ExpertLive Privacy Policy

1. Scope and Overview

This Privacy Policy applies to the ExpertLive website, platform, user and expert accounts, booking workflows, one-on-one video call sessions, support interactions, and related services.

This Privacy Policy is intended to provide notice of our data practices when you use ExpertLive.

2. Information We Collect

2.1 Information you provide directly

• Name, email address, and account/authentication-related information
• Profile details you choose to provide
• Expert profile and onboarding/application details, where applicable
• Booking request details, requested topic, and scheduling information
• Support requests, incident reports, and related submissions
• Reviews, ratings, feedback, and communications with ExpertLive

2.2 Session and operational metadata

• Booking status and attendance status records
• Session join and leave timestamps
• Session duration and presence events
• Operational logs related to bookings and call participation

ExpertLive does not record, transcribe, or store call audio/video content.

2.3 Payment and transaction information

• Transaction amount, currency, and payment status
• Processor references and transaction IDs
• Refund, dispute, chargeback, and related case metadata
• Payout onboarding and payout account metadata for Experts

Full payment card details are processed by Stripe or other payment processors and are not stored in full by ExpertLive.

2.4 Technical and usage information

• IP address, browser type, and device information
• Log data and platform diagnostics
• Pages and features accessed, and related usage information

2.5 Information from third parties

We may receive information from third-party providers involved in platform operations, including authentication providers, payment and payout processors, video/session infrastructure providers, and limited fraud, risk, or compliance support providers used when needed.

3. How We Use Information

We may use personal information to:

• Provide, operate, maintain, and secure the platform
• Create accounts, authenticate users, and manage access controls
• Facilitate bookings and one-on-one video sessions
• Process payments, payouts, refunds, credits, and chargeback workflows
• Review and resolve disputes, incidents, complaints, and support requests
• Detect and prevent fraud, abuse, and policy violations
• Support trust and safety investigations and enforcement decisions
• Evaluate manual billing-review holds, settlement outcomes, payout timing, and payout reversals
• Send service-related, account, and transaction communications
• Perform internal analytics and improve reliability, performance, and user experience
• Comply with legal, regulatory, tax, accounting, and compliance obligations

4. How We Share Information

We may share personal information as follows:

• With service providers and vendors needed to operate ExpertLive
• With authentication, video, hosting/infrastructure, analytics, communications, support, and fraud/risk/compliance vendors as applicable
• With payment and payout providers, including Stripe and Stripe Connect
• Between Users and Experts, as needed to arrange, conduct, and support booked sessions, including names, profile details, booking details, and session logistics
• To comply with applicable law, legal process, or governmental requests
• To investigate fraud, abuse, disputes, and trust and safety concerns, or to enforce our Terms of Service and policies
• In connection with an actual or proposed merger, acquisition, financing, asset sale, bankruptcy, or other business transfer
• With legal, accounting, and professional advisors, and with law enforcement, courts, or regulators when legally required or reasonably necessary

ExpertLive does not sell personal data.

5. Third-Party Services

ExpertLive relies on third-party service providers to operate key platform functions. These providers may process personal information on our behalf, including providers for authentication and account access, video/session infrastructure, payment processing and payouts, email delivery, hosting/infrastructure, analytics, customer support, and fraud/security operations. Payment processing and payouts are handled through Stripe and Stripe Connect. These providers process information under their own terms and privacy policies, where applicable.

6. Cookies and Similar Technologies

We use cookies and similar technologies to operate, secure, and improve ExpertLive. These technologies may be used to keep users signed in, maintain sessions, protect against fraud and abuse, remember certain settings, understand how visitors use the site, measure site performance, and support analytics or attribution for our services. Depending on the services enabled on the platform, these technologies may collect information such as browser and device details, IP address, pages viewed, interactions with the site, and referring pages or sources. Some cookies and similar technologies may be set by third-party service providers that help us provide authentication, security, payments, analytics, and related platform services. You may be able to control cookies through your browser settings, but disabling certain cookies may limit site functionality.

7. Data Retention

We retain personal information for as long as needed for the purposes described in this Policy, including platform operations, support, and legal or business requirements. Retention periods vary based on the type of information and context.

Longer retention may apply for records related to accounts, bookings, transaction and payout records, disputes, chargebacks, fraud prevention, trust and safety reviews, support history, and legal, tax, accounting, and compliance obligations.

8. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. User Rights and Choices

Depending on your location, you may have privacy rights under applicable law, which may include rights to request access, correction, deletion, portability, and to object to or limit certain processing.

Where available, you may update certain account or profile information directly through your account settings. You may also contact ExpertLive with privacy requests through the website.

We may need to verify your identity before processing certain requests and may retain information as required by law or for legitimate business purposes.

10. Communications Preferences

If we send promotional emails, you may opt out using unsubscribe options in those messages. We may still send transactional, service, account, security, and legal notices.

11. Children’s Privacy

ExpertLive is not intended for individuals under 18 years of age, and we do not knowingly provide the platform to users under 18.

12. International Data Transfers

ExpertLive is based in the United States. Personal information may be processed and stored in the United States and other jurisdictions where our service providers operate. Data protection laws in those jurisdictions may differ from the laws in your location.

13. State and Regional Privacy Rights

Residents of certain states or regions may have additional privacy rights under applicable law. Depending on the law that applies, these rights may include access, correction, deletion, portability, and appeal of a denied request. We will process eligible requests and respond as required by applicable law.

14. Changes to This Policy

We may update this Privacy Policy from time to time. Any updates will be posted on this page, and the "Last updated" date indicates when this Policy became effective. If we make material changes, we may provide additional notice by email or through the platform where appropriate.

15. Contact

For privacy-related questions or requests, please contact ExpertLive via support@expertlive.app