5stream Privacy Policy

5stream Pty Ltd (ABN 57 617 498 316)
242 Victoria Street, Brunswick, Victoria 3056, Australia
info@5stream.com

Last updated: 17 September 2026

1. Who we are and what this policy covers

5stream Pty Ltd (“5stream”, “we”, “us”) is an Australian live streaming and cloud production company. This policy explains how we collect, use, store and share personal information when you interact with:

  • 5stream.com and our other websites and web forms
  • Cloudmix — our cloud-based live production and distribution platform, including its web application and API
  • Cloudmix Scout — our iOS app that lets you contribute live camera and microphone feeds into a Cloudmix or Zeti production from your iPhone
  • Zeti — our low-latency in-venue commentary and fan experience service, including its web player
  • LiveHQ — our 24/7 broadcast management, monitoring and event support services
  • Stream delivery — video players, embed codes and streaming infrastructure we operate on behalf of our customers
  • Our sales, support and account management activities (email, phone, meetings, trade shows)

Two roles: when we decide, and when our customers decide

We handle personal information in two distinct capacities, and your rights differ depending on which applies:

5stream as the responsible party (a “controller” under the GDPR). This covers our own website, marketing, sales, billing, support, and the accounts of people who log in to Cloudmix, Cloudmix Scout, Zeti or other 5stream services. We decide what is collected and why. This policy applies in full.

5stream as a service provider (a “processor” under the GDPR). When a customer — for example a sports federation, league, broadcaster or production company — uses Cloudmix, Cloudmix Scout or Zeti to produce and distribute their content, the video, audio, data and viewer information that flows through our platform belongs to that customer. We process it only on their instructions and under our contract with them. If you are a viewer of a stream, a commentator, a remote guest or an event participant, the organisation running the broadcast is responsible for your personal information and their privacy policy applies to how it is used. We will refer any request you make to us on to them where appropriate.

2. What we collect

2.1 Information you give us

  • Contact and account details — name, email address, phone number, organisation, job title, and login credentials when you create an account, sign a contract, request a demo, subscribe to updates or contact us.
  • Billing details — billing address, purchase order numbers, and payment information.
  • Communications — emails, support tickets, chat messages, call notes and meeting records, including anything you send our LiveHQ team during an event.
  • Business card and event information — details you share with us at trade shows, expos and conferences.
  • Content you upload or stream — video, audio, graphics, overlays, playlists, recordings and clips you put through Cloudmix, Cloudmix Scout or Zeti. Where this includes images, voices or names of people, that is personal information and we hold it on your behalf (see Section 1).

2.2 Information collected automatically

  • Platform and API usage — login times, actions taken in Cloudmix, API calls, channel and workflow configuration, error logs and diagnostic data.
  • Stream and playback telemetry — IP address, approximate location derived from IP, device and browser type, operating system, player version, stream quality metrics (bitrate, buffering, latency, dropped frames), session duration and viewing time. We collect this to run the service, monitor quality of service and troubleshoot.
  • Cloudmix Scout app data — device model and operating system version, app version, a device or installation identifier, push notification token (if you opt in), and connection and stream quality data. Cloudmix Scout does not collect GPS or other location data, and does not track you across other companies’ apps or websites.
  • Network information — our authentication and streaming services process network information, including your IP address, to establish connections and to provide and secure the service. Our authentication provider (Firebase) uses your IP address for security and to prevent abuse.
  • Crash reporting and performance data — we use Sentry to collect crash reports and performance metrics from Cloudmix Scout, such as error traces, device and OS details, app version and timing data, so we can find and fix faults. These reports do not include your camera or microphone content.
  • Website analytics and cookies — see Section 7.
  • Security logs — access attempts, authentication events and network logs used to protect our infrastructure.

2.3 Camera and microphone (Cloudmix Scout)

Cloudmix Scout’s purpose is to capture live video and audio from your device and send it to a Cloudmix or Zeti production. To do this the app asks for permission to use your device’s camera and microphone.

