1. Who we are
Hoyoo is operated by STARSEQ LIMITED (“we”, “us”, “our”). This policy applies to the
Hoyoo Android app (package com.wl.flihoyoo), our website and related
support services.
Contact our privacy team at service@hoyoo.cc. Our business address is Workshop 251 on 3rd Floor, Join-In Hang Sing Centre, Nos. 2–16 Kwai Fung Crescent, Kwai Chung, Hong Kong.
2. Information we handle
The information involved depends on the features you use and the choices you make:
- Account and profile: your account identifier, sign-in email or third-party sign-in identifier, nickname, age or date of birth, gender, profile photographs, introduction, interests and discovery preferences.
- Content and interactions: photographs or videos you upload, messages and other content you send, likes, matches, media-unlock and digital-gift activity, and the people you interact with.
- Purchases: product and subscription identifiers, purchase tokens, order references, entitlement status and transaction history. Google Play processes Play payment details; we do not need your full payment-card details to verify a Play purchase.
- Device and service information: IP address, operating system, app version, language, timezone, device or advertising identifiers where supplied, access events, diagnostic information and fraud-prevention signals.
- Location: country or city inferred from network information, location you choose to add to your profile, and device location when you enable a feature that requests it and grant the relevant permission.
- Support and safety: information you give us in requests, reports, appeals or correspondence, and information others provide when reporting an account or content.
Profile information and preferences can reveal sensitive things about you. Share only what you are comfortable disclosing. Do not include another person’s private information without permission.
3. Why we use information
We use relevant information to create and secure accounts, display profiles, provide discovery and communication features, deliver purchased benefits, maintain service reliability, answer requests, investigate abuse and comply with applicable obligations.
Interaction and preference information can help personalise profiles and features shown to you. Device, purchase and access information helps detect fraudulent activity and measure service performance. Where marketing or attribution tools are enabled, permitted identifiers and service events may be used to measure campaigns, subject to consent and device controls where required.
Where a legal basis is required, we rely on providing the service you request, legitimate operational and safety interests, legal obligations, or your consent as appropriate. You may withdraw consent where processing relies on it; this does not undo prior lawful processing.
4. Visibility and sharing
- Other people: profile details and content you make visible can be seen by other users. Messages and shared media are provided to their intended recipients. Other people may save or reshare material outside our control.
- Service providers: infrastructure and media hosting, messaging, technical support, diagnostics, attribution, security and payment partners process information needed for their services. Our shared service infrastructure uses Alibaba Cloud for hosting/storage and Tencent Cloud for messaging; Google provides Google sign-in and Play purchase services when you use those features.
- Safety and legal needs: we may disclose relevant information when reasonably necessary to investigate abuse, comply with law, respond to a valid legal process, or protect people and the service.
- Business changes: information may be transferred as part of a merger, reorganisation or sale, subject to applicable protections and notice where required.
Third-party services have their own policies, including Google’s Privacy Policy, Alibaba Cloud’s privacy information and Tencent Cloud’s privacy information.
5. Permissions and your controls
Camera, microphone, photo/media, location and notification access depend on the features you choose and the permissions the installed app requests. You can review or revoke permissions in Android settings. A feature may not work without the access it needs.
You can edit available profile fields and preferences in the app, stop sharing optional information, and use your device’s advertising and notification controls. To ask about access, correction or deletion, contact us using the details below.
6. Retention and account deletion
We retain information for the purposes described in this policy only for as long as reasonably needed, including to operate an active account, deliver purchases, address support cases, prevent abuse and meet applicable record-keeping obligations.
You can request deletion of your Hoyoo account and associated personal information through the app’s account deletion option or our web account deletion page. You do not need to reinstall the app to send a web request. We may verify account ownership before processing it.
Deletion handling includes removing or anonymising associated information that is no longer needed. Limited transaction, security, fraud-prevention, dispute or legally required records may be retained for the relevant purpose and required period. We restrict their use and remove or anonymise them when that purpose ends. Backups are subject to their normal retention cycles; information already received or independently saved by other people may remain outside our control.
Ask service@hoyoo.cc about the categories, reason and applicable period of any information retained for your request. We will explain the handling and any exceptions during the support process. A request, account closure or sign-out is not a confirmation that every stored copy has already been erased.
7. Security and international processing
We use access controls and other organisational and technical safeguards appropriate to the information we handle. No system can guarantee absolute security. Protect your sign-in credentials and tell us if you suspect unauthorised access.
Hoyoo is operated from Hong Kong and uses international infrastructure and providers, including services in the United States. Information may be processed in locations with different data-protection rules. Where applicable, we use required contractual or other safeguards for such processing.
8. Your privacy rights
Depending on applicable law, you may have rights to access or correct information, request deletion, object to or restrict certain processing, withdraw consent, or receive a portable copy. We may need information proportionate to verifying your identity and request. We will explain any applicable limitations.
Send requests to service@hoyoo.cc. If you are not satisfied with our response, you may contact the relevant data-protection authority, including the Office of the Privacy Commissioner for Personal Data, Hong Kong where applicable.
9. Adults only and child safety
Hoyoo is for people aged 18 or older. Children may not register, use the service or make purchases; parental consent does not create an exception. If you believe an account belongs to a person under 18 or involves child exploitation, use the in-app reporting option or email service@hoyoo.cc.
We investigate reports and take appropriate action, including restricting accounts and addressing information collected from ineligible users. See our Child Safety Standards.
10. This website and policy changes
This website has no advertising pixels, embedded social trackers or analytics scripts. The page for preparing a deletion email does not send form contents to our server or save them in browser storage. Your email provider handles a message when you choose to send it. Hosting services may process routine IP and request logs for delivery and security.
We may update this policy as the service changes. The latest version and update date appear here, with additional notice or consent where required. Contact us if you have a question about a change.