Loudvoice Privacy Policy

Last updated: 23 September 2026

Who we are

Loud Voice Music Sdn Bhd (company number 1379190-M) operates Loudvoice and is the data controller responsible for the personal information described in this policy. Contact our monitored privacy and support address at support@loudvoice.com.

This policy covers the Loudvoice listening app, its account and support services, and our website. It explains what information we handle, why we use it, who receives it and the choices available to you. Separate information may apply when you use a shop, become a content producer or buy a separate product. This policy does not replace the information provided for those activities.

Information we collect and why

We receive information you provide, information generated when you use Loudvoice, and information needed from service providers or other users to operate features you use.

Information	How we use it
Account and verification information: your phone number, account identifier, verification and delivery records, and an email address if you add and verify one.	Create and authenticate your account, deliver verification messages, maintain account security and handle account requests.
Profile information: your display name, language preference and any profile image you choose to upload.	Display your profile and present the service in your chosen language. Your name and image may appear to other people in features involving your profile or shared content.
Listening and library activity: recordings you open or play, relevant times, saved releases, followed artists, playlists and your contributions or membership in shared playlists.	Provide playback and library functions, synchronise your account, maintain shared features and compile listening statistics used to operate the service.
Learning and participation information: progress and answers in learning features, songbook opens, earned achievements, and invitation or referral activity when you use those features.	Save progress, show achievements and operate the relevant invitation or referral feature.
Messages and requests: support conversations, reports, feedback and information you include in them.	Respond to you, investigate problems and manage reported content. Other users may also mention you in a shared item or report.
Device, connection and diagnostic information: device or installation identifiers, notification tokens, device and operating-system details, app version, network request information and error or crash reports. Reports can include error messages, technical traces and recent app events.	Deliver requested notifications, diagnose failures, improve reliability, protect the service and investigate misuse. Error text or messages can contain personal information.
Purchase and entitlement information, if you use a paid or gift feature: store transaction or purchase identifiers, subscription status, redemption records and the benefit attached to your account.	Verify access, apply the purchase or gift, handle support and prevent duplicate redemption. Your app store handles its payment process under its own terms and privacy information.

When WhatsApp verification is enabled, we use AWS End User Messaging Social and WhatsApp, part of Meta, to send one-time codes for sign-in or verification of a new phone number. WhatsApp is the default delivery channel for this flow; where your app offers a channel choice, you can select SMS instead. If WhatsApp delivery fails, we do not automatically switch to SMS.

For WhatsApp verification, these services process the destination phone number, verification code and message language, together with message identifiers, timestamps and delivery or failure information. We use the delivery information available to us to operate verification, diagnose delivery problems and protect the service. WhatsApp's own privacy terms also apply to your use of its service, as linked below.

The website and the services delivering its pages receive connection information such as your IP address, browser details and requested pages. Browser storage and cookies can support functions such as sessions and preferences. Your browser lets you manage stored information; disabling it may prevent some website functions from working. An external page or embedded service may also receive information when you open it.

Our website uses Squarespace analytics to understand visits, traffic sources and interactions with its pages and buttons. This can involve visitor identifiers stored in cookies, pages visited, referring pages, browser and device information, and related connection information. You can manage cookies through your browser settings.

Our newsletter signup uses Mailchimp. It requires an email address and lets you optionally provide your first and last names. We use this information to send the newsletter and manage your subscription. Without an email address, you cannot subscribe through the form. You can unsubscribe using the link in newsletter emails.

Our volunteer application uses Google Forms. It asks for your name, gender, age or date of birth, country, occupation, relationship status, phone number, email address, medical conditions, religion, languages, education and experience, preferred work, motivation and intended duration. We use application information to assess and coordinate volunteer applications and contact applicants. The current form marks these questions as required, so you cannot submit it without answering them. Medical conditions and religion are sensitive information. You can contact our support address about the application or its information requirements; this policy does not replace any separate consent or other legal condition needed to handle sensitive information.

Our donation page embeds a Donorbox form with one-time or monthly options. The form includes an amount, comment, first and last names, email address and payment controls. Donorbox can receive connection information when the embedded form loads, before you submit a donation. If you choose to donate, the form and payment providers handle the information you enter for the donation and payment process. We use donation information made available to us to administer donations and respond to related enquiries. You can choose whether to donate; the chosen payment route needs the information required for that transaction. The page also links to OCI and provides direct bank-transfer instructions. External donation services, banks and payment providers have their own privacy information; check the information for the route you choose.

Our website's contact, prayer and Bible-study links open WhatsApp. If you choose to send a message, we receive the message and the contact or profile information made available to us through WhatsApp. We use that information to respond to your request. Prayer or Bible-study requests may reveal religious beliefs, health information or other sensitive details. WhatsApp operates its own service under its Privacy Policy; sending a message through it is a separate choice from browsing our website.

Required information and your choices

The phone-based account flow needs a phone number and verification information. If you do not provide the information required for authentication, we cannot create or authenticate that account. Account-based listening and library functions also need the records required to deliver those functions. You may contact us about a problem with verification or account access.

Adding a profile name, email address or profile image is optional. Providing information for a particular feature is your choice, but we cannot supply that feature without the information it needs. You can choose whether to share a playlist or contribute content, and you can manage notification permission in your device settings. Refusing notifications does not itself delete your account.

We access an image you select for an upload through the relevant device permission or picker. Camera access supports taking a profile picture or scanning a friend code when you choose those features. Device permissions can be changed in your settings. Please provide only information needed for your request, and do not send passwords, verification codes or payment-card details in a support message.

