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Privacy Policy

Welcome to our privacy policy!

Lycachat respects your privacy and is committed to protecting your personal data. This privacy policy will inform you about:

  • what personal data we process about you;
  • how we use your personal data through your use of this website and our app and
  • your privacy rights.

This privacy policy is provided in a layered format so you can choose the specific areas in which you are particularly interested.

Alternatively, you can find a summary here.

About Us

We are Lyca Chat UK Limited, operating under the trading name of ‘Lycachat’. We primarily provide an application which our customers can use to make calls, send texts or instant messages.

We are company incorporated under the laws of England and Wales with company registration number 09887747 and our registered office address is 20-22 Wenlock Road, London, England, N1 7GU.

Lyca Chat UK Limited is a data controller and responsible for your personal data (collectively referred to as “Lycachat”, “we”, “us” or “our” in this privacy notice).

what data do we collect about you?

Personal Data is any information about you from which you can be identified. It does not include data where your identity has been removed (it’s called anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes your profile name to your account and your photo.
  • Contact Data includes your mobile number and email address.
  • Billing Data includes your charges details, where applicable, for example, no charges for contacts with Lycachat users and charges incurred when contacting non-Lycachat users.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location information, browser plug-in types and versions, operating system and platform you use to access our website, including your devices.
  • Profile Data includes your username and password, your interests, and preferences.
  • Usage Data includes information about how you use our website, services, call data records which includes traffic data and location data.
  • Marketing and Communications Data includes your preferences in receiving marketing from Lycachat and your communication preferences.
  • Customer Care Data includes your feedback to us, survey responses and voice mail recordings when you contact us.
  • Your Connections include phone numbers and names in your mobile device's address book where you allow us to help you identify Lycachat app users so that you can create groups.

Where we need to collect personal data by law and you fail to provide that data when requested, we may not be able to provide you with the services. We may also have to cancel a service you have with us but we will notify you if this is the case at the time.

How do we collect your personal data?

We use different methods to collect data from you and about you through:

Direct interactions

You may give us your personal data when you

  • Sign up for our services as a customer
  • Subscribe to our communications;
  • Request marketing to be sent to you;
  • Give us some feedback via customer support.
  • Download our app.
Automated technologies or interactions

As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies. Please see our Cookie Policy for further details.

Other sources of personal data

If you log-in using your social network credentials to connect to our platforms and online services e.g. Facebook, Twitter, and/or YouTube, your user details may be shared with us. For example, your name, email address, date of birth, location, and any other information you choose to share with us.

how do we use your personal data?

We will only use your personal data when the law allows us to, most commonly, in the following circumstances:

  • Where we need your personal data to provide the services in accordance with our terms and conditions.
  • Where it is necessary for our legitimate interests and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal or regulatory obligation.

We have set out below, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are, where appropriate.

Note that we may process your personal data for more than one lawful basis depending on the specific purpose for which we are using your data.

Purpose Type of data Lawful basis for processing including basis of legitimate interest
To register you as a new Lycachat customer (a) Identity (b) Contact Performance of services in accordance with our terms and conditions with you
To supply our services to you (a) Identity (b) Contact (c) Billing (d) Your Connections Performance of services in accordance with our terms and conditions with you

To manage our relationship with you, which will include:

  • Notifying you about changes to our terms and conditions or privacy policy
  • Detecting and preventing crime and fraud
  • Manage any concerns that you raise to our customer care department
  • Quality assurance and monitoring purposes
(a) Identity (b) Contact (c) Profile (d) Customer Care (e) Usage (a) Performance of services in accordance with our terms and conditions with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our services so that we can serve them better)
To market products and services to you (a) Identity (b) Contact (c) Marketing and Communications (d) Profile (a) Legitimate interest to process marketing data (to serve our services to our customers) and consent for sending electronic marketing communications for new customers or an existing customer relationship to send electronic marketing communications
To use data analytics to improve our services, marketing, customer relationships and experiences (a) Technical (b) Usage Necessary for our legitimate interests (to define types of customers for our services, to inform our marketing strategy so that we serve our customers with better services)
To make suggestions and recommendations to you about services that may be of interest to you (a) Identity (b) Contact (c) Technical (d) Usage (e) Profile Necessary for our legitimate interests (to inform our marketing strategy so that we serve our customers with better services)
Marketing

You will receive marketing communications from Lycachat either if you have consented to receive them or you have purchased services from Lycachat, and in each case, you have not opted out of receiving that marketing.

how can you manage your marketing preferences?

