I. Service Overview

This Insta360 Customer Service Cloud Storage service (hereinafter referred to as "Customer Service Cloud") is dedicated to Insta360's official after-sales technical support service, designed to assist you in efficiently resolving media file repair, modification, and data export requests due to device malfunctions. For unspecified matters, refer to the Insta360 Privacy Policy. We value your privacy and are committed to fully protecting your data. If you have any questions or need to exercise your data rights, feel free to contact us at service@insta360.com or dpocontact@insta360.com.

II.Categories of Personal Information Collected

1. Content voluntarily provided for repair/modification: Media files (images and videos) and related texts, logs, annotations, audio, design files, etc., collected when you request customer service to troubleshoot device failures, or when you request customer service to repair or modify your content/materials.

2. Technically exported content: Images or videos exported from your device upon your request for technical export assistance due to device failure.

III. How We Share and Disclose Your Personal Information

1. We fully respect and protect your personal information. Except for the use of Alibaba Cloud' cloud space, we don't currently share your personal information with any company, organization, or individual, or entrust any third party to process your personal information. We only disclose your personal information when required by laws and regulations, or at your request and with your consent.

2. If future business involves sharing your personal information with a third party, we'll clearly inform you of the third party's identity, the purpose and scope of sharing, and obtain your explicit consent. We'll also take necessary technical and management measures to ensure data security during sharing and processing, preventing leaks, alterations, or loss.

IV. How we store your personal information

1. Storage Locations: Files in the Customer Service Cloud are stored in the server of Singapore. If you live in another region, your personal information will be transferred to and stored in Singapore. We will ensure that your personal information is adequately protected in accordance with the with the applicable data laws and regulations.

2. Retention Period:

(1) After resolving your request, our after-sales staff will upload and deliver the files to the Customer Service Cloud and then completely delete the previously downloaded content from the local device.

(2) Files in the Customer Service Cloud will be retained for 120 calendar days from upload and then permanently deleted after this retention period. Please remember to download or back up your files before the retention period expires.

V. How we protect your personal information

1. Technical Measures: Transport Layer Security (TLS), firewalls, encrypted storage, and access isolation (only assigned technicians may access your information).

2. Staff Management: Regular privacy protection training and strict access controls.

VI. Your Rights and Preferences

1. Right to Access: You have the right to access the personal information we collect about you.

2. Right to Rectification and Supplementation: If you find that the personal information we collect about you is incorrect or incomplete, you have the right to request that we correct or supplement it.

3. Right to Withdraw Consent: If you have authorized us to process your personal information based on consent, you have the right to withdraw that consent at any time.

4. Right to Deletion: In cases where it complies with the law, you have the right to request that we delete your personal information.

5. Right to Complaint: You have the right to complain to the relevant regulatory authorities if you believe that our method of processing your personal information infringes upon your rights and interests.

6. Right to Restrict Processing: Under certain circumstances, you may have the right to restrict the processing of your personal information.

7. Right to Data Transmission: In certain situations, you may have the right to receive the personal information you provided in a structured, commonly used, and machine-readable format, and to transmit that data to another controller.

VII. Contact Us

If you have any questions or wish to exercise your data rights, please contact us at the following:

Technical Support: service@insta360.com

Privacy Affairs: dpocontact@insta360.com or by mail to: 25th Floor, Building 1, Jinlitong Financial Center, 1100 Xingye Road, Haiwang Community, Xin'an Street, Bao'an District, Shenzhen, Guangdong, China (Postal Code 518000)

* Special notes for California residents

If you are a California resident, we are required to disclose whether your collected personal information has been shared with or sold to any third parties for Advertising/Analytics Purposes under the California Consumer Privacy Act (CCPA) and The California Privacy Rights Act of 2020 (CPRA).

Under the CCPA, sharing is defined as renting, releasing, disclosing, disseminating, making available, transferring, or otherwise communicating a consumer's personal information to a third party for cross-context behavioral advertising, whether or not for monetary or other valuable consideration. While selling is defined as any arrangement involving the exchange of value between the business and a third party or another company for consumers' personal information. This is expanded by the CPRA, which further clarifies that sharing for targeted advertising purposes is included.

Currently, we are not selling and, for the next 12 months, will not sell or share any of the personal information collected through this Customer Service Cloud.

We do not “sell” or “share” the personal information of known minors under 16 years of age.

We do not use or disclose sensitive personal information for purposes other than those specified in Section 7027(m) of the CCPA regulations.

You have the right to limit our use of your personal information, to opt out of our share/sale of your personal information for purposes of online analytics and advertising, or to request or execute your other rights under CCPA by simply emailing us at dpocontact@insta360.com with your registered email address.