Privacy Policy

Version: v1.2.0 Last updated: 2026-06-12 Effective date: 2026-06-12

1. Introduction

Realove is an AI companion product. You can select or create AI characters within the product to engage in text chats, group chats, voice messages, voice calls, video calls, image interactions, Moments updates, emoji interactions, virtual gifts, red envelopes, top-ups, and relationship building.

We place great importance on protecting your personal information and privacy. This policy strives to use clear and direct language to explain: what information we collect, why we need it, how it will be used and protected, and how you can manage your own information and permissions.

In this policy, "we" refers to the operating entity of Realove, AILO (Shenzhen) Intelligence Co., Ltd. If you need to contact us, you can communicate with us via customer service email support@realove.chat.

Please pay special attention:

1. The characters in Ryla are AI-generated or AI-driven virtual personas, not real natural people.
2. AI character replies may be based on character settings, your interaction records, current context, and safety rules, and do not represent real personal commitments, nor do they constitute professional advice in medical, legal, financial, or psychological therapy.
3. Voice, images, videos, location preferences, minor information, payment records, and other information may be sensitive or relatively sensitive. We will only handle it within the scope necessary to achieve functionality, ensure security, fulfill legal obligations, or obtain your authorization.
4. Disabling certain permissions will not affect your use of basic browsing and other supported features, but corresponding functions may not work properly.

2. Scope of Application

This policy applies to the Realove App, website, legal pages issued by the backend, and relevant scenarios where we process personal information to provide Realove services.

If a specific feature has separate protocols, pop-up instructions, permission instructions, third-party SDK lists, personal information collection lists, or payment agreements, the relevant content shall be subject to this policy. If the separate explanation is inconsistent with this policy, the more specific and relevant description shall prevail, but the standards for protecting your personal information will not be lowered.

3. How we collect and use your information

We adhere to the principles of legality, legitimacy, necessity, and good faith, and will not refuse to provide basic services just because you do not consent to the collection of unnecessary information. Different functions require different information; see the feature description below.

1. Account registration, login, and identity verification

When you register, log in, or verify an account, we may handle:

• Mobile phone number, email, verification code, login method, third-party authorization code, or platform login credentials;
• User ID, login token, refresh token, login status;
• Information such as region, time zone, language, market, and channel is used to distinguish between Chinese mainland versions, overseas versions, language display, login methods, and legal documents;
• Invitation codes, device summaries, IP summaries, and other information are used for invitation binding, anti-cheating, and account security.

This information is used to create accounts, identify account ownership, send verification codes, maintain login status, protect account security, and prevent malicious registration and misuse.

2. Personal profile and basic settings

When you edit your profile or use personalization features, we may handle:

• Nickname, avatar, gender, birthday, region, time zone;
• Do Not Disturb settings, notification preferences, privacy preferences, character display preferences, language and theme settings;
• Recent activity time, companionship time, number of shared memories, current selected character, and other status information.

This information is used to display your profile, sync settings, recommend suitable roles, maintain relationship progress, and determine whether to trigger alerts or protection policies. Birthdays may be used for age determination, minor protection, role visibility, and consumer protection.

3. AI lover chats, group chats, and character interactions

When you interact with AI characters, we may handle:

• Text, voice, images, emojis, replies and quotes, withdrawals or deletions of records you send and receive;
• Session ID, message ID, sender type, sending time, read status, pinned status, unread quantity;
• Character ID, character name, avatar, gender, age, occupation, city, language, voice, relationship stage, intimacy, and status text;
• Group chat members, group chat names, group chats, group chat story status;
• Character relationship records, anniversaries, breakup/reconciliation status, relationship timeline;
• AI decision logs, model call records, tool call records, error logs, and cost records.

This information is used to help AI characters understand context, maintain continuous conversations, generate responses closer to the character's settings, remember important events between you, support message synchronization, troubleshoot issues, compute overhead, and improve security policies.

You can delete sessions, delete messages, or revert messages within the scope supported by the product. Please understand that deletion or withdrawal usually affects front-end display and subsequent use, but information necessary to fulfill legal obligations, security audits, dispute resolution, account reconciliation, or backup restoration may be retained for a necessary period.

