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Privacy Policy

This privacy notice explains what to expect from us regarding your personal information.

1. Contact Details

Postal Address

TutorChase

71-75 Shelton Street,

London, WC2H 9JQ,

United Kingdom

Email

info@tutorchase.com

2. What Information We Collect, Use, and Why

2.1 For Student Education and Welfare

We collect the following personal information:

  • Names and contact details (students/children and carers)
  • Gender and pronoun preferences
  • Date of birth
  • Payment details and financial transactions
  • Special Educational Needs and Disabilities (SEND) or support information
  • Details of any criminal convictions
  • Photographs
  • Attendance and absence data
  • Account access information
  • Exam results and qualifications
  • Progress reports
  • Compliments and complaints
  • Behavioural data (e.g. exclusion, suspension)

2.2 For Queries, Complaints or Claims

We collect:

  • Names, addresses, and contact details
  • Payment and account login details
  • Purchase or service history
  • Video/audio recordings (public/private areas)
  • Call recordings
  • Witness statements
  • Previous investigations
  • Health and safety incident records
  • Correspondence
  • SEND and attendance data

2.3 For Information Updates or Marketing

We collect:

  • Names, addresses, and contact details
  • Marketing preferences
  • Photographs
  • Website/app usage (user journey, IP addresses)
  • Consent records

2.4 For Recruitment Purposes

We collect:

  • Contact details (name, address, telephone, email)
  • Date of birth and National Insurance number
  • Passport/ID copies
  • Employment and education history
  • Right to work information
  • Criminal record checks (DBS, Access NI, Disclosure Scotland)
  • Security clearance data

2.5 To Comply With Legal Requirements

We collect:

  • ID documents
  • Health and safety data
  • Criminal offence data

3. Lawful Bases and Data Protection Rights

3.1 Your Data Protection Rights

Under UK GDPR, your rights include:

  • Right of access – Request copies of your data
  • Right to rectification – Request corrections
  • Right to erasure – Ask us to delete your data
  • Right to restrict processing – Limit how we use it
  • Right to object – Stop us from processing your data
  • Right to data portability – Move your data to another organisation
  • Right to withdraw consent – Withdraw at any time

We aim to respond within one month of your request. Contact us using the details in Section 1.

3.2 Lawful Bases for Processing

3.2.1 Student Education and Welfare

  • Contract – Necessary to fulfil our agreement with you.
  • Legitimate Interests – Includes:
    • Operational efficiency through platforms like TutorCruncher.
    • Improved service via feedback, support, and client communications.

3.2.2 Queries, Complaints, or Claims

  • Legitimate Interests – Includes:
    • Optimised sales and after-sales service.
    • Protection of legal rights through proper documentation and support.

3.2.3 Marketing and Updates

  • Consent – You give permission after receiving relevant information.
  • You may withdraw consent at any time.

3.2.4 Recruitment

  • Legal Obligation / Legitimate Interests / Consent – Depending on the context.

3.2.5 Legal Compliance

  • Legal Obligation – Required by law. Some rights (erasure, objection, portability) may not apply.

4. Sources of Personal Information

We may collect personal data from:

  • You directly
  • Parents or carers
  • Other educational institutions
  • Publicly available sources
  • Previous employers
  • Suppliers/service providers
  • Third-party anonymised marketing data providers

5. Data Retention Periods

Retention Schedule

Internal Communications (Slack)
Retention Period: 2 years
Legal Basis/Justification: Operational needs; reduce data storage risks

Customer Support Tickets (Zendesk)
Retention Period: 2 years after resolution
Legal Basis/Justification: Service quality improvement; dispute resolution

Scheduling and Attendance Records
Retention Period: 3 years
Legal Basis/Justification: Contractual obligations; service improvement

Customer Relationship Data (Salesforce)
Retention Period: 5 years after last contact
Legal Basis/Justification: Legitimate interest; customer relationship management

Student and Tutor Personal Details
Retention Period: 5 years after last activity
Legal Basis/Justification: Legitimate interest; potential for re-engagement

Employee Records
Retention Period: 6 years after employment ends
Legal Basis/Justification: Legal obligation; potential legal claims

Payment and Invoicing Information
Retention Period: 7 years
Legal Basis/Justification: Legal obligation under financial regulations

Project Documentation (Notion)
Retention Period: 5 years or as long as necessary
Legal Basis/Justification: Business need; knowledge retention

6. Who We Share Information With

6.1 Data Processors

TutorCruncher

This data processor does the following activities for us: It manages our services through scheduling tutoring sessions and manages client payments.

