Our Commitment
At Nelo, privacy is not a feature - it's our default. This policy explains what information we collect, how we use it, and the choices you have. We use plain language because you deserve to understand exactly how your data is treated.
Information We Collect
Account information: When you sign up, we collect your phone number or email address, and an optional display name and profile photo.
Messages: Your messages are end-to-end encrypted. This means Nelo cannot read your messages. We store only the encrypted ciphertext on our servers long enough to deliver it to the recipient, after which it is deleted.
Usage data: We collect minimal analytics such as app crashes, feature usage counts, and performance metrics - never content of your conversations.
Device information: Operating system version, device model, and language settings to provide a consistent experience.
What We Do NOT Collect
- The content of your messages or calls
- Your contacts list (syncing is local-only and opt-in)
- Your location unless you explicitly share it in a chat
- Behavioral data for advertising
- Any biometric information
How We Use Your Information
We use the information we collect to: deliver messages and notifications, verify your account, improve app performance, and keep the service secure. We do not sell, rent, or trade your personal information to any third party - ever.
Data Retention
Messages are deleted from our servers immediately upon delivery confirmation. Undelivered messages are automatically deleted after 30 days. Account data is retained until you delete your account, after which it is permanently erased within 90 days.
Encryption
All messages and calls are secured using the Signal Protocol - the gold standard for end-to-end encryption. Keys are generated on your device and never transmitted to our servers. Not even Nelo can decrypt your messages.
Third-Party Services
Nelo uses a small number of trusted third-party services for infrastructure (cloud hosting and push notifications). These partners are contractually bound to process only the minimum data necessary and are prohibited from using it for any other purpose.
Your Rights
- Access: Request a copy of the data we hold about you.
- Deletion: Delete your account and all associated data at any time from within the app.
- Portability: Export your chat history in standard formats.
- Objection: Object to certain processing of your data.
To exercise any of these rights, contact us at privacy@nelo.app
Children's Privacy
Nelo is not intended for users under 13 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us immediately.
Changes to This Policy
If we make material changes to this policy, we will notify you through the app at least 30 days before the changes take effect. Continued use of Nelo after that date constitutes acceptance of the updated policy.
Contact Us
Questions about your privacy? We're here. privacy@nelo.app