Privacy and security policy
Effective Date: 2023-05-25
OUR COMMITMENT TO YOUR PRIVACY
If you cannot, or will not, provide us with the personal information we reasonably require, we may be unable to provide you with the information, goods or services you have requested.
“Personal Data” is information or pieces of information that could allow you to be identified, such as for example:
Name and contact details (e.g. postal and email address, telephone number)
Account information (e.g. user name, profile picture or social media account ID)
Country of residence
Technical information, e.g. screen/user name, IP address, browser and device data, information collected through cookies, pixel tags and other technologies, server log file data, app usage data and location data
Preferences (e.g. shopping habits, preferred educational courses)
Company name and address
Credit and debit card number
How do we collect Personal Data?
We collect Personal Data in a variety of ways:
Directly from you: Information is collected directly from you, either by you providing the information directly to us or you acting in a manner that provides us with the information, for example:
Offline: We collect Personal Data from you offline, for example when you contact customer service, enrol in a product or service or provide information to us in writing.
Online: We collect your Personal Data through the EF Products, for example when you sign up for a newsletter or a brochure, enrol in a product or service.
We also collect Personal Data:
Through cookies. Cookies allow a web server to transfer data to a computer or device for recordkeeping and other purposes. If you do not want
Through your use of a mobile application. When you download and use one of our mobile applications, and to the extent allowed by your privacy settings in the application, we track and collect mobile application usage data, such as the date and time the mobile application on your device accessing our servers and what information and files have been downloaded to the mobile application based on your device number as well as statistics on malfunctions and crashes that the users experience.
Through your device. Provided that you have enabled that function on your device, we collect the physical location of it to provide you with personalized location-based services and content. Read more about such services under “How do we use Personal Data?”
From our corporate affiliates, business partners, assistance providers or claim handlers. We may receive Personal Data from other parties in conjunction with your course/program, including:
Our corporate affiliates, such as the local EF company that promotes the sales of or resells our services and offers customer service in your country of residence and provides us with the Personal Data that is needed to come to an agreement with you on your order or provide you the services you have signed up for
If you browse our sites
We may also collect information about your use of our services through your browser to trace activity on our sites, such as your Media Access Control (MAC) address, computer type (Windows or Macintosh), screen resolution, operating system name and version, device manufacturer and model, language, Internet browser type and version, service provider, and the name and version of the EF Product you are using.
How do we use Personal Data?
Your Personal Data will be processed by EF for the purposes of providing you with the products and services that you have ordered, for customer service, administrative services or as otherwise necessary to perform the contract between you and us or as further described in this policy.
We may also use Personal Data:
For statistical purposes, calculating usage levels, and helping diagnose server problems with the EF Products as well as to ensure that the EF Products function properly.
To allow you to contact and be contacted by other users through the EF Products, as permitted by the applicable product.
To allow you to participate on message boards, chat, profile pages and blogs and use other services enabling you to post information and materials.
If you have given your consent, to analyse and improve our offers by identifying usage trends, determining the effectiveness of our promotional campaigns and tailoring the EF Products experience and content based on your past activities on the EF Products. For example, depending on what EF Product you have searched for on our website, or in previous browsing, the offer presented to you on the EF Products may be limited to a specific language, course length or budget.
To provide you with personalized location-based services and content through the use of your device’s physical location. For example, you will be redirected to the local EF website in your language if your device indicates that you are browsing from that country, or you may be suggested the nearest EF office to your location for visits or information.
To market our products and services, including special promotions based on your interests, for example through email marketing solutions such as Salesforce Marketing Cloud’s management software which maintains mailing lists and schedules and modifies email messages based on what recipients read, click-on or forward. All such email communication will include a clear unsubscribe link.
To help the teacher, the customer success team takes notes about you personal information in order to prepare for future classes and improve the learning experience.
How do we share Personal Data?
We may share your Personal Data with our corporate affiliates, business partners and service providers both within and outside the EEA/Switzerland:
Our corporate affiliates are for example a local EF company that promotes the sales of our services and offers customer service in your country of residence, or one of the principal companies that is offering another of EF’s program.
Service providers, such as providers of IT systems, for example for managing customer relations or payments, scheduling classes or storing learning results; or providers of software and services for digital marketing automation and analytics.
Our teachers may take notes about you and your classroom performance for reference when preparing future classes. These notes may also be shared with your future teachers.
We also share Personal Data as we believe to be necessary: (a) under applicable law; (b) to comply with legal process; (c) to respond to requests from public and government authorities including public and government authorities outside your country of residence; (d) to enforce our terms and conditions or a contract; (e) to protect our operations or those of any of our affiliates; (f) to protect our rights, privacy, safety or property, and/or that of our affiliates, you or others; and (g) to allow us to pursue available remedies or limit the damages that we may sustain.
The EF English Live mobile application is using a crash reporting tool, Crashlytics, a business division of Google Inc., to send us information about bugs and crashes that users experience. The application automatically collects certain information that does not personally identify users of it. This information includes, but is not limited to, information on the device such as device ID, device mode, time of failure and the physical location of a device at the time of a crash.
International Data Transfers
EF has business activities in several different countries, and your Personal Data may be shared with affiliates of EF or other recipients as described above that have a need to receive such data for the purpose of performing the services you have requested, or according to this policy. Such recipients may be located outside your own country, including countries outside the EEA/Switzerland/UK that do not ensure the same level of protection as the country where you are domiciled, including USA and India. Unless the European Commission has decided that a country ensures an adequate level of protection for personal data, EF will use contracts based on the European Commission’s standard data protection clauses for international transfers of personal data to ensure compliance with applicable law. You have a right to ask us for a copy of the standard data protection clauses (by contacting us as set out in the Contact Us section below).
On what do we base our right to collect and use Personal Data?
We base our right to collect and use your Personal Data on the need to do so in order to provide you with the services or products that you have ordered from us, or when there is a legitimate interest for us (i.e. the service provider) to use your personal data, such as for the marketing of products or services similar to the one(s) you have already purchased from that same legal entity.
Please note that we ask you not to disclose any sensitive personal information on or through the site or otherwise to us.
To the extent that we use your Personal Data to send you offers beyond what is considered to be within our legitimate interest, such as marketing of products and services provided by an EF affiliate, we base this on your specific consent.
How long do we store personal data?
We will only keep your Personal Data for five (5) years after the expiry of your account, in order to be able to provide you the possibility to re-activate your account, should you decide to purchase additional courses from us; or otherwise for as long as it is necessary for the purposes for which it has been collected or in accordance with time limits stipulated by law and market practice, unless further retention is necessary for compliance with a legal obligation or for the establishment, exercise or defence of legal claims or unless a specific time period has been communicated.
We will keep limited parts of your Personal Data which are necessary for marketing purposes until you withdraw your consent, but in no event for longer than 5 years after your last completed service or delivery of product.
We use appropriate organizational, technical and administrative measures to keep the Personal Data under our control accurate and up-to-date, as well as to protect the Personal Data against unauthorised or unlawful processing and the accidental loss, destruction or damage of the Personal Data.
COMMUNICATION FROM THE SITE
To send you an Email English lesson every day, we would, of course, need to know your email address. As an Email English subscriber, you will be added to our mailing list to receive occasional emails about service updates, special offers, and promotions from EF English Live and other companies within the EF group of companies.
You have the ability to unsubscribe from these emails at anytime, by simply clicking on the unsubscribe link included at the bottom of each email we send.
We will send you strictly service-related announcements on rare occasions when it is necessary to do so. For instance, if our service is temporarily suspended for maintenance, we might send you an email.
Generally, you may not opt-out of these communications, which are not promotional in nature. If you do not wish to receive them, you have the option to deactivate your account.
If at any time you wish to stop receiving marketing communications from us you can use the unsubscribe feature in the marketing communication you received or let us know by using the contact information listed in the “Contact Us” section or by changing your privacy settings in the EF English Live online school. In your request, please indicate that you wish to stop receiving marketing communications from us.
Please note that changes may not be effective immediately. We will endeavour to comply with your request(s) as soon as reasonably practicable.
THIRD PARTY SITES
To use EF Products, you must be at least 18 years old. If you are under the age of 18, you should review this text together with your parent or guardian to make sure you both understand them. If we learn that you are under the age of 18 and that we have collected information about you without consent from your parent or guardian, we will delete the information as soon as possible and you will not be able to use EF Products.
We do not generally seek to collect any sensitive Personal Data. Sensitive Personal Data is data related to racial or ethnic origin, political opinions, religious or philosophical beliefs, health or medical condition, criminal background or trade union membership. In certain situations, this might however be necessary (for example in order to provide you with the services and products you have ordered). We will make sure that we receive your explicit consent to such processing and treat this information securely.
We respect your rights to access and control your information and will respond to requests in according with applicable privacy and data protection legislation. We may ask you to verify your identity and to provide other details to help us to respond to your request.
Depending on the lawful basis for processing upon which we rely, you have a right to:
1. request access to your Personal Data;
2. request that we correct or complete Personal Data that is inaccurate or incomplete;
3. request that we erase your Personal Data, which we will do where required by applicable privacy and data protection legislation;
4. restrict our processing of your Personal Data, in certain circumstances;
5. request that we provide you with copies of your Personal Data in a machine-readable format or transfer it across different services;
6. object to certain types of processing, including where we process your Personal Data on the basis of our legitimate interests and for direct marketing purposes; and
7. where we have asked for your consent to process your data, to withdraw this consent.
These rights are limited in some situations under applicable privacy and data protection legislation – for example, where we can demonstrate that we are under a legal obligation or have other legitimate grounds to process your data.
If you wish to exercise these rights, please contact us using the contact details below. We hope that we can satisfy any queries you may have about the way we process your data. However, if you have unresolved concerns you also have the right to complain to data protection authorities.
We use both session ID cookies and persistent cookies. A session ID cookie expires when you close your browser. A persistent cookie remains on your hard drive for an extended period of time.
We use the service of a third party tracking utility company to track the behavior of visitors to our site. However, we do not have access to or control over their cookies. The information we collect through our third party tracking utility company is completely anonymous and is used to improve our services and marketing efforts.
As is true of most websites, we gather some information automatically and store it in log files. This information includes Internet Protocol (IP) addresses, browser type and language, Internet service provider (ISP), referring and exit pages, operating system, date/time stamp, and clickstream data. We use this information to understand and analyze trends, to administer the site, to learn about user behavior on the site, and to gather demographic information about our user base as a whole.
If you would like to have a copy of the information EF holds about you; a copy of the standard data protection clauses or would like to exercise any of your rights, please contact us at the address EF Language Learning Solutions Ltd., Haldenstrasse 4, 6006 Lucerne, Switzerland or click here.
If you have complaints about our handling of your Personal Data, you have a right to contact the supervisory authority in the country where you live.