Privacy Policy

1. Introduction

At Level Up English, we respect your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, and share your information when you use our tutoring platform at lessons.levelupenglish.school.

By using our platform, you agree to the collection and use of information as described in this policy.

Who This Policy Applies To

This Privacy Policy applies to:

• Students: Anyone booking or attending lessons
• Teachers: Independent contractors providing lessons through the platform
• Visitors: Anyone browsing our website

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2. Information We Collect

We collect different types of information to provide and improve our services:

2.1 Account Information

When you create an account (as a student or teacher), we collect:

• Name
• Email address
• Password (encrypted and never stored in plain text)
• Profile information (optional profile photo, bio, teaching preferences for teachers)
• Time zone (to schedule lessons accurately)

2.2 Booking & Payment Information

When you book a lesson or make a payment, we collect:

• Booking details: lesson date, time, teacher selection, lesson type
• Payment information: processed securely through Stripe (we do not store your full credit card details)
• Billing address (if required for payment processing)
• Transaction history

2.3 Lesson Data

To provide a quality learning experience, we collect:

• Lesson notes: written by teachers after each session
• Learning progress: tracked through lesson notes and feedback
• Messages: communications between students and teachers through the platform
• Scheduling information: teacher availability, recurring lesson preferences

2.4 Device & Usage Information

When you visit our website, we automatically collect:

• IP address
• Browser type and version
• Device type (desktop, mobile, tablet)
• Operating system
• Pages visited and time spent on pages
• Referring website (how you found us)
• Time zone and language preferences

We collect this data through cookies, log files, and similar tracking technologies. See our Cookies section for more details.

2.5 Video Classroom Data

During lessons in our video classroom:

• We do not record lessons unless explicitly enabled by the teacher
• We collect connection quality data to improve the video experience
• Chat messages within the video classroom are temporarily stored during the session

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3. How We Use Your Information

We use the information we collect for the following purposes:

3.1 To Provide Our Services

• Create and manage your account
• Process lesson bookings and payments
• Connect students with teachers
• Facilitate video lessons through our classroom
• Enable messaging between students and teachers
• Track learning progress and lesson history

3.2 To Communicate With You

• Send booking confirmations and reminders
• Notify you of cancellations or rescheduling
• Respond to your support requests
• Send important platform updates or policy changes
• Provide customer support

3.3 To Process Payments

• Process student payments through Stripe
• Pay teachers their earnings monthly
• Handle refunds and cancellations
• Prevent fraud and unauthorized transactions

3.4 To Improve Our Platform

• Analyze usage patterns to improve user experience
• Fix bugs and technical issues
• Develop new features
• Understand how users interact with the platform
• Optimize lesson scheduling and matching

3.5 For Safety & Security

• Prevent fraud and abuse
• Enforce our Terms & Conditions
• Investigate policy violations
• Protect the safety of students and teachers
• Comply with legal obligations

3.6 Marketing (With Consent)

With your permission, we may send you:

• Updates about new teachers or features
• Promotional offers or discounts
• Educational content and tips

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4. Cookies & Tracking Technologies

What Are Cookies?

Cookies are small text files stored on your device when you visit our website. They help us remember your preferences, keep you logged in, and understand how you use our platform.

Types of Cookies We Use

Strictly Necessary Cookies

These cookies are essential for the platform to function. They enable:

• Account login and authentication
• Secure browsing sessions
• Lesson booking functionality
• Video classroom access

These cookies cannot be disabled as they are required for the platform to work.

Functionality Cookies

These cookies remember your preferences:

• Language settings
• Time zone preferences
• Display preferences (dark mode, etc.)
• "Remember me" login option

Analytics Cookies

These cookies help us understand how users interact with our platform:

• Pages visited and time spent
• Features used most often
• User journey through the platform
• Error tracking and performance monitoring

Managing Cookies

You can control cookies through your browser settings. However, blocking necessary cookies may prevent you from using certain features of the platform.

For more detailed information, see our full Cookie Policy.

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5. Sharing Your Information

We do not sell your personal information to third parties. We only share your data in the following limited circumstances:

5.1 With Teachers (For Students)

When you book a lesson, your teacher can see:

• Your name
• Your profile information (if provided)
• Lesson notes and progress
• Messages you send through the platform

5.2 With Students (For Teachers)

When a student books with you, they can see:

• Your name and profile
• Your teaching experience and bio
• Your availability
• Lesson notes you write

5.3 With Service Providers

We share necessary information with trusted third-party services:

• Stripe: Payment processing (students and teachers)
• Email service providers: Sending notifications and communications
• Cloud hosting: Storing platform data securely
• Analytics tools: Understanding platform usage (anonymized when possible)

These providers are contractually required to protect your data and use it only for the services they provide to us.

5.4 For Legal Reasons

We may disclose your information if required to:

• Comply with legal obligations (e.g., court orders, subpoenas)
• Protect our legal rights
• Prevent fraud or security threats
• Protect the safety of our users

5.5 Business Transfers

If Level Up English is acquired or merged with another company, your information may be transferred as part of that transaction. We will notify you of any such change.

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6. Data Retention

How Long We Keep Your Data

Active Accounts

While your account is active, we retain:

• Account information
• Booking history
• Lesson notes and progress
• Payment records
• Messages (for 12 months)

Inactive Accounts

If your account has been inactive for 2 years:

• We may delete your account and associated data
• We will send you an email warning 30 days before deletion
• You can log in to keep your account active

Deleted Accounts

When you delete your account:

• Your profile and personal information are deleted within 30 days
• Lesson history may be retained in anonymized form for analytics
• Payment records are kept for 7 years for tax and legal compliance
• Some data may remain in backup systems for up to 90 days

Legal Requirements

We may retain certain data longer when required by law, such as:

• Financial records (up to 7 years for tax purposes)
• Records related to legal disputes
• Data needed to prevent fraud

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7. Your Privacy Rights

You have important rights regarding your personal data:

7.1 Right to Access

You can request a copy of all personal data we hold about you. This includes:

• Account information
• Booking history
• Lesson notes
• Payment records

7.2 Right to Correction

You can update or correct your personal information at any time through your account settings. If you need help, contact us at michael@levelupenglish.school.

7.3 Right to Deletion

You can request deletion of your account and personal data. Please note:

• Some data may be retained for legal or financial compliance
• Deletion is permanent and cannot be undone
• You can delete your account directly from your account settings

7.4 Right to Object

You can object to:

• Marketing emails (unsubscribe anytime)
• Certain data processing activities
• Automated decision-making (if applicable)

7.5 Right to Data Portability

You can request your data in a portable format (e.g., CSV, JSON) to transfer to another service.

7.6 Right to Withdraw Consent

Where we process data based on your consent (like marketing emails), you can withdraw consent at any time.

GDPR & UK GDPR Rights

If you're located in the European Union or the United Kingdom, you have additional rights under GDPR and UK GDPR:

• Right to lodge a complaint with your data protection authority
• Right to restrict processing in certain circumstances
• Enhanced rights regarding automated decision-making

Children's Privacy

Our platform is intended for users aged 8 and older. Students under 18 should have parental or guardian consent to create an account and provide personal information.

Parents can request access to or deletion of their child's data by contacting us.

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8. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal data, please contact us:

Updates to This Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in our practices
• Legal or regulatory requirements
• New features or services

Significant changes will be announced via:

• A banner on the website
• Email notification to registered users

Your continued use of Level Up English after policy updates means you accept the revised terms.

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