Privacy Policy
Privacy Policy
Callup.gg: Upload. Improve. Get Called Up.
Effective Date: 2026-10-17 Last Updated: 2026-10-17
1. Introduction
Callup.gg ("Callup," "we," "us," or "our") operates the Callup mobile application and related services (collectively, the "Service"). Callup is operated by 17811659 Canada Inc., a company incorporated in British Columbia, Canada.
This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use our Service. By using Callup, you agree to the collection and use of information in accordance with this policy.
We are committed to complying with the Personal Information Protection and Electronic Documents Act (PIPEDA), the British Columbia Personal Information Protection Act (BC PIPA), the General Data Protection Regulation (GDPR) for users in the European Economic Area (EEA), and the Children's Online Privacy Protection Act (COPPA) for users in the United States.
2. Information We Collect
2.1 Information You Provide Directly
| Data Type | Examples | Purpose |
|---|---|---|
| Account Information | Email address, display name, username, password (hashed) | Account creation and authentication |
| Profile Information | Avatar image, bio, date of birth, country, social handles (Twitch, YouTube, Discord) | Profile display, age checks, regional compliance. Your date of birth is never shown, but it decides whether you can appear in scout search and sets the age bracket scouts see (see §5.4) |
| Gaming Information | Game accounts (Riot ID, Steam, etc.), game-specific rank, roles/agents played | Player profile, matchmaking, rank verification (we look up your League of Legends rank with Riot Games when you link your Riot ID, and your CS2 FACEIT Elo when you link Steam, see §5.1) |
| User Content | Video clips (up to 2 minutes, or 5 minutes for Pro), clip titles, descriptions, comments | Core platform functionality (clip feed) |
| Coaching Information | Coach applications and coach listings. Session bookings, reviews and ratings were collected until 2026-09-29 and are no longer collected; the records made before then are kept and included in Export My Data | Coach directory |
| Communications | Direct messages, LFG posts, report descriptions | Messaging, community features, trust & safety |
| Payment Information | Purchase history (Pro subscriptions, Boosts, and coaching sessions paid through Callup before 2026-08-14) | Transaction processing via Apple In-App Purchase (iOS) and Paddle (web purchases and Scout subscriptions, as merchant of record). Anything you pay a coach is paid to them directly, and Callup does not process that payment. Polar and Stripe hold records of web purchases (and, for Stripe, coaching payments) made before we stopped using them |
| Support Requests | Emails to support@callup.gg | Customer support |
2.2 Information Collected Automatically
| Data Type | Examples | Purpose |
|---|---|---|
| Device Information | Device model, operating system version, app version | Compatibility, debugging |
| Usage Data | Screens viewed, features used, session duration, tap events | Analytics, product improvement |
| Analytics Identifiers | PostHog anonymous ID, session ID | Aggregated analytics (not cross-app tracking) |
| Purchase Events | Subscription status, boost purchases | Revenue analytics, entitlement management |
2.3 Information We Do NOT Collect
- We do not collect precise geolocation (GPS coordinates).
- We do not sell your personal information to third parties.
- The iOS app does not ask for or use your advertising identifier (IDFA). It shows ads from Google AdMob to free users with personalized ads turned off (see §5.1).
- We do use advertising platforms to measure our own ads. On our website, the Meta, TikTok, Google Ads and OpenAI ad pixels load only if you accept them in the cookie banner. Separately, and whether or not you accepted the cookie banner, our servers tell Meta and TikTok when a sign-up, first report, trial or subscription happens, sending a hashed (scrambled) email address and user id plus your IP address and browser details (see §5.1 and §11).
- We do not collect biometric data.
- We may share anonymized, aggregated data (e.g., game popularity trends, engagement patterns) and anonymized individual analytics data (using non-reversible identifiers) with partners for industry research. This data cannot identify individual users. You may opt out by contacting support@callup.gg.
3. How We Use Your Information
We use your personal information for the following purposes:
| Purpose | Legal Basis (GDPR) | Details |
|---|---|---|
| Provide the Service | Performance of contract | Account management, clip feed, coach directory, messaging, LFG |
| Process Payments | Performance of contract | Apple IAP transactions; Paddle web checkout and subscription billing (Paddle is the merchant of record) |
| Trust & Safety | Legitimate interest | Content moderation (automated + human review), fraud prevention, enforcing Community Guidelines |
| Age Checks | Legal obligation (refusing a date of birth under 13); legitimate interest (age-based protections for minors) | Refusing a date of birth under 13, and applying age-based protections for minors (for example, only players 16 and older can appear in scout search) |
| Scouting and Recruiting | Legitimate interest | Letting organizations with a Scout subscription, and Pro players using Recruit, find players and contact them through consent-based intros (see §5.4). You can object at any time (see §7) |
| Aim Measurement | Performance of contract (measuring your aim and showing your aim profile); legitimate interest (anonymised rank benchmarks) | Measuring your aim from your own clips and aim trainer runs, building your aim profile, and comparing it with anonymised statistics for players at your rank (see §3.6). You can object to the benchmark use at any time with "Use my gameplay in rank benchmarks" in Settings (see §7) |
| Analytics | Legitimate interest | Understanding feature usage, improving the app, fixing bugs |
| Advertising | Consent (website ad pixels); legitimate interest (server-side conversion events and non-personalized in-app ads) | Measuring which of our ads bring people to Callup, and showing ads to free users in the iOS app |
| Customer Support | Performance of contract | Responding to inquiries and resolving issues |
| Legal Compliance | Legal obligation | Responding to lawful requests, DMCA notices, mandatory reporting |
| Communications | Consent | Service announcements, optional marketing (with opt-out) |
3.5 Callup Desktop (Windows)
Callup Desktop is an optional Windows companion app that captures gameplay clips locally on your machine. It does not change what data we collect from your account; it adds a new on-device data flow that you should understand before installing.
