Privacy statement.

1Who’s responsible

The data controller for everything described here is Two Ears Ltd, trading as Twoears Audio, a company registered in England and Wales (company number 04420838) with its registered office at 23 Warren Avenue, Richmond TW10 5DZ, United Kingdom. “We” and “us” mean Two Ears Ltd.

We’re a small company, so there’s no separate data-protection officer: privacy questions go to hello@twoears-audio.com and are answered by the director personally. We follow the UK GDPR and the Data Protection Act 2018, and the EU GDPR where it applies to you.

2What we collect, and why

It depends on what you do. Here is each situation, what it involves, and the legal basis we rely on.

2.1 Visiting the site

Our web host keeps standard server logs: the address your connection comes from (IP address), the time, the page requested and the kind of browser. They exist to keep the site running and to spot attacks, and they’re deleted automatically after a short period. We don’t run analytics, advertising or any tracking, and the site sets no cookies. Legal basis: our legitimate interest in running a secure website.

The pages use the Inter typeface delivered by Google Fonts. Your browser fetches the font files from Google’s servers, so Google receives your IP address and standard browser details, as with any web request. Google states that the Fonts service sends no cookies and keeps those requests separate from your Google account; its FAQ describes what it keeps.

2.2 Launch news

If you use a “notify me” form, it opens an email from your own mail app to hello@twoears-audio.com. We keep your email address on a list used for one thing: telling you when the product you asked about moves — beta, release, major update. No weekly newsletters, no passing the list on. Every message tells you how to come off the list, and a one-line reply does it. Legal basis: your consent, which you can withdraw at any time.

2.3 Support requests

When you send a request through the support portal we receive what you type — your name, email address, the product, a summary, a description, steps to reproduce — plus any files you attach and any links to files you give us.

If you open the portal from a product’s Support button, the product also fills in your setup, so you don’t have to: product version and build, your operating system, computer model, processor and memory, the plug-in format and host application, sample rate and buffer size, the name and email address on your licence and its status, and a few product-specific settings (for MOES, for instance, the track width and which modules are in use). Those details travel inside the web address the product opens, never to our server on their own: you see them on the form and nothing is sent until you press Send. You can edit or clear any of them first.

We use all of this to answer you, reproduce the problem and fix it, and — across requests — to see which setups run into which problems so the products get better. If you tick “Email me when an update fixes this”, we’ll also email you, once, when a fix ships; that email is never automatic and never sent if the box is unticked.

A few mechanics worth knowing. When you press Send, the request waits in a folder on our server, outside the website, until our support desk collects it, usually within hours; it is then deleted from the server. Our support desk is an application running on a computer in our studio. We send you a confirmation email with a reference, and replies you send to support@twoears-audio.com are read by the support desk so that the whole exchange stays with your request. To stop the form being abused, the server counts requests per connection for 24 hours using a salted, one-way hash of the IP address, not the address itself. Legal basis: performing our contract with you if you own the product; otherwise our legitimate interest in helping people who use our products and improving them.

Files you send. Attachments stay with your request. If you give us a link to an AAF or a session export, we only download it if you’ve told us we may, and the form asks what we may do with it: check it for this request, then delete it, or also keep it to help improve AAF Inspector. We respect whichever you choose, and we treat anything in those files as confidential.

2.4 Buying a product

Checkout is run by Paddle, our reseller and merchant of record (terms, section 3). Paddle collects what it needs to take the payment and account for tax — name, email address, country, payment details, and a VAT number if you give one — and is the controller for that checkout data under Paddle’s privacy policy. Paddle passes us your name, email address, country, what you bought and the order reference. We never see your card or bank details. Legal basis: performing the contract with you; keeping order records is also a legal obligation (UK tax and company law).

2.5 Your licence and trials

To issue and look after a licence we keep your name, email address, the product, the licence key, when it was issued, and later anything you ask us to do with it — a reassignment or a transfer. The licence itself carries the name and email address it was issued to, which is why they appear inside the product.

Activation happens in your browser, not in the product. The product’s Activate button opens a page on this site with your email address, licence key and a code for that computer filled in. You see all of it on the page, and nothing is sent until you press Activate; the page then gives you a licence file to load into the product. For each computer a licence is activated on we keep a one-way (hashed) identifier made from that code — never a readable description of the machine — so the two-computer limit works and so you can deactivate a computer yourself on the My licences page.

