Privacy Policy

1. Who We Are

Pelora is operated by Kostiuk Pavlo, Individual Entrepreneur (Reg. No. 3306607678, Kyiv, Ukraine). We are the data controller for personal information collected through the Pelora marketplace platform. Contact: support@pelora.co

2. Information We Collect

Account and Profile Information

• Name and email address (provided at registration or via OAuth).
• Profile photo (if provided).
• Authentication data (via Auth0 — we do not store passwords directly).
• Optional profile details you choose to submit, including birth date, birth time, birth city, and birth country.

Session and Interaction Data

• Session history, duration, specialist interactions, and session status records.
• Messages exchanged through platform chat or other text-based session features.
• Ratings, reviews, favorites, and related profile interaction data.
• Support inquiries, billing correspondence, and customer service chat history.

Usage and Technical Data

• Credit balance and transaction records.
• Device type, browser, and IP address.
• Pages visited and features used.
• Cookie, local storage, log, and diagnostic data associated with platform access.

Payment Information

• We do not store full card numbers. Payments are processed by authorised payment service providers.
• We retain transaction records such as amount, date, status, statement descriptor information, and payment method metadata needed for accounting, fraud review, and dispute resolution.

3. How We Use Your Information

• Provide, maintain, and improve the Pelora marketplace platform and account features.
• Facilitate sessions, profile discovery, favorites, reviews, and related platform interactions.
• Process payments, manage account credits, and support subscriptions or recurring billing.
• Send transactional emails and service communications such as receipts, confirmations, alerts, and support replies.
• Review activity for fraud prevention, account security, billing integrity, and platform safety.
• Investigate complaints, disputes, harmful conduct reports, and policy violations.
• Perform analytics, troubleshooting, service monitoring, and platform improvement.
• Comply with legal obligations.
• Send optional promotional communications (you may opt out at any time).

4. Legal Bases for Processing

Where applicable under data protection law, we process personal data on one or more of the following legal bases:

• Contract — to operate your account, provide platform access, and process purchases you request.
• Legitimate interests — to secure, improve, monitor, and administer the platform and to prevent fraud or misuse.
• Legal obligation — to comply with accounting, tax, law-enforcement, consumer protection, and payment compliance requirements.
• Consent — where we rely on consent for optional marketing or certain optional profile features.

5. Cookies and Tracking

We use cookies and similar technologies to operate the platform, analyze traffic, and support secure payments. For details, see our Cookie Policy.

6. Sharing Your Information

We do not sell your personal data. We may share information with:

• Service providers — such as Auth0, hosting providers, analytics vendors, communications vendors, and payment processors — under contractual and security controls appropriate to their role.
• Independent specialists — limited information needed to facilitate a session, such as your display name, profile context, or information you choose to share during the session.
• Payment and billing partners — information needed to process transactions, reduce fraud, verify billing, and resolve disputes.
• Professional advisers and authorities — where reasonably necessary to protect rights, investigate abuse, comply with law, or respond to legal process.
• Business transfers — in connection with a merger, asset sale, financing, or business reorganisation, subject to appropriate safeguards.
• Legal authorities — When required by law or to protect our legal rights.

7. Data Retention

We retain personal data for as long as reasonably necessary for the purposes described in this Policy.

• Account and profile data is generally retained while your account remains active and for a reasonable period afterward to handle support, security, and legal matters.
• Transaction and billing records may be retained for up to 7 years or longer where required by law, tax, accounting, fraud, or dispute obligations.
• Session messages, reviews, favorites, support history, and complaint records may be retained for service continuity, quality review, safety, and enforcement purposes.

8. Your Rights

• Access — Request a copy of your personal data.
• Correction — Request correction of inaccurate data.
• Deletion — Request deletion of your account and personal data.
• Restriction — Request that we limit certain processing in appropriate circumstances.
• Portability — Request your data in a machine-readable format.
• Objection — Object to certain processing based on legitimate interests where applicable.
• Opt-out — Unsubscribe from marketing emails at any time.

To exercise any right, email support@pelora.co. We respond within a reasonable period and, where applicable law requires, within the statutory response window.

If you are located in a jurisdiction that gives you the right to complain to a supervisory authority, you may also contact the relevant authority in your place of residence or where you believe a violation occurred.

9. Data Security and Incident Response

We implement industry-standard security measures including encrypted connections (HTTPS), access controls, and regular security reviews. However, no system is 100% secure.

If we experience a personal data incident that triggers a legal notification requirement, we will provide notice in accordance with applicable law.

10. International Transfers

Your data may be processed in countries other than the country where you reside, including by service providers that support the Pelora platform. Where required, we use appropriate safeguards for those transfers.

11. Children's Privacy

Pelora is strictly for users 18 years of age and older. We do not knowingly collect personal data from minors. If we become aware that a minor has provided data, we will delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy periodically. Material changes will be communicated via email or a notice on the platform. Continued use after changes constitutes acceptance.