Custom HQ, LLC

Privacy Policy

channelOS · customDFY.com · customMastermind.com / LegacyLab · customThumbnails.ai

Effective Date: August 21, 2026

Last Updated: August 21, 2026

1. Introduction and Scope

This Privacy Policy explains how Custom HQ, LLC, a Delaware limited liability company ("Custom HQ," the "Company," "we," "us," or "our"), collects, uses, shares, and protects information across our Services: channelOS (cOS), customDFY.com (cDFY), customMastermind.com / LegacyLab (cM), and customThumbnails.ai (cT.ai), and their websites.

The Custom HQ Services integrate with the services of our sister company, Custom Thumbnails, LLC, an Idaho limited liability company: customThumbnails.com and customEditing.com. Those services have their own Terms of Service and Privacy Policy, which govern your use of them. Section 6 describes the limited sharing between the two companies where you use services from both.

Contact for anything in this Policy: privacy@customhq.ai, or by mail at Custom HQ, LLC, 300 Delaware Ave, Ste 210 #702, Wilmington, DE 19801, US.

2. Information We Collect

2.1 Account information. Name, email address, password credentials, and business or channel details you provide when you register, apply, or update your account across any Service.

2.2 Payment information. Payments are handled by our payment processor. We receive transaction records (plan or tier, amount, date, payment status, last four digits of a card) but never store full card numbers. Where federal cash-reporting rules apply to a payment (IRS Form 8300, which covers currency over $10,000 and certain monetary instruments of $10,000 or less in covered transactions), we collect the identifying information the form requires, including name, address, and taxpayer identification number, file the required report, and provide you the written statement federal law requires.

2.3 Service content. The materials each Service needs to do its work: your Brand Guide, channel details, and strategy inputs for cOS and cDFY; application answers and session participation for cM; and, for cT.ai, your Prompts (including text inputs, uploaded reference images, and Brand Guide elements applied to a Generation), your Generated Outputs, and generation metadata such as timestamps, plan, allowance usage, and model version.

2.4 YouTube data (cOS). When you connect a YouTube channel to channelOS, we access channel and video data through the YouTube API Services as described in Appendix A.

2.5 Usage and device information. Log data, IP address, browser and device type, pages viewed, features used, and similar telemetry, collected directly and through the cookies described in Section 5.

2.6 Communications and events. Messages you send to support, records of our correspondence, and, for cM in-person Builds, event registration details, photographs, and recordings as described in Appendix B.

3. How We Use Information

To provide the Services: operate your account, deliver cDFY Engagement work, run cM sessions and Builds, produce cOS analysis, and generate your cT.ai outputs.
To bill you: process charges and installments, manage renewals, and maintain transaction records, including federal reporting obligations described in Section 2.2.
To support you: respond to questions and resolve issues through your Service’s support channel.
To operate and improve the platform: monitor performance, debug, secure the Services, prevent abuse, and improve features, using service telemetry.
To train and improve our AI systems: we use service data, which can include Prompts, Generated Outputs, channel data (excluding YouTube API data, which is governed by Appendix A), and usage information, to train and improve the AI models and features that power the Services. Section 7.2 describes this processing, and Section 10 describes your rights over your data, including deletion.
To communicate: send transactional notices about your account, billing, and material changes, and, with the consent required by law, product news you can opt out of at any time.
To comply with law: meet tax, accounting, and legal obligations, and enforce our Terms of Service and signed agreements.

4. Legal Bases for Processing

Where laws such as the GDPR apply, we process personal information: to perform our contract with you (providing the Service you subscribed to or enrolled in); for our legitimate interests (securing and improving the platform, training and improving our AI systems as described in Section 7.2, preventing abuse, proportionate marketing of our own services); with your consent, where we ask for it (for example, marketing showcases and event photography opt-ins); and to comply with legal obligations, including the reporting duty in Section 2.2.