Trials for the plug-ins are issued the same way and need a name and email address, because the trial licence is made out to them; we keep that record so a trial is used once per person per product.

Update emails. The products don’t check for updates, so when we release an update to a product you own we email the address on the licence to say so. These are the only emails a licence brings with it, and each one says how to stop them. Legal basis: performing the contract with you; for the update emails, our legitimate interest in keeping your software current, which you can opt out of at any time.

2.6 Email and other contact

If you email us, we keep the correspondence for as long as we need it to deal with the matter and for a reasonable time afterwards. Legal basis: our legitimate interest in answering and keeping a record of what was said.

2.7 The products on your computer

MOES, LCR Tools, AAF Inspector and MTrack Inspector don’t send anything to us on their own: no usage statistics, no crash reports, no online licence checks, no update checks. Everything they do — including reading the AAFs, stems and sessions you point the apps at — happens on your machine. The two exceptions are the Support button, described in 2.3, and the Activate button, described in 2.5: each opens a web page on this site in your browser, with your details shown on the page before anything is sent, and the product itself sends nothing. If this ever changes, this page will say so before it does.

3Who we share it with

We don’t sell personal data, share it with advertisers or pass it to anyone to market to you. The people and companies who handle it on our behalf, or alongside us, are:

• Paddle (Paddle.com Market Limited, London, and its group companies) — our reseller and merchant of record, which runs the checkout, takes payment, handles tax and refunds and sends invoices.
• IONOS — the company that hosts this website, the support portal and our email.
• Google — only for delivering the Inter typeface to your browser, as described in 2.1.
• Professional advisers such as our accountant, who see order records as part of our accounts.
• Authorities, where the law requires us to.

The support desk that handles your requests is our own, running on our own computer; your support history isn’t held by a third-party helpdesk service.

4Where it’s stored, and transfers abroad

Our website, support portal and mailboxes are hosted by IONOS in its data centres in the UK and the EU, and so is the database that holds licence records, so activation works whether or not our studio is switched on. Support requests, once collected, live on a computer in our studio in the UK. Paddle is a UK company; where it moves data to its group companies or suppliers outside the UK and EU, it does so under the standard contractual clauses and the UK addendum, as set out in its privacy policy. Google serves fonts from servers around the world, including the United States; the data involved is limited to the request details described in 2.1, and Google’s UK and EU transfers are covered by its own safeguards.

5How long we keep it

6Security

The site and the support portal are served over HTTPS. Requests waiting on the server sit outside the web-accessible folder and are removed once collected. The support desk runs on a computer in our studio that only we have access to, and the support mailbox is used for nothing else. We keep access to all of this to the people who need it, which in a company this size means the director. No system is perfectly secure, but we don’t collect what we don’t need, which is the best protection there is.

7Your rights

Under the UK GDPR (and the EU GDPR if you’re in the EU) you can ask us to:

• tell you what personal data we hold about you and give you a copy (access);
• correct anything that’s wrong (rectification);
• delete it, where we no longer have a reason to keep it (erasure);
• stop using it in a particular way, or pause while a question is sorted out (restriction and objection);
• give you the data you provided in a usable file (portability);
• stop sending you launch news, or anything else you consented to (withdrawing consent).

Email hello@twoears-audio.com. We’ll reply within one month, and we may ask you to confirm it’s you before sending anything out. Some records we have to keep regardless — order records for tax, for instance — and we’ll say so if that applies.

If you’re not happy with how we’ve handled something, you can complain to the UK’s Information Commissioner’s Office at ico.org.uk (helpline 0303 123 1113), or to the data-protection authority in your own country if you’re in the EU. We’d appreciate the chance to put it right first.

8Cookies and local storage

This site sets no cookies. The support portal remembers the name and email address you last typed, in your browser’s local storage, so you don’t have to type them again; that stays on your device, is never sent anywhere by itself, and disappears when you clear your browser’s site data. Paddle’s checkout, when you reach it, uses its own cookies to run the payment; Paddle explains those in its policy.

9Children

Our products and this site are made for working audio professionals. We don’t knowingly collect personal data from anyone under 16, and if we learn we have, we’ll delete it.

10Changes

If we change how we handle your data — a new service, a new purpose — we’ll update this page first and change the version and date at the top. For anything significant we’ll also say so on the site. Current version: 1.1, 8 October 2026.

11Contact

The terms for buying and using our products are in our terms & conditions.