It may collect one or more of the following data.

  • Personal Information: Data on students and tutors, including names, contact details, addresses, and educational backgrounds.
  • Scheduling Data: Appointment times, lesson plans, and attendance records.
  • Financial Data: Invoices, payment records, and billing information.
  • Performance Data: Assessment results and feedback from tutoring sessions.

Google Cloud

Google Cloud is the place where we store information on our main business activities. It provides data storage, analytics and other services related to our business activities. The data collected typically include:

  • Stored Data: Any data the business chooses to store or process in the cloud, which could include databases, files, backups, and application data.
  • Application Data: Information generated by applications hosted on Google Cloud, such as user data, transaction records, and log files.
  • Configuration Data: Settings and preferences for cloud services and applications.

Dropbox

  • Dropbox is another place where we store our business files and documents, which may include personal data of the customers. The data collected typically include:
  • Files and Documents: Business documents, spreadsheets, presentations, images, and any other files the business needs to store or share.
  • Collaborative Data: Comments, annotations, and version history associated with shared files.
  • Access Logs: Information about when and by whom files are accessed or modified.

Salesforce

Salesforce is our main customer relationship management platform.The data collected typically include:

  • Customer Relationship Data: Names, contact information, communication history, and account details of clients and prospects.
  • Sales Data: Opportunities, leads, pipeline stages, forecasts, and deal sizes.
  • Support Cases: Customer service interactions, issues reported, and resolutions provided.
  • Marketing Data: Campaign performance, email engagement metrics, and segmentation information.

Zendesk

Zendesk is another CRM platform that we use to specialise in customer support. Thedata collected typically include:

  • Customer Support Tickets: Messages from customers seeking support, including their contact details and issue descriptions.
  • User Profiles: Data on customers' interaction history and preferences.
  • Knowledge Base Content: FAQs, help articles, and guides created by the business.
  • Feedback and Surveys: Responses from customer satisfaction surveys.

Intercom

Intercom is a customer service and engagement platform that we use to provide instant support to customers.Thedata collected typically include:

  • User Communication Data: Live chat logs, email correspondence, and in-app messages between the business and its customers.
  • User Profiles: Names, email addresses, demographic information, and behavioral data of users.
  • Engagement Metrics: Data on how users interact with the business's website or app, including page views and feature usage.

Slack

Slack is one of the main channels that we use for internal communications. Thedata collected typically include:

  • Internal Communication: Messages exchanged between team members in channels and direct messages.
  • Shared Files: Documents, images, and other files uploaded for collaboration.
  • Integrations Data: Notifications and data from third-party apps integrated with Slack, such as project updates or calendar events.
  • User Activity Logs: Information about user activity within the platform.

Notion

Notion is one of the main platforms we use for project management and other planning and operational purposes. Thedata collected typically include:

  • Documentation: Notes, meeting minutes, wikis, and other written content created by team members.
  • Project Management Data: Task lists, project timelines, assignments, and status updates.
  • Databases: Structured data tables containing various business information, such as employee directories, inventory lists, or CRM data.
  • Collaborative Content: Comments, mentions, and change history on shared documents.

Others we share personal information with

Parents and carers

Relevant regulatory authorities

Organisations we’re legally obliged to share personal information with

Publicly on our website, social media or other marketing and information media

Professional consultants

6.2 Other Recipients

  • Parents and carers
  • Regulatory authorities
  • Organisations we are legally obligated to share with
  • Public audiences (e.g. marketing or social media, where consent is given)
  • Professional consultants

7. Sharing Information Outside the UK

We may transfer data outside the UK with appropriate safeguards in place under the UK GDPR.

International Transfers to:

Google Cloud, Dropbox, Salesforce, Zendesk, Intercom, Slack, Notion

Safeguards Used:

Addendum to the EU Standard Contractual Clauses (SCCs) and the UK International Data Transfer Addendum.

For further information, contact us using the details in Section 1.

8. How to Complain

If you have concerns about your data, contact us first using the details in Section 1.

If unsatisfied, contact the Information Commissioner’s Office (ICO):

Address:

Information Commissioner’s Office

Wycliffe House, Water Lane

Wilmslow, Cheshire, SK9 5AF

Phone: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint