Listenwell
Privacy Policy
Last updated: 11 November 2026
The short version
- What you tell Listenwell is personal, and some of it is health information. We use it only to run Listenwell for you.
- We never sell your data, show ads, or use tracking cookies.
- Your conversations aren't used to train AI models, by us or by the AI companies we use.
- Nobody at Listenwell reads your conversations unless you ask us to, or the law requires it.
- You can see, download, correct and delete your information at any time, in the app.
Contents
- Who we are
- What we collect
- How we use it, and our legal bases
- How the AI works
- Who we share it with
- International transfers
- How long we keep it
- Your rights
- Safety and risk
- Security
- Age limit
- If you're in South Africa
- Changes and contact
1. Who we are
Listenwell is provided by Redplumm International Limited, a company registered in England and Wales (company number 12641418), registered office 2 Wilkins Way, Bexhill-on-Sea, East Sussex, TN40 2RD, United Kingdom ("we", "us"). We are the controller of your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We're registered with the Information Commissioner's Office (ICO) as a data controller, registration number ZC271857.
For anything about your data, email support@listenwell.io. We aim to reply within a few working days, and always within one month.
2. What we collect
| Type | What it includes |
|---|---|
| Account details | Your name (or what you'd like to be called), email address, password (stored only as a one-way scrambled "hash"), time zone, and the date you accepted our terms and gave consent. |
| What you share in conversations | What you say or type to Listenwell, and its replies, stored as a written transcript. Voice is turned into text as you speak; we don't keep audio recordings. |
| Things Listenwell writes for you | Session notes, your journal entries, mood and energy scores you share, recurring themes, next steps, reflection questions, session pictures, and the "memory" of what it has learned about you (which you can read and edit). |
| Check-ups and questionnaires | Your answers and scores for the PHQ-9 (mood), GAD-7 (anxiety) and the personality questionnaire, if you choose to take them. |
| Bookings | Sessions you book, cancel or miss, and what you'd like to focus on. |
| Subscription details | Your plan, its renewal date and status, and a purchase reference from Google Play or the App Store. We never see your card or bank details; the store handles payment. |
| Usage | Voice minutes and typed messages used each month, so we can apply your plan's allowance. |
| Device and notifications | An identifier for the app installed on your phone, so we can send the notifications you've chosen, and which kind of phone it is (Android or iPhone). |
| Technical data | Your IP address and basic request details in short-lived security logs, and counters we use to stop password-guessing and abuse. |
| Messages to us | Anything you send to our support address. |
Some of this is special category data, mainly information about your physical or mental health, and sometimes your sex life or sexual orientation, religion or other sensitive matters if you choose to talk about them. The law gives this extra protection, and so do we.
3. How we use it, and our legal bases
| What we do | Legal basis |
|---|---|
| Create and run your account; let you talk to Listenwell; write your notes, journal and pictures; remember what you've shared; show your trends and check-up results; book sessions | Performing our contract with you (UK GDPR Art. 6(1)(b)). For health and other special category information: your explicit consent (Art. 9(2)(a)), which you give when you create your account. |
| Take payment through Google Play or the App Store and apply your plan | Contract (Art. 6(1)(b)); keeping financial records (legal obligation, Art. 6(1)(c)). |
| Send the notifications you've switched on (reminders, journal ready, weekly check-in) | Contract (Art. 6(1)(b)). You can switch each type off in the app. |
| Send service emails, such as password resets | Contract (Art. 6(1)(b)). |
| Keep Listenwell secure: rate limits, preventing fraud and misuse, fixing faults | Our legitimate interests in running a safe, working service (Art. 6(1)(f)). |
| Show crisis support if something you say suggests you may be at risk | Your explicit consent (Art. 9(2)(a)); in a genuine emergency, protecting someone's vital interests (Art. 6(1)(d) and 9(2)(c)). |
| Respond to legal requests and defend legal claims | Legal obligation (Art. 6(1)(c)); establishing or defending legal claims (Art. 9(2)(f)). |
We don't use your information for advertising or marketing, and we don't sell or rent it to anyone. If we ever want to send marketing emails, we'll ask first.
Withdrawing consent. Listenwell can't work without processing what you share, so to withdraw your consent you stop using it and delete your account (see Delete your account). Withdrawing consent doesn't affect anything we did lawfully before.
4. How the AI works
Listenwell's replies, notes, journal entries and pictures are generated by an AI model (Claude, made by Anthropic). Its speaking voice and speech recognition come from ElevenLabs. What you say is sent to these providers so they can produce a response, and then it comes back to us.
- No training on your conversations. We don't use your conversations to train AI models. Anthropic's commercial terms don't allow it to train on what we send it, and we've switched off ElevenLabs' option to use our data for model improvement.
- No decisions about you. The AI doesn't make decisions that have legal or similarly significant effects on you (such as about money, jobs or access to services). It suggests things; you decide.
- It can be wrong. AI can misunderstand, misremember or state things with too much confidence. Please use your own judgement, and correct its memory in the app if something's off.
