Privacy policy

1. Who we are

MelodyLetters ("we") operates the website melodyletters.com is part of Eddmedia Limited, a company registered in the UK. We're the data controller for personal information collected through this site and we process it in accordance with UK GDPR, the Data Protection Act 2018 and, where applicable, Regulation (EU) 2016/679 (GDPR).

Direct data queries to hello@melodyletters.com.

2. What information we collect

2.1 Information you provide

• Account data: the email address you use to create your account and log in with a one-time code.
• Order details: the name of your loved one and your relationship to them, the occasion, personal stories and memories, your preferred music style and other details you provide to personalise the song.
• Photos: if you're buying a video product, photos you upload to be included in the film.
• Contact details: a WhatsApp number, if you provide one to receive order updates.
• Correspondence: messages you send by email, chat or contact form.

We don't collect or store card data. Payments are processed by an external provider compliant with PCI-DSS standards, which directly and securely handles all payment data.

2.2 Information collected automatically

• Usage data: pages you visit, steps you take through the order form and interactions with the site. With consent to analytical cookies, this may include a recording of your browsing session, where data you enter is automatically masked.
• Technical data: your IP address, browser type and version, device type, operating system and referring pages.
• Marketing identifiers: only with consent to cookies — ad click identifiers used to measure campaign effectiveness.
• Cookies: see section 6 and the Cookies.

3. How we use your information

We use the information we collect for the following purposes:

• Fulfilling your order — creating a personalised song or film, sharing the gift page and sending order status updates.
• Account Management — logging in and managing your account.
• Customer Support — answering questions and resolving order issues.
• Transactional Messages — order confirmations, delivery notifications and reminders, including abandoned order messages. These are based on our legitimate interest in fulfilling your order; you can unsubscribe from each message with one click.
• WhatsApp Messages — only with your explicit consent; you can opt out at any time by replying STOP.
• Analytics and Service Improvement — understanding how you use the site, improving it and quickly fixing issues.
• Ad Measurement — measuring campaign effectiveness. Advertising cookies are used only with your consent. We separately share completed order information with advertising partners as cryptographic hashes, based on our legitimate interest; you can object by emailing hello@melodyletters.com.
• Legal Obligations — maintaining legally required records, including financial and tax documentation.

4. Legal Bases for Processing

Under UK GDPR and GDPR, we rely on the following legal bases:

• Contract Performance — processing necessary to fulfil your order and provide the service.
• Legitimate Interest — analytics to improve the service, order messages with opt-out options, measuring ad effectiveness based on completed orders, fraud prevention and platform security.
• Consent — WhatsApp offers and non-essential advertising and analytics cookies. You can withdraw this at any time.
• Legal Obligation — storing required financial and tax records.

5. Who We Share Information With

We do not sell your personal data. We share it only with trusted service providers helping us run the service, under strict data processing agreements. These include the following categories:

• Payment Processing: secure payment processing; we do not have access to card details.
• Email and WhatsApp Delivery: sending communications on our behalf.
• Hosting and Databases: securely storing account and order data.
• Artificial Intelligence Services: creating personalised song lyrics; they receive history, names and order details only for this purpose.
• Audio and Video Production: generating the song from the lyrics and, where applicable, a film from uploaded photos.
• Customer Support Chat: providing quick help; they receive the email, name and order linked to the conversation.
• Analytics Services: understanding how you use the site, with data pseudonymised where possible.
• Advertising Partners: with your cookie consent — data about events on the site; separately, completed order information as hashes for campaign measurement (section 3). We do not share more data than necessary for this purpose.

We may also disclose information when required by law or to protect the rights, property or safety of MelodyLetters, our users or others.

6. Cookies

We use cookies and similar technologies in the following categories:

• Strictly Necessary — essential for the site to work: logging in, accessing your order and remembering your cookie decision. These do not require consent.
• Analytics — helping us understand how you use the site and spot issues. These are activated only with your consent.
• Advertising — measuring ad effectiveness. These are activated only with your consent.

On your first visit, we ask for your consent in a banner. You can change this on the Cookiespage, which also describes each category. You can also manage cookies in your browser, though this may affect how the site works.

7. International Data Transfers

Some of our service providers operate outside the UK and European Economic Area. For international data transfers, we put in place appropriate safeguards, such as standard contractual clauses approved by the ICO or European Commission, to ensure an equivalent level of protection.

8. How Long We Keep Your Data

• Account and Order Data — for the duration of your account and up to 6 years after, in line with UK tax and accounting obligations.
• Unpurchased Trial Versions — automatically deleted around 28 days after generation.
• Photos — deleted 60 days after film delivery; the delivered film is of course yours to keep.
• Communication History — kept for up to 2 years for support and legal purposes.
• Analytics Data — kept in pseudonymised or aggregated form for up to 2 years.
• Marketing Preferences — kept while you are a customer or until you withdraw consent.

9. Your Rights

Under UK GDPR and GDPR, you have the following rights:

• Right of Access — you can request a copy of the personal data we hold.
• Right to Rectification — you can request that we correct inaccurate or incomplete data.
• Right to Erasure — you can request deletion of your data in certain circumstances, such as when it is no longer needed for its original purpose.
• Right to Restrict Processing — you can request that we limit processing in certain circumstances.
• Right to Data Portability — you can receive your data in a structured, commonly used, machine-readable format.
• Right to Object — you can object to processing based on our legitimate interest, including direct marketing.
• Right to Withdraw Consent — if consent is the basis for processing, you can withdraw it at any time, without affecting the lawfulness of processing before withdrawal.

To exercise your rights, email hello@melodyletters.comWe will respond within one month. Before fulfilling your request, we may ask you to confirm your identity.

You also have the right to lodge a complaint with your supervisory authority: in the UK with the Information Commissioner's Office ( ico.org.uk ); in Romania with ANSPDCP ( dataprotection.ro ); in other EU countries with the authority in your country of residence.

10. Data Security

We take data security seriously. We apply appropriate technical and organisational measures against unauthorised access, loss, destruction or alteration of data — including HTTPS transmission encryption, access controls and secure hosting. Payment data is handled only by the processor and does not reach our servers.

Despite reasonable precautions, no method of data transmission or storage is 100% secure. If you have concerns, please contact us immediately.

11. Minors

The service is not intended for children under 16 and we do not knowingly collect their data. If you suspect a child under 16 has provided us with data, please contact us — we will delete it immediately.

12. Policy Changes

We may update this policy from time to time as our practices, technology or the law changes. We will notify you of material changes by email or a message on the site. The date at the top shows the last update.

13. Contact

For questions, concerns and requests regarding this policy or our data processing:

Email: hello@melodyletters.com
Website: melodyletters.com

We respond to privacy enquiries within 5 working days.