What is captured locally on your machine:
- Screen content of the game window you are playing, never your full desktop, never other applications. The desktop app uses the Microsoft
Windows.Graphics.CaptureAPI to attach to the foreground game window only. - System audio played by the game (game sound effects, music, voice chat audio mixed into your system output, and any other audio playing on your system while you are recording, including Discord calls, browser tabs, or video conferences). You may turn off system-audio capture at any time via the "Capture system audio" toggle in the desktop app's Settings; with it off, captured clips contain video only.
- Your microphone. Callup Desktop also records your default microphone and mixes it into the clip's audio, so your voice, and anything else your microphone picks up (including other people in the room), is in your clips. It is on by default. The app shows you a notice that names the microphone before it records it for the first time, and records nothing from it until you have acknowledged that notice. You may turn it off at any time with the "Record your microphone" toggle in the desktop app's Settings; the change applies the next time you launch a game. Microphone audio is part of the clip file and is treated exactly like the rest of the clip: it stays on your machine unless you publish or upload that clip as described below.
- Captured clip files in the form of MP4 video saved by default to
%USERPROFILE%\Videos\Callup\. You may change the capture folder to any writable Windows location via the desktop app's Settings. Each capture also writes a row to a local SQLite queue so the app can list and manage your unpublished clips.
What is transmitted to Callup servers:
Only what you choose. Captured clips stay on your machine unless you explicitly choose to publish a clip from the desktop app's queue, or turn on one of these options, each of which is off until you pick it (the app asks once, and you can change each one later in its Settings):
- Upload the clips you save with your capture hotkey to your private Callup library when you close the game, and, as a separate choice, post them to your feed.
- Send stills from your deaths for AI coaching: after each session, still frames of the fights you lost are sent for a Replay Coach session report (see §5.1). The death clips themselves stay on your machine.
- Back up the fights you lost: up to eight death clips a session, and the session reel made from them, upload to your private library.
Anything uploaded follows the same processing and moderation flow as a clip uploaded from the web or iOS app, governed by Sections 3, 4, and 5 of this Policy.
Telemetry and analytics:
The desktop app launches an embedded view of the Callup web application. Analytics behavior inside that view follows the same rules as visiting callup.gg in your browser (see Sections 5.1 and 6 of this Policy). The desktop process itself does not send a separate telemetry stream.
Discord lesson DMs:
If you signed in with Discord or linked Discord as a sign-in method, the Callup bot can send you a direct message on Discord when a Replay Coach report finishes: the one thing to fix, your grade, the report summary, the first correction, your assignment, a still frame from the clip and a link back to the report. We read your Discord user id from your sign-in identity to address the message; nothing else is read from Discord, and these lesson messages only ever go to your own DMs. Discord only lets the bot message you while you share a server with it, so joining the Callup Discord may be required. You can turn these messages off at any time under Settings, Discord, and unlinking Discord as a sign-in method stops them immediately.
Reviews you request in a Discord server:
Some Discord servers add the Callup bot. If you run /review in one of those servers, the bot creates a Replay Coach review on your own Callup account, using your own Energy; the server does not pay for it and does not get access to your account. To do this we read your Discord user id (to find your linked Callup account), the server and channel ids, the clip you attach or link, the game you pick and any note you add. Your note is checked by automated text moderation.
Reviews are private by default: nothing is posted in the server, and the review comes to you on Callup (and by Discord DM if you have those on). If you choose visibility: public, then when the review is done the bot posts in that channel: a mention of your Discord name, the one thing to fix, your grade, the report summary, the first correction, your assignment, a still frame from the clip and a link to the full report. Choosing public also makes that report public, so anyone with the link can open it: it shows your Callup username, display name and avatar, the rank and character you declared, the full written report and a short clip from your upload (with its sound). Everyone who can read that channel can see the post, and the server's own moderators, not Callup, control who can read it.
Players under 16, and anyone with no date of birth on file, can only run private reviews in a server; the bot will not post their results publicly. If one of them chooses public, the review still runs, privately, and the bot tells them why. We check this again just before posting.
Once posted, the message is under the server's control. Deleting your report on Callup removes the report, the link and the clip, but Callup cannot remove copies of the message other people have made. To make a shared report private again, delete it or ask us at support@callup.gg.
Discord Rich Presence:
While you are recording a supported game, the desktop app can display your current game activity on Discord (the game's name and a link to download Callup) so your friends can discover Callup. This is on by default and can be turned off any time in the desktop app's Settings ("Discord" section). Nothing is shared when you are not recording, and it never shares your clips or any personal data.
