Privacy Policy
Last updated 2026-10-07
Summary
Cocoshell is built so we can't read your messages. We collect as little as we can to run the service, we don't sell personal information, and we don't show ads.
What we can't see
Message text, photos, files, voice and video calls in your chats are end-to-end encrypted. They are locked on your device and only the people in the chat can unlock them.
Memories
Notes and voice notes you save in Memories are stored on your plan's server so they can be linked and searched for you. Only you can see them in the app. They are not end-to-end encrypted unless you seal them, so staff with server access could technically read unsealed ones; we access them only to keep the service running or when the law requires it. Sealed memories are encrypted on your device with your seal phrase, which we never receive, so we can't read them. Memories are included when you download your data and deleted when your account is deleted.
What we collect
Account details (username, display name, optional email); for plan owners, name, email, optional mobile number and billing details (handled by Stripe: we never see full card numbers); which accounts are in which chats and when messages were sent (needed to deliver them); signed-in devices and the internet addresses they used (kept about 30 days); messages you send our support team; and reports people make with the app's Report button.
How we use it
To run, secure and bill for the service, to send you service messages (welcome, billing, security and important notices), to answer support requests, and to handle abuse reports. Texts are only sent if you agree, and you can reply STOP at any time.
Who we share it with
Only service providers that help us run the service, under contracts that protect it: our hosting provider (Hetzner, United States data centers), Cloudflare (web addresses only), Stripe (payments), Twilio (texts), our email provider, an uptime-monitoring service, and an encrypted-backup storage provider. We share information with authorities only when the law requires it; we can only share what we have, which never includes your messages.
How long we keep it
A chat's messages are deleted from the server 28 days after everyone has left it (encrypted files sent in it stay until the person who sent them deletes their account). Internet addresses are kept about 30 days. If you delete your account, your name and photo are erased and the files you uploaded are deleted. When a plan is canceled, everything in it is deleted 30 days later (or right away if you ask). Encrypted backups are deleted on a rolling schedule within 90 days. After deletion we keep only billing records the law requires; service alerts that mention you are deleted within 90 days, and closed support conversations after 2 years.
Your choices and rights
You can see and download your account data and delete your account from the manage page, and manage billing from your account page. You can ask us for a copy of your data, to correct it, or to delete it by writing to 20kunited@gmail.com. Depending on where you live (for example California or the EU), you may have additional rights; we honor them.
Children
Family plans can include children added by a parent or guardian, who consents for them. We don't knowingly collect information from children under 13 without that consent. Parents can review or delete a child's account from the manage page or by writing to us.
Security
Encryption in transit and end-to-end encryption for chats, private servers per business, separated shared servers, encrypted backups whose key is not stored on any server, and regular updates. No system is perfectly secure; if a breach affects you, we'll tell you.
Changes and contact
We'll email you before important changes. Updated 2026-10-07. Questions: 20kunited@gmail.com. Cocoshell Labs LLC, Georgia, USA.