Privacy

Guruu Privacy Policy

Privacy

1. Information We Collect
We collect personal information you provide directly and information automatically generated when you use Guruu.
1.1 Information you provide

  • Account details (name, email, phone, city/country).
  • Profile information (skills, experience, bio).
  • Payment details provided to Stripe (not stored by Guruu).
  • Messages, reviews, ratings, session notes.
  • Information submitted through forms (support, safety reports, influencer or affiliate applications).
  • Video and audio content shared in sessions (via automatic recording).
    1.2 Information collected automatically
  • Device information, IP address, browser type, OS details.
  • Cookies and tracking technologies.
  • Usage analytics (pages viewed, features used, session durations).
  • Connection diagnostics (network events, connection failures).
    1.3 Information from third parties
  • Payment data from Stripe (transaction status, dispute status).
  • Analytics data (usage trends).
  • Identity or account checks (where applicable).
  • Security tools that detect potential fraud or abuse.

2. How We Use Your Information

  • Provide, personalise, and improve the Platform.
  • Deliver tutoring, teaching, and consulting sessions.
  • Process bookings, payments, and refunds.
  • Resolve disputes and chargebacks.
  • Protect minors and enforce safety standards.
  • Verify identity and prevent fraud or harmful behaviour.
  • Communicate with you (transactional messages, alerts, support).
  • Send marketing communications (only where permitted).
  • Comply with legal, regulatory, and audit requirements.
    Guruu processes message content for the limited purpose of enforcing safety rules, preventing prohibited content, and ensuring the integrity of on-platform communication. This processing may include automated detection of email addresses, phone numbers, URLs, or other contact information.
    Processing is based on:
  • the performance of a contract,
  • our legitimate interest in operating a safe marketplace,
  • consent (where required),
  • and legal obligations.

3. Cookies & Tracking Technologies
We use cookies and similar technologies to:

  • operate the site,
  • analyse performance,
  • remember your preferences,
  • and, where permitted, support marketing campaigns.
    You may disable cookies in your browser settings, but some features may not function properly.
    Our site does not currently respond to “Do Not Track” signals.

4. Session Recordings
Guruu Sessions are designed to be recorded as part of the Guruu service. Recording is not an optional feature of a Guruu Session. Guruu provides the applicable recording information before a Session begins and obtains any consent or authorisation required under the applicable Guruu account and guardian rules. If a required recording prerequisite is not satisfied, the Session does not proceed. Simply browsing or using Guruu outside that process does not itself constitute consent to a Session recording.
Guruu does not routinely watch or monitor Sessions or recordings.
4.1 Who can access recordings
Recordings are accessible only to:

  • the learner or, for minors, their registered parent or guardian;
  • the Service Provider who delivered the session;
  • authorised Guruu staff when required for:
    • dispute resolution (Tier 0–Tier 2),
    • chargeback defence,
    • safety review,
    • a specifically authorised fraud investigation, or
    • compliance with legal obligations;
  • Stripe and issuing banks when necessary to handle a card dispute or chargeback;
  • law enforcement, where legally required.
    Guruu does not use recordings for marketing or public release.
    4.2 Downloading recordings
    Where download is available to you, recordings may be downloaded from your dashboard after the session. We recommend saving a copy locally, as Guruu does not keep recordings permanently.
    For Sessions involving a minor, the minor's current parent or guardian may view and download the recording; the minor may view it through Guruu; and the other adult participant may view it only through Guruu's playback and may not download it.
    4.3 Retention
    Recordings are retained in line with section 6.
    4.4 Restrictions on sharing
    Recordings may not be shared publicly, reposted, or distributed outside Guruu without the written consent of all participants, except where a parent or guardian reviews a child’s session.
    Unauthorised sharing may result in suspension or legal action.

5. Safety Reports & Concerns
Users may report behaviour that violates our Terms or Community Standards.
Minors may submit a “Something felt wrong” concern, which is sent privately to their guardian.
Guruu uses automated tools and limited human review (where necessary) to assess safety alerts.
To protect user privacy, outcomes of internal investigations may not be shared.