Crash reports:
The desktop app sends crash reports to Sentry (an error-monitoring service) to help us diagnose stability issues. Crash reports include stack traces and limited process state. Before transmission, we redact file paths, authentication tokens, and any URL query parameters that may contain credentials. The desktop app does not currently provide an in-app toggle to disable crash reports; if you want to disable them entirely, do not install the desktop app, or contact support@callup.gg.
Authentication and credential storage:
Sign-in occurs via your default browser using the same magic-link or OAuth flow as the web app. The desktop app stores a refresh token in your operating system's encrypted credential store (Windows Data Protection API, accessed via Electron's safeStorage). The refresh token is never written to plaintext disk and is never logged.
Local file retention:
You control all locally captured files. They remain on your machine until you remove them. Deleting a clip from the desktop app's queue moves the file to the Windows Recycle Bin by default (recoverable until you empty the bin); you can disable this safety net in Settings to permanently delete instead. Uninstalling the desktop app removes the app binaries but does not delete captured clips; your clips stay in your chosen capture folder until you manually remove them.
3.6 Aim Measurement and Your Aim Profile
Callup measures your aim in three ways and gathers the results into an aim profile. This section says what each one collects and who can see it.
Measure my aim (Callup Desktop, Valorant). After Callup Desktop saves a Valorant clip, it reads the clip's video on your machine and measures each of your kills and deaths in it: whether and when the enemy appeared, your reaction time, how far you flicked, how far you overshot, where your crosshair sat relative to the enemy's head, and how many shots you fired before you were on target. It works from the saved video only. It does not read your mouse or keyboard input or the game's memory. The app also remembers which enemy highlight colour you play with, on your machine only. It is on by default. Turn it off with "Measure my aim (Valorant)" in the desktop app's Settings; with it off, no clip is measured.
What leaves your machine:
- Match aim stats. After each Valorant match, the desktop app sends us one summary of that match: the median of each measurement above, how many kills and deaths were measured, when the match ended, the queue you played (as the app read it, for example competitive or unrated), and a match reference made from the app's own local numbering. It is sent only if at least three kills or deaths were measured, and only for the Callup account that was signed in when the match was played. It never includes video or images. This is on by default; turn it off with "Share match aim stats with your coach" in the desktop app's Settings. A match played while it is off is never sent, even if you turn it on later. If an upload fails, the app tries again on a later launch for matches up to 84 days old.
- Aim numbers with a clip you upload. If you publish or upload a measured Valorant clip (see §3.5), the measurements for each kill and death in that clip go with it, so the coach can use them when you ask for a review of that clip.
For CS2, your in-game aim numbers come from the FACEIT match demos we already read when you link Steam (see §5.1), not from your screen.
Aim benchmark and aim trainer. When you play the aim trainer on the web or in Callup Desktop, we store each round you finish: the scenario, hits, shots, median reaction time, time on target, the game you set it up for, and when it started and finished. The eight-round benchmark also stores whether it ran on the web or in Callup Desktop and, for desktop, the app version, and we work out your tiers (clicking, tracking, switching and overall) on our servers. We check each benchmark run for results that look implausible, such as an unusually fast reaction time, perfect accuracy over many shots, or near-perfect tracking. A flagged run never counts toward your rank and only you can see it. Only an unflagged run from Callup Desktop counts as an "official" (verified) rank. Your best practice scores in the last 30 days can appear on the public aim Ladder with your username and avatar; choose "Hide me from the Ladder" on your profile to leave it.
KovaaK's import (Callup Desktop, off by default). If you turn on "Import my KovaaK's stats" in the desktop app's Settings, the app finds your KovaaK's stats folder (through Steam, or a folder you choose) and uploads every run saved in it, including runs from before you turned the import on. For each run it sends the scenario name, score, accuracy, kills, when it was played, and a fingerprint of the file so the same run is not imported twice. It reads nothing else from that folder or from KovaaK's. Imported runs are labelled self-reported, never count toward your rank and never appear on your public aim card. Turning the import off stops new uploads; runs already imported stay in your aim profile until you delete your account, or email support@callup.gg to have them removed.
Your aim profile and who sees it. Your aim profile shows your benchmark rank and tiers, your recent benchmark runs, your in-game aim numbers per game (all queues, and competitive on its own), how they compare with typical players at your declared rank, a suggested focus with drills, and a summary of your KovaaK's runs. It covers the last 84 days. It is shown in full to:
- You.
- Scouts with a seat at an organization, but only while you have "Open to teams" switched on and appear in that organization's scout search (players 16 or older with a date of birth on file; see §5.4). Scouts never see your flagged runs.
Everyone else, including people who are not signed in, sees only a small aim card, and only if you turn on "Show my aim rank on my profile" (off by default). The card shows your overall tier, your three category tiers and whether the rank is verified. It never shows your in-game numbers, flagged runs or KovaaK's runs. If your account is banned, deactivated or scheduled for deletion, nobody but you can see your aim profile or card.
The coach uses your aim profile. When you ask for a Replay Coach review of a game with crosshair aim, your aim profile for that game is sent to Anthropic's Claude model with the review so the coach can talk about your aim (see §5.1). If you are Pro, your aim trainer numbers from the last 14 days are sent too. The coach's notes about you can also draw on your aim profile.
Rank benchmarks built from many players. To tell you how your aim compares with players at your rank, we build anonymised statistics across many players, such as the typical reaction time and flick size at each Valorant or CS2 rank. We build these from the Replay Coach clips players upload, from the match aim stats Callup Desktop sends, and from public match data. For a clip, we measure the video, keep only one set of summary numbers per player (the median of each measurement) together with the rank the player declared, and keep no copy of the video for this purpose. The finished statistics describe groups of players at each rank and contain no usernames, account ids or media. We do not use them to identify you or to make any decision about your account, and they are not shared outside Callup except as part of features that show you where you stand. You can object at any time by turning off "Use my gameplay in rank benchmarks" in Settings, Privacy and safety on web, or by emailing support@callup.gg. While it is off, your clips and aim stats are left out of every set of statistics we build. Statistics already built are not rebuilt, but they contain nothing that identifies you.
Your aim records are included in Export My Data.
4. Content Moderation
To maintain a safe platform, user-generated content is subject to automated and human moderation:
- Video Clips: Still frames from clips you publish or save to your library are analyzed by Sightengine (AI-based) for nudity, violence, gore and recreational drugs. Flagged clips are queued for human review. Clips you upload only to AI Coach are screened by PhotoDNA (below), and by Sightengine only if you later post them.
- Text Content: Text you write on Callup, including comments, bios and profile text, messages and group names, AI Coach and coach chat messages, LFG posts and requests, clip titles and descriptions, coach listings, reviews and endorsements, organization listings, scout intro messages and player applications, is analyzed by the OpenAI Moderation API for hate speech, harassment, self-harm, and other policy violations.
- CSAM Detection: We use Microsoft PhotoDNA to detect and report child sexual abuse material (CSAM) as required by law. We send still frames from clips you upload (published or saved to your library) and from anything submitted to AI Coach to Microsoft, which compares them against known CSAM. Detected material is reported to NCMEC.
- User Reports: Reports submitted by users are reviewed by our moderation team.
Moderation decisions may result in content removal, account warnings, or account suspension in accordance with our Community Guidelines.
5. Data Sharing and Third-Party Services
We share your information with the following categories of service providers, solely for the purposes described:
5.1 Service Providers (Data Processors)
Most of the providers below process data only on our instructions. Some act as independent controllers under their own privacy policies: Paddle (as merchant of record), Apple, Google, Discord, Twitch, Riot Games, FACEIT and Valve when you sign in with or link their accounts, and the advertising platforms (Meta, TikTok, Google Ads, Google AdMob and OpenAI Ads).
| Provider | Data Shared | Purpose | Location |
|---|---|---|---|
| Supabase | Account data, profiles, messages, all structured data | Database hosting, authentication, real-time messaging | US (AWS) |
| Cloudflare | Video clips, thumbnails; on our public support and scout contact forms, a verification token and your IP address (Cloudflare Turnstile) | Video storage (R2) and delivery (Stream); bot protection on contact forms | Global CDN |
| Paddle | Your email address and Callup user id (sent by us); your name, billing country, postal code and payment details (entered by you in Paddle's checkout); for Scout subscriptions, the organization name you enter; purchase history | Merchant of record for web subscriptions, one-time purchases and Scout subscriptions. Paddle is the seller of record, processes your payment, and handles sales tax and VAT. | UK |
| Polar | Records of web purchases made before 2026-09-15 (name, email, billing address, purchase history) | Our former merchant of record for web purchases. We no longer send new data to Polar; it keeps its existing records under its own obligations. | US / EU |
| Stripe | Records of web purchases, coaching payments and coach payout details made before we stopped using Stripe | Our former payment processor. We no longer send new data to Stripe. | US |
| Apple | Apple ID, purchase receipts, push notification device tokens and notification content | Authentication (Sign in with Apple), In-App Purchases, push notifications on iOS | US |
| Google (Sign-In) | Account identifier, email, name | Authentication (Sign in with Google) | US |
| Twitch | Account identifier, verified email | Authentication (Sign in with Twitch) | US |
| Discord | Account identifier, verified email; if you turn them on, Replay Coach results (the one thing to fix, grade, summary, first correction, your assignment, a still frame from the clip and a link); for /review, your Discord user id, the server and channel ids, and, if public, the posted review described in §3.5 | Authentication (Sign in with Discord); lesson DMs from the Callup bot (§3.5); posting your reports to a Discord channel whose webhook link you give us; reviews you request with /review in a Discord server that has added the Callup bot, posted in that server's channel only if you choose public (§3.5); alerts to our team's private Discord channel, which can include feedback you send | US |
| Riot Games | Your Riot ID | Looking up your account and League of Legends rank when you link it | US |
| FACEIT | Your Steam ID | Looking up your FACEIT profile, CS2 Elo and match demos when you link Steam | UK |
| Valve (Steam) | Your Steam ID | Linking your Steam account and reading your public Steam profile name and avatar | US |
| PostHog | Anonymous analytics events, user ID | Product analytics | US (PostHog Cloud) |
| Sightengine | Still frames from clips you publish or save to your library | Automated content moderation (AI models: nudity-2.1, violence, gore-2.0, recreational_drug) | EU (France) |
