Terms of service

Welcome to ELLO

These Terms of Service (“Terms”) govern your use of ELLO's products, services, website, and applications (collectively, “Services”).
By using ELLO, you agree to these Terms. Please read them carefully — we’ve written them in plain language because clarity matters as much here as it does in your home.

1. What ELLO Does

ELLO is designed to bring peace of mind to your everyday life.
Our products help you stay aware, not overwhelmed — giving you security that feels simple, private, and human.

When you use ELLO's Services, you agree that:

• You’ll use them responsibly and for lawful purposes only.

• You won’t misuse or interfere with our systems, servers, or data.

• You’ll respect the privacy and safety of others.

2. Your Account

To use certain features, you may need to create an ELLO account.
Please keep your login credentials private and secure — you’re responsible for activity under your account.

3. Privacy and Data

Your trust is the foundation of everything we build.
We don’t sell your data.
You control where your video footage is stored — locally on your device or securely in the cloud.

4. Product Use and Limitations

ELLO's products are designed for personal and household use.
While we work hard to ensure accuracy and reliability, ELLO should not be used as a substitute for emergency systems or law enforcement.
Always act with care and contact authorities in urgent situations.

5. Intellectual Property

All content, design, and technology within ELLO's Services belong to ELLO or its licensors.
You may not copy, modify, or distribute our materials without permission.

6. Software Updates

To keep ELLO secure and functional, we may automatically update the app or firmware.
By using our Services, you agree to receive these updates.

7. Limitation of Liability

We strive to make ELLO safe and reliable, but no system is perfect.
ELLO and its affiliates are not responsible for losses or damages that result from misuse, unauthorised access, or factors beyond our control.

8. Changes to These Terms

We may update these Terms occasionally.
When we do, we’ll post the new version here with the updated date.
By continuing to use ELLO, you accept the revised Terms.

Security Policy

Information On How to Report Security Issues

Protecting our customers from threats to their security is always an important task for ELLO. As a key player in global

Networking and Smart Home markets, we will do our utmost to provide our users with secure stable products and

services, and to strictly protect the privacy and security of their data.

We welcome and encourage all reports related to product security or user privacy. We will follow established

processes to address them and provide timely feedback.

Report Vulnerabilities to ELLO

We strongly encourage organisations and individuals to contact ELLO’s security team to report any potential security

issue.

To report a security or privacy vulnerability, please send an email to support@helloello.co with the product model and software version, describe the detailed security issue to us. ELLO will endeavour to respond to the report within 6 working days.

ELLO will need to obtain detailed information about the reported vulnerability to more accurately and quickly begin the verification process.

Responsible Reporting Guidelines

1. All parties to a vulnerability disclosure should comply with the laws of their country or region.

2. Vulnerability reports should be based on the latest released firmware, and preferably written in English.

3. Report vulnerabilities through the dedicated communication channel. ELLO may receive reports from other

channels but does not guarantee that the report will be acknowledged.

4. Adhere to data protection principles at all times and do not violate the privacy and data security of ELLO’s users,

employees, agents, services or systems during the vulnerability discovery process.

5. Maintain communication and cooperation during the disclosure process and avoid disclosing information about

the vulnerability prior to the negotiated disclosure date.

6. ELLO is not currently operating a vulnerability bounty program.

How ELLO Deals with Vulnerabilities

ELLO encourages customers, vendors, independent researchers, security organisations, etc. to proactively report any potential vulnerabilities to the security team. At the same time, ELLO will proactively obtain information about vulnerabilities in ELLO products from the community, vulnerability repositories and various security websites. In order to be aware of vulnerabilities as soon as they are discovered.

ELLO will respond to vulnerability reports as soon as possible, usually within 6 business days.

ELLO Security will work with the product team to perform a preliminary analysis and validation of the report to determine the validity, severity, and impact of the vulnerability. We may contact you if we need more information about the reported vulnerability.

Once the vulnerability has been identified, we will develop and implement a remediation plan to provide a solution for all affected customers.

Remediation typically takes up to 90 days and in some cases may take longer.

You can keep up to date with our progress and the completion of any remediation activities.

ELLO will issue a security advisory when one or more of the following conditions are met:

1.  The severity of the vulnerability is rated CRITICAL by the ELLO security team and ELLO has completed the vulnerability response process and sufficient mitigation solutions are available to assist customers in eliminating all security risks.

2.  If the vulnerability has been actively exploited and is likely to increase the security risk to ELLO customers, or if the vulnerability is likely to increase public concern about the security of ELLO products, ELLO will expedite the release of a security bulletin about the vulnerability, which may or may not include a full firmware patch or emergency fix.

Information on Minimum Security Update Periods

The Support Period for ELLO components is actively maintained considering security updates from Jan 2026 to Jan 2028.

*This list is constantly being updated and subject to change without notice.