5. Cookies and Analytics

We use cookies and similar technologies to keep you signed in, remember preferences, measure how the Services are used, and protect against fraud. Essential cookies are required for the Services to work. Analytics cookies can be controlled through your browser settings and, where required by law, through the consent banner presented on our sites. We do not sell personal information collected through cookies.

6. How We Share Information

We do not sell your personal information, and we never disclose what you pay us or any of your revenue or financial information in marketing. That monetary protection is permanent. We share information only with:

Service providers listed in Section 7, who process it on our instructions to run the Services.
Our sister company, Custom Thumbnails, LLC, where you use services from both companies and shared operations (such as unified account access, cross-service deliverable views you have enabled, or cross-service support context) require it, consistent with this Policy. Cross-service views are read-only, audit-logged, and end when the linked subscription cancels.
Our contractors, the designers, editors, strategists, and studio team members who deliver your work, under confidentiality obligations, and only the information the work requires.
Professional advisors such as lawyers and accountants under confidentiality obligations.
Authorities, where required by law, subpoena, or federal reporting duties, or to protect rights, safety, or the integrity of the Services.
A successor, in a merger, acquisition, or asset sale, in which case this Policy continues to apply to your information until it is updated under Section 15.

7. Service Providers and AI Processing

7.1 Categories of processors. We use third-party providers for cloud hosting, payment processing, e-signature, transactional email, analytics, background operations tooling, and the AI models that power cT.ai and AI-assisted features. We identify processors by category rather than by name because vendors change as we keep the Services strong; each processor handles your information on our instructions and only as needed to provide its service to us.

7.2 AI processing and training. For cT.ai, your Prompts and uploaded reference images are transmitted to our AI providers as necessary to produce your Generated Output, and the output is returned to your account. We also use service data, which can include Prompts, Generated Outputs, channel data (excluding YouTube API data, which is governed by Appendix A), and usage information, to train and improve our AI systems and the Services. We are upfront about this because you deserve to know how the product gets better. We never sell your data, and you can request deletion of your generation data at any time under Section 10.

8. Data Retention

8.1 While your account is active. We retain your account information, Service content, generation history, and Brand Guide so you can access your work and history.

8.2 After cancellation. cT.ai generation history and Brand Guide are retained for a 30-day grace period after cancellation so you can come back or download your work, then deleted in the ordinary course. Download anything you want to keep before the grace period ends. cDFY deliverable retention after an Engagement is governed by your Engagement Agreement.

8.3 Legal retention. Transaction records, tax records, IRS Form 8300 records (retained five years from filing as federal law requires), signed agreements, and information relevant to a legal obligation or dispute are retained as long as the law requires or the matter remains open.

9. Data Security

We protect your information with encryption in transit, access controls tiered to account sensitivity (including multi-factor authentication requirements), audit logging on cross-service access, and monitoring appropriate to the Services. No system is perfectly secure, and you play a role too: use a strong, unique password and keep your credentials private. If we confirm a security incident affecting your personal information, we will notify you without undue delay and in any event within 72 hours of confirming it.

10. Your Privacy Rights

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal information, to object to or restrict certain processing, and to withdraw consent where processing is based on consent. You can exercise these rights, including deletion of your Prompts and Generated Outputs, by emailing privacy@customhq.ai from your account email.

Response times. We acknowledge privacy requests within 5 business days and respond within 30 days for general requests. California requests under Section 13 are answered within 45 days, extendable once by 45 days where the law allows, with notice to you.

We will never discriminate against you for exercising a privacy right. Some records cannot be deleted while a legal retention duty applies, including the federal reporting records in Section 8.3.

11. Children’s Privacy

The Services are for adults. They are not directed to children under 13, and we do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us personal information, email privacy@customhq.ai and we will delete it.

12. International Data Transfers

We are based in the United States and process information there. If you use the Services from outside the U.S., your information is transferred to and processed in the U.S., where privacy laws may differ from your jurisdiction’s. Where required, we rely on appropriate safeguards for those transfers, such as standard contractual clauses with our processors.