You can ask us to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by Contacting our Customer Services Department by filling the form which is available here: http://www.lycachat.com/en/contactus.

You can also contact us to let us know whether you’re happy to hear from us by email, text, or telephone.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a service or purchase or other purposes.

To whom do we disclose your personal data?

We may have to share your personal data with the parties set out below for the purposes explained:

  • External third parties which provide IT technical support services, and data centre services.
  • Lyca affiliated entity which provide call centre support for the fulfilment of your orders and clarification of any of your queries.

If a change happens to our business where we may choose to sell, transfer or merge parts of our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

Where applicable, we require all external third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

Where is your data transferred to?

Some of our service providers are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

Specifically, Lycachat seeks call center support from an associated company based in India.

For those countries where there no appropriate safeguards in place, the EU recognises that these countries do not provide the same level of data protection as provided in the EU. As such, we take steps to ensure your privacy rights are at least as compliant with the requirements of EU law, including by requiring appropriate security measures from such third parties, set out in a contract between us, to protect your personal data.

How secure do we keep your personal data?

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those staff members or other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a strict duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable supervisory authority of a breach where we are legally required to do so.

How long do we retain your personal data for?

We will only retain your personal data for as long as necessary to fulfil the services you would like to receive from Lycachat and 12 months thereafter.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case, we may use this information indefinitely without further notice to you.

What are your privacy rights?

Under certain circumstances, you have rights under data protection laws in relation to your personal data which are as follows:

  • Access to your personal data - This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Correction of your personal data - This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Erasure of your personal data - This enables you to ask us to delete personal data where there is no good reason for us continuing to process it.

    Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data - This right can be exercised where we are relying on a legitimate interest and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Restriction of processing your personal data - This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Transfer of your personal data - This enables you to ask us to transfer your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format.

    Note, however, that this right only applies to automated information which you may have provided consent for us to use initially or where we used the information to perform terms and conditions with you.

If you wish to exercise any of the rights set out above, please send your request to mydata@lycagroup.com.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

How to contact us?

You may contact our Customer Services Department by filling a form which is available here: http://www.lycachat.com/en/contactus.

For compliance questions in relation to this policy, please email our data protection team at DPO@lycagroup.com.

You have the right to make a complaint at any time to the relevant data protection supervisory authority.

We would, however, appreciate the chance to deal with your concerns first before you approach the supervisory authority, so please do contact us in the first instance.

Changes to the policy

This privacy policy applies from 25 May 2018 until such time it is updated again. Historic versions are archived here.




Lycachat Privacy Notice

We have updated our privacy policy to reflect the changes in data protection laws. It’s important to us that you understand what personal information we have, how we use it and what are your rights. This is why we are providing you with a snapshot of the main points in our privacy policy.

If you would like to read the full policy, you can find it here.

We have basic information about you, such as your identity data and contact data.

For more information, please read our privacy policy

Why do we collect your personal information?

We keep your information secure and use it to register you as a new Lycachat customer, to supply our Lycachat services to you, to manage our relationship with you and to tell you about new Lycachat products and services.

For a detailed explanation of why and how we collect your personal information, please visit our privacy policy.

Who do we share your data with?

We may share your information with others who help us run our business and provide you with our services. This could mean sharing your information with others, such as Lyca affiliated company for call centre support and third parties for technical support and data centre services.

Our call centre support is based outside the EU. Where the countries do not provide the same level of data protection as in the EU, we have taken steps to ensure your privacy rights are at least as compliant with the requirements of GDPR & EU law, including requiring appropriate security measures, setting out contractual obligations to protect your personal data and monitoring of compliance.

Please read our privacy policy for more information.

How can you manage your marketing preferences?

You can follow the unsubscribe links in any electronic communications that we send you.

Alternatively, you may contact our Customer Services Department by filling a form which is available here: http://www.lycachat.com/en/contactus.

Visit our privacy policy for more information.

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