We collect the details needed to run your account, take payment and build your website, and we share them only with the providers that help us deliver the service. We do not sell personal data and we do not use advertising or analytics trackers. You can ask to see, correct, export or delete your data at any time by emailing support@lovoline.com.
1. Who we are
ARPIXIA LTD (company number 16973409), of Office 16497, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom, operates Lovoline and is the controller of the personal data described in this policy. We handle personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
For any privacy question or request, email us. If you would like details of our registration with the UK Information Commissioner’s Office, ask us at the same address and we will provide them.
2. The information we collect
Information you give us:
- Account details: your name, email address and password. Passwords are stored only as a one-way hash, never in readable form.
- Billing details: company name, phone number, billing address and country, where you provide them.
- What you type into the builder: your briefs, chat messages, uploaded files and the websites generated from them, including earlier versions.
- Messages you send us: contact form enquiries, quote requests for custom development and support tickets.
- Conversations with the chat assistant on our website.
Information created when you use the service:
- Orders, invoices, payment status and the payment reference returned by the payment provider. We do not receive or store full card numbers or card security codes.
- Your token balance and a record of tokens added and spent.
- Account activity, such as when you last signed in and key actions on your account.
- Technical data: your IP address with chat assistant conversations, and standard web server logs (IP address, browser type, pages requested and time) kept by our hosting provider.
- Cookies and browser storage, as set out in our Cookie Policy.
We do not ask for special category data (such as health information), and we ask you not to include it, or other people’s personal data you have no right to share, in your briefs or website content.
3. How we use it and our legal basis
| What we do | Legal basis |
|---|---|
| Create and run your account, build, store and publish your websites, apply tokens, and provide support | Performing our contract with you |
| Take payment, issue invoices and handle refunds | Performing our contract; legal obligation (accounting and tax records) |
| Send service emails such as invoices, payment confirmations, renewal notices and password resets | Performing our contract |
| Answer enquiries, quote requests and chat assistant questions | Steps taken at your request before a contract; our legitimate interest in responding to people who contact us |
| Keep the service secure, prevent fraud and abuse, and deal with disputes and chargebacks | Our legitimate interest in protecting our business and customers; legal obligation |
| Fix problems and improve the product, using account and usage records | Our legitimate interest in running and improving the service |
| Remember your cookie choice and display preferences | Legitimate interest; storage that is strictly necessary under the cookie rules |
We do not use your personal data for automated decisions that have legal or similarly significant effects on you, and we do not send marketing emails unless you have asked for them. Any marketing email would include a way to unsubscribe.
4. AI processing
To build or edit a website, the text you type and the relevant site content are sent to third-party AI model providers through an AI gateway service, and the result is returned to us. Questions put to the chat assistant on our website are handled in the same way.
Lovoline does not use your content to train its own AI models. The third-party AI providers process the content under their own terms and privacy policies, which may differ between providers. Please do not put confidential information or personal data about other people into a brief unless you are entitled to share it.
5. Who we share information with
We share personal data only with the following categories of recipient, and only as far as each needs it:
- Our hosting provider, which stores our website, database and server logs.
- Our email delivery (SMTP) provider, which sends service emails to your address.
- Payment providers: the third-party provider of our hosted card and wallet checkout (Whop), PayPal, and our bank for bank transfers, depending on how you pay. They receive the details needed to take and confirm payment and act as independent controllers for their own processing.
- AI model providers and the AI gateway service (OpenRouter) we use to reach them, which receive prompts and site content in order to generate results.
- Cloudflare, when the Turnstile security check is switched on for our forms. It receives your IP address and browser information to tell people from bots.
- Google, because our pages load font files from Google Fonts. Google’s servers receive your IP address and browser details when the fonts are requested.
- Professional advisers, courts, regulators and law enforcement, where the law requires it or where it is needed to establish or defend legal claims.
- A buyer or successor, if our business or part of it is sold or reorganised, subject to the same protections as this policy.
We do not sell personal data and we do not share it with advertisers. To ask for more detail about a particular provider, email us.
Websites you publish are public. Anything you put on a published site can be seen by anyone on the internet.
6. International transfers
We are based in the United Kingdom, but some of the providers listed above operate in other countries, including the United States. When personal data is transferred outside the UK or the European Economic Area, we rely on a legal mechanism recognised by data protection law where one is required, such as an adequacy decision or approved standard contractual clauses. You can ask us for more information about the safeguards for a particular transfer.
7. How long we keep information
- Account details, briefs and websites: for as long as your account is open. After an account is closed we delete or anonymise them within a reasonable period, apart from the records below.
- Invoices and payment records: for at least six years after the end of the financial year they relate to, as UK accounting and tax rules require.
- Enquiries, quote requests, support tickets and chat assistant conversations: for as long as needed to deal with them and for a reasonable period afterwards in case of follow-up or dispute.
- Server logs and backups: for a limited period set by routine rotation, after which they are overwritten.
We may keep information for longer where we need it to deal with a legal claim or where the law requires it.
8. How we protect information
We use measures appropriate to the size of our business and the data we hold. These include encrypted connections to our website, storing passwords as hashes, protection against forged form submissions, restricting administrative access, and using a hosted checkout so that card details never reach our servers. No online service can be guaranteed completely secure. If a breach is likely to put your rights at risk, we will tell you and the regulator as the law requires.
9. Your rights
Under data protection law you have the right to:
- be told how your data is used (this policy);
- ask for a copy of the personal data we hold about you;
- have inaccurate data corrected (you can change most account details yourself in your dashboard);
- have your data deleted, where we have no lawful reason to keep it;
- restrict or object to our use of your data, including any use based on legitimate interests;
- receive the data you gave us in a portable format;
- withdraw consent at any time, where we rely on consent.
To use any of these rights, email us from your account email address. There is no charge. We will reply within one month, and may need to confirm your identity first.
You can also complain to the UK Information Commissioner’s Office (ico.org.uk). We would appreciate the chance to put things right first.
10. Cookies
We use only essential cookies and browser storage: to keep you signed in, protect forms and remember your choices. We do not use analytics or advertising cookies. Full details are in our Cookie Policy.
11. Websites built by our customers
Our customers publish their own websites using Lovoline. Each customer decides what their site contains and what it collects from its visitors, and is responsible for that data and for their own privacy notice. We host those sites on the customer’s behalf. If you have a question about how a customer’s site uses your data, please contact the site owner first. To report a site, email us.
12. Children
The service is for adults and businesses. It is not directed at anyone under 18 and we do not knowingly collect personal data from children. If you believe a child has given us personal data, tell us and we will delete it.
13. If you are in the EU or EEA
If you are in the European Union or European Economic Area, the EU General Data Protection Regulation (GDPR) gives you the same rights as those listed above, and the legal bases we rely on are the same. You can exercise your rights or raise any question about our handling of your data by emailing support@lovoline.com. You also have the right to complain to the data protection authority in the country where you live or work.
14. If you are in the United States
We do not sell personal information, and we do not share it for cross-context behavioural advertising. We do not use or disclose sensitive personal information for purposes other than providing the service. Depending on the state you live in, you may have the right to know what personal information we hold about you, to have it corrected or deleted, and not to be treated differently for using those rights. To make a request, email us; we may need to verify your identity.
15. Changes to this policy
We may update this policy when our service or the law changes. The date at the top shows the latest version. If a change significantly affects how we use your data, we will tell you by email or by a notice on the website before it takes effect.
16. How to contact us
Questions, requests and complaints about privacy can be sent using the details below.