13. California Residents

If you are a California resident, the CCPA as amended by the CPRA gives you rights to know, delete, correct, and obtain a copy of the personal information we hold about you, and to opt out of sale or sharing. We do not sell or share personal information as those terms are defined by the CCPA, and we do not use or disclose sensitive personal information for purposes requiring a right to limit. The categories we collect are described in Section 2; the purposes in Section 3; the recipients in Sections 6 and 7; and retention in Section 8. Exercise rights at privacy@customhq.ai. California’s Shine the Light law also lets you request information about disclosures to third parties for their direct marketing; we make no such disclosures.

14. Other U.S. State Privacy Rights

Residents of other states with comprehensive privacy laws (including Colorado, Connecticut, Texas, Virginia, and others as they take effect) have similar rights of access, correction, deletion, portability, and opt-out of targeted advertising, sale, and profiling. We do not sell personal information or engage in profiling with legal or similarly significant effects. Exercise rights at privacy@customhq.ai. If we decline a request, you may appeal by replying to our decision, and we will answer your appeal within the period your state’s law requires.

15. Changes to This Policy

We may update this Policy as the Services evolve. For material changes, we give at least 30 days’ advance notice by email and in-product notice before the change takes effect. The Last Updated date at the top always reflects the current version.

16. Contact

Privacy requests and questions: privacy@customhq.ai

Legal and security disclosures: legal@customhq.ai

Operational support (never cross-routed): support@channelos.com for channelOS, support@customdfy.com for customDFY, support@custommastermind.com for customMastermind.com / LegacyLab, and support@customthumbnails.ai for customThumbnails.ai.

Mail: Custom HQ, LLC, 300 Delaware Ave, Ste 210 #702, Wilmington, DE 19801, US

17. Governing Law

This Policy is governed by the laws of the State of Delaware and the same venue as the Custom HQ Master Terms of Service.

Appendix A. channelOS and the YouTube API Services

channelOS uses the YouTube API Services to access channel and video data you authorize when you connect your channel. By connecting, you also agree to the YouTube Terms of Service and the Google Privacy Policy (policies.google.com/privacy).
We access only the data scopes needed for the analysis features you use, and we use that data solely to provide channelOS to you.
You can revoke channelOS’s access at any time through your Google security settings page (myaccount.google.com/permissions) or by disconnecting the channel inside channelOS. Revocation stops new data access, and stored YouTube data is deleted consistent with Section 8 and Google’s API policies.
We do not sell YouTube data, do not use it for advertising, and do not use it to train generally available AI models.

Appendix B. customMastermind.com / LegacyLab In-Person Event Privacy

We collect event registration details (including dietary and accessibility needs you choose to share) to run in-person Builds, and we use them only for the event.
Portions of Builds are photographed and recorded for program archives and marketing. You can opt out of marketing use of your image at any Build or by emailing privacy@customhq.ai. Archive footage is access-restricted to the program team.
We never publish another Member’s business or financial details. Confidentiality obligations in the Master Terms of Service Section 10 apply to all session content.
Where a membership payment falls under federal cash-reporting rules (IRS Form 8300, which covers currency over $10,000 and certain monetary instruments of $10,000 or less in covered transactions), we collect the identifying information the form requires, file the report, provide the written statement federal law requires, and retain those records for five years from filing.

Appendix C. customThumbnails.ai AI Disclosures

cT.ai uses third-party AI models to generate images from your inputs. Your Prompts and reference images are transmitted to those providers solely to produce your Generated Output.
We use service data, which can include your Prompts, Generated Outputs, and usage information, to train and improve our AI systems and the Services. We never sell your data, and you can request deletion of your generation data at any time.
AI output can contain artifacts or inaccuracies. Review Generated Outputs before publishing; you control what you publish.
You can access, download, or delete your generation data at any time through your account or by emailing privacy@customhq.ai, with the response times in Section 10.