| OpenAI | Text you write (comments, bios and profile text, messages and group names, AI Coach and coach chat messages, LFG posts and requests, clip titles and descriptions, coach listings, reviews and endorsements, organization listings, scout intro messages and player applications); for AI Coach only, the audio track of the clip you submit; Replay Coach report text, converted to a spoken voice-over; on our website, and only if you accept it, ad conversion events from the OpenAI Ads pixel | Text content moderation; automated speech-to-text of clip audio so AI Coach can take in-game comms and callouts into account; text-to-speech of your Replay Coach report text for its review player; measuring our ads | US |
| Anthropic | For AI Coach: sampled video frames, game/rank/focus metadata, the text transcript of your clip's audio, your coach chat messages, notes the coach keeps from your earlier reports, stats from game data you linked or captured with Callup Desktop, and your aim profile for the game reviewed (see §3.6). Also: your streak, current assignment and weak spots, to write training cards and reminder emails; for Scout Copilot, player search results and dossiers (see §5.4); for competitions, frames from clips you enter | AI gameplay coaching feedback (Claude model); writing coaching reminders and training cards; the Scout Copilot assistant; scoring competition entries. Anthropic does not train on your data. | US |
| Google (Gemini) | For AI Coach only: the whole video file you submit, including its audio | Reading the clip at one frame a second, with sound, to list kills, deaths, abilities and objectives for the coach. We delete the file from Google once it has been read (Google also expires it after 48 hours). | Global (Google LLC, US) |
| Google (AdMob) | Device information, IP address, coarse location, ad interactions; for rewarded ads, your Callup user id | Showing ads to free users in the iOS app, with personalized ads turned off, and confirming a rewarded ad was watched | Global (Google LLC, US) |
| Google (Ads) | On our website, and only if you accept it: page views, conversion events and Google Ads cookies | Measuring our ads | Global (Google LLC, US) |
| Meta | Hashed email address and user id, IP address, browser details, and Meta cookie values; on our website, and only if you accept it, page views and conversion events from the Meta pixel | Measuring our ads and building ad audiences | US |
| TikTok | Hashed email address and user id, IP address, browser details, and TikTok cookie or click values; on our website, and only if you accept it, events from the TikTok pixel | Measuring our ads | Global |
| KLIPY | GIF search terms you type (no user id); your IP address and browser details when a GIF loads | GIF search and display in comments | US (Kikliko, Inc.) |
| Resend | Email address, message content | Transactional and lifecycle email delivery | US |
| Slack | Contact form submissions (your email and message), and alerts to our team that can include your username or the text of feedback you send | Alerting our team | US |
| Sentry | Error reports, device and app diagnostics | Crash and error monitoring | US |
| Redis (Upstash) | Session cache, rate limiting data | Caching and performance | US |
| Railway | All data processed by our API | Backend application hosting | US |
| Vercel | Request metadata for the website; cookieless page view and performance data (Vercel Web Analytics and Speed Insights) | Website hosting and delivery; website analytics | Global edge |
| Microsoft PhotoDNA | Still frames from clips you upload (published or saved to your library) and from anything submitted to AI Coach | CSAM detection (Microsoft compares each frame against known CSAM) | US |
| PandaScore | No personal data | Esports match and tournament data we display | EU |
AI Coach (opt-in). AI Coach is an optional feature. On first use you are shown a point-of-use consent screen describing what is processed before any data leaves your device. You may decline, and if you decline or never tap the feature, none of your replays are sent to Anthropic, OpenAI or Google. If you consent, frames sampled from your submitted clip plus the game/rank/focus metadata you provide are sent to Anthropic's Claude model which returns gameplay feedback, and the whole video file, with its audio, is sent to Google's Gemini model, which lists the events in it for the coach (see the table above). The frames we sampled are kept with the report so it can show them. The resulting coaching report is stored in your account and can be deleted at any time. Deleting a report removes the report, its frames, the associated coach chat thread, and the uploaded video from our storage providers. If you are 16 or older and have a date of birth on file, scouting organizations can see each report's grade, summary, skill ratings and coach takeaway unless you turn off "Scouts see your grades" (see §5.4).
Clip audio and speech-to-text. AI Coach also sends the audio track of the clip you submit to OpenAI to be converted to text, so that the coach can take spoken comms and callouts into account rather than judging your play from pictures alone. Four things you should know before you consent:
- Other people may be audible. A gameplay clip often contains the voices of teammates or others in your party or room. They did not submit the clip. Only submit clips whose audio you are comfortable sharing, and do not submit recordings of people who would object. If microphone recording is on in Callup Desktop (see §3.5), your own voice is in your clips too.
- We do not keep the words. The transcript is held in memory only for the length of the one request that produces your report. It is not written to your report, not stored in your account, and not re-sent when you ask the coach follow-up questions. Neither we nor you can retrieve it afterwards. The extracted audio file is deleted as soon as it has been transcribed and is never placed in our video storage.
- Silent clips are never sent to OpenAI. If a clip's audio is silent or close to it, no audio is sent for speech-to-text. The whole video file, including any audio, still goes to Google's Gemini model as described above.
- The transcript reaches the coach. The transcript text is passed to Anthropic's Claude model inside that same request, so the coach can use it.
Declining AI Coach, or simply not using it, means no frames and no audio are ever sent. There is no separate audio-only setting: consenting to AI Coach is what permits both.
