Privacy policy

Last updated: 23 July 2026.

Who we are

HPY Labs Limited is the controller of personal information handled through the Nexus website, sales process, licensing service and support operation. References to “Nexus”, “we”, “us” or “our” in this policy mean HPY Labs Limited.

Questions, requests and privacy enquiries can be sent through our contact page ↗.

Information we collect

Depending on how you interact with us, we may collect:

contact details, including your name, email address, telephone number and location;
enquiry details, demonstration and private Video Hub access requests, project information, installation requirements and messages you send to us;
order, billing, licence, entitlement and payment-matching information;
account details and records of software or services supplied to you;
support correspondence and diagnostic information you choose to provide;
technical information such as IP address, browser type, request time and security logs generated by our hosting infrastructure; and
anonymous aggregate public website and interactive demo counters, including pages opened, selected actions and referral or campaign source. These counters do not use a visitor identifier, store an analytics IP address or user-agent, create individual journeys or link browsing activity to a form submission;
your selected pricing currency, stored locally in your browser.

We do not receive your complete payment-card details. Payments made through Revolut are processed by Revolut under its own privacy information.

How we use information

We use personal information to respond to enquiries, provide requested demonstration access, recommend a Nexus setup, process and match orders, create and administer accounts, provide licences and downloads, deliver updates, provide support, investigate faults, secure our services, prevent fraud, meet legal and accounting obligations, and improve Nexus.

We do not sell personal information and do not use it for third-party behavioural advertising.

Our lawful bases

We process information where it is necessary to take steps at your request or perform a contract with you; to comply with legal obligations; or for our legitimate interests in operating, securing, supporting and improving Nexus and communicating with customers. Where the law requires consent, we rely on consent and you may withdraw it at any time.

Who receives information

We disclose information only where needed. This may include service providers that host or secure the website and NexusCloud, Mailgun for delivery of enquiry and checkout emails, Revolut for payment processing, professional advisers, and public authorities where disclosure is legally required. Providers act under their own terms or our instructions, as appropriate.

When you choose to connect Nexus to a third-party product or service, information required for that integration may be exchanged with that provider. Its own privacy policy will apply to its processing.

International transfers

Some suppliers may process information outside the United Kingdom. Where data-protection law requires it, we use an approved transfer mechanism or another lawful safeguard and assess the protection available for the information.

How long we keep information

We retain personal information only for as long as reasonably needed for the purpose for which it was collected, including providing Nexus, maintaining licence and support records, resolving disputes, preventing abuse and meeting tax, accounting and other legal requirements. Retention depends on the type of record and our relationship with you. Information that is no longer required is deleted or anonymised.

Security

We use proportionate technical and organisational measures designed to protect personal information against unauthorised access, alteration, loss or disclosure. No internet service can be guaranteed completely secure, so please contact us promptly if you believe information connected with Nexus has been compromised.

Local Nexus data

Nexus is designed to keep media files, library indexes, household configuration, profiles, playback activity and room data on the Nexus Server in your home. Nexus reads media from your existing library or network storage rather than uploading it to us. Limited connections may still be made for licensing, entitlement and update delivery, public metadata and artwork, configured integrations, and support diagnostics you explicitly approve.

You are responsible for deciding who may use your household Nexus system and for the personal information stored on equipment you control.

Your rights

Depending on the circumstances, UK data-protection law may give you rights to access, correct, erase or restrict your personal information; object to processing; receive portable data; and withdraw consent. These rights are not absolute and an exemption may apply. Contact us to make a request. We may need to verify your identity before acting.

You may also complain to the UK Information Commissioner’s Office. We would appreciate the opportunity to address your concern first, but this does not affect your right to contact the regulator.

Children

The public Nexus website and purchasing process are not directed at children. If you believe a child has provided personal information to us without appropriate authority, please contact us.

Cookies and similar technologies

We use short-lived anonymous session data for the statistical purpose of measuring sessions, page views, engagement, aggregate navigation paths, referrals, campaigns and coarse device categories. Raw session state is removed within 24 hours and does not contain IP addresses, complete user-agent strings or a permanent visitor identifier. Aggregate statistics are retained to understand and improve the website.

Protected-video viewing milestones and watch time are recorded only when statistical measurement has not been disabled. Temporary one-way network hashes may be used to rate-limit incorrect video access codes and are automatically removed. Our use of browser storage, the opt-out control and protected-video access cookie are explained in the cookie policy ↗.

Changes to this policy

We may update this policy when our services, suppliers or legal obligations change. The latest version will appear on this page with its revision date. We will provide additional notice where a change materially affects how we use personal information.