Information we process
We process account name and email, encrypted provider connection details, profiles, favourites, playback progress, registered devices, subscription state, activation codes you redeem, security events, support communications, IP addresses and basic diagnostic logs.
Why we process it
We use this information to authenticate users, keep your profiles, favourites and playback position in step across your own devices, preserve preferences, prevent trial abuse, secure the service, provide support and meet legal obligations. Activation-code records are used to give you the access the code grants, to prevent codes being reused or obtained by fraud, and to account with the business that bought the codes from us.
What we do not store
We do not store your provider's listing. Channel, film and series names, artwork, programme guides and stream addresses are read by your own devices directly from your provider and kept on those devices. They are not copied to us.
Favourites and playback progress are held as the provider's own identifier for an item — never its title — so they can follow you between your television and your phone without us learning what you watch.
Video never passes through our servers. We run no relay, no media cache and no transcoder, so there is nothing for us to retain about what you played, only that you played something.
Provider credentials
Provider passwords and playlist URLs are encrypted at rest. We send them only to your own signed-in TVs and phones, which connect to your provider themselves. Our servers never connect to your provider, and our staff see only the provider's hostname, never your login or playlist address.
Payments
Payments are processed by Paysera, our payment provider. Your card number, expiry date and security code are entered with Paysera and never reach Novaro. We neither receive nor store them.
What we do keep is the payment reference, the amount and currency, the date, the plan purchased and the resulting subscription status — enough to give you access, issue a receipt and meet our accounting obligations. Paysera processes your payment data as an independent controller under its own privacy policy.
EU VAT law requires us to keep evidence of where each customer is located. For every purchase we record the country you declare at checkout, the IP address used at checkout and the country derived from that address, together with the invoice we issue. We keep these records for 10 years, as EU VAT law requires, and deleting your account does not remove them.
The country is derived from the IP address by a lookup in a copy of the DB-IP database held on our own servers. Your IP address is not sent to DB-IP or any other third party for this.
Activation codes
When you redeem a Novaro activation code we record the code, the time it was redeemed and the account that redeemed it, together with our internal reference for the batch of codes it belongs to. That is all: a code carries no provider, playlist or source information, and redeeming one tells us nothing about what you watch.
If you obtained your code from a business that provides you with a Novaro activation code, we do not tell that business who you are and we give it none of your account data — not your name, email address, devices, sources or usage. The most we tell it is, for each code it bought, whether that code has been used.
Cookies
We use strictly necessary cookies only: a session and a refresh cookie that keep you signed in. They are not used to profile you and they are not shared.
We set no advertising, profiling or cross-site tracking cookies, so there is no consent banner to dismiss.
Analytics
This website loads no third-party analytics, tag manager, heat-mapping or tracking script of any kind. We do not measure you here.
Inside the service we keep basic diagnostic logs — request route, status and timing — to find faults. Those logs record the route, never the request itself, so a search term or an item identifier cannot reach them.
Retention and deletion
Concretely:
- Account data — kept while the account exists, and removed on deletion.
- Billing and transaction records — kept for 7 years after the transaction, because accounting and tax law requires it. Invoices and VAT location evidence (declared country, checkout IP address and the country derived from it) are kept for 10 years, as EU VAT law requires. Deleting your account does not remove them.
- Activation-code records — the code, its batch and the time it was redeemed are kept for as long as the batch record is needed for our accounting. Deleting your account removes the link between the code and your account.
- Security and audit records — kept for 12 months.
- Diagnostic logs — kept for 30 days.
- Trial-device claims — may survive account deletion, and are kept for 12 months, so a free trial cannot be taken repeatedly on the same hardware.
You can request deletion from account settings or by writing to support@novaroplayer.com.
Sharing
We do not sell personal data. We use infrastructure, monitoring, support and payment providers as service providers under appropriate safeguards, and may disclose information when legally required.
We do not share your identity or account data with a business that supplied you an activation code. As described under Activation codes, it can learn only whether each of its codes has been used.
Your rights
Depending on your location, you may request access, correction, deletion, restriction, portability or objection. Contact support@novaroplayer.com. Identity verification may be required.
Security
We use encryption, access controls, administrator audit records and operational safeguards. No system is perfectly secure; report suspected incidents immediately.
See also our Terms of Service and Refund Policy.