Privacy Policy
Last updated: 31 October 2026
Video from Santa ("we", "us") respects your privacy. This policy explains what personal information we collect when you use videofromsanta.net (the "Service"), how we use, store and share it, and the rights you have. By using the Service you confirm you have read this policy.
1. Data controller
- Controller: Video from Santa (videofromsanta.net)
- Privacy contact: support@videofromsanta.net
- Data protection officer: not appointed (not required for a service of our size)
2. What we collect
2.1 Information you give us
- Your email address, to deliver your video and contact you about your order or the preview you started.
- The child's first name and the details you write (for example, something they're proud of or a Christmas wish), used only to create the video. Please don't include surnames, addresses, schools or other information that could identify the child.
- Order information: what you bought, the amount, any promo code, and order status.
- Payment information: only the amount and whether the payment completed or was refunded, with Waffo Pancake's order ID. We never see or store your card number (see section 5).
- Messages you send us, such as support emails.
2.2 Information collected automatically
- Technical data every website receives: IP address, browser type, device type and country.
- Order-flow events: which steps of the order flow you reached (for example, preview watched or checkout started), linked to a random session ID, not to your name.
We do not collect location beyond country, and there is no account or third-party sign-in.
3. How we use it
| Purpose | Legal basis |
|---|---|
| Making and delivering your video | Performance of a contract |
| Payments, refunds and receipts | Performance of a contract |
| Customer support | Performance of a contract / legitimate interests |
| Order emails (such as delivery and a reminder about a preview you started) | Legitimate interests |
| Security and fraud prevention | Legitimate interests |
| Improving the order flow | Legitimate interests |
| Tax and accounting records | Legal obligation |
| Christmas reminders and offers (only if you opt in) | Your consent |
We may use aggregated, de-identified statistics (for example, how many previews led to an order) that cannot identify anyone.
4. Cookies and tracking
| Type | What it does | Can be turned off |
|---|---|---|
| Strictly necessary (browser local storage) | Remembers your unfinished order on this device | No, but you can clear it in your browser |
| Analytics | Not used | n/a |
| Marketing | Not used | n/a |
We do not use analytics tools or advertising pixels. If we ever add them, we will ask for your permission first and update this page.
5. Sharing and disclosure
We do not sell your personal information, including "selling" as defined by laws such as the CCPA. We share it only in these cases:
- Payments: Waffo Pancake is our merchant of record and PCI-DSS compliant payment processor. It processes your card details and billing address under its own privacy policy; card data is handled only by Waffo Pancake and never stored on our servers.
- Video production: the child's first name and a script written from your details are sent to ElevenLabs (AI voice) and Sync Labs, Inc. (sync.so, AI lip-sync), which process them on our behalf only to create the video.
- Hosting: Cloudflare hosts the site and stores orders and videos, and delivers our email.
- Fonts: our pages load typefaces from Google Fonts, so Google receives your IP address and browser type when your browser fetches them.
- Legal requirements: when the law, a court order or a lawful request from an authority requires it.
- Business transfer: if the Service is sold or merged, we will tell you first, and the new owner must keep protecting your information.
- With your consent for any other purpose.
6. Security
- All traffic is encrypted with HTTPS (TLS).
- Videos are kept in private storage and shown only through a long, unguessable link. Anyone who has the link can watch the video, so share it only with people you choose.
- Access to stored data is limited to the operator.
- Card data never reaches our servers.
If a security incident affects your information, we will notify you and the relevant authorities as the law requires, within 72 hours of discovering it.
7. How long we keep it
| Information | How long | Then |
|---|---|---|
| Child's first name, the details you wrote, and the script | 90 days after your order | Deleted |
| Your finished video | 12 months after your order | Deleted |
| Generated voice audio | Until your video is finished | Deleted |
| Email and child's first name from a preview you didn't buy | 90 days | Deleted, unless you opted in to emails |
| Email for Christmas reminders (opt-in) | Until you unsubscribe | Deleted |
| Blocked email addresses (after a serious breach of our content rules) | As long as the block applies | Deleted |
| Order-flow events | 24 months | Deleted |
| Order and payment records | As long as tax and accounting law requires, usually 7 years | Deleted |
| Support emails | 2 years | Deleted |
8. Your rights
To use any of these rights, email support@videofromsanta.net from the address you ordered with. We respond within 30 calendar days.
| Right | What it means |
|---|---|
| Information | Know what we collect and how we use it (this policy) |
| Access | Get a copy of your information |
| Correction | Fix information that is wrong or incomplete |
| Deletion | Have your information, or a video, deleted early |
| Restriction | Ask us to pause using your information in certain cases |
| Portability | Get your information in a machine-readable format |
| Objection | Object to use based on legitimate interests or for marketing |
| Withdraw consent | Stop marketing emails at any time |
If you think we have not handled your information properly, you can complain to your local data protection authority.
9. Marketing emails
We send Christmas reminders and offers only if you tick the box to hear from us or sign up on our Christmas countdown page. You can unsubscribe at any time using the link in every email or by emailing us. Unsubscribing does not stop emails about an order you placed, such as delivery of your video.
10. International transfers
Our hosting and production providers are based in the United States and other countries, so your information may be processed outside the country where you live. Where the law requires it, these transfers are covered by the providers' data processing agreements, which include the EU Standard Contractual Clauses (and the UK addendum).
11. Children
The Service is for adults aged 18 or over, such as parents, guardians and relatives buying a video for a child. Children should not use the site or send us information themselves, and we do not knowingly collect information from children. The child's first name and details are provided by the adult ordering. If you believe a child has sent us information directly, email us and we will delete it promptly.
12. Third-party sites
This policy covers only information we collect. Links to other sites, including Waffo Pancake's checkout, are governed by their own privacy policies.
13. Changes to this policy
If we make significant changes, we will post them on this page at least 15 days before they take effect and update the date at the top. Continuing to use the Service after that date means you accept the updated policy.
14. Contact
- Privacy and support: support@videofromsanta.net
- We answer emails every day, usually within one business day.
Video from Santa · https://videofromsanta.net