4. Character creation, character drafts, and character materials

When you create or edit custom roles, we may handle:

• Character name, age, gender, occupation, city, personality, interests, tags, relationship preferences;
• Character avatar, photo, voice audio address, voice duration, and confirmation status of voice source;
• Character drafts, character profile overlays, restoration records, and related material URLs.

This information is used to create characters, save drafts, display character cards, generate character replies, and generate voice or visual assets. Please do not upload photos, voices, portraits, private information, or other infringing content of others you do not have the right to use.

5. Voice messaging, voice calls, and video calls

When you send a voice message, initiate a voice call, or make a video call, we may handle:

• Microphone captured audio, voice message files, audio duration, sampling rate, and format;
• Call ID, Role ID, Call Mode, Call Status, Start Time, Duration, Reason for Hanging Up or Decline;
• Speech recognition results, subtitles, transcription segments, speech synthesis results, playback status;
• Necessary parameters for driving digital human expressions, lip movements, or screen display during video calls;
• Network connection status, WebSocket events, call errors, and quality logs.

This information is used to complete voice messages, live conversations, subtitle display, AI responses, speech synthesis, digital human rendering, call quality optimization, cost calculation, and security risk control. We do not treat the content of calls as promises made by real natural persons; If the call involves professional advice, emotional crises, or high-risk matters, seek real-life professional help.

6. Upload images, albums, cameras, and files

When you upload a profile picture, select an album image, take a photo, post a post, send a picture message, create an emoji, or save the generated image, we may handle the following:

• Photos, videos, file names, file types, file sizes, and files you actively select or capture;
• Image URL, upload address, upload request header, image generation results, media transmission records;
• Dynamic content, dynamic images, likes, comments, and interaction records;
• Emoji pack name, keywords, favorites, and recent usage records.

This information is used to upload, display, send, save, generate, or manage media content. We will only request relevant permissions when you actively use functions such as camera, album, image upload, or image saving.

7. Region, language, location, and preferences

Realove provides you with different login methods, character lists, content displays, push configurations, and legal documents based on your system language, region selection, login region, market, channel, time zone, and language preferences.

In current product planning, character filtering may use preferences like "region," "city," "language," or "dialect," but these usually come from your active selection, system region, or character profile, and do not equate to collecting your precise positioning. We do not default to GPS precise positioning permissions solely based on character region filtering.

If a future feature requires precise geographic location, such as nearby activity, location-based recommendations, or security verification, we will inform you of the purpose, scope, and impact through system permission pop-ups or feature descriptions before use, and use it only after obtaining your authorization.

8. Notifications, push notifications, and SMS reminders

To send you chat reminders, proactive character messages, system notifications, order statuses, verification codes, security alerts, or marketing campaigns, we may handle:

• Push token, device ID, platform type, app version, region, market, channel;
• Notification preferences, Do Not Disturb periods, SMS reminder switches;
• Push tasks, send status, open status, failure reasons, retry records;
• SMS verification codes, verification code sending records, SMS recall reminder records.

You can disable notification permissions, adjust notification preferences, or disable SMS notifications in App Settings or System Settings. After turning it off, you may not receive prompt notifications beyond character messages, verification codes, or activity notifications.

9. Payment, top-up, gifts, red envelopes, and consumption records

When you use top-ups, virtual gifts, red envelopes, calls, image generation, or other paid features, we may handle:

• Order ID, order type, amount, status, creation time, payment channel, payment channel order number;
• Payment callback status, original callback information, signature verification results;
• Balance, free quota, paid balance, consumption records, monthly consumption, monthly limit, low balance status;
• Gift ID, character ID, red packet amount, post-consumption balance.

This information is used to create orders, pull up payments, confirm receipts, issue benefits, record spending, process refunds or abnormal orders, identify consumption risks for minors, and fulfill tax and accounting requirements. We do not store your full bank card number, payment account password, or payment channel password within Realove; These are usually handled by payment institutions.

10. Customer service, feedback, complaints, and reports

When you contact customer service, submit feedback, report content, or appeal account handling results, we may handle:

• Your account information, contact details, problem description, screenshots, images, order number, device information;
• Reported content, reasons, handling results, customer service communication records;
• Reviewer handling records, appeal status, and security logs.