  • We access the camera and microphone only while you are actively contributing to a live production or previewing your feed in the app. We do not capture in the background or when the app is closed.
  • The video and audio you capture is transmitted to Cloudmix or Zeti and to the production you are contributing to. It is handled as customer content (see Section 1): the organisation running the production controls how it is used, distributed and recorded, and its privacy policy applies to that use.
  • We do not use camera or microphone data for any purpose other than delivering the live feed, monitoring stream quality and troubleshooting. We do not use it to identify you biometrically, train models, or build advertising profiles.
  • You can revoke camera and microphone permission at any time in your device settings. The app will not be able to contribute a feed without them.

2.4 Information from other sources

  • Our customers — when a customer adds you to Cloudmix, Cloudmix Scout or Zeti as a contributor, remote guest, commentator, operator or viewer.
  • Publicly available and business sources — LinkedIn, company websites and event attendee lists, used for business-to-business sales outreach.
  • Service providers — our CRM, analytics and communications tools may enrich contact records with publicly available business information.

We do not deliberately collect sensitive information (such as health, racial or ethnic origin, political or religious views, or biometric data). If it appears incidentally in content streamed through our platform, we process it only on our customer’s behalf and instructions.

3. Why we use your information

We use personal information to:

  • Provide our services — create and administer accounts, run live productions, deliver streams, provide LiveHQ support, and process API requests.
  • Operate and improve the platform — monitor stream health, detect and fix faults, measure latency and quality, plan capacity and develop new features.
  • Support you — respond to enquiries, resolve incidents and provide 24/7 event support.
  • Bill and administer contracts — issue invoices, take payment, manage renewals and keep financial records.
  • Sell and market our services — follow up with people we meet at events, send information about Cloudmix, Zeti and 5stream services, and manage our sales pipeline. You can opt out of marketing at any time (Section 6).
  • Keep things secure — protect against unauthorised access, abuse, fraud and attacks on our infrastructure and our customers’ streams.
  • Meet legal obligations — comply with tax, accounting, contract and regulatory requirements, and respond to lawful requests.

If you are in the EU, UK or a similar jurisdiction, our legal bases are: performance of a contract with you or your organisation; our legitimate interests in running, securing and growing our business (balanced against your rights); your consent, where we ask for it (for example, marketing to individuals or optional cookies); and compliance with legal obligations.

4. Who we share it with

We do not sell personal information. We share it only as described here.

4.1 Service providers and sub-processors

We use third-party providers to run our business and platform. They may process personal information on our behalf under contracts that restrict their use of it. Categories include:

  • Cloud hosting and infrastructure — Amazon Web Services, Linode, Dolby.io, Cloudflare
  • Authentication — Google Firebase
  • Crash reporting and performance monitoring — Sentry
  • Content delivery networks — Bunny.net, Cloudflare
  • Contribution and encoding partners — LiveU
  • Customer relationship management and email — HubSpot, Google Workspace
  • Accounting and invoicing — Xero
  • Payment processing — Stripe
  • Internal collaboration and support tooling — Slack, ClickUp
  • App distribution — Apple App Store for Cloudmix Scout
  • Website and analytics — Google Analytics, Cloudflare Web Analytics

A current list of sub-processors is available on request.

4.2 Our customers

If you access Cloudmix, Cloudmix Scout or Zeti through a customer’s production (as a contributor, commentator, operator or viewer), that customer can see the information associated with your participation, and we share usage and quality data with them about their own broadcasts.

4.3 Distribution platforms you choose

When you or a customer configure Cloudmix to publish to a third-party platform (for example YouTube, Kick, Twitch, a social network, a betting or OTT platform), that platform receives the stream and applies its own privacy policy.

We may share information with our lawyers, accountants and insurers; with a buyer or successor if 5stream or a business line is sold or restructured (including within our group entities, 242co and Cloudmix Pty Ltd); and where required by law, court order or a regulator, or to protect the safety or rights of 5stream, our customers or the public.

5. International transfers

5stream is based in Melbourne, Australia. Our team includes staff and contractors in Australia, Serbia and Canada, and our infrastructure and service providers operate in Australia, the United States, the European Union and other locations chosen to place production and delivery close to the event or audience.

