Last updated: July 21, 2025
Twelve Labs Inc. ("Twelve Labs," "we," "our," and/or "us") values and respects your privacy. We have prepared this privacy policy ("Privacy Policy") to explain the manner in which we collect, use, disclose, and otherwise process personal information through (a) our website, including software products and services offered by Twelve Labs on its website platform located at www.twelvelabs.io (the "Twelve Labs Website"); (b) any mobile device software provided by us to you (the "Twelve Labs Application"); (c) any application programming interfaces and accompanying documentation and materials (the "Twelve Labs APIs"); (d) any text, pictures, media, data, information and other materials or content (collectively, the "Content") contained on or provided through the foregoing (a), (b), or (c); and (e) all other Content, products or services provided by us to you, as more particularly described on the Twelve Labs Website and the Twelve Labs Application (collectively, the "Twelve Labs Services").
As used in this Privacy Policy, "personal information" means any information relating to an identified or identifiable individual. By using the Twelve Labs Services, you agree to the collection, use, disclosure, procedures, and other processing described in this Privacy Policy. Beyond the Privacy Policy, your use of the Twelve Labs Services is also subject to our Terms of Use.
This Privacy Policy does not apply to the extent we process personal information in the role of a processor or service provider on behalf of our customers, including where we offer to our customers the Twelve Labs Services. In that context, our customers are the data controllers, and our processing of that personal information is governed by our applicable customer contracts.
We may collect the following types of personal information in order to provide the Twelve Labs Services to our customers:
We may collect image, text, videos, information, content records, files, or other materials that our customers load, receive through, transmit to, input or otherwise enter into the Twelve Labs Services, or that customers otherwise transmit to Twelve Labs in connection with the use of our Services, but excluding Account Information ("Customer Data").
We use Customer Data to facilitate the customer's use of the Twelve Labs Services and improve the Twelve Labs Services.
We may also collect the information and any results from Customer Data, including generated video captions, lists of semantic search matches, and numeric video and text vector representations (the "Output") in order to facilitate your use of the Twelve Labs Services and to improve the Twelve Labs Services.
We rely on our customers to comply with applicable privacy laws when collecting, using, or disclosing personal information through the Twelve Labs Services, including by obtaining appropriate consent. If you have any questions regarding the personal information we process on behalf of one of our customers, we encourage you to contact the customer directly.
We may collect personal information about you when you: create an account, book a demo, sign-up to receive marketing emails, participate in our surveys, join our events or online community, apply for a job, contact us with a comment or question, or visit the Twelve Labs Website.
Requesting Access to the Twelve Labs Services: Before accessing or using the Twelve Labs Services, you may be asked to complete the Twelve Labs API Application. We will collect your business contact information, information about your organization, and information about your intended use of the Twelve Labs Services. We use this information to understand the purposes for which you are seeking to use the Twelve Labs Services, to assess whether the Twelve Labs Services are right for your organization, and to customize your user experience.
Creating an Account: If your API Application is approved, you will be required to create an account. To create your account, we may collect personal information such as your first and last name, email address and a password that you create. We use Account Information to create and administer your account and facilitate your access to and use of the Twelve Labs Services.
Purchases: We may collect personal information and details associated with your purchases, including payment information. Any payments made via the Twelve Labs Services are processed by third-party payment processors. We do not directly collect or store any payment card information entered through the Twelve Labs Services.
Marketing Communications:We may send you communications regarding our platform and other products and services that we believe are of interest to you. You can unsubscribe at any time by clicking the "unsubscribe" link included at the bottom of each email.
Surveys: From time to time, we may offer you the opportunity to participate in one of our surveys. The information obtained through our surveys is used in an aggregated, de-identified form to help us understand our users and enhance the Twelve Labs Services.
Interactive Features:We and others who use the Twelve Labs Services may collect personal information that you submit or make available through our interactive features. Any information you provide using the public sharing features will be considered "public" and is not subject to the privacy protections referenced herein.
Employment: If you apply for a job with us, we may collect certain personal information about you. We use this information for the purpose of processing, evaluating and responding to your application.
Visiting the Twelve Labs Website: We collect the IP addresses of all visitors to the Twelve Labs Website and other related information such as page requests, browser type, operating system and average time spent on the Twelve Labs Website. We use this information to help us understand the Twelve Labs Website activity and to monitor and improve the Twelve Labs Website.
Cookies and Other Technologies:The Twelve Labs Services uses "cookies," pixel tags and other technologies to automatically collect information through your use of the Twelve Labs Services. We use strictly necessary cookies, functional cookies, analytical and performance cookies (including Google Analytics, LinkedIn Analytics, Mixpanel), and advertisement cookies.
We do not disclose your personal information to third parties without your consent, except as set forth below or as required or permitted by law.