This information is used to verify issues, respond to you, handle complaints and reports, improve products, and safeguard account and community safety.

11. Equipment, network, logs, and security risk control

To ensure service stability, security, and traceability, we may address:

• Device model, operating system, app version, channel, network type, IP address, crash log, performance log;
• Request time, interface path, error code, WebSocket status, exception stack, operation audit log;
• Risk events, sensitive word hits, content review records, ban records, anti-cheating records.

This information is used for login protection, attack prevention, troubleshooting, interface stability, content security, identification of illegal and non-compliant behavior, dispute resolution, and compliance audits. We try to avoid recording complete sensitive content in regular logs; If records are recorded for inspection, security, or compliance, access will be restricted.

4. System permission explanation

You can manage permissions in the system settings. The permission names displayed by different systems may vary slightly.

We will not proactively enable system permissions to collect personal information before you agree to the privacy policy. Specific permissions are determined by the system pop-up and your own authorization.

5. How we entrust processing, sharing, transferring, and publicly disclosing information

1. Entrusting processing

To provide services, we may entrust third-party service providers to handle necessary information. Common types include:

• SMS or email service providers: Used to send verification codes, notifications, or recall reminders;
• Push service provider: used to send app notifications;
• Cloud storage and CDN service providers: used to store and distribute avatars, images, voice, video, emojis, and other files;
• Payment service providers: used to complete payments, refunds, reconciliation, and risk control;
• AI models, speech recognition, speech synthesis, image generation, video generation, digital humans, or real-time audio-video service providers: used to generate or process AI replies, voice, images, video, and call effects;
• Data analysis, crash analysis, and security risk control service providers: used to troubleshoot, improve stability, and identify risks.

We require contractors to process information according to our purposes, deadlines, methods, and security requirements, and must not use the information for unrelated purposes. At the official launch, we will disclose specific names, processing purposes, types of processed information, and privacy policy links through third-party SDK lists or personal information sharing lists.

2. Sharing

We will only share information with third parties to the extent necessary. For example:

• Provide payment channels with necessary payment information such as order number, amount, product type, and payment status;
• Providing push tokens, device platforms, and notification content to push service providers;
• Providing AI or voice-image service providers with the text, speech, images, or context needed to complete generation or recognition;
• Provide necessary information in accordance with laws, regulations, regulatory requirements, and requests from judicial or administrative authorities.

We do not proactively sell your personal information. Without your consent or legal permission, we will not share identifiable personal information with unrelated third parties.

3. Transfer

In the event of a merger, division, acquisition, asset transfer, bankruptcy liquidation, or similar transaction involving personal information transfer, we will require the new personal information processor to remain bound by this policy or re-inform you and obtain the necessary consent.

4. Public disclosure

We will not publicly disclose your personal information unless you have obtained your sole consent, or if required by laws, regulations, judicial or administrative authorities, or when it is necessary to handle serious violations or protect user and public safety.

6. Third-Party Services and SDKs

Realove may access or configure the following types of third-party services. Whether to enable it depends on the actual version, region, background configuration, and third-party SDK list.

If the servers, operating entities, or processing links of third-party services are located overseas, cross-border processing of personal information may be involved. We will fulfill requirements such as notifications, separate consent, personal information protection impact assessments, standard contracts, certification, or security assessments in accordance with applicable laws and regulations. Overseas characters, overseas characters, or characters speaking foreign languages themselves are just product content settings and do not necessarily mean your personal information will be transmitted overseas.

7. How we store and protect information

1. Storage location

We arrange data storage based on the user's location, service deployment, cloud resources, and legal and regulatory requirements. When providing services to Chinese mainland users, personal information involving Chinese mainland users will, in principle, be handled in accordance with Chinese mainland laws and regulations. If cross-border processing is required due to the use of overseas service providers, overseas versions, cross-regional customer service, or other functions, we will fulfill the corresponding obligations according to Section 6 of this policy.