- It's not a person. You're always talking to an AI, never a human pretending to be one.
5. Who we share it with
We use a small number of trusted providers ("processors") who handle data only on our instructions, under contracts that protect it:
| Provider | What for | Where |
|---|---|---|
| Cloudflare, Inc. | Hosting the app and website, and our database (stored in the EU) | EU database; global network |
| Anthropic, PBC | The AI model that writes replies, notes and pictures | United States |
| ElevenLabs, Inc. | Speech recognition and Listenwell's voice during voice conversations. Audio isn't recorded, and its copy of each conversation's text is deleted after 30 days. | United States / EU |
| Google (Firebase Cloud Messaging, Google Play) | Delivering notifications to your phone; Android subscriptions | Global |
| Apple (App Store, Apple Push Notification service) | iPhone subscriptions and notifications, when the iPhone app is available | Global |
| Resend | Sending service emails such as password resets (your name and email only) | United States |
Notifications never contain what you've said, only that something is ready or coming up.
We may also share information if the law requires it, to protect someone's life in an emergency, or if our business is sold or reorganised (in which case this policy would continue to protect your data). We'll never otherwise share your conversations.
6. International transfers
Some providers process data outside the UK, mainly in the United States. When that happens we make sure it's protected to UK standards, using UK adequacy regulations (including the UK Extension to the EU-US Data Privacy Framework where the provider is certified), or the Information Commissioner's International Data Transfer Agreement or Addendum to the EU Standard Contractual Clauses. Ask us for details at support@listenwell.io.
7. How long we keep it
| Information | How long |
|---|---|
| Your account, memory, check-ups and journal | Until you delete them or your account |
| Conversation transcripts, notes and pictures | Until you delete that conversation or your account |
| Copies held by our AI providers | Deleted within 30 days (Anthropic and ElevenLabs), unless they must keep something longer to investigate abuse of their services or by law |
| Database backups | Deleted data can remain in our rolling backups for up to 30 days, then it's gone |
| Security logs and rate-limit counters | Up to 30 days |
| Password reset links | Expire after 1 hour; records removed within a day |
| Subscription records | Until you delete your account. Google Play and Apple keep their own purchase records under their privacy policies, and we keep the store's payout reports (which don't identify you) for 6 years for tax purposes. |
| Support emails | Up to 2 years after we last hear from you |
8. Your rights
Under UK data protection law you have the right to:
- Access your data. You can download everything we hold in the app (You → Download my data), or ask us.
- Correct it. Edit your profile and what Listenwell remembers in the app, or ask us.
- Delete it. Delete individual conversations, or your whole account, in the app. See Delete your account.
- Data portability: your download is a machine-readable JSON file.
- Withdraw consent, object to processing based on legitimate interests, and ask us to restrict processing.
Email support@listenwell.io to use any of these rights. We'll respond within one month and won't charge you. We may need to confirm it's you, usually by replying from your account's email address.
If you're unhappy with how we've handled your data, you can complain to us: email support@listenwell.io with the subject "Data protection complaint". We'll acknowledge it within 30 days, investigate, keep you updated and tell you the outcome. See Your GDPR rights for more. You can also complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, 0303 123 1113.
9. Safety and risk
Listenwell is designed to notice if something you say suggests you might be in danger, and to respond by pointing you to crisis support straight away. It flags that conversation in your own notes so it can check in with you next time. We don't monitor conversations in real time, and we don't contact emergency services or anyone else on your behalf. If you're in danger, please contact emergency services yourself (999 in the UK, 112 in South Africa).
In very rare cases, for example if we were legally required to, or a court ordered it, we might have to disclose information. We'd tell you if the law allowed.
10. Security
All connections are encrypted (HTTPS). Passwords are stored only as salted hashes. Access to the database is restricted to the minimum needed to run the service. Session pictures are served with strict security rules. Sign-in attempts are rate-limited, and a password reset signs you out everywhere. No system is perfectly secure, but if a breach ever affected your data in a way that put you at high risk, we'd tell you promptly, and report it to the ICO as the law requires.
11. Age limit
Listenwell is only for adults aged 18 and over. We don't knowingly collect data from anyone younger. If you think a child is using Listenwell, email support@listenwell.io and we'll delete the account.
12. If you're in South Africa
If you use Listenwell in South Africa, the Protection of Personal Information Act (POPIA) also applies. You have similar rights to access, correct and delete your information and to object to processing, and you can complain to the Information Regulator (South Africa) at inforegulator.org.za. Your information is stored and processed as described above, including outside South Africa, with the same protections. See our POPIA notice for full details, including our Information Officer.
13. Changes and contact
If we change this policy in a way that matters, we'll tell you in the app or by email before it takes effect, and ask for your consent again where the law requires it. The date at the top shows the latest version.
Questions: support@listenwell.io, or write to Redplumm International Limited, 2 Wilkins Way, Bexhill-on-Sea, East Sussex, TN40 2RD, United Kingdom.