1. Who we are and what this policy covers
This policy explains how JHL International Pty Ltd (ABN 82 662 617 469), trading as Reello, handles personal information when you visit our websites or use the Reello service. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
2. Information we collect
- Account details — your name, email address and password (stored only as a secure hash), your role, and whether your email is verified.
- Billing information — your plan, credit balance, payment history and a Stripe customer reference. Card details are collected and stored by Stripe, not by us.
- Content — what you enter or upload (product details, scripts, prompts, images, video, audio, brand kits) and the media generated for you.
- Security and usage information — sign-in times, IP address and browser/device (user-agent) details, failed sign-in attempts, generation jobs and credit transactions, and records of emails we send you.
- Support — messages you send us through the Support page or by email.
- Referral program — if you visit through a referral link, the referral code, an optional campaign tag, the page you landed on, your browser user-agent and a one-way hash of your IP address and browser (used to count unique visits); which referrer an account was referred by. If you are an affiliate, your payout method and the PayPal or bank details you give us.
3. Connected Instagram accounts
If you connect an Instagram professional account to publish videos, you sign in on Instagram (we never see your Instagram password) and Instagram gives us an access token with the permissions you approve (instagram_business_basic and instagram_business_content_publish). We store the account id, username, account type, profile picture link and the access token (encrypted), and for each video you publish: the caption, the post status, the username of the account it was published to and the link to the published Reel.
We use this only to publish the videos you choose, when you click Publish, and to show you the result. We do not read your messages, followers or other content. To publish, Instagram downloads the video from a private, time-limited link.
You can disconnect an account at any time in the Publish dialog of a video: we delete the stored token and account details straight away, and Reello can no longer post to or read from that account. Your post history in Reello (date, status, caption, the account's username and the link to each Reel) is kept so you can still see what you published.
If you remove Reello in Instagram (Settings → Website permissions / Apps and websites) or send a data-deletion request, Meta notifies us and we process it automatically: we delete the token and account details and also erase everything we received from Instagram from your post history (the username, the Reel links and the Instagram media ids); only your own captions and the dates remain. Posts already published stay on Instagram until you delete them there.
4. How we use it
- To provide the Service: create and store your projects, generate and render your videos, and run your account.
- To process payments, subscriptions, credits, refunds, referral commissions and payouts.
- To secure the Service, prevent fraud and abuse (for example duplicate accounts or self-referrals) and enforce our Terms.
- To review content for safety: authorised staff may look at your projects and the videos you export (for example after an automated content check, a report, or as a spot check) to enforce our Terms and Acceptable use rules. Access is limited to staff who need it, and each time staff watch or block a video it is recorded in an audit log.
- To send service emails such as email verification, password resets, receipts and replies to support requests.
- To understand and improve how the Service is used and fix problems.
- To comply with the law.
5. AI processing of your content
To generate scripts, voice-overs, images, video clips and subtitles, the relevant parts of your content (for example the text of a scene or an image you uploaded) are sent to AI model providers, which process it and return the result. Depending on the feature and configuration these include OpenAI, Replicate, Google (Veo video models) and MiniMax, and models we run on our own infrastructure.
We use these providers under their business / API terms. We do not sell your content, and we do not use your content to train our own models.
6. Who we share it with
We share personal information only as needed to run the Service, with service providers that process it on our behalf:
- Stripe — payments and billing.
- AI model providers — as described above.
- Cloudflare — file storage (R2) and delivery of media.
- Meta (Instagram) — only when you publish a video to a connected Instagram account: the video, its cover and the caption.
- Our hosting and email-delivery providers.
If you signed up through a referral link, the referrer can see that a customer joined and paid, with your email address partly masked, and the commission earned. We may also disclose information where required by law, to protect rights and safety, or as part of a sale or restructure of our business.
7. Overseas disclosure
Some of our service providers store or process information outside Australia, including in the United States and other countries where they operate. We take reasonable steps to make sure they handle it in a way that is consistent with the APPs.
9. Security and retention
We use reasonable safeguards such as encrypted connections, hashed passwords, access controls and limited staff access. No system is completely secure; if a data breach is likely to cause serious harm, we will notify you and the regulator as the Notifiable Data Breaches scheme requires.
We keep your information while your account is open. You can delete your account at any time in Account settings: you are signed out straight away, you have 30 days to change your mind by signing in again, and after that we delete your projects, videos, photos, products, models, brands and personal details. When you delete projects we delete the related information within a reasonable period. We keep records we must keep for tax, accounting, fraud-prevention or legal reasons (for example payment records, without your name or e-mail address, and a one-way hash of your e-mail address so the same address cannot claim the welcome credits again). Backups are overwritten on a rolling basis.
10. Access, correction and deletion
You can see and update most of your information in your account. You can also ask us for access to the personal information we hold about you, ask us to correct it, or ask us to delete your account, by emailing support@reello.ai. We will respond within a reasonable time, usually 30 days, and may need to verify your identity first. If you are in another country, you may have additional rights under local law, and we will handle requests in line with them.
11. Children
Reello is not directed at children and accounts are for people aged 18 or over. If you believe a child has given us personal information, contact us and we will delete it.
12. Questions and complaints
Contact us at support@reello.ai with any privacy question or complaint. We will investigate and reply in writing. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
13. Changes to this policy
We may update this policy from time to time. The current version is always on this page with its date; we will tell you about significant changes by email or in the app. See also our Terms of Service.
Contact us
Reello is a business name of JHL International Pty Ltd, ABN 82 662 617 469, Sydney, New South Wales, Australia.
Email: support@reello.ai · ABN lookup: 82 662 617 469