This section, together with the table above, is the authoritative record of which AI service providers we use and what each one receives. We may change or add AI service providers; when we do, we will update this policy and notify you of material changes as described in Section 12. Our Terms of Service (Section 4.5) governs your use of AI Coach and the reliance you may place on its output.
5.2 Legal Disclosures
We may disclose your information if required to do so by law or in response to:
- Valid legal process (court orders, subpoenas, warrants)
- Requests from law enforcement or government authorities
- DMCA takedown notices (we are a registered DMCA agent)
- Mandatory reporting obligations (e.g., CSAM detection)
- Protection of rights, safety, or property of Callup, our users, or the public
5.3 Business Transfers
If Callup is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you via in-app notice or email before your information becomes subject to a different privacy policy.
5.4 Scouting (B2B Subscription)
Callup offers an optional paid "Scouting" product for teams, organizations and recruiters looking for players. Any signed-in account can buy a Scout subscription and name the organization it scouts for; we do not verify that the buyer is an esports organization. Pro players also get "Recruit", which lets them search for teammates.
Who appears in scout search. Players aged 16 or older who have a date of birth on file and are not banned. Players under 16, and players with no date of birth on file, never appear in scout search, Recruit search or any organization's lists, pipeline or tools. A player of any age can still share a link they create themselves (see below). Recruit search shows only players who have a live LFG post or have "Open to teams" switched on; "Open to teams" starts on for players 18 and older and off for players aged 16 and 17 or with no date of birth on file.
What scouts can see. Your public profile (username, display name, avatar, country, goals, whether you are Pro or a coach, and when you joined), the clips you have published, your self-declared ranks and roles, any rank verified through an account you linked (such as FACEIT Elo), and an age bracket (16-17, 18-21 or 22+) worked out from your date of birth. Scouts never see your date of birth itself. Scouts also see a scout score built from your linked rank, likes on clips you uploaded in the last 30 days, how your rank changed in the last 30 days, and whether you uploaded a clip, made an LFG post or sent a message in the last 14 days, and a "Rising" list of players whose rank, clip likes or LFG activity recently went up. They can also see your rank history for the past year, and a timeline of your rank-ups, published clips (with their titles), LFG posts, and when messages were sent between you and their organization. Scouts never see the content of your messages. By default, scouts can also see:
- Your Replay Coach grades: for up to your 50 most recent reports, the grade, summary, skill ratings, coach takeaway and trend. Turn this off with "Scouts see your grades".
- Your progress: how many reviews you have done, your streak and how much your grade has changed over 90 days. Turn this off with "Scouts see your progress".
- Your aim profile: while you have "Open to teams" switched on (see §3.6). Turn "Open to teams" off to hide it from scouts.
Both switches are in Settings, Privacy and safety, on web and iOS. We log each time a scout views your grades (which organization, when, and the overall rating shown, so the scout can see later whether it changed). Recruit searchers see a smaller card: username, display name, avatar, ranks and roles, region, mic and availability from your LFG post, and your top published clip and clip count, but not your age bracket or grades.
What you can choose to show. Two more things are off unless you switch them on in Settings, Privacy and safety on web: your goal (climb, make a team, college or semi-pro, or get paid), and habits from your coach notebook that you pick and that your coach reads as fixed or improving. A habit you picked stops showing if your coach stops reading it that way. Scouts also see when two players they are tracking were on the same LFG roster; rosters were public on the LFG board at the time.
Scout Copilot. Managers on Scout Team and Scout Organization plans can use an AI assistant that answers questions about players. To do this it sends Anthropic's Claude model the search results and player details the scout asks about, including grades (unless you have hidden them) and coach endorsements (see §5.1).
Intros. Scouting organizations and Recruit searchers contact you through an intro, not a direct chat. You get a notification and an email naming who sent it, and a chat opens only if you accept. Intros you do not answer expire after 30 days, and each organization can send at most 100 a day. If you are 16 or 17, the sender's message stays hidden until you accept. Separately, as with any Callup account, a scout's account can send you a direct message under our normal messaging rules, and you can block any account.
What organizations keep about you. Scouts can save you to lists and a pipeline and keep private notes, tags, tasks and a stage about you. These records are kept until the organization deletes them or you delete your account. Scouts can also export a spreadsheet of a list (username, display name, age bracket, verified status, their note and your profile link) and a PDF report about you (your names, country, age bracket, scout score, and their tags and notes). Both leave Callup once downloaded. These records are not included in Export My Data; email support@callup.gg to ask what an organization holds about you.
What we keep about organizations. The organization name, subscription plan, seat holders, the email addresses of people invited to a seat, and the organization's public listing if it publishes one.
Recruiter packets, evidence packets, applications and alerts. If you are Pro, you can create a recruiter packet: a private link that anyone who has it can open without signing in, for 30 days. It shows your username, region, ranks, latest grade, 90-day improvement, report count and top four published clips, plus your display name, avatar and country if you are 18 or older. Because you create it, it shows your grade even if you have hidden grades from scouts. Anyone can also publish an evidence packet: a public link, not listed in search engines, showing your username, display name, country, ranks and roles, a dedication tier, how much your grade has changed over 90 days, your streak and review count, coach endorsements and up to four clips you pin. It never shows a grade. You can unpublish it from your profile at any time. To apply to an organization you need a published evidence packet. The organization receives your username, display name, avatar, the message you write and your evidence packet link. Applications nobody answers are deleted when they expire, and declined ones are deleted after a retention period. If you save a search on the Callups board, we email you when new opportunities match.
