Privacy policy

Last updated: October 2026

1. Who we are

SOS Unlock is a trading name of Simplix One Ltda, a Brazilian company (company number CNPJ 60.709.848/0001-16) registered at Rua Camacam, 249, box 25, Vila Anastácio, 05095-000 São Paulo (SP), Brazil. We are the controller of the personal data described in this policy.

For any question about your data, email help@sosunlock.com or message us on WhatsApp at +55 31 99687-3771.

As a Brazilian company, we follow Brazil's data protection law (LGPD). Because our services are also offered to people in the United Kingdom and in the European Economic Area (EEA), the UK GDPR, the Data Protection Act 2018 and the EU General Data Protection Regulation (GDPR) apply, and this policy explains the rights they give you.

2. What data we process

  • Contact details: name, phone and WhatsApp number, and email.
  • Answers to the website assessment: what happened, the platform, the type of account, the approximate number of followers or income range, and when it happened.
  • Case data: the account's username and link, screenshots, messages exchanged with the platform and any other documents you send us to resolve the case.
  • Contract data: full name as shown on your passport, passport number, address, occupation, marital status and electronic signature.
  • Payment data: amount, date and payment method, processed by the payment provider. We do not store your full card details.
  • Browsing data: pages visited, where your visit came from (for example, the ad or search that brought you), type of device and the reference code created by the assessment.

3. Why we use your data and on what legal basis

  • Replying to you, assessing your case and sending a proposal: steps taken at your request before a contract (Article 6(1)(b) UK GDPR and EU GDPR).
  • Providing the service, preparing the contract and taking payment: performance of a contract (Article 6(1)(b)).
  • Meeting legal, tax and accounting obligations: legal obligation (Article 6(1)(c)).
  • Measuring visits and the results of our ads: your consent, where the law requires it (Article 6(1)(a)), or our legitimate interest in knowing where requests come from, using as little data as possible (Article 6(1)(f)).
  • Protecting the website, preventing fraud and defending our rights in a dispute: legitimate interest (Article 6(1)(f)).

We do not sell your data and we do not use it for third-party advertising.

4. Who we share your data with

  • The IT technicians working on your case.
  • HV Advocacia, our partner law firm in Brazil, if your case goes to court, with your agreement and under a separate contract. The server that records the assessment reference code is also run by HV Advocacia on our behalf.
  • Providers that help us operate: WhatsApp and Meta (conversations), Google (website and ad measurement), our customer management system, an electronic signature platform, payment providers and website hosting. Each one uses the data only to provide its service to us.
  • Authorities, when the law requires it.

5. Transfers outside the UK and the EEA

We are a Brazilian company: your data is processed in Brazil and by providers that may be in other countries, such as the United States. When you contact us from the UK or the EEA, the transfer is necessary to assess your request and provide the service you asked for (Article 49(1)(b) UK GDPR and EU GDPR). The large providers we use apply their own safeguards, such as the standard contractual clauses approved for these transfers.

6. How long we keep your data

We keep your data for as long as needed to reply to your request and provide the service. After that, we keep only what is needed to meet legal and tax obligations and to defend ourselves against any claim, for the period set by the applicable law for those situations. If you do not become a client, you can ask us at any time to delete the conversation and your assessment answers.

7. Security and confidentiality

Account recovery and content removal cases are handled in confidence. Only the team working on your case can access your data, and we use technical and organisational measures to protect it against unauthorised access, loss or alteration.

In some cases we ask for account access details in order to recover the account. They are used only for that purpose and are no longer used once the case ends. We recommend changing your password when the work is finished.

8. Your rights

You can ask at any time for: access to your data and a copy of it; correction; deletion; restriction of processing; data portability; and you can object to processing based on our legitimate interest. Where processing depends on your consent, you can withdraw it whenever you like, without affecting what was done before.

To exercise any right, email help@sosunlock.com or message us on WhatsApp at +55 31 99687-3771. We reply within one month.

You can also complain to a supervisory authority: in the UK, the Information Commissioner's Office (ico.org.uk); in the EEA, the authority of the country where you live or work.

9. Automated decisions

The website assessment sorts requests by priority based on your answers. This only sets the order in which we reply: decisions about your case are always made by a person on our team. We do not make decisions with legal effects on you by automated means alone.

10. Cookies and measurement

In the UK, the EEA and Switzerland, we show a banner where you can accept or refuse measurement. Until you accept, Google's tools do not store analytics or advertising cookies in your browser and receive only technical signals without identifiers, and the website does not store where your visit came from.

If you accept, the website stores in your browser (local storage) where your visit came from, for example the ad that brought you, to link your WhatsApp conversation to your request. You can change your choice at any time under “Cookies” in the footer, and delete this data in your browser settings.

11. Children

If you are under 18, the request and the contract are made by your parent or legal guardian.

12. Changes to this policy

We may update this policy. The current version is always on this page, with the date of the last update. Please also see our Terms of use (in Portuguese).