This means your personal information may be accessed from, or stored in, countries other than your own. Where we transfer information out of Australia we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles. Where we transfer information out of the EU or UK we rely on adequacy decisions, the European Commission’s Standard Contractual Clauses or the UK International Data Transfer Agreement, and equivalent contractual protections with our providers.

6. Marketing and your choices

We send business-to-business marketing to people we have met, who have enquired with us, or who work for organisations in our industry. Every marketing email includes an unsubscribe link, and you can also opt out by emailing info@5stream.com. We will still send you service, billing and security communications if you have an account with us.

We do not send marketing to children and do not target advertising based on viewing behaviour of individual stream viewers.

7. Cookies and similar technologies

Our websites and web applications use cookies and similar technologies for:

  • Essential operation — keeping you logged in, remembering session state, security and load balancing. These cannot be switched off.
  • Preferences — remembering settings such as player volume, quality or language.
  • Analytics — understanding how our websites and players are used so we can improve them.
  • Player telemetry — measuring stream performance (Section 2.2). This is used for quality of service, not advertising.

You can control cookies through your browser settings. Blocking essential cookies may stop parts of Cloudmix, Cloudmix Scout or Zeti from working.

8. Security

We take the security of live broadcast infrastructure seriously. Our measures include encrypted transport for streams and management traffic (for example SRT, TLS and WebRTC), access controls and role-based permissions in Cloudmix, private networking between our facilities and cloud environments, logging and monitoring, and 24/7 operational oversight by our LiveHQ team. Access to customer content and personal information is limited to staff who need it for their role.

No system is perfectly secure. If we become aware of a data breach that is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme, and notify EU/UK regulators and affected customers where the GDPR requires it.

9. How long we keep information

We keep personal information only as long as needed for the purposes in this policy:

  • Account and contract information — for the life of the customer relationship and 7 years afterwards for tax, accounting and legal purposes.
  • Streamed content, recordings and clips — according to the customer’s configuration and contract term.
  • Platform, stream and security logs — typically 90 days for detailed logs, longer for aggregated statistics.
  • Marketing contacts — until you unsubscribe or we have had no engagement for 24 months.
  • Support communications — 7 years after the matter closes.

When information is no longer needed we delete it or de-identify it.

10. Your rights

You can ask us to:

  • Access the personal information we hold about you
  • Correct information that is inaccurate or out of date
  • Delete your information (subject to legal and contractual retention requirements)
  • Restrict or object to certain processing, including direct marketing
  • Receive the information you gave us in a portable format
  • Withdraw consent where processing is based on consent

To exercise any of these rights, email info@5stream.com. We will respond within 30 days and may need to verify your identity. There is no charge for a reasonable request.

Cloudmix Scout does not create accounts. You sign in with an existing Cloudmix or Zeti account issued and managed by 5stream or by the organisation running the production. To delete that account, or the data associated with it, contact the organisation that issued it or email info@5stream.com. Content you contributed to a customer’s production remains subject to that customer’s retention settings (see Section 1).

If your information was provided to us by one of our customers (Section 1), we will usually need to refer your request to them, and we will tell you who to contact.

If you are in the EU or UK, you also have the right to lodge a complaint with your local data protection authority.

11. Children

Our services are intended for businesses and adult users. Cloudmix Scout and our websites are not directed at children under 16, and we do not knowingly collect personal information from them. Where a customer’s broadcast is aimed at younger audiences, the customer is responsible for complying with applicable children’s privacy laws. If you believe a child has provided us with personal information, contact us and we will delete it.

Our websites, players and products may link to or integrate with third-party services (for example social media, distribution platforms, hardware vendor portals). We are not responsible for their privacy practices. Read their policies before providing them with personal information.

13. Changes to this policy

We may update this policy from time to time. We will post the updated version on 5stream.com with a new “last updated” date, and notify account holders of material changes by email or in-app notice.

14. Contact and complaints

Privacy Officer
5stream Pty Ltd
242 Victoria Street, Brunswick VIC 3056, Australia
info@5stream.com
1300 80 70 20

If you have a complaint about how we have handled your personal information, contact us first and we will investigate and respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or, if you are in the EU or UK, to your local sup