Billing. Scout subscriptions are billed by Paddle as merchant of record (see §5.1). We send Paddle the buyer's email address, Callup user id and the organization name entered at checkout.
Leaving scout search. Turn off "Show me to scouts and in featured spots" in Settings, Privacy and safety, on web and iOS, or email support@callup.gg and we will do it for you. While it is off, organizations cannot find you in scout or captain search, you cannot apply to teams on Callups and teams you applied to cannot reply, and you are left out of future Clip of the Day picks and suggested players (an active Profile Boost still lists you there). Your grade, progress and "Open to teams" settings are kept and come back if you turn it on again.
Apart from what this section lists, scouting does not give organizations access to your private account data, your email address, direct messages between you and other users, or your precise location.
6. Data Retention
| Data Type | Retention Period | Notes |
|---|---|---|
| Account data | Duration of account + 30 days after deletion request | 30-day grace period allows cancellation of deletion |
| Video clips | Duration of account | Deleted from Cloudflare R2 + Stream upon account deletion |
| Messages | Duration of account | Deleted from Supabase upon account deletion |
| Analytics data | 24 months | Aggregated/anonymized after retention period |
| Purchase records | 7 years | Legal/tax requirement |
| Moderation records | 3 years | Trust & safety, legal compliance |
| Data export files | 24 hours | Automatically expired signed URLs |
| AI Coach clip transcripts | Not retained | Held in memory for the single request that generates the report, then discarded. Never written to the report or the database |
| Replay Coach voice-over audio | Kept with the report | Deleted when the report or account is deleted |
| Scouting records about you (notes, lists, pipeline entries, grade-view log) | Notes, lists and pipeline entries: until the organization deletes them or you delete your account. Grade-view log: until you or that scout deletes their account, or the organization is deleted | Spreadsheets and PDF reports a scout has already exported are outside our control |
| Scout intros | Duration of your account | Unanswered intros expire after 30 days; the record, including the message, is kept |
| Recruiter packet links | 30 days | The link stops working after 30 days |
| Aim records (aim trainer and benchmark runs, match aim stats, imported KovaaK's runs, aim profile settings) | Duration of account | Deleted on account deletion. Included in Export My Data |
| Anonymised rank benchmarks | Until replaced by newer statistics | Group statistics only, with no usernames, account ids or media (see §3.6) |
| Discord server review records (server id, channel id, your Discord user id and whether the result was posted) | Kept while the review exists | Deleted with the review. Used to enforce rate limits and avoid posting twice |
| Server logs | 90 days | Debugging and security |
| CSAM reports | As required by law | Retained per NCMEC/law enforcement requirements |
7. Your Privacy Rights
7.1 All Users
Regardless of your location, you have the right to:
- Access your personal data (data export via Settings → Export My Data)
- Delete your account and associated data (Settings → Delete Account)
- Correct inaccurate information (edit your profile at any time)
- Report concerns to support@callup.gg
7.2 Canadian Users (PIPEDA / BC PIPA)
Under PIPEDA and BC PIPA, you have the right to:
- Access your personal information held by us
- Challenge the accuracy and completeness of your information and have it amended
- Withdraw consent for the collection, use, or disclosure of your personal information (subject to legal or contractual restrictions)
- File a complaint with the Office of the Privacy Commissioner of Canada (OPC) or the BC Office of the Information and Privacy Commissioner (OIPC)
To exercise these rights, contact us at support@callup.gg. We will respond within 30 days as required by PIPEDA.
7.3 European Users (GDPR)
If you are located in the European Economic Area (EEA), you have additional rights under the GDPR:
- Right of access (Article 15)
- Right to rectification (Article 16)
- Right to erasure ("right to be forgotten") (Article 17)
- Right to restriction of processing (Article 18)
- Right to data portability (Article 20), available via our data export feature
- Right to object to processing based on legitimate interest (Article 21)
- Right to withdraw consent at any time (Article 7)
- Right to lodge a complaint with your local Data Protection Authority
Data Controller: 17811659 Canada Inc., British Columbia, Canada Contact: support@callup.gg
We will respond to GDPR requests within 30 days. If we need additional time (up to 60 additional days), we will inform you of the reason for the delay.
Legal bases for processing:
- Consent (optional communications, AI Coach, website ad pixels)
- Performance of contract (creating your account and providing the Service)
- Legitimate interest (analytics, trust & safety, fraud prevention, scouting and recruiting, server-side ad measurement, anonymised aim rank benchmarks). To object to scouting, turn off "Show me to scouts and in featured spots" in Settings or email support@callup.gg (see §5.4). To object to the aim rank benchmarks, turn off "Use my gameplay in rank benchmarks" in Settings or email support@callup.gg (see §3.6)
- Legal obligation (age checks, CSAM reporting, tax records)
7.4 United States Users
California (CCPA/CPRA): We do not sell personal information. We do send limited personal information to advertising platforms to measure our ads and build ad audiences, as described in §2.3, §5.1 and §11. California residents may request access to or deletion of their data by contacting support@callup.gg.
Children (COPPA): See Section 8 below.