2. Storage period

We will only retain personal information for the period necessary to achieve the purposes stated in this policy. Common rules include:

• Account information: Saved during the account duration; After cancellation is completed, deletion or anonymization is followed by the rules;
• Chat, relationship, dynamic, and media records: Provided continuous companionship, history review, relationship memory, and security audits, saved during your use of the service; If you delete or delete it, it will be handled according to the functional rules;
• Order and consumption records: Retained for transaction inquiries, refunds, reconciliation, tax, dispute resolution, and legal obligations within the necessary period;
• Security logs, audit logs, and operational audits: Retain for necessary periods for security risk control, handling of violations and regulations, and compliance audits;
• Backup data: It is gradually overwritten, deleted, or anonymized during the backup update cycle.

If laws and regulations require longer retention, or if it is necessary to handle complaints, disputes, litigation, or regulatory inspections, we may extend the retention period within the necessary scope.

3. Safety measures

We will take reasonable and feasible security measures to protect information, including:

• Transmission encryption, access control, identity authentication, permission classification;
• Important keys and credentials are securely configured and not hardcoded in the code;
• Backend operation auditing, exception access monitoring, log tracking;
• Grant minimum necessary permissions to employees, partners, and system accounts;
• Verify and control risks at high-risk stages such as content review, payment callbacks, and link uploads.

Please understand, the internet environment does not exist as absolutely safe. We will do our best to protect your information, but we cannot promise that no system will be free from risks under any circumstances. In the event of a personal information security incident, we will take remedial measures in accordance with laws and regulations and notify you through app notifications, SMS, email, announcements, or other reasonable means.

8. Your rights and choices

Within the scope permitted by laws and regulations, you may exercise the following rights regarding your personal information:

1. Query and copy: You can view account profiles, chat history, consumption records, settings, and some interaction records.
2. Corrections and additions: You can modify your nickname, avatar, gender, birthday, preferences, and other information.
3. Deletion: You can delete conversations, messages, updates, images, or request deletion of specific personal information.
4. Withdraw consent: You can disable system permissions, cancel notification authorizations, adjust privacy preferences, or stop using certain features.
5. Account cancellation: You can submit an account cancellation request through the app settings or customer service portal.
6. Explanation: You can ask us to explain the rules for handling personal information, automated recommendations, or important processing logic.
7. Complaints and reports: You can report violations, complain about personal information handling issues, or appeal the results of account handling.

To ensure account security, before processing requests such as inquiries, copying, corrections, deletions, or deletion, you may need to verify your identity. We will process your request within the legally required timeframe; If the request is complex, involves security audits, accounting disputes, or legal restrictions, and processing times may be extended, we will explain the reasons to you.

9. Account cancellation and data processing

You can apply for cancellation through the app's "Account & Security" or "Account Cancellation" or customer service portal. According to current product rules, account cancellation applications may enter a 7-day waiting period. During the waiting period, if the product supports cancellation, you can follow the instructions on the page or contact customer service to cancel.

After cancellation is completed, we will stop providing services for the account and delete or anonymize any personal information related to the account. However, the following information may continue to be retained for a necessary period:

• Information required by laws and regulations to be retained;
• Information required for orders, payments, refunds, invoices, taxes, reconciliation, and dispute resolution;
• Information required for security incidents, violation handling, bans, complaints and reports, and audits;
• Anonymized information that cannot identify specific individuals;
• Backup system information that has not yet reached the overwrite or cleanup cycle.

After cancellation, you may not be able to recover your account, chat history, role relationships, balance, consumption records, generated content, membership benefits, or other virtual assets. Before submitting cancellation, please carefully read the page prompts and account cancellation instructions.

10. Protection of minors

Realove mainly provides AI companionship services for adults. Minors should use this service with the consent and guidance of their guardians. We do not encourage minors to use age-inappropriate features such as chatting, character interaction, paid services, image generation, or voice/video calls.

For minors, we will try to take the following protective measures:

• Restrict inappropriate content, character visibility, or payment ability based on birthday, account status, regional rules, or risk identification results;
• Stricter protection of personal information of minors under the age of fourteen as sensitive personal information;
• Stricter safety restrictions are imposed on content involving sexual innuendo, inducement, exploitation, violence, bullying, self-harm, and suicide involving minors;
• If guardians discover that minors have used, provided personal information, or made payments without consent, they may contact us to verify and handle the matter.