Service Providers: Your personal information will be transferred to certain third parties that provide services on our behalf, including cloud computing, data storage, publishing, and analytics. Our service providers may be located in the US, The Republic of Korea (ROK), or other foreign jurisdictions.
AI Service Providers: We may disclose information we receive to vendors that provide artificial intelligence services that provide backend support for the Twelve Labs Services.
Business Partners: We may disclose your personal information with business partners to provide you with a product or service you have requested or with whom we jointly offer products or services.
Affiliates: We may disclose any information we receive to our current or future affiliates for any of the purposes described in this Privacy Policy.
Legal and Compliance: We may provide your personal information in response to a search warrant or other legally valid inquiry, or to investigate or prevent actual or suspected loss or harm to persons or property.
Advertising Partners: We may disclose your personal information with third-party advertising partners for the purposes of delivering personalized advertisements.
Sale of Business: We may transfer any information we have about you as an asset in connection with a proposed or completed merger, acquisition or sale involving all or part of Twelve Labs.
If you are located in the European Economic Area ("EEA") or the United Kingdom ("UK"), we only process your personal information when we have a valid "legal basis," including:
Consent: We may process your personal information where you have consented to certain processing.
Contractual Necessity: We may process your personal information where required to provide you with the Twelve Labs Services.
Compliance with a Legal Obligation: We may process your personal information where we have a legal obligation to do so.
Legitimate Interests: We may process your personal information where we or a third party have a legitimate interest, such as product development and internal analytics. We only rely on legitimate interests when these interests are not overridden by your rights and interests.
Email Communications: You can unsubscribe from our promotional emails using the unsubscribe link found at the bottom of the email. You will continue to receive transaction-related emails.
Text Messages: You may opt out of receiving text messages by following the instructions in the text message or by contacting us.
Do Not Track: Please note that we do not respond to or honor DNT signals or similar mechanisms transmitted by web browsers.
Cookies and Personalized Advertising: You may stop or restrict the placement of cookies on your device or remove them by adjusting your preferences as your browser or device permits. However, the Twelve Labs Services may not work properly if you do so.
Your European Privacy Rights: If you are located in the EEA or the UK, you may request access to your personal information, update and correct inaccuracies, restrict or object to processing, have your data anonymized or deleted, or exercise your right to data portability. You may withdraw any consent you previously provided at any time. You may exercise these rights by contacting us using the contact details at the end of this Privacy Policy.
The Twelve Labs Website may contain links to other websites that Twelve Labs does not own or operate. The linked websites have separate and independent privacy policies, notices and terms of use. We do not have any control over such websites, and therefore have no responsibility or liability for the manner in which they treat personal information.
We have record retention processes designed to retain personal information for as long as you use the Twelve Labs Services, or as necessary to fulfill the purpose(s) for which it was collected, provide the Twelve Labs Services, resolve disputes, establish legal defenses, conduct audits, pursue legitimate business purposes, enforce our agreements, and comply with applicable laws.
We make reasonable efforts to protect your information by using security measures designed to safeguard the information we maintain. However, because no electronic transmission or storage of information can be entirely secure, we can make no guarantees as to the security or privacy of your information.
The Twelve Labs Services are hosted in the United States. If you choose to use the Twelve Labs Services from the EEA, the UK or other regions, then please note that you are transferring your personal information outside of those regions to the U.S. for storage and processing. We may transfer personal information based on European Commission-approved or UK Government-approved Standard Contractual Clauses, or otherwise in accordance with applicable data protection laws.
The Twelve Labs Services are not directed to children under 18 and we do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has uploaded personal information to our site without your consent, you may contact us. If we become aware that a child has provided us with personal information in violation of applicable law, we will delete any personal information we have collected.
We may update this Privacy Policy periodically to reflect changes to our privacy practices. We will indicate at the top of this Privacy Policy when it was most recently updated. If there are any material changes, we will notify you as required by applicable law. You understand and agree that you will be deemed to have accepted the updated Privacy Policy if you continue to use the Twelve Labs Services after the new Privacy Policy takes effect.
Twelve Labs is the data controller and is responsible for processing your personal information. If you have any questions or comments about this Privacy Policy, please contact us at:
Privacy Officer
Twelve Labs, Inc.
55 Green St
San Francisco, CA 94111
support@twelvelabs.io
If you are located in the EEA, you may also contact our EU representative at:
Osano International Compliance Services Limited
ATTN: UEHG
3 Dublin Landings, North Wall Quay
Dublin 1 D01C4E0
If you are located in the UK, you may also contact our UK representative at:
Osano UK Compliance LTD
ATTN: UEHG
42-46 Fountain Street
Belfast Antrim BT1 - 5EF