The app also stores sign-in information, preferences, cached library and progress information, and downloaded content on your device to support your account and offline features. Removing a download or changing a device setting is different from requesting deletion of information held by Loudvoice.

Listening choices and messages can reveal sensitive information, including religious beliefs or health information. Please avoid including sensitive details about yourself or another person in free-text messages unless they are needed for the assistance you request. Where the law requires separate consent or another condition for handling sensitive information, this policy does not replace that requirement.

Shared profiles, playlists and uploaded images

Information you make available through a public or shared feature can be seen by its audience. This may include your display name, profile image, playlist title or description, and your contributions. A person who receives a public link may pass it on.

Uploaded profile images use public image-delivery infrastructure. Someone with an image URL may be able to retrieve it without signing in. Do not use a profile image for material you need to keep confidential. Removing information from your account does not necessarily remove a copy another person has already saved or received.

Service providers and other recipients

We use service providers to host and deliver Loudvoice, store content, send verification and support messages, deliver notifications, and handle diagnostics. Depending on the feature and app version, our integrations include:

Amazon Web Services, including storage and content delivery, SMS and email delivery, operational logging and, where enabled, WhatsApp verification delivery through AWS End User Messaging Social.
WhatsApp/Meta, for WhatsApp verification delivery where enabled and for website messages you choose to send through WhatsApp.
Google Firebase, including Cloud Messaging for notifications and Crashlytics for crash and error reporting.
Bunny, for video and media delivery.
Squarespace, for website hosting and analytics.
Mailchimp, for newsletter signup and email distribution.
Google Forms, for volunteer applications.
Donorbox and the relevant donation or payment providers, when you load or use the donation form or choose an external donation or bank-transfer route.
Apple or Google, when you obtain the app or use a purchase offered through their stores.

These services receive information needed for their role, such as a delivery destination, device token, diagnostic report or media request. A provider may also process information under its own privacy terms when it supplies a service directly to you. Your app-store account and payment arrangements are governed by the relevant store's information and choices.

Our staff and service providers may access information needed for support, security and operation of the service. We may also disclose information when required or permitted by applicable law, including to respond to a lawful request or address a specific safety, security or legal issue. Any such disclosure must have a lawful basis and be limited to what is necessary for that purpose. Sharing with other users follows the feature and audience described above.

Processing in other countries

Our providers may process information in Malaysia and other countries where they operate. Content delivery can involve servers in different locations. We remain responsible for meeting the requirements that apply to our handling and transfer of personal information; using a provider does not remove those responsibilities. Contact us for information about a transfer or provider relevant to your account.

WhatsApp verification may involve processing in the United States and other countries where AWS and WhatsApp/Meta operate.

Keeping information and handling deletion requests

We keep personal information for the purposes described in this policy, taking account of the information's nature, whether your account or request is active, security needs and any applicable legal obligations. Information should not be retained longer than needed for those purposes. The same period does not necessarily apply to account information, messages, transaction records, diagnostics and backup copies.

You can delete your account at any time in the app (Settings → Delete account) or by following the steps at loudvoice.com/delete-account. When you do, we delete your profile, phone number, email address, profile picture, playlists, saved music, follows, listening progress, achievements and support messages from our live systems immediately. Some records may remain in our internal event logs and backups for up to 90 days before they are purged, and we keep records we are required to retain by law, such as purchase and payout records, for up to 7 years. Statistics that no longer identify you may be kept. If you sign up again with the same phone number, you start with a new, empty account. You can also request account closure or deletion of personal information by emailing support@loudvoice.com; you do not need to reinstall the app to contact us. We may need proportionate information to verify that the request concerns your account and to protect another person's information. Do not include a verification code or password in your email.

We will explain the steps and expected timing for your request, respond in accordance with applicable law, and tell you what has been completed and whether any information must remain. A request or acknowledgment is not confirmation that all copies have already been deleted. Signing out or uninstalling the app does not submit a deletion request.

Records needed for a specific legal obligation, unresolved transaction or security issue may require different treatment. We will explain what information must remain, why, and the applicable retention arrangements. Backup, service-provider and previously delivered copies may require separate handling. We cannot remotely remove copies another person has saved or files held on a device that remains offline.

If you have a paid subscription, use your app store's subscription controls to manage it. Closing a Loudvoice account does not itself confirm that an app-store subscription has been cancelled or refunded.

Your privacy rights

Subject to the law that applies, you can ask to access your personal information, correct inaccurate information, withdraw consent where processing relies on consent, or stop processing for direct marketing. You can also raise an objection to processing that may cause harm or distress and request deletion or other rights available under applicable law. We may need to verify your identity before providing information or acting on a request. If we cannot fulfil a request, we will explain the reason and any relevant next step.

You may also request in writing by email that we transmit your personal information directly to another data controller you choose, subject to technical feasibility and compatibility of the data format.

Withdrawing information or consent needed for a feature may mean that we can no longer provide that feature. It does not itself undo processing that was lawful before the withdrawal. Nothing in this policy limits rights or protections that cannot lawfully be excluded.

Send requests or concerns to support@loudvoice.com. You may also raise a complaint with Malaysia's Personal Data Protection Commissioner, or another regulator with authority over your concern.

Security and changes to this policy

We are responsible for taking appropriate steps to protect personal information against unauthorised access, disclosure, misuse and loss. No online service or device can guarantee absolute security. Tell us promptly if you believe your account or information has been compromised.

We may update this policy as the service or applicable requirements change. We will publish the updated version and date here and provide additional notice or seek consent where required. A new policy does not by itself authorise a new use of information that requires your separate consent.

The English and Bahasa Malaysia versions are intended to explain the same practices. Please contact us if you notice an inconsistency.