6. Data Retention
Guruu retains recordings and other personal information only for as long as there is an authorised purpose for keeping them, including where information is required for a dispute, payment or chargeback matter, Safety matter, audit requirement, legal obligation, legal hold, or the establishment, exercise or defence of legal claims. When the final authorised reason for retaining personal information ends, Guruu deletes or de-identifies it in accordance with the applicable retention rules. Guruu does not retain personal information indefinitely merely because it may be useful in the future.

6.1 Account Deletion
If you delete your Guruu account, we will:

  • deactivate your profile,
  • remove or anonymise personal data where possible, and
  • retain only the information Guruu still has an authorised reason to keep under section 6.
    Deleting your account does not delete information Guruu still needs for an authorised purpose, such as:
  • session recordings,
  • booking and transaction records,
  • dispute records,
  • safety reports,
  • chargeback-related evidence.
    Information kept after deletion is limited to what that purpose needs and is not used for ordinary product purposes. Deletion applies to information Guruu holds; it does not reach copies a user or guardian has already downloaded.

7. Users Under 18

  • Accounts for minors must be created and managed by a parent or legal guardian.
  • Guardians have access to the minor’s session recordings and communications.
  • Minors may report concerns but cannot initiate payment actions or disputes.
  • Guruu does not knowingly collect information directly from a minor without guardian consent.
  • For accounts involving minors, all messages, file uploads, and other shared content are visible to the registered parent or guardian as part of Guruu’s child safety and transparency measures.
  • Until the user turns 18, privacy requests for a minor's account are made by the parent or guardian.
  • Advertising, remarketing and behavioural-marketing tags are not loaded while a minor's account is logged in, and Guruu does not use a minor's account information for advertising.

8. Sharing Information with Third Parties
We share personal information only as needed to operate the Platform:
8.1 Service providers
Includes hosting providers, Twilio video services, storage providers, analytics tools, cloud vendors, and payment processors (such as Stripe).
8.2 Legal & compliance
We may share information with law enforcement or regulatory bodies where required by law.
Guruu complies with all applicable laws and lawful requests from government or regulatory authorities.
We may disclose any information we hold about you if required to do so, including:

  • personal information and account details;
  • booking and transaction records;
  • messages, logs, and metadata;
  • payment-related identifiers (such as Stripe customer IDs, payment intent IDs, charge IDs, and dispute IDs);
  • session recordings;
  • safety reports, dispute evidence, and fraud indicators.
    We may disclose this information in response to:
  • a valid court order, warrant, or subpoena;
  • a lawful request from a government or regulatory authority;
  • investigations into fraud, financial crime, child safety risks, or threats to public safety;
  • situations where Guruu reasonably believes that disclosure is necessary to protect the rights, safety, or property of Guruu, its users, or the public.
    Where legally permitted, Guruu will notify affected users before disclosing their information.
    Guruu is not responsible for decisions made by Stripe or other third-party processors in relation to their own legal obligations or responses to government requests.
    8.3 Marketing & analytics
    We may work with analytics providers to understand platform usage.
    Guruu does not sell, rent, or trade personal information for third-party marketing.

9. International Data Transfers
Your data may be stored or processed in the United States, Australia, or other countries.
We use contractual protections and secure transfer mechanisms to ensure your information is handled safely and lawfully.

10. Security
We use reasonable administrative, technical, and physical safeguards to protect your information.
However, no system is completely secure.
Please maintain strong passwords and do not share account access.