Please note that if the 16-17 year old characters appear in the product, they are only virtual characters and do not represent real minors. Any sexual innuendo, explicitness, exploitation, or illegal content involving minor characters is not permitted.

11. Content safety and AI-generated content

To maintain a safe and healthy usage environment, we may conduct machine review, rule review, or manual review of user input, AI output, images, voice, video, posts, comments, emojis, character profiles, and reported content.

We may restrict, refuse to generate, hide, delete, or report the following:

• Illegal activities, fraud, gambling, drugs, terrorism, and extremist content;
• Pornography, sexual exploitation of minors, or inducing minors to engage in inappropriate interactions;
• Involuntary pornography, deepfake infringement, secret filming, harassment, threats, and doxxing;
• Specific methods of self-harm and suicide, inducing dangerous behaviors;
• Hatred, discrimination, violence, insults, malicious attacks;
• Content that infringes on others' portrait rights, reputation rights, privacy rights, intellectual property rights, or other rights;
• Circumventing platform security rules, attacking systems, bulk registration, scalping volume, and abusing resources.

To review AI errors, optimize security policies, and handle bad cases, we may save necessary inputs, outputs, risk tags, audit results, and processing logs. Only authorized personnel may access this information within the necessary scope.

12. Automated decision-making and personalized recommendations

Realove may use algorithms and AI models to accomplish the following:

• Generate AI replies based on your character choices, interaction history, relationship stage, region, language, and preferences;
• Recommended characters, emojis, updates, events, or feature entries;
• Determine whether active messages, call suggestions, content security interception, or balance reminders have been triggered;
• Estimate model call costs, free limits, and paid quota consumption.

We do not use automated decisions to impose unreasonable discriminatory treatment on trading terms such as transaction prices. You can manage personalized experiences by setting, deleting history, adjusting preferences, turning off notifications, or contacting customer service. Some core AI features rely on context and model processing, and once completely shut down, they may no longer provide corresponding functions.

13. Explanation of Cross-border and Overseas Roles

Realove may offer overseas characters, foreign language characters, cross-cultural characters, or overseas versions. Character nationality, language, city, study abroad experience, etc., are just virtual character settings and do not necessarily mean we will transfer your personal information abroad.

If the actual service requires the use of overseas servers, overseas AI service providers, overseas customer service, overseas app store capabilities, or cross-border cloud services to process your personal information, we will handle it in accordance with applicable laws and regulations and notify you through privacy policies, third-party lists, pop-ups, or other reasonable means. If sensitive personal information is involved or separate consent is required by law, we will obtain your separate consent when necessary.

14. Policy updates

We may update this policy due to changes in laws and regulations, product features, third-party services, operating entities, data processing methods, or security requirements.

For general updates, we may notify you via in-app announcements, settings page, legal page version number, or app store description. If there are significant changes in the purpose of processing, methods, types of personal information, shared recipients, cross-border processing, or methods of exercising user rights, we will notify you in more prominent ways; If it is legally necessary to obtain new consent, we will process the relevant information after obtaining consent.

If you disagree with the updated policy, you can stop using the relevant features or cancel your account. If you continue to use related features, it usually means you are aware of the updates, except where laws and regulations require separate consent.

15. Contact us

If you have questions about this policy, personal information processing, account cancellation, protection of minors, content reporting, payment anomalies, or security issues, you can contact us through the following methods:

• In-app customer service or feedback portal;
• Customer service email: support@realove.chat;
• Working hours: Weekdays 10:00 - 19:00 (excluding holidays).

Operating entity: AILO (Shenzhen) Intelligence Co., Ltd. If you have specific questions about personal information protection, you can contact our personal information protection officer via the above customer service email.

After receiving your request, we will first verify the necessary identity information and then handle it according to the type of issue. For personal information rights requests, we will respond within the legally prescribed time limit; For complaints and reports, payment anomalies, account security, and other issues, we will handle them as quickly as possible according to the complexity of the issue.