCP connections or post-call webhook destinations were shown in the settings reviewed.

These controls do not make the service anonymous or stop the processing needed to respond. Technical, security and usage information may still be processed. They do not delete historical conversations or reverse previous training use.

Please avoid sharing identifying details, confidential documents or other people’s personal information. Deleting your MELP+ account does not automatically delete records held independently by ElevenLabs. Conversations on the external service are separate from messages saved inside MELP+.

External-service age and consent requirements apply separately from MELP+ account eligibility. ElevenLabs’ use policy requires parental or guardian consent when its services are made available to people aged 13–17. A MELP+ account alone does not establish that consent.

Read ElevenLabs’ privacy policy at:

https://elevenlabs.io/privacy-policy

If you or someone else is in immediate danger, contact your local emergency services rather than relying on EMSU.

Some content, including worksheet videos, is provided by external hosts such as Spotlightr. Other links open external websites.

Loading external content can disclose connection information, such as your IP address, to the provider. Those services may use cookies or similar technologies under their own policies.

MELP+ does not automatically attach your saved wellbeing entries to these links. Please review the relevant provider’s privacy information before using its service.

Spotlightr’s privacy policy is available at:

https://spotlightr.com/privacy

Our principal providers include:

• Clerk: authentication and account security.
• Replit: hosting for the API and database.
• RevenueCat: subscriptions and subscription reporting.
• Apple and Google: app distribution and store payments.
• ElevenLabs: the externally linked EMSU AI service.
• Spotlightr: embedded video hosting.

These providers process information needed to perform their respective roles. External AI services may also involve additional model providers.

Providers may process information outside the UK. Contact sophie@melp.group for information about applicable processing arrangements and international-transfer safeguards.

We do not sell your personal information or provide MELP+ account identifiers or wellbeing activity to advertisers or data brokers for cross-company targeted advertising or advertising measurement.

Our own usage reporting and subscription analytics are used for MELP+, not to follow you across other companies’ apps or websites for advertising.

External websites have their own practices. This statement does not mean that every external website you visit is free from advertising cookies or tracking technologies.

Reminders are scheduled locally on your device when enabled. You can control notification permissions through your device settings. Local reminders do not require MELP+ to upload a remote push-notification token.

We use authenticated access, encrypted connections, validation and restricted operational access to help protect information.

No internet service can guarantee absolute security.

We keep your profile and saved private state while your account is active.

Raw usage analytics is retained for up to 400 days and removed from active systems when your MELP+ profile is deleted. Aggregate statistics that no longer identify an account may be retained for longer.

Backups, security logs and legally required records may have separate retention periods.

You can edit your profile, export a JSON copy of your account information or delete your account through Settings.

Deleting your account does not automatically delete information independently retained by app stores, billing providers or external services, including historical EMSU conversations. It also does not automatically cancel an Apple or Google subscription.

Contact sophie@melp.group for questions about retention or deletion requests involving provider-held records.

Depending on applicable law, you may have rights to:

• Access your personal information.
• Correct inaccurate or incomplete information.
• Request erasure.
• Restrict or object to processing.
• Receive a portable copy of your information.
• Withdraw consent where processing relies on consent.
• Complain to a data-protection regulator.

Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

For requests or questions, including questions about the legal basis for a particular use of information, contact:

sophie@melp.group

You may also complain to the UK Information Commissioner’s Office:

https://ico.org.uk

Data controller: Melp Group Ltd, United Kingdom
App-store publisher: Melp Co Ltd

We may update this policy when our features, service providers or data-handling practices change.

The date at the top identifies the latest revision. Where appropriate or legally required, we will provide additional notice of significant changes or request consent before introducing processing that requires it.