11. Automated Processing & AI Tools
11. Automated Processing & AI Tools
Guruu uses automated tools and artificial intelligence to improve your experience
and maintain platform safety.
11.1 AI Features Available to Users
AI may assist with:

  • Profile bio generation (optional, for Service Providers)
  • Customer support responses (for routine account questions)
  • Dispute summarization (for moderators only)
  • Safety signal detection and fraud prevention
  • Chargeback evidence preparation
    You can opt out of user-facing AI features at any time through your account settings.
    11.2 Third-Party AI Providers
    To provide AI features, we use third-party AI service providers (such as OpenAI
    or Anthropic). When you use AI features, your input is sent to these providers
    for processing.
    We implement privacy protections before sending data to AI providers:
  • Personal identifiers are redacted (email addresses, phone numbers, URLs)
  • For minors: names and addresses are replaced with placeholders
  • Payment details and sensitive IDs are never sent to AI providers
  • We send only the minimum information needed for the AI feature to function
    Third-party AI providers process your data in accordance with their own privacy
    policies and data processing agreements. We do not control how these providers
    handle data once received, but we contractually require them to maintain
    appropriate security standards.
    11.3 AI-Generated Content Storage and Deletion
    Content generated by AI is stored as follows:
  • Bio drafts (unpublished): Stored for 90 days, then automatically deleted
    • For minors: Guardians can request immediate deletion of unpublished drafts
      through the guardian dashboard
  • Bio content (published): Retained as part of your profile (same retention as
    Section 6)
    • Cannot be deleted separately; subject to standard account deletion policies
  • Support ticket responses: Retained as part of your support ticket history
    (same retention as Section 6)
    • Cannot be deleted separately; part of audit trail
  • Dispute summaries: Retained for 180 days, then deleted (unless part of an
    ongoing safety investigation)
    • Admin tool only; not user-facing
  • AI activity logs: Retained for 90 days for quality assurance and safety,
    then automatically deleted
    Guardians may request deletion of their minor's unpublished AI bio drafts by
    contacting help@guruu.co or using the "Delete draft bios" function in the
    guardian dashboard.
    11.4 How AI Works on Guruu
    AI provides suggestions, drafts, and summaries only. AI does not:
  • Make final decisions about refunds, payouts, or account actions
  • Handle sensitive safety reports (these are escalated to human review)
  • Provide legal, medical, or financial advice
  • Publish content without your approval
    All meaningful decisions involve human oversight. You are always responsible
    for reviewing and approving AI-generated content before it is published or used.
    11.5 Guardian Controls for Minors
    For accounts involving minors:
  • AI features may be disabled by default (depending on age)
  • Guardians can enable or disable AI features through the guardian dashboard
  • Guardians can view all AI activity (bio drafts generated, support interactions)
  • All AI-generated content for minors is subject to guardian review before
    publishing
  • Enhanced privacy protections apply (name and contact redaction)
    11.6 Opting Out
    You may opt out of AI features at any time:
  • Service Providers: Profile Settings → AI Preferences → Disable bio generation
  • Guardians: Guardian Dashboard → [Minor Name] → Privacy Settings → Disable AI features
  • Support: Request human-only support by clicking "Escalate to human" on any
    AI response
    Opting out does not affect core platform functionality. All features work
    without AI—it's simply a helpful tool.
    11.7 AI Errors and Limitations
    AI may produce errors, inaccuracies, or inappropriate suggestions. We implement
    safety scanning and human review to minimize these issues, but AI is not perfect.
    If AI features are unavailable due to technical issues, all manual alternatives
    remain available. Your use of Guruu does not depend on AI functionality.

12. Your Rights (EU, UK, and California Residents)
Depending on your location, you may have rights to:

  • access your data,
  • request correction,
  • request deletion (subject to legal retention),
  • request data portability,
  • opt out of marketing communications.
    California residents may have additional rights under the CCPA.
    If you are in Australia, you may ask to access or correct the personal information Guruu holds about you, and you may complain to the Office of the Australian Information Commissioner if you are not satisfied with our response.
    You may exercise your rights by contacting help@guruu.co. We will verify your identity and respond within a reasonable timeframe. A privacy request does not give access to another person's information or to restricted Safety material.

13. Updating Your Information
You may update your account details in your profile settings.
Contact us if any information is inaccurate and we will correct it.

14. External Links
Guruu may contain links to third-party sites.
We are not responsible for their privacy practices.
Please review their policies before sharing information.

15. Contact Us
For any privacy-related questions or requests, contact:
📧 help@guruu.co
We aim to respond promptly and in accordance with applicable laws.

Last Updated: October 6, 2026