8. Children's Privacy
Callup is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13.
- Users must be 13 years of age or older to create an account.
- We ask for your date of birth during sign-up. It is self-declared and we do not check it against ID. Callup will not accept a date of birth under 13, but some accounts have no date of birth on file.
- Players must be 16 or older with a date of birth on file to appear in scout search. Players aged 13 to 15, and anyone with no date of birth on file, never appear there. Players aged 16 and 17 can appear in scout search, including their Replay Coach grades unless they turn that off. For them, "Open to teams" starts off, a scout's intro message stays hidden until they accept it, and a recruiter packet leaves out their display name, avatar and country (see §5.4). A live LFG post still puts them in Recruit search, and like any account, a scout can message them directly unless they block it.
- In Discord servers, players under 16 and anyone with no date of birth on file can run private reviews only; the Callup bot does not post their results in the channel (§3.5).
- If we discover that we have collected personal information from a child under 13, we will promptly delete the account and associated data.
Parents and guardians: If you believe your child has created a Callup account, please contact us immediately at support@callup.gg and we will delete the account within 48 hours.
9. Data Security
We implement appropriate technical and organizational measures to protect your personal information:
- Encryption in transit: All data transmitted between the app and our servers uses TLS 1.2+
- Encryption at rest: Database encryption via Supabase (AES-256), video storage encryption via Cloudflare R2
- Authentication: JWT-based authentication with secure token handling. Passwords are hashed using bcrypt.
- Access control: Role-based access controls for internal systems. Admin access requires verified admin role.
- Rate limiting: API rate limiting to prevent abuse (100 requests/minute general, stricter limits on authentication endpoints)
- Monitoring: Server logging and error tracking for security incident detection
Breach Notification:
- BC PIPA: We will notify the BC OIPC and affected individuals within 72 hours of discovering a breach that poses a real risk of significant harm.
- GDPR: We will notify the relevant Data Protection Authority within 72 hours of becoming aware of a personal data breach.
- PIPEDA: We will notify the OPC and affected individuals as soon as feasible after discovering a breach of security safeguards involving personal information that poses a real risk of significant harm.
10. International Data Transfers
Callup is based in British Columbia, Canada. Your personal information may be transferred to and processed in countries other than your own, where our service providers operate: mainly the United States, and also the United Kingdom (Paddle, our merchant of record, and FACEIT), the European Union (Sightengine, PandaScore, and Polar's records of past purchases) and global networks (Cloudflare, Google, Vercel, TikTok).
- EEA → Canada: The European Commission recognizes Canada as providing adequate protection for personal information handled by commercial organizations, which covers transfers from the EEA to us. That decision does not cover onward transfers from Canada to other countries.
- Safeguards for onward transfers: Our US-based processors are selected for their security practices and contractual safeguards. For processors, we rely on their data processing terms, including Standard Contractual Clauses where they apply. Providers that act as independent controllers (see §5.1) handle your data under their own terms and privacy policies.
11. Cookies and Tracking
The Callup mobile application does not use cookies. The Google AdMob SDK in the iOS app keeps its own device-level identifiers to serve ads to free users (not the IDFA; see §5.1). We use PostHog for product analytics, which:
- Does not track users across apps or websites
- Does not use advertising identifiers (IDFA)
- Collects anonymous usage events tied to a first-party user identifier
- Can be disabled by contacting support@callup.gg
Our website (callup.gg) uses:
- Essential: Supabase authentication cookies (first-party, required for login sessions) and a cookie that remembers your cookie-banner choice.
- Analytics, only if you accept: PostHog analytics cookies (first-party, used for product analytics without cross-site tracking).
- Advertising, only if you accept: the Meta, TikTok, Google Ads and OpenAI Ads pixels, which set their own identifiers so we can measure our ads and, for Meta, show our ads again to people who visited callup.gg.
- Without cookies, on every page: Vercel Web Analytics and Speed Insights, which count page views and measure performance.
- On specific pages: Paddle's checkout script on the checkout page, and Cloudflare Turnstile on the public support and scout contact forms. Each may use its own storage to work.
You can manage cookie preferences via our cookie consent banner. See our Cookie Policy for details.
12. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes:
- We will update the "Last Updated" date at the top of this policy
- We will notify you via in-app notification for material changes
- Continued use of the Service after changes constitutes acceptance
We encourage you to review this policy periodically.
13. Contact Us
If you have questions about this Privacy Policy or wish to exercise your privacy rights:
- Email: support@callup.gg
- General Support: support@callup.gg
- Mailing Address: 1420 Duchess Ave., West Vancouver, British Columbia, Canada
Privacy Officer: support@callup.gg
Response Times:
- General inquiries: 10 business days
- Access / deletion requests: 30 days (PIPEDA/GDPR)
- Urgent concerns (child safety, data breach): 48 hours
14. Complaints
If you are not satisfied with our response to your privacy concern, you may file a complaint with:
- Canada: Office of the Privacy Commissioner of Canada, priv.gc.ca
- British Columbia: Office of the Information and Privacy Commissioner for BC, oipc.bc.ca
- European Union: Your local Data Protection Authority, edpb.europa.eu
- United States: Federal Trade Commission, ftc.gov
This Privacy Policy was